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1. Parent-Child Ticket Notes Linking
When a parent and child ticket were merged, their notes remained separate — child ticket notes weren’t linked to the parent. With this release, ticket notes from both parent and child tickets are merged and visible together within the same ticket. This gives agents a complete, unified view of the conversation history without switching between tickets, reducing confusion and saving time during ticket resolution.
2. SLA Break-Time Notification
Admins can now set a time limit (SLA) for specific Break statuses, such as “Lunch Break.” If an agent stays in that status longer than allowed, an alert is automatically sent to the selected recipient on Email.
Admins can set the notification user(s) who should receive the alert, and the Email Profile from which the notification should be sent.
Navigation: Setting → Admin → Custom User Status → Add User Status
3. Ticket Locking
A new feature has been added that allows tickets to be automatically locked after a set number of days . Once a ticket is locked, no further changes can be made to it, including reopening it. For example, if ticket locking is set to 7 days, then 7 days after the ticket is closed, it will be locked and become uneditable. This helps maintain data integrity and prevents unintended or unauthorized changes to closed tickets after a defined period.
Navigation: Setting → Admin → Ticket Settings → Ticket Locking → Enter number of days
4. Agent-wise SLA Breach Chart
A new “Agent-wise SLA Breach” chart has been added under Ticketing Reports in the Reports section. This chart gives a clear, agent-level breakdown of SLA breaches, helping managers and admins quickly identify trends and take timely action to improve SLA adherence across the team.
Navigation: Reports → Ticketing Reports → SLA Breach
5. Quick Actions New Updates
Quick Actions now support Hide, Delete, and Like, enabling agents to perform these actions directly from the conversation view. This reduces manual effort, speeds up response handling, and improves overall productivity.
Navigation: Setting → Admin → Quick Action → Add New Quick Action → Add Quick Action Name → Save → Set Actions → Choose desired mention action
Hi [Name],
Good news — this is resolved on our end. You shouldn’t run into this issue going forward.
Do reach out if anything comes up.
6. Competitor Analytics – GMB & Play Store (Coming Soon)
Competitor tracking for GMB (Google My Business) and Play Store will soon be available under Brand Analytics in the Social Analytics section. This will enable users to benchmark their brand’s performance against competitors on these platforms as well, giving a more complete and comparative view of market positioning and customer sentiment.
Navigation: Setting → Omni Channel Setup → Profiles without Login Credential → Add Profiles
7. Conversational View in My Task
A Conversational View has been introduced in My Task, similar to the one already available in Ticketing & Que Messegaes Section. Users can now choose between two viewing formats:
- Left-Right Aligned View: Customer messages appear on the left and brand replies on the right, mimicking the native chat experience seen on social media platforms.
- Left Aligned View: Both customer messages and brand replies appear on the left, presenting the conversation in a continuous message format for easier reading.
This gives users more flexibility and familiarity in how they read and manage conversations across channels, improving readability and overall ease of tracking conversation history.
Navigation: My Tasks → Change View → Choose your desired chat view
8. My Dashboard – Performance Overview
A new dashboard has been added to display key performance metrics for both Queue and My Task, including Login Time, Break Time, Reply TAT, FRT (First Response Time), Close TAT, Total Assigned, Total Closed, and Total Resolved this is specifically for same day report. This gives Users a consolidated, at-a-glance view of individual performance, making it easier to track productivity and identify areas for improvement.
Navigation: Reports → My Dashboard
9. Tickets Trend Chart – Monthly Sort Filter
A “Monthly” sort filter has been added to the Tickets Trend chart under Ticketing Reports in the Reports section. This allows users to view ticket trends broken down by month, making it easier to analyze longer-term patterns and seasonal variations in ticket volume.
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10. Automation Cloning
You can now clone an existing automation to quickly create the same rule for another profile. Simply clone the automation, select the required profile, and make any necessary changes. This makes it easier and faster to replicate automation rules across multiple profiles without creating each one from scratch.
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11. Enter Key to Send Reply
Users can now press the Enter key to send a reply, instead of having to click the send/reply button every time. This small but impactful change speeds up response time and makes the reply experience smoother and more aligned with standard chat and messaging behavior, making it more user-friendly. ( Specifically For Conversational View)
12. Copy-Paste Images in Ticket Body
Users can now directly copy-paste static images or screenshots into the reply body for tickets. Earlier, agents had to first save the screenshot or image, then use the “Upload Attachment” option to add it. Now, agents can simply paste the image directly into the ticket, making it faster and more convenient to attach visual content. it will go as an attachment.
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13. Audio File Attachment for Meta Conversations
Users can now add audio files as attachments while responding to Meta (Facebook/Instagram) conversations. This expands the range of supported content types, allowing agents to share or respond with voice notes and audio content directly within the ticket, improving communication flexibility for Meta channel conversations.
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14. Audio-to-Text in Reply Box
An audio-to-text feature has been added within the ticket reply section, allowing users to convert spoken audio into text directly while drafting a reply. This saves time, as speaking is faster than typing and helps speed up response drafting, especially for longer replies.
