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Release 5.2.9

What Changed

  • Ticket distribution. Further improvements to the automatic ticket distribution strategy between operators.
  • Ticket product dashboard. Refinements to dashboard behavior and related metrics.
  • Next Response Time metric. Adjustments to the Next Response Time calculation.
  • Quick replies. Continued stabilization of quick replies behavior.

How It Changed

Ticket distribution and dashboard

Before: Automatic ticket distribution and the ticket dashboard were already available but needed fine-tuning in specific scenarios.
Now: Distribution logic and statistics display have been refined based on real usage.
Why it matters: Ticket data becomes more accurate and distribution more predictable.

Next Response Time metric

Before: The metric might not fully reflect the expected time to next response in all scenarios.
Now: The calculation has been adjusted.
Why it matters: It is easier to control response speed and SLA performance.

Quick replies

Before: Quick reply issues could still appear.
Now: Their behavior has been further stabilized.
Why it matters: There are fewer disruptions when working with template replies.

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