6.0.0

Release Details

Important Notes

Please read Upgrading to 6.0 from 5.7 for important changes in this release.

Notable Changes

Updated System Requirements

The minimum system requirements have been raised in this release:

• PHP 8.3.1 or later is now required. PHP 8.5 is now supported.
• ionCube Loader 14.4.1 or later is now required.
• MySQL 8.0 or MariaDB 10.5 is now the minimum supported database version.

Please review the full system requirements before upgrading.

Chat Channel

A new Chat channel lets you embed a messaging widget on your website, enabling customers to start conversations with support agents or AI assistants without leaving the page. Unlike traditional live chat, it is designed as an asynchronous messaging experience - conversations persist over time, allowing customers to leave and return at their convenience while maintaining the full conversation history.

It is available as a free add-on through the marketplace.

AI Assistant Plugin

We've completely rewritten the AI Assistant plugin and are excited to officially release it as a stable plugin. It is now available as a free add-on through the marketplace.

The AI Assistant plugin improves operator efficiency with AI-powered features in the ticket view. Operators can generate suggested replies, summarise tickets, and enhance their own messages directly from the reply editor. The plugin also supports autonomous AI responses in Chat channel conversations, with automatic escalation to a human agent when needed.

In the latest version, the AI Assistant adds support for Anthropic, Gemini, and Ollama models alongside OpenAI, as well as Meilisearch vector storage and a configurable assistant persona. It also introduces two optional features: Ticket Resolved Detector and Ticket Priority Updater.

Visual Improvements to the Ticket View

The new ticket timeline provides a clearer view of ticket activity by combining messages and activity log entries into a single chronological view. This makes it easier for operators to review the full history of a ticket and quickly find important information.

The reply editor has been redesigned with a smaller footprint, giving operators more space to view ticket content. It can now be minimised, maximised, or pinned to the bottom of the screen to suit different workflows.

Additional Improvements

• A new context sidebar has been added to the operator panel to improve how information from add-ons is displayed.
• Feedback forms can now send notifications when feedback is submitted, helping teams stay informed and respond more effectively.
• System activity log filtering has been enhanced with additional filters for event type and record.
• Individual keyboard shortcuts can now be edited or disabled to better suit operator preferences.

Resource Changes

• English language pack changes (from 5.7.5)
• Frontend template changes (from 5.7.5)
• Operator template changes (from 5.7.5)
• Asset files changes (from 5.7.5)

Changelog