Round Robin
New
- Set up queues to rotate between group members
- New Supervisor field to create a relationship between agents and their supervisor
- Team dashboard filters: show only agents that report to you, filter by queue
- See your agents' queues and the time of their last status update
- Bulk update statuses
- Playlist's database is now encrypted at rest
Fixed
- Optimized jobs to accommodate for accounts with large ticket data (> 50 custom ticket fields), which was causing timeout issues.
Playlist Button
New
- Agents tab is now cached to minimize calls to Zendesk's APIs.
Fixed
- The Team dashboard is now available to teams that are only using the Playlist Button (Round Robin is disabled)
Ticket Merge
New
- Ticket Merge is now live on the Zendesk Marketplace!
- Bulk merge tickets directly from the ticket sidebar
- Customize templates to carry over content (public comments, internal notes, etc.)
Agent Dashboard
New
Customer 360 (Support)
Fixed
- Fixed an issue that prevented the user sidebar from rendering properly if the end-user's email was not populated.
Customer 360 (Chat)
Fixed
- Fixed an issue that prevented the chat sidebar from rendering properly if the chat visitor's email was not populated.