All the latest updates, improvements, and new features.
[1.4.30] - 2026-04-20
Automation run log — readable at a glance
The expanded detail rows on Recent runs (and in each automation's own history tab) used to show raw data for every step — green checkmark, technical name, then a block of field names and IDs. Now each step reads like a sentence.
Every step has a plain-English summary. "Assigned Jane Doe via primary/secondary assignment" instead of a JSON blob with technician_name and assignment_type. "Created ticket #7cb40ae62 — Password reset request." "Queued email to sam@acme.com." "Linked contact to company."
Skipped steps say why. When a step doesn't run, you now see a grey "Skipped" badge and a reason: "No primary or secondary technician available," "Ticket has no contact," "Company was already set on the ticket." No more squinting at reason: "no_contact", skipped: true.
Paths show the route visually. When a Path step evaluates its branches, you now see each branch name as a pill in evaluation order, with the matched one highlighted — so "Resolve customer from email domain → Otherwise" is obvious at a glance, not buried in an evaluated_branches array.
Step icons match the builder. Each step in the log now shows the same icon the builder uses for that action type, so it's easier to connect the dots between what you built and what ran.
Raw data is still one click away. A "Show raw data" toggle on each step reveals the original fields for debugging, but it's collapsed by default so it doesn't drown out the story of what happened.
[1.4.29] - 2026-04-20
Automation page — a live look at what ran today
See every run from the last 24 hours. A new "Recent runs" section sits underneath the automations list and lists every execution across every automation — when it ran, which workflow fired, whether it succeeded, and what triggered it. Expand a row to see each step the automation took, how long it took, and what it produced.
Search and filter without over-fetching. You can narrow by status or search the triggered-by text and error messages. Results are paged ten at a time so long histories stay fast.
Correct counts at the top. The "Total Automations" tile now always reflects what's actually in your workspace — the earlier version occasionally showed stale numbers when several people were active at once.
[1.4.28] - 2026-04-20
Ticket created automation — locked against accidental damage
Rolling out yesterday's system steps turned up a way to sneak a user-authored Path above them: the "+" under the trigger inserted at index 0, which pushed the managed steps down and broke the invariant that resolve-customer runs first. A few related gaps were sharing the blame — the workflow could also be renamed, deactivated, or deleted.
New steps land in the user zone. Clicking the "+" under the trigger on the canonical "Ticket created" workflow now inserts after the managed column, not before it. The leading system chain stays pinned at the top regardless of where you click.
The workflow itself is locked. Its name is read-only, the active toggle is disabled (it stays on), and the Delete menu item is greyed out on the list page. A "Managed by Core" badge sits next to the name so it's obvious why.
Server save rejects malformed shapes. Even if someone skips the UI (direct API call, URL manipulation), the save action now verifies the leading system branches are still there in the original order — otherwise it throws a friendly error explaining the workflow is managed by Core.
[1.4.27] - 2026-04-20
Ticket creation — the invisible routing is now visible
New tickets arriving by email used to pass through a couple of silent steps — match the sender's email domain to a company, link the contact back to that company — before any of your automations saw them. When those silent steps missed, your automations saw a ticket with no company on it and bailed, which was the whole cause of the recent "assigned 80 minutes later by a cron" failures on NorthCreek and White Rose.
Those steps are now explicit system steps at the top of the "Ticket created" automation. You can watch them run in the execution history like anything else, and your own Paths run immediately after them — in the same automation run, with the company already filled in.
Two new system steps on every tenant.Resolve company from email domain and Link contact to company run first, in order, and can't be edited or deleted. They show up in the builder inside a clearly-labelled "System steps — managed" column on the left, with your own automations flowing from the top of the right column so you never scroll past a stack of locked steps to get to your own.
No more race with the email pipeline. The system steps run inline in the same engine invocation, so Path conditions that key off Company (e.g. "if customer is NorthCreek") see the resolved company immediately — previously they read the pre-insert snapshot and missed.
Handler outputs flow through the automation. Any step that updates the ticket (not just the system ones) can hand a diff forward to later steps without forcing a DB round-trip. This is the plumbing that makes the system chain work; it's also available to custom handlers going forward.
New tenants get the canonical workflow automatically. When a tenant is created, the two system steps are installed atomically as part of tenant seeding — no manual step required.
Clearer "Managed by Core" badge. The old "Managed by Settings" pill on system-locked paths read as if you had to find a settings page to edit them, even when no such page exists. The badge now says "Managed by Core" and the in-sheet explanation spells out what the step does and where to tune its behavior (for domain resolution, that's on the company record).
[1.4.26] - 2026-04-20
Automation builder — friendlier variables
Authoring a Create Ticket step (or any step that borrows data from earlier in the automation) used to mean reading raw text like {{email.subject}} and {{last_result.customer_id}} and hoping you typed the right thing. Cleaned that up from three directions:
Variables look like labels, not code. When a field uses a variable, it now shows a colored pill — "Email Subject", "Company ID (from Resolve Contact)" — instead of the raw {{...}} syntax. Hover for the underlying token if you need to see it.
The Insert Variable menu now knows what earlier steps produced. If you have a Resolve Contact step before Create Ticket, the picker now offers that step's outputs (Company ID, Contact ID, Resolution Status) grouped under "Previous step: Resolve Contact" — no more copying from templates.
A live preview pane shows what the step will actually say. Open a Create Ticket step and you'll see each field rendered against the automation's most recent run — the real email subject, the real company ID — so you know what will be sent before you save. If the automation hasn't run yet, sensible example values are used and the pane is labeled "Example — never run."
Shorter, consistent variable names. Old configs used a mix of {{trigger.email.subject}} and {{email.subject}} — they both work, but the UI now uses the shorter form everywhere.
[1.4.23] - 2026-04-20
Marketing site — stack consolidation section
Added a new section on the home page and pricing page showing the different tools Core replaces — ticketing, IT documentation, knowledge base, scheduling, password sharing, customer portal, AI assistant, asset management, project management, time tracking, automation, form builder, customer feedback, and file management.
Compares the typical monthly cost of running those tools separately to Core's flat per-technician price, with a clear side-by-side savings breakdown.
[1.4.22] - 2026-04-20
Automation builder — simpler layout
No more dragging the canvas around. The builder used to pretend it was a visual canvas you could pan and zoom, but steps were never actually movable. The steps now stack in a simple vertical list so there's nothing to drag accidentally.
Goodbye phantom connection dots. Small dots appeared on hover suggesting you could wire steps together, but you couldn't. They're gone.
Scroll like a normal page. Long automations now scroll naturally instead of living inside a pan/zoom viewport.
Reordering is unchanged — use the up/down arrows on each step card.
[1.4.21] - 2026-04-20
Automation builder — a pile of usability fixes
Top to bottom pass over the Automation editor to make it feel like a finished tool rather than a works-in-progress one.
Paths are fully visual now. Each lane in a Path (the branching action) has a real action list you pick, configure, reorder, and delete with buttons — no more hand-editing JSON. Pick an action, fill out its sheet, drop it into the lane. The old JSON view still appears for existing Paths that contain a nested Path inside them.
Pick actions like the main flow. Lane actions open the same per-action configuration sheets used at the top level, with all the same fields, pickers, and helpers.
"The ticket that fired this automation." The Assign Technician and Update Ticket actions no longer ask you to paste {{trigger.ticket.id}} by hand. They default to the triggering ticket and offer a "specific ticket" option if you genuinely need one.
Create Ticket preserves everything. If a template or earlier edit set a contact, category, type, source, or assignee on a Create Ticket action, those stay in place when you reopen and save.
Update Ticket: no more UUID guessing. The "Assigned Technician (UUID)" text field is gone — use the dedicated Assign Technician action instead.
Send Survey has a form. Picking Send Survey now opens a real configuration screen with the sample-rate slider (default 20%) instead of an "unknown action" error.
You'll know when you've unsaved changes. Navigating away from a half-edited automation now asks before discarding.
Save errors tell you what failed. If a save is rejected for a name conflict, a validation problem, or a trigger already in use, the exact reason shows up in the toast instead of a generic "Please try again."
Retry settings are reachable. The Settings gear on the builder header now opens the retry-behavior controls (max retries, initial delay, backoff) on every automation, not just some.
Per-step controls. Each action card now shows buttons to move up, move down, duplicate, disable without deleting, and delete. Disabled steps stay in the flow but get skipped at runtime.
Meaningful action summaries. Five "Send Email" steps no longer look identical — each card shows its subject, its update count, the webhook URL, or whatever matters.
Path lane warnings. A lane with no conditions now shows a warning explaining it will match every event and hide later lanes. Save is blocked until you either add a condition or move the actions to the Otherwise lane.
[1.4.20] - 2026-04-19
Path conditions get the same pickers as ticket triggers
Pick instead of type. When you build a Path action in the automation editor, each condition now uses the same field/operator/value pickers as the ticket trigger conditions — choose Company and search the customer list, choose Assigned Technician and search the staff list, choose Status or Priority and pick from a dropdown. No more guessing field names or worrying about a misspelled customer name.
Smart value control per field. Lookup fields show a searchable combobox, enum fields show a dropdown, boolean fields show Yes/No, free-text fields stay as a regular input.
[1.4.19] - 2026-04-19
Automation now lives in Tools — not Experimental
Automation moved to the Tools section of the sidebar. It's a general availability feature now, so it shouldn't be tucked behind the Experimental toggle. You'll find it alongside Knowledge Base, Checklists, and other day-to-day tools.
Cleaned up the Experimental Features settings card so it no longer lists Ticket Automation or Documentation — both are available to everyone and have been for a while.
[1.4.13] - 2026-04-19
Helpdesk admins, realtime, and accessibility — three small follow-ups
More places to pick a helpdesk admin. The technician picker on a company's tickets tab, a person's tickets tab, the Queues view, and the "New ticket" form launched from a company or person page now lists customer-side helpdesk admins for that ticket's customer — matching how it already worked on the main ticket detail page and ticket list.
More honest realtime indicator. The "live" indicator on dashboards and ticket lists now flips off when the connection times out, not just when it cleanly closes. If you ever wondered why a stale indicator stayed green while updates stopped flowing, that's the case it was missing. Channel errors are also logged now so we can see them in telemetry.
[1.4.5] - 2026-04-18
Team member dashboard — Company Assignments
The team member page now shows every company where that technician is assigned as a primary or secondary tech. Assignments are grouped into two sections so you can see at a glance what they cover in each role, and each company name links through to its page.
[1.4.4] - 2026-04-18
Employee Documents — upload, download, and delete
The Upload button on the team-member Employee Documents card now works. Owners, super-admins, and admins can attach a file, tag it as a Job Description, Performance Review, or Other, and store it against that employee's record.
Uploaded documents show up in the list with a subtype badge and creation date. Clicking the file name or the download icon pulls a short-lived signed URL and downloads the file. The trash icon removes the file from storage and the employee record.
Employee files are not indexed by the AI search/chat pipeline — they stay in the HR record only.
[1.4.3] - 2026-04-17
Sensitive data — safer access model
Permission-based access control — Access to salary, date of birth, and other sensitive employee fields now flows through the standard role/permission system. Owners have full access by default, and per-field grants continue to give delegated read access to specific users.
Delete confirmation — Deleting a sensitive field (like a stored salary value) now asks for confirmation before removing. This prevents accidental data loss from a mis-click.
Team edit — only staff in the picker
The "add technician" dropdown on the team edit page no longer lists portal users (customer-side helpdesk admins and contacts). Only MSP staff now appear, so picking a team member is cleaner. This filter was also applied to the calendar, time tracking, asset assignment, meeting sharing, and SLA reporting surfaces where only staff should appear.
SLA reports — fast filter search for large workspaces
The Technician and Company filters on SLA Reports now use typeahead search instead of loading the entire list up front. Workspaces with more than a few hundred customers or technicians will see correct, complete options in the dropdown (previously the list was silently capped and some customers were missing from the filter).
Quieter error messages
When a save or delete fails (network error, permission denied, etc.), the app now shows a short, user-friendly message instead of a raw error. Sensitive data, goals, ticket actions, and the team-member admin pages all got this treatment.
KB video playback — iOS + scrubber fixes
Videos embedded in knowledge-base articles now play inline on mobile Safari (previously a tap did nothing on iPhone/iPad). Clicking and dragging the scrubber on desktop now seeks through the video instead of trying to drag the block itself.
Under the hood
Fairer round-robin and primary/secondary automation assignment — the "last assigned" counter is now only updated after an assignment succeeds, so a failed assignment no longer unfairly skips a technician on the next pick.
[1.4.1] - 2026-04-16
Technician Reassignment on Suspend
When you suspend a team member, you're now prompted to reassign their primary and secondary company assignments to another team member. You can pick a replacement for primary and secondary roles separately, or simply remove them from all assignments.
Company Domain Uniqueness
Email domains are now unique per company — you can no longer accidentally assign the same domain to two different companies.
When you add a domain to a company, you'll be shown any existing contacts that match and offered the option to reassign those contacts to the company in one click.
Contact Validation
Contacts now require at least an email address or phone number (previously neither was required, which led to orphaned records with no way to reach the person).
Company email is no longer required — companies without a general inbox no longer need a placeholder value.
[1.4.0] - 2026-04-16
Team Member Dashboard Overhaul
Role & Permissions, Teams, Notes, and Projects now appear directly on the team member dashboard — no need to navigate to a separate profile page to see or manage them.
Time tracking shows the last 7 days instead of just today, grouped by day with per-day totals. Each day section is collapsible so you can focus on what matters.
Lifetime ticket count loads instantly — the performance overview no longer slows down for team members with thousands of closed tickets.
Survey visibility fixed — admins and managers can now see all survey responses for a team member, even when there are many surveys across the organization.
Managers can add goals for their team members directly from the goals page (previously only the employee could add their own goals).
[1.3.3] - 2026-04-15
Improved: Automation Assignment
New "Primary / Secondary" assignment method — Automations can now auto-assign tickets to a customer's primary technician, falling back to the secondary when the primary is out of office or on vacation. If multiple primaries (or secondaries) are set on the customer, the least-recently-assigned one is chosen so workload stays balanced. If everyone on both tiers is unavailable, the ticket is left unassigned instead of going to someone who's out.
"Skip if unavailable" option for specific-technician assignments — When you pick a specific technician on an assignment action, you can now toggle "Skip if unavailable" to leave the ticket unassigned whenever that technician is currently out of office or on vacation, instead of routing work to someone who can't respond.
[1.3.0] - 2026-04-13
New: Team Member Dashboard
Manager view for each team member — Under Teams, managers can now click any team member to see a dedicated dashboard showing their current tickets, time tracked, closed tickets, goals, survey ratings, assigned assets, and upcoming availability.
Default team — Every organization now has a default team that all internal staff automatically join, making the Teams feature active from day one.
Ticket count badges on team page — The team overview now shows how many open tickets each member has, so managers can quickly see workload at a glance.
Performance overview — See lifetime tickets closed (regular vs recurring breakdown), average tickets completed per weekday, survey rating, KB articles authored, and checklists built for each team member.
Upcoming availability — OOO, vacation, and on-call periods are displayed right on the member dashboard so managers know who's available.
Hire date tracking — A new hire date field on team member profiles enables tenure display on the dashboard.
Improved: Notifications
Unread notifications prioritized — The notification bell now shows unread notifications first when opened, so you don't have to scroll past already-read items.
[1.2.12] - 2026-04-11
Improved: Feature Marketing Pages
Real product screenshots — Feature pages now show actual screenshots of the app instead of abstract illustrations, giving a more accurate preview of each feature in both light and dark mode.
Professional demo data — Company names, contact names, ticket titles, and project names throughout the product now look realistic instead of containing random characters.
