Product updates

Changelog

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

August 14, 2026

BigTime

New BigTime integration — Two-way sync with BigTime — clients with a review queue, projects and tasks, invoices, AR and time rollups, a field-mapping studio, and Delivery and Billing panels on the company.
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New

  • BigTime integration — Two-way sync with BigTime — clients with a review queue, projects and tasks, invoices, AR and time rollups, a field-mapping studio, and Delivery and Billing panels on the company.
August 13, 2026

The help desk remembers your layout

Improved Panel state — Your left and right panel choices persist between visits.
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Improved

  • Panel state — Your left and right panel choices persist between visits.
August 13, 2026

Images in ticket notes

New Image upload in notes — Add one or several images to a ticket note.
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New

  • Image upload in notes — Add one or several images to a ticket note.
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.
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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.
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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.
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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.
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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.
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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.
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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.
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Fixed

  • Delay with AI enabled — The Slack new-conversation delay is honoured on workspaces where the AI answers first.
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