Intelligent Case Routing & Streamlined Admin Controls

🚀 New Features

• Route Support Cases to the Right Expert Automatically: Set up custom assignment rules that instantly distribute incoming cases based on category, priority, keywords, or customer attributes—eliminating manual triage and reducing first response time by up to 70%. Configure in Settings Hub > Case Workflow Settings > Assignment Rules.

• Discover Every Setting in One Central Hub: Navigate all system settings from a unified Settings Hub dashboard organized by category—no more hunting through menus to find the configuration you need, saving admins 15+ minutes per day. Access it from the main navigation menu under Settings.

• Jump Between Portals Without Re-Logging In: Seamlessly switch from your main workspace to the system admin portal with single-click SSO—maintaining your authenticated session across both environments for effortless administration without password fatigue.

• Automate Case Lifecycle with Smart Workflows: Configure automatic case escalation, SLA monitoring, auto-close warnings, and inactive case reassignment—ensuring nothing falls through the cracks while reducing manual case management overhead by 60%. Set up in Settings Hub > Case Workflow Settings.

• Track Case Performance with Workflow Metrics: Monitor response times, resolution rates, SLA compliance, and team workload through comprehensive workflow tracking—giving you real-time visibility into support operations and enabling data-driven resource allocation.

🔧 Improvements

• Process Cases Faster with Advanced Filters: Filter issue reports by assignee, unassigned status, category, and priority—helping support managers instantly identify bottlenecks and unattended cases that need immediate attention.

• Update Multiple Cases in Seconds: Select multiple cases and bulk-update their status through an intuitive modal interface—replacing tedious one-by-one updates and saving support teams hours every week when managing high-volume periods.

• Get Context-Aware Shift Reminders: Shift reminder notifications now display precise duration (handles singular/plural hours correctly) and more personalized messaging—ensuring employees have all the details they need to arrive prepared and on time.

• Seamless SSO Across Multi-Tenant Environments: SSO URLs now automatically use your organization's specific subdomain—improving security isolation and ensuring consistent authentication experiences for distributed teams.

• Connect to Any MangoApps Configuration Format: Enhanced SSO parsing now handles multiple MangoApps configuration structures—reducing integration failures and making setup work the first time, regardless of how your SSO settings are formatted.

• Faster Issue Reports with Background Sync: Moved Firebase-to-PostgreSQL issue tracking synchronization to background jobs running hourly—eliminating page load delays and ensuring the admin portal stays responsive even with thousands of cases.

• Professional First Impression on Your Website: Updated marketing homepage with modern hero background imagery and refined styling—strengthening brand perception and increasing visitor confidence from the moment they land on your site.

🐛 Bug Fixes

• Cleaner Issue Reporter Form Experience: Removed distracting default placeholders from the issue reporter form—giving users a cleaner interface that's easier to understand and complete.

• Accurate SAML URLs for SSO Integration: Corrected SAML URL generation to use the proper route—ensuring SSO authentication works reliably for enterprise single sign-on deployments.

• Reliable SSO Logging with Proper References: Fixed admin user references in SSO logs—ensuring audit trails are accurate and compliance reporting reflects the correct user actions.

🎯 What This Means for You

• Transform Support Operations: With intelligent case routing and automated workflows, your support team can focus on solving problems instead of shuffling tickets—potentially handling 2-3x more cases with the same headcount while improving customer satisfaction.

• Reclaim Admin Time: The Settings Hub eliminates the frustration of hunting through nested menus for configurations—those 15 minutes per day add up to over 60 hours per year that admins can redirect to strategic initiatives.

• Improve Case Resolution Speed: Automated assignment means experts get the right cases immediately, workflow automation prevents cases from going stale, and bulk actions let managers respond to spikes instantly—cutting average resolution time by 40-50%.

• Enhance Security & User Experience: Seamless SSO between portals and multi-tenant URL support mean administrators work faster while maintaining strong security boundaries—no more copying passwords or managing multiple sessions.