The changes made in this release concern Puzzel Contact Centre & 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 Contact Centre

Send Message Button now available in the Switchboard tab

Agents using the Switchboard tab can now send SMS or Email Messages to the current caller, pre-filled with the caller's phone number. SMS and / or Emails need to be enabled in order for the button to be shown. More about sending messages from the Agent Application in this documentation ( https://help.puzzel.com/product-documents/user-guide/puzzel-contact-centre/puzzel-agent-application/tabs/contacts-tab/send-a-message)
 

Puzzel Case Management

Assigning 'Default Channels' to a Team

If an agent creates a manual ticket, they typically have multiple steps to take before they can write a communication to the end customer. Steps involved when creating a manual ticket include defining a 'Subject', choosing a 'Team' for the ticket, and then selecting a 'Channel' to start a conversation from.

The new feature allows an admin user to define default channels for a 'Team'.

This means that when an agent creates a new ticket, they will be navigated straight into the message editor with the default channel already selected and applied. This removes the step of having to select a channel each time they want to start a conversation from a new manual ticket.

See documentation for 'Team Configuration' for more information.

Bug Fixes & System Enhancements
 

• Addressed an issue where searching for content within 'notes' was not returning any search results.
• Update to the new 'Users Favourite Teams' feature, when a user selects 'My Favourite Teams Unassigned Cases' it will now have the filters for 'Open', 'Pending' & 'On Hold' ticket statuses applied.