Product updates

Changelog

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

August 5, 2026

Ticket sheet controls

Fixed Duplicate close button — Removed the redundant close control on the ticket sheet.
August 5, 2026

Tickets open in a side sheet

Improved Create and edit tickets — The ticket form opens as a right-side sheet instead of a modal, so you keep your place.
August 5, 2026

Contact prefilled on new tickets

Improved Ticket contact — Raising a ticket from a conversation preselects the matching CRM contact.
August 5, 2026

Linked conversations and tickets

Improved Two-way links — A conversation shows the tickets raised from it, and each ticket links back.
August 5, 2026

Create a ticket from a message

New Message to ticket — Turn any message in a conversation into a ticket from a hover action.
August 5, 2026

The new help desk is the help desk

Improved Help desk v2 is now the default — The redesigned help desk replaced the old one for everyone; the beta toggle is gone.
August 4, 2026

A calmer help desk on load

Improved Side panels — Both side panels start collapsed, leaving the conversation the room.
August 4, 2026

Slack preferences

Fixed Saving Slack settings — Only the settings you changed are saved, so the rest are left alone.
August 4, 2026

One Slack thread per conversation

Improved Threaded Slack updates — Updates to a conversation post into one Slack thread instead of scattering across the channel.
August 4, 2026

Reply-all on agent replies

Fixed Dropped recipients — An agent's email reply keeps the conversation's full recipient list.
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