Release Notes: This maintenance update includes 12 improvements. The 'Set header' action in 'Before sending worker message' behaviors is now capable of replacing existing mail headers. An issue where the bucket name was always 'Inbox' in some Virtual Attendant behaviors was fixed. A warning was added to the POP3 setup page, stating that downloaded mail will be deleted from the mailbox. In Setup, custom fields can be dragged into a desired order. Global custom fields can be migrated to fieldsets. A loading spinner is shown when clicking the reply button on a ticket profile.
Release Notes: This major update includes 144 new features. A new mobile Web interface provides workers with access to their notifications, workspaces, and Virtual Attendant behaviors while away from their desks. Virtual Attendants now directly own behaviors, making it easier to organize automation workflows. The events and actions available to Virtual Attendants can be restricted by admins. Attendants can delegate behaviors to each other in real time. The simulator can target specific records and public behavior variables can be tested. Automation behaviors can be triggered through the REST API.
Release Notes: This maintenance update includes 13 improvements. When configuring a Virtual Attendant to relay email to workers, the default subject line now contains the ticket mask in order to promote discussion threading even without the standard mail headers. Virtual Attendant behaviors can now include dynamic lists of arbitrary workers when determining a worker for dispatching or other assignment behaviors. Previously, this was limited to groups and static worker lists. Ticket worklists allow data to imported from CSV files, which simplifies merging and importing data from external systems.
Release Notes: This maintenance update includes 23 improvements. The default 'Mail' page created by the 'Help me create a page' wizard now expands the subtotals sidebar on the ticket worklists. When a worker doesn't have an availability calendar configured, viewing the 'Availability' tab on their profile now discloses this fact. All Virtual Attendant behaviors can now use a 'Custom Script' condition to determine outcomes. After importing a file of CSV records into a worklist, the number of imported records is now displayed. The '#comment' action on relay replies works properly again.
Release Notes: This maintenance update includes eight bugfixes and usability tweaks. Custom fieldsets can be managed from the Custom Fields section in Setup. Virtual Attendants can perform macros on calendar records. The initial and latest message placeholders can be used in 'Before sending worker reply' behaviors. Workers may be selected in Virtual Attendant variables based on their calendar availability. This allows automated dispatching to assign items to workers who are scheduled to work even if they aren't logged in. Ticket worklists can display and export the first and last names of message senders.
Release Notes: This maintenance update includes 13 bugfixes and usability tweaks. Custom fields and fieldsets can be selectively set while replying to tickets. During a reply, the "Would you like to move this conversation?" question clearly shows the current group and bucket. Recurring events may specify a starting date. A floating calendar is available for making selections on date fields. This release fixes an issue with knowledgebase workspace tabs. UTF-8 encoding is used when displaying HTML attachments in the browser. Custom fieldsets can be deleted. This release fixes an issue with the "Help me create a page" wizard.
Release Notes: This major update includes 118 new features. Related custom fields can be grouped into optional fieldsets. Workspace pages, tabs, widgets, and Virtual Attendant behaviors can be imported and exported. Workspace and calendar data can be read from the API. Widget data is exportable from the UI. New widgets provide calendars, clocks, and countdown timers. Multiple calendars can be created by roles, groups, and workers. Virtual Attendants can use calendars to schedule dates in "working hours". Recurring event patterns are more flexible. Plugins are auto-updated during an upgrade.
Release Notes: This maintenance update includes five bugfixes and usability tweaks. The 'nobody' shortcut on the ticket peek popup now works properly in IE8. An issue where malformed HTML attachments were being truncated when displayed in the browser was fixed. An issue with purified HTML attachments having their ID attributes stripped when displayed in the browser was fixed. When hovering over an attachment, a download option is now revealed. An issue in the scheduler where only one job would run per request if PHP lacked permission to use the set_time_limit() function was fixed.
Release Notes: This maintenance update includes nine bugfixes and usability tweaks. Virtual Attendants can use the 'Send Email' action in organization, knowledgebase, and time tracking behaviors. An informative error message is displayed when the database connection is lost. An issue in Firefox where the reply box no longer focused was fixed. The first available reply-to address will be used where there is no default. An issue where PHP was expiring inactive sessions earlier than the browser cookie was fixed. Issues with keyboard shortcuts on the reply and compose forms when selecting text with Ctrl+Shift were fixed.
Release Notes: This major update includes 64 new features. Virtual Attendants now track usage statistics. Virtual Attendants can set cross-record custom fields, add headers to sent mail, add recipients to mail, set organizations on tickets, and post comments as their owner. Macros integrate jQuery for automation while replying. Workers may upload multiple attachments at once. URLs can link directly to messages. Comment creation triggers events. Calendars can plot dates from any worklist. Admins can list sessions. Snippets track daily usage. The Web API can upload files, search comments, and compose mail.