Product updates

Changelog

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

July 17, 2026

Slack guest accounts

Fixed Guests count as customers — People in your Slack workspace as guests are treated as customers rather than as your own team.
Read more

Fixed

  • Guests count as customers — People in your Slack workspace as guests are treated as customers rather than as your own team.
July 17, 2026

Two-way Slack conversations

New Reply from Slack — Messages in a linked customer channel become help desk conversations, and replies flow back to Slack both ways.
Read more

New

  • Reply from Slack — Messages in a linked customer channel become help desk conversations, and replies flow back to Slack both ways.
July 16, 2026

Slack customer channels

New Shared Slack channels with customers — Link a customer company to a Slack channel and get their activity as cards in that channel.
New Broadcasts to Slack — Send a broadcast to your customers' linked Slack channels.
Read more

New

  • Shared Slack channels with customers — Link a customer company to a Slack channel and get their activity as cards in that channel.
  • Broadcasts to Slack — Send a broadcast to your customers' linked Slack channels.
July 14, 2026

Sherlock model fallback

Fixed Retired AI models — Sherlock falls back to a working model instead of failing when the one it was configured with has been retired.
Read more

Fixed

  • Retired AI models — Sherlock falls back to a working model instead of failing when the one it was configured with has been retired.
July 13, 2026

Number columns sort as numbers

Fixed Numeric sorting on lists — Columns holding numbers now sort by value, so 9 comes before 10 instead of after it.
Read more

Fixed

  • Numeric sorting on lists — Columns holding numbers now sort by value, so 9 comes before 10 instead of after it.
July 13, 2026

A wide, sortable article list

New Knowledge base article list — The articles list moved onto the wide table used elsewhere in the app, with column choice, filtering and bulk actions.
New Support gap suggestions — A sheet suggesting articles to write, based on questions your customers asked that nothing answered.
Read more

New

  • Knowledge base article list — The articles list moved onto the wide table used elsewhere in the app, with column choice, filtering and bulk actions.
  • Support gap suggestions — A sheet suggesting articles to write, based on questions your customers asked that nothing answered.
July 13, 2026

Article autosave accuracy

Fixed Autosave and save state — Articles now autosave only when you have actually changed something, and the saved/published indicator reflects the real state.
Read more

Fixed

  • Autosave and save state — Articles now autosave only when you have actually changed something, and the saved/published indicator reflects the real state.
July 13, 2026

Find and replace in the article editor

New Find and replace — Search an article and replace text across it from the editor.
New Copy an Ask AI answer — Copy the assistant's response straight out of the panel.
Read more

New

  • Find and replace — Search an article and replace text across it from the editor.
  • Copy an Ask AI answer — Copy the assistant's response straight out of the panel.
July 13, 2026

Article summary formatting

Fixed TL;DR paragraphs — Article summaries keep their paragraph breaks on the public reader instead of running together into one block.
Read more

Fixed

  • TL;DR paragraphs — Article summaries keep their paragraph breaks on the public reader instead of running together into one block.
July 13, 2026

Ask AI shows its progress

Improved Ask AI thinking states — Ask AI now tells you what it is doing while it works instead of showing a blank pause.
Read more

Improved

  • Ask AI thinking states — Ask AI now tells you what it is doing while it works instead of showing a blank pause.
Load older updates