libredesk

What's new

• Conversation status categories - every status (built-in or custom) now belongs to one of three categories: open, waiting, or resolved. Categories tell the system how a status should behave: open statuses count toward an agent's active conversation total and respect team max-assignment limits. Previously this behavior was hard-coded to the built-in Resolved / Closed names, so custom statuses you created did not participate. Now any custom status you add behaves correctly based on the category you pick.
• Search on admin tables - admin datatables now have a search box.
• Virtualized admin tables - admin datatables only render visible rows, so they stay responsive on large lists.
• New conversation created_at filter for views - with range support.
• Reply-To on email inboxes - set a Reply-To address to route customer replies to a different mailbox than the SMTP From address.
• Prompt to tag on reply - new inbox setting that nudges agents to add tags when replying, so categorization happens at the moment of context.
• Configurable session lifetime - agent session duration can now be configured from config.toml instead of being fixed.

What's fixed

• Resolved or closed conversations no longer reopen due to a stale snoozed_until.
• SMTP pool wait timeout set on the inbox form was not persisting and silently fell back to the default; it now saves correctly.
• Fixed a rare race where idle detection could overwrite an agent's away_manual or away_and_reassigning state.
• Auto-assigner no longer stalls when the first picked agent is capped, and now handles teams with no agents.
• Fixed incorrect avatar URL being saved for agents when using the S3 store.

Upgrade notes

• Always take a database backup before upgrading.
• Follow the steps here.

Changelog

• feb23fae fix new inbox create dropping enabled/csat_enabled/secret/linked_email_inbox_id
• bf69b56e fix prompt_tags_on_reply not persisting on email inbox creation