---
title: "Release 5.2.2"
description: "Automatic ticket distribution, full-text search, new metrics and improved chat reminders."
---

# 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.