We’ve added more features to elevate your Atlas experience with these awesome multi-party ticket improvements! Dive into the new features that will make your support workflow smoother and more efficient.

Update To and CC fields in the composer

Gone are the days of rigid ticket-level email fields. You can now update the To and CC fields in the composer when you’re in an email ticket, rather than needing to set these at the ticket level. This allows you to adjust these on a per message basis.

Switch customer on forwarded emails

Sometimes your customers send a member of your team a direct email rather than sending it to support. It’s great that they feel the personal connection, but can also pose an administrative challenge when you’re trying to keep up with solving their ticket. You can now forward their email to your support email address and then switch the customer to the appropriate customer in Atlas. Just click on the “…” in the ticket header and select “Switch customer” to move the ticket to a new customer. Et viola: problem solved.

Edit and delete internal notes

It took Twitter (or X) 17 years to release their Edit Tweet feature. By popular demand, we’ve gone ahead and released it 15 years early. You can now edit internal notes (or delete them) in case you need to revise messages to your team or clear embarrassing or incorrect comments altogether.