Many teams run operations from a queue that shows the same flat status on every case. Open the detail view and you find a field visit scheduled next Tuesday, a parts shipment delayed, and a resolved case that needs a closing note - but the queue only says "In Progress." The operator threads the real work in chat, email, or a spreadsheet because the case system cannot hold the detail without breaking its own status rules.
This update closes that gap from several directions. It adds detail inside governed statuses, extends queue filtering to match the questions operators actually ask, turns site records into shared operational context, keeps website form attachments attached to the case itself, and lets each operator build a dashboard that shows the measures they monitor.
Case subcategories add operational detail without breaking status integrity. The canonical status - Open, In Progress, Resolved, Closed - still governs reporting and transition rules. A subcategory such as "Parts in transit" or "Monitoring after repair" lives inside the status and appears in the queue alongside the status label. Operators see what is happening, reporting remains consistent, and no one has to invent a status called "Waiting on vendor" that skews closure metrics.
Queue filters now search by issue type, tag, asset, and matching rules - and you can group the results. A support lead who wants every case from the Manila region tagged "urgent" can filter and group in one step. Match-any and match-all rules let operators narrow the queue to a specific investigation without building permanent views. This moves queue work closer to the question at hand instead of forcing operators to scan a long list and remember what belongs together.
Sites become structured records with tags, coordinates, and validated bulk import. A field service operation with locations in Nairobi, São Paulo, Dubai, Copenhagen, and Accra can now manage those sites as addressable objects inside Latch. Each site carries contacts, time offset, latitude/longitude, and tags. Bulk import validates addresses and coordinates before the data enters the system. Cases link to sites, so the context that travels with a site follows the case without phone calls to the dispatch desk.
Website form attachments stay with the case from intake through resolution. A customer submits a photograph of a damaged shipment through a public form. The case opens, but the image often stays in the form system, separate from the operator's working context. Latch now attaches files submitted through configured form fields directly to the case record. The attachment appears in the case evidence and persists in the timeline, so the original submission remains traceable from the moment it arrives.
Dashboards remember each operator's view. The board that matters to a regional lead running SLA breaches on payment exceptions is not the same board the support manager needs for resolution volume. Operators now choose which dashboard sections appear, set the order, and save the layout. This is a monitoring surface, not a reporting engine; deep analysis belongs in saved reports. The dashboard is for the operator who needs to know "is the queue healthy right now?" without scrolling past three measures they do not track.
This release builds on the work shipped in the April and May product update and deepens the patterns described in unified triage without a shared inbox, asset context for field service cases, and preserving email context in a case. The common thread is operational detail that stays where the work happens, without breaking the controls that make the work auditable.