Release Notes, May 14th/15th 2024

This article provides an overview of changes and additional features included in the planned release window of May 14th and 15th, 2024.

The changes made in this release concern Puzzel Contact Centre, Puzzel Case Management and Puzzel Workforce 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. 

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Puzzel Contact Centre

Agent Application

Mute button position

Following popular feedback, the Mute button in the Phone tab is now positioned next to the Hold button.


  • Dropdowns in the Agent application are no longer truncated.
  • Offline page now redirects to the Agent application when the network is changed.

Administration Portal

Social Messaging - Instagram as a channel

We have added support for Instagram (IG) as a channel to allow you to handle comments in Posts/Reels/Stories with posts and Direct messages. The integration relies on the ability to connect an Instagram account to a Facebook Page. Existing agent widgets for Facebook (public) and Messenger (private) now presents IG messages where it is connected to a page. You can find the instructions to add IG account to your page here.  

Puzzel Case Management

Customer Intelligence Widget

We are excited to announce significant improvements to how customer interactions and customer attributes are displayed in our system. Now, agents can benefit from immediate access to this critical information through a dedicated widget directly on the ticket page. This enhancement replaces the former method where details were only accessible via a pop-out widget initiated by clicking on the customer’s initials at the bottom right of the screen. This update makes viewing past interactions more intuitive and readily available, helping agents provide faster and more informed responses.

Expanded Capabilities in Consumer API

We are pleased to announce an enhancement to our Consumer API. Authenticated API users now have the ability to directly add, update, and remove response and resolution SLAs on tickets. This new feature streamlines processes and empowers users by providing more control over service level agreements directly through the API, ensuring greater flexibility and efficiency in ticket management.

Optional Ticket Subject Display Enhancement

We are pleased to introduce an optional enhancement to the ticket view interface. Administrators now have the flexibility to display the ticket subject next to the ticket number on the ticket view page. This new feature can be enabled through the admin settings panel, providing a more informative at-a-glance view that enhances navigation and improves workflow efficiency.

Role-Based Ticket Subject Editing Restriction

To further refine our ticket management capabilities, we have implemented a new 'team role' setting that allows administrators to control who can modify the ticket subject. With this update, admins can set permissions to restrict certain users, based on their role, from altering the ticket subject during the reply process. This feature is designed to maintain the integrity of ticket communication and ensure consistency across user interactions.

System Enhancements & Bug Fixes

  • Fixed an issue causing random error notifications to appear for agents when authenticated into the system using Puzzel ID

Puzzel Workforce Management

  • A series of software updates are scheduled for the planned release.

Various improvements and bug fixes

  • Now able to request a holiday for the current day
  • Editing an agent's source ID doesn't have the same validation as creating a source ID
  • Dark Mode - Edit agent campaign assignment
  • Error copying breaks in a shift pattern week


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