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December 14, 2024

This release brings additional functionality to the Case Management feature and bugfixes.

Change log​

  • NEW Browse Cases on the Portal
    • Supervisors can now browse and manage cases directly through the portal with a new Cases menu under the Customers section. This menu is available only if the case feature is enabled for the tenant.
    • Case List Display: Shows cases from the last 3 months, prefiltered to the last 7 days for a focused view containing various details about the case with searching and filtering options.
  • NEW Supervisor Access to View & Edit Case Details
    • Supervisors now have the ability to view and edit case details directly from the case list. By clicking on a case, they can access its full details and make updates as needed.
    • Edit Options:
      • Update the subject, notes, and custom fields.
      • Change the open reason or close the case.
    • Note: Closed cases are locked and cannot be edited.
    • Audit Timeline: Any changes made by a supervisor are logged and reflected in the case timeline, visible to both agents and supervisors.
  • RESOLVED Fixed an audit issue that caused removing attributes from agents to be shown as updated by Unknown user instead of the actual user.