Changelog

Improved

• AI Insights moved to a button — On the Support Report, AI Insights is now a button beside the page title that opens in a panel, so the report leads with your numbers instead of a summary; it refreshes once a day and shows a New badge until you have read it.
• Every figure explains itself — Each stat, chart and table on the Support Report now has an info icon telling you what it measures, how it is worked out and what it leaves out — for example, Longest wait covers only questions that were eventually answered, and questions still waiting are counted separately under Unanswered.

Improved

• Explainers on every Support Report figure — Every remaining chart and table on the Support Report now has an info icon, so figures like Wait time distribution, Helpdesk activity and Company breakdown say what they measure and what they leave out — including which ones the page filters do not narrow.

Fixed

• Agent same-day and resolution times — The Same-Day and Avg Resolution columns in the Support Report's agent table were showing 0 and a dash for everyone; they now show real figures.

New

• Announcements in the support widget — Broadcasts can now be sent to the support chat widget as an announcement banner, shown to everyone with the widget open — including visitors you have no contact record for — and dismissible by each person.

Improved

• Composing a broadcast — The broadcast composer now opens in a side sheet with the channels on a single row, so you can see the whole message while you write it.

Fixed

• Filtering the Support Report — Choosing an agent, source or status on the Support Report failed to load the page at all; filtering now works again.
• Filters reaching every chart — CSAT Trend and AI QA Score quietly showed whole-desk numbers on a filtered Support Report and now narrow with the rest of the page; Backlog Trend cannot be filtered and now says so on the card instead of appearing to be filtered.

New

• Request history for connected apps — Select a connected app under Developer settings to see everything it has been allowed to reach and every request it has made, including how long each took and, when one failed, the reason why.

Improved

• Disconnecting a connected app — The control for cutting off a connected app was an unlabelled icon that could slide off the edge of the table, so it was easy to miss; it is now a plain Disconnect button, and the long list of permissions that crowded it out has moved into the app’s own panel.

Fixed

• Undercounted API errors — Failed requests from a connected app were counted as successful whenever the app itself reported the problem rather than the connection failing outright, so error counts read lower than they really were; those failures are now counted, and named.

Fixed

• REST API usage in your usage report — The usage report under Developer settings has a REST tab beside MCP that had shown zero for every account since it launched; calls made with an API key are now recorded and counted there.
• Mailchimp automation steps — Automation steps that tag a subscriber, remove someone from an audience, or check whether a contact is a member or has a tag were failing before they ever reached Mailchimp, so any automation waiting on one of those checks never continued — all of them now run as configured.

Also includes behind-the-scenes work on how apps connect to your workspace. Existing connections keep working exactly as they are.

Improved

• Search in the top bar — Search has moved to the left of the help button, so it now sits at the start of the icons in the top-right corner instead of after help.

Improved

• Opening a lead from the list — Clicking anywhere on a row in the leads list now opens that lead, the same way the companies list works, and Cmd- or middle-clicking a row opens it in a new tab; the pencil button that used to be the only way in has been removed, and lead fields are now edited on the lead's own page rather than in the list.

Fixed

• Editing a custom field from the people list — Clicking a custom field in the people list opened its editor and then immediately navigated to the person, so the field could not actually be edited; the editor now stays open.
• Editing tags on a pipeline card — Clicking the tags on a deal card opened the tag editor and the deal panel at the same time; it now just opens the tag editor.

New

• Custom fields in the API — Your custom fields now come back on companies, people, deals, tickets, leads and feedback through the API, and can be filled in when creating or updating any of them.
• Custom fields for connected AI assistants — An AI assistant connected to your workspace can now read and fill in your custom fields, and look up which fields exist and exactly which options a dropdown accepts.

Improved

• Tabs on a record's activity — The Notes, Calls and Meetings tabs on a person, company, deal or lead have been replaced by the filter beside them, which now lists your own activity types from settings rather than a fixed set — so you can narrow the timeline to calls alone, which the old filter could not do.
• Pinned tab position — Pinned now sits to the right of Emails.
• Pinning an activity — The pin on an activity card now reads "Add to Pinned" or "Pinned" instead of being an unlabelled icon, so you can tell at a glance whether something is pinned.

Fixed

• The activity filter on a lead — Choosing a filter on a lead's activity left the timeline unchanged; it now filters.