The next release is on Thursday, 12/3, at 9pm PST.
With this release we made updates to Knowledge, Email, Integrations, and Customer Journeys along with a handful of updates to the core platform and bug fixes.
Here’s a quick summary of what's going live next Thursday:
Here’s a recap of some of the updates:
Previously you could only add a single list of labels to your knowledge homepage that would show up in alphabetical order. With this release we have added the ability to create multiple sections on your homepage and have a custom set of labels in each section, ordered any way you would like. This will provide additional customization flexibility for your teams.
We are releasing a major update to our email functionality, which should lead to a more streamlined email experience. Most of these changes won’t be noticeable on your average Case but the updates will ensure that your overall experience with email will be more consistent when emailing customers across various email clients.
With this update we are switching to display messages in plain text by default instead of HTML. This will make it easier and faster to read through your messages as well as create more consistency when breaking messages into historical threads. Now when you click on the ellipses (3 dots) at the bottom of an email message it will display the entire email in its original HTML format so you can view content with custom styling or components such as embedded tables. It will also expand the email to be wider when rendering HTML so you will be able to view the emails as they were meant to be seen.
We are launching our new Integration panel for Cases. This is a new UI where teams will be able to display various integrations to third party systems. These integrations can both receive and send data.
Example use cases include:
We will continue to add pre-built integrations to our integrations panel and we will also introduce a custom integration block soon where you will be able to create your own integrations.
We are also launching our integration with Seismic, a document management system. Teams that use Seismic will be able to browse, search, and share documents hosted in Seismic without leaving a Case.
We updated Customer Journeys to make it easier for you to progress a Case through Journey stages and to completion. These updates include:
We continued to make a number of performance and security updates with this release. We optimized queries and updated frontend routing in the new interface to increase the stability and speed of the overall platform. This should minimize errors seen by users.
As always, if you have any questions, please email us at firstname.lastname@example.org