We've received a lot of feedback about the update event.
Every time something changes inside a case, we update it in the case list. For example when a label changes, the updated time changes.
As a customer you relied on the update time to be change on new messages only. This is helpful when you want to sort old to new to resolve the oldest cases first.
To fix it, we've changed it so that new messages only change the update time.
This way you can continue to rely on sorting so that you can help the oldest customer first.
The Pending state is no longer in the default filter.
If a case is in pending, a new message from the customer will automatically change it to Open state. So you will never miss a message while keeping your inbox clean.
Thanks for reading and don't forget to share your feedback!