November 5, 2026

A Wider Ticket List, the Note Before You Approve, Videos in Tickets, and Fixes

Drag the ticket list wider to read more of each ticket, see the note and the assignee on a plan before you approve it, and play a customer's video right in the ticket.

Drag the ticket list wider#

Drag the ticket list's edge to make it up to twice as wide, so each summary shows more of what the customer wants; a double-click puts it back. The summary can also take two lines.

See the note before you approve#

When Alma waits for your approval of a plan, the card now names who the ticket will be assigned to and shows the note she'll write, with Show more for a long one. Before, the note only appeared after Approve.

Videos play in the ticket#

A video a customer sends now shows under their message with its first frame, name and length, and plays when you click it. One your browser can't play says so and keeps Download.

Fixes and improvements#

A new email you start gets its own subject, translated with the message into the customer's language, instead of “Re:” and the subject untranslated
“+” on a new email starts a copy without its recipient, so you address it again; Duplicate tab still copies everything
Hide in Mentions takes the ticket out of the list at once, not after a reload
Invite links now expire 48 hours after they're sent; resending an invite renews its link
On a computer, a ticket's top row stays on one line; what doesn't fit, like the assignee or the subject, opens from an arrow
You can get an email when a teammate mentions you in a note (Settings, Notifications; off by default)
A translation that goes wrong now stops in seconds, instead of holding up Alma's answer for minutes
Webshipper no longer refuses Alma's lookups of a customer's returns, so she sees the return
When Alma asks Shopify for an order or a product the wrong way, she's told how to find it, not that it doesn't exist
Alma finds a Shopify product by a variant's SKU or barcode
Alma's Lagersystem lookups no longer fail when she checks several things at once, and an order Lagersystem doesn't have reads as not found
The Tags page's test panel loads the newest emails again, also for organizations with many emails
Two Wilbot chats editing the same Knowledge file can no longer overwrite each other's changes
In a training simulation, a follow-up reopens the simulated ticket, as it does a real one
Wilbot can explain the PostNord Portal integration, and no longer offers the tracking guide as its setup guide

Fixes and improvements#

A new email you start gets its own subject, translated with the message into the customer's language, instead of “Re:” and the subject untranslated
“+” on a new email starts a copy without its recipient, so you address it again; Duplicate tab still copies everything
Hide in Mentions takes the ticket out of the list at once, not after a reload
Invite links now expire 48 hours after they're sent; resending an invite renews its link
On a computer, a ticket's top row stays on one line; what doesn't fit, like the assignee or the subject, opens from an arrow
You can get an email when a teammate mentions you in a note (Settings, Notifications; off by default)
A translation that goes wrong now stops in seconds, instead of holding up Alma's answer for minutes
Webshipper no longer refuses Alma's lookups of a customer's returns, so she sees the return
When Alma asks Shopify for an order or a product the wrong way, she's told how to find it, not that it doesn't exist
Alma finds a Shopify product by a variant's SKU or barcode
Alma's Lagersystem lookups no longer fail when she checks several things at once, and an order Lagersystem doesn't have reads as not found
The Tags page's test panel loads the newest emails again, also for organizations with many emails
Two Wilbot chats editing the same Knowledge file can no longer overwrite each other's changes
In a training simulation, a follow-up reopens the simulated ticket, as it does a real one
Wilbot can explain the PostNord Portal integration, and no longer offers the tracking guide as its setup guide