Changelog

New

• Connected apps — Developer settings now lists every app someone has connected to your workspace — which app, who connected it, what it is allowed to reach, and when it was last used — and you can disconnect any of them, which previously was not possible from the app at all.
• Approval for new app connections — Anyone on your team can still connect an app such as Claude, but it cannot read anything until an administrator approves it from Connected apps; administrators approve their own, existing connections keep working untouched, and approving takes effect straight away with no need to reconnect.

Improved

• Who is using your API — The usage breakdown named every connected app the same anonymous “OAuth Client”, so several people looked like one; it now names the app and the person behind each one, and the credentials count includes connected apps instead of only API keys.

New

• Raise a ticket from a conversation — Open the contact panel beside any help desk conversation and the new Tickets section will create a ticket already attached to that thread — prefilled from the customer's first message, so one click is usually enough.
• Attach a conversation to a ticket you already have — The same Tickets section can link the conversation to an existing ticket, which previously could only be done from the ticket itself.
• Choose how your ticket numbers read — Portal Settings → Tickets now has a Ticket reference field, so your tickets can read TKT-01026, ACME/01026, or whatever suits your team — everywhere they appear, including your customers' portal.

Improved

• One way to create a ticket — Every New ticket button now opens the same step-by-step panel, and it has gained the watchers and file attachments that were previously only on the older form.

Fixed

• Tickets no longer look like conversations — Tickets and conversations were both numbered CV-00000 despite being unrelated records, so a ticket could appear to be a conversation. Tickets now read TKT-00000 by default.
• Linked tickets were missing from the conversation — A ticket linked from the ticket page appeared there but not on the conversation it was linked to. Both sides now show the same links.

New

• Restrict a project to specific people while creating it — The new-project panel can now limit portal access to chosen people at the company, which previously could only be set after the project already existed.

Improved

• Creating a project no longer takes over the page — Project setup opens in a side panel over your project list — the same way new tickets are created — with its Back and Next buttons pinned to the bottom of the panel.
• See who a project is restricted to — The people a project is restricted to now appear as tags you can remove with one click, both while creating the project and when editing it later.

New

• See who else is on a record — Opening a deal, company, lead or person now shows small avatars of anyone else viewing it at the same time, so two people don't unknowingly edit the same record at once.

Fixed

• Viewer avatars could be seen across accounts — Someone outside your organisation could previously see the names and photos of your team viewing a ticket or project if they knew that record's internal ID; viewer lists are now restricted to your own account.

New

• Announcement banner on your site — A rule in your marketing widget's Behavior tab can now show a full-width banner at the top of your site, with its own link, and it pushes your page content down instead of covering it.
• Video chat launcher — You can upload a short video to play in the chat launcher instead of an icon, and choose whether clicking it opens the chat or plays the video first.

Improved

• Search looks at more than names — Global search now also matches phone numbers, industries, locations, notes and your own custom fields across companies, people, deals, tickets, leads and conversations, and tells you which field a result matched on.
• Launcher shape and size — The chat launcher now has its own width, corner rounding and border controls, so it can be a rectangle rather than only a square.
• How the launcher loads — The launcher now appears once, already styled, instead of briefly showing a default icon while your settings load.
• Images still loading from another site — A knowledge base document whose images point at another site now says so, with a one-click way to upload them to your own knowledge base.

Fixed

• Searching for a company by its domain — Searching a company's website or domain now finds it — previously search only looked at the company's name, so a domain search came back empty.
• Images when you paste an article in — Pasting an article from Intercom, Zendesk or a Google Doc into a knowledge base document now brings its images with it, and uploads them to your knowledge base so they keep working after you stop paying for the tool you moved from.

Fixed

• Staying signed in — Ticking "Remember me" now keeps you signed in for 30 days instead of signing you out after 12 hours, and staying active in the app keeps your session alive rather than logging you out partway through the day.

Fixed

• Deleting a pipeline stage — A stage that only contained archived deals could not be deleted and gave no reason why; it now offers to move those deals to another stage first, and tells you what is holding a stage when it cannot be removed.

Fixed

• Deleting a pipeline stage — Deleting a stage from your pipeline settings now offers to move its deals to another stage first, including archived ones that do not show on the board, instead of failing with an error that did not say why.

Fixed

• Chat launcher appearance on your site — The launcher on your live site now matches your Appearance settings: a launcher video fills its frame evenly instead of sitting slightly off-centre, and the launcher uses your brand colour rather than an older colour left over from a previous setting.