When your team helps customers, having a complete view of their history with your brand is essential to delivering exceptional, personalized experiences. But if key details are hard to find, agents may struggle to get the context they need while still responding quickly.

That’s why we’re making it easier than ever to access important customer details—all in one place.

Explore the latest updates to our Customer Timeline, plus a sneak peek at what’s coming next to give you an even more complete, 360-degree view of your customers.

What’s new in the Customer Timeline?

💬 See total ticket count in the sidebar

The ticket view already gave you a link to the Customer Timeline, but it wasn’t clear what the number meant. Now, agents can now see the number of open and total conversations the customer has with your brand, without needing to hover or click.

💡 Key information available at a glance.

Once you open the Customer Timeline, you need the most important information available, without having to dig around.

• Channel, status, team assignment, and ticket ID are now more visible.

• Ticket Fields are also listed, helping you understand the main contact reason and outcome at a glance.

⬆️ A more useful sorting order, with sorting options.

First, the newest response now appears at the top (instead of the oldest). The most common reason to open the Timeline is to understand the most recent interaction. However,

🔍 New filters to speed up search – Find the right tickets faster with filters for date and ticket status.

Why it matters

These updates help your team stay customer-focused while working efficiently. You can deliver standout experiences that keep customers coming back—without slowing down response times.

• Avoid duplicate work: If a customer has multiple open tickets, agents can easily see the full history and prevent conflicting responses.

• Handle escalations more effectively: Clearer ticket statuses and assignment details help managers step in sooner and understand the situation when urgent issues arise.

• Resolve repeat issues faster: Agents can quickly access past conversations and key ticket details without searching through old messages, allowing them to provide more accurate answers.

What’s next for the customer timeline

These updates are just one way we’re empowering you to be more customer-centric. Looking ahead, our roadmap includes:

• Adding 3rd-party events (like new orders or reviews) to the Customer Timeline

• Summarizing each conversation to understand key context even faster

• Completely revamping the customer profile to give you 360° customer understanding

Let us know which features you find most valuable by upvoting them! We’d also love your feedback on these Customer Timeline updates and what improvements you’d like to see next.