Many thanks to you all for testing the new Service Desk rapidly. We are paying close attention and making adjustments and improvements quickly. Please find below all the improvements made in the last several days:
Sometimes a ticket lands on the wrong channel address. A new Channel pane on the item drawer lets you move a ticket to a different channel address after the fact — cascading that channel's configured defaults (workstream, assignee, and watcher-team members) onto the item, without clobbering any value the target channel doesn't specify.
Submitting a request through the form has always sent a "we received your request" confirmation. That same acknowledgment now also fires the first time a brand-new ticket is created by emailing your support channel directly — so a customer gets confirmation no matter how their ticket started.
A new opt-in notification type is available under Settings → Notifications, so requesters and watchers can choose to be alerted whenever a ticket they care about is reassigned to a different channel.
Opting into channel-reassignment alerts previously did nothing — no notification was ever generated when a ticket's channel changed. This is now fixed, so opted-in customers and watchers reliably hear about it.
A channel reassignment showing up in your activity log could render blank or malformed in the outbound notification email. It now displays correctly.
Two follow-up fixes to the channel-reassignment cascade, found during rapid testing: