We have released a new version of our software, mainly focussing on improvements on our Case Management module. This module enables you to easily manage follow up actions and tasks through tickets. This release also includes the release of our Web widgets in Beta test mode, and some additional general minor improvements for Reports.

Reports

• Improved safety settings for generating Reports on a schedule, to ensure they automatically get requested again if they encounter an issue on the initial run, but avoid getting generated multiple times within a single run.
• Fixed an issue where a Report could not be generated if there was a NULL value returned in the data, which can occur due to an incorrect setup of datapoints. With this fix, the report gets generated successfully, but the affected chart returns empty, which allows for easier troubleshooting.

Web widgets

• This new feature allows you to create buttons or popup messages that can be added to your own website with an automatically generated code-snippet, that link to any questionnaire or project to gather feedback from your website visitors.
  
  The Web widgets feature in now released in Beta test mode and will be further improved upon in the coming weeks.

Case Management 

AI Bot Features

• Multiple features have been added to optimize the handling of tickets and increase efficiency. Our new AI Bot features now assists in:
  • Translating messages
  • Suggesting reply content
  • Enhancing grammar and clarity
  • Rewriting answers based on prompts.

Multiple Email Address Support

• Users can now connect multiple email addresses to the case management system.
• Each email address supports a Sender Name and can optionally be linked to a connected group. Tickets sent to a connected address are auto-assigned to the respective group.
• Replies on tickets now default to the email address that received the original message, preserving context (e.g., the message was received at support@... → the reply will also automatically be sent from support@...).
• A Primary/Default email address can be designated. Non-email-originated tickets, such as manually created, or by API from your feedback project, use this address for all outgoing messages.
• Users can change the original receiving address in case of misrouted emails.
• The ‘Reply Address’ field has been removed—replying now automatically uses the sender address based on above logic.

Email Look & Feel

• Default HTML email templates have been removed.
• Admins can now configure default styles (font, size, colors) across all email editors.
• Each connected email address supports a custom signature template using dynamic placeholders (e.g., user name, phone).
• Signatures are automatically inserted into replies, similar to standard email clients.
• Ticket history can be included beneath the signature.

Answer Templates

• Admins can create and manage standardized answer templates, for faster and more efficient ticket handling.
• Templates include a name and short description for easy identification.
• Field pickers are supported within templates for personalization.
• Agents can insert templates via a new insert answer button in the reply editor.
• Templates can be published to specific users or groups for access control.

Reporting

• Initial reports now available, to provide insights in ticket handling:
  • Tickets per agent.
  • Tickets per status.
  • Average response time.
  • Average resolution time.

General & UI Enhancements

• Settings tab redesigned into a unified overview format, so all admin functionality is grouped together in a clear overview and easily accessible, while also reducing the number of tabs in the ticket views, for a cleaner UI.
• Ticket indicators added:
  • New (green, indicating that the ticket has been created <24 hrs ago)
  • Customer Responded (blue)
  • Overdue (red)
  • Priority indicator colors: green (low), blue (medium), orange (high), red (urgent)
• Email editor improvements across the case management module: cleaner and more intuitive toolbar.
• Full ticket row is clickable in the overview for easier access.
• Filters now highlight selected dropdown values for clarity.
• Attachments now open in a preview popup before download.
• New ticket status added: ‘Overdue’.
• Security tab clean-up: Removed irrelevant group indicator at top level.

Rules Tab Enhancements

• Field pickers now supported in email actions (To, Subject, Body).
• New action: Send notification email to ticket responsible (logged internally, not visible in message history to the reporter).
• Rules can now check the email address used to create the ticket (e.g., if sent to billing@...), then execute the rule.
• Group assignment now available in rule actions instead of only individual assignments.
• Rules can be categorized by trigger type:
  • On ticket creation
  • On ticket update
  • On ticket closing
  • Timed triggers