Resources — Changelog

October 15, 2026

Your marketing chat widget's theme on your own website, and a wider Tickets portal

Improved A wider Tickets portal — On large screens the customer Tickets page now uses more of the width, and a ticket opens in a wider panel that is easier to read.

Fixed Marketing chat widget settings on your website — A marketing chat widget set to Light, with Powered by switched off or with custom margins, now looks that way on your own website, not only in the settings preview.

Improved

A wider Tickets portal — On large screens the customer Tickets page now uses more of the width, and a ticket opens in a wider panel that is easier to read.

Fixed

Marketing chat widget settings on your website — A marketing chat widget set to Light, with Powered by switched off or with custom margins, now looks that way on your own website, not only in the settings preview.

October 15, 2026

Assign On Reply in the help desk, greeting website visitors by their company, and finding people with no company

New Assign On Reply — Help Desk Settings → Agents can now assign a conversation to the agent who replies first, or to whoever replied last.

New Greet website visitors by their company — With Snitcher connected, the marketing chat widget can name a visitor's company in its greeting and messages, and the Marketing chat page shows which company is browsing.

Improved Find people with no company — The People list's Company filter now has With a company and No company options, each with a count.

Improved A quieter marketing chat assistant — The marketing widget's assistant now shows it is thinking only when it has something to answer from, and while your team is online a question it can't answer goes straight to the team instead of getting a stock reply.

New

Assign On Reply — Help Desk Settings → Agents can now assign a conversation to the agent who replies first, or to whoever replied last.
Greet website visitors by their company — With Snitcher connected, the marketing chat widget can name a visitor's company in its greeting and messages, and the Marketing chat page shows which company is browsing.

Improved

Find people with no company — The People list's Company filter now has With a company and No company options, each with a count.
A quieter marketing chat assistant — The marketing widget's assistant now shows it is thinking only when it has something to answer from, and while your team is online a question it can't answer goes straight to the team instead of getting a stock reply.

October 14, 2026

Agent masking in the help desk, viewing the support portal as a customer, and a separate Slack post for broadcasts

New Hide agents' names from customers — Help Desk Settings → Agents can now show customers one default name and picture instead of each agent's own, give any agent their own customer-facing name, and keep one agent signing every reply in a conversation.

New View the support portal as a customer — View portal as… on the Tickets list opens the support portal, read only, exactly as a chosen person or company sees it.

New A Slack post written for Slack — A broadcast's Slack post can now be written separately, with #channel links, @mentions (including each company's own people) and Slack formatting.

New Who shared a piece of feedback — Feedback now records the person and company who shared it, editable on the feedback page, with Person and Company columns and a Company filter on the list.

New Draft ticket types — A new ticket type starts as a Draft that only shows in settings, and becomes available everywhere once you publish it.

Improved What's waiting on you on Home — Each count in Home's summary line now opens its own list of mentions, ticket updates or conversations, notifications open the bell, and the counts are true totals.

Improved Notifications link to their record — Each notification in the bell now names the record it came from, as a link you can also open in a new tab.

Improved Scrolling the ticket and project type list — The row of ticket and project types in Custom fields now has arrows when it runs past the edge.

Fixed Mentions in deal notes — A notification that you were mentioned in a deal note now opens the deal instead of its company.

Fixed Names in notifications — A notification about a person with no photo or a company with no logo now shows their name.

Fixed The end of Home's side columns — The last cards in Home's side columns can now be scrolled into view.

New

Hide agents' names from customers — Help Desk Settings → Agents can now show customers one default name and picture instead of each agent's own, give any agent their own customer-facing name, and keep one agent signing every reply in a conversation.
View the support portal as a customer — View portal as… on the Tickets list opens the support portal, read only, exactly as a chosen person or company sees it.
A Slack post written for Slack — A broadcast's Slack post can now be written separately, with #channel links, @mentions (including each company's own people) and Slack formatting.
Who shared a piece of feedback — Feedback now records the person and company who shared it, editable on the feedback page, with Person and Company columns and a Company filter on the list.
Draft ticket types — A new ticket type starts as a Draft that only shows in settings, and becomes available everywhere once you publish it.

