Product Updates – April 02, 2022

Our rock star engineering team continues to rapidly add features and enhancements based on customer feedback. Let’s dig into this week’s updates:

Custom Ticket Fields in Automation Rules

All your custom ticket fields can now be used to trigger automation rules. Let’s say you’ve added a date field to your Create Ticket Form. Now, you can create automation rules that get triggered for conditions based on that particular date field. Check them out in the Settings > Productivity > Automation tab. You’ll find the custom ticket fields listed under the “On ticket properties that match” section: 

automation custom ticket fields

Ticket Trends Report – Filter by category

You can now filter the ticket trends report by category. We’ll soon be adding more filtering capabilities to this and other reports.

ticket trends filter by category

Customize ticket fields in Agent Web App

While you were able to customize ticket fields for all the support channels, until now the Agent Web App was not customizable. With this release the Agent Web App’s Create Ticket form can also be customized to fit your needs:


How Tos

Articles on specific tasks

Updates & News

Release notes and product updates

Getting Started

Setup guides that help you get started.

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