Bug Fix: Status Changes Not Saving When Switching Channels

We've resolved an issue where ticket status changes (such as when clicking "Send and Resolve") weren't being saved when switching channels when responding to a message using an API channel.

Issue Resolved:

Previously, when agents responded with status changing buttons (like "Send and Resolve" or "Send and Pending") while switching between to a new API channel, the status change would be lost even though the message was sent successfully. This occurred because the system was processing channel change Event Rules before saving the status update, causing the ticket to revert to its previous status.

What's Fixed:

• Status Persistence: Ticket status changes now save correctly when switching channels during a response or forward.
• Consistent Behaviour: API and Email responses handle channel switching in the same reliable way

Impact:

Agents can now confidently use status-changing send buttons while switching between communication channels, knowing that both the message will be sent AND the ticket status will be updated as expected.

Performance Fix: Large Email Campaign Stability

We've addressed system stability issues that occurred when processing delivery receipts from large email campaigns sent through SendGrid.

Issue Resolved:

During large email campaigns, the high volume of delivery receipt webhooks from SendGrid could overwhelm the system, causing slow performance or temporary outages as delivery statuses were processed in real-time.

What's Improved:

• Background Processing: Delivery receipts are now processed in the background, preventing system overload
• Intelligent Throttling: Processing is limited to prevent system overwhelm during peak delivery periods
• System Stability: Large email campaigns no longer impact overall platform performance

Benefits:

You can now send large email campaigns with confidence, knowing that delivery tracking will continue to work reliably without affecting the performance of other Case Management functions.

Performance Fix: Morning Login Slowdowns

We've resolved performance issues that were causing slow loading times during peak morning login periods.

Issue Resolved:

Ticket count caching was expiring overnight, causing all users logging in during morning hours to trigger simultaneous database queries to recalculate ticket counts. This created unnecessary database load and slower response times first thing in the morning.

What's Improved:

• Background Refresh: Ticket counts are now refreshed automatically overnight via background processing
• Faster Morning Logins: Dashboard and ticket count displays load quickly during peak morning hours
• Reduced Database Load: Eliminated simultaneous counting queries that occurred during morning login rushes
• Smart Caching: Improved caching strategy prevents performance bottlenecks

Benefits:

Morning login experience is now consistently fast, with ticket counts and dashboard statistics loading quickly regardless of how many team members are accessing the system simultaneously.