Playlist Ticket Assignment
New
- Custom agent statuses
- Roles and permissions
- Real-time routing for social messaging
- Automated skills-based routing (Enterprise) is now GA
- Same Agent: added matching criteria and conditions
- Out of Office is now GA
- Disable notifications and reminders
- Agent-level Inbox limit for Playlist Button
- Change the name that shows up on ticket events
- Billing portal: update billing email and billing address
Fixed
- Deprecated "Manage app" permission, a hidden custom user field, that was being updated by clever agents.
- Skills-based routing:
- Fixed timeout issue.
- Fixed an issue that prevented tickets from routing when skills were deleted.
- Implemented a workaround to detect skills that were removed from tickets.
- Fixed Playlist Button error notifications, which were not getting rendered properly.
- Removed redundant, legacy "Update card" option in favor of billing portal.
- Fixed sorting issue that was preventing tickets from being distributed equally when custom agent statuses were implemented.
Auto Merge
New
Fixed
-
Fixed queueing to handle multiple tickets submitted within just a few seconds of each other.
Ticket Merge
Fixed
-
Previously only required ticket fields (required to solve) could be selected as required fields for merging. Now, you can select any custom field.
-
Added instructions on how to update credit card information for Ticket Merge.