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Highlight Selected Date Range for Ticket Filters

This update introduces enhanced features for selecting date ranges within the ticket index filters. The improvements aim to provide a more intuitive and visually clear experience when filtering tickets by date range, ensuring greater accuracy and consistency across the application.

1. Popup Calendar for Date Range Selection:

• When selecting a date range filter, a popup calendar will now appear to simplify the process of choosing dates.
• The calendar will highlight the corresponding dates between the selected start and end dates for better clarity.
• Dates within the selected range will be visually marked to make it easier to identify the full range.

2. Custom Date Option:

• The Custom Dates filter, under the "Time-frame Historical" section, enables users to select specific date ranges.
• A new popup calendar will open when the Custom Dates option is selected, positioned at the center of the screen.
• Start Date and End Date fields will appear at the bottom of the calendar, initially empty.

3. Date Selection Process:

• When a date is selected for the first time, it will automatically populate the Start Date field.
• Upon selecting a second date, it will be set as the End Date.
• The calendar will highlight all the dates between the Start and End Dates to clearly indicate the selected range.

4. RDS Calendar Behavior:

• The date range highlighting behavior will work in the same way as the RDS calendar, ensuring consistent functionality across the application.

Enhanced Workspace Filter Functionality

This update introduces enhanced filtering options, allowing users to combine and manage both company and workspace filters more effectively, providing a more flexible view of tickets.

1. Company and Workspace Filter Combination:

• Users can now select both company and workspace filters independently, enabling a customized ticket view.
• Selecting a child company will show tickets from all its workspaces, plus the selected workspace from the parent company.
• If multiple child companies are selected, tickets from all selected child companies (across their workspaces) will be displayed alongside the selected workspace of the current company.

2. Multiple Workspace Selection:
   Users can now select multiple workspaces from the workspace filter and deselect specific ones, ensuring only relevant tickets are shown.
3. Clear Display of Selected Filters:
   The selected company and workspace names will be clearly displayed on the tickets index page, providing full visibility into the active filters.

Updated Priority Icons with Color-Blind Accessible Iconography

This update introduces color-blind accessible icons for priority levels in the Help Desk module, along with updated colors for low, medium, high, and custom priorities to improve clarity and accessibility.

1. Updated Icons and Colors:

• New icons have been added to represent priority levels: low, medium, high, and custom.
  The default colors for the priorities are:

• Users can still choose a custom color for priority levels as before.

2. Color-Blind Accessible Iconography:
   The new icons are designed to be color-blind accessible, ensuring that priority levels can be easily distinguished regardless of color perception.
3. Consistent Implementation Across Help Desk:
   The new icons and colors will be applied across the entire Help Desk module, including Custom Forms, SLA, Dashboard, Index Page, Reporting, Automated Tasks and Help Center.

Added Preview Template Option in Email Templates

This update introduces a "Preview Template" button to the Email Template Form, allowing users to preview their email templates before saving or updating them.

1. Preview Template Button:

• A new "Preview Template" button is added next to the "Save Email Template" and "Update Email" buttons.
• This button provides an easy way for users to preview the template before committing any changes.

2. Preview Option in Three-Dot Action Menu:
   The "Preview Template" button is also available in the three-dot action menu located on the template card, providing additional access points for users.
3. Button Alignment and Usability:
   All buttons are aligned for consistency and ease of use, ensuring they are easy to locate and interact with.
4. Email Template Preview:

• Clicking the "Preview Template" button opens a new tab displaying a preview of the email template.
• The preview includes all relevant formatting and content, giving users an accurate representation of the final email appearance.

Added "Mute Comments" Button in Mobile App

This update introduces a new Mute Comments button to the mobile app, allowing users to mute only comment notifications while still receiving other ticket updates such as status, priority, and assignment. Previously, muting notifications in the mobile app would mute all updates, including comments. With this change, users now have more control over their notifications and can mute comment alerts separately from other ticket notifications.

Display Workspace Name Alongside Company Name on Ticket Cards

This update adds the workspace name alongside the company name on ticket cards in Grid View, Split Pane View, and Kanban View. Previously, only the company name was shown, but now both the company and workspace names will be visible for better context. The workspace name will appear consistently in the same position across all three views.

Added Knowledge-base Article Import/Integrations

GoogleDrive

A Google Drive integration has been introduced to simplify importing Word documents into articles. Users can now sign in with Google, browse their Drive files, and directly insert content into article drafts.

Enforce Time Spent Entry Before Ticket Closure

To ensure accurate time tracking, a new feature has been added that prompts users to enter the time spent before closing a ticket. If the "Enable Time Spent Entry" option is enabled in the ticket form, users will now see a popup when attempting to close the ticket.
The popup will include:

• A text field for entering the time spent.
• A confirmation button to proceed with ticket closure.
• A cancel button to return to the ticket without closing it.