New Monitoring on Blip Desk: screen changes and new features

Available from April 29, 2025

We are launching a new version of the Blip Desk Monitoring screen! The new feature brings visual improvements, important technical adjustments and the release of two new features that will make your experience even better.

Why are we changing?

The new monitoring was developed to ensure a more agile, consistent and intuitive experience for managing services.

All the features and information you already used are still available in the same place. The changes bring more visual organization, better use of the screen and the necessary basis for the continuous evolution of the platform, with less impact on other areas.

Furthermore, the update enables the launch of new features that make monitoring even more powerful for managers' daily lives.

What changed?

The new monitoring maintains the functionalities you already know, but presents important improvements in organization, usability and navigation.

The areas that underwent the most adjustments were the search filters, a ticket list and others conversation view sidebar. We also took advantage of the update to apply improvements to some flows, standardize visual elements and correct existing problems.

Interface changes

Filters
The filter usage journey has been revised. Now, to apply filters, you need to: 

1. Click the “Apply filters” button or the pencil icon to edit an existing filter. 

2. Select the filters you want and click “apply”.

Ticket List
We have made several improvements to the ticket list:

1. The "Tickets in service" tab has been renamed to "Assigned/In progress", while "Queued Tickets" is now called "Waiting for service".

2. The term "customer" has been replaced by "contact" across the entire screen.

3. The visual indicator of tickets without a first response now appears over the "Service Time" column, so that it is possible to display the new SLA indicators (learn more about the SLA Regras).

4. The search field by ticket number has been repositioned to the right corner of the screen, while the pagination has been moved to the end of the table.

Change in column order
To make reading more fluid and prioritization more practical, the order of the columns has been reorganized:

1. In the “Assigned/In progress”:

• Service times (such as waiting time and service time) were grouped.
  
  
• The ticket number now appears before the contact name.
  
  
• A new column has been added Actions, allowing quick interactions without leaving the list.

2. In the “Waiting for service” tab:

• The service priority is now displayed right after the status.
• The ticket number appears as the third column.
• A new Actions column has also been added.
  
  

New actions in the ticket list
In addition to transferring calls from ticket details, it is now also possible to:

1. Complete a service directly from the list.
2. Start a conversation with the attendant.
   
   

Conversation Thread Sidebar
The conversation view has been redesigned and divided into three tabs:

1. Service: displays the exchange of messages between attendant and contact.

2. Talk to attendant: allows the manager to initiate or respond to messages directly to the attendant.

3. Information: provides detailed service data.

Other changes

1. Minor adjustments to the titles and descriptions of the metrics displayed at the top of the dashboard.

2. Navigation when opening contact details in new tab.

3. Update of the Monitoring page URL (with automatic redirection).

Bug fixes

In addition to the new screen features, we took advantage of the launch to fix some known issues:

• Include the display of attendants' status in the transfer mode.
  
  

• The flaw that caused uploaded files to appear as "Unsupported Content" in the chat thread.

New features

Two new features are being launched along with the new screen:

• Saved filters: customize and reuse search filters to make it easier to track calls.
  
  
• Manager-attendant chat: send direct messages to the attendant, practically and integrated with monitoring. Find out more about the Chat between manager and attendant.