We’re excited to introduce a major upgrade to tenant workflows: a built-in ticketing system...
We’ve rolled out improvements that make email communications more flexible, tickets easier to work with, and agent workflows smoother inside the chat experience.
Share our latest updates with our build PowerPoint Presentation ↗
Overview
- Agent Web Client ↔ Ticketing – Create and view tickets directly from a live chat.
- Email & Enhanced Email Delivery Options – Choose between one email to all recipients or individual emails per recipient.
- Ticketing UI Consistency – Even, easy-to-scan field sizing for key ticket fields.
- Email Template Task Reliability – More resilient email sends when using agent lists.
- Ticket Creation & Lookup Reliability – Consistent ticket creation and visibility even when some guest details are missing.
Agent Web Client Ticketing
Agents can create a ticket from an active chat and see a simplified ticket view right in the chat tab, with the option to open the full editor when needed.
Why it’s useful: Less context switching and faster follow-through during live conversations.
Email & Enhanced Email Delivery Options
Choose how your workflow emails go out: send a single group email to all recipients or individual emails to each person.
Why it’s useful: Teams can match delivery style to the moment—group announcements vs. personalized outreach—without changing their process.
Ticketing UI Consistency
Key ticket fields—State, Priority, Assigned-To, and Due Date—now have even, consistent sizing for a cleaner, more readable layout.
Why it’s useful: Quicker scanning and fewer clicks when reviewing or updating tickets.
Email Template Task Reliability
The Email Template task now handles agent-list recipient setups more smoothly, supporting dependable email sends without extra configuration.
Why it’s useful: Automated messages keep moving reliably, so your notifications reach the right people at the right time.
Ticket Creation & Lookup Reliability
Ticket creation from chat sessions remains consistent even when some guest details (like name or email) aren’t available, and tickets remain easy to locate afterward.
Why it’s useful: Smooth handoffs from chat to ticketing and dependable visibility for agents and managers.