[1.2.10] - 2026-04-11
Improved: Knowledge Base Editor
Drag-and-drop file indicator — The article editor now shows a visual overlay when you drag files over it, making it clear you can drop images and files directly into your article.
Updated placeholder text — The empty editor now mentions drag-and-drop support so it's discoverable from the start.
Improved: Automation Setup
"Customer" renamed to "Company" — Labels and descriptions in the automation action form now consistently use "Company" instead of "Customer ID" to match the rest of the product.
Device policy violation variables — When creating automations triggered by device policy violations, you can now insert template variables for device name, company, violation type, and details.
Template variables display correctly — Dynamic values in automation action fields now display properly instead of showing as unreadable text.
[1.2.8] - 2026-04-11
Improved: Automatic Ticket Assignment
Out-of-office and vacation awareness — Round Robin and Least Busy assignment now automatically skip technicians who are currently out of office or on vacation. Tickets only go to available team members.
Portal users excluded from rotation — Helpdesk admin and portal accounts are no longer included in automatic assignment pools.
[1.2.2] - 2026-04-10
New: Knowledge Base Attachments & Links
Attach files to knowledge base articles -- You can now upload file attachments (PDFs, spreadsheets, images, etc.) alongside articles. Attachments appear as downloads on the article page and in the customer portal.
Add external resource links to articles -- Link to external documentation, tools, or references from the article sidebar. Links are visible to both staff and portal customers.
Improved: Assets
Company name shown on asset details -- The asset details page now displays the associated company with a clickable link, making it easy to see which company owns the device.
Improved: Device Policy Automation
Automated ticket creation for policy violations -- A new "Device Policy Violation" automation trigger detects when devices fall out of compliance (outdated OS, hardware past replacement age) and can automatically create tickets or send notifications. Duplicate tickets are prevented — once a violation is flagged, it won't create another ticket until the issue is resolved and recurs.
Fixed
Documentation panel now loads correctly -- The in-app documentation panel (opened from the sidebar) was showing a "not found" error. This has been fixed.
[1.2.1] - 2026-04-10
Approver name shown in ticket timeline -- When a ticket is approved or rejected, the ticket conversation now shows the approver's name (or email) instead of "Unknown User."
[1.2.0] - 2026-04-10
New: Ticket Approval Workflow
Request approval before work begins -- Set up an automation rule so that certain tickets (e.g. from a specific company) require approval before the support team can start work. The approver receives an email with Approve and Reject buttons.
[1.1.57] - 2026-04-07
Reviewed and corrected feature page descriptions to accurately reflect what Core does today — removed claims about features that aren't built yet (form approval workflows, e-signatures, contact export, calendar integration, digest notifications, conditional form logic) and replaced evasive FAQ answers with honest, direct responses
[1.1.56] - 2026-04-06
The technician filter on the Time Entries page now only shows your MSP team members — API accounts, customer portal users, and other non-technician entries are no longer listed
Deactivated technicians are hidden from the filter by default; use the new "Show deactivated" checkbox to include them when needed
[1.1.54] - 2026-04-06
New tickets now stay marked as "new" when a customer replies, as long as no technician has interacted with the ticket yet — keeping them visible in your new tickets queue
[1.1.52] - 2026-04-05
Updated the "page not found" screen with a new video
[1.1.50] - 2026-04-04
Each feature page on the marketing site now shows its own hero illustration and highlight graphics, so what you see matches the topic (tickets, assets, knowledge base, and so on) instead of one generic layout everywhere.
[1.1.49] - 2026-04-03
Feature pages on the marketing site now use a clearer story layout: stronger introductions, organized highlights, and questions and answers that match what the product actually does.
The main Features overview page highlights how the platform fits together before you browse individual areas.
[1.1.48] - 2026-04-02
Replacement policy indicators now use the warranty start date from NinjaOne as the primary age source when no purchase date is set, providing more accurate device age calculations. The device's NinjaOne onboarding date is used as a last resort fallback.
[1.1.47] - 2026-04-02
Replacement policy indicators on the assets table now work for devices synced from NinjaOne even when no purchase date is set. The device's creation date from NinjaOne is used automatically as a fallback.
[1.1.46] - 2026-04-02
The assets table now highlights devices that are nearing or past their replacement period based on your configured policies. Rows appear yellow when a device is approaching its replacement date and red when it is overdue. Hover over the device name to see details like how many months remain or how far past the policy it is.
[1.1.44] - 2026-04-02
Tickets created by a recurring schedule now keep the same “exclude from SLA” setting as the recurring rule’s template when you turned that option on
Tickets opened from incoming email keep the full incoming message in the saved original view, so signatures and other content below the main reply are not lost
[1.1.43] - 2026-04-01
Contract information is now visible when viewing tickets — the quick view (eye icon) in the ticket list shows contracts linked to the ticket's project or all active contracts for the customer
The ticket detail page now displays the customer's contracts directly under the company name, with links to each contract, contract type, and status
[1.1.42] - 2026-04-01
New Ticket History report block — view all tickets with status, priority, company, and dates, with no time or hours data shown
New Tickets by Month report block — monthly breakdown of tickets created and closed
New Resolution Summary report block — summary cards showing total created, closed, resolution rate, and currently open tickets
All three new blocks are available for portal sharing, making them safe to share with customers
[1.1.41] - 2026-04-01
Saved custom reports now correctly show the selected company filter when loaded
SLA warning and breach notifications are no longer sent for completed tickets
[1.1.40] - 2026-03-31
[1.1.39] - 2026-03-31
Time entry filters (company, project, technician, status, type, date range) are now applied on the server — results load faster and all matching entries are always included regardless of how many total entries exist
[1.1.38] - 2026-03-31
[1.1.37] - 2026-03-31
[1.1.36] - 2026-03-30
[1.1.35] - 2026-03-30
[1.1.34] - 2026-03-30
Time entry filters (company, project, technician, status, entry type, date range) are now saved in the URL — you can bookmark, share, or refresh the page without losing your filters
Navigating between date periods (Previous/Next 14 Days) now reliably loads the correct entries
[1.1.33] - 2026-03-30
Notes you're typing in a ticket are now automatically saved as a draft — if the page refreshes (e.g. when starting a timer), your note will still be there when the page reloads
[1.1.32] - 2026-03-30
Fixed time entries not loading when changing the date range — clicking "Previous 14 Days", "Next 14 Days", or adjusting the date pickers now properly fetches entries for the selected period
[1.1.31] - 2026-03-30
Fixed time entries not showing all entries when filtering by company — entries linked to tickets for a customer now appear even when the project is associated with a different company
[1.1.30] - 2026-03-30
[1.1.29] - 2026-03-30
[1.1.28] - 2026-03-30
[1.1.27] - 2026-03-30
[1.1.26] - 2026-03-27
[1.1.25] - 2026-03-27
[1.1.24] - 2026-03-27
[1.1.23] - 2026-03-27
Fixed an issue where time entries would not appear when first opening the Time Entries page
[1.1.22] - 2026-03-25
Fixed "Exempt from SLA" toggle not saving when editing recurring tickets — the setting now persists correctly and is applied to new tickets created from the rule
[1.1.21] - 2026-03-25
Added company/customer filter to the time entries page — quickly narrow down entries by company
Company column now shows in the time entries table with a link to the customer record
Company column included in CSV exports from time entries
Added helpful tooltips on time entry column headers (Duration, Billable, Status, Type) explaining what each field means
All users can now see whether AI features are enabled for their organization, not just admins
[1.1.20] - 2026-03-24
Preview .eml email attachments directly in the ticket view without downloading
[1.1.19] - 2026-03-23
QBR reports now show "My QBRs" and "Other QBRs" sections so you can easily find your own
Other technicians' names are displayed on their QBR reports
Clicking "New QBR" now opens your existing report for that quarter instead of creating a duplicate
[1.1.18] - 2026-03-23
Click any image in ticket notes to open a full-screen preview with zoom and download
[1.1.17] - 2026-03-20
Internal updates.
[1.1.14] - 2026-03-18
Internal updates.
[1.1.13] - 2026-03-18
Internal updates.
[1.1.11] - 2026-03-15
Ticket updates (status, assignee, priority, and other fields) now appear instantly when you make a change, without waiting for a page reload.
[1.1.10] - 2026-03-14
Slack DM support: You can now message the Core Ticketing bot directly in Slack to open a support ticket. The bot will confirm the ticket number and keep the conversation going right in the DM thread. Technician replies to customer-visible notes are automatically sent back to the user in the same Slack conversation.
[1.1.8] - 2026-03-13
[1.1.7] - 2026-03-13
[1.1.4] - 2026-03-13
Added
When adding a goal you can set priority (Low, Medium, High), optional target and current value, and private notes
Goals with a target value show progress as current vs target; you can update the current value inline to recalculate progress
You can add and edit private notes on any goal
Improved
Completed goals are marked automatically and show a Completed badge; status stays in sync with progress
Goals dashboard supports fuller goal details and inline editing for measurable goals and notes
[1.1.3] - 2026-03-13
Added
Goals & OKRs is now clearly labeled as Experimental on the feature page and in the feature status overview
When adding a goal, you can optionally set a description and due date
Improved
Goals dashboard shows an Experimental label and a clearer empty state when there are no goals
Goal progress can be adjusted with a slider; completed goals are visually distinct and can be deleted
Knowledge Base and Docs sidebar items now show a tooltip on hover explaining the difference between the two
Improved
Docs panel is now draggable and resizable — position and size persist between sessions
Docs panel opens to the guide for the page you're currently on
Docs panel loads in the background so it opens without delay
[1.1.1] - 2026-03-13
[1.0.58] - 2026-03-12
Improved
Email content in tickets now displays at readable font sizes, including older voicemail notifications and emails with legacy HTML formatting
[1.0.57] - 2026-03-12
[1.0.56] - 2026-03-12
Improved
Blog post author is now auto-populated from the logged-in user's profile and displayed as an editable field in the editor
Blog editor categories and badges updated with the full set of available options
[1.0.55] - 2026-03-12
Improved
Custom dashboards now load reliably in the sidebar for all users without slowing down page load
[1.0.53] - 2026-03-12
Improved
Improved page loading performance for shared secret links and other dynamic pages
[1.0.52] - 2026-03-12
Added
Automatic expiration of stale trial accounts that skip payment setup
[1.0.51] - 2026-03-12
Improved
Trial banner now displays correctly alongside the sidebar instead of appearing behind it
[1.0.50] - 2026-03-12
Added
Time entries now track whether they were created via timer or manual entry
Pinned items are now securely stored server-side and sync across devices
Improved
Pinned items panel no longer appears on login or public pages
[1.0.49] - 2026-03-11
Added
Blog posts now display the author's avatar and name for a more personal, friendly reading experience
New manual blog editor for directly editing blog post content with markdown, without going through the AI writer
[1.0.47] - 2026-03-11
Improved
Email content in ticket conversations now auto-sizes to show the full message without scrolling
[1.0.46] - 2026-03-11
Added
Pin tickets directly from the ticket list view for quick access, with a pin icon next to the quick view button
Pinned ticket cards now display the contact name alongside the ticket number
Completed tickets are automatically unpinned with a toast notification
Manager and technician roles can now create, update, and delete categories
Improved
Asset deletion now requires the Delete Assets permission
[1.0.44] - 2026-03-11
Added
QBR Scripts: create reusable meeting playbooks with ordered sections, talking points, suggested timing, and default discussion checklists
QBR Presentation Mode: full-screen overlay that walks through script sections one at a time with linked module content, presenter notes sidebar, and live discussion checklist
QBR Discussion Checklist module: track what was covered during a meeting with per-item notes, auto-populated from script templates or added ad-hoc
Help icons on all QBR modules explaining what each module shows
Improved
SLA help icon no longer accidentally navigates to the SLA dashboard when clicked
[1.0.43] - 2026-03-11
Added
QBR Projects module showing active and recently completed projects for the quarter, with the ability to filter which projects are included in the review
[1.0.39] - 2026-03-10
Improved
Profile photos now stay consistent across team views, ticket assignments, mentions, and customer notifications
Updated profile photos now appear more reliably throughout the app after changes
[1.0.38] - 2026-03-10
Improved
Knowledge Base articles now refresh search coverage through background processing after publish and edit updates
[1.0.37] - 2026-03-10
Added
Pin tickets and knowledge base articles for quick access from any page — pinned items appear as a floating panel in the bottom-right corner
Click a pinned item to preview its details inline; double-click or shift+click to navigate to the full page
Article previews display the full rendered content in a larger reader panel so you can reference documentation while working
Pinned items persist across page navigations and browser refreshes
[1.0.36] - 2026-03-10
Improved
Notification emails now correctly display assigned technician details across all notification types
[1.0.35] - 2026-03-10
Improved
Ticket merging now transfers the original email/request content from merged tickets into the primary ticket's conversation timeline
Checklists from merged tickets are now moved to the primary ticket
Tags from merged tickets are now carried over to the primary ticket (with deduplication)
Merge preview dialog now shows checklist and tag counts for each ticket
[1.0.34] - 2026-03-09
Improved ticket timelines so customer-driven replies and follow-up updates show the customer more consistently
[1.0.33] - 2026-03-09
Improved ticket conversations so customer emails and replies appear in the right place
Made ticket activity easier to follow by keeping conversation messages separate from change events
[1.0.31] - 2026-03-09
Fixed ticket timeline view crashing when viewing closely-spaced activity items
[1.0.30] - 2026-03-09
Conversation view is now inline in the ticket activity area, replacing the sidebar panel
AI Draft response is now available for all users on ticket replies
Improved customer name and badge display in conversation messages
title: "Live chat for tickets"
date: "2026-03-08"
version: "1.0.28"
[1.0.28] - 2026-03-08
Tickets: Live Chat — real-time bidirectional chat between staff and customers directly within tickets, with presence indicators and typing status
Tickets: Start and end chat sessions on demand when a customer is online, with automatic session tracking
[1.0.27] - 2026-03-08
Tickets: Conversation sidebar now shows only messages — system activity, email notifications, and status changes are filtered out for a cleaner chat experience
Tickets: Customer and technician messages are now visually distinct with color-coded avatars and a "Customer" badge for easy identification
Tickets: Renamed "Chat" button to "Conversation" and simplified "Activity Timeline" header to "Activity"
Tickets: Foundation for live chat in place — chat sessions with real-time messaging and portal user access
[1.0.26] - 2026-03-08
Tickets: New Chat sidebar panel gives a conversation-style view of ticket activity — messages flow chronologically with system changes shown as compact inline dividers
Tickets: Quick reply input in the Chat panel with toggle between Internal Note and Customer Reply
Tickets: Activity timeline header now shows a segmented List/Timeline toggle alongside the Chat button
Tickets: Plain-text email messages now render inline instead of in oversized iframes for better readability
[1.0.25] - 2026-03-08
Automations: Automation engine now fully executes all action types — assign technician (specific, round-robin, least busy), create ticket, update ticket, send notification, and send email
title: "Knowledge Base now generally available"
date: "2026-03-07"
version: "1.0.23"
[1.0.23] - 2026-03-07
Knowledge Base: Now generally available — create spaces, write articles, and share documentation with your team and customers
Space Management: Delete empty spaces directly from the space card with a new inline action menu
[1.0.22] - 2026-03-07
Permission-Aware UI: Actions you don't have permission to perform are now hidden or disabled with clear messaging instead of failing with confusing errors
Knowledge Base: Create and edit buttons now respect your role — only users with the right permissions see actions they can actually perform
[1.0.21] - 2026-03-07
Knowledge Base: Technicians can now fully manage KB spaces — create, edit, and organize documentation alongside admins
Space Deletion: Space creators can delete their own spaces once all articles have been removed, giving teams more self-service control over their knowledge base
[1.0.19] - 2026-03-07
Sign In: Protected pages now send signed-out visitors straight to the login screen while keeping the page they were trying to open ready for after sign-in
Navigation: Access checks now stay consistent across private areas so account state changes guide people to the right destination more reliably
This release contains internal code quality improvements with no user-facing changes.
