Software Version 3.3.4.40690
– automated flagging follow-up notes as public via system option; enables follow-up notes added to a ticket to be automatically marked as public for viewing by client in web portal
– search indexing performance improvement to maintain mirrored results for current tickets
– added transaction support to ticket id number allocation
– implemented “adaptive data management” for the objective of optimal data performance, especially benefits customers with large volume databases so now easily caters for multi-million ticket databases; optimisations tested with >1 million client contacts and >1 million tickets and >2million notes; the main area of improvement is the realtime dashboard statistics refresh
– added inbound contact scanning to service which is setup in System Options – email tab. This scans web forms for contact information and will automatically create contacts in Target Helpdesk for you; supported contact fields are name, email, phone, organisation
– added improved contact lookup handling when using the preload_grid configuration option to prevent pre-loading of contacts (useful when there are more than a few thousand client contacts)
– new option in Maintenance | Options – Control – to set the number of days closed tickets remain visible on the operator dashboard (default is 30 days)
– new option on View menu and toolbar to override number of days closed tickets visible on dashboard and request “all historical” tickets be visible
– added email scanning for customer service centre scenario support; scans for name, email, client-organisation – when scanning is active along with “auto-create-client-contacts”, emails are scanned and contacts created automatically and assigned to company; ideal for web contact forms; all email protocols are supported
– internal processing; fixed LiveReports auto-generation of new default performance and outstanding reports – ticket label from system options was text and needed converting to varchar to be included in the report title
– resolved issue where “All My Tickets” and “All Tickets” option had dissapeared from web portal when logged in as an operator
– Added Ticket Closed Alert canned email to those emails that can be cc’d and bcc’d to the organisation admin contact
– ticket touch monitoring preparation to monitor users viewing tickets and indicate this by placing entries in ticket summary in italics – not yet enabled, prep work only for future release
– patch to email service “on-hold” filtering to only be invoked during ticket-add mode
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