Product updates

Changelog

New features, improvements and fixes we've shipped. Follow along to see how the product evolves.

August 22, 2026

Bulk article translation

New Translate in bulk — Translate many articles at once and watch progress on the language pill, including from an open editor.
Fixed Quotation marks — Quotation marks no longer break a translation part-way through.
August 22, 2026

Custom fields for everyone

Fixed Hidden ticket fields — Ticket custom fields are visible to people without settings permission again; only editing them needs it.
August 22, 2026

A ticket list inside the Tickets Report

New Report ticket list — The Tickets Report gained a ticket list with your choice of columns including per-type custom fields, a rollup by any field, and its own CSV export — with the whole report scopeable to one ticket type.
August 22, 2026

Canned suggestions

Fixed Suggestion mode — The Ask Assistant honours "canned" suggestion mode.
August 22, 2026

A brandable Ask Assistant

Improved Ask Assistant panel — The panel carries your name and branding, resizes, and cites only articles it actually used.
August 22, 2026

Opening a translated article

Fixed Editor seeding — The editor opens the version you clicked, and any version can be translated.
August 21, 2026

Article autosave and translations

Improved Translation freshness — Translations are marked stale based on the content that changed, and any version can be re-translated from source.
Fixed Crossed-over autosave — Autosave can no longer write one article's body into another.
August 21, 2026

Assigning a company

Fixed Company on email and Slack threads — Assigning a company on a non-chat conversation now updates the CRM person too.
August 21, 2026

Attention thresholds

Fixed Unit dropdown — The Needs attention unit selector works when the threshold is zero.
August 21, 2026

Configurable "Needs attention"

New Your own attention rules — Decide what counts as needing attention — no reply, unassigned, or open too long — each with its own threshold, and a master switch.
Improved Slack in Source — Source → Slack is always listed, with an explainer when Slack is not connected.
Fixed Rail numbers — Every number on the inbox rail now means "what you would see if you clicked it".
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