title: "KB AI draft generation streaming and editor improvements"
date: "2026-03-06"
version: "1.0.14"
[1.0.14] - 2026-03-06
KB AI Writing Assistant — Streaming Draft Generation
The "Generate Draft" button now streams the AI response in real time — content builds out progressively instead of waiting for the full response
The draft preview uses the actual article editor (read-only) so you see exactly how the content will look once inserted
Improved AI prompt produces properly structured output with headings, bullet lists, and bold text — no more raw markdown symbols or table pipes in the output
"Insert into Editor" button only appears after generation is complete; a spinner shows while streaming
Clicking the AI button without a title now shows an inline "Add a title first" hint and focuses the title field
KB Article Editor
Article editor now uses the full available width for a more comfortable writing experience similar to a word processor
AI Writing Assistant panel is now significantly wider (2/3 of the screen) so the draft preview has room to breathe
Every note and comment in the ticket timeline now shows the email delivery status inline — sent, failed, pending, or skipped
Successful deliveries show a green checkmark with the recipient's email
Failed deliveries display a prominent alert with the error details so you can take action immediately
Admin Alerts for Email Failures
Tenant owners now receive an in-app notification (priority: high) when an email delivery permanently fails after all retry attempts
A direct email alert is also sent with the ticket link, recipient, and error details
SLA Warning & Breach Email Alerts
SLA warning and breach email templates are now available with real-time SLA metrics (response/resolution progress percentages and time remaining)
Templates can be activated in Settings → Email Templates
Inactive Template Handling
Disabled email templates are now gracefully skipped instead of generating false failure alerts
title: "Knowledge Base — search, portal, AI writing, and content health"
date: "2026-03-06"
version: "1.0.9"
[1.0.9] - 2026-03-06
Knowledge Base — Phase 2–5
Search
Full-text search across all knowledge base articles
Smart search ranking that surfaces the most relevant articles, even when keywords don't match exactly
Customer Portal
Customers can browse KB spaces and read published articles from the portal
Per-article portal visibility control (space-level default, per-article override)
Customer-specific articles — restrict articles to specific customers
"Was this helpful?" feedback widget on every portal article
AI Writing Assistant
Generate a full article draft from a title
Improve selected text with custom instructions
Auto-suggest tags based on article content
Accessible via the sparkle button in the article editor
Content Health Dashboard
New dashboard showing stale, unpublished, and draft article counts
Articles show a warning banner when they are past their review date
"Mark as Verified" resets the review clock and records who verified it
Configurable review interval per article (default: 90 days)
title: "Knowledge Base rebuilt from the ground up"
date: "2026-03-06"
version: "1.0.13"
[1.0.13] - 2026-03-06
Knowledge Base: Article editing now keeps writing tools accessible while you work through longer content
Knowledge Base: AI draft generation now starts from the article title and streams results into the writing flow
[1.0.8] - 2026-03-06
Calendar: Multi-day availability events now display as a single continuous bar spanning across days, rather than appearing as separate items per day
Calendar: Week rows maintain consistent height for a uniform grid appearance
Calendar: Day column separators now extend through the full row height including the event area
Knowledge Base — rebuilt
The Knowledge Base has been completely redesigned with a cleaner, more modern approach.
What's new
Spaces — organize articles into focused topic areas (IT Policies, Onboarding, etc.), each with an optional emoji icon and internal/portal visibility setting
Articles — same rich editor as tickets, plus tags, pinning, and per-article portal visibility control
Full-text search — search across all published articles instantly from the KB home page
Portal visibility — control whether a space or individual article is visible to customers in the portal
Customer-specific articles — restrict portal articles to specific customers
Improvements
Customer merge now correctly carries over KB article customer restrictions
[1.0.6] - 2026-03-05
Updated Knowledge Base marketing page to reflect accurate multi-platform capabilities
[1.0.5] - 2026-03-05
ITIL Compliance / SLA Management promoted from Experimental to Generally Available
SLA breach and warning notifications now deliver in-app and email alerts to the assigned technician
SLA status tracking integrated into the periodic ticket-reminders function for reliable monitoring
[1.0.4] - 2026-03-05
Simplified pricing to a single Core Professional plan at $99/tech/month (or $990/year — 2 months free)
Per-seat billing now counts all team members at checkout
Redesigned pricing page with monthly/yearly billing toggle
[1.0.3] - 2026-03-05
Core is officially out of beta with a new free trial model — 14 days of Professional tier, no credit card required
Stripe billing integration with Starter ($29/tech/mo), Professional ($59/tech/mo), and Enterprise pricing tiers
Redesigned pricing page with clear plan comparison and FAQ
Subscription management via Stripe Customer Portal from Settings > Billing
Expired subscriptions are automatically redirected to the billing page
"Beta Features" renamed to "Experimental Features" across the entire app
Ticket Queues and Reports graduated from beta to generally available
Homepage and marketing pages updated with launched product messaging
[1.0.2] - 2026-03-05
Beta features are now labeled as Experimental across the app for clearer communication
[0.34.78] - 2026-03-05
Additional email recipients now correctly receive notifications when "Skip ticket contacts" is selected
Improved clarity of the notification recipient dropdown to better communicate which recipients will receive emails
[0.34.75] - 2026-03-04
Asset category and status filters now show accurate counts, including for devices synced from NinjaRMM
[0.34.74] - 2026-03-04
Improved reliability of file attachments when creating new tickets, including for portal helpdesk admin users
[0.34.72] - 2026-03-04
Improved ticket attachment behavior in edit flows to keep uploads on the correct ticket context
Added clearer in-form messaging when ticket attachments are temporarily unavailable
[0.34.71] - 2026-03-04
Added product analytics for page view tracking to help us improve the app
[0.34.65] - 2026-03-04
Fixed @mention popup incorrectly triggering when typing email addresses in ticket notes
Improved relative timestamp display to support future dates
[0.34.64] - 2026-03-02
Project names on the Time Entries page now link directly to the project detail page.
[0.34.63] - 2026-03-02
Admins can now successfully retry Everhour time-entry syncs for any team member, not just their own.
[0.34.62] - 2026-03-02
View as Company now correctly applies the selected portal role when viewing as a specific contact.
[0.34.61] - 2026-03-02
NinjaOne scheduled sync now keeps customer, contact, and device records aligned automatically.
NinjaOne sync cadence settings now drive both integrations dashboard runs and scheduled background sync behavior.
[0.34.60] - 2026-03-02
Everhour sync processing now applies stricter completion checks so successful sync outcomes stay aligned with visible time-entry status details.
[0.34.59] - 2026-03-02
Portal pages now reliably render in View as Company mode across all sections including People, Assets, Reports, and Knowledge Base.
[0.34.58] - 2026-03-02
Integration sync status indicators now reflect the most recent sync result more accurately.
[0.34.57] - 2026-03-02
NinjaOne contact association now recognizes additional username formats to increase automatic matching coverage.
NinjaOne device sync summaries now align with unique device counts shown in inventory.
[0.34.56] - 2026-03-02
Asana task sync now keeps time-entry workflows moving by automatically falling back to compact task notes when large ticket details exceed Asana limits.
[0.34.55] - 2026-03-02
Customer Portal marketing page and documentation now cover the View as Company emulation feature.
[0.34.42] - 2026-02-23
Added "Customer Contact" and "Tech" as separate columns in the Assets table view.
Assets table now scrolls horizontally when many columns are enabled, with a visible "More columns" indicator.
[0.34.40] - 2026-02-23
Improved asset inventory views to focus on active records in day-to-day workflows.
Enhanced NinjaOne asset continuity so returning devices stay tied to a single asset record.
[0.34.52] - 2026-02-12
Added "View as company" feature allowing staff to see the customer portal exactly as a specific contact would, for both Helpdesk Admin and Portal User roles.
Staff can now impersonate any contact from a company — select a role, pick a contact, and instantly see the portal through their eyes.
View-as is available from both the company detail page and the quick actions menu on the companies list.
[0.34.38] - 2026-02-12
Added make, model, and manufacturer columns to the assets table for better hardware visibility at a glance.
Device reports now display warranty expiration details pulled from NinjaOne.
[0.34.35] - 2026-02-12
Strengthened customer portal access boundaries so helpdesk administrators only work within their own company scope.
Expanded portal role protections for people and asset management to keep company data safely partitioned.
Improved portal role behavior for unassigned records so company-specific views stay focused and predictable.
[0.34.34] - 2026-02-11
Added
Assets now support "In Storage" and "Disposed" statuses for HIPAA-compliant asset lifecycle tracking
Physical Location field added to the asset form for tracking where assets are located
[0.34.32] - 2026-02-11
Improved
Saving notes on tickets with Asana integration is now instant — Asana sync runs in the background
Asana sync now retries automatically if a request fails
Portal invitations for existing team members now properly reactivate their membership
Contact portal identity is now uniquely enforced per workspace to prevent duplicate portal accounts
[0.34.31] - 2026-02-11
Improved
Time tracking clock stop is now more reliable, preventing edge cases where segments could be left open
[0.34.30] - 2026-02-11
Improved
QBR dashboards now only show QBR-specific modules, no longer displaying unrelated stats and activity cards
QBR Compliance & Security module now saves configuration and displays uploaded images in a presentation view with lightbox
QBR Questions module now shows a clean read-only view when the QBR is not in draft status
QBR status can now be changed directly from the header using a dropdown selector
[0.34.29] - 2026-02-11
Improved
New workspaces now start with an expanded set of default ticket categories including Network, Security, Hardware, Software, Onboarding, and Backup & Recovery
[0.34.28] - 2026-02-11
Improved
SLA Performance dashboard card now links directly to the full SLA dashboard for detailed analysis
Billable Changes card now includes a help icon explaining how user additions and removals are calculated
[0.34.24] - 2026-02-10
Added
Quarterly Business Reviews now include ticket category pie charts, asset highlights with aging/new hardware tabs, and a compliance & security section with screenshot uploads
QBR Recommendations Library for managing reusable strategic recommendations across QBR sessions, with random suggestion and pinning
Notes carry-forward between QBR sessions so previous meeting notes are visible when preparing the next review
Action items can now create linked tickets directly from the QBR, pre-configured as SLA-exempt and planned
SLA policies now support separate planned vs unplanned targets with classification rules based on ticket category, type, source, or recurring status
QBR SLA performance module shows separate compliance breakdowns for planned and unplanned tickets when both exist
Three-tier SLA grading system (Excellent, Good, Needs Improvement) displayed on QBR SLA modules
SLA info dialog available directly from the QBR dashboard for quick reference
Changed
QBR ticket highlights now use smart scoring criteria (high time spent, critical priority, customer waiting, long open) instead of simple priority sorting
SLA response and resolution time averages now use trimmed means to exclude outliers
QBR SLA labels now read "% Responded Within SLA" and "% Resolved Within SLA" for clarity
QBR billable changes module now shows actual contact additions and removals during the quarter
[0.34.23] - 2026-02-10
Changed
Expanded billing role assignment support across workspace team management, including Billing and Billing Administrator role selection flows
[0.34.22] - 2026-02-10
Changed
Company picker on the reports page now loads reliably when selecting filters
[0.34.21] - 2026-02-10
Changed
Billing and Billing Administrator roles now apply correctly when updating team roles
[0.34.19] - 2026-02-09
Improved
NinjaOne device sync now reliably creates assets for all synced devices, including those from newly mapped organizations
[0.34.17] - 2026-02-09
Added
Lifecycle Policies now available in Settings, covering both hardware and operating system replacement policies
New "Operating System" category for lifecycle policies, enabling OS end-of-life tracking alongside hardware
Sortable columns and server-side pagination on the Bulk Contact Association page
Supported file types info popover next to ticket attachment titles
Changed
Device sync now captures full OS details (name, build, architecture, version) instead of just OS name
"Customer" label renamed to "Company" in the asset form
[0.34.16] - 2026-02-08
Bulk contact association: Contact email is now shown in the selected suggestion and in the override dropdown so you can confirm the right person
Bulk contact association: Override field now filters contacts as you type
Bulk contact association: Smarter confidence scoring for suggestions (e.g. full-name and first-initial-plus-last-name matches score higher)
Bulk contact association: Username labels no longer show trailing parenthetical text (e.g. "console") when matching to contacts
Bulk contact association: Added "No contact — skip for now" so you can clear a suggestion without choosing a different contact
[0.34.15] - 2026-02-08
Improved ticket notification reliability: Customer notes included with ticket updates now reliably appear in email notifications
[0.34.13] - 2026-02-08
NinjaOne device sync reliability: Resolved an issue where syncing large device inventories could fail when NinjaOne returned duplicate devices
[0.34.5] - 2026-02-07
Email signatures: Outgoing emails now include a professional signature block featuring the technician's avatar photo and your company icon
[0.34.3] - 2026-02-07
Integration branding: Integration settings pages and the sync dashboard now display official company logos for Slack, Asana, NinjaOne, Everhour, ProjectWorks, Xero, and QuickBooks
[0.34.8] - 2026-02-06
Scheduled NinjaOne sync: Set your NinjaOne device sync to run automatically on an hourly, daily, or weekly schedule from the integration settings page
Mapping review notifications: Owners and admins now receive inbox notifications when NinjaOne organizations need mapping or devices need contact assignment, with direct links to the review pages
Dedicated organization mapping page: Review and map NinjaOne organizations to customers from a full-page view with a clear "all mapped" completion state
[0.34.4] - 2026-02-06
Billing period ledger: Billing history is now preserved permanently — removing a billable item from a contract no longer erases its historical billing data from reports
[0.34.2] - 2026-02-06
Interactive organization mapping: Manually review and map NinjaOne organizations to Core customers from a new side panel, with fuzzy name matching, auto-suggestions, and save-and-sync in one flow
[0.34.0] - 2026-02-06
NinjaOne device reports: New device reports showing devices by company, device age breakdown, and warranty status with filterable views
EOL replacement recommendations: Configure device replacement policies by category and customer, then view recommendations for devices approaching or past end-of-life
Bulk device-to-contact assignment: Assign NinjaOne-synced device assets to contacts in bulk from the company assets page
Bulk contact association: Automatically match NinjaOne device users to contacts using intelligent username-to-email pattern matching with confidence scoring
NinjaOne devices on tickets: See which NinjaOne devices belong to a ticket's contact directly in the ticket sidebar, with one-click links to open each device in NinjaOne
[0.33.27] - 2026-02-06
[0.33.9] - 2026-02-05
Improved
Thread reply mentions - Mention suggestions now limited to internal team members only
[0.33.7] - 2026-02-05
Improved
Thread reply mentions - @mention team members directly in ticket conversation threads with autocomplete
Report Exports: Enhanced Excel export reliability for all reports
[0.32.50] - 2026-02-04
Added
Email Notification Tracing: New admin tool to debug email notifications by tracing ticket events, viewing trigger documentation, and understanding the complete notification flow
[0.32.49] - 2026-02-04
Added
Help Center Guides: New documentation for file management, categories & tags, activity tracking, goals & OKRs, and domain management
[0.32.48] - 2026-02-04
Improved
Resource Library: All downloadable guides, templates, and case studies on the Resources page are now available as PDF for easier reading and sharing
[0.32.47] - 2026-02-04
Improved
Agent Flow Runner: Run and monitor automated test flows directly from the admin panel with real-time status polling
[0.32.46] - 2026-02-04
Improved
Advanced Sorting Interface: Streamlined ticket sorting configuration with a unified side panel that keeps all controls visible and accessible in one place
Features Admin Panel: Enhanced feature management dashboard with integrated agent flow monitoring and testing capabilities
[0.32.45] - 2026-02-03
Added quick billing access button to contracts grid for faster navigation
[0.32.42] - 2026-02-02
(No user-facing changes.)
