Release 5.1.1

Instead of assigning new tickets by hand, the platform finds an online operator who covers the topic. If no one is available, the ticket is held and goes to the first matching operator who comes online.

Ticket routing

New

• Automatic assignment of new tickets. When a new ticket arrives with a topic, the platform picks an online operator who covers that topic, preferring the one with fewer active tickets. If equal — distributes in turn.
• Queued tickets. If no matching operator is online when the ticket is created, the ticket is held and assigned to the first matching operator who comes online.

This works when your administrator has turned on online ticket distribution and the topic has automatic assignment enabled.

User menu

New

• "Go to old design". An entry in the menu near the avatar opens the previous Constructor workspace. It appears only when your administrator has set the URL of the old interface in platform settings; sign-in may be seamless when configured.