Improved

What's waiting on you on Home — Each count in Home's summary line now opens its own list of mentions, ticket updates or conversations, notifications open the bell, and the counts are true totals.
Notifications link to their record — Each notification in the bell now names the record it came from, as a link you can also open in a new tab.
Scrolling the ticket and project type list — The row of ticket and project types in Custom fields now has arrows when it runs past the edge.

Fixed

Mentions in deal notes — A notification that you were mentioned in a deal note now opens the deal instead of its company.
Names in notifications — A notification about a person with no photo or a company with no logo now shows their name.
The end of Home's side columns — The last cards in Home's side columns can now be scrolled into view.

October 13, 2026

Favorites in a side panel, and helper-desk conversations kept out of the staff help desk

Improved Favorites — The bookmark button in the header now opens a panel on the right with a card at the top for saving the page you are on, and your favorites listed below it.

Improved Helper Mode conversations in the help desk — A conversation covered by a customer's helper desk now stays out of the staff inbox, its counts and staff Slack alerts until a helper escalates it or a staff member is assigned.

Improved

Favorites — The bookmark button in the header now opens a panel on the right with a card at the top for saving the page you are on, and your favorites listed below it.
Helper Mode conversations in the help desk — A conversation covered by a customer's helper desk now stays out of the staff inbox, its counts and staff Slack alerts until a helper escalates it or a staff member is assigned.

October 13, 2026

Chips in the marketing chat widget, and one name and picture for your assistant

New Chips in the marketing chat widget — Chips set to show on Marketing or Both now appear in the marketing chat widget, with static replies, follow-up prompts, videos that play in a lightbox and page cards, and the widget's settings have a new Chips section.

New Your assistant's name and picture — AI settings has a new Appearance tab where you give your assistant one name and one picture, shown on the support widget, the marketing widget, the knowledge base assistant and the help desk.

Improved Marketing chat widget settings — The Colors card has a round colour picker, sizes are set with sliders, and a launcher picture can now be up to 150% of the launcher.

Fixed "Unpublished changes" after publishing — The marketing chat widget settings no longer say there are unpublished changes straight after you publish.

Fixed Widget sizes in the Helper Mode demo — The side-by-side widgets in the Helper Mode demo now resize when you choose Expand or Full screen.

New

Chips in the marketing chat widget — Chips set to show on Marketing or Both now appear in the marketing chat widget, with static replies, follow-up prompts, videos that play in a lightbox and page cards, and the widget's settings have a new Chips section.
Your assistant's name and picture — AI settings has a new Appearance tab where you give your assistant one name and one picture, shown on the support widget, the marketing widget, the knowledge base assistant and the help desk.

Improved

Marketing chat widget settings — The Colors card has a round colour picker, sizes are set with sliders, and a launcher picture can now be up to 150% of the launcher.

Fixed

"Unpublished changes" after publishing — The marketing chat widget settings no longer say there are unpublished changes straight after you publish.
Widget sizes in the Helper Mode demo — The side-by-side widgets in the Helper Mode demo now resize when you choose Expand or Full screen.

October 13, 2026

"Agent is typing" in the marketing chat widget

Fixed "Agent is typing" in the marketing chat widget — Visitors no longer see "Agent is typing" in the marketing chat widget while they are the ones typing.

Fixed

"Agent is typing" in the marketing chat widget — Visitors no longer see "Agent is typing" in the marketing chat widget while they are the ones typing.

October 12, 2026

Your assistant's name on marketing chat replies

Improved Assistant's name on marketing chat replies — AI replies in the marketing chat widget and its help desk thread now carry your assistant's name, taken from the support widget's AI name when the marketing widget has none of its own.

Fixed Thinking indicator with marketing AI off — The marketing chat widget no longer shows "Thinking" after a visitor's message when the AI is switched off.

Improved

Assistant's name on marketing chat replies — AI replies in the marketing chat widget and its help desk thread now carry your assistant's name, taken from the support widget's AI name when the marketing widget has none of its own.

