Saving Your Email Drafts
At long last! Ever find yourself in the middle of writing a reply to a customer when you need to step away or handle another case (incoming phone call perhaps?) but don't want to lose what you've written?
You now have the ability to save drafts of your email replies and pick up where you left off later on.
Simply click the save icon in your email reply and a draft will be saved for you while you work. Open the case back up later, and pick up right where you left off.
Thank you to Ashleigh, Vania, Terry, and Teri for the suggestion and support. Got a great idea for a new feature? Let us know!
Color Coding Expanded
The color coding that you're now used to seeing in the sidebar of departments and reps is now expanded into the inbox, department views and rep views.
No longer do you have to wonder which cases are making an individual or department red; now you can quickly see the case by case status with the same easy to spot colors as the sidebar.
In related news, since implementing the color coding, FuseDesk customers who've focused on "getting to green" and keeping queues in the green have reduced their case resolution time by over 50%.
You may even want to consider having reps report on their inbox color status as part of their End of Day reports so there is a focus on taking care of any open cases and "getting to green."