This article provides an overview of changes and additional features released on October 4th, 2022. The changes made in this release concern Puzzel Case Management only.

Puzzel Case Management

Consolidate emails from the same source into single unassigned ticket 

Previously this feature would always match based on the 'From:' address of an email.  The logic has now been extended to reference the 'Reply To:' address contained in a message header to determine the correct customer.  If no 'Reply To:' header is present, it will use the 'From:' address.  This will benefit anyone using this feature when a Webform or BOT is sending emails into PCM from a static 'From:' email address.

Bug Fixes & System Enhancements

• Fixed an issue where special characters were being stripped out of 'Custom Headers' being used in Webhooks for Outbound Integrations.
• Fixed an intermittent issue where SSO authentication was failing to open a case when it was pushed to an agent using the Puzzel Contact Center assignment engine.  There might be a small additional amount of latency during the authentication process as a result of this enhancement.
• Fixed a 'Timeline History' display error Spanish and Danish language users.
• Fixed an issue for Swedish users who were unable to 'Restart Conversation' from a Closed ticket.