You know what they say: Always. Be. Shipping. Here are some highlights of the new features, bug fixes, and improvements we’ve shipped recently.
New Features
Reply Toolbar with Attachment Support
No longer do you have to scroll and squint to try and find the tiny canned reply icon when responding to a ticket. Now there is a nice big toolbar on the reply form to insert a canned reply, and it also has a new attachment icon (gasp).
Tapping this allows you to take a new photo or video, select an existing one from your photo library, and you can even choose files from Dropbox or Google Drive.
Forward Tickets from Groove
Need to loop someone else into the conversation? No problem! Just tap the icon next to each message with the three vertical dots and this opens up a menu where you can select to forward the ticket. Then you can search for a contact or type out the email address where you want to forward.
Just like on the desktop app, forwarded messages are shown with a green background.
What’s really cool is now you have the ability to forward specific messages from the ticket conversation, rather than the entire thread. Three cheers for saving your time and your eyeballs from unnecessary text.
Crushing Bugs
Folder Count Issues
We’ve fixed a number of bugs with the backend API, which helps folder counts on both mobile and desktop. There are still a few edge cases that we plan to squash over the next couple of weeks.
Opening Unread Tickets
This was a nasty little bug that caused unread tickets to jump to the top of your ticket list after they were read. Now they stay right where they should.
Assignee Menu Alphabetized by Username
This bug was specific to accounts using permission settings on their mailboxes. With this fix, usernames are sorted alphabetically when selecting from the assignee list.
Using Current Mailbox on New Tickets
No more sending new tickets from the wrong mailbox by mistake. Woohoo!
Truncating Long Customer Names and Emails
Long names and email addresses used to be a tad unwieldy, but now they are truncated to help keep things nice and tidy.
Satisfaction Ratings Fixes
Ratings were not being matched up to the correct reply in the ticket thread, and ratings were also being inserted twice in the UI. Well, not anymore!
Various Mobile Polish
Wax on, wax off. We continue to polish up the mobile UI to make it a smooth experience all around. Some of our recent updates include:
- Better design for merged tickets
- Attachments for notes on the ticket page
- Tickets don’t scroll all the way to the bottom when there is only a single message
- Redesigned customer satisfaction ratings on the ticket page
We’re so grateful for our customers and the excellent feedback we receive every day. If you have something you’d like to share with us, please feel free to reach out at any time.
We look forward to hearing from you!
