Product updates

Changelog

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

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.
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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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Fixed

  • Dropped recipients — An agent's email reply keeps the conversation's full recipient list.
August 4, 2026

Ticket text in Slack

Fixed Raw HTML in Slack — Ticket rich text posts to Slack as formatted text rather than raw markup.
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Fixed

  • Raw HTML in Slack — Ticket rich text posts to Slack as formatted text rather than raw markup.
August 4, 2026

Mentions accuracy

Fixed Missing mentions — The Mentions filter finds mentions in notes reliably.
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Fixed

  • Missing mentions — The Mentions filter finds mentions in notes reliably.
August 4, 2026

Tickets that mention you

New Mentions filter — A quick filter on the tickets list for tickets where you were mentioned.
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New

  • Mentions filter — A quick filter on the tickets list for tickets where you were mentioned.
August 4, 2026

Status and snooze at a glance

Improved Conversation list rail — A status rail and a snooze indicator on each row replace the old tag icon.
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Improved

  • Conversation list rail — A status rail and a snooze indicator on each row replace the old tag icon.
August 4, 2026

Company on email conversations

Fixed Company matching — Email conversations resolve their company regardless of how the address was capitalised.
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Fixed

  • Company matching — Email conversations resolve their company regardless of how the address was capitalised.
August 4, 2026

Project permissions and template saves

Fixed Team admins and projects — Admins who get their rights from a team can delete projects, and a template's step visibility saves.
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Fixed

  • Team admins and projects — Admins who get their rights from a team can delete projects, and a template's step visibility saves.
August 4, 2026

Email replies rejoin their thread

Fixed Fragmented email threads — Replies are threaded by their email headers, so a reply rejoins its conversation even after it was closed.
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Fixed

  • Fragmented email threads — Replies are threaded by their email headers, so a reply rejoins its conversation even after it was closed.
August 4, 2026

A wide table for project templates

Improved Templates list — The project templates list got the same wide table and filter toolbar.
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Improved

  • Templates list — The project templates list got the same wide table and filter toolbar.
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