title: "January 30, 2026"
description: "Slack integration and reliability improvements"
[0.32.40] - 2026-01-30
Improved
Slack ticket creation now shows a ✅ reaction on the original message for visual confirmation
[0.32.39] - 2026-01-30
Fixed
Slack ticket creation now works correctly
[0.32.38] - 2026-01-30
Improved
Slack integration setup is now more reliable
[0.32.37] - 2026-01-30
Improved
Integrations page now has a cleaner, more compact design with streamlined action buttons
[0.32.35] - 2026-01-30
Improved
Refreshed header navigation with a cleaner, modern design
[0.32.33] - 2026-01-30
Improved
Dashboard modules now load faster and more reliably
[0.32.32] - 2026-01-30
Improved
QBR canned questions are now available for all workspaces: new workspaces receive them automatically, and default questions are included for existing workspaces
[0.32.29] - 2026-01-30
Improved
Search prompt is now clickable to start searching
[0.32.28] - 2026-01-30
Fixed
Slack integration connection flow now works correctly in production
title: "January 29, 2026"
description: "Dashboard customization and Slack integration"
[0.32.26] - 2026-01-29
Added
Slack integration now available in the New Integration dialog for easier setup
[0.32.25] - 2026-01-29
Fixed
Newly created dashboards now automatically appear in the sidebar
[0.32.24] - 2026-01-29
Added
Slack ticket integration: Create tickets directly from Slack messages using emoji reactions
Dashboard customization panel with improved layout and visibility controls
Expanded color palette for dashboard icons including darker color options
[0.32.23] - 2026-01-29
Changed
Dashboard stats and activity cards now load data from the server for reliable display on the main dashboard
Improved checklist clipboard import with better support for Word documents
Enhanced image extraction when importing checklists from rich text content
Better handling of notes and descriptions in imported checklist items
[0.30.0] - 2026-01-23
Added
Ticket Checklists: Add checklists to tickets from templates or create one-off checklists on the fly
Checklist Templates: Create reusable checklist templates for common procedures, with optional customer-specific templates
Checklist Notes: Add notes to individual checklist items to document processes or capture additional details
Real-time Checklist Updates: Checklists update in real-time across all users viewing the same ticket
Company Search by Abbreviation: Search for companies by their abbreviation in addition to their name
Changed
Ticket Time Summary Report: Now correctly filters time entries by the selected date range
[0.29.37] - 2026-01-22
Added
Billables Report Category Breakdown: View ticket counts per company for each category in the billables report
Parent Category Selection: Selecting a parent category in billables report filters automatically includes all child categories
Changed
Billables Report: Enhanced category summary to show detailed breakdown of tickets and hours by company and category
[0.29.36] - 2026-01-22
Added
Scheduled Flat-Rate Add‑Ons: Set flat-rate billing items to bill on a custom cadence (monthly, yearly, or every N months) with a next billed date
Changed
Billing Reports: Flat-rate add‑ons appear in reports only in the months they're due
Ticket Merge Workflow: Improved handling for forms linked to tickets during merges
Assets Workflow: Improved company assets editing flow to keep you in context
[0.29.33] - 2026-01-22
Added
Bulk Asset Insert: Add multiple assets at once using a spreadsheet-like interface with inline editing
CSV Asset Import: Import assets from CSV files with validation, preview, and error reporting
Asset Import Template: Downloadable CSV template with instructions and examples for bulk asset imports
Changed
Asset Management: Improved bulk operations workflow with header-based actions for faster asset entry
[0.29.26] - 2026-01-20
Added
Flat-Rate Billing Items: Add organization-wide billing items that aren't tied to specific contacts, such as "Cloud Server Administration" or "Network Management" services, billed as flat monthly fees
Billing Mode Selection: Choose between "Per Contact" and "Flat Rate (Org-wide)" when adding billing unit types to contracts, allowing mixed billing models on the same contract
Changed
Billing Items Management: Improved billing items interface with a two-column layout showing billing unit types on the left and flat-rate items alongside per-contact assignments on the right
Contract Billing: Billing items are now available on all contract types, not just per-user contracts, enabling add-on services and flat-rate charges on any contract
[0.29.24] - 2026-01-19
Added
Contract File Uploads: Drag and drop functionality for uploading files when creating or editing contracts
SLA Exempt Functionality: Mark tickets as exempt from SLA policies with helper dialog explanations
Technician Role Filter: Filter companies by technician role with a dropdown on the companies page
Technician Columns: Display technician columns with primary (P) and secondary (S) labels in the companies table
Technician Avatar Tooltips: Show role labels in technician avatar tooltips for better context
Changed
Contact Management: Contact deletion now archives contacts instead of permanently deleting them to preserve ticket history
[0.29.6] - 2026-01-16
Added
Ticket Followers: View internal (technicians) and external (contacts) followers directly in the ticket detail page sidebar
[0.29.4] - 2026-01-16
Added
Automation Retry Configuration: Configure automatic retry behavior for automations with customizable retry limits, delay intervals, and exponential backoff multipliers to handle transient failures gracefully
Changed
Automation Testing: Enhanced test automation dialog with improved sample data templates and better visualization of execution results
Automation Triggers: Improved trigger configuration interface with clearer options and better validation
[0.28.19] - 2026-01-16
Added
Custom Report Builder: Build personalized reports by selecting from 10 reusable data blocks across Operations, Customers, Tickets, and Billing categories. Save, load, duplicate, and share custom report configurations with your team
Changed
Custom Reports: Improved user experience with automatic scrolling to results, clearer button states during generation, and clickable report block cards for easier selection
Company Notes: Enhanced display with larger text and background highlighting for better readability
[0.28.8] - 2026-01-14
Added
Multiple Company Phone Numbers: Companies can now have multiple phone numbers with custom labels and descriptions (e.g., "HQ Main Line", "Support Hotline", "Regional Office - Dallas"). Phone numbers are displayed on company pages and tickets with an expandable dropdown for multiple numbers. One phone can be marked as primary
Billing Unit Coverage Report: Added a new report to view billing unit coverage with quick assignment capabilities
[0.28.7] - 2026-01-12
Added
Mobile Company Phone Numbers: Company phone numbers are now visible on mobile devices for easier access while on the go
Contact Information in Tickets: Users can now view all contact emails and phone numbers directly in tickets for faster communication
Billing Unit Merging: Added support for merging companies with billing unit assignments, preserving billing relationships during company consolidation
Contract Billing Models: Added ability to set billing models on contracts for more flexible pricing structures
Improved
Contracts and Billing Workflows: Improved contracts and billing workflows with enhanced usability and clearer organization
Company Terminology: Updated user interface terminology from "Customers" to "Companies" throughout the application for clearer communication
[0.28.0] - 2026-01-10
Added
Notification Inbox: Added in-app notification inbox system with realtime badge updates for ticket assignments and customer replies
Notification Management: Added ability to view, mark as read, and manage notifications from a centralized inbox
Realtime Notifications: Added realtime notification badge that updates instantly when new notifications arrive
Auto-Mark as Read: Added automatic marking of ticket notifications as read when visiting the related ticket page
[0.27.4] - 2026-01-09
Added
Billing Unit Types System: Added comprehensive billing unit types system for tracking and billing customers based on recurring billing items (users, licenses, devices, etc.) with drag-and-drop ordering and customizable rates
Billing Unit Types Report: Added new Billing Unit Types report with Excel export and company breakdown showing costs and unit counts
Multiple Billing Unit Types per Contact: Added ability to assign multiple billing unit types per contact on contracts for more flexible billing scenarios
Billing Unit Information in Reports: Added billing unit type information to Billables Report for better visibility into unit assignments
Improved
Billing Unit Assignment Workflow: Improved billing unit assignment workflow with multi-step form and enhanced type visibility
Billing Unit Types UI: Improved billing unit types interface with auto-populated default rates and better organization
Contract Forms: Improved contract forms with better billing unit type integration and rate management
Portal User Permissions: Improved portal user ticket editing permissions with more granular controls for customer and helpdesk admin roles
[0.27.1] - 2026-01-07
Added
Meeting Recording and Transcription: Record and transcribe meetings with speaker labeling and automatic summarization
SLA Policy Assignment: Added ability to assign SLA policies to contracts for automated service level tracking
Contract SLA Features: Added SLA display, back button, and SLA filter to contracts page for better contract management
Phone Extensions: Added extension field for work phone numbers with improved handling and formatting
Ticket Links in Emails: Added ticket link to Ticket Reopened email notifications for easier access
Timeline View: Added timeline view for ticket activities and time entries providing chronological visualization
Everhour Project Sync: Enabled Everhour sync for project-only time entries with filtering options
Improved
SLA Policy Management: Improved SLA policy management and display with better visual consistency
SLA Time Display: Improved SLA time display to show business days vs calendar days for clearer understanding
Phone Extension Handling: Improved phone extension handling with better formatting and support for custom pauses
Contract Management: Improved contract detail page UI with enhanced navigation and data organization
Contract Import: Moved contract import button to header for better accessibility and workflow
Timeline View: Improved ticket timeline view for mobile devices with better responsive design
Timeline Navigation: Reversed timeline view orientation for more intuitive chronological flow
Everhour Integration: Improved reliability of Everhour sync for Asana-linked time entries
[0.24.58] - 2026-01-02
Added
Timeline View: Added timeline view for ticket activities and time entries, providing a chronological visualization of all ticket interactions
Improved
Tag Display: Improved tag display on ticket details page with more compact and visually consistent styling
Form Builder: Enhanced form builder saving and ticket creation workflow for better user experience
Ticket Form: Ticket form now automatically clears after successful ticket creation
Form Templates: Updated Employee Offboarding form template with improved structure
[0.24.43] - 2025-12-31
Improved
Recurring Tickets Management: Enhanced recurring tickets table with sorting, pagination, and filtering capabilities for better organization and navigation
Recurring Tickets Search: Added search functionality to quickly find recurring ticket rules by name
Recurring Tickets Filters: Added filters to show tickets with next run scheduled for today and to include disabled rules in the view
Recurring Tickets UI: Improved recurring tickets page layout and styling for consistency with the main tickets view
[0.24.42] - 2025-12-26
Improved
Interactive Element Feedback: Enhanced cursor behavior on buttons, select inputs, and tabs to provide clearer visual feedback when hovering over interactive elements
[0.24.41] - 2025-12-23
Added
Queues Management: New queues page with hierarchical categories and automation foundation for organizing and managing ticket workflows
File Attachments for Notes: Technicians can now attach files to notes and recommendations
Shareable Report Links: Reports now support URL parameters for creating shareable links
Billables Report Enhancements: Added category filtering and ticket completion date filtering to the billables report
Contract Filters: Added searchable company and project filters to the contracts list
Ticket Classification Reordering: Drag-and-drop reordering for ticket classification settings
Parent Category Display: Parent category names are now displayed in subdued text when selecting categories
Non-Selectable Parent Categories: Parent categories can no longer be directly selected, improving category organization
Improved
Ticket Classification Management: Enhanced ticket classification management with live preview functionality
Ticket Settings Navigation: Added URL state for ticket settings tabs, allowing users to bookmark and share specific settings views
Note Form Animation: Added animation when opening note forms to improve visibility and user experience
Email Content Display: Email content in ticket timeline now supports clickable links and includes a full-screen view option
Technician Notes Interface: Refined technician notes UI for better consistency and improved contact page layout
[0.24.30] - 2025-12-19
Added
Tagging System: New flexible tagging system for tickets, contacts, customers, and assets to help organize and categorize records
Tags in Ticket Creation: Users can now add tags when creating new tickets
Portal View Preferences: Customer portal helpdesk administrators can now customize their view preferences
Improved
Portal Invitations: Enhanced error handling and email delivery for portal invitations
Contact Creation in Tickets: Improved experience when creating new contacts from the ticket form, preserving form state and showing newly created contacts
Contact Deletion: Better permission controls and error handling for contact deletion
Ticket Form: Fixed initialization to ensure company and contact are properly pre-selected when creating tickets
Navigation: Enhanced 404 page with better navigation and error handling
Icon Consistency: Updated icons across ticket categories, types, and tags for a more cohesive interface
Windows Scrolling: Fixed scrolling issues on the tickets table for Windows users
Dialog Layering: Improved layering so dialogs and drawers display correctly when multiple are open
[0.24.21] - 2025-12-18
Added
Multiple Contact Merge: Users can now merge multiple contacts at once, making it easier to consolidate duplicate contact records
Multiple Ticket Merge: Users can now merge multiple tickets simultaneously, streamlining ticket consolidation workflows
Changed
Improved Merge Review Dialog: The contact and ticket merge review dialogs now have a larger layout for better visibility of merge details
[0.24.17] - 2025-12-17
Added
Multiple Email Domains for Companies: Companies can now be configured with multiple email domains
Category Access for Portal Users: Portal users can now access and view categories
Changed
Sidebar Keyboard Shortcut: Disabled Cmd/Ctrl+B keyboard shortcut for sidebar toggle to prevent conflicts
[0.24.16] - 2025-12-17
[0.24.11] - 2025-12-17
Added
Start Date for Recurring Tickets: Recurring tickets can now be configured with a specific start date
Multiple Primary and Secondary Technicians: Companies can now have multiple primary and secondary technicians assigned
[0.24.10] - 2025-12-16
Added
File Attachments in Ticket Updates: File attachments from customer notes now appear in the ticket changes and updates timeline
Executive Summary Report: New executive summary report with PDF export capability for comprehensive business insights
Media Playback Support: Audio and video files can now be played directly from file attachments
Customer Search in Reports: Customer picker on reports page is now searchable for easier selection
Email Template Validation: Validation warnings help ensure email templates are properly configured
Improved
Search Experience: Search now submits on Enter key press with improved result ranking
Email Notifications: Customer note comments and attachment links are now included in email notifications
[0.24.9] - 2025-12-16
Added
Advanced Ticket Sorting: Tickets can now be sorted by status with advanced sorting controls
Status Order Editor: New side sheet interface for managing ticket status order with intuitive arrow controls
Report Time Metric Tooltips: Added helpful tooltips to reports that clarify time-based metrics
Improved
Mobile Ticket Display: Ticket titles are now more visible on mobile devices
Mobile Calendar Events: Calendar events now show "Out of Office" status on mobile devices with improved capitalization
Resource Downloads: Enhanced download functionality and button states on resource pages
: Improved real-time updates for unassigned tickets on the dashboard
[0.24.8] - 2025-12-15
Added
Profile Image Upload: Users can now upload and manage their profile images
Technician Avatars: Ticket listings now display technician avatars instead of names for a more visual experience
Customer Reply Notifications: Technicians are automatically notified when customers reply to tickets
Email Delivery Status Indicators: Failed email deliveries now display prominent status indicators
Email Read Permissions: Technicians and managers can now read email content
Improved
Ticket Column Headers: Updated column headers to show "Tech" instead of "Assigned To" for clearer labeling
Reports: Reports now load faster
Ticket Activity Timeline: Portal users now see names instead of IDs in the ticket activity timeline
Contact and Asset Filters: Enhanced filtering options for contact and asset management
Dashboard Ticket Display: Improved consistency in how tickets are displayed on the dashboard
Email Signature Display: Email signatures now maintain proper image sizing and layout
[0.24.1] - 2025-12-10
Added
Inline Ticket Title Editing: Tickets can now be edited directly in the table by clicking on the title field
Company Name Sorting: Tickets table now supports sorting by company name
SLA Pause Statuses: Added "on hold" and "appointment scheduled" as valid SLA pause statuses
SLA Permissions: Added SLA permissions to the permissions management system
Follower Name Tooltips: Follower names are now displayed on hover in the tickets table
Ticket Counts for Contacts: Contact listings now display ticket counts for each contact
Improved
Active Company Filtering: Companies page now defaults to showing only active companies
Active Contact Filtering: Contacts page now defaults to showing only active contacts
Search Query Handling: Search queries now automatically trim leading and trailing spaces
