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October 9th 2025 – Release Notes: Email Template Workflow Task, Ticketing UI Improvements, and Workflow Event Documentation Updates

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We’re introducing a powerful new Email Template Workflow Task, a quick Copy Link button for tickets, and expanded Ticketing Workflow Event documentation and cleanup — making workflows more automated, collaboration easier, and system logic more transparent.

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Let’s dive into what’s new:

Overview

  • Email Template Workflow Task – Automate outgoing emails using pre-built templates that support both Liquid and AdaptiveTemplate syntax.
  • Ticketing UI – Copy Link Button – Share tickets instantly via a new quick-copy option in Edit or View mode.
  • Ticketing Workflow Event Help Pages & Cleanup – Standardized workflow logic and added new documentation for ticketing event triggers.

Email Template Workflow Task

A new workflow task enables sending emails using predefined templates with flexible syntax and targeting options. Both and ${AdaptiveTemplate} formats are supported, allowing workflows to pull recipient data dynamically from events or agent lists.

Why It’s Useful: This enhancement allows teams to create automated, consistent, and professional communications triggered directly from workflow events — improving responsiveness while saving time on manual email handling.

Ticketing UI – Copy Link Button

We’ve added a Copy Link button to the ticket interface, available in both Edit and View modes. Agents can now instantly copy a ticket URL and share it with colleagues or external systems without leaving the page.

Why It’s Useful: Makes collaboration and ticket handoff faster, reducing steps and improving communication across teams.

Ticketing Workflow Event Help Pages & Cleanup

We expanded the Ticketing Workflow Event documentation and streamlined backend event handling for reliability. Key improvements include:

  • New help pages for Ticket Created, Assigned To Agent, Comment Added, and Ticket Updated events.
  • Standardized createdBy and lastModifiedBy API fields.
  • Simplified event logic to correctly distinguish between “AssignedTo” and “Updated” triggers.
  • Reduced redundant logs and improved workflow data accuracy.

Why It’s Useful: Developers and administrators now have clearer insight into how events fire, easier troubleshooting, and better-documented references within the Workflow Editor.