---
title: "Release 5.2.3"
description: "Further improvements to ticket distribution, search, metrics, and reminders."
---

# Release 5.2.3

## What Changed

- **Ticket distribution strategy.** Continued improvements to ticket distribution strategy settings between operators.
- **Full-text search.** Further refinements to full-text search for dialogs and tickets.
- **Next Response Time metric.** Adjustments to how the Next Response Time metric is calculated and used.
- **Chat reminders.** Additional optimization of the chat reminder workflow.

## How It Changed


### Ticket distribution

**Before:** The automatic ticket distribution strategy was available but needed further tuning for complex scenarios.  
**Now:** The distribution logic has been refined to better handle real-life ticket workflows.  
**Why it matters:** Ticket distribution becomes more predictable and better aligned with the team's processes.

### Full-text search

**Before:** Full-text search was already present but some queries could behave suboptimally.  
**Now:** The implementation has been refined to improve result quality and performance.  
**Why it matters:** Operators can find relevant dialogs and tickets faster, even in large datasets.

### Next Response Time metric

**Before:** The new metric required fine-tuning in how it is calculated and displayed.  
**Now:** The metric logic has been adjusted so that it better reflects how operators actually work.  
**Why it matters:** Reporting on response speed is more accurate, which helps monitor and enforce SLAs.

### Chat reminders

**Before:** Even after previous changes, some reminder scenarios could still behave unexpectedly.  
**Now:** The reminder workflow has been revisited and further optimized.  
**Why it matters:** Operators receive timely and relevant reminders without excessive duplicates.