Product updates

Changelog

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

August 13, 2026

Emoji in conversations

Improved Emoji shortcodes — Slack emoji shortcodes render as emoji in the help desk, and the trigger reaction is not shown as a message.
August 13, 2026

Pick your trigger emoji

Improved Emoji picker — Choose the reaction emoji from a picker rather than typing its name.
August 13, 2026

Clearer /ello confirmation

Improved /ello wording — /ello confirms with "Support conversation started" and drops the duplicate acknowledgement.
August 13, 2026

Reconnecting for new triggers

Fixed Trigger permissions — A reconnect button appears where the /ello and DM triggers need extra Slack permissions.
August 13, 2026

Choose what starts a Slack conversation

New Configurable triggers — Decide which Slack activity opens a help desk conversation — a hashtag, an @mention, an emoji reaction, /ello, or a DM.
August 13, 2026

Delay for Slack and email conversations

Improved Consistent delay — The new-conversation delay applies to conversations that start in Slack or by email too.
August 13, 2026

New-conversation delay

Fixed Delay with AI enabled — The Slack new-conversation delay is honoured on workspaces where the AI answers first.
August 13, 2026

Act on a conversation from Slack

New Assign, close and snooze in Slack — Handle a help desk conversation from the Slack card without opening the app.
August 13, 2026

Project types

New Configurable project types — Projects gained types, each with its own task statuses, priorities and custom fields.
August 12, 2026

Slack configuration

Improved Slack settings page — Added a notification delay, DMs to assignees, a change history and inline channel linking.
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