Release Notes, June 20th 2023- Exceptional PCM release

This article provides an overview of changes and additional features included in the release window of June 20th, 2023.

The changes made in this release concern Puzzel Case Management and Puzzel Customer Hub.

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 Customer Hub

We have introduced Puzzel Customer Hub! A new feature available for Puzzel Case Management, Customer Hub offers your customers a dedicated space where they can review support interactions, log new enquiries and check status updates.

Email support interactions can often feel disorganised for customers, who have communication spread across inboxes or with multiple subjects from multiple sources. This friction can add to the frustration in their support journey, reduce efficiency and hurt a company’s efforts to personalise the experience.

Customer Hub helps you improve your customers’ experience of email support by ridding them of the headache of disorganised email threads and the frustration of not knowing the status of their case. It gives your customers more control and visibility over their cases that increases the level of trust in your brand and their loyalty.

With a Customer Hub dedicated to their support interactions, customers are at the heart of your support strategy. For the Customer Hub user guide, you can visit this link following the 20th of June, 2023.

Puzzel Case Management

Support For Puzzel Customer Hub

We are excited to announce a new integration to support our latest product: Puzzel Customer Hub.

  • Dedicated Integration for Puzzel Customer Hub: This integration allows for seamless interaction between the Puzzel Customer Hub and Puzzel Case Management. To provide you with the best experience, we've built this integration from the ground up, designed specifically for Puzzel Customer Hub.

    • Enabling the Integration: If you have purchased Puzzel Customer Hub, you can enable this integration by going to: Settings -> General -> Account Settings. Under the Features heading, you'll find the option to enable/disable 'Customer Hub'.

    • Configuring Customer Hub: Once the 'Customer Hub' feature is enabled, you can configure the customer hub under: Settings -> Integrations -> Customer Hub

For detailed instructions on how to set up and utilise the Puzzel Customer Hub, please visit our comprehensive guide at this link.

System Enhancements & Bug Fixes

  • In our continuous drive to optimise our services, we have decided to segregate the process of storing category choices from a singular, large database table to its independent database table. This restructure means that category-related data will now be stored separately, which will streamline the report generation process when categories are included in the report.


15/06/2023 - 14:52

Last updated

21/06/2023 - 10:19