Drag-and-drop widgets
Widgets can now be moved by dragging them to a new position on the dashboard. This replaces the previous click-and-drop method and fixes the drop-zone issues that have plagued the previous functionality.

Resize movement
Each widget has an arrows icon in the lower-right corner. Drag it toward the upper-left or lower-right to change the widget’s size. The size can still be adjusted in the edit modal.

These changes make arranging and resizing widgets more straightforward and reduces the time needed to edit dashboards.

Favoriting Dashboards

• From the dashboards table, click the heart icon in the actions menu of any dashboard row to mark it as a favorite. Favorited dashboards appear in a separate list at the top of the page.

Account Member Management

• In the account members settings section, a new search bar lets admins quickly locate members and adjust permissions.

Editable Column Headers

• Users with Edit Dashboard permission can rename any table column header (including drill‑down tables) to match internal terminology and reduce column width.

New Metrics & Components

• Donut Chart: Tickets Created by Static Attribute – groups tickets by any static attribute within the selected date range.
• Quick Stat: Sunshine Agent Chats Open – optional setting to count only chats waiting on an agent reply longer than X seconds.

• Agents Table – Live Sunshine Metrics (open chats only):

  • Open Longest Duration
  • Open Agent Message Count
  • Open Avg Agent Reply Time
  • Open Longest First Touch Time After Assignment

• Agents Table – Historical Sunshine Metrics:

  • Avg First Touch Time After Assignment
  • Median First Touch Time After Assignment

Zendesk User Field Sync - Agent Custom Field Filtering

• When enabled, agent objects now include Zendesk user‑field values, unlocking agent custom field filtering. Reach out if you’d like this enabled for your account.

Google SAML Integration

• Support for custom SAML login pages and role‑based enforcement. Reach out if you’d like this enabled for your account.

Live Conversation Stream

• For accounts with Sunshine Conversations and users granted conversation access, the ticket details page now streams live chat activity with no refresh required.

We’re introducing three new metrics that let you see exactly how long tickets have been sitting in each status live. 

1. Outstanding tickets live durations by status shows the average amount of time that a set of tickets have spent in a selected status.
2. Outstanding tickets longest duration by status identifies a single ticket that has been in a chosen status the longest, helping you spot items that may need immediate attention.
3. Outstanding tickets total duration by status adds up the time a set of tickets have spent in a given status, giving you a clear measure of overall backlog effort.

Each metric can be filtered and reflects a point‑in‑time view of tickets currently in those statuses. Use these insights to monitor queue length, predict wait‑time trends, and proactively escalate tickets that have been open too long.

As part of our commitment to security and compliance, we are introducing expiring sessions for all user accounts. Here’s what you need to know:

Effective Immediately
• All existing sessions will be expired, and you will be prompted to log in again upon your next visit.

Default Session Duration
• Sessions will automatically expire after 31 days of inactivity.

Customization Available
• If you would like a shorter or longer session expiration period for your account, please reach out to the Qvasa team.

If you have any questions or need assistance, please reach or creating a ticket on qvasa.zendesk.com

We’re introducing new Drill-In Capabilities and Tickets Table Column Sets in Qvasa to make ticket analysis faster and more efficient.

New Drill-In Features
The Drill-in experience has been improved. The inspect tickets lightbox now has the following features:

• Select and order desired table columns
• Open an inspect lightbox to explore up to 500 tickets at a time without pagination
• Sort columns directly in the inspect lightbox
• Download sorted CSV from the lightbox

Prebuilt Column Sets
Admins can now pre-configure ticket table column sets to streamline analysis. Column sets can be:

• Created and managed on the Tickets Table Configurations page.
• Applied at the account level, dashboard level, or individual widget level
• Add ticket attributes as tickets table columns
• Add all AI workflow based attributes as tickets table columns

These updates provide faster insights, easier data exploration, and more flexibility when digging into underlying ticket data.

