Dec 27th, 2024
🎫 Ticket management upgrades
Atlas — Changelog
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Back Dec 27th, 2024
🎫 Ticket management upgrades
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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:
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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
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Speed up your workflow with new hotkeys. Quickly toggle between internal notes and replies:
- Windows: Ctrl+I
- Mac: Cmd+I
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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
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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
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