There were some problems with system performance when receiving a large flow of chat requests. That's why we decided to make time for chat optimization. After some corrections had been made, chat dialogue opening became much faster and other interactions with chats.
We continue to facilitate basic and straightforward but commonly used system functions. Ticket/chat assignment has come to our attention this time, so we have revised the whole procedure and developed assignee autocomplete:
Additional opportunities have been added to the trigger conditions for better ticket distribution. Now you can select one of three options of the when-condition "Request has been changed" > "Contractor":
For example, if an employee takes a leave, you can distribute his/her tickets and chats among other users evenly with this trigger. Simply use a manual trigger to assign open tickets of that user to a group, so the system will automatically distribute them depending on the workload.
Finally, we have released a very useful feature that will help you configure Usedesk in a more flexible way to better work separation between departments. Now you can set conditions under which your custom fields appear in tickets and chats. Just go to a custom field settings to use "Enable if" option. Meanwhile, if a custom field is inactive, the system does not take its settings into account. Here are a couple of cases you can use this option for:
As a result, you draw users' attention to important fields in specific cases, but get a clean and more accurate ticket page in general.