Multi-Email Channel Ticket Creation
To provide greater flexibility in managing customer communications across multiple support channels, Puzzel Case Management now supports creating separate tickets from a single email when it's sent to multiple channel addresses.
Key Benefits:
Single customer email can generate multiple tickets across different channels (e.g., support@, billing@, sales@)
Each channel maintains its own conversation thread and workflow
Teams can handle their portion of multi-faceted inquiries independently
Preserves existing single-ticket behaviour when disabled
How it works:
Disabled (Default): Maintains current behaviour - one email creates/updates one ticket
Enabled: Allows one email to create/update multiple tickets across different channels
Smart email threading ensures replies go to the correct ticket based on conversation context
Once an agent responds, customer replies follow the established thread
🔧 Configuration:
This feature is optional and can be enabled via:
Settings → General → Account Settings
Under the section: Feature Enhancements (beta)
Enable the option: "Multi-Channel Email Processing"
⚠️ Important Considerations:
Review your channel setup before enabling - you may see increased ticket volume
Train agents on managing related conversations across multiple tickets
Feature relies on proper email headers for optimal threading
Enhanced Team Reassignment Controls
To provide more granular control over ticket reassignment permissions, Puzzel Case Management now includes a new team role permission that allows agents to reassign tickets only to pre-defined teams.
New Permission:
"Can re-assign to pre-defined teams" - Available in Team Role settings
Works alongside existing reassignment permissions with proper precedence
Provides middle-ground between "current team only" and "any team" access
How it works:
Administrators configure which teams can be reassignment targets in Team Settings
Agents with this permission can reassign tickets to their current team plus any pre-configured teams
Includes convenient "Select All" and "Select None" options for easier configuration
🔧 Configuration:
Team Role Settings: Enable "Can re-assign to pre-defined teams" permission
Individual Team Settings: Select which teams can receive reassignments from this team under "Team Re-assignment Options"
Security Enhancement:
Server-side validation prevents unauthorised reassignments
Dynamic team dropdown refreshes after attribute updates to reflect current permissions
Bug Fixes
Added server-side validation for team reassignment security
Dynamically restricts Team selection based on Team Roles.