🎫 Ticket management upgrades
Ticket management improvements—your feedback in action
We've been listening to your challenges with ticket management, and we've made some updates to address them. Here's what's new:
Customer portal filters
Empower your customers to find the information they need. The customer portal now allows users to sort and filter their tickets. They can:
- Filter by open/closed status
- Sort by creation date or last update
Hotkeys for quick navigation
Speed up your workflow with new hotkeys. Quickly toggle between internal notes and replies:
- Windows: Ctrl+I
- Mac: Cmd+I
Streamlined ticket status updates
Update ticket statuses seamlessly while sending messages. New options include:
- Send and close
- Send and snooze
- Send and mark as pending
Customizable CSAT survey timing
Take control of when you collect customer feedback. Admins can now configure CSAT survey timing:
- Send immediately after resolution
- Set channel-specific timings