Mark Case Communication as Unread

Margarita Perez on October 10, 2026

New

Mark Case Communication as Unread

System Update · October 08, 2026

You can now mark communication in a case’s Log as unread, as long as it includes an incoming email or text message.

The Logs section of a case's Communication tab, with a 'Mark as unread' button next to the Logs heading. The most recent entry is 'Text response received.'
The “Mark as unread” button appears next to the Logs heading.

How it works

Where to find it

Go to a case’s Communication tab and open Log.

Click Mark as unread next to the Logs heading. The button is available whenever there’s an incoming email or text message.

Why it matters

If you read a message but can’t deal with it right away, you can mark it as unread so it doesn’t slip through the cracks.

It also helps if you open a communication by accident. Reading an email or text removes the blue dot on the case. Marking it as unread restores the blue dot, so the person assigned to the case knows there’s a communication that still needs attention.

See it in action

  1. Open a case that has an incoming email or text message.
  2. Go to the Communication tab and open Log.
  3. Click Mark as unread next to the Logs heading.

Archived Cases Can Now Reopen Themselves

Margarita Perez on October 10, 2026

New

Archived Cases Can Now Reopen Themselves

System Update · October 03, 2026

A new email or text on an archived case can now move it back to the active case list automatically. Each organization decides whether to use it.

Edit Details screen in Org Settings showing the 'Reopen Archived Cases on New Communication' toggle, with descriptions of the Enabled and Disabled behavior.
The “Reopen Archived Cases on New Communication” setting in Org Settings.

How it works

Before

An incoming email on an archived case notified the org owner and appeared in the Communication tab with a blue dot, but the case stayed archived.

An incoming text didn’t appear on the case at all. It showed only on the Message Screen.

Now

A new email or text on an archived case automatically reopens it, restores its previous Case Type and Status, and moves it back to the active case list.

The blue dot and conversation log work the same as before. Organizations can turn this off in Org Settings.

Why it matters

When a contact reaches back out, their message no longer gets lost in an archived case. Organizations that prefer the previous behavior can opt out.

See it in action

  1. In Org Settings, find “Reopen Archived Cases on New Communication” and turn the toggle on or off.
  2. With the setting enabled, a new email or text from an archived case’s contact reopens the case and moves it to the active list.
  3. With the setting disabled, new communication leaves the case archived.