When a ticket is waiting on the requester, the help desk agent can now follow up automatically. Configure how long the agent waits between reminders, how many times it follows up, and the hours during which reminders can go out. If the requester still doesn’t respond after the final reminder, you can have the agent close the ticket with any status in your Done or Canceled groups, along with an optional closeout message. Follow-ups aren’t canned responses; the agent reads the ticket and writes a reminder that fits the conversation.Learn more in Help Desk Agent behavior.
You can now compare any two versions of a workflow or skill directly from its edit history. Select two versions and hit compare to see what changed in the title, description, and content, and for workflows, the code itself, with changed sections highlighted so you know exactly where to look. This makes it easy to review what a teammate changed or track down when a behavior shifted.