File Upload Capacity: File upload system now supports larger file sizes
Email Notification Dates: Email notification items now display dates before expanding
Ticket Activity Timeline: Improved layout for better conversation visibility
Priority Display: Priority cells now display full formatted priority names instead of abbreviations
[0.23.39] - 2025-12-09
Added
Dual-Column Activity Timeline: Activity timeline now displays in a two-column layout with conversations on the left and changes/updates on the right for better organization
Customer Merge Utility: Added ability to merge duplicate customer records, consolidating all related data including contacts, tickets, assets, contracts, and projects
Recurring Ticket Followers: Recurring tickets now support adding followers that will be included in all generated tickets
Timeline Timestamps: All timeline items now display timestamps showing when activities occurred
Activity Classifications: Work type, issue type, and sub-issue type are now displayed on activity timeline items
Contract File Management: Contract file uploads are faster and you can now delete files with a confirmation prompt
Persistent Column Preferences: Tickets table column visibility preferences now persist across sessions
Improved
Ticket Status Colors: Updated ticket status badges with a bold color palette for better visual distinction
Email Date Format: Email notification timestamps now show date before time for improved readability
Recurring Ticket Due Dates: Recurring tickets now use relative date offsets instead of absolute dates for more flexible scheduling
Activity Timeline Display: Customer and internal notes are now shown separately when both exist, with clear labeling
Tickets Table Layout: Improved column width distribution to better utilize available screen space
Classification Labels: Added clear labels ("Work Type:", "Issue Type:") to classification badges for better clarity
[0.23.25] - 2025-12-05
Added
Ticket Deletion: Technicians can now delete tickets and recurring ticket rules
Calendar Technician Editing: Added ability to edit technician field when editing calendar items
Improved
Tickets Table Editing: Improved styling consistency across all editable fields in the tickets table
Activity Timeline: Multiple field changes from the tickets table now appear as a single grouped activity block
Customer Name Editing: Improved customer name editing experience in tickets table
[0.23.24] - 2025-12-04
Added
Email Domain Management: Added email domain field to customer forms and display in customer headers for better email organization and matching
Plain Text Paste: Added support for pasting plain text content into ticket message editor
Infinite Scroll: Added infinite scroll to customer list on ticket creation page for easier browsing
Helpdesk Admin Invitations: Users with contact update permissions can now invite helpdesk admins
Contact Merge: Added ability to merge duplicate contacts with automatic data consolidation
Improved
Contact Search: Improved contact search and filter layout for better usability
Ticket Merge: Improved ticket merge messaging and added clickable links to merged tickets in activity feed
Tickets Table: Tickets table now automatically updates to respect active filters when tickets change in real-time
[0.23.13] - 2025-12-03
Improved
Version Display: Improved visual separation between the version number and unread updates indicator in the sidebar, making it clearer that they are separate pieces of information
[0.23.11] - 2025-12-02
Improved
Email Branding: Ticket notification emails now display your company name as the sender instead of just the email address, making emails more professional and recognizable to customers
Activity Timeline: Field changes are now visible in the activity timeline when adding internal notes, providing better visibility into what changed on a ticket
Email Formatting: Improved email formatting by cleaning up unnecessary HTML tags and whitespace, resulting in cleaner email notifications
Time Tracking: Fixed Everhour time entry links to use the correct task format for better integration
Fixed
Ticket Customer Assignment: Fixed issue where customer assignment wasn't working correctly on tickets
Customer Selection: Fixed error message that wasn't clearing properly after selecting a customer
Ticket Display: Fixed ticket title overflow issue on ticket detail pages that was cutting off long titles
Time Entry Links: Fixed Everhour time entry links to use project-based URL format for internal projects
[0.23.9] - 2025-12-02
Fixed
Theme Switching: Fixed theme switching issue where light mode wouldn't apply correctly when system preference was set to auto/dark mode
Theme Preference Updates: Fixed permission errors when users tried to update their own theme preference
Improved
User Preferences: Users can now update their own theme preference and timezone settings without requiring admin permissions
[0.23.8] - 2025-12-01
Added
Time Tracking Sync Status: Time entries now display sync status with clickable links to view tasks in Everhour and Asana
Everhour Sync Retry: Ability to retry failed time entry syncs with detailed status information
Asana Task Creation: Time entries without tickets are now automatically created as tasks in Asana for synced projects
Project Management from Tickets: Change company default project directly from the ticket details page
Activity Timeline Redesign: Completely redesigned activity timeline with improved visual hierarchy and email content display
Ticket Sidebar Quick Actions: New segmented button in tickets sidebar for quick access to create new tickets
Contact Email Display: Email addresses now shown for contacts in lists when duplicate names exist
Technician Availability Indicators: Visual indicators showing technician availability in ticket forms and lists
Searchable Company Filters: Searchable company filters across tickets, contacts, assets, and projects pages
Improved
Terminology Update: "Customers" has been renamed to "Companies" throughout the application for better clarity
Activity Timeline: Enhanced visual hierarchy with better grouping and email content display in activity feed
SLA Progress Display: Improved SLA progress bar display with clearer messaging
Technician Search: Enhanced technician search functionality in calendar availability forms
Ticket Forms: Contact emails and technician availability now visible when selecting contacts and technicians
Time Entry Sync: Improved time entry synchronization with Everhour
[0.23.4] - 2025-11-29
Performance Improvements
Major performance upgrades for Tickets and Dashboard pages with parallel data loading
New Ticket form now opens instantly due to optimized data fetching
Customer and Contact detail pages now load significantly faster
Dashboard charts and rich text editors now load on-demand to speed up initial page load
Fixes
Fixed font display issues to prevent layout shifts
[0.23.2] - 2025-11-29
Improvements
Ticket resolution emails now only display resolution notes when provided, eliminating blank sections
[0.23.1] - 2025-11-29
Improvements
Improved service account indicators throughout ticket interface to accurately reflect contact type
Enhanced customer assignment controls to prevent accidental changes for regular contacts
Tickets now automatically update when converting contacts between service accounts and regular contacts
[0.23.0] - 2025-11-28
Added
SLA Management System: Complete service level agreement management system for tracking and monitoring ticket response and resolution times
SLA Dashboard: New dashboard page with compliance metrics, visualizations, and real-time SLA tracking for tickets
Business Hours Configuration: Configure business hours and business days to define when SLA timers are active
Holiday Management: Set company holidays that automatically exclude days from SLA calculations
Contract SLA Configuration: Assign SLA policies to contracts with customizable response and resolution targets
SLA Tracking: Automatic tracking of ticket SLA compliance with visual indicators and status updates
SLA Reports: Reporting dashboard for analyzing SLA performance and compliance metrics
SLA Settings: Dedicated settings page for managing SLA policies, business hours, and holidays
[0.22.1] - 2025-11-28
Added
Enhanced Chat Interface: Migrated chat interfaces to use the new AI Elements Conversation component for improved user experience
Silent Ticket Updates: Support for silent ticket updates that don't trigger notifications to customers
Auto-Reply Detection: Automatic detection of auto-reply emails to prevent unnecessary ticket updates
Silent Status Changes: Ability to change ticket status silently without generating customer notifications
Improved
Blog Writer Chat UI: Improved blog writer chat interface with fixed height chat area and scrollable content for better usability
[0.22.0] - 2025-11-28
November 25, 2025
[0.21.1] - 2025-11-25
Added
Real-Time Unassigned Tickets Dashboard
The dashboard now displays new unassigned tickets that update automatically as they arrive, replacing the previous urgent items view. Teams can see tickets awaiting assignment instantly without refreshing, helping ensure faster response times.
[0.20.3] - 2025-11-25
Added
Everhour Integration for Internal Projects
Time entries for internal projects can now be automatically synced to Everhour, streamlining time tracking across both platforms for internal work.
Enhanced Contact Search
Global search now supports finding contacts by email address and phone number in addition to name, making it faster to locate specific customer contacts.
Improved
Internal Project Visibility
Internal projects are now filtered on the projects page based on user role, ensuring users only see projects relevant to their access level.
Technician List Organization
Technicians now appear in alphabetical order throughout the application, making it easier to find specific team members in dropdowns and lists.
Dynamic Page Metadata
Detail pages for tickets, assets, people, customers, contracts, and projects now display dynamic metadata in browser tabs, providing better context when multiple tabs are open.
Ticket Assignment Protection
The system now prevents assigning tickets to suspended technicians while still maintaining visibility of existing assignments, ensuring active tickets are only assigned to active team members.
November 24, 2025
[0.19.40] - 2025-11-24
Added
Billable Status Visibility
Time entries now clearly display their billable status in the time entries table, making it easy to see at a glance which work is billable and which is non-billable.
Improved
Manual Time Entry Project Selection
Manual time entries created from the global timer now support selecting from all available projects, not just the currently active timer project. When multiple projects are available, a project dropdown appears in the manual time entry dialog, making it easy to log time for any project without needing to change the active timer first.
Smart Billable Status Defaults
Time entries now automatically inherit the billable status from their associated project. When creating a manual time entry or tracking time on a ticket, the billable checkbox will match the project's setting by default, while still allowing manual override when needed.
Focused Project Selection
Project selection lists for time entries now show only active, planning, and on-hold projects, hiding completed and cancelled projects to reduce clutter and make it easier to find the projects you're actively working on.
Real-time Project Updates
The global timer's project list now updates automatically when project statuses change, without requiring a page refresh. When a project is completed or cancelled, it's immediately removed from the available options.
[0.19.39] - 2025-11-24
Added
Feedback Response System
Added a comprehensive feedback response system that allows teams to respond directly to customer feedback with rich text formatting. Responses can be sent as emails to customers or saved as internal notes. The system supports multiple responses per feedback item, creating a conversation thread that helps track all interactions.
Rich Text Editing for Feedback Responses
Added rich text editing capabilities to feedback responses, allowing teams to format their messages with bold, italic, lists, and other formatting options. Email addresses are now automatically clickable throughout the feedback interface.
November 23, 2025
[0.19.37] - 2025-11-23
Added
Configurable Contract Types
Customize contract categorization for your workspace. Add, edit, and remove contract types through a dedicated settings page. New workspaces start with default contract types (Recurring Service, Block Hours, Fixed Price, Time & Materials) that can be customized to fit your organization.
Arizona Timezone Support
Added Arizona timezone option for technicians and contacts, expanding timezone coverage for users in the Mountain Time Zone.
Team Member Invitation Tracking
Added tracking to show when team member invitations were last sent, providing visibility into invitation history and helping administrators manage team onboarding.
Improved
Team Member Profile Status Display
Improved team member profile status display to better show member status. The interface now hides join dates when members haven't accepted invitations and displays clear "Account suspended" messaging for suspended accounts.
Ticket Counts and Technician Filtering
Ticket counts and technician filtering are now faster and more accurate throughout the application.
November 22, 2025
[0.19.34] - 2025-11-22
Added
Autotask Import Enhancements
Enhanced the Autotask import process with improved customer, technician, and contact mapping. Import now supports automatic matching by name, email, and phone number, making it easier to map external data to existing records. Added a completed-only filter to import only finished tickets.
Email Template Subject Line Notice
Added a helpful notice in the ticket creation email template editor explaining that subject lines are preserved from the original ticket, helping users understand how email notifications work.
Improved
Time Entry Display
Time entries throughout the application now display in readable time formats (hours and minutes) instead of decimal hours, making it easier to understand time spent on tickets and projects.
Email Notification System
Email notification system improvements make it easier to customize email templates.
Waiting Customer Reminder Emails
Updated waiting customer reminder emails to show friendly "Waiting for your response" messaging instead of technical status codes, providing a better customer experience.
Contact Creation from Tickets
Fixed an issue where contacts created from the ticket edit page would flash and disappear. Contacts are now properly added to tickets and remain selected without redirecting away from the ticket edit page.
Customer Portal Ticket Attachments
Enhanced ticket attachment functionality in the customer portal with improved file handling and display.
November 21, 2025
Added
Customer Replied Status
When customers reply to completed tickets (via email or portal), the ticket now changes to a new "Customer Replied" status instead of automatically reopening. This gives technicians a chance to review the response before deciding how to proceed.
How it works:
Customer replies to a completed ticket → Status changes to "Customer Replied"
Assigned technician receives an email notification
Technician can review and decide:
Close it again if it's just a "thank you"
Change to "In Progress" if real work is needed
Set any appropriate status based on their workflow
This prevents false reopening for courtesy messages while ensuring real issues get attention.
Ticket Reopening Email Template
Tickets now send a "Ticket Reopened" notification to customers when reopened from completed status. The email includes:
Who reopened the ticket
The reason for reopening
Updated ticket status
Clear indication that work will continue
Improved
Open Tickets Filter
All "My Open Tickets" links and filters now include the "Customer Replied" status, ensuring these tickets appear in your active ticket views and don't get missed.
November 20, 2025
Added
Email Notification System
New email notifications to keep everyone informed about ticket updates:
Satisfaction Surveys: Managers can now send satisfaction surveys to companies directly from tickets
Due Soon Reminders: Automatic email reminders are sent to assigned technicians when tickets are due within 24 hours
Waiting Company Reminders: Companies receive friendly reminders when tickets are waiting for their response, helping prevent tickets from going stale
Ticket Merge Notifications: When tickets are merged, all affected contacts are automatically notified
Smart Auto-Close: Tickets waiting for company response for extended periods are automatically closed with a friendly resolution message
Contact Tickets Page
Individual contacts now have their own tickets page, making it easy to view all tickets associated with a specific person.
Enhanced Search Experience
Global search now supports ticket numbers, making it faster to find specific tickets. The search interface provides clearer feedback and only searches when you've entered enough characters.
Improved
Notification Reliability
The notification system now automatically retries failed deliveries, ensuring important updates reach their recipients even if there are temporary issues.
Ticket Activity Timeline
Ticket activity timelines now display more accurate information, showing ticket type changes and issue type relationships more clearly.
Fixed
Technician Names in Updates
Status update emails and notifications now correctly show the actual technician's name instead of a generic "Our support team" message, providing better transparency about who is working on tickets.
v0.19.14
Added
Project Selection for Time Tracking
When customers have multiple projects, users can now select which project to track time against directly from the time tracking interface. The selected project is always displayed, making it clear which project time will be recorded against.
v0.19.0
Added
Time Tracking Visibility on Tickets
Time tracking information is now displayed directly in the ticket header, making it easy to see time spent on tickets at a glance.
Helpdesk Admin Portal Access to People and Assets
Helpdesk admin portal users can now view People and Assets pages in read-only mode, providing better visibility into organizational resources.
Assigned Technician Visibility for Portal Users
Portal users can now see which technicians are assigned to their tickets, improving transparency and communication.
Improved
Enhanced Portal Ticket Management
Helpdesk admin portal users now have improved ticket management capabilities with a more streamlined experience.
Better Mobile Experience for Ticket Details
Ticket detail pages now have an improved mobile layout, making it easier to view and manage tickets on mobile devices.
Improved Portal Invitation Experience
The portal invitation flow has been enhanced to provide a smoother onboarding experience for new portal users.
