New ticket card design
We’ve updated the ticket card design — the new version can be enabled upon request via support@usedesk.com
Contents
- Design
- Auto-save changes
- Ticket events
- Favorite messages
- Message order
- Collapsing the input field
- Additional menu
- Moving custom fields
- Duplicating the tags field
- Popular tags
- Rearranging blocks
- Viewing all client tickets
- New collision detector
- Channel switching
- Dynamic SLA
- Client files
- Linked tickets
- AI features
- Unavailable features
Design
What the default ticket view looks like:
What the ticket view looks like in the new design:
With updated icons, fonts, and colors, working with the ticket is now more intuitive.
Auto-save changes
All changes in the ticket are now saved automatically — the page no longer reloads after each action or when a new message is received.
Ticket events
You can now view events within a ticket — the ticket view includes three tabs:
- All — shows messages and comments
- Comments — shows only comments
- Changes history — includes all events: messages, comments, and system notifications
New messages and comments in the All and Comments tabs load automatically without refreshing the page.
Favorite messages
You can now mark any message as a favorite — all favorites are displayed in a separate tab for quick access.
Message order
Messages are now displayed in a more familiar order: new messages appear at the bottom, making conversations easier to follow.
Collapsing the input field
The message input field can now be collapsed so it doesn’t interfere with viewing the conversation.
Additional menu
Added a button to expand the additional menu — when opened, custom fields and tags are automatically moved there.
Moving custom fields
Custom fields have been moved to the right-side menu — they no longer clutter the interface.
Duplicating the tags field
The tags field is now also available in the right-side menu, so you can use it in whichever way is more convenient.
Popular tags
Clicking the tag input field now shows the top 20 most popular tags, making it easier to select the right ones.
Rearranging blocks
Data blocks can now be rearranged and customized — there is no longer a fixed layout.
Viewing all client tickets
You can now view all client tickets directly in the ticket view. Clicking Show more loads the next 5 tickets without opening the client profile.
New collision detector
The collision detector (notifications that someone else is viewing the ticket) is now styled like Google Docs — agent avatars or initials appear in the top bar next to the Create button, and hovering over them shows more details.
Channel switching
You can now switch the channel by clicking the channel name in the top-right corner of the message editor.
Dynamic SLA
A dynamic SLA badge is now available in the ticket view — hover over it to see detailed information about response and resolution times, and to change the SLA policy. When viewing the ticket history, the badge is hidden to avoid distracting the agent.
Client files
All files ever sent by the client are displayed in the Client files section.
Linked tickets
Using the Linked tickets section, you can link a ticket to any other ticket by ID — this is useful if a client contacts you about the same issue from a different email, or when multiple clients report the same issue.
You can copy any ticket ID from the browser address bar while viewing that ticket.
AI features
Additional features available on the Expert + AI plan:
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Agent response quality evaluation — both manual and AI-powered
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AI assistant for rewriting text in a specific style, translation, and error checking
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AI Summarize that analyzes the ticket and provides a concise overview of key information
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AI suggestion — helps agents quickly generate a response directly in the ticket view.
Unavailable features
The following features are not yet available in the new design:
— Help center search
— Button for inserting variables into the reply field