Improvements

Error Status Tickets Now Visible Alongside Open Tickets

A new setting — Show Open And Error Tickets Together — allows administrators to group error status tickets alongside open tickets throughout the ticket list. When enabled, error tickets will appear in the same views, sorted and grouped together with open tickets, rather than being separated out. This makes it easier for agents to spot and action problem tickets without switching between views.

This setting is off by default and can be enabled in Tenant Settings using the Show Open And Error Tickets Together toggle under Features.

Bug Fixes

Email Forwarding with Certain Attachments

Forwarding emails that included certain types of text attachments could fail with a UTF-8 encoding error in some cases. This has been resolved and emails with all attachment types now forward reliably.

Bug Fixes

Reopened Tickets Appearing in Search Results

Tickets that were reopened following the completion of a follow-up were not always appearing correctly in search results and filtered views. This has been fixed, so reopened tickets are now immediately visible and searchable as expected.