5.x Release Notes

Releases

The 5 series brings several improvements:

Minimum PHP 8.1 Required
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.
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.