Reporting Insights, Right Down to the Conversation

A collection of practical improvements to make reporting more actionable, speed up everyday inbox work, and keep SLA tracking accurate.

Jump from reports to the conversations behind them

Report charts are now clickable. When a metric stands out, click it to see the conversations and messages contributing to it, with direct links to each thread.

Instead of guessing what is driving a number, you can inspect the underlying cases in just a few clicks.

Everyday inbox time-savers

• View every image, file, and attachment a customer has shared, all in one place on their profile.
• Reorder folders, teams, channels, and labels in the sidebar to match the way you work.
• Sort conversations by unread to bring threads waiting for a response to the top.
• Search for labels directly from the right-click menu, making long label lists easier to navigate.
• Add a custom icon or emoji to each team so they are easier to identify in the sidebar and assignment menus.
• A more guided setup experience makes it easier for new team members to connect their first inbox.
• Exclude older conversations from automatic assignment using a cutoff of your choice.

SLAs that reflect how you actually work

• SLA timers now account for business hours, so teams are not marked late while the business is closed.
• Blocked contacts are now handled correctly in SLA calculations.
• Reopen-rate reports are now faster and more consistent.