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Version: 3.0 and below

Q4:2026 Release Highlights

We're opening a new quarter at Intellicon with a release that puts dashboard composition and deeper ticket reporting directly in your hands. Here's a look at what's been delivered so far — and what's coming next. 👇

🌟 New Features​

  • Dashboard Revamp — Build Your Own Dashboard The Beta Dashboard UI from v3.1.2.1 is now the default, replacing the old dashboard. Supervisors and team leads compose their own dashboards from configurable widgets — stat cards, multi-stat cards, charts, image and iframe widgets — arranged into named sections that can be dragged, resized and reordered.
  • Ticket Reporting Phase II IntelliDesk gains a new reporting set — Source Channel Breakdown, Lifecycle & Stage Duration, and SLA Performance — each with column selection, saved preferences, and CSV export that matches what is on screen. Ticket reporting previously stopped at volume counts, so questions like which stage tickets get stuck in, which channels bring in the most tickets, and whether SLAs are being met had to be answered by exporting raw data and rebuilding it in Excel. Those answers are now in the product.

💡 Improvements​

  • Last Ticket Note in List View, with Full Note History in Export: The ticket list view now shows the most recent note on each ticket, so you can see what happened last without opening it. Ticket exports include the full note history for each ticket, newest note first.
  • Wrap-Up Filter in the Call Center Report: Wrap-up interactions can now be filtered in the Call Center Report.
  • Loader Shown While Uploading a Number List: Upload progress is now visible instead of the screen appearing frozen.
  • Onic Network Number Validation: Phone number validation in the Address Book now recognises Onic network numbers as valid in the Customer and Contact sections, so valid Pakistani mobile numbers from Onic and other networks are accepted without validation errors.
  • Closing Tasks from the Task Module: Fixed an issue where users were unable to close tasks directly from the Task module using the tick (✓) button.
  • Duplicate Webhook Handling for Instagram and Facebook Comments: Duplicate webhook handling has been added for Instagram and Facebook post comments, preventing multiple interactions from being created when Meta sends duplicate webhook events for the same comment.
  • Duplicate WhatsApp Interactions Prevented: Duplicate interactions are no longer created when Meta sends multiple webhook events for the same WhatsApp message. A single customer message now creates only one interaction.
  • Custom Date Filter Covers the Full Day: The Custom Date filter now automatically covers the full-day time range from 00:00 to 23:59.
  • HTML Content Handling on the Login Screen: Links and buttons in uploaded HTML content now open in a new browser tab, keeping the login screen intact and accessible.
  • Asynchronous Large Media Processing in Webchat: Large media files on the Webchat channel are now processed asynchronously, so incoming messages continue to arrive uninterrupted while media is still being processed.
  • Duplicate Contact Number Validation in Address Book: Duplicate contact number validation now shows the error without resetting the form, so the number can be corrected while all previously entered information is retained.

🐞 Bug Fixes​

  • Resolved an issue where agents were not able to communicate during a transfer while the customer heard Music on Hold, in cases where the transfer was neither marked as a conference nor completed.
  • Fixed an issue where emojis were not working properly in canned messages.
  • Fixed an issue where ticket tags were not displayed in the Table View.
  • Fixed an issue where the agent's email signature was removed when an email template was applied while composing or replying to an email.
  • Fixed an Instagram message loop that was preventing Instagram direct messages from being received and processed after an Instagram update.
  • Fixed Intellicon Task Router connection and Add Coworker errors by ensuring the correct selected channel and queue values are passed in API requests.
  • Fixed inconsistent agent login times between the Agent Login Report and the Agent Wise Interaction Details Report by aligning the login time source and calculation logic across both reports.
  • Fixed Call Center Report XLS exports to include all report data, resolving an issue where the first 1,000 rows were missing from the exported file.