2026-07-09

🎫 Service Desk: Sharper Triage & Ticket Management

This release builds out the day-to-day of running support — making it faster to see what's urgent, prioritize it, and keep your queue clean.

⭐ Customer Importance

Tickets now carry a Customer Importance — a quick triage signal separate from priority, with three levels: Critical, Important, and Nice to have. Set it on a ticket as you triage, or select several in the Inbox and set them in bulk. Importance isn't just a label — you can sort and filter on it, and match SLA policies against it, so it feeds straight into how tickets surface and how their deadlines are set.

📊 New Triage Columns

Four service-desk columns bring a ticket's urgency right into your item tables, and every one is sortable:

• Customer Importance — Critical / Important / Nice to have.
• Customer Rank — the manual order a customer's tickets are ranked in.
• SLA Due — when the SLA deadline falls, so the closest-to-breaching work rises to the top.
• First Response — when the ticket first got a public reply.

Sorting by SLA Due is the quickest way to build a "what's about to breach" queue; sorting by Customer Importance or Customer Rank puts your highest-value work first. Add any of them from the column picker.

🔎 New Filters

The filter bar (and the advanced condition-builder) gains two support dimensions on top of Requester, Company, and Channel:

• Customer Importance — narrow to just Critical work, for example.
• SLA status — slice by where tickets stand against their SLA.

Combine them into precise, saveable views like "open, Critical tickets from Acme, unassigned, raised this week."

🔗 Merge Duplicate Tickets

When the same issue arrives twice — an email plus a form, or two people reporting one outage — open the ticket menu and choose Merge, then pick which ticket survives. The duplicate's conversation and history fold onto the survivor, leaving one clean thread instead of scattered fragments.

🧩 Ticket Context Everywhere

Service-desk information now travels with tickets beyond the ticket view — a requester subtitle and an SLA chip on board cards, and ticket fields in global search, CSV export, and the archive. Exports also respect your ticket filters, so a filtered queue exports exactly what you're looking at.

🏢 Companies Gather Existing Requesters

When you create a company with an email domain, any requesters you've already been talking to on that domain are linked to it right away — so standing up a company retroactively pulls in the customers you already have, not just future ones.

📚 Learn more: Working a Ticket and Finding & Filtering Tickets in the Service Desk docs.