The second issue we have in mind is the matter of managing the affairs that started with the customer's inquiry. In the case of an inbound email asking a lot of questions and the system automatically created the case, we added the ability to "clone" it so that each problem could be resolved independently in time, attributing to many people. On the other hand, if a customer sends a question multiple times in multiple emails or by calling, and the system rules produce a redundant number of cases, one can "glue" them to one. Cloning and gluing greatly increased flexibility in solving customer problems, thereby increasing the naturalness of the paper circuits.

A full list of changes is available here.