December 17, 2024
1. Ticket Management
Updated the calculation logic for “Resolved” and “Resolution Rate (24h)” in the mini dashboard:
Resolved Today: The number of tickets resolved today, regardless of their creation date.
Resolution Rate (24h):
(Number of tickets resolved within 24 hours / Total number of resolved tickets) × 100(Based on the last 7 days)
Fixed an issue where issue comments (additional transfers) were not transferred correctly when using the Dooray integration.
Fixed an issue where comments entered when transferring tickets to another agent were displayed under an incorrect assignee.
2. Call
Added a feature that displays customer information before the call is answered (during ringing) when Customer Information Integration is enabled.
Only data configured as Main API in [Customer Info Management] → [Customer Info Contact] will be displayed.
The phone number must be configured as a searchable field for this feature to work.
3. Service Management
Enhanced menu access control under [Service Management] → [Agent] → [Menu Access Settings]. Administrators can now configure access to the following menus:
All tickets
All unassigned tickets
All tickets in group
All transferred tickets
Spam box
4. Ticket History
Fixed an issue where the last character of the inquiry content was removed when exporting data containing special characters.
5. Other Improvements
Various internal improvements were made to enhance overall service stability.
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