Requestor Support

New features New Announcement module. SSO implementation via OpenID protocol. Localization of KB articles (REQ-007621). After the update, the default language of the knowledge base will be set according to the global language of the Requestor. The knowledge base language can be easily changed in the module settings. Improvements Logging changes when filling in form fields. (REQ-007704) Optimization of Feedyou chatbot integration. (REQ-008394, REQ-008393) New settings for "Notification of new tickets and new messages" (REQ-006710): The bell informs about the number of unread notifications (REQ-007181): Adding information in the administration whether the user has an active 2-FA. (REQ-007983) Optimization of data export speed to CSV. (INC-003374) Displaying tickets for which custom Resources are defined in the Dashboard module. (INC-003401) Detection of auto-generated emails (Undeliverable etc) + not sending notifications to auto-generated emails, as a loop prevention. (REQ-007984) Optimization of SLA calculation speed. Incorrect category setting when creating a related tiket. (INC-003388) Fixes Correction of export (PDF) of images to ticket (INC-003330) Fix export of users and companies. (INC-003376)

Fixes Setting up a category for multiple services (INC-003415). Removing non-valid characters in email communication (INC-003411). Disabling sub-ticket creation in a closed ticket (INC-003409). Ability to search for prepared responses even in a new ticket that is created from a modal window (INC-003357).

Improvements Search by "Code" field in the Products module (REQ-008481). Fixes Display of the Tracking button (request detail) for a completed escalation for a specialist (REQ-008496). Delay in sending satisfaction ratings (INC-003363). Saving a filter in the Customers module (INC-003417).

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)

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)