Zisson Socialboards 2025 – No. 4

11/11/2025

Split of “Web” Source into Sub-sources

• What’s coming: The “Web” source is now divided into sub-sources: internal forms, external forms, API, and forwarded tickets.
• How it works: Previously, all tickets created via web forms appeared under one source. Each channel now has its own source label for easier filtering and tracking.
• How to use: No action required. Use filters to locate tickets from specific sub-sources.

SLA as a New Option in the Rules Engine

• What’s coming: SLA values can now be applied directly through the rules engine.
• How it works: Admins can create rules to automatically assign SLA targets based on ticket conditions (e.g., domain or type).
• How to use: Go to Rules → Create/Edit Rule → Add SLA condition or action.

SLA Sorting

• What’s coming: A new sorting option lets users sort the ticket feed by SLA response time.
• How it works: Sorting can be customized per user or set as default by the administrator.
• How to use: Choose SLA-based sorting in the ticket feed. If not set manually, the admin default applies.

Improved Expired SLA Visibility

• What’s coming: Clearer visual indicators for expired SLAs in the ticket feed.
• How it works: Expired tickets are now more visible, helping agents prioritize better.
• How to use: No action required.

Updated Logic for Editing Recipients

• What’s coming: Better handling of recipient changes in email and webform tickets.
• How it works: Any changes made by the agent are now automatically saved.
• How to use: No action required – recipient changes persist automatically.

New Sender List

• What’s coming: A new feature for managing and categorizing domains and email addresses as senders.
• How it works: Works alongside the rules engine to manage large sender sets without complex rules.
• How to use: Go to Settings → Sender List to add or categorize senders.

Authentication Form for Anonymous Users

• What’s coming: You can now create custom authentication forms for anonymous chat sessions.
• How it works: The system collects pre-chat information without requiring an email address.
• How to use: Create and configure the authentication form under Settings → Chat and enable anonymous sessions.

Miscellaneous Improvements

• What’s coming: General improvements and fixes.
• Details:
  • Bugs fixed
  • New FAQ export tool
  • Updated mobile app with minor UI and performance enhancements
  • Frontend upgraded to Angular 20
  • New automated tests
• How it works: All improvements are applied automatically.
• How to use: No action required.