Changelog

Improved

• Help desk details back in view — Merge, tags, linked tickets, participants and past conversations now sit in the help desk details panel again, instead of inside the collapsed Session section.
• A faster companies list — The companies list opens on your last sort and appears sooner.

Fixed

• The help desk catches up after a dropped connection — Coming back to a help desk tab that lost its connection or sat hidden for a while now brings in any messages you missed.
• Signature logos aren't repeated under emails — A logo an email already shows in its signature is no longer added again, full size, below it; attached images now show as small thumbnails.

Fixed

• Emails read in full in the help desk — A long email in a help desk conversation now shows at its full height instead of scrolling inside its own small frame.
• Closing an eDoc draft you haven't touched — Closing a new eDoc draft you haven't changed now closes it and keeps the draft, and changing a signer counts as a change.

New

• Mercury invoices on your companies — Connect Mercury to see each customer's invoices on their company page and in Finances, with invoice activity on the company's timeline.
• Retire a ticket type — A ticket type you no longer use can now be retired instead of deleted: its tickets and fields stay, and no new tickets can be created in it.

Improved

• A redesigned eDoc editor — Drafting an eDoc now saves as you type, shows who else is working on it, and lets a signature place be signed by your team or the recipient.
• Paste screenshots into new tickets — Customers on the support portal can paste a screenshot straight into a new ticket's details, and it is attached to the ticket.
• Merge from the companies list — Select one company in the companies list and Merge is now in the bulk bar, for people with Settings access.

Fixed

• Open portal opens it as your team — Opening a project's portal from the project editor now signs you in as your team, even when your portal is on its own domain.
• Deal and lead pages load cleanly — Deal and lead records no longer flash the old page banner while they load.

New

• Customers notice your replies in another tab — When you reply while a customer is in another tab, their tab title now flashes "(1) New message"; you can turn this off in Help Desk Settings → Browser Notifications.
• Manage AI documentation through the API — Documentation files for the AI can now be listed, added, updated and removed through the API and MCP, with new documentation read and write permissions for API keys.

Improved

• Q&A scans run in the background — A Q&A scan in Helpdesk Settings keeps going after you close the page, and you get a notification when it's done.
• A faster help desk — The help desk loads its lists faster, and the Closed and All views now show the last 30 days, with older conversations a search away.

Fixed

• The AI reads your documentation files — The AI now finds the relevant section of your Documentation files when it answers, so its answers can draw on them.

Improved

• Q&A scans reach older conversations — The Q&A scan in Helpdesk Settings can now look back further, up to all time, and running it again picks up where the last scan stopped.

Fixed

• Visitors can attach files on any website — Files and screenshots sent from the chat widget, and attachments added to a ticket in the widget, now upload even on websites whose security settings blocked them before.

Fixed

• Merging companies keeps their BigTime link — When you merge a company linked to a BigTime client into another, the link now moves to the company you keep, so its BigTime projects show there.
• BigTime respects your name setting — With "ellocharlie wins" or "Never overwrite" chosen, BigTime no longer renames your linked companies to the client's BigTime name.

Improved

• eDoc template fields show when they're ready — Every field on an eDoc template's mapping page, and each place it appears on the preview, now shows a green check when it's set up and a red ! when it still needs something.

New

• Archived tickets in search and on company pages — Two switches in Custom fields → Tickets let a workspace show archived tickets in search and on company pages; with them off, search now leaves archived tickets out.

Improved

• Pipeline moves in activity — A deal moved to another pipeline now shows in the activity feed with the deal's name and where it moved, instead of just "Pipeline changed".
• Ticket status changes — The Resolve / Reopen button is gone from the top of the ticket page; change a ticket's status from its Status row.
• eDoc template mapping page — The open field is highlighted in yellow, record fields say Person instead of Contact, and the per-place panels are tidier.

Fixed

• Meetings on closed deals — Synced meeting notes no longer attach to deals that are already won or lost.
• Background jobs during restarts — A background job cut short by a server restart is now marked Interrupted straight away and can run again sooner.

New

• Archived tickets — The Tickets list has an Archived view where archived tickets can be opened and restored, and archiving a ticket now offers Undo.
• Saving a support conversation — People chatting in the support widget can copy or download the conversation, and a workspace can switch this off in Help Desk settings.
• DocuSign links on deals and companies — A DocuSign link can now be pasted onto a deal or company so the envelope sits with the record.
• eDoc condition in automations — An automation can now check whether a deal or company has an eDoc made from a chosen template, in the statuses you pick.
• Projects settings for the public portal — Public Portal settings have a Projects tab for the section's name, the header title, the sign-in text and the domain link.
• Background job frequency — Platform admins can set how often each background job runs.

Improved

• Automation rules list — Automation rules now sit in the same table as Companies, with search, filters, saved columns and bulk actions, and a rule opens in a side panel.
• Hidden project steps for your team — Teammates opening a project portal now see the steps hidden from customers, marked as hidden, while customers still don't.
• Switched-off navigation for teams — Navigation entries a team has switched off now show greyed out instead of disappearing, and the team page previews what members will see.
• eDoc template field colours — Fields on an eDoc template's preview are now coloured red, yellow or green by whether they are ready.
• Wider record pages — On wide screens the details and related columns of record pages grow, and long dropdown values wrap instead of being cut off.

Fixed

• Deal property conditions in automations — Rules that check a custom deal field now have an editor and run when the field matches, and the rule's sentence names the stages it picks.
• Host booking email times — Booking emails to hosts now show the time in the scheduler's own time zone, and attendee emails name the zone.
• Landscape logos in portal headers — A wide logo used as the portal's mark now keeps its shape instead of being cropped or shrunk.
• Projects list portal link — The Portal column on the Projects list now reads Portal.