{"id":51372,"date":"2026-09-15T20:21:11","date_gmt":"2026-09-15T14:21:11","guid":{"rendered":"https:\/\/fluentsupport.com\/?p=51372"},"modified":"2026-09-15T20:21:13","modified_gmt":"2026-09-15T14:21:13","slug":"fluent-support-2-4-0","status":"publish","type":"post","link":"https:\/\/fluentsupport.com\/fluent-support-2-4-0\/","title":{"rendered":"Fluent Support 2.4.0: Advanced Reports, AI Ticket Audit, and Portal Protection"},"content":{"rendered":"
<\/p>\n\n\n
Fluent Support 2.4.0 is here! This release rebuilds reporting from the ground up, adds an AI-powered ticket audit, and puts reCAPTCHA protection on your customer portal ticket form. We also spent real time on the details your team touches every day: faster ticket lists, searchable dropdowns, and a much steadier upgrade path.<\/p>\n\n\n\n
Let’s walk through what changed.<\/p>\n\n\n\n
A Rebuilt Reporting Experience<\/h2>\n\n\n\n<\/figure>\n\n\n\n
Reporting needed more than a fresh coat of paint. So we rebuilt it. Advanced Reports<\/strong> gives your team a proper analytics section, with comparison charts, a date range filter on every page, and a collapsible sidebar that keeps your screen focused.<\/p>\n\n\n\n
The Report Pages<\/h3>\n\n\n\n
Each page answers a specific question about your support operation:<\/p>\n\n\n\n
\n
Ticket Overview<\/strong> shows volume, distribution, and trends across your whole helpdesk.<\/li>\n\n\n\n
Agent Performance<\/strong> compares your agents side by side, and now includes growth metrics and an activity grid.<\/li>\n\n\n\n
Product Insight<\/strong> breaks down tickets and interactions by product, so you can spot which one drains your team.<\/li>\n\n\n\n
Business Boxes<\/strong> tracks workload health, waiting tickets, and mailbox pressure in real time.<\/li>\n\n\n\n
Activity<\/strong> maps ticket creation and agent replies across the hours of the day.<\/li>\n\n\n\n
AI Ticket Audit<\/strong> reviews your conversations with AI. More on that below.<\/li>\n<\/ul>\n\n\n\n
You can select multiple teams on Agent Performance, or view all of them at once. Every table paginates properly. Every chart resizes on smaller screens.<\/p>\n\n\n\n
Live numbers tell you where you stand today. They do not tell you where you stood last Tuesday. Historical Snapshots<\/strong> fixes that.<\/p>\n\n\n\n
Fluent Support captures your reporting data every six hours, quietly in the background. A Live \/ Snapshot<\/strong> selector sits in the report toolbar. Switch to Snapshot, pick a capture, and the whole page shows those numbers instead. Switch back to Live, and your previous date range returns exactly as you left it.<\/p>\n\n\n\n
This helps most when you want to compare. Did last month’s staffing change actually move your response times? Now you can check.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Snapshots do not pile up forever. Open Settings \u2192 Global Settings<\/strong> and set Snapshot Retention<\/strong> to 3, 7, or 15 days. Fluent Support deletes anything older automatically, so your database stays lean. New sites start at 15 days.<\/p>\n\n\n\n
AI Ticket Audit<\/h2>\n\n\n\n<\/figure>\n\n\n\n
Reading every ticket is not realistic. Reading none of them is worse. AI Ticket Audit<\/strong> sits in the middle.<\/p>\n\n\n\n
The report runs your tickets through your configured AI provider. It returns a review of each conversation, along with a mood reading. You then filter by mood to surface the conversations worth your attention. A frustrated customer thread rises to the top instead of disappearing into a closed queue.<\/p>\n\n\n\n
How It Works<\/h3>\n\n\n\n
Pick a date range and run the audit. Fluent Support stores each result, so revisiting the report costs you nothing extra. Auditing the same ticket twice will not create a duplicate row either.<\/p>\n\n\n\n
We also added a per-user rate limit on the audit endpoint. Your API budget stays predictable, and one enthusiastic agent cannot spend it all.<\/p>\n\n\n\n
Setup<\/h3>\n\n\n\n
Choose your provider under Settings \u2192 AI Model Setup<\/strong>. OpenAI, Gemini, and Anthropic all work. Then open Reports \u2192 AI Ticket Audit<\/strong> and run your first audit. If a key stops working, the report now tells you plainly instead of showing an empty table.<\/p>\n\n\n\n
reCAPTCHA Protection for Portal Tickets<\/h2>\n\n\n\n