File Upload Validation
Portal file uploads now include file type validation to ensure only appropriate files can be uploaded to tickets.
v0.18.0
Improved
Enhanced Table Filtering Experience
All data tables now display filter counts next to each option, making it easier to see how many records match each filter value. Filter counts update dynamically based on other active filters, providing real-time visibility into your filtered data.
Improved Multi-Select Filtering
Multi-select filters now work correctly across all tables. You can select multiple values for status, priority, customer, technician, and other filters, and the table will show all matching records.
Better Filter Reset Functionality
The reset button on all tables now properly clears all active filters and search queries, providing a quick way to return to the default view.
v0.17.70
Added
Automatic Ticket Organization in Asana
Tickets are now automatically organized into a dedicated "Tickets" section in Asana boards when timers stop. The Tickets section is created automatically if it doesn't exist, ensuring consistent organization across all projects. This makes it easier to find and manage ticket-related work directly in Asana.
v0.17.61
Improved
Ticket Creation with Incomplete Fields
When creating tickets with incomplete details, the "Submit anyway" button now immediately submits the ticket instead of requiring an additional button click. This streamlines the ticket creation workflow when users choose to proceed without filling all recommended fields.
Feature Cards Layout
Improved the visual layout of feature cards on the features page. Navigation arrows are now positioned at the top edge of cards, creating better visual separation from status badges and improving the overall card design.
v0.17.60
Added
Form Submission Completion
Form submissions can now be marked as complete directly from the submissions page. When a form submission creates a ticket, the submission automatically completes when the associated ticket is completed, keeping your form workflow synchronized with your ticket system.
Public Form Email Verification
Public forms now require email verification before submission. Users receive a verification code via email to confirm their identity, helping prevent spam and ensuring form submissions come from verified email addresses.
v0.17.58
Added
Autotask Ticket Import Tool
A new import tool is now available to migrate historical ticket data from Autotask into Core. The tool automatically creates customers and technicians, preserves ticket history including comments, time entries, and attachments, and prevents email notifications during bulk imports.
v0.17.57
Improved
Email Notifications
Ticket status update emails now display consistent footer formatting with timezone information, matching the format used in staff comment emails for a more professional and uniform appearance.
v0.17.56
Improved
Email Notifications
Ticket status update emails now display the name of the team member who changed the status, providing better transparency and communication with customers.
v0.17.55
Added
Ticket Details Completion Guidance
When creating or editing tickets, users are now gently encouraged to complete key ticket details fields for better organization:
Smart Validation Dialog: A friendly dialog appears when attempting to save a ticket with incomplete fields like Contact, Assigned Technician, Category, Ticket Type, Source, or Due Date
Clear Field List: The dialog shows exactly which fields are recommended to complete
v0.17.50
Improved
Redesigned Ticket Creation Form
The new ticket form has been completely redesigned for a more compact and efficient workflow:
Compact Details Card: Status, priority, assigned to, category, ticket type, source, and due date are now consolidated into a single compact card matching the ticket details page design
Single Column Layout: All form fields now stack vertically for easier top-to-bottom scanning, eliminating left-right eye tracking
Tighter Spacing: Reduced spacing between elements throughout the form for a more efficient use of screen space
Consistent Widths: All input fields maintain a consistent maximum width for visual harmony
Smaller Inputs: Form controls are now more compact (smaller heights) while remaining fully accessible
Visual Grouping: Company and contact fields are wrapped in a subtle background container to clearly show their relationship
Optimized Description Field: Taller description textarea provides more writing space while maintaining the compact width
Better Focus States: Fixed focus ring visibility issues on inputs
This redesign makes ticket creation faster and more intuitive, with all the information you need visible at a glance.
Fixed
Ticket Creation - Missing Field Data
Fixed a bug where category, ticket type, and source fields weren't being saved when creating new tickets:
Category Saving: Category selection now properly saves to the database
Ticket Type Saving: Ticket type selection is correctly persisted
Source Saving: Source field now saves as expected
Non-Recurring Tickets: These fields now save correctly for all ticket types (the issue only affected non-recurring tickets)
v0.17.17
Improved
Mobile-Friendly Creation Forms
Redesigned how you create new companies, contracts, and departments for a better experience on all devices:
Sliding Drawers: Create actions now open in mobile-friendly slide-out drawers instead of centered modals
Slides in from the right side of your screen
Full-height panels that work great on mobile devices
More space for form content without feeling cramped
Consistent Experience: All creation forms now follow the same pattern
Companies: New drawer interface for creating records
URL-based state management allows direct linking to create modes
Inline Creation Preserved: Quick creation from dropdowns (like adding a company while creating a contract) still works as before
This update makes creating new records faster and more natural, especially on tablets and phones where the full-screen drawer interface provides an optimal mobile experience.
Fixed
Ticket Activity Feed Improvements
The ticket activity feed now provides clearer, more actionable information:
Accurate Actor Names: Your name now appears correctly in the activity feed instead of "System" when you make changes
Bold Actor Names: Names are displayed in bold to make it easier to scan who performed each action
v0.17.16
Fixed
Ticket Creation Email Status
Fixed an issue where ticket confirmation emails always displayed "Open" as the status, even when tickets were created with a different status. Confirmation emails now correctly show the actual ticket status (In Progress, New, etc.), giving your customers accurate information from the start.
v0.17.15
Fixed
Email Notification Reliability
Improved reliability of email notifications. All notification features continue to work as expected.
v0.17.14
Fixed
Meeting Request Email Delivery
Fixed several issues preventing meeting request emails from being sent properly:
Email Template: Added the missing meeting-request email template so delivery works
Duplicate Email Prevention: Fixed issue causing both meeting request and ticket update emails to be sent
User Notifications: Added clear notice when Everhour integration is enabled
Explains that pause buttons are hidden (Everhour doesn't support pausing)
November 9, 2025
Improved
Dashboard Performance & User Experience
The dashboard loads faster and is more responsive. The page header and navigation appear immediately while stats and activity stream in. Skeleton loading states provide a smoother experience while data loads.
Dashboard Date Display
Fixed the date display on the dashboard to show the user's local timezone instead of UTC server time. The date now accurately reflects your local time.
November 8, 2025
New Features
Ticket Merge Functionality
You can now merge multiple tickets from the same customer into a single primary ticket. This powerful feature consolidates all related data including activities, files, followers, and time entries while maintaining a complete audit trail. Access the merge function from the ticket details page sidebar, where you can search for and select tickets to merge. The merge preview shows exactly what data will be moved before you confirm. Merged tickets are marked with a banner and link to the primary ticket, and are automatically excluded from general ticket listings.
Improved
Ticket Form Validation
The customer field is now required when creating or editing tickets through the user interface. The form will display validation errors for all required fields simultaneously when you attempt to submit, making it easier to see what information is missing. The customer field now shows a red asterisk (*) to indicate it's required, and displays a red border with an error message if left empty. Note that automations can still create tickets without a customer for flexibility.
November 7, 2025
v0.15.14
Fixed
Custom Sending Domain Email Routing
Emails now correctly send from your custom domain when configured in settings
Fixed routing to ensure professional branded sender addresses appear properly
Applies to all notification emails including ticket updates, assignments, and comments
v0.15.13
Fixed
Custom Sending Domain Support
Outbound notification emails now respect custom sending domain configuration
Replies continue to route to your reliable receiving address
Provides professional appearance while maintaining email delivery reliability
v0.15.12
Fixed
Ticket Field Updates
Fixed errors when updating individual ticket fields
You can now update single fields (like customer assignment) without errors
Eliminated unnecessary field validation when making simple changes
Improved speed and reliability of inline ticket edits
November 6, 2025
v0.15.4
Fixed
Ticket Update Email Timestamp Format
Fixed ticket update emails showing incorrect dates in UTC instead of the technician's timezone
Email notifications now display timestamps in the technician's configured timezone with the format: "Updated by: [Technician Name] HH:MM MM/DD/YYYY (Timezone)"
The technician's timezone is automatically fetched from their profile settings
Applies to technician reply emails sent to customer tickets
v0.15.3
Added
Enhanced Ticket Classification System
Added a ticket classification system similar to Autotask, giving you better categorization and tracking of work across activities and time entries.
New Classification Fields:
Ticket Type: Classifies the overall type of ticket (e.g., Service Request, Incident, Problem, Project)
Ticket Source: Tracks how the ticket was created (Email, Phone, Web Form, Mobile App, Walk-in)
Work Types (on activities/time entries): Multi-select tags for categorizing work (e.g., Remote Support, Onsite, Installation, Maintenance, Consulting)
Issue Type (on activities/time entries): Primary category of the issue (e.g., Hardware, Software, Network, Security, Printer/Peripherals)
Sub-Issue Type (on activities/time entries): Specific subcategory filtered by Issue Type (e.g., Configuration Change, Password Reset, Installation, Troubleshooting)
Key Features:
Classification fields apply to activities and time entries, not the ticket itself
Issue Types and Sub-Issue Types are linked - selecting an Issue Type filters available Sub-Issue Types
Work Types use a searchable multi-select combobox with selected items displayed as removable badges
Unknown variables get flagged inline. Typing {{trigger.ticket.titel}} (typo) or {{trigger.email.from}} under a ticket trigger now shows a warning under the field right where you typed it.
Webhook URL is visible. Opening a webhook trigger now shows the full URL to paste into your external system, with a Copy button — no more digging.
Cleaner copy and wider sheets. Trigger and action sheets have more room, confusing internal words ("Lane", "1 cond", system_managed: survey) are gone, and the regex-escape helper confirms before overwriting what you typed.
No more orphan drafts. Starting a new automation no longer creates a placeholder row in the database until you actually save it.
Screen-reader and visual polish on assignment pickers. The "Helpdesk admin" / "On call" / "Out of office" sublabels under each technician are now read aloud by screen readers (they were silently hidden), and the colored badges and group labels in the assignment dropdown use a single shared style so they look consistent everywhere they appear. The Workspace Members list also got matching dark-mode colors.
[1.4.10] - 2026-04-19
Automation is now available to everyone
The Automation builder is now turned on for all customers. Look for Automation in the sidebar to start building rules that act on tickets — auto-assign by category, send a follow-up email when a ticket closes, notify a channel on high-priority issues, and so on. Owners, super-admins, and admins can create and edit rules; the rest of your team can see what's running.
[1.4.6] - 2026-04-19
Ticket assignment — helpdesk admins are selectable again
On a ticket's detail page, the assignment dropdown now shows helpdesk admins who belong to that ticket's customer, alongside your own team. They were unintentionally hidden from this list after a recent update and are back where you'd expect.
Faster automation runs in large workspaces when using "least busy" assignment.
External goals link — each team member can have a link to an outside goals system (like Lattice or 15Five) that appears on both the goals page and the team member dashboard.
Upcoming time off now shows the next 5 scheduled events for a quick glance at availability.
Private Teams
Teams can now be set to Private — only team members and admins can see private teams. Everyone else in the workspace won't see them in the team list. Toggle visibility from the team edit page.
Sensitive Employee Information
New "Sensitive Information" section on the team member dashboard for data like salary and date of birth. This section is collapsed by default and only visible to workspace owners and people who have been explicitly granted access.
Owners can control who sees what with per-field access — for example, grant your COO access to view all salaries without giving them access to other sensitive fields.
Values are masked by default with a reveal toggle, so sensitive data isn't accidentally shown on screen.
Employee Documents
New "Employee Documents" section on the team member dashboard for storing job descriptions, performance reviews, and other employee files.
Clearer assignment method descriptions — The assignment method dropdown now explains how each option works, including details about availability handling.
New: Device Policy Violation Automation
Automated policy compliance checks — Set up a scheduled automation that periodically scans devices against your replacement policies and creates tickets for new violations. Existing violations are tracked to prevent duplicate tickets.
Configurable schedule — Run checks on a cron schedule or at regular intervals, with timezone support.
[1.2.5] - 2026-04-11
Improved: Customer Surveys
Surveys now arrive after the ticket completion email — Survey emails are delayed by a few minutes so the completion notification reaches the customer first.
Surveys are automatically cancelled if a ticket is reopened — If a completed ticket is reopened before the survey is sent, the survey is cancelled. A new survey can be sent if the ticket is completed again.
[1.2.4] - 2026-04-11
New: Automatic Customer Satisfaction Surveys
Send surveys automatically when tickets are completed — A configurable percentage of customers receive a satisfaction survey email after their ticket is marked complete. Service accounts are always excluded.
Survey settings page — Admins can enable/disable automatic surveys and control the sampling percentage from Settings → Surveys.
Improved: Ticket Activity
Activity count now reflects visible entries only — The activity counter on tickets no longer includes hidden system events, giving you an accurate count of meaningful updates.
Cleaner message styling — Notes and messages in ticket timelines display with improved spacing and formatting.
Fixed: Time Tracking Reliability
Resolved an issue where the time tracking clock could cause repeated errors — Improved how the clock connects to live updates, preventing unnecessary reconnection loops.
[1.2.3] - 2026-04-11
Improved: Knowledge Base Editor
Attachments and links always visible in the editor sidebar -- The Attachments and External Links sections now appear when creating a new article (disabled until the first save) and when editing existing articles, so you always know where to find them.
Files added in the article body also appear in the attachments list -- When you embed a file, image, or video using the editor's slash commands (e.g. /image, /video, /file), it automatically appears in the sidebar attachments list as well.
Embedded images and videos now display correctly -- Images and videos added to article content now render inline as expected, instead of triggering a download.
Approve or reject from email -- Approvers can approve or reject directly from the email link, no login required. A confirmation page prevents accidental clicks from email scanners.
Approve or reject from the customer portal -- Portal users see an approval banner on tickets awaiting their approval.
Rejection reasons included in notifications -- When a ticket is rejected, the reason is shown on the ticket timeline and included in the notification sent to the person who submitted it.
Awaiting approval banner for technicians -- Tickets pending approval show a visible banner reminding technicians not to start work until approved.
Improved: Automation Builder
Searchable dropdowns in automation conditions -- When configuring automation conditions, fields like Company, Type, Category, Source, and Assigned Technician now show a searchable dropdown instead of requiring you to type the exact value.
Fixed cursor jumping in condition value fields -- Typing in the value field of automation conditions no longer loses focus after each character.
"Company" label -- The condition field previously labeled "Customer" is now labeled "Company" to match the terminology used elsewhere.
Automations now fire on all ticket sources -- Ticket automations now trigger regardless of how the ticket was created (form submission, email, portal, or manually), not just from specific entry points.
Improved: Notifications
Technicians notified on automation-assigned tickets -- When an automation assigns a technician to a ticket, the technician now receives an assignment notification.
Rejection emails are distinct from completion emails -- When a ticket is rejected via the approval workflow, the customer receives a "Request Not Approved" email instead of the standard "Ticket Resolved" message.
Improved
AI Assistant is now available to all users from the sidebar (no longer behind an experimental toggle)
Documentation landing at /docs now goes straight to Getting Started
Documentation guide pages display only article content; metadata is no longer shown in the body
Docs panel mobile menu button is easier to see and no longer cut off at the top
[1.1.0] - 2026-03-13
Added
AI Assistant can now write internal notes directly into the internal note editor — no copy-paste
AI Assistant can assign tickets to a technician by name (e.g. "assign tkt-28 to Josh")
AI Assistant can show your personal open ticket queue ("what are my tickets?")
