Fresh off the press.

Put a ticket on hold until the carrier scans the parcel again. The ticket reopens by itself with the new scan in an internal note.

• New “Until carrier update” option in the snooze menu for tickets with a tracked order.
• Stuck shipment watch can now open the trace for you, not just the ticket.
• On-hold tickets show the reason they're waiting in the inbox list.

Search macros by title or body, preview the filled-in reply before inserting it, and see which actions it will run.

• Type “/” in the composer to open the picker.
• Placeholders are filled from the ticket's order and customer before you insert.
• Most-used macros for the ticket's group are listed first.

See when tickets arrive by weekday and hour, averaged over four weeks, to plan shifts and chat capacity.

• Filter by channel or group.
• Export the grid as CSV for your scheduling tool.
• Hover a cell for the average and the busiest day behind it.

When Pip passes a chat to a person, it now writes a two-line summary and lists the articles it already sent.

• Summaries appear as an internal note at the top of the chat.
• Agents can rate a hand-off, which trains Pip's next suggestions.
• Visitors see who joined and when.

Reply targets now pause on the holidays you set in business hours, not just on weekends.

• Fixed: a ticket created the evening before a holiday could show as breached the next morning.
• Fixed: the SLA badge sometimes showed “in 0 min” for a paused ticket.
• Holidays can be imported from a calendar file.

Pick an accent and your help center, chat widget and survey emails follow it, with contrast checked for you.

• Five accent presets plus a custom color with a contrast check.
• Dark mode for the help center, following the visitor's system setting.
• Category icons are now editable.

Every ticket, order, survey answer and chat for a customer on one timeline, newest first.

• Lifetime value and order count at the top of the profile.
• Merge two customer records from the timeline.
• Jump from an order to every ticket that mentions it.