Release Notes: This version includes 70 improvements from community feedback. A plugin library enables third-party plugins to be installed and updated using only the Web browser. The list of plugins has paging, sorting, and searching functionality. Virtual Attendant behaviors may now define, set, and check custom variables to make conditions and actions more dynamic. Variables are available as placeholders in snippets. Virtual Attendants support automatic assignment workflow: assignees can be chosen at random, in round-robin, or by load balancing. Macros may provide parameters to further improve reusability.
Release Notes: This maintenance update includes 12 improvements from community feedback. The storage system will no longer leave stray attachments behind after deleting tickets. The debug page can export an XML file which describes Virtual Attendant behavior for all events. A new X-Header records the mailbox a message was downloaded from. The installer includes database scripts for facilitating fully-automated installs. When adding a new workspace, a worker's own workspaces are now shown by default, since the full list can be overwhelming when it's unintentional.
Release Notes: This maintenance update includes 14 improvements from community feedback. Workers can now properly delete snippets they have write access to. Virtual Attendant behaviors are now grouped by event and can be reordered by dragging on their titles and moving them within their event group. This release fixes an issue which resulted in bulk updating tickets submitting all the changes to the database in one pass instead of batching them as designed, and an issue which prevented ticket searching by group through the Web API.
Release Notes: This maintenance update includes 22 improvements from community feedback. If a POP3 mailbox fails more than five times, it will automatically be disabled and a notification with the most recent error message will be sent to all administrators. Mail conversations now show the relative date next to the 'Date:' header. Hovering over the relative date will also show the absolute date in the current worker's timezone. Broadcast compose will now use the organization from the first recipient when creating the ticket. The organization peek popup now shows the tabs for 'People' and 'Comments'.
Release Notes: This version includes 70 improvements from community feedback. Workspaces can now be shared by multiple workers. Impersonation mode allows administrators to configure any worker's environment. Virtual Attendants can use context links as conditions and create links as actions. Mail filters can replace message content using regular expressions. Recipients will be suggested on conversations based on message headers. Custom fields can be set when composing or replying. Tickets can be assigned to organizations. Snippets can be created for any record type.
Release Notes: This second maintenance update for version 5.5 contains ten usability tweaks and minor bugfixes. The knowledge base RSS feeds in the Support Center now return the correct results. An RSS feed was added for newly created articles. Two new keyboard shortcuts are provided when displaying tickets. An issue that led to Virtual Attendants occasionally choosing the wrong outcome for conditions based on picklist custom fields was fixed. Activity will be logged and notifications will be sent when conversations are reopened after the "waiting until" timer has elapsed.
Release Notes: This maintenance update includes eight improvements from community feedback.
Release Notes: This version includes 109 improvements from community feedback. Virtual attendants can schedule behavior loops like SLA escalations and reminders. Custom behavior can be added before and after worker replies, and on assignment. Macros automate reusable actions. Decision trees can be rearranged with drag/drop interaction. Virtual attendants manage mail filters. Notifications linking to the same record are automatically marked read. Properties and custom fields are displayed at the top of each record. Comments can be searched. The ticket mask format is customizable. An LDAP plugin is available.
Release Notes: This maintenance update includes six minor fixes from community feedback. Worker replies from relayed mail no longer have extraneous spacing issues. The ability to download attachments was added to the Web API. An issue with downloading certain attachment types in SSL using Internet Explorer was fixed. When MySQL strict_mode is enabled, the GUI will no longer display errors next to some worklists.
Release Notes: This maintenance update includes 13 improvements from community feedback.