February 2025 Release Notes
Release Date: February 4th, 2025
Release Notes Publication: January 28, 2025

Enhancement – One-Time Use Ticket Authentication Token

Security
[Customer Requested Feature]

Ticket authentication allows organizations to grant specific users access to our system while bypassing standard authentication methods. To enhance security, we introduced one-time-use ticket issuance that can be enforced at the Privacy and Security module or at the API calls by adding applicable parameters.

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Enhancement – OTP Verification for Editing Agent Permissions

Security
[Customer Requested Feature]

To enhance security, admins are now required to complete a one-time password (OTP) verification process when editing sensitive information or deleting agents on the Agents page. This additional layer of protection helps prevent unintended or unauthorized modifications.
Note: Editing rights for modifying sensitive information are only granted to verified admins and agents with the required permissions. Complete the verification process on the Agents page.

Enhancement – Zendesk Enhanced Connection Validation

Security

With this update, Zendesk becomes the final CommBox integration to feature connection validation. During the configuration process, the system will now notify admins if incorrect details are detected, ensuring a more secure and efficient setup.

Enhancement – New Condition Added to Rules

Rules
[Customer Requested Feature]

We have introduced a new condition in Rules that triggers actions based on whether a conversation has received an initial response from an agent. This condition applies to the 'Unresponsive Agent,' 'Unresponsive Customer,' and 'Tag is Added' triggers, enabling organizations to implement rules based on this fundamental aspect of conversation management.