Help Center

Dear Valued Customers,

We sincerely thank you for using our service. 
'Contiple' will undergo scheduled maintenance on December 17th, 2024.

These updates are part of our ongoing efforts to provide you with better quality service.

■ Date : 
Between 07:00 and 08:00 on December 17, 2024

■ Influence: 
During this period, the service may be temporarily unavailable. 
We are aiming for a zero-downtime update to minimize any impact.

■ Contents:
1. Ticket Management
 - The calculation methods for "Resolved" and "Resolved Rate" in the Mini Dashboard have been updated as follows:
   ※ Resolved: The number of tickets resolved today, regardless of their received date.
   ※ Resolved Rate: (Tickets resolved within 24 hours / Total resolved tickets) × 100% (based on the last 7 days).
 - Fixed an issue where "Issue Comment (Additional Escalation)" were not transferred when escalating to Dooray.
 - Fixed an issue where the assigned group was incorrectly displayed in the comment when forwarding a ticket assigned to another agent.

2. Call
 - Added a feature to display customer information during the ringing phase (before the call is answered) when "Customer Info Contact" is enabled.
   ※ Only information set as "Main API" under [Customer Info Management > Customer Info Contact] will be displayed. 'Phone number' must be set as a search item for the feature to work.

3. Service Management
 - Ticket management permissions have been further subdivided under [Service Management > Agent > Menu Access Settings].
   ※ Configurable menus: All Tickets, All Unassigned Tickets, All Tickets in Group, All Transferred Tickets, Spam Box

4. Ticket Detail History
 - Fixed an issue where the last character was deleted if the inquiry content ended with a special character during data extraction.

5. Miscellaneous
- Various minor improvements were made to enhance service stability.

We apologize for any inconvenience this may cause and appreciate your understanding as we work to improve our service.
Thank you for your continued support.

Best regards,
The Contiple Team