New Features

Preferred Name

Users now have a "Preferred Name" field that can be used in signatures, templates, and communications. This allows agents to personalise how their name appears to customers independently of their Puzzel Identity name.

• Preferred Name is available as a new template placeholder: {{user:preferred_name}}
• Automatically populated from your first name when your user account is created
• Editable at any time from your user profile
• All existing users have been backfilled with their first name

Tenant-Configurable Autoreply Looping Delay

The autoreply loop detection delay is now configurable per tenant, replacing the previous fixed 2-minute global setting. 

• New setting available under Tenant Settings > Ticket Workflow
• Configure the delay in seconds, minutes, or hours (minimum 10 seconds, maximum 1 day)
• Default remains 2 minutes — no action needed unless you want to customise it

Bug Fixes

Widget Connection Timeout Fallback

Clicking "New Ticket" in the Puzzel Widget no longer hangs indefinitely if the widget connection is slow or unavailable. Users are now automatically redirected to the standard ticket creation form after a brief timeout.

Upgrade Notes

• No Action Required: All changes are applied automatically during deployment
• The Preferred Name field will be pre-populated for all existing users
• The new {{user:preferred_name}} placeholder can be used immediately in templates and signatures
• The Autoreply Looping Delay defaults to 2 minutes — existing behaviour is unchanged unless you adjust the new setting