We’ve just released a ton of new features, enhancements and small fixes for Groove today! Lots coming up over the next 1-2 months :) Enjoy and Happy Holidays!!

• New feature: Keyboard shortcuts
• New feature: Made all emails plain. The ‘Please REPLY ABOVE this line’ is no more. 
• New feature: Option to automatically create @mentions for Twitter into tickets or to convert them to tickets once agents reply.
• New feature: Added Priority (Low, Med, High) field for tickets.
• New feature: Real-time updates for multiple agents replying to the same ticket.
• New feature: Contact us form for the Knowledge Base.
• New feature: For canned replies, you can now use meta information like the customers name to be automatically inserted in the reply.
• Enhancement: Agents can now configure email templates to use the ‘mailbox’ name as a variable.
• Enhancement: Pinned articles for the Knowledge Base.
• Enhancement: Added ‘Attach a file’, ‘Status’ and ‘Labels’ when creating private notes.
• Enhancement: Made the right side fixed for the tickets page when scrolling. 
• Enhancement: Now Include subject line of email in your mailbox list view.
• Enhancement: Agents can now optionally receive email notifications for all replies that are rated (Awesome, OK, Not good).
• Bug fix: Cleaned up the UI design for searching chats and tickets.
• Bug fix: Close and reply button now updating the status of the ticket if you just click on ‘Close and Reply’ without adding a reply. 
• Bug fix: Fixed padding issue for the help widget.
• Bug fix: Twitter headshots now coming in for all replies in a ticket.
• Bug fix: Fixed issue with deleting headshots.
• Bug fix: Now showing pagination links in the people view.

What’s coming up?

A ton of backend automation stuff :) Rules, Macros, Custom Filters, Groups etc.