Announcement widget, SSO changes and more. Release notes - August 21,2018
Aravind Sundararajan
ADMIN
started a topic
almost 3 years ago
Enhancements:
Announcement widget: (MINT)
We've a new addition to the recently released Team Dashboards - Announcement widgets. These widgets can be configured by admins/supervisors to send out an announcement to all agents in the helpdesk. These announcements stay on top of the dashboard widgets and the agents are also alerted with an in-app notification.
Count of related tickets on tracker/parent ticket in the list view: (MINT)
In the tickets list view page, the count of related tickets would now be displayed alongside a parent/tracker ticket. You can also see the list of tickets associated by clicking on the number.
Ability to re-size the inline images: (MINT)
You can now re-size the images added inline to the ticket replies. Click on the image, drag the borders as you like to change the image dimensions.
"Convert ticket to a forum topic" option: (MINT)
Have a ticket that you think can benefit the community? Now, go ahead and convert the ticket into a forum topic with ease.
Security update - Change in SSO hash expiration time:
As part of a security update, the validity of the hash being generated for SSO (Single Sign On) with Freshdesk is being set to +/- 30 seconds from the time of hash generation. If the user tries to login after 30 seconds, the hash would be invalidated and the session would be timed out.
Bug Fixes:
Ticket fields aren't populated using the "Convert Forum to a ticket" option:
We noticed that the ticket fields weren't getting populated with the requester information and the description while using this option on IE11 and MS EDGE browsers. It works like a charm now with this fix!
"Automatically re-open tickets when a customer responds" automation:
The observer automation that automatically re-opens the ticket when a customer responds, didn't work for tickets created via Twitter. We managed to find that the user_ids weren't getting recorded on twitter tickets (due to a recent change in their API) and that caused the rule to fail. Fixed now!
Aravind Sundararajan
Enhancements:
We've a new addition to the recently released Team Dashboards - Announcement widgets. These widgets can be configured by admins/supervisors to send out an announcement to all agents in the helpdesk. These announcements stay on top of the dashboard widgets and the agents are also alerted with an in-app notification.
If you'd like to add this to your account, drop us a note on this discussion thread.
In the tickets list view page, the count of related tickets would now be displayed alongside a parent/tracker ticket. You can also see the list of tickets associated by clicking on the number.
You can now re-size the images added inline to the ticket replies. Click on the image, drag the borders as you like to change the image dimensions.
Have a ticket that you think can benefit the community? Now, go ahead and convert the ticket into a forum topic with ease.
As part of a security update, the validity of the hash being generated for SSO (Single Sign On) with Freshdesk is being set to +/- 30 seconds from the time of hash generation. If the user tries to login after 30 seconds, the hash would be invalidated and the session would be timed out.
Bug Fixes:
We noticed that the ticket fields weren't getting populated with the requester information and the description while using this option on IE11 and MS EDGE browsers. It works like a charm now with this fix!
The observer automation that automatically re-opens the ticket when a customer responds, didn't work for tickets created via Twitter. We managed to find that the user_ids weren't getting recorded on twitter tickets (due to a recent change in their API) and that caused the rule to fail. Fixed now!
That's all it, folks!
Cheers!
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