Milestone M35 – smarter email delivery, Outlook integration fixes, custom email verification & large-scale import support

Let’s go through what we got done in Milestone M35 (Apr21 – May04).

New features and enhancements 🚀

✅ Auto-Verification for Custom Support Emails

Custom support emails added to mailboxes are now auto-verified when we receive ticket action events from them.

✅ Default Mailbox Support

You can now set a default mailbox and switch between defaults as needed.

✅ Smarter Email Handling

• Duplicate checks now prevent sending ticket update emails to subscribers already in CC.

• Admins and agents no longer receive emails that include CC recipients.

• Subject mismatch logic has been relaxed to better support quote/reply prefixes in non-English languages.

✅ Improved WebForm and UI Context

• WebForm URLs now include ID on the admin side and a more intuitive slug on the client side.

• Tag dropdowns on customer and ticket pages have been updated to be more contextually appropriate.

✅ Onboarding Experience Improvements

The “mailbox connection incomplete” banner is now hidden during onboarding to reduce confusion.

Bug fixes ⚒️

✅ Restoring Trashed Tickets

Fixed an issue where restored tickets didn’t retain their original state if it wasn’t open.✅

✅ Slack Integration Translations

Resolved missing translations in Slack integration features.

✅ Outlook Integration Issues

• Identified and fixed cases where SMTP wasn’t enabled on clients’ Office 365 accounts.

• Updated Microsoft API scopes to resolve issues where emails and tickets weren’t being created.

✅ Ticket Threading Stability

Improved threading by refining how subject mismatches are handled, reducing unnecessary new ticket creation.

Optimizations ⚡

✅ Efficient Automation Rules

Improved performance of scheduled automation jobs by parallelizing work and using optimized queries.

Client onboarding 📦

✅ Large-scale Ticket Import

Completed most of the import logic for a customer migrating ~90,000 tickets from another major helpdesk.

✅ CallerDesk Integration

Finalized and tested CallerDesk integration in production.