For more information refer to these knowledge base articles: Ticket-and-Agent-Drill-in-Capabilities-with-Configurable-Column-Sets and Configurable-Ticket-Table-Column-Sets.

We've made it easier to find what you are looking for in Qvasa settings. The settings page has been reorganized into clearly labeled sections, making navigation more intuitive. Plus, we've added a search bar at the top, so you can quickly locate the exact setting you need without scrolling.

We’re introducing Inferred CSAT, an AI workflow that automatically analyzes 100% of support tickets upon closure to estimate how customers might have rated their satisfaction with the service they received. This feature provides a new way to measure customer sentiment without relying on surveys.

How Inferred CSAT Works

The workflow reviews support interactions and determines the likely customer satisfaction level based on the following categories:

1. Satisfied
   The customer’s needs were met, and they appear content with the resolution.
2. Neutral
   The customer was indifferent or their satisfaction is unclear.
3. Dissatisfied
   The customer’s needs were not met, and they seem unhappy with the resolution.
4. Unknown
   There isn’t enough conversation data to assess satisfaction. This ensures accuracy by preventing guesses.

Measuring Inferred CSAT

Inferred CSAT calculates satisfaction as:
Satisfied / (Dissatisfied + Satisfied)

Addressing Dissatisfaction

When a ticket is categorized as Dissatisfied, the workflow runs an additional AI process to identify reasons for the dissatisfaction. These reasons are grouped and tracked over time, enabling organizations to visualize trends and address recurring issues.

Key Benefits

• Comprehensive Coverage: Measure customer satisfaction on every ticket.
• Actionable Insights: Understand what’s causing dissatisfaction and use those insights to improve service.
• Accurate Data: Ensure reliability by categorizing unclear cases as Unknown, avoiding speculative results.

Inferred CSAT helps businesses better understand and improve customer satisfaction by providing detailed, actionable data on every ticket. Contact us to learn more and activate this workflow in your system.

We're thrilled to introduce the Product Contact Reasons workflow—a powerful AI-driven workflow designed to save you time and deliver organized actionable insights without needing to read support conversations. Whether you're:

• Sharing top product issues with your product team,
• Optimizing your bot or knowledge base by identifying common areas of customer confusion, or
• Streamlining workflows by addressing repetitive agent interventions,

this workflow cuts through the noise to surface the information you need, tailored to your unique goals.

How It Works

The Product Contact Reasons workflow uses AI to analyze ticket conversations upon closure, automatically categorizing them into one of four key categories:

1. Product Deficiencies
   Pinpoint bugs or product limitations that require escalation or prioritization. Use these insights to guide fixes and feature improvements.
2. Product Confusions
   Highlight instances where customers needed additional documentation or support. Empower your team to enhance self-service options and improve customer education.
3. Agent Interventions
   Identify cases where agents performed actions unavailable to customers. Discover opportunities to automate repetitive tasks and optimize workflows.
4. Uncategorized
   Tickets that do not fit into the other categories.

After categorization, the workflow activates a generative AI process to uncover specific details about the underlying issue—whether it's a deficiency, confusion, or intervention. Qvasa's generative workflows can reuse existing tags or create new ones, surfacing novel trends and insights from ticket content.

Why It Matters

This out-of-the-box workflow transforms raw support data into meaningful analytics, empowering you to:

• Share targeted, actionable reports with different teams.
• Identify and address trends before they become widespread issues.
• Save time by automating the categorization and tagging process.

Getting Started

To maximize accuracy, users can seed the system with known deficiencies, confusions, and interventions. Over time, this makes the AI smarter, delivering even greater value to your analytics.

Please contact the Qvasa team if you are interested in enabling this feature for your account.

We released two new metrics. 'Zendesk agent ticket message count' quick stat and basic chart. These show the total count of messages sent by agents. Both the quick stat and the basic chart can be filtered by the agent object to get the specific number of messages sent by an agent.