Changelog

New

• Favorites mode — The bookmark in the header now opens your favorites as a full-screen view instead of a dropdown.

• Hide a shared favorite — You can now hide a view someone shared with you; it disappears only for you and stays for everyone else.

Improved

• A new look — ellocharlie has new fonts and colours, and a redesigned header where each section has its own colour.

• Help and theme in your account menu — Help and the light and dark theme switch now live in the menu under your avatar.

• Saving a favorite — Saving a view is now one click, private to you and named after the page, and you can rename or share it from its edit button.

• Sorting favorites — Favorites now sort by most recently opened or A to Z, replacing drag-to-reorder.

Improved

• Notifications at the bottom — Confirmation and error messages now appear at the bottom center of the page instead of the top.

Fixed

• Open and overdue deal filters — Deals in a Won or Lost stage no longer show up under the Open or Overdue filters on the pipeline list, and their Status column now says Won or Lost.

Fixed

• Duplicated project templates — Duplicating a project template now keeps its phases and customer portal header, so the copy no longer looks empty.

New

• Mark a conversation as responded — Click the Awaiting reply chip on a help desk conversation to mark it as responded without sending a message.

Improved

• Mark as replied in bulk — Marking conversations as replied in bulk now adds an entry to each conversation's timeline and skips ones that weren't waiting on a reply.

New

• Trustpilot review invites — Connect Trustpilot and turn on invites in Help Desk Settings → Reviews to ask customers for a review from a conversation, either from the composer or when you close it.
• Project updates in a company's Slack channel — Slack project notifications can now also post to the company's linked Slack channel, and can be limited to activity by the customer.

Fixed

• AI typing indicator on human-handled conversations — When a teammate is assigned to a conversation or the AI has already handed it off, customers no longer see AI typing dots and agents no longer see the AI responding.
• Project created Slack alert — The Project created option in Slack settings now posts a card for every new project, including ones duplicated, created by an automation or created through the API.

New

• Internal-only tickets that keep their company — A ticket can now be marked internal only while staying linked to its company, so it keeps showing on that company's page and reports without the customer seeing it.
• Link or change a deal's company — The Company section on a deal page now lets you link a company to the deal or move the deal to a different company.
• Slack alerts for project comments — The Projects card in Slack settings has new Customer commented and Team commented options that post a card when someone comments on a project.

Improved

• Tickets on a company page — Clicking a ticket on a company page now opens the same quick view as the tickets list, and Add ticket opens the ticket wizard.
• Deal filters stay with their pipeline — Filters you set on a pipeline now apply only to that pipeline, saved stage filters come back exactly as you left them, and the filter chips are spaced out.

Fixed

• Tickets losing their customer — Tickets created from a help desk conversation or from a company page now keep their customer or company instead of sometimes coming out internal only.
• Renaming a company from its header — Editing a company's name from its page header now starts from the right name and shows the new name straight away.

Security

• Tighter ticket access in the support widget — The support widget now only shows a visitor the tickets their own contact record is allowed to see, and no longer shows other contacts' email addresses.

New

• Reschedule or cancel from the booking email — Booking confirmations and calendar invites now include a link that lets the person who booked move the meeting to another open time or cancel it, and the host is told by email, in the notification bell and in Slack.

Improved

• Cancelling a booking cleans up the meeting — Cancelling a booking from the bookings list now also removes the calendar event and Zoom meeting and emails the invitee to let them know.

New

• Find uploaded files in search — The ⌘K search now has a Files group that finds your uploaded files by name and by the text inside them, and admins can switch on Claude to read text from scanned documents and images.
• Archive and restore a company from its page — Admins can now archive a company from its own page, archived companies still open from links and search with a Restore button, and the timeline records when a company was archived or restored.
• BigTime project custom fields — When you set up a BigTime projects data source, your BigTime custom fields are now listed alongside the standard ones so you can map them.

Improved

• Company projects open the project editor — Clicking a project on a company page now opens the full project editor, where the settings for letting customers add or delete steps now live.
• Archiving companies is limited to admins — Only people who can manage settings can archive companies now, so the Archive action no longer appears for everyone else.

New

• Your table columns are remembered — The columns you show, hide and reorder on list pages are now saved for you in each workspace and follow you across devices, and opening a favorite view brings its columns with it.
• Knowledge base search results page — Pressing Enter in your help center's search now opens a full results page with "Did you mean" suggestions, and KB Analytics now shows what visitors searched for and what they asked the AI assistant.

Improved

• Update notice — When a new version is available, you'll now see a small card in the bottom-right corner instead of a banner across the top of the page.
• Archived projects hidden by default — The Projects list no longer shows archived projects unless you filter for them or click the "Show" link under the table.
• More Companies columns you can hide — Tags and Created can now be switched off from the Companies Toggle columns menu.

Fixed

• Activity author names — Record timelines now show who wrote each entry instead of "Unknown".
• Booking confirmation sign-off — Booking confirmation emails no longer end with a duplicated closing line.