If you are using the Customer Service Ticketing feature inside your business, now your customer service representatives have access to more granular control around when they receive customer cases. Previously a customer service rep would either be available or not available to receive customer cases. However now, a customer service rep can make themselves unavailable but still receive replies to existing cases assigned to them. This is useful in the case of a manager who may handle escalated cases and wants to continue to receive further communication on that case, but does not wish to receive new customer cases.