Release 5.2.2
What Changed
- Automatic ticket distribution strategy. New settings define how the system distributes tickets between operators (queue vs immediate assignment).
- Full-text search. Search now supports full-text mode for convenient phrase and keyword search.
- Next Response Time metric. A new metric for expected time to next response has been added to reports.
- Improved chat reminders. The chat reminder workflow has been optimized to avoid redundant or late reminders.
How It Changed
Automatic ticket distribution
Before: Tickets could be distributed in the same way for all scenarios, without control over the distribution strategy.
Now: You can select a strategy in settings — for example, placing tickets into a queue or assigning them to operators immediately.
Why it matters: You gain better control over workload and the order in which requests are processed.
Full-text search
Before: Search could miss relevant results or required exact matches.
Now: The system uses full-text search, allowing you to search by individual words or phrases.
Why it matters: Operators and managers can find relevant dialogs or tickets faster.
Next Response Time metric
Before: Reports lacked a dedicated metric showing the expected time to the next response.
Now: The Next Response Time metric is available in statistics.
Why it matters: It is easier to control response speed and adherence to support SLAs.
Chat reminders
Before: Chat reminders could trigger at the wrong time or be duplicated.
Now: The reminder workflow has been optimized to make reminders more predictable and useful.
Why it matters: Operators receive reminders when they really need them and are less distracted by redundant notifications.