PBJ CRM 7.50 — conversations that read like conversations, and one email per ticket update

PBJ CRM 7.50, PBJ Helpdesk 7.27 and PBJ RingCentral 7.18 are out — free updates for everyone who owns the 7.x versions. There is no database change in any of the three plugins, and your data is untouched. Update PBJ CRM first, then Helpdesk and RingCentral.

One email when a conversation joins a ticket

Turning a text conversation or an email into a ticket, or adding one to a ticket, used to send a “New reply on ticket” email for every line of the conversation — a dozen emails for one click. It now sends exactly one: “Thread added to ticket”. A new message from the customer on an open ticket still notifies you the way it always has.

Threads that read like a conversation

• What the customer sent sits on the left, what you sent sits on the right, and there is always a gap on the other side — in every record’s Thread, whether it is all texts or a mix of texts, calls and email.
• A text conversation converted into a ticket is shown once, as texts. The pasted-in copy of the whole conversation is hidden when every message is on the ticket, and it is never labelled EMAIL.
• The last message of a converted conversation is no longer lost. Tickets converted since 15 September that were missing it get it back automatically when you update.

Your own notices stay out of the CRM inbox

Ticket notices, event reminders and sign-in links still arrive in your email as before. When the Help desk collects them into the CRM inbox they now go straight to the bin, so the inbox only holds mail from customers. Nothing is lost — the bin can be restored.

Full details are on each plugin’s changelog: PBJ CRM, PBJ Helpdesk and PBJ RingCentral.