As we’ve added more features to your sidebar – like thread links, recent threads, and discussions – it’s become a bit cluttered and hard to focus on the information you need. For this reason, we’re launching a redesigned sidebar, so you have more control over the information you see in each thread. 

You’ll notice a new toggle that allows you to switch between thread details and customer cards. A big piece of feedback we received that informed this redesign is that customer cards are shown too far down the sidebar. Now you can simply toggle between the two views – either by clicking on the view you want, or using CMD+1, CMD+2 keyboard shortcuts.

What each toggle contains: 

Thread details

The thread details view will show you all the information you’re used to. See who the customer is, the company they belong to, associated tiers, SLAs, and labels. You can also start discussions with your team, and link threads to Linear, Jira, or other threads as you’ve always done. 

Customer cards

Customer cards are a really powerful feature that allow you to show information from your own systems directly inside your support requests. With this update, you can view them when you need to get more context on how the customer is using your product to help you troubleshoot their issues. Keep important information at your fingertips, without having to switch between endless tabs.