This release reworks the surfaces you spend most of the day in: the conversation lists, the inbox home, and the sidebar. No new setup, just a tidier place to work.
One row shape everywhere
The threads page, the thread sidebar, the inbox home, and a ticket's related conversation all shared the same information but drew it differently. They now use one three-line row: the customer and status on top, the title and tags in the middle, and the latest summary with the channel and a relative time underneath. Hover the time to see the absolute date. Relative times are formatted in your workspace language, plural forms included.
Empty lists got a proper empty state too. Clear your queue and you'll see "Inbox zero" rather than a blank pane; when filters are hiding everything, it tells you that instead.
Changes show up instantly
Change a thread's status, assignee, or tags on its page and every list that thread appears in updates in the same moment, no refetch and no stale row in the sidebar. If the change fails on the server, the lists roll back on their own.
The inbox archive syncs across devices
Archiving an inbox item used to be remembered only on the device where you did it. It's now stored per member in your workspace, so an item you archive on your laptop is gone on your phone as well. Archive and undo are instant, and anything you archived on this device before the update is carried over automatically.
Archived items aren't hidden forever. If the thread or ticket gets new activity after you archived it, it comes back to your inbox so nothing slips past you.
A sidebar you can read at a glance
Fifteen items in three loose groups became a short, predictable list: Search, Home, Conversations, Tickets, Customers, and Workspace, with Settings at the bottom for admins. SLA, ticket workflows, procedures, and AI settings live under Settings now, and Tenants and Projects only appear once your workspace actually has some. "Threads" has been renamed "Conversations"; links to it still work.
Saved views, right where you need them
Saved views now sit directly under Tickets, Conversations, Clients, Companies, and Tenants in the sidebar. Each entry shows up to six views with a "more" link beyond that, remembers whether you left it expanded, opens itself when you navigate into one of its views, and highlights the view you're on. Views for tables restore their column setup as well as their filters, and every view has a stable link you can share with a teammate. Conversations get saved views for the first time.
Wide tables scroll properly
Tables with many columns no longer show a stray browser scrollbar from a miscounted width. When a table overflows, a thin horizontal scrollbar pins to the bottom of the window and stays reachable however far down you've scrolled. Infinite scrolling also loads the next page earlier, so you're less likely to hit the bottom and wait.
Everything here is live for all workspaces.