Requestor Support

New Features New Twilio SMS integration and addition of related SMS sending automation. (REQ-014016) Viewing and editing in the article. (REQ-014286) Improvements Accelerated loading of lists in the Knowledge Base. (INC-014247) Ticket automation based on "owner." (REQ-014229) Optimized license status display in Administration. (REQ-008664) Enhanced selector for internal groups, agent groups, and company groups. (INC-014194) Improvements and new options for the Resolution field in the ticket detail view. (REQ-014044) New widgets and enhancements to existing ones on the Dashboard. (REQ-014161) Option to import users in German, Slovak, or Polish. (REQ-014257) Fixes Chat handled by a bot remained in Unattended status. (REQ-014078) Part of the ticket text from an email could be missing due to invalid HTML in the email source. (REQ-014254) Redesigned Entra ID application authentication, where a bug could enforce delegated permissions. Increased content size limit when using the "Copy Subject and Comments" action. (REQ-014267) Fixed display of user lists with incorrect roles in the AD group detail. (REQ-013974) Corrected display of requester/agent names and time tracking totals in exported report files. (INC-014191) Fixed SLA counter for "Time to Start solving" when re-entering In Progress status with the same agent. (INC-014252) If the Whitelist was enabled for the web application, it was also checked for the API. (INC-014301) Fixed truncation of push notification text to 256 characters. (INC-014295) Fixed line breaks in texts when synchronizing to Jira. (INC-014200)

Improvements Optimization of loading tickets with a large number of messages. (REQ-014102) Renaming "Operator" to "Agent" in the Polish version. (REQ-014045) Displaying %SLA% in the subject of email notifications. (REQ-014218) Added system filters in User Management for filtering users by role and license. (REQ-014168) Acceleration (optimization) of ticket creation for services with many (dozens of) agents. (INC-014163) User export in User Management now allows exporting only selected records. (REQ-014168) Dashboard expanded with a Widget for Time tracking. (REQ-014127) Adjustment of access display for Knowledge Base and Customer modules. (REQ-014139) Fixes Slow display of filters in User Management. (REQ-014098)

Improvements Custom filters can now be created in User management. (REQ-014098) In Article management, a link between negative article ratings and automatically created tickets has been added in the rating details. (REQ-014106) Fixes Fixed an issue (from version 5.9.0) occurring when changing the status of a ticket with an SLA counter and user integration with Active Directory. (INC-014150)

Improvements Added filtering and sorting by Rating in Article management, along with a detailed view of article ratings (REQ-014106) Renamed "Operator" to "Agent" in the German version In the Tag management section of the Knowledge Base, added a link to articles associated with a specific tag (REQ-014106) Fixes Fixed error creating a ticket when two or more are created at the same time (framed in one millisecond)

New features WhatsApp integration (REQ-007176) Dashboard extension with widgets for Knowledge base. (REQ-008674) Using the sender's email as the ticket requester for forwarded emails (REQ-007210) Extension of licensing to include the roles of Occasional agent + Collaborator (REQ-008535) Added a new page to Administration -> Outgoing Emails - Unsent Emails. This is a list of emails that had an error(s) in sending, were not sent successfully and are no longer in the queue to be sent. (REQ-008031) New ticket numbering system Improvements Renaming "Operátor" to "Řešitel" and "Super Operátor" to "Supervizor" in the Czech version, and "Operator" to "Agent" and "Super Operator" to "Supervisor" in the English version. Automation: New action "Set ticket source". (REQ-008094) Added display of file path when searching for a document in the Documents module. (REQ-007652) Customer users can now add their own private notes to a ticket. (REQ-014022) License status displayed in Administration. (REQ-008664) Email Rules: Added a condition for header content. (REQ-008607) Entra ID: Added application authentication that does not require user login, unlike delegated authentication. (REQ-008668) Ticket subject in Time tracking: this column is part of time record exports to CSV. (REQ-007453) Operator rating upon chat closure by the customer. (REQ-007466) Automations: New group of conditions "Ticket's company" (previously only "Requester's company" was available). (REQ-007263) Fixes Quoting text from a public comment no longer changes the comment type to Public. (INC-014041) Loading agents from the Jira integration. (REQ-013977) Text wrapping during message synchronization to Jira. (REQ-013976) Displaying images embedded in the text when synchronizing to Jira. (REQ-013975) EU/SU users no longer see watchers in the ticket details. (REQ-007846) Problem with filtering in canned responses. (INC-003460) When editing a view, all groups I have permission to edit are displayed. (INC-003396)