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Release 5.2.14

What Changed

  • CSAT history in contact logs. Contact logs show the history of satisfaction (CSAT) ratings per client.
  • Ticket participants list. Tickets display the list of all participants.
  • Manual and automatic ticket merge. Ability to manually merge tickets and automatic merge in typical scenarios.
  • Permissions for light agents. Access rights for "light agent" roles — a limited set of actions in the product.
  • Quality Assurance module. Improvements to the QA (quality control) module.

How It Changed

CSAT, participants, and ticket merge

Before: CSAT history, ticket participants, and ticket merge could be spread across releases or require extra steps.
Now: One release brings together CSAT history in logs, participant list in tickets, and manual and automatic ticket merge.
Why it matters: A full set of capabilities for working with tickets and analyzing client satisfaction.

Light-agent permissions and QA

Before: Limited-access roles (light agents) and the QA module could need refinement.
Now: Permissions for light agents have been added or clarified, and the Quality Assurance module has been improved.
Why it matters: More flexible access control and better analysis of service quality.

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