We’re introducing new options to sort and filter tickets, expanded email automation templates for Instant Ticketing workflows, improved agent routing visibility, and new reporting fields for session metrics — giving teams more control, clearer insights, and a smoother day-to-day experience.
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A new Sort By dropdown in the Ticketing interface makes it easy to organize tickets by Ticket ID, Title, Priority, Due Date, Created Date, or Last Modified.
Why it’s useful: Teams can now view and manage tickets in the order that best fits their workflow — whether that’s focusing on deadlines, priorities, or recent updates.
The new Filter By (Board Visibility) option lets users display tickets based on their state — New, In Progress, On Hold, or Resolved.
Why it’s useful: Helps agents focus on what matters most by filtering out completed or paused work for a simpler, cleaner board view.
Added a migration and four pre-built Instant Ticketing workflow email templates to the Enhanced Email feature. These templates are automatically available on tenant setup when Enhanced Email is enabled, making it easier to configure automated ticket updates and notifications.
Why it’s useful: Simplifies setup and ensures consistent, branded communication across automated ticket workflows.
Improved how outbound emails are generated and processed through the Send Email and Enhanced Email pipelines, reducing delays and ensuring reliable delivery of automated notifications.
Why it’s useful: Keeps ticket-related messages and workflow updates timely and dependable for both agents and customers.
Refined the Connect to Agent and Connect to Agent with Escalation pipelines for smoother routing and escalation handling. A new Timeout icon and label now appear in the Routing tab and Session Details view within the Agent Web Client to clearly indicate when a routing attempt has timed out.
Why it’s useful: Improves routing visibility and helps teams quickly identify and address sessions that did not connect successfully.
New reporting fields provide deeper insight into session performance:
Session.TotalWaitTime.MinutesSession.TotalWaitTime.SecondsSession.TotalWaitTime.TimeSpanSession.TotalWaitTime.TotalMinutesSession.TotalWaitTime.TotalSecondsWhy it’s useful: These new fields make it easier to analyze and report on average wait times, total session durations, and routing efficiency.