Prevent Emails to System-Owned Addresses
To improve system integrity and prevent unintended message loops or misrouting, the platform now blocks outbound emails to addresses owned by the Case Management system itself (e.g. channel addresses or system forwarding addresses).
Outbound emails to these system-owned addresses will be silently prevented
A warning message will be shown in the UI to alert the agent or user
Applies across manual sends, replies, and forwarding
🔧 Configuration:
This feature is optional and can be enabled via:
Settings → General → Account Settings
Under the section: Feature Enhancements (beta)
Enable the option: “Prevent sending to system-owned email addresses”
This safeguard ensures cleaner ticket flows and avoids circular messaging behaviours.
Lazy Loading and Search for Category Fields
We've improved the performance and usability of Category Fields across the application by introducing:
Lazy Loading: Category options now load incrementally as you scroll, reducing initial load time for large datasets.
Search Functionality: You can now quickly find the desired category value using a type-ahead search input, making it faster to locate specific options.
This enhancement applies to:
Category fields in the Message Editor (For API Channel Ticket)
Ticket Attributes panel
Ticket Search panel
Inbound Rule configuration views
Bug Fixes and System Enhancements
Fixed an issue where category values marked as Hidden from Agents were unintentionally cleared when other ticket attributes were updated — these values are now preserved correctly.
Added pagination to the category edit page to improve performance and usability when handling large numbers of choices.
Updated various language translations.
Support for bulk deletion of category choices via
DELETE /categories/{category_id}/choicesIncreased page size support — fetch up to 1000 choices per request using
?per_page=1000API responses now include
category_choice_pagesto indicate total pagination count for selectable categories