06.04 2017 - Small update

New features

1. Carbon copy contact(s) to a ticket. This enables you to add as many CC to a ticket as you wish. All CC's will receive the same automatic messaging as the original contact. Messages like when a ticket has been assigned an agent or a ticket has been solved and closed. A ticket carbon copy can be found by opening a ticket under the Ticket actions section and under Options:

Click the "Ticket Carbon Copy" field and start typing in an email address or an existing contacts name.

If you want to add a CC from a contact in the contacts database, search by typing the name and clicking the suggestion to select.

It will then convert the object to an email address. If you want to add an email address that does not excist in the system, type the email address and push the enter button when done. This will convert the typed object to an email object. Remmember to save the ticket after adding CC's.

2. Specify what expertise will be used as default. You are now able to specify one expertise that is default for all incomming communication that does not match an email of an existing expertise. All unknown will then be directed to the default expertise. Setting what expertise should be the default is done via the SmartDialog settings under the expertise section (Only superusers has access to this feature)

Click the expertise you wish to edit and enable the "Use as default expertise" setting. This will remove the default setting on other expexpertises that might have it enabled.

Click save and close.

3. Added expertise to the ticket table. You are now able to see what expertise a ticket belongs to from the ticket table.

4. Display all tickets regardless of what expertise the agent are member of when selecting "ALL" tickets in ticket overview When selecting all tickets in the ticket table overview you will now be able to see all tickets even if you are not a member of that expertise.

5. Create contact directly from ticket.
   It is now possible to create a contact directly from ticket by clicking the Person with a plus in the Contact search field.

After creating the contact you will need to search for the contact in the search field.

Fixes

1. Tickets vanish from the table when returning from an open ticket.

2. When reading a message in a ticket it does not update the unread messages in the ticket table for the respective ticket.

3. When clicking reply on an message in a ticket you do not reply to the sender of the message but to the tickets contact.