Updates and improvements in the new design: “Take chat” button and more
Usedesk has released a series of small updates focused on usability and improving everyday workflows.
Important: these updates are available only in the new design — the new version can be enabled upon request via support@usedesk.com
Read more about the new design and how it differs from the old one in the following articles: new ticket list design, new ticket card design, new chat design.
Long saved filters
It is now easier to work with filters: the display area for saved filter names has been expanded so that long names are no longer truncated.
Quote update
In email channels, you can now manually refresh quoted previous messages. This is useful when new emails arrive while you are composing a reply.
Image preview carousel
Image handling has been improved: the preview window now includes a carousel, allowing you to browse all images from a single message without leaving preview mode.
“Take chat” button
A “Take chat” button is now available in the operator interface for faster assignment of conversations.
When clicked, the system:
- assigns the oldest unassigned chat or a group-assigned chat to the current user;
- opens the chat view.
More details about working with chats are available in the article.
Changing customer email via channel switch
The channel switching logic has been improved: when using the “Switch to Mail Channel” button, you can now not only change the ticket channel but also update the customer email used for replies — even if the channel itself remains the same.
Mobile display improvements
Tickets list, ticket view, and chats are now properly displayed in mobile browsers in the new design.
Right panel width adjustment
You can now manually adjust the width of the right-side panel in both ticket view and chat interface.
Reply behavior improvement
Double-clicking message text now only selects it. The Reply action is activated only when clicking outside the text. In addition, when using Reply, the cursor now automatically appears in the input field, reducing unnecessary clicks and speeding up chat handling.
Assignee and status selection on forwarding
New controls for selecting assignee and status have been added to the forwarding window, making ticket routing simpler and faster.
