We present to your attention a new update of the ticket system. We have taken your wishes into account and present the following novelties:
I. NOTIFICATION SYSTEM
- Each employee can customize notifications depending on their needs: changing ticket status, adding a new message, changing SLA and much more.
- The system administrator can configure notifications for employees, for customers (if necessary).
- For each communication channel, the possibility of notifying the client about the creation of a ticket and its closure has been added.
II. PERSONAL SETTINGS OF THE EMPLOYEE
- Setting a personal photo of the employee.
- Added a separate signature for use in messengers (you can use it if needed).
III. KNOWLEDGE BASE
Added the ability to add the text of messages for messengers. In today's world, it is important to be one step ahead, so you can set a more extended reply text for e-mails, and a shortened one for messengers.
IV. ORGANIZATIONS
- Added setting to show access to tickets.
- Added the ability to indicate the head of the organization.
- Added the ability to configure the organization in personal filters.
- Added a notification to the head of the organization.
- Organization domain — automatic setting of the organization when creating a client.
V. FUNCTIONAL OFFICER "HEAD OF THE DEPARTMENT"
- Added the field "Head of department" (when creating a department).
- Full access to department tickets is granted.
- Added a notification about the appearance of a ticket without an executor in the department.
- Added notification of completion of the SLA deadline in the department task.
VI. CREATING A NEW CLIENT
Completely simplified system for sending a new contact letter. From now on, all you have to do is enter your email in the field and the contact will be automatically created. If necessary, you can edit the contact and enter its data: P.I.P., phone number, etc.
VII. CONFIGURING TICKET ID
Added settings for the length of the ticket number, prefix and suffix.
VIII. INTERFACE BRANDING — now you can adjust the design of the system to match your company's corporate colors.
IX. OpenAI / GPT — connection of AI to the ticket system, for working with the text of messages.
X. OTHER:
- Evaluation of the quality of service — after closing the ticket, the client has the opportunity to indicate an evaluation and leave a comment.
- Working hours — the ability to set up an auto-reply to a client who wrote outside of working hours.
- Multiple choice of responsible employee.
- For communication channels, an opportunity has been added (depending on the status of the ticket) to facilitate the creation of a new ticket
- For each communication channel, repeated attempts to send a message have been added (in case of a sending error) — the next sending takes place after 1/3/5/10/20 minutes.
Fixed the following bugs:
- Telegram — improved work with group chats: response to change of chat name, fixing of messages, original names of authors.
- Mail - improved handling of MessageID and In-Reply-To headers
- Knowledge base - fixed draft operation.
- SLA - fixed bug in personal filters.
- Fixed a bug in the sub-application if the specified date has passed.
- Tickets - fixed quoting of the highlighted part of the message.
- Added cleaning of the executor when creating a sub-application (in the case of multi-selection there were extra copies).
Have fun using the system!