We’ve introduced new options for attaching files to Instant Tickets, improved validation for taxonomy-based data migrations, and added a new workflow event and email template for deleted tickets — giving admins and agents more flexibility, stability, and automation in their daily ticketing workflows.
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Agents can now attach and manage files directly in Instant Tickets — including screenshots, logs, and other related materials — without needing to leave the interface. Each ticket automatically generates its own “InstantTicketItemV2” folder in the Media Library, and tickets with attachments now display a badge for quick identification. APIs and MCP models have been updated to include file data for smoother integrations.
Why it’s useful: This makes it easier for teams to share context, reduce back-and-forth communication, and keep all related materials stored securely with each ticket.
A new workflow event now triggers when a ticket is deleted, allowing admins to automate cleanup, auditing, or notification steps. This release also includes a new Instant Ticket Deleted Email Template, giving teams the ability to automatically alert stakeholders when a ticket is removed.
Why it’s useful: This streamlines audit processes, improves visibility into ticket removals, and helps maintain accurate records across environments.
We’ve added improved validation and error handling to ensure FAQ and Problem Tag taxonomies remain valid during data migrations. These changes prevent invalid taxonomy configurations from being saved and reduce the risk of migration loops.
Why it’s useful: Teams can manage tags and taxonomy-based data with greater confidence, ensuring clean updates and consistent search behavior across modules like FAQs, Prompt Library, and Ticketing.