Spam tickets waste agent time. Until now, reCAPTCHA guarded your portal login and registration only. This release extends it to the ticket creation form<\/strong> as well.<\/p>\n\n\n\n
Both versions work. Version 2 shows the familiar checkbox challenge. Version 3 scores visitors quietly in the background and shows only its badge.<\/p>\n\n\n\n
Built to Fail Safely<\/h3>\n\n\n\n
A blocked script must never trap a real customer. We hardened that path carefully. The form loads reCAPTCHA lazily, refreshes stale tokens, and offers a retry when Google’s script fails to load. Your customer always reaches the submit button.<\/p>\n\n\n\n
Find your keys under Settings \u2192 reCAPTCHA<\/strong>, pick your version, and save. The portal form picks it up immediately.<\/p>\n\n\n\n
More Control Over Ticket Forms<\/h2>\n\n\n\n
Two smaller additions give you sharper ticket forms.<\/p>\n\n\n\n
Date Range custom fields.<\/strong> Collect a start date and an end date in a single field. Hosting a booking window, a subscription period, or an incident timeline no longer takes two separate fields. A proper range picker renders on the admin form and the customer portal, and the ticket sidebar displays it cleanly.<\/p>\n\n\n\n
Category filter for knowledge base suggestions.<\/strong> Article suggestions work best when they stay relevant. Open Settings \u2192 Ticket Form Config<\/strong> and use the new Filter by Post Category<\/strong> field. Pick the categories you want to suggest from, and Fluent Support includes their subcategories automatically. Leave it empty to keep suggesting everything.<\/p>\n\n\n\n
Improvements<\/h2>\n\n\n\n
Everyday Polish<\/h3>\n\n\n\n
Searchable dropdowns.<\/strong> Product dropdowns are alphabetized and searchable now. The fallback agent setting uses a searchable agent picker too, so you no longer type a raw agent ID and hope.<\/p>\n\n\n\n
Keyboard and screen support.<\/strong> Ticket rows in reports respond to keyboard navigation. Report tables, toolbars, and charts adapt to narrow screens instead of overflowing them.<\/p>\n\n\n\n
Cleaner admin forms.<\/strong> We normalized input and select heights across the admin. Duplicate wrapper borders are gone. Date range picker styles stay scoped to their own screens, so they stop leaking into unrelated pages.<\/p>\n\n\n\n
Readable numbers.<\/strong> Report stats use thousand separators. A four figure ticket count finally looks like one.<\/p>\n\n\n\n
Reports open on today.<\/strong> Advanced Reports now defaults its date range to today. Previously it opened on the last seven days.<\/p>\n\n\n\n
Readable permission names.<\/strong> The agent abilities list now spells out each permission in plain language.<\/p>\n\n\n\n
Bug Fixes and Stability<\/h2>\n\n\n\n
Reports and Ticket Lists<\/h3>\n\n\n\n
Product filter on the ticket list.<\/strong> Clearing the product filter now clears it. Filter routing works correctly, and ticket counts stop landing under the wrong product as you move between pages.<\/p>\n\n\n\n
Mailbox filter in Business Boxes.<\/strong> The report showed waiting tickets from the wrong mailbox when you filtered by one. It now queries the mailbox you actually selected.<\/p>\n\n\n\n
Agent Performance accuracy.<\/strong> Ticket rows picked the wrong latest response. Agents without a single response counted as active. Exports ignored some filters. All three behave correctly now.<\/p>\n\n\n\n
Product Distribution totals.<\/strong> The total ignored your selected product filter. It respects it now.<\/p>\n\n\n\n
Customer Portal<\/h3>\n\n\n\n
Expiry on non-UTC sites.<\/strong> Two-factor codes and login links expired early when your site ran on a non-UTC timezone. Fluent Support now reads those timestamps as UTC, so your expiry window matches the one we promise.<\/p>\n\n\n\n
Security<\/h2>\n\n\n\n
Stricter portal reCAPTCHA.<\/strong> Portal reCAPTCHA v3 responses now verify both the success flag and the expected action.<\/p>\n\n\n\n
Closing Thoughts<\/h2>\n\n\n\n
Reporting drove this release. Support teams asked for numbers they could trust, compare, and act on. Advanced Reports, Historical Snapshots, and AI Ticket Audit answer that together.<\/p>\n\n\n\n
The rest of the work protects your daily flow. Your portal resists spam. Your ticket list loads faster. Your updates apply cleanly. Those wins rarely make a headline, but your team feels them every shift.<\/p>\n\n\n\n
Update to Fluent Support 2.4.0 and take the new Reports section for a spin. As always, tell us what you find.<\/p>\n\n\n\n