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15. One Ticket View – Concurrent Access via “Continue”
Earlier, if a ticket was already open in One Ticket View/ Chat View by another user, no action could be taken on it by anyone else. Now, users can click “Continue” to access and take action on the ticket even if it’s currently open with another user. This reduces bottlenecks and ensures tickets don’t stay stuck or delayed just because another user has them open, improving overall response time and team flexibility. ( Mention the configuration)
16. Knowledge Base & Survey Moved to Admin Section
The Knowledge Base and Survey modules have been relocated to the Admin section. This reorganization brings related configuration and management tools together in a more logical, centralized location, making navigation and administration more intuitive.
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17. Queue Assignment Methods
Tickets in a queue can be assigned to agents using multiple assignment logics, giving teams flexibility based on how they want workload distributed.
This includes:
- Round Robin: Tickets are assigned in standard round robin order, and can be given out in bulk to agents. Each new assignment goes to a different agent instead of repeating the last one.
- Round Robin (One by One): Tickets are assigned one at a time — the system assigns one ticket, then moves to the next. Each ticket goes to a new agent in turn.
- Equal Assignment: Tickets are distributed by balancing the number of available agents against the number of unassigned tickets in the queue, keeping the split fair in real time.
- Priority Assignment: A ticket is assigned to the agent who worked on it before, as long as that agent is active. If they’re not available, the ticket goes to any online agent through round robin.
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18. Customer Segments
Admins can now create different customer segment types to do a prioritization,
Later can be use while prioritize the ticket flow to agent que
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19. Custom User Status (Admin)
Admins can now add custom user statuses under Admin settings, which agents can select while working on or away from the queue. This allows teams to define statuses beyond the default options, such as different types of breaks, meetings, or other use cases, each with a customizable time duration.
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20. Streams
Streams introduces a social wall where users can add multiple platforms in one view. Posts from selected profiles scroll across the wall, giving users a live, at-a-glance overview of activity across channels, ideal for wall display or monitoring purposes.
Also, actions such a sharing the other profile content at brand page
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21. GMB Location Store Filtering
Users had to switch locations within the native Google My Business platform to view analytics for a specific location. Now, this can be done directly from Konnect Insights using the location filters available under the GMB section on the Social Analytics tab, removing the need to toggle between platforms. Lynda Noronha
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22. User Performance - Bifurcation of actions
The User Performance feature provides an overview of all actions taken by a user on their account, allowing admins to track and review agent activity in a consolidated view.
Now we can bifurcate the action with filter such as auto, Manual
Bifur
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23. Smart Queue Cleanup
We have introduced Smart Queue Cleanup to ensure tickets are automatically reassigned if they remain unattended in an agent’s queue for a specified duration which is configured in admin settings
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Configure a cleanup time (for example, 30 minutes). Once the configured time expires, all tickets that are still pending in the agent’s queue and have not been worked on will be automatically removed from that agent’s queue and moved back to the Unassigned bucket. These tickets can then be picked up or assigned to another available agent.
Example:
- Smart Queue Cleanup is set to 30 minutes.
- An agent receives multiple tickets in their queue.
- The agent works on one ticket for 15 minutes and another for 9 minutes.
- After 30 minutes from the time the tickets were assigned, any remaining tickets that the agent has not started working on are automatically moved to the Unassigned bucket, making them available for reassignment to another agent.
This helps prevent tickets from remaining idle in an agent’s queue and ensures faster ticket distribution and response times.
24. Media filters in Notification page
A new Media Filter has been added to the Notifications page, making it easier to view notifications based on specific media channels.
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Users can now filter notifications by media source, allowing them to quickly find and manage notifications from the desired platform for a more organized and efficient workflow.
25. Delete Published Threads Posts
You can now delete published Threads posts directly from the platform. Any post published through Konnect insights .
making it easier to manage your published content without switching between applications.
26. Delete Published LinkedIn Posts
You can now delete published LinkedIn posts directly from the platform. Any post published through Konnect insights .
making it easier to manage your published content without switching between applications.
27. GMB Location Management
You can now manage Google Business Profile (GMB) locations directly from Konnect Insights.
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The GMB Location Management module allows you to:
- Create new GMB locations
- Update existing location details
- Send locations for verification
This feature enables end-to-end GMB location management from within Konnect Insights, eliminating the need to switch between platforms and making location administration faster and more convenient.
28. Post Type Filter
A new Post Type Filter has been added to the Publish module, making it easier to find published content based on its type.
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You can now filter published posts by:
- Text
- Story
- Reel
- Poll
Simply select the desired post type, and the platform will display only the published posts that match the selected category. This helps users quickly locate and manage specific types of published content.
29. Facebook Reply Profile Mapping
You can now configure a Reply Profile for Facebook, allowing replies to be sent from a predefined profile by default.
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Select the preferred Facebook reply profile in the mapping settings. Once configured, replies to incoming Facebook messages and customer tickets will automatically be sent using the selected reply profile, ensuring consistent communication and reducing the need to manually choose a profile for every response.
30. Google Cloud Integration
Google Drive has now been added as a supported integration in Konnect Insights.
You can connect your Google Drive account to easily access and manage files directly from the platform, enabling a more streamlined workflow and improved collaboration.
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