These releases deliver targeted improvements across the Support Hub to make communication clearer, case tracking more transparent, and support interactions more efficient.
Case Creation
Case Feed and Case Replies
Reopening Cases
Case Survey/CSAT Response
Edited Case Views
Product Documentation
Chat Feature
Topic | Release Item |
Knowledge Search | Corrected an issue with saved knowledge articles to display more consistently when articles have updates. |
Case Creation | Improved new case file uploads so clients can see confirmation of attached files before submitting a case. |
Case Workflow | Updated business hour settings to account for Daylight Saving Time, helping SLA timers align more accurately with business hours. |
Case Reopen | Clarified closure and reopen messaging so clients are guided to reopen only when the original issue remains unresolved. |
Knowledge Links | Updated migrated knowledge article links so embedded references point to the correct Salesforce Support Hub article pages instead of legacy URLs. |
Case Feed | Updated Support Hub user links to prevent confusing access errors when viewers do not have profile access. |
Case Visibility | Corrected partner case sharing logic so related and parent accounts retain visibility when partner-submitted cases are assigned. |
Notifications | Reworked automated pending and closure notifications to factor in business days and holidays, so that the notifications are sent during business hours. |
Topic | Release Item |
Views | Added a default Support Hub view called All Open and Recently Closed Cases to make active and recently updated cases easier to review in one place. |
Email Notifications | Corrected an issue that could send duplicate reopened-case emails, so only one notification is sent when a case is reopened. |
Case Creation | Added the ability to include additional email addresses in CC when submitting a new case, making it easier to keep relevant contacts informed from the start. |
Case Closure | Updated closure handling so cases linked to incident workflows are reviewed before closing, helping ensure clients are notified appropriately. |
Email Deliverability | Resolved email deliverability issues to improve the reliability of Support Hub email communications. |
Case Reopen | Improved guidance for reopening a case when attempting to add comments for further assistance. |
Topic | Release Item |
Views | Refined client-facing views by correcting filters, standardizing displayed fields, and improving default sorting for easier case review. |
Surveys | Resolved CSAT survey issues so eligible case closures trigger surveys more reliably. |
Documentation | Corrected documentation search indexing so results on the final page can be selected without error. |
Case Closure | Refined client self-closure behavior to ensure proper closure methods are achieved. |
Case Workflow | Improved next-response tracking to make follow-up timing more accurate and consistent. |
Topic | Release Item |
Email Replies | Added a Reply button to email messages in the Support Hub to simplify responses from the email communication of a case. |
Chat | Improved the chat experience when no agents are available by presenting clearer messaging, collecting more useful pre-chat details, and guiding users to case creation when needed. |
Surveys | Launched client satisfaction surveys and improved CSAT tracking for client feedback and response. |
Topic | Release Item |
Comments | Improved comment formatting in the case feed, including optional text wrapping and a more consistent display. |
Email Notifications | Improved customer notification emails and reply handling to make updates clearer and follow-up actions easier to understand. |
Case Reopen | Resolved issues affecting case reopen behavior so recently closed cases can be reopened more reliably when additional assistance is needed. |
Email Replies | Resolved email reply errors that affected the clients ability to reply via email from within the Support Hub directly. |
Case Feed | Added the awaiting reply reminders to the case feed so recent follow-up notices are visible within the full case activity history. |
Case Header | Updated the compact case header to include Priority, Status, Account, and Contact for improved visibility of case details. |
Topic | Release Item |
Case Feed | Launched an enhanced case feed that brings emails and comments together in a single view for easier case tracking. |
Knowledge Search | Improved knowledge article search indexing to make relevant support content easier to find. |
Quick Responses | Introduced quick-response templates for staff to support faster, more consistent communication. |
Knowledge Links | Added persistent knowledge article links that direct to the latest published version, making shared documentation links more reliable. |
Topic | Release Item |
Email Visibility | Made email communications visible in the Support Hub so case-related email activity is displayed. |
Case Closure | Extended automated case-closure timing for cases awaiting a client response to reduce premature closure. |
Client Replies | Improved reply handling so case status updates more accurately when a client responds. |
Staff Notifications | Enhanced staff notifications for client replies to support faster follow-up. |