Happy holidays! Our Christmas release this year is chock-full of improvements:

• 🔥 SLA improvements: view SLA status on tickets directly in your inbox
• 📱 Mobile responsive: we’ve made it much easier to use Atlas on mobile with improved inbox and customer timeline views
• 📚 Help center improvements: you can now customize your favicon, use rectangular logos in the help center header, and enjoy improved SEO
• 🔍 Account search: search by various account properties (search by account properties — screenshot of account search by name, by number of sessions)

SLA status

SLAs are a great way of keeping track of which tickets need a response most urgently. We’ve now made it even easier to know which tickets to respond to first in your inbox by adding an SLA urgency icon to each ticket that is near or overdue its SLA policy.

Look for the 🔥 in grey (monitor), yellow (urgent), and red (overdue) for increasing urgency.

If you haven’t setup SLA policies yet, you can do so here.

Mobile responsive UI

We’ve spent a lot of time over the last two quarters upgrading the look, feel, and performance of the parts of Atlas where you spend most of your time: the inbox and customer timeline.

Now those improvements have made their way to mobile, so if you’re on the move and need to take a look at your inbox or check out a customer’s timeline, it’s a considerably better experience.

More improvements to come here including a mobile app in 2024 — let us know what you think!

Help center improvements

We’ve made a slew of SEO upgrades related to page metadata, most of which you’ll get without any work on your end.

You can now also customize your favicon and use rectangular logos in the help center header.

Account search

We’ve enabled searching by account properties now as well as some customer health metrics including metrics like the number of tickets over the last week (NumTicketsT7) or month (NumTicketsT30), number of sessions (NumSessionsT7, NumSessionsT30), and average CSAT (AvgCSAT).