We’re excited to announce significant improvements to Service CRM. These updates are designed to enhance your experience and streamline your workflow.
Email Channel
Email Threaded View – View and manage all customer email threads in one place.
Lead Merge Flow for Call Channel Tickets – Automatically merge tickets with primary email to eliminate duplicates.
Email OAuth Read from All Folders – Admins now have the flexibility to read emails from all folders including Inbox, Junk & Trash, ensuring ticket creation occurs based on the folder selected.
Change Email Subject for Tickets – Agents can update ticket subject lines for clearer communication.
Forwarding of Tickets – Forward tickets with full activity history to improve communication.
Assignment Rules and SLA
First Response Due Not Triggered on Ticket Update – Prevents reset of the First Response timer when updating ticket fields.
Group Manager in Ticket Owner & Secondary Owner Dropdown – Group managers can now manually assign tickets to themselves for greater flexibility.
Ticketing
SLA Custom Timer Filters for Response Due – Customize Response Due and Created On times to better match user needs in custom manner of Day, Hours & mins.
Bulk Update Custom Fields – Streamline bulk updates for single fields, including multi-level drop-downs.
Merge Tickets View – View and track all merged tickets in one place for easier management.
Associate Opportunity to Existing Tickets – Link opportunities directly to individual tickets for better sales and support visibility.
Service Chat
Chat Transcript Download in .txt Format – Download complete chat transcripts for easy record-keeping, includes both BOT & Agent Conversation.
CSAT for Service Chat – Collect customer feedback for your service chat agents to analyse and improve your support.
CSAT for Chatbot – Collect customer feedback for bot flows to improve service.
Optional Textbox for Bot & Service CSAT – Allow customers to provide detailed feedback with an optional text field along with CSAT 5 star rating.
New Chat UI Internal Notes – Agents can add internal notes to chats for better context and tracking of chats.
Campaign Messaging View – View context of campaign messages sent to customers to improve chat interactions.
Customer Notifications
Customer Notifications Enhancements – New notifications for agent replies via the portal and ticket reopens to keep customers informed.
User Management
Customisable Default Ticket Views – Customize ticket views based on user roles for improved workflow.
Sharing of Views – Share custom ticket views with specific users or teams for enhanced collaboration.
