Activity or Task Management module
Introducing a new module called Activity or Task Management.
The Activity Module allows you to create tasks, calls, and meetings.
All these activities can either be stand alone or be linked to a ticket or a contact.
This module will help you manage your tickets. For instance, when multiple teams are working on one common ticket’s resolution, multiple tasks can be added to the ticket and assigned to different agents.
The Ticket Approval feature allows your agents to create approval requests in the context of the tickets.
Some of the examples are:
- Approval request to the manager regarding giving a 30% discount to a customer.
- Approval request to a manager on purchasing a new hardware.
Email Actions to enhance the email to ticketing feature
With the Email Actions feature, you can now modify certain ticket properties, such as the Status, Assignee, and Requester, without having to log in to the agent portal.
This means you can quickly and easily manage your support requests, even when you’re on the go or away from your computer via Email.
Email delivery failure notification alert
With this Email Delivery Notification Alert feature, agents who have posted a comment on a ticket will now receive an email notification if the email delivery for that update fails. This keeps agents informed and allows them to take action if there are any email delivery problems.
Changing the default columns for a ticket grid view
When creating or editing a ticket’s view, you can now save the default columns in Grid View. This will help with customizing the default columns for each ticket view.
While specifying a default column, when a specific view is chosen, only those columns are shown in Grid View by default.
Look for a ticket within a view
Within a specific view, you can now search by Ticket Title or Ticket ID. It will increase productivity and help to narrow down the search.
Ignoring email notifications for ticket creation and response
In some cases, an agent may not need to send an email alert for a ticket or messages posted. For this scenario, we’ve provided the option to skip the email notification alert.
When this option is selected, no email notifications will be sent to agents or customers. Furthermore, no automations will be triggered for that specific event.
Options are available when creating a ticket or posting a message.
New operators for relative date support have been added to the ticket filter
For the Date fields, in ticket Advanced Filters, an additional operator was added to filter records using relative Last / Next – Days/Months/Years.
The CC field is limited to 48 users
We have limited the number of people who can be added to the CC of a ticket to 48.
Additional CCs will be dropped if the ticket is created via email. If the ticket is created from an interface, an error message will be displayed.
Agent update indicator enhancement
To better differentiate agent updates in tickets, the UI design has been improved.
Tag Page – Customer Portal Knowledge Base
We have added a page to filter the articles by the Tag Name. It helps to find the related articles.
From the article details page, by clicking a tag, all the articles associated with that tag will be listed in this page with pagination.
KB concurrency editing detection
We have added a warning message for when a user works on and saves the older version of the article.
In this, the user can get latest version of the document by reloading the page and making his/her changes.
Admin & Configuration
New permissions for creating tickets and editing the CC field
For agents, two new permissions have been added.
- Create Ticket via Agent Portal
- Edit CC field
Support for conditional email templates
With this new feature, you can now create more personalized and relevant email notifications, by inserting conditional statements in your email templates.
We are using the Liquid Template Language. It allows you to build conditions that check for specific user or ticket properties such as category or custom field value such as the customer’s licensing status and sends different content accordingly.
Enhancements to the contact list security
In some cases, you may be required to add an external user as an agent. In such cases, you may want to restrict external agents from viewing the Contact or Contact Group list, even if it is in a dropdown.
We have now provided support; if the View Contact permission is disabled, the agent will be unable to view the contact list, even in dropdown fields. This way, the data will be more secure.
Maximum value for a dropdown field is 1500
We have limited the number of values in a dropdown field to 1500.
Support for file attachments and weblinks in the contact modules
Added the ability to attach files to Contact and Contact Group profile pages. There is also the option to include external website links in the profile page, such as a contact’s LinkedIn profile link.
Filtering by phone number and mobile number on the contact list page
In the Contact list page, customers can now be filtered by their phone number or mobile number.
A Contact Group can have up to 25k contacts
We have limited the number of contacts that can be added to a single Contact Group to a maximum of 25K.
Reports & Analytics
Report on Customer Satisfaction
CSAT Report results can now be exported to Excel.
Excel export improvements for Worklog Reports
Some enhancements to the Worklog report export option.
- The exported file includes a summary of the work that has been logged.
- There is now an option to export the results of the Worklog report. Grouped by the following fields:
Ticket ID, Requester, Contact Group, Created By, Date, Type & Created On
Option to view the underlying data metrics for Agent Performance Dashboard
The ability to view the underlying data in the Agent Performance Dashboard for the SLA-based metrics has been added.
By clicking on Count, you can view detailed metrics-related ticket information.
The OneDrive integration support is provided in BoldDesk.
Now users can browse and attach the files from One Drive.
This option is available in Ticket Create and Reply section only when the One Drive integration is enabled from the Marketplace page.
File Drive integration for the customer portal and Knowledge Base
The following file drives integration are provided in the customer portal and Knowledge Base articles.
- Google Drive
Now customers can attach files from these drives, in their Customer Portal, when creating and replying to tickets.
Agents can also add attachments to the articles from the drives.
Global search page
A global search page is added, allowing agents to search Tickets, Contacts, Contact Groups, and the Knowledge Base.