28 July, 2025

Evaluations

We've made highlight visible in view mode. Now all user roles can view highlights for specific criteria for the evaluations they have access to.

Data export

For all the tables under Reports > Reviewees that include individuals' performance, we've added information about the groups reviewees belong to

Tickets

On the Tickets table, we've added Rating column and drop-down filter so you can easily find tickets with low CSAT or surveys with negative outcome.

Made a fix to exclude any tickets with created date prior to the start date of the help desk connection. This aims to avoid viewing tickets with incomplete data.

We've also made a fix to align internal notes from customers on the left hand side and displayed in yellow. This is relevant for Zendesk and in case of specific automation or 3rd party integrations.

Data ingestion

We now fully support Aircall integration, including transcriptions, using our internal data ingestion pipeline.

For Zendesk, we've improved the ingestion of end-user details to ensure all ticket comments have author details.

AutoQA

• Improvements on the underlying agentic flow.

• Avoid the sharing of internal UUIDs in the comments.

• Updated the retrieval of Knowledge Base articles.