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Release 5.3.21

What Changed

  • Ticket status in Operator Panel. Panel state matches current ticket status in real time.
  • Ticket previous appeals history. Tickets now show previous appeals: messages from all sessions of the same channel; session dividers with closed/opened badges.
  • Dialog status badges and search. Dialog status badges added; unified search across contacts, channels, and participants.
  • Closed chat (archive). When viewing a closed chat (archive), only that chat room’s messages are loaded — no mixed history from other sessions.
  • Connect to chat. Restricted connecting to a chat that is already being processed; confirmation dialog for force connect; merged ticket banner.

How It Changed

Before: Ticket history could be split by sessions without clear separation; search across contacts/channels/participants could differ by context.
Now: Full appeal history per channel with session dividers; unified search and status badges.
Why it matters: The operator sees full client context and finds the right dialog faster.

Archive and connect

Before: Viewing a closed chat could load messages from other sessions; connecting to a chat could be unrestricted.
Now: Archive shows only the selected chat room’s messages; connecting to an already processed chat is restricted with confirmation; merged ticket banner added.
Why it matters: Correct archive history and control over who works with the chat.

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