Product Updates – December 2022

Ticketing System

Ticket Bulk Update Option

This feature allows you to select up to 50 tickets and update ticket fields. It can also be used to add mass replies or notes. More fields will be available under the Bulk update option in the future release.

Viewing the Original Email message for messages updated via email

When a ticket is updated via email, only the recent updates from the email is parsed and displayed in the ticket. The entire original email content can be viewed using the View Original Email option.

Indication of the email delivery failure

If an email is not delivered to any of the recipients in a specific message. A failed delivery icon will be shown.

Convert the ticket message into a knowledge base article

The Convert to an Article option helps to convert any ticket message to a Knowledge Base article.

An Option to Filter Ticket Views

You can filter the list of ticket views using the Filter option.

Enhancement of user search dropdown productivity

The option to search specifically for agent and customer helps to improve search productivity in the user dropdown.

When you include a prefix @, you search on the agent list, whereas when you include a prefix #, you search only on customers. When no prefix is used, the search will look for both the agent and the customer.

Ticket export now includes time-log-related fields

Provided are two new fields in Ticket Export:

• Total Hours Logged.
• Total Billable Hours Logged.

Configuring the default message filter preference

The settings to customize the default message filter preference has been provided. There are options for configuring at the organization or personal settings levels. Configured settings will be reflected in the message section of the ticket details page.

Knowledge Base

An Option to Restore Previous Versions of the KB Articles

You can restore previous versions of articles in the Knowledge Base module.

Admin & Configuration

Automatically adding a tag to a ticket created with an Embeddable widget or forms

Contact Us and Help Widget now have an option for automatically tagging tickets created with the widget. When you add a tag to the widget settings. When a ticket is created using the widget, a specific tag is added to the ticket. Automations and Auto Assignments can be configured using this option.

Reports & Analytics

Agent or Group Performance Dashboard

The Dashboard helps to analyze the performance of a support agent or group.

An Option to export worklog report to Excel

The option to export data to Excel is available In the worklog report. You can export a total of 1000 records.

Integrations

Drive Integration

Following File Drives integration is provided:

• Google Drive
• Dropbox

Users can browse and attach large files from Drives using the Google Drive and Dropbox options. These options are only available to Agents if the marketplace module has integration enabled.

OneDrive will be included in a future release.