AI Assistant can look up and insert KB article links directly into customer replies
Ticket page and time tracking update automatically after the AI logs time — no refresh needed
Full AI Assistant documentation added to the product guides
Improved
Ticket page updates automatically when you create, complete, or delete a checklist attached to that ticket — no refresh needed
[1.0.69] - 2026-03-13
Added
AI Assistant can insert drafted replies directly into the customer note field on a ticket — no copy-paste needed
AI Assistant can create companies, KB articles, one-off checklists, and checklists from templates
AI Assistant can log time on tickets when you ask to "record time" or "add time to the calendar"
Improved
AI Assistant uses a single prompt to draft customer responses and insert them into the ticket message form
[1.0.68] - 2026-03-13
Improved
AI Assistant now pre-fills the ticket form when you describe an issue — review the details and submit when ready
AI Assistant renders formatted text with bold, lists, and links instead of raw markdown syntax
AI Assistant panel no longer dismisses when clicking the main page content
Interactive customer picker and priority selector available inline within the AI chat
AI Assistant button now only appears for users with experimental features enabled
[1.0.67] - 2026-03-13
Added
Global AI Assistant — a sidebar chat panel available across all pages for searching tickets, companies, contacts, and knowledge base
Create and update tickets, log time entries, invite team members, and manage assets directly from the AI chat
Context-aware AI suggestions based on the page you're viewing — ticket details, company info, or contact records
AI preview experience for users without API key configured, showcasing assistant capabilities
[1.0.66] - 2026-03-13
Improved
Private app shell (sidebar and header) appears immediately while the layout loads, for a consistent experience across all private routes
[1.0.64] - 2026-03-13
Improved
Discussion checklist now auto-populates when selecting a new script, no extra click needed
Audience presentation window loads faster with streaming layout
[1.0.63] - 2026-03-13
Improved
Templates settings now has sub-tabs for Email Templates and Scripts, making scripts accessible directly from settings navigation
Meeting scripts moved from QBR-only to a shared Templates section, ready to support auto-responders and other script types in the future
[1.0.62] - 2026-03-13
Added
Separate slide content from presenter notes — audience sees polished bullet points, presenter keeps detailed notes private
Dual-window presentation mode — "Present" opens an audience window for screen sharing while the presenter keeps controls, notes, and checklist
Real-time slide sync between presenter and audience windows
[1.0.61] - 2026-03-13
Added
AI-powered QBR script generation — generate complete meeting scripts from a text prompt
Per-section AI assistance with talking points and checklist suggestions
AI provider settings page for configuring Anthropic or xAI API keys
AI setup step in new user onboarding flow
Auto-detection of API key provider from key prefix
Inline connection testing with automatic save on success
[1.0.60] - 2026-03-13
Added
Quick access link to manage QBR scripts directly from the script selector dropdown
[1.0.59] - 2026-03-13
Added
New users now receive a personal welcome email after signing up
[1.0.40] - 2026-03-11
Improved
QBR SLA Performance now shows a clear "No SLA Policy" state when no contract SLA policy is assigned, instead of displaying misleading 0% compliance
QBR resolution time calculations now use business-hours-aware SLA tracking when available
Contact Quick Actions card on the people detail page now includes status toggle and archive actions
Global search now excludes archived contacts from results
Duplicate contact prevention when creating contacts with an email that already belongs to an existing contact
Automations: Auto-assign a customer's primary technician when a ticket is created for that customer
Email Tickets: Tickets created from incoming emails now trigger the same automations as form-created tickets for consistent behavior
Automations: Multi-action chains pass data between steps — create a ticket then assign a technician in one automation
[1.0.24] - 2026-03-08
Sign In: Protected pages now keep your destination ready after sign-in more consistently across the app
Access Routing: Staff and portal users are guided to the right destination more reliably when opening protected areas
Portal user roles documentation updated to reflect current Helpdesk Admin and Customer roles.
[0.34.54] - 2026-03-02
Knowledge base article code blocks now render with syntax highlighting.
[0.34.53] - 2026-03-02
View as Helpdesk Admin now activates instantly without requiring contact selection.
Improved reliability of scheduled integration syncs.
[0.34.51] - 2026-03-02
View-as now provides a more guided portal user switching experience.
Portal session switching now keeps user context aligned with the selected contact.
[0.34.50] - 2026-03-02
Time Entries now show live elapsed duration for active running timers.
Asana task sync now handles very large ticket descriptions more gracefully by trimming note payloads before task updates.
NinjaOne device sync now updates integration sync timestamps after successful runs.
[0.34.49] - 2026-03-02
NinjaOne device sync now runs correctly from the Integrations dashboard Sync Now action.
NinjaOne sync actions now behave consistently across dashboard and integration-specific workflows.
[0.34.48] - 2026-03-02
NinjaOne contact sync is now more resilient when integration credentials rotate during active sync runs.
NinjaOne sync state now stays consistent across repeated manual sync attempts.
[0.34.47] - 2026-03-02
NinjaOne sync runs now complete more reliably across customers and contacts from the integrations dashboard.
NinjaOne mapping continuity is now more consistent when records are re-synced.
[0.34.46] - 2026-03-02
EML (email) files are now supported as attachments on tickets and via email-to-ticket.
[0.34.45] - 2026-03-02
Calendar availability dates now display correctly across all timezones.
[0.34.44] - 2026-03-02
Checklist item notes from templates now display correctly when attached to tickets.
[0.34.43] - 2026-03-02
NinjaOne customer and contact syncing now works from the integrations dashboard and scheduled sync.
NinjaOne automatic sync schedules (hourly, daily, weekly) are now fully operational.
Contact "Delete" action renamed to "Archive" to better reflect the non-destructive behavior
[0.34.27] - 2026-02-11
Improved
Platform administrators now have full access to integrations, webhooks, sync operations, and workspace email settings
Fixed
Merge ticket search is now always visible, making it easier to find and select tickets to merge
[0.34.26] - 2026-02-11
Changed
Report filters for company, technician, and project now use searchable comboboxes instead of plain dropdowns, making it easier to find items in large lists
[0.34.25] - 2026-02-11
Changed
Report filter data is now loaded on-demand as you search, improving initial page load performance
[0.34.20] - 2026-02-10
Added
New billing-focused roles for finance workflows, including Billing Administrator and Billing (Read-only)
Expanded role visibility and selection across team management and workspace settings for the new billing roles
Changed
QBR summary response metrics now prioritize SLA elapsed response time when available for more SLA-aligned reporting
QBR SLA performance percentages now treat null and missing SLA outcomes as non-compliant in the overall compliance rate
Owner inbox for new feedback: New customer or user feedback now appears in the owners’ inbox under a dedicated Feedback section, so owners can review and act without leaving the inbox.
[0.33.26] - 2026-02-06
NinjaOne RMM integration: Connect your NinjaOne instance to automatically sync managed devices into your Core asset inventory. Devices are matched to customers via organization mapping, with full support for device types, serial numbers, online status, and more.
[0.33.21] - 2026-02-06
Email content isolation: Customer email replies in the ticket conversation timeline are now rendered in a sandboxed viewer, preventing email styles from affecting the rest of the page
[0.33.15] - 2026-02-06
Rich text add-block menu: The plus button next to blocks now opens the slash menu to insert new block types (headings, lists, code, and more) in tickets, knowledge base, and checklist editors
Ticket timeline refinements: Email and system notification items in the ticket timeline use updated styling and collapse/expand behavior
Improved
Asset CSV import - Improved status field handling and contact lookup reliability
[0.33.14] - 2026-02-06
Reliable customer note submission: Adding and sending customer-facing notes on tickets is more reliable
Ticket timeline with rich notes: Activities that include rich customer notes display correctly in the ticket timeline
[0.33.12] - 2026-02-06
Rich text internal notes: Internal notes now use the same rich text editor as customer notes, with formatting, @mentions, and slash commands
Compact ticket form layout: Activity classification and notification options are now inline dropdowns instead of stacked cards, saving vertical space
Improved editor selection highlight: Slash command and @mention menus now clearly highlight the selected item
[0.33.11] - 2026-02-06
Inline image paste improvements: Images pasted into editors now render correctly inline and persist when saving notes
[0.33.10] - 2026-02-06
New rich text editor: All editors (tickets, knowledge base, checklists) now use a modern WYSIWYG experience with slash commands, drag-and-drop blocks, and a built-in formatting toolbar
Inline image paste: Paste images directly into any editor with Cmd+V — images are automatically uploaded and displayed inline alongside your text
@mentions in editors: Mention team members using @ directly within the editor with an autocomplete suggestion menu and clickable user badges
Improved email rendering: Inbound email HTML now renders in a secure sandboxed viewer with proper style isolation
Streamlined KB editor toolbar: Knowledge base editor toolbar now focuses on AI-powered features (text improvement, structure suggestions, procedure extraction) while standard formatting is handled natively by the editor
[0.33.1] - 2026-02-05
Added
Vacation availability type - New option for tracking vacation time in addition to out-of-office and on-call
Fixed
Calendar events now display on the correct dates for all team members regardless of timezone
[0.33.0] - 2026-02-05
Added
Conversational Tickets - New conversation-first workflow for ticket management
Grouped inbox with priority sections (Needs Response, SLA at Risk, Mentions, Following)
Threaded conversations for organized discussion history
@Mentions with typeahead autocomplete to notify team members
Real-time notification center with unread badge
Push notifications for urgent updates (opt-in)
Emoji reactions on activity items
Snooze notifications to temporarily hide and resurface later
Mark notifications as done to archive completed items
[0.32.27] - 2026-01-30
Improved
Real-time ticket updates are now more reliable across page navigations
QBR dashboard now displays real-time metrics and ticket data for selected companies
Company selector in QBR dashboard header to easily switch between companies
QBR dashboard URLs now include company ID for easy sharing and bookmarking
QBR dashboard automatically sets date range to current quarter
[0.32.3] - 2026-01-27
Added
Private notes option for team member notes - technicians can mark notes as private so only they can see them
[0.32.2] - 2026-01-27
Added
Quarterly Business Review (QBR) system for customer relationship management
QBR dashboard template with pre-configured modules for customer reviews
QBR creation dialog with question selection and meeting link integration
QBR history page for tracking past reviews per customer
QBR contacts management to designate who receives meeting invites
Bulk QBR invite functionality for sending invites to multiple companies
QBR question management in settings with customizable questions
Report modules now available as dashboard modules for flexible reporting
QBR email template for scheduling quarterly review meetings
[0.32.1] - 2026-01-27
Added
Regular and recurring tickets breakdown by technician in custom reports
Regular & Recurring Tickets dashboard module showing ticket distribution by technician
[0.31.0] - 2026-01-27
Added
Customizable dashboard with drag-and-drop module reordering
Ability to show or hide dashboard modules based on your preferences
Dashboard customization panel accessible from the dashboard header
Module preferences are saved per user and persist across sessions
Reset to default dashboard layout option
[0.29.32] - 2026-01-22
Added
Portal Report Sharing: Share reports with portal users, enabling customers to access their own data and insights
Ticket Time Summary Report: New report showing time spent per ticket with detailed breakdowns, including tickets with zero time entries
Flat-Rate Billing Item Editing: Edit flat-rate billing items after creation, including updating quantities and other details
Quantity Support for Flat-Rate Billing: Add quantity fields to flat-rate billing items for accurate billing calculations
Automation Draft Saving: Automations are automatically saved as drafts when a name is entered, preventing data loss
Changed
SLA Pause Management: Simplified SLA pause UI with automatic recalculation when policies change
Merge Tickets Dialog: Improved layout for merging 10+ tickets with better visual organization
Automation UX: Enhanced automation creation with technician search and name dialog for better workflow
Meeting Sharing: Improved meeting sharing capabilities with enhanced security and transcription features
Dashboard Real-Time Updates
Mobile Dropdown Scrolling: Enhanced scrolling experience in dropdown menus on mobile devices
Email Notifications: Improved company email notifications when contacts are added after comments
Company filter now supports real-time search with pagination for better performance with large company lists
Filter toolbar layout improved with better alignment of company filter and other controls
Fixed- Time Entry Sync: Fixed Everhour time entry project association for Asana tasks
Ticket Navigation: Users now stay on the ticket page when updating contacts or companies
Portal Navigation: Fixed edit ticket navigation from portal tickets list
Dropdown Issues: Fixed company dropdown issues in ticket contact cards and ticket details page
External Followers: Fixed external followers not appearing in ticket edit form
Scrolling: Fixed scrolling issues in Add Availability form and modal
Technician List: Fixed technician list scrolling issues
Meeting Requests: Fixed meeting request dialog button alignment on large screens
Dark Mode: Fixed dark mode persistence on page refresh
Contact Search: Improved contact search performance in ticket forms
Added
Technician Availability Calendar: New calendar page to view and manage technician out-of-office and on-call periods with month and week views
Availability Management: Create, edit, and delete availability periods with support for all-day and specific time events
Dashboard Availability Widget: See upcoming out-of-office and on-call events directly on the dashboard
On-Call Badge: Visual indicator in the navigation when a technician is currently on-call
Team-Based Permissions: Managers can now manage availability for technicians on their teams
Enhanced Customer Feedback Form
Improved the customer feedback form with better visual design and additional features. Star ratings now show filled states with hover previews and descriptive tooltips. Bug reports can now include image uploads and incident timestamps to provide more context.
Ticket Classification Helper Text
Added helpful descriptions to ticket classification dropdowns, making it easier to understand what each option means. Descriptions appear directly in the dropdown menus for ticket types, categories, work types, issue types, sub-issue types, and statuses.
Philippines Timezone Support
Added Philippines timezone option for technicians and contacts, expanding timezone coverage for users in the Asia-Pacific region.
Improved
Ticket Status Card Filtering
Improved ticket status card filtering to show accurate counts. Status cards now clearly indicate when filters are affecting their counts, and complete ticket counts always reflect the total regardless of status filter changes.
Management Sidebar Organization
Management sidebar items are now organized alphabetically, making it easier to find specific sections quickly.
Changelog Notifications
Moved changelog notifications to the sidebar footer next to the version number. New changelogs are now indicated with a badge count, and the version number becomes clickable when updates are available. This provides a less intrusive way to stay informed about new features and improvements.
Ticket Details Screen Responsiveness
Made the ticket details screen responsive and better adapted to different screen widths, improving the experience on various devices and window sizes.
Portal User Identification
Improved portal user labels to show "Portal" designator for customer helpdesk admins when viewed by MSP staff, making it clearer to distinguish between MSP team members and customer portal users.
Flexible Workflow: Users can choose to go back and fill in the fields, or continue saving the ticket anyway - nothing is forced
Better Organization: Helps ensure tickets are properly categorized and assigned for more efficient workflow management
This gentle guidance improves ticket data quality while maintaining workflow flexibility.
v0.17.54
Added
Unsaved Changes Protection for Tickets
Users are now protected from accidentally losing work when creating or editing tickets:
Navigation Warnings: A dialog appears when attempting to leave the page with unsaved changes, giving users the choice to continue editing or discard their work
Sidebar Link Protection: Clicking any navigation link in the sidebar triggers the warning when there are unsaved changes
Browser Protection: Closing or refreshing the browser tab shows a browser-level warning to prevent accidental data loss
Back Button Protection: Using the browser's back or forward buttons triggers the warning dialog
Cancel Button Protection: Clicking the Cancel button checks for unsaved changes before navigating away
Smart Save Detection: Successfully saving a ticket automatically allows navigation without showing warnings, ensuring a smooth workflow
All form fields are tracked for changes including title, description, customer, contact, assigned technician, due date, category, ticket type, source, status, priority, followers, attachments, and recurring ticket settings. The feature works for both new ticket creation and editing existing tickets.
All ticket metadata fields are now reliably saved during ticket creation.
