Release Notes: This maintenance update includes 16 usability enhancements and minor fixes. The activity of time tracking records can be set using bulk update. Time tracking reports can be grouped hourly and weekly. A close button shortcut has been added to time tracking worklists. Importing a CSV file in Opera no longer displays a download dialog. Quick search now resets the results to the first page. A watcher quick search can find "any watchers" or "no watchers". The tag "#reset" in any quick search will replace the existing filters instead of appending to them.
Release Notes: This maintenance update includes 28 usability enhancements and minor fixes. Customers can include attachments on replies from the Support Center. A quick search icon has been added to the top of every worklist to simplify filtering in workspaces. Snippets owned by a role will now show up in autocomplete during a reply. Groups can now own custom behavior macros for every record type. An SDK example demonstrates how to build new reports.
Release Notes: This release features improved Japanese support, a shortcut in the contact popup for displaying other email addresses from the same domain name, a fix for missing custom field placeholders on worker signatures, the ability to merge organizations from worklists, and a 'weekly' grouping option to date-based reports. Gravatar URLs will now use SSL. The email parser will skip messages on disk that lack write permission. Comments may be retrieved from the Web API.
Release Notes: This new generation update includes 239 improvements from community feedback. Workers can create pages with multiple tabs and custom worklists. Pages can be added to the global menu. Pages and tabs throughout the interface can be rearranged with drag-and-drop. A global search menu provides access to all records. Virtual Attendants can build their own worklists. Shared calendars permit decisions and automation based on worker availability. A simulator helps test Virtual Attendant behavior. Behavior can be scheduled using relative dates. The Web API authenticates using disposable credentials.
Release Notes: This maintenance update includes 23 improvements from community feedback. Search indexing has been optimized for large messages. Activity on reports can be graphed by hour. Roles can own snippets and share them with any combination of groups and workers. Administrators can view and bulk update snippets from a new page in Setup. Snippet worklists can be filtered by owner. This release fixes an issue with attachments being appended to the message body when a plaintext file only had a disposition-filename header. Attachments with the MIME type message/rfc822 are no longer appended to conversations.
Release Notes: This maintenance update includes 8 improvements from community feedback. It fixes an issue during upgrades where the platform attempted to read plugin manifests before updating itself. For now, any time the platform detects that the version has changed, it will redirect to /update without reading plugin manifests first. It fixes a bug that prevented the 'From:' field on the Send Mail page from listing groups that had only an inbox and no other buckets.
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'.