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