The following updates will be made to Puzzel Ticketing on 1st September 2020. These are categorised as additional features, improvements to existing and bug fixes.

Additional Features

Holidays:

A new feature concerning the Holiday functionality will be released which allows certain days or time period to be set to a holiday. This would typically be used for public holidays such as bank holidays or Christmas. Setting a day or time period to a Holiday excludes this from Working Times, meaning that autoreplies and Service Level Agreements (SLA’s) know the team are not working.

Holidays are an extension to Working Hours and are set against one or more teams in the Team Settings.

For example: If 25th December is set as a Holiday, then any ticket received on this date will receive the Outside Business Hours automatic reply and the SLA will ignore this day on a response or resolve time, and also in the reporting. This sets customers’ expectations so that they know when to expect a response (better customer satisfaction) and gives more accurate business reporting.

Holidays only cover full days. These can be used for any type of Team holiday; a Team can be made up of one or more Users.

For each working hour timetable holidays must be set-up. A holiday can be edited or deleted via the holiday calendar.

On-Hold status:

In this release a new ticket status will be deployed: Namely, On Hold.

This is an additional step between Open and Resolved and should be used where a ticket cannot be worked due to an internal blocker. For example, this might be waiting on internal information. There is no SLA pause with this ticket status as is currently available with the Pending status where SLA is paused when waiting on a customer.

Ticket status is accessed in the normal way and this new status is captured across the product in dashboard, reporting etc.

IndicateMe integration:

An integration with IndicateMe will be made available as part of this release. IndicateMe are in Puzzel Marketplace and provide data on customer service performance, such as Net Promoter Score (NPS). To be able to use this integration, customers must have a valid IndicateMe account and must be able to provide the necessary credentials.  

Puzzel Ticketing will then communicate with IndicateMe to confirm when a ticket has been Resolved and therefore customer can be asked for NPS survey. It is possible to set a delay on sending NPS and a sampling percentage from Puzzel Ticketing.

Improvements

An improvement to existing features and functionality is included as below:

Customer export deceptive site warning:
      A deceptive warning was being given when exporting a specific customer file. This  has been addressed and now no warning is been given.

Bug Fixes

No bug fixes will be released.