Release 5.2.5

What Changed

  • CSAT history in contact logs. Contact logs now show the history of CSAT scores for a client.
  • Ticket participants list. Tickets now display a list of all participants.
  • Manual ticket merge. You can manually merge related tickets.
  • Automatic ticket merge. In typical scenarios, the system can automatically merge tickets.
  • Image display in dialogs. Fixed issues where images could fail to display in chats.

How It Changed

CSAT history in contact logs

Before: The history of satisfaction scores (CSAT) for a contact had to be gathered from different places or outside the logs.
Now: CSAT history is available directly in the contact logs.
Why it matters: It is easier to see how client satisfaction changes over the lifetime of a contact.

Ticket participants

Before: It was not always clear who had been involved in working on a ticket.
Now: Tickets show a list of participants.
Why it matters: It is easier to understand which operators or roles were engaged in handling a request.

Manual and automatic ticket merge

Before: Related requests had to be handled separately, making the communication history fragmented.
Now:

  • you can manually merge tickets that belong to the same case;
  • in some scenarios, the system can merge tickets automatically.
    Why it matters: The full story of a case is collected in one place, with less duplication and confusion.

Image display in dialogs

Before: In some cases, images in chats might not have been displayed.
Now: Image display in dialogs has been fixed.
Why it matters: Operators see the full communication context, including shared images.