New Features

Message Received Date VIP Score Calculation

A new VIP score calculation option allows prioritisation based on when the last inbound message was received, rather than when the ticket was created (as with the existing "Ticket Creation Date VIP Score Calculations" setting).

• Newly created Puzzel Agent Requests are generated with appropriate priority based on the most recent inbound activity
  • Replies to a forward are excluded from inbound activity calculations
• Configure in Settings → Integrations → Puzzel → VIP Score Calculation

Improvements

Improved VIP Score Calculation for New Requests

When using either VIP score calculation setting (Creation Date or Message Received Date), the time-based calculation now applies to all requests, including brand new tickets.

• Previous Behaviour: New tickets always used the base Priority Score, regardless of VIP calculation settings.
• New Behaviour: New tickets use the configured time-based calculation. If there is any delay between ticket creation and pushing to PCC, that wait time is now factored into the initial priority.
• This ensures tickets are prioritised fairly from the moment they enter the queue.

Pre-defined Team Reassignment Support in Bulk Updates

Bulk ticket updates now respect the "Can re-assign to pre-defined teams" permission, bringing feature parity with individual ticket updates.

• Feature Support: When bulk updating tickets from the same team, users with the "Can re-assign to pre-defined teams" permission now see their team's configured reassignable teams in the dropdown.
• Consistent Behaviour: This matches the existing behaviour for single ticket updates, ensuring team reassignment permissions work consistently across the application.

Updated Cross-Team Bulk Update Behaviour

The logic for bulk updating tickets from different teams has been simplified and aligned with individual ticket behaviour.

• Previous Behaviour: Cross-team bulk updates were allowed if all selected tickets' teams had matching team role permissions, and restricted otherwise.
• New Behaviour: Cross-team bulk updates now require the "Can reassign any ticket" system role. When selecting tickets from different teams without this system role, the team dropdown is disabled with the message: "(the tickets are assigned to differing teams)".
• Same Team Updates: Bulk updates for tickets from the same team continue to work based on your team role permissions.

Bug Fixes

Sequential Rule Processing with Webhooks

Fixed an issue where tickets processed via Sequential Rules with Webhook Response Mapping would not sync correctly to Puzzel Contact Center.

• Tickets now sync properly after all sequential rules complete

Upgrade Notes

• VIP Score Settings: All changes are backward compatible. New VIP calculation settings default to disabled. Existing tenants with VIP calculation enabled may notice slightly different initial priorities for new tickets if there are delays in pushing request to the Puzzel Agent.
• Bulk Update Permissions: Users with "Full Access to All Tickets" but without "Can reassign any ticket" will no longer see all teams when bulk updating tickets from different teams. This aligns bulk update behaviour with individual ticket updates, where this combination of permissions did not allow cross-team reassignment. Affected users will need the "Can reassign any ticket" system role to perform cross-team bulk updates.