Enhancement: Dynamic Outbound Channel Selection Based on Team Assignment
We've introduced intelligent team-aware channel resolution that automatically ensures agents use appropriate communication channels when replying to tickets based on their team access permissions.
What's New
Previously, when replying to tickets, agents could potentially attempt to use channels that their team doesn't have access to, which could cause confusion or failed communications. The system now intelligently manages channel selection to ensure seamless team-based workflows.
How It Works
The system leverages your existing team channel configuration found in Settings → General → Teams → Edit [Team Name]:
• When "Can start conversation from any Channel" is disabled for a team
• And "Allow Default Channel Selections" is configured for specific channel types
• The system automatically uses these defaults when the original channel isn't accessible to the team
What's Improved
Smart Channel Switching: When an agent's team doesn't have access to the original channel, the system automatically switches to the team's default channel of the same type (if available)
Seamless Fallback: If no team default is available, the system gracefully falls back to the original channel to maintain backwards compatibility
Cross-Channel Type Protection: The system prevents incorrect channel type substitutions (e.g., won't replace an email channel with an SMS default)
Benefits
Teams can now work with confidence knowing that their communication channels are automatically managed according to their access permissions. This reduces agent confusion, prevents failed communications, and ensures consistent team-based channel usage while maintaining full backwards compatibility with existing workflows.
The enhancement works transparently in the background - no additional configuration is required, and existing ticket handling workflows remain unchanged.
Notes
Due to the fact that only Email and API can currently switch channels, the above functionality applies only to these two channel types.
New Feature: Two-Phase File Upload for API Integrations
We've introduced a more efficient way to handle file attachments when integrating with Puzzel Case Management via our Public API, significantly improving performance for clients sending large or multiple attachments.
What's New
Pre-Upload Capability: API clients can now upload files before creating tickets, replies, or inbound messages, eliminating the need to repeatedly encode large files in base64 format.
Flexible Attachment Options: Choose between the traditional inline method (base64-encoded data) or the new two-phase approach based on your integration needs.
What's Included
New Upload Endpoint: /api/v1/file_uploads accepts file uploads and returns secure temporary keys valid for 24 hours
Dual Format Support: Attach files using either base64 data (existing method) or upload keys (new method) across all API endpoints
Batch Uploads: Upload up to 5 files in a single request for improved efficiency
Universal Compatibility: Works with ticket creation, replies, inbound messages, and notes
Benefits
Reduced Payload Sizes: API requests are smaller when using upload keys instead of base64 encoding, resulting in faster response times.
Improved Reliability: Separate file upload from ticket creation means fewer failed requests and simpler retry logic.
Better Performance: Large files no longer need to be encoded multiple times if API calls need to be retried.
Backward Compatible: Existing integrations continue working without any changes required.
New Feature: Secure Attachment URLs
API clients can now retrieve secure, time-limited URLs for attachments instead of base64-encoded data, providing a more efficient way to download files.
What's New
Direct Download Links: The attachment retrieval endpoint now supports returning secure URLs that expire after 15 minutes, rather than embedding file data in the API response.
Opt-In Functionality: Add ?as_url=true to your attachment retrieval requests to receive URLs instead of base64 data.
What's Included
Time-Limited Security: URLs automatically expire after 15 minutes for enhanced security
Tamper-Proof Links: Digitally signed URLs prevent unauthorized access or manipulation
Smaller API Responses: Receive a lightweight URL instead of large base64-encoded file data
Browser-Friendly: URLs can be used directly in web browsers for downloads without additional processing
Benefits
Faster API Responses: Attachment metadata endpoints respond instantly without needing to encode large files.
Bandwidth Savings: Download files directly from storage only when needed, rather than transferring through API responses.
Simplified Integration: Web applications can provide direct download links to end users without proxying files.
Enhanced Security: Time-limited URLs reduce the risk of unauthorized access to attachment content.
Fully Optional: Default behavior unchanged—existing integrations receive base64 data as before.
Bug Fixes
Form Field Error in Danish Language
Issue Resolved: Fixed a critical error that caused form field pages to fail when the system interface was set to Danish language. Danish-speaking users can now access and edit forms without errors.