Happy supporting!<\/p>\n\n\n\n
Full Changelog<\/h2>\n\n\n\n
Fluent Support (Free)<\/h3>\n\n\n\n
\n
Added: Google reCAPTCHA protection for the Customer Portal ticket creation form, supporting both reCAPTCHA v2 and v3<\/li>\n\n\n\n
Added: Customer Portal prompts customers to confirm a changed account email via a signed verification link, and merges any unlinked customer record already collecting tickets at that address<\/li>\n\n\n\n
Added: fluent_support\/merging_customer_records action so add-ons can move their own data when two customer records merge<\/li>\n\n\n\n
Improved: Ticket rows in reports and lists are now keyboard accessible, and report tables, charts and toolbars adapt to narrow screens<\/li>\n\n\n\n
Improved: Product dropdowns are alphabetized and searchable, and the fallback agent setting now uses a searchable agent dropdown instead of a raw agent ID field<\/li>\n\n\n\n
Improved: Half-hourly background tasks are now scheduled through Action Scheduler and reconciled automatically, so scheduled jobs no longer stall after updates<\/li>\n\n\n\n
Improved: Normalized input and select field heights across the admin UI, and scoped date-range picker styles so they no longer leak into other screens<\/li>\n\n\n\n
Improved: Human-friendly permission names in the agent abilities list<\/li>\n\n\n\n
Fixed: Business Boxes report showing waiting tickets from the wrong mailbox when a mailbox filter was applied<\/li>\n\n\n\n
Fixed: Agent Performance report showing the wrong latest response on ticket rows, counting agents without responses as active, and exporting with unnormalized filters<\/li>\n\n\n\n
Fixed: Two-factor and login expiry parsed as UTC, expiring early on non-UTC sites<\/li>\n\n\n\n
Fixed: Duplicate Cc line on the first message of a ticket thread<\/li>\n\n\n\n
Fixed: Agent-initiated outreach email showing the internal log message instead of the agent’s reply for {{ticket.content}}<\/li>\n\n\n\n
Fixed: Long ticket titles overflowing instead of wrapping on the ticket view; ticket title typography<\/li>\n\n\n\n
Fixed: Security through ongoing audits and hardening. <\/li>\n<\/ul>\n\n\n\n
Fluent Support Pro<\/h3>\n\n\n\n
\n
Added: Advanced Reports suite, a rebuilt Reports section with Ticket Overview, Agent Performance, Product Insight, Business Boxes, Activity and AI Ticket Audit pages, each with date-range filtering, comparison charts and a collapsible report sidebar<\/li>\n\n\n\n
Added: AI Ticket Audit report. Audit tickets with your configured AI provider (OpenAI, Gemini or Anthropic), filter results by mood, and page through audited tickets<\/li>\n\n\n\n
Added: Historical Snapshots for Advanced Reports. Reporting data is captured every 6 hours, and a Live \/ Snapshot selector lets you compare current numbers against any earlier capture<\/li>\n\n\n\n
Added: Growth metrics and activity grid in Agent Performance reports, plus product interaction counts in Product Insight<\/li>\n\n\n\n
Added: Date range custom field type. Collect a start and end date in a single ticket field, rendered with a date-range picker in the ticket form and the ticket sidebar<\/li>\n\n\n\n
Added: Category filter for Knowledge Base article suggestions. Limit suggested docs to selected categories, including their subcategories<\/li>\n\n\n\n
Fixed: Ticket category ordering and stale category IDs in custom field options<\/li>\n\n\n\n
Fixed: Duplicate CC data written to email-piped responses<\/li>\n\n\n\n
Fixed: Literal backslashes were stripped from ticket and reply content, including piped emails <\/li>\n\n\n\n
Improved: Customers are now told which attachments did not go through<\/li>\n<\/ul>\n\n\n
<\/p>","protected":false},"excerpt":{"rendered":"
Fluent Support 2.4.0 rebuilds reporting with a full Advanced Reports suite, historical snapshots captured every six hours, and an AI Ticket Audit that reads your conversations for you. The release also adds reCAPTCHA protection to the customer portal ticket form. Faster ticket lists and safer plugin updates round it out.<\/p>\n","protected":false},"author":1,"featured_media":51374,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"categories":[38,45],"tags":[],"class_list":["post-51372","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","category-release-note"],"acf":[],"yoast_head":"\n
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