This article provides an overview of changes and additional features planned for a release on Nov 11th, 2024.

The changes made in this release concern Puzzel Case Management.

Note that some of these features may require a customised set-up before they can be activated. In addition, some features may have a set-up and/or monthly cost element associated to it. 

Puzzel Case Management

Enhanced Puzzel Contact Center Queue Prioritisation

Based on user feedback, we have decided to roll back the recent change to request prioritisation introduced in the 6th November release for enhanced Puzzel Contact Centre Queue prioritisation.

Instead, customers who wish to utilise this new feature can enable it manually by activating the setting “Ticket Creation Date VIP Score Calculations,” found under Settings -> Integrations -> Puzzel in the Synchronization Settings section.