Granular request statuses and flagging via emoji

Service Desk

New request statuses — split the “Open” status into four sub-statuses so you can see at a glance what needs attention vs. what's blocked: Escalated but not yet assigned, Assigned, Waiting for submitter, Waiting for third party. First Response and Resolution SLA timers pause automatically while a request is Waiting for submitter.

Platform

Yes/No survey for Kin-handled requests — Kin now asks employees “Did I answer your question?” after answering, giving data on how employees perceive Kin's response quality. “No” answers are flagged in the training center for review.

Flag conversations via emoji reaction — react to any message with a ⚠ emoji to flag it for review. Flagged conversations and reasons are logged in Training Center.

Slack app reinstall button — added a one-click reinstall button in org settings for when Kinfolk releases Slack app updates requiring new scopes.