However, in some situations you may need to refer to the notes rather than the answers. For instance, this is relevant for cases of the "Calls" channel, as there are no answers, or when the case is handled by so called light agents — staff with a view-only access level who cannot send responses to customers and only leave comments for their colleagues.
Previously it was impossible to quickly understand when a note was added to a case, which meant that agents for whom this setting was important had to open every case.
We are pleased to announce that we have made a number of improvements that will make life a lot easier for those whose work is tied to notes.
1. New filters, columns and sorting in the all cases list
Cases got new values — "note" and "message" (response or note).
Now you can add a column "message" and choose to sort by time since last message (in descending order) so that at the top of the list are the cases that have no replies or notes for the longest time. Or you can set a filter by the time of the last note to see in which cases agents have left notes during the desired period.
2. Tracking content and time since the note was added
Whereas previously it was only possible to follow responses in cases through the rules, similar conditions have now appeared for notes:
"Last note's content" (in the rules for updated and existing cases);
"Hours since last note" (in the rules for existing cases).
Let's take a look at a couple of examples where these conditions might come in handy.
a) Transfer the case to another department when the accountant confirms that funds have been received:
b) Remind the agent to call the customer again when more than 1 hour has passed since the agent failed to reach the customer:
