March 2023

Second level expert settings and other improvements

✨ New

Second level (Hidden) experts group visibility setting

Administrators are now able to set in the Group settings whether first level (visible) experts can see and assign a specific hidden expert or they can only escalate the ticket to the second level via the "Any 2nd level expert" option.

If the setting is checked, visible experts can see hidden experts and assign a specific one directly, otherwise they can only escalate the ticket

Any 2nd level expert option

When a first level (visible) expert wants to escalate a ticket to the second level, they can now do so via the "Any 2nd level expert" option in the Assign page.

All second level experts will be notified via mail about the assignment.

➕ Improvements

• The ticket details page won't display the labels for empty fields

• The ticket Case Log records when an expert sends a ticket access link (the email address is hidden to remote users)