Release 3.2

TENTATIVE RELEASE DATES - v3.2

Closed Preview: 19 March 2025 (Approx. 9am AEDT / 18 Mar, 3pm PDT) - This closed preview will be released to select Closed Preview customers for feedback.

Tentative GA Release: 9th April 2025 (Approx. 9am AEST / 8 Apr, 4pm PDT) - This release date may be extended should any issues arise during the closed preview period.

We are pleased to announce the release of of Amazon Connect for Zendesk Application v3.2 which is a Maintenance release.

In this release we have

• Resolved a bug that occasionally resulted in assigning a chat transcript to the wrong ticket:
  If an agent is already engaged in a chat and a new contact arrives with a ticket specified in the zendesk_ticket attribute, that ticket will automatically pop up. This can be distracting, so the agent may click on the ticket tab of their previous chat before accepting the new one or shortly afterward. (Note: as timing is critical, reproducing this behaviour is challenging). This previously caused a bug where the new ticket number was mistakenly assigned to the contact session of the previous chat. The issue has now been resolved by ensuring that the ticket number is correctly linked to the appropriate contact session when handling incoming contacts.

• Added a new contact attribute pop_first_only which by default is set to false, to be backwards compatible with existing behaviour. When set to true it will prevent ticket pop and/or user pop for the second and further concurrent contacts, to minimise distraction for the agent.

• Resolved a bug that sometimes caused a ticket to not be created when a contact is connected:
  In rare circumstances, a contact may be accepted by the agent before the connecting stage of the process has completed. This stage involves multiple API calls to the Zendesk instance, which may take longer if network conditions are poor or if the Zendesk instance is hosted far from the agent’s workstation or contact centre. This has been resolved by ensuring the process waits for connecting stage to complete, before proceeding with creating a ticket.

• Added exception handling when opening the dialler popup to prevent outbound calls from being mistakenly linked to the wrong ticket.

Bug fixes

This release contains the following fixes: