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.
Release Notes: This maintenance update includes 24 improvements from community feedback. The email relay can include attachments to mobile workers. There is an 'in groups of worker' filter to simplify the display of available groups on ticket worklists. Registered contacts for the Support Center can be created through the REST API. Dates in snippets now adhere to the server timezone instead of GMT. Minor browser-specific rendering issues have been fixed.
Release Notes: This maintenance release includes 34 minor features, usability tweaks, and fixes. A built-in owner field treats workers like watchers for the duration of their assignment. Virtual Attendants can make decisions based on the number of watchers on a record, if it has an owner, and who that owner is. Virtual Attendants can set owners and subjects on tickets. A 'reply without quoting' option has been added to mail. Workers can now set default statuses for compose, create ticket, and reply. Extra whitespace in the email relay has been fixed. Subtotals show more totals when the filters would have shown only one.
Release Notes: This maintenance release includes 13 fixes and usability tweaks.
Release Notes: This maintenance release includes 19 fixes and usability tweaks.