What changed
Since mid-August 2026, the chat origin details in the Help desk conversation timeline are collapsed behind the small “conversation steps” button. The “Customer chatting from: [URL]” information used to be visible directly on its own line in the timeline; it now takes an extra click or hover to read, even though there is plenty of horizontal space available on that line.
Why this matters
Our support team relies on the chat origin URL as a first-glance signal when handling a conversation. It tells us which product, page or environment the customer is chatting from, which shapes how we triage and answer before we even read the message. Having to expand the conversation steps on every single chat adds a click to every conversation we handle, and the information is easy to forget entirely now that it is hidden by default.
What we’d like
Any of the following would solve it for us:
- Display the “Customer chatting from” URL inline on a full line in the timeline, as it was before.
- Or add a setting to keep the conversation steps expanded by default in Help desk.
- Or, at minimum, surface the origin URL as a ticket property so it can be added to a view, card or filter.
Truncating the middle of long URLs would be perfectly acceptable — the key point is that the origin is readable without an extra interaction.
If your team also depends on the chat origin URL, please upvote so Product can gauge the impact.