Comm100 X Upgrade – Ticket and Social / SMS Changes

Ticket and Social SMS products are now combined under the Ticketing & Messaging product in the Comm100 X platformThe Comm100 X upgrade will bring about a few changes and if you are currently using Ticket or Social / SMS, you may need to reconfigure some of the features.

 

Changes in Agent Console  

  • Order of Views will be reset to default after the upgrade: 
    The order of Views (Filters in your current version) is recorded in the browser side's local storage. When you upgrade to the Comm100 X platform, the sorting of Views will be lost. You need to re-order the Views after the upgrade. 
    To learn more on creating and ordering Views, please check this article. 
  • The previously added Filters in the Social / SMS tab won’t be saved after the upgrade: 
    If you are using the Social / SMS channel, you have a Social / SMS tab in the Agent Console. All the Filters you created are included there. After the upgradethe Filters you created for Social/SMS will be lost. Filters are known as Views in the Comm100 X platform. Please add your Views for the Social / SMS channel after the upgrade. 
    To learn more on adding Views, please check this article.
     
  • Some fields in Filter conditions will be removed in the Comm100 X platform: 
    If you have configured the following fields in your Filter conditions, please note that these fields will not be available after the upgrade. All conditions with these old fields will fail to work and they need to be updated to the new ones.
     
    • Receiving emailIf you are using this field in the Filter conditions, please reconfigure the condition to use the new field First Message Channel Account after the upgrade. 
       
    • Source: If you are using this field in the Filter conditions, please reconfigure the condition to use the new field First Message Channel after the upgrade. 
    • Last Replied Agent: If you are using this field in the Filter conditions, please reconfigure the condition to use the new field Last Replied By after the upgrade.

                            

Changes in Control Panel 

  • Auto Follow Up and Auto Update are merged as one feature - Triggers:
    The Auto Follow Up and Auto Update tabs in the Settings menu will be combined into one menu, which is now named as Triggers. You can check your previous Auto Follow Up and Auto Update settings in the Triggers tab after upgrading to the Comm100 platform.
  • Ticket and Social / SMS will be moved to the Ticketing & Messaging tab:
    The Comm100 X platform has Ticket and Social SMS moved to the Ticketing & Messaging tab. You can check the Social / SMS feature earlier present in the Live Chat tab, under Channels in the Ticketing & Messaging tab in Comm100 X platform.
     
  • Some fields in the Auto Follow Up and Auto Update will be removed in the Comm100 X platform:  
    If you have configured the following fields in your Auto Follow Up or Auto Update, please note that Auto Follow Up and Auto Update will fail to work. You need to update the conditions with the new fields after the upgrade. 
            
    • Receiving email: If you are using this field in the Conditions, please reconfigure the condition to use the new field First Message Channel Account after the upgrade. 
       
    • Source: If you are using this field in the Conditions, please reconfigure the condition to use the new field First Message Channel after the upgrade.
    • Last Replier: If you are using this field in the Conditions, please reconfigure the condition to use the new field Last Replied By after the upgrade. 

       
  • The name of some Macro parameters in the Auto Follow Up will be changed after the upgrade: 
    The following Macro parameter in the Auto Follow Up email will now have field name changes. To make sure your previously configured macro in the Auto Follow Up email can still map the information you need, please update the macro parameters as below after the upgrade.

    Macro Parameter in Pre-X 

    New Macro Parameter in Comm100 X 

    {​​​​​​​​!Ticket.Contact Email}​​​​​​​​ 

    {!Ticket.Contact Identity} 

    {​​​​​​​​!Ticket.Department Assignee}​​​​​​​​ 

    {​​​​​​​​!Ticket.Assigned Department}​​​​​​​​ 

    {​​​​​​​​!Ticket.Source}​​​​​​​​ 

    {​​​​​​​​!Ticket.First Message Channel}​​​​​​​​ 

    {​​​​​​​​!Ticket.Agent Assignee}​​​​​​​​ 

    {​​​​​​​​!Ticket.Assigned Agent}​​​​​​​​ 

    {​​​​​​​​!Ticket.Create Time}​​​​​​​​ 

    {​​​​​​​​!Ticket.Created At}​​​​​​​​ 

    {​​​​​​​​!Ticket.Receiving Email}​​​​​​​​ 

    {​​​​​​​​!Ticket.First Message Channel Account}​​​​​​​​ 

    {​​​​​​​​!Ticket.Last Status Change Time}​​​​​​​​ 

    {​​​​​​​​!Ticket.Last Status Changed At}​​​​​​​​ 

    {​​​​​​​​!Ticket.Last Activity Time}​​​​​​​​ 

    {​​​​​​​​!Ticket.Last Updated At} 

    {​​​​​​​​!Ticket.Last Replier}​​​​​​​​ 

    {​​​​​​​​!Ticket.Last Replied By}​​​​​​​​ 

    {​​​​​​​​!Ticket.If Public}​​​​​​​​ 

    --No longer available 

     
    To learn more about using Triggers, please check this article. 
  • Reporting changes:
    The Social / SMS and Ticket reports will be unified as Ticketing & Messaging report in the Comm100 X platform. You can access the reports by navigating to Reporting > Ticketing & Messaging in the Control Panel.
     
    The following Ticket reports in the old Comm100 platform will be upgraded to a new reporting structure in the Comm100 X platform:   
    • Ticket Distribution 
    • Ticket Distribution with Date 
    • Ticket Performance 
    • Agent Performance 
    • Department Performance 
    • Email Account Performance 
      Note: The Auto Follow Up Emails report in the old Ticket report system will not be available in the Comm100 X platform.

 

Reconnect Social / SMS integration 

If you are currently using integrations of WeChat, Twitter, Facebook, or SMS, you need to reset or reconnect your Social channels after upgrading to the Comm100 X platform.  

To learn more on the integration reconfiguration, please check Comm100 X Upgrade - Integration Reconfiguration.