Smart Ticket Assignment
You can now create smart rules to assign tickets to available or the least engaged agents in a round-robin format.
My Queue View
You can organize tickets in your inbox with three types of inbox views.
- My Queue view contains only the pending tickets assigned to you.
- All Queue view contains the pending tickets for the whole team.
- The Unassigned view contains the tickets which have not been assigned to anybody.
Currently, you will see the pending tickets in your inbox by default. Set a filter to view the resolved tickets.
Mobile App Updates
Here are new features & fixes for the MyAlice mobile app. You can now:
- See the visual representation of Quick replies, Buttons & Gallery in your inbox.
- Select multiple images from the mobile gallery.
- Download attachments, including images, video, and files.
Additionally, we fixed the single image upload issue in iOs and some other minor bugs.