This comprehensive update significantly improved the ticket system’s workflow, efficiency, and user experience across multiple areas. New features enhance visibility and control, including the ability to pause ticket timers, adding Ticket Tags to Automated Remediations, incorporating Ticket Worksheets into the index view, and adding Date/Duration fields to ticket communications. We resolved several critical workflow and communication issues, such as fixing duplicate auto-responders and unwanted ticket creation emails, resolving ticket communication duplication, and correcting a bug where tools opened in the wrong tab. User Experience (UX) fixes addressed multiple issues within the rich-text editor, resolving bugs related to copy/paste, cursor jumping, broken link formatting, and a line jump issue in Safari, while also correcting a bug where copying comments added random attachments. Key bug fixes also enhanced internal management by adding a clear way to un-assign a default view, resolving the “Hidden Comment” notification error, correcting the display of the recurring ticket description field, and fixing an issue with Relevant Assets linking incorrectly. Finally, stability and reporting were restored by eliminating a 500 error when modifying views and ensuring reporting accuracy for the Ticket Efficiency reports.