Fixed

Thinking indicator with marketing AI off — The marketing chat widget no longer shows "Thinking" after a visitor's message when the AI is switched off.

October 12, 2026

Closed marketing chats close for the visitor, and a Refresh button on the update card

Improved Refresh button on the update card — When an update changes the app in your browser, the update card now offers a Refresh button so you can have it at once instead of waiting for your next page.

Fixed Closed marketing chats — A conversation closed in Marketing chat now closes in the visitor's chat widget straight away, and agent replies reach an open marketing widget without a reload.

Improved

Refresh button on the update card — When an update changes the app in your browser, the update card now offers a Refresh button so you can have it at once instead of waiting for your next page.

Fixed

Closed marketing chats — A conversation closed in Marketing chat now closes in the visitor's chat widget straight away, and agent replies reach an open marketing widget without a reload.

October 12, 2026

Duplicate queries that find only the newcomer, and ticket references in search

New Duplicate queries that find only the newcomer — A saved query that looks for duplicates within one object type can now compare each record only with earlier ones, so the original is left out and each later copy is found.

Fixed Ticket references in search — Typing a ticket reference as it is shown, such as TKT-01520, into search now finds the ticket.

Fixed Long tags in tables — A tag too wide for its column in a list table is now cut short with an ellipsis instead of running over the next column.

New

Duplicate queries that find only the newcomer — A saved query that looks for duplicates within one object type can now compare each record only with earlier ones, so the original is left out and each later copy is found.

Fixed

Ticket references in search — Typing a ticket reference as it is shown, such as TKT-01520, into search now finds the ticket.
Long tags in tables — A tag too wide for its column in a list table is now cut short with an ellipsis instead of running over the next column.

October 12, 2026

A new article editor, deal and ticket side sheets, and redesigned Knowledge Base and notification lists

New Deal side sheet — Clicking a card on the deals board or a row in the deals list now opens the deal in a side sheet, with Open full deal one click further.

New Duplicate and delete an article — The article editor's menu can now duplicate an article or delete it, for people with Settings access.

New Duplicate and restore a notification — An in-app notification can now be duplicated as a paused copy, and an archived one can be restored.

Improved Knowledge Base article editor — The article editor has a new design with no Save button, since changes still save on their own, and Find, Import, Export and Markdown now sit in its menu.

Improved Knowledge Base documents list — The documents list now uses the same table as Companies and People, with search as you type, filters inside the table and rows that load as you scroll.

Improved Ticket side sheet — The ticket side sheet has a new design with previous and next arrows and the full page's note box, where you can write an internal note or reply to the customer.

Improved In-app notifications list — The in-app notifications list has a new design with Live and Ended tabs, and its Shown and Clicked numbers now count people.

Improved Empty notifications page — In-app notifications shows a new starting page when you have not made one yet.

Fixed Unpublished article changes — A published article with saved changes now reads as changes not live, and still offers Publish changes after you reload the page.

New

Deal side sheet — Clicking a card on the deals board or a row in the deals list now opens the deal in a side sheet, with Open full deal one click further.
Duplicate and delete an article — The article editor's menu can now duplicate an article or delete it, for people with Settings access.
Duplicate and restore a notification — An in-app notification can now be duplicated as a paused copy, and an archived one can be restored.

Improved

Knowledge Base article editor — The article editor has a new design with no Save button, since changes still save on their own, and Find, Import, Export and Markdown now sit in its menu.
Knowledge Base documents list — The documents list now uses the same table as Companies and People, with search as you type, filters inside the table and rows that load as you scroll.
Ticket side sheet — The ticket side sheet has a new design with previous and next arrows and the full page's note box, where you can write an internal note or reply to the customer.
In-app notifications list — The in-app notifications list has a new design with Live and Ended tabs, and its Shown and Clicked numbers now count people.
Empty notifications page — In-app notifications shows a new starting page when you have not made one yet.

Fixed

Unpublished article changes — A published article with saved changes now reads as changes not live, and still offers Publish changes after you reload the page.