{
"version": "Service Cloud Release – 23 Sep 2026",
"released": "September 2026",
"product": "Service Cloud",
"summary": "This release introduces a complete overhaul of the Tickets workspace alongside dedicated Inboxes and Agent Settings in Service Cloud, empowering support teams to keep every store's support organized, efficiently track customer interactions, and make every reply personal.",
"kbArticle": "/kb/articles/2472-service-cloud-release-notes-23-sep-2026",
"groups": {
"feature": {
"summary": "Introduces Inbox Settings and Agent Settings to organize support by store and personalize agent replies",
"items": [
{
"featured": true,
"title": "Inbox Settings",
"description": "Inboxes give each store its own space for tickets, support emails, and reply settings, with assignment, SLA, and signature preferences configurable per store, and tickets viewable via inbox or across all of them. Existing Marketing & Service Cloud customers already have an inbox created by their store name, with previous tickets and support emails tagged to it."
},
{
"featured": true,
"title": "Agent Settings",
"description": "Agent Settings lets you store each agent's nickname, job title, and phone number, so signatures can pull in the right details automatically, with no manual editing on every reply."
}
]
},
"improvement": {
"summary": "A complete overhaul of the Tickets workspace with new navigation, property management, and richer conversation context",
"items": [
{
"featured": true,
"title": "Tickets Workspace Overhaul",
"description": "The Service Cloud ticketing ecosystem has been completely revamped, bringing modern navigation, flexible management tools, and rich contextual customer data together in one hub, seamlessly connected with automated and manual ticket creation."
},
{
"featured": false,
"title": "Streamlined Workspace & Navigation",
"description": "Process incoming inquiries faster with an intuitive two-pane view, custom saved views, powerful attribute filtering, and bulk action capabilities."
},
{
"featured": false,
"title": "Dynamic Property & Status Management",
"description": "Route and resolve issues effortlessly with real-time property controls, automated status updates, resolution reason tracking, and custom tags."
},
{
"featured": false,
"title": "Rich Conversations & Context",
"description": "Drive smarter, faster support with chronological activity timelines, AI chatbot summaries, flexible reply and internal note tools, and instant access to customer order details directly alongside the thread."
}
]
}
}
}
