We’re rolling out powerful updates to elevate service performance and control. From agent-level CSAT insights, multi-level SLA reminders and smarter workflows, to enhanced field permissions and improved chat experiences, these updates help your teams work intelligently and respond faster.
New Service Chat Report – CSAT
You can now view each agent’s average CSAT rating over a selected period. This Service Report supports filtering by agents or Service Groups and allows you to toggle between date-wise and agent-wise views for deeper insights.
Multi-Level Reminders in SLAs
You can now configure up to 4 levels of reminders for an SLA, enabling more proactive tracking and timely action on service commitments.
Field Visibility & Access Control Enhancements
The Field Level Permissions tab lets you manage field-level visibility for users. If a field is visible, you can also define the actions users can perform on it. For instance, you can allow agents to view the “To Email” field while restricting them from editing it.
Bulk Update Enhancements
Based on the Field-Level Permissions configured in your account, agents can no longer bulk update fields they cannot access. For example, if the Type and Sub Type fields are restricted for agents, those fields will be excluded from Bulk Actions.
Upload Attachments in WhatsApp Replies
Agents can now upload and send PDF attachments when replying manually to customers via WhatsApp on a ticket.
Upload and Preview Files in Chat
Agents can now upload up to 10 files in a single chat message. The maximum file size that’s supported is 8MB, and the supported file types are –
- Documents – .pdf, .doc, .docx, .xls, .xlsx, .ppt, .pptx, .txt, .csv
- Images – .jpg, .jpeg, .png, .gif, .svg, .webp
- Videos – .mp4, .mov, .avi, .webm
- Audio – .mp3, .wav
Preview is supported for PDFs, images, and GIFs. You can also add individual captions to each uploaded file.
Agent-side Export: Field Selection Available
Admins, Group Managers, and Supervisors can now select specific fields while exporting ticket data from the agent side.
Blocked Domain Exception for Ticket Creation
When configuring blocked email domains, you can now add specific email addresses as exceptions, allowing ticket creation from them even if their domain is blocked. This is useful when you want to block an entire domain but still allow ticket creation from select trusted contacts within that domain.
Reuse Stages in Process Builder
While creating a stage in Process Builder, you can now save it as a template and reuse it in new processes. This streamlines process creation and ensures consistency.
Sort Tickets by Customer Response
You can now sort the Ticket Views page in either ascending or descending order based on Customer Responses. This helps you prioritize tickets more effectively.
