July 2024 - Helpdesk UI Updates

Separating Assignee and Assignee Group

In the dashboard list view we have separated the assignee column to Assigned To and Assignee Group. These can be tracked separately.

On the webview side as well, the assignee will now be shown separately with the assignee group shown in a gray tag.

If the ticket does not have an assignee and is only tagged to a group then the assignee will be empty with only the gray tag showing the group the ticket is assigned to. 

Update Title

Agents will now be able to update the title of the ticket in case the channel user has raised the ticket with any sensitive information in the title.

In the details page there is an option to "Edit Title"

On clicking this, users can go on to update the title-

Prompting Agent to Update Comments during Manual Assignment Transitions

When tickets are assigned to manual assignment groups, any update to the group, status or action opens a manual transition popup where the updates can only be made based on the workflows defined in that user group's manual transition settings. In these scenarios, we will additionally add a comments text area so that agents can add their findings before reassigning the ticket. This comment gets added as a ticket comment.