11 ZippyAssist Features You Might Have Missed

We're constantly improving ZippyAssist. New features, refinements, performance improvements, smarter UI details — a lot of it happens quietly in the background. And a lot of it happens because our users ask for it.

Not every suggestion makes it onto the roadmap, but when an idea would make the platform better for operators broadly, we take it seriously. The features below are a mix of significant additions and smaller quality-of-life improvements that have landed in ZippyAssist over the last 12 months — or that have been there a while and tend to fly under the radar.

We put together a short video walking through all 11 — watch it here, or read on for the full breakdown.

1. Notifications

ZippyAssist's notification system has been rebuilt from the ground up to be far more flexible and useful.

You can now choose exactly which events trigger a notification — so you're only hearing about the things that matter to you, not everything that moves through the system. You can also choose how you receive those alerts: SMS, email, or both, depending on what works best for how you operate.

A new Notifications menu lives in your dashboard sidebar (look for the alert icon at the top), and your full notification preferences are managed from the Notifications tab in your user settings. There's also a couple of toggles to turn notifications off temporarily — handy when you're on leave or handing off to a colleague who's on-call.

2. Daily Summary Email

If you want a quick, reliable pulse-check on your customer support activity without having to log into the dashboard first thing, the Daily Summary Email is worth switching on.

When subscribed, you'll receive a summary of the previous day's ZippyAssist activity in your inbox each morning — help requests received, statuses, and a snapshot of what came in overnight. It's a low-effort way to stay on top of what's happening across your locations before the day gets away from you.

You can subscribe in your Notification Settings.

3. Help Request Assigning

If you're running a team, this one changes how you coordinate support work.

You can now assign individual help requests to specific team members directly from the ZippyAssist dashboard. Once assigned, that person is notified so nothing falls through the cracks. It removes the ambiguity of who's handling what, and makes it much easier to distribute work across your team based on who's available or best suited to deal with a particular request.

To assign a request, click the Assigned column on the relevant row and choose from the list of eligible users. If you don't see the Assigned column, use the Columns menu at the bottom of the table to make it visible — it's hidden by default.

4. User Tagging in Notes

Sometimes a help request needs a second set of eyes, or you need to loop in a specific person without formally reassigning it. That's where user tagging in notes comes in.

When adding a note to a help request, type "@" and you'll see a list of your team members. Select the person you want to tag, finish your note, and they'll receive a notification — via dashboard alert, email, or SMS, depending on their personal notification settings. It's a simple addition, but it makes internal communication around help requests a lot cleaner.

Note that tagging someone in a note is different from assigning them a request — both tools exist for different purposes and can be used independently.

5. Table View Management

This is one of those quality-of-life improvements that sounds small until you've used it — and then you wonder how you managed without it.

Your ZippyAssist tables are now fully customizable. You can show or hide columns, change their order, and resize them to suit the way you work. If you spend most of your time looking at certain data points, you can put those front and center and remove the columns you rarely reference. And importantly, your configuration is remembered across sessions — so you're not resetting it every time you log in.

To customize any table, look for the Columns menu at the bottom of the table.

6. Bulk Updates

If you've ever had to work through a long list of help requests one by one — changing statuses, assigning requests, updating equipment — you'll appreciate this.

Bulk updates let you select multiple rows in a table and apply changes across all of them at once. The specific options vary depending on which table you're working in, but common actions include changing request status, assigning requests to a team member, and activating or deactivating equipment items. It's a straightforward time-saver for anyone managing volume.

Click the Bulk Update button at the bottom of any table to select rows and see your available options.

7. Notices

Notices give you a way to get ahead of customer requests before they're submitted — and they can make a meaningful dent in duplicate or unnecessary tickets.

If there's a known issue at one of your locations, you can set up a notice that displays to customers before they submit a new help request. That might mean flagging that a technician is already on the way, or answering a question that commonly generates requests. Notices can be targeted to specific equipment or accounts, and they can be set to expire automatically once they're no longer relevant.

It's a small feature with a practical impact: fewer duplicate requests, better-informed customers, and less back-and-forth.

8. Audit Logs

ZippyAssist automatically logs every change made to a help request — who made it, what changed, and when.

If you need to understand the history of how a request was handled — why a status changed, who closed something, or when a note was added — the audit log gives you a clear, timestamped record. It makes it easier to track down the right colleague to talk to, confirm that something happened (or didn't), and maintain a reliable picture of how requests are being managed across your team.

Audit logs are in the sidebar flyout — look for the settings icon, then the Audits option.

9. Language Translations

If you serve Spanish or French-speaking customers, ZippyAssist now includes built-in AI translation to help you communicate with them more effectively — even if you don't speak the language yourself.

Anywhere in ZippyAssist where you can write a notification or customer message, you'll find an AI Translate option (look for the small cluster of stars icon). Write your content in English, click translate, and ZippyAssist will generate a Spanish or French version for you.

A couple of things worth knowing: AI translation works best with clear, simple English — avoid idioms or ambiguous phrasing. And if you can, have a speaker of the target language review the output before it goes out. AI translation has come a long way, but where possible a quick check never hurts.

10. Response Templates

If you find yourself writing the same review responses to refunds again and again — explanations, follow-ups — Response Templates can save you significant time and keep your customer communications consistent.

Templates let you create reusable message text that can be pulled up and applied quickly for a refund approval message. You can include tokens like the customer's name to keep messages feeling personal even when they're templated. For teams with multiple people handling requests, templates also help ensure everyone is communicating in a consistent way.

Find Response Templates in the sidebar flyout under the settings icon.

11. Feedback Automation

This one has been in ZippyAssist for a while, but it's commonly overlooked feature that can add a lot of value.

Feedback Automation sends customers an automatic satisfaction survey after their help request is closed. It confirms whether the issue was actually resolved to their satisfaction, generates CSAT data you can use to understand how you're performing across your locations, and provides direct, candid feedback from the people you're serving.

That feedback loop matters more than it might seem. Customers who feel heard and well-served come back. And for your team, knowing that their work directly influences customer satisfaction is often a meaningful motivator.

Enabling it takes two clicks. Go to the sidebar flyout, look for the settings icon, and select Automations.

These 11 features are just the highlights. Behind the scenes, we're constantly making improvements that don't always make it into a roundup like this — faster load times, smarter UI cues, visual refinements that make the dashboard easier to use over time. It all adds up.

If there's something you'd love to see in ZippyAssist, tell us. A lot of what you've just read started as a suggestion from someone using the platform every day. That's not an accident — it's how we build.