Charter Operator

05/12/2026

MF 10:57 AM Fluent support Task #58 (New): v19.18 frozen waiting for ticket list

## Handover — YDB FluentSupport Tools freeze
We freeze the current development here.
Current accepted working release:
**v19.18 — soft release reload overlay**
Use this as the current baseline:
[Download v19.18](sandbox:/m... Maurizio Folini

MF 02:45 AM Fluent support Task #57 (New): v19.00 Start applying heartbeat

Yes. In your FluentSupport plugin, heartbeat could be used for several useful “near real-time” situations.
### 1. Conflict badge
Already implemented.
Show when another agent is viewing the same ticket.
Example:
> “Ticket a... Maurizio Folini

MF 02:43 AM Fluent support Task #56 (New): ydb-fluentsupport-tools-v18-17-white-header-initials

Maurizio Folini

05/11/2026

MF 03:42 AM Fluent support Task #55 (New): v.18.12 Redesign ticket list

Done. I created the first **Option 1** version.
Download/install this zip:
[Download ydb-fluentsupport-tools-v18-12-ticket-list-table-mode.zip](sandbox:/mnt/data/ydb-fluentsupport-tools-v18-12-ticket-list-table-mode.zip)
What ch... Maurizio Folini

05/10/2026

MF 02:05 AM Fluent support Task #54 (New): v. 18.5

# YDB FluentSupport Tools — General Documentation
**Current working version:** v18.5 — Native Reopen Self-Assign
**Plugin folder:** `wp-content/plugins/ydb-fluentsupport-tools/`
**Status:** Working / accepted after live testing ... Maurizio Folini

05/09/2026

MF 01:40 AM Fluent support Task #53 (New): 16..6

## Handover — YDB FluentSupport Tools v16.6
**Status:** Working / accepted
**Current safe baseline:** `v16.6`
Plugin folder:
```text
wp-content/plugins/ydb-fluentsupport-tools/
```
Current zip:
```text
ydb-fluentsuppor... Maurizio Folini

05/08/2026

MF 10:37 AM Fluent support Task #52 (New): Forward ticket received as email

Yes. This would be a very useful next feature for our **YDB FluentSupport Tools** plugin.
FluentSupport already has **email piping**, but that is mainly the opposite direction: incoming forwarded emails become tickets. Their docs desc... Maurizio Folini

MF 01:26 AM Fluent support Task #51 (New): v15 — Agent-created ticket defaults to email

1. Detect FluentSupport “create ticket” screen
2. Default the new ticket type/channel to Email
3. Make sure customer notification is enabled
4. Keep compatibility with the existing v14 signature marker [[YDB_AGENT_SIGNATURE]]
5. Add ... Maurizio Folini

MF 01:23 AM Fluent support Task #50 (New): Next steps

Yes, **“new ticket defaults to email”** is a very good next improvement.
Right now FluentSupport seems to allow creating a ticket, but when the agent starts it manually, the flow is not as smooth as a normal email-based support workfl... Maurizio Folini

MF 01:13 AM Fluent support Task #49 (New): 0.1.14

Below is the full documentation / handover for the current plugin.
---
# YDB FluentSupport Tools — Full Documentation
## 1. Plugin name
```text
YDB FluentSupport Tools
```
Current checkpoint:
```text
v14 — Concurrenc... Maurizio Folini