Announcement widget, SSO changes and more. Release notes - August 21,2018
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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 also the agents would receive an in-app alert as soon as an announcement gets posted.
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.
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!
That's all it, folks!
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