Clearer ticket handling and cleaner email replies
February 20, 2026
Opening an unassigned ticket no longer assigns it to you, and unread indicators more accurately reflect new customer messages. Inbound emails keep their original formatting, replies no longer pick up support subject lines, and you can start a conversation by emailing the customer first.
Summary
- Opening unassigned tickets no longer claims them
- Inbound emails keep original formatting in threads
- You can start email conversations with customers