What is it?

With this update, the help desk reply editor will stay on the tab that the user selects as they navigate between tickets, saving time and clicks.

Why does it matter?

Speed is a crucial part of any support rep's workflow, and it's important that their tools are responsive and intuitive. Needing to manually click back to the Notes tab every time they pull up a new ticket is frustrating and time-consuming. This update saves support teams precious seconds, removing a click by persisting the user's tab selection within the reply editor of help desk.

For reps who prefer to always start a ticket by leaving a Note, with this update they now just need to select the Note tab once, and every new ticket they navigate to will show the Notes tab instead of the reply editor.

How does it work?

If a rep selects the Note tab in help desk, the reply editor will stay on the Notes tab and not revert back to the composer. Similarly if they select the composer, they will stay on the composer tab (until they switch over to a note).

Who gets it?

Professional Customer Platform, Enterprise Customer Platform, Service Hub Professional, Service Hub Enterprise