5.x Release Notes

Releases

What's New?

The 5 series brings several improvements:

• PHP 8.2 Support
  The new minimum requirement is PHP 8.1.
• Reports
  New reports framework, with multiple dashboards per report and multiple cards per dashboard. Offers new card options, better timeframe options, and the ability to show underlying data for a card.
• Search Drivers
  Switch to a different search driver such as Algolia or Meilisearch.
• Updated Help Widget
  The help widget channel has been rewritten with the latest libraries and given a new lick of paint. Users can now attach files when contacting you and the Javascript API has been expanded.
• Improved SLA Target Options
  SLA plans have a new 'next reply time' target option, that lets you set a target time for the next operator reply (after the first reply) since the user's last unanswered message. SLA targets can now also be left blank, if for example you do not want to set a due time for the resolution of the ticket, but just for the next reply to the ticket.
• Ticket Reply/Resolve Due Times
  The due time for the next reply to the ticket and for its resolution are now shown separately. Escalation rules can now specifically target either the reply due time or resolve due time being breached, if you wish to perform different actions in either case.
• Additional User Email Addresses
  Users can now set more than one email address on their profile, which can be used when parsing incoming emails. This is useful in cases where the user may contact you from different email addresses. Email addresses are also now kept and combined when merging users.