The theme of this release is increased visibility and flexibility. We’ve done this by adding:

• agent typing notifications
• session recording previews
• pending status

Agent typing notifications

You can now see when another agent is typing a response to a customer in the composer to prevent accidental double-responses or collisions.

Session recording previews

Session recordings in the customer timeline now show previews as gifs to make it easier to know whether to watch the full session.

Pending status

It’s useful at times to put tickets into an indefinite holding state (eg, if you’d like to have them automatically closed after a period of inactivity). We’ve created the Pending status for this.

When tickets are placed into the Pending status, they’ll automatically move to the Pending folder and remain there until they’ve been closed or moved back to Open status.