Product updates

Changelog

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

August 20, 2026

Slack links

Fixed localhost links — Slack notifications never link to localhost from production.
August 20, 2026

Saving a ticket owner

Fixed Owner validation — Updating a ticket no longer rejects a valid owner, including while viewing as another workspace.
August 20, 2026

Friendly form links

New Readable form URLs — Public forms get a short, readable direct link, and the form wizard is slimmer.
August 20, 2026

Notifications and tasks in the header

New Bell dropdowns — Notifications and tasks open from the header bell with avatars and working links.
Fixed Schedulers navigation — The Schedulers nav item points at the right page.
August 20, 2026

Split availability hours

New Multiple windows per day — Set more than one availability window on a weekday — mornings and afternoons around a standing meeting.
August 20, 2026

Global search results

Fixed Archived and deleted records — Global search hides archived and deleted records, and its result links go to the right place.
August 20, 2026

A moment to unsend

New 30-second hold on email replies — A reply to an email ticket waits 30 seconds before sending, so you can edit or delete it.
New Simpler dashboard creation — Creating a dashboard is one AI-first sheet.
August 19, 2026

Faster company report

Improved Company report speed — Widget metrics on the company report come from daily rollups, cutting load time substantially.
August 19, 2026

Customers on tickets

New Customer owners, assignees and watchers — A customer contact can be a ticket's owner, assignee or watcher, from the drawer, the full editor and at creation.
Fixed Assignee DMs — Per-message help desk cards DM the assignee when that setting is on.
August 19, 2026

Google Docs import

Improved Google Picker — Importing from Google Docs uses the Google Picker and asks only for access to the file you choose.
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