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Release 5.14.0

An operator now sets a filter once — and it stays the same in Queue, Table, and Board. Search finds appeals across the whole instance, not only in the current folder. An administrator publishes ready-made filters, a default menu, and a default column set for the team. Clients get advanced filters, saved segments, and a standalone client card page.

Operator Line

New

  • One filter for Queue, Table, and Board. The Filters (N) button — the same above the queue, the table, the board, and in the side panel — opens one dialog with the same state. Switching the view or reloading the page does not drop the applied conditions.
  • Queue / Table / Board view switcher. Board groups appeals by the selected field (for example, status). The total next to each group covers the full filtered result, not only the cards already loaded.
  • Global appeal search. Searches by appeal number, topic, client name and contacts, organization, tags, and message text across every appeal you are allowed to see. A temporary Global search folder appears in the folder list with an exact match count; after you clear the query, you return to the previous folder.
  • Shared filters from an administrator. An administrator creates a filter, publishes it, and chooses who sees it — all operators or a selected audience (roles, skill groups, individual operators). The filter appears in those operators’ menus automatically. Edits stay as a Draft until Publish changes. Remove a filter from menus with Archive.
  • Default menu and default columns for a role and a bot. An administrator sets which folders and shared filters a new role sees on first login, in which order, and which folder opens by default. The same page sets the default visible table columns — separately for dialogs and tickets, separately for a role and for a bot. Personal settings of an operator who already changed them are not overwritten.
  • System folder conditions in the side panel. Configure folders and Folder conditions in the actions menu (⋮) narrow a system folder by appeal type and status. You do not need to open the profile.

Improved

  • Request and client details panel. Filled fields are visible immediately; empty ones stay behind Show empty fields ({count}). Any field can be pinned, hidden, or reordered.
  • Active filter chips split by type. System conditions of the current folder show a lock icon and are read-only; the operator’s own conditions can be removed one by one. Clear filters drops only personal conditions and leaves the folder scope in place.

Clients

New

  • Standalone client card page at a direct link: client fields, organization, tags, and CSAT history on the left; Interaction history and Client channels tabs on the right. Opens with Open in a new tab from the clients table or the side panel.
  • The same header actions as in Operator Line: New Ticket, Write to the client, Send email (when an email channel is connected), and Send broadcast.
  • Advanced filters by client custom fields, organization fields, and tags, with an exact result count for each condition.
  • Client segments — a saved filter set you can apply again in one click.
  • Manual client creation from the clients toolbar, without importing a file or waiting for the first inbound message.
  • Add a simple client field from the table. With the matching permission, a simple client field can be created with Add field without leaving the clients list.

Please note

  • The new filters, folders, global search, shared filters, and the standalone client card are turned on in stages by instance settings. Until an instance administrator enables them — or if they are turned off — Operator Line and Clients return to the 5.13.2 look. You see the familiar appeals table and clients list, without Board, global search, or the standalone card page. Previously saved filters stay available.
  • Advanced client filters and the standalone client card use the same staged setting as the new Operator Line look.
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