Remembers UI States

Licorice now remembers exactly where you left off, no matter what happens. Power outage? Logging on on a different device? No problem. Licorice remembers exactly where you were and resumes as if you never left.

Life is so busy as a tech, we want you to be able to rely on Licorice without having to remember where you were at. And now you can!

bigger Chat

The client and engineer chat area is extremely important to quickly see where a job is at. We felt it was a little cramped, so we added the ability to expand it.

Also, the chat area (and job card) now utilizes the full screen height, so even without zooming chat, it’s much more spacious.

CC Email Users

Sometimes you want to CC someone without adding them as a User, for example CC’ing a third party vendor into the conversation.

You can now do this by simply typing/pasting the email, and they will be added under Users as a CC contact.

Licorice caches email addresses, so you don’t need to remember frequently CC’d addresses! Also, emails are visually distinct from Users, so you can see them at a glance.

Of course, CC’d emails are automatically sync’d to your PSA.

See and Change Job Status

Licorice intelligently changes Job status as it moves through its lifecycle. However, as with all things, sometimes we need to change a Job status manually.

For this reason we have made two changes:

1. You can now clearly see the current Job status at the top of the Job Card, and
2. You can manually override the status if necessary. This might be to trigger a PSA workflow, or control the SLA timer, for example.

Assets/Configurations Sync

Licorice now syncs Configuration Items from your PSA (called ‘Assets’ in Licorice). These are currently read-only while we test the new functionality.

You can associate multiple assets to a Job, for example:

Change Job Owner

Who is accountable for this Job?

Licorice is very clever, if you move a Job to another engineer (and they accept), Licorice automatically switches the Job owner for you, so there is always a clear demarcation of accountability.

However, sometimes you need to be able to override the Job owner. You can now easily do so by right-clicking an engineer → Set as Owner.

You can also click the hand✋icon to quickly transfer ownership to yourself in a single click.

Separate hours for Client Scheduling

It’s now possible to configure different availability for Client Scheduling, than your regular business hours.

There are many reasons this might be useful, for example:

1. Your team starts earlier/finishes later for network maintenance windows, or to give you a head-start on the day, however you don’t want clients to be able to book these times,
2. You have a round-the-clock business, but don’t want round-the-clock bookings from clients, or
3. You require a different process for clients booking after-hours work (i.e. not self-scheduled).

It’s just a few clicks to configure Client Scheduling hours

Mapping For ‘Normal’ Priority

Previously Licorice treated ‘Normal’ priority as any ticket that wasn’t ‘High’ or ‘Critical’ priority. However some MSPs and ITSPs are using 4 priorities so this didn’t work for everyone.

Accordingly we’ve added a mapping for ‘Normal’ priority, so Licorice can correctly map Job priority to the PSA when there are more than 3 priorities.

Browser Notifications

If you had Licorice or your browser minimised, it was possible to miss an important notification in the Notifications Panel.

Accordingly, Licorice will now show notifications as browser notifications when it’s not the active window (if you choose to allow notifications).

Unread Notifications

Licorice now highlights the ‘bell’ notification icon when you have new or unread notifications.

Add/delete Engineers (standalone)

For standalone Licorice clients, you now have the ability to add, invite, deactivate, and remove Engineers.

(For PSA-connected Licorice instances, Settings → Engineers continues to be populated from your PSA(s) — if you’d like the ability to add/remove Licorice-only Engineers, please let us know).

Checklist/Task Syncing

Licorice now syncs Checklist items with your PSA’s Tasks bidirectionally.

Bug Fixes and Improvements

• Fixed an issue where an integration completes correctly, but integration progress UI stalls
• Fixed an issue where incorrect search results could be displayed on the Search Panel
• Security audits and hardening was performed on the Licorice infrastructure
• Fixed an issue where Licorice would attempt to sync an invalid record from ConnectWise (i.e., there is an error or invalid character in the ConnectWise MSSQL database)