We're excited to announce the release of Ticaga version 2.4.0 — our largest update yet, packed with new extensions, quality-of-life improvements, and infrastructure upgrades.
New Extensions
- RoadMap (paid) — Share your product roadmap publicly and let customers follow along.
- Automation Rules — Automatically act on tickets based on conditions you define.
- AI Support — AI-powered responses, ticket summaries, similar ticket detection, smart agent assignment, and canned response suggestions.
- Custom Fields — Add custom data fields to tickets and customer profiles for the information that matters to your team.
- Client Groups — Organise customers into named groups with VIP status, SLA policy overrides, and CSAT controls.
- Account Manager Appointments — Let customers book appointments directly from the portal.
New Core Features
- Webhooks — Send real-time events to Discord, Slack, or any custom endpoint.
- Email Templates — Fully customisable email templates with branding, preview, and test send support.
- Roles & Permissions editor — Fine-grained control over what your team can see and do.
- Email OTP — Two-factor authentication via email one-time passcode.
- Magic Login — Passwordless login links for frictionless access.
- New timeline ticket view — A fresh, timeline-style layout for reading and responding to tickets.
- Ticket Archiving — Archive resolved tickets to keep your queue clean without permanently deleting them.
Enhancements
- Departments now have opening hours based on SLA business hours, with "Back [day] at [time]" messaging shown during ticket creation.
- SLA Tracking now enforces business hours when calculating ETAs for accurate delivery estimates.
- LiveChat (paid): New widget cards.
- WHMCS extension brought to full feature parity with Blesta — customer profile card, redesigned billing panel, and invoice flyout.
- Blesta billing panel and customer profile page redesigned and polished.
- Better department auto-close configuration.
- Session expiry pop-up.
- System Health page revamped with MD5 file integrity checks.
Bug Fixes
- SLA Tracking: BST timezone not supported.
- Customers receiving email notifications for their own replies.
- Improvements to the dark mode.
Looking Ahead to 2.5.0
Work on 2.5.0 is already underway. The next release will bring activity logs for a full audit trail across your help-desk and a free Service Status extension. Track our progress on the Ticaga Roadmap.
Stay connected by joining our community on Discord: discord.gg/sTNMtCxF9H
Thank you for your continued trust and support.
The Ticaga Team
