Ticket Templates allow you to define Preset Properties and Design Custom Forms, that can be applied to existing tickets or that can be used, by the HelpBot Virtual Agent, to intelligently route request.
We have reworked the Knowledge UIs to not only support responding with Templates, but we have also added a WYSIWYG editor for crafting rich text replies, including adding images!
You can read more about Ticket Templates & Knowledge Improvements: HERE.
We have added Automations & Security to the new Web App UIs (In Beta). We also introduced a new settings menu in the header where you can access Settings & Configurations UIs, in order to remove clutter from the main left - hand navigation. We plan to take this UI out of Beta in early Q1.