6.x Release Notes

Releases

What's New?

The 6 series brings several new features and improvements:

• 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.
• AI Assistant plugin
  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.
• Modernised platform and dependencies
  Added support for PHP 8.5 and upgraded several core libraries.
• Ticket view improvements
  Ticket history is now presented in a clearer timeline, making it easier to review activity log entries and ticket messages in one place. 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.