Another week, another feature to help scale your customer support. Snippets allow you to save and reuse responses that you use often. A pre-written message for closing the feedback loop with customers is now only one shortcut away. Just type ";" to select a snippet and directly create and edit snippets from within the conversation.

User feedback on the portal

We shipped another highly requested feature this week: Your users can now view the feedback they gave you through various channels on their portal.

If authenticated on the portal, they now see their feedback, including the linked linear project or issue and its importance level. Faces of your team members indicate to your users that their feedback has been seen and acknowledged.

More improvements and fixes

• AI Suggestions now also work for emails and slack messages

• Slack conversations now have a link back to the Slack conversation

• Removed a bug where projects were created 2x sometimes

• Make default status triage (if enabled) or backlog

• Display thread on people/company/project etc details

• We improved the thread list view, more on that coming soon

• Emails and Slack messages are now also visible on the people and company details

• Minor fix on the Select all button in the issue selector