We’ve completely redesigned the thread page – the main view support agents work in all day – with a focus on clarity and usability.

Messages between customers and agents are now more visually prominent, making it easier to scan the conversation at a glance. Status, label, priority and other non-message updates have been unified and visually toned down to reduce noise, along with consistent copy across update types.

This update also improves how the thread view scales on mobile. Line wrapping issues have been fixed, making it much easier to read and work with threads on smaller screens.

There are no changes to functionality, but the visual changes should make daily support work smoother and faster. This update is live now – just head to any thread to see the new design in action.