Added
Reusable Ticket Details Card Component
Created a new shared component for displaying ticket details:
Consistency: Ticket details now display identically on both the creation form and detail pages
Maintainability: Changes to the ticket details UI only need to be made in one place
Compact Design: Uses icons, small labels, and tight spacing for maximum information density
Email Notification Indicators: Optional tooltips show which fields trigger company email notifications when changed
v0.17.49
Improved
Ticket File Upload Improvements
Enhanced the file upload interface for both new and existing tickets:
Drag & Drop: New tickets now support drag-and-drop file uploads before ticket creation
File Queue: Selected files display in a queue showing filename and size before ticket is created
Upload on Save: Files are automatically uploaded after the ticket is successfully created
Better Feedback: Clear messaging explains that files will be attached after ticket creation
Compact Design: File upload area uses less space while remaining fully functional
v0.17.48
Improved
Recurring Ticket Creation Interface
Streamlined the recurring ticket section on the new ticket form:
Collapsible Section: Recurring options are hidden by default with a simple checkbox to enable
Compact Layout: All recurring settings use tighter spacing and smaller inputs
Visual Hierarchy: Clear visual separation between recurring settings and standard ticket fields
Inline Labels: Labels positioned above fields for better vertical scanning
Improved Validation: Better error messaging for recurrence configuration issues
v0.17.47
Fixed
Ticket Followers Field Reset
Fixed an issue where the followers fields wouldn't reset to initial values when editing existing tickets:
Internal Followers: List now properly initializes with existing ticket followers
External Followers: External followers correctly display when editing a ticket
State Management: Form state properly syncs with server data on mount
v0.17.46
Improved
Ticket Form Internal/External Followers UI
Redesigned the followers selection interface for a cleaner, more compact appearance:
Compact Dropdowns: Followers dropdowns now use smaller heights matching other form controls
Badge Display: Selected followers appear as small compact badges below the dropdown
Better Visual Hierarchy: Reduced visual weight makes the followers section less prominent
Consistent Spacing: Followers section uses the same tight spacing as other form fields
v0.17.45
Fixed
Ticket Form Company/Contact Error Display
Improved error messaging for company selection on the ticket form:
Error Positioning: Company validation errors now appear in the correct location below the company field
Visual Clarity: Error messages are properly styled and positioned for better visibility
Form Flow: Error display doesn't disrupt the form layout
v0.17.44
Improved
Ticket Assignment and Classification Fields
Reorganized the ticket form for better information architecture:
Grouped Fields: Status, priority, assigned to, and due date are now grouped together
Category Section: Category, ticket type, and source moved to a dedicated "Ticket Classification" section
Better Labels: Removed "(Optional)" suffix from section headers while keeping it on individual field labels
Logical Flow: Fields are now grouped by purpose rather than just being in a list
v0.17.43
Improved
Company-Specific Department Management
Departments are now managed per-company instead of at the organization level, giving you better control over how you organize each company's structure:
Company-Scoped Departments: Departments now belong to specific companies, reflecting real-world organizational structures more accurately
Dedicated Department Pages: View and manage all departments for a company from their detail page
Full Department Management: Create, edit, and delete departments with names, descriptions, and color coding
Color Identification: Assign unique colors to departments for easier visual identification throughout the system
Contact Organization: Assign contacts to specific departments within their company's organization
Smart Contact Filtering: When creating or editing contacts, the department dropdown automatically filters to show only departments for the selected company
Safe Deletion: Deleting a department unassigns contacts from it but preserves all contact records
Streamlined Interface: Department actions use consistent UI patterns with sheet drawers for editing and clear confirmation dialogs for deletions
This enhancement helps MSPs better mirror their companies' organizational structures, making it easier to manage contacts by department and understand each company's internal hierarchy.
v0.17.42
Fixed
Multiple Contact Form Improvements
Several fixes to improve contact management:
Form Initialization: Resolved issues where contact forms would fail to load properly
Consistent Rendering: Contact forms now load without occasional flicker on first paint
Department Filtering: Department lists now correctly filter by company when creating or editing contacts
Auto-Clear Behavior: When changing a contact's company, their department is automatically cleared to prevent invalid associations
v0.17.41
Fixed
Company Archive Improvements
Improved the company archiving functionality:
Archive Protection: Archiving a company now correctly handles related records
Data Integrity: Fixed issues where archiving companies could leave orphaned records
v0.17.40
Fixed
Inventory Category Selection
Fixed an issue where selecting a category after creating a new inventory category wouldn't work properly:
Immediate Selection: Newly created categories can now be selected right away without refreshing
Category List Refresh: The category dropdown properly updates after creating a new category
Consistent Behavior: Category selection works the same whether you're creating or editing inventory items
v0.17.39
Added
Company Archiving and Deletion Protection
New functionality to safely archive companies and prevent accidental data loss:
Archive Companies: Mark companies as archived instead of deleting them, preserving all historical data
Deletion Protection: System prevents deletion of companies that have associated tickets, contacts, inventory, contracts, or projects
Clear Feedback: Detailed messages explain what's preventing deletion and suggest archiving as an alternative
Data Preservation: Archived companies remain accessible for reporting and historical reference
Restore Capability: Archived companies can be reactivated at any time
This feature protects against accidental data loss while giving you a clean way to handle inactive companies without cluttering your active company list.
v0.17.38
Fixed
File Download and Display in Ticket Attachments
Fixed issues where files attached to ticket comments couldn't be downloaded or displayed properly until the page was refreshed:
Immediate Downloads: Files uploaded to tickets can now be downloaded immediately without needing to refresh the page
Activity Timeline Display: Files attached to comments now appear in the activity timeline instantly when the comment is submitted
Realtime URL Generation: The system now generates secure download links for files as soon as they're uploaded or linked to activities
Seamless Experience: File attachments work smoothly whether you're viewing them in the attachments section or within activity comments
This fix ensures a smooth workflow when adding documentation, screenshots, or other files to ticket conversations.
v0.17.37
Fixed
Database Security Hardening
Applied security hardening to internal database functions. No functional changes for end users.
v0.17.36
Fixed
Contact Email Reference Issues
Fixed bugs in contact email handling:
Primary Email Display: Contact primary emails now display correctly throughout the application
Email Updates: Updating contact emails through various forms now works reliably
Data Consistency: Resolved edge cases where email references weren't properly linked after contact creation
Merged Ticket Navigation
Improved the merged ticket experience:
Direct Links: Merged ticket banners now link to tickets using ticket numbers instead of internal IDs for cleaner URLs
Better Navigation: Clicking on merged ticket references takes you directly to the primary ticket
Activity Indicators: Activity timeline now clearly shows which activities came from merged tickets
v0.17.35
Fixed
Ticket Activity Timeline Display
Enhanced how email notifications appear in the ticket activity timeline:
Clearer Activity Labels: Email notification activities now display more descriptive text
Better Formatting: Improved visual presentation of automated system activities
Consistent Styling: Email notification entries match the style of other activity types
v0.17.34
Fixed
Date Rendering for Calendar Dates
Fixed timezone-related issues when displaying calendar dates (like birthdays or due dates):
Plain Dates: Dates without times (like birthdays) now display consistently regardless of user timezone
No Timezone Shifts: Calendar dates no longer shift by a day due to timezone conversions
Accurate Display: Dates now display exactly as entered without unexpected timezone adjustments
This ensures dates like "November 15" always display as November 15, regardless of where you or your team are located.
v0.17.33
Fixed
Contact Phone and Email Editing
Resolved issues with editing contact information via the main contact form:
Primary Email Updates: Changes to primary email addresses now save correctly
Primary Phone Updates: Primary phone number edits persist as expected
Form State: Contact forms properly track changes to email and phone fields
Validation: Email and phone validation works consistently across all edit interfaces
Unsaved Changes Alerts
Improved the unsaved changes warning system:
Accurate Detection: Forms only show unsaved changes warnings when actual changes have been made
Post-Save Behavior: Successfully saved forms no longer trigger unnecessary warnings
Clean Navigation: Contact forms close smoothly after saving without false positive warnings
v0.17.32
Added
Ticket Followers Receive Email Notifications
Ticket followers now receive email notifications for ticket updates:
Internal Followers: Technicians who are following a ticket receive emails when tickets are created, updated, completed, or have new comments (respects individual notification preferences)
External Followers: Contacts who are following a ticket receive emails for the same events
Smart Deduplication: System prevents duplicate emails if someone is both a follower and the primary contact or assigned technician
Post-Merge Behavior: When tickets are merged, followers from both tickets are combined and will all receive future notifications
Privacy Respecting: Internal followers can disable email notifications via their preference settings
This ensures everyone who needs to stay informed about a ticket receives updates, making collaboration and customer communication more transparent.
v0.17.31
Fixed
Contact Form Improvements
Enhanced the contact editing experience with several key improvements:
Keyboard Shortcuts: Contact forms now use Cmd+Enter (Mac) or Ctrl+Enter (Windows/Linux) to submit, preventing accidental form submissions when pressing Enter
Submit Button Indicator: The submit button now displays the OS-specific keyboard shortcut hint (e.g., "Cmd + Enter") so you know how to quickly save
Primary Email & Phone Editing: Fixed issue where editing a contact's primary email or phone through the main edit form wouldn't save - changes now persist correctly
Cleaner Form Closing: Contact forms no longer show unnecessary "unsaved changes" warnings after successfully saving
These improvements make contact management faster and more intuitive, especially for power users who prefer keyboard navigation.
v0.17.30
Improved
Contact Manager Icons
Replaced the email and phone icons with edit (pencil) icons in the contact email and phone managers for better visual consistency with the rest of the interface.
v0.17.29
Added
Multiple Email Addresses Per Contact
Contacts can now have multiple email addresses with custom labels:
Add Multiple Emails: Store work, personal, and other email addresses for each contact
Label System: Tag each email as work, personal, or other to keep track of how to reach them
Primary Email: Designate one email as primary for default communications
Flexible Management: Add, edit, or remove email addresses at any time from the contact details page
Portal Integration: Portal access automatically works with any of a contact's verified emails
This enhancement makes it easier to reach your contacts through the right channel, especially for companies that have separate emails for different purposes.
Multiple Phone Numbers Per Contact
Just like emails, contacts can now have multiple phone numbers:
Add Multiple Numbers: Store mobile, work, home, and other phone numbers for each contact
Label System: Categorize each number so you know whether to call their cell or office
Primary Number: Mark one number as primary for quick dialing
Easy Management: Add, update, or remove phone numbers directly from contact details
Country Code Support: Each number can have its own country code
No more choosing between a contact's mobile and office number - now you can store both and use the right one for each situation.
Email Reply Tracking for Tickets
The system now remembers which email address was used to create each ticket:
Smart Reply Routing: When you reply to a ticket created via email, your response goes back to the same email address the company contact used
Multiple Email Support: If a contact has work@company.com and personal@gmail.com, replies are sent to the address they used to create the ticket
Automatic Tracking: The system automatically records which email was used when tickets are created via the email-to-ticket system
Fallback Handling: If no specific email is recorded, replies go to the contact's primary email address
This ensures your email conversations stay organized and replies reach your company contacts at the address they're monitoring for that particular issue.
Existing contacts with a single email or phone number keep their value marked as primary — no action needed on your part.
Clear Field Changes: Field updates now show both old and new values with the format "Changed [Field] from [Old Value] to [New Value]"
Improved Scannability: Better visual hierarchy helps you quickly understand what changed, when, and by whom
Ticket Assignment
Fixed several issues with ticket assignment functionality:
Assignment Errors Fixed: Fixed errors that prevented assigning tickets
Unassign Feature Restored: You can now unassign tickets — the save button properly enables when selecting "Unassigned"
Notification Delivery: Assignment notification emails now send reliably
Field Value Preservation
Fixed an issue where ticket fields were being unintentionally reset:
Due Date Preservation: Due dates no longer reset to "none" when updating other fields
Assignment Preservation: Assigned technician stays set when adding notes or changing other fields
All Fields Protected: Category, type, source, priority, and status all maintain their values when making unrelated changes
These fixes ensure that your ticket data stays accurate and only the fields you explicitly change are updated.
Activity Tracking
Setup Prompt: If you haven't set up a booking link yet, you'll see a helpful prompt with a direct link to settings
To get started, add your booking link (Calendly, Cal.com, etc.) in Settings → Profile.
Email Formatting Improvements
Fixed email formatting issues when emails are converted to tickets:
Better Text Display: Email signatures and body text now display with proper formatting instead of broken line breaks
Preserved Formatting: Text stays together as intended (e.g., "Rooted Software" won't split across lines)
Cleaner Layout: The "Original Request" section is now collapsed by default for less visual clutter
Improved Readability: Table-based email layouts and signatures are now converted to readable plain text
This fix applies to new emails received going forward. Click to expand the "Original Request" section to view the full, properly formatted email content.
Role-Based UI Permissions
The application now properly respects your role permissions throughout the user interface, creating a cleaner and more intuitive experience:
Departments: Create, edit, and delete buttons only appear for users with appropriate permissions
Full access: Owner, Super Admin, Admin, Manager
Read-only: All other roles
Forms: Form creation button is hidden for users without creation permissions
Full access: Owner, Super Admin, Admin, Manager
Read-only: All other roles
Projects: Project creation, editing, and deletion actions respect role-based permissions
Full access: Owner, Super Admin, Admin, Manager
Create and edit only: Technician
Read-only: All other roles
Actions column automatically hides when you don't have any edit/delete permissions
Contracts: Contract creation and management actions are restricted to authorized roles
Full access: Owner, Super Admin, Admin
Read-only: All other roles
This update ensures a cleaner, less confusing interface by only showing actions you're permitted to perform.
Archive Visibility Control
Added a "Show archived" option to customer and contact views:
Archived items are hidden by default to keep your active work front and center
Toggle the checkbox when you need to access historical records
Maintains a cleaner, more focused workspace
Enhanced Search Experience
Search functionality has been improved across customer and contact tables:
Better keyboard focus management
Search field maintains focus after filtering
Easier to refine searches without extra clicks
v0.17.12
Integrations
Everhour Sync Filtering
You can now selectively choose which projects and customers to sync from your Everhour account:
Precise control over what data flows into your system
Keep your workspace clean and focused on what matters
Configure filters directly from the integrations dashboard
Clarifies that time tracking is continuous
Helps users understand the integration behavior
v0.17.5
Changed
Beta Status Updates
Billing Page: Updated to clearly show that Core is free during Beta
Removed payment method and billing history sections
Plan now displays as "Beta Plan - Free" with all features included
Usage statistics shown for informational purposes only
Pricing Page: Redesigned to reflect Beta status
Replaced pricing tiers with single "Beta Plan" showing all features are free
Updated FAQs to answer Beta-specific questions
Clear messaging that no credit card is required during Beta
Homepage: Added prominent Beta badge
Eye-catching angled ribbon badge in hero section
Clearly communicates "Free in Beta" status
v0.17.4
Integrations
Everhour Time Tracking
Timer Pause Control: When Everhour integration is enabled, pause buttons are automatically hidden from all timer interfaces
Everhour doesn't support pausing timers, so continuous tracking is enforced
Affects sidebar timer, ticket timers, and activity timeline
Provides consistent experience aligned with Everhour's capabilities
v0.17.3
Improved
Billing & Usage
Real Usage Statistics: The billing page now displays actual usage data instead of placeholder information
Shows real team member count and storage usage
Removed demo data warning banner
v0.17.2
Fixed
Authentication & Access Control
Improved Login Redirect Handling: Fixed an issue where users might briefly see an incorrect "account suspended" message after logging in via email OTP
Fixed timing issue that could show the wrong message briefly after login
Suspended accounts now correctly redirect to the suspended page immediately
Improved reliability of access control checks during login flow
v0.17.1
Integrations
Webhook Configuration
Updated available webhook integrations based on platform support
Added proper documentation links for webhook setup
Fixed webhook URL display to show your configured workspace
Improved integration selection interface
v0.17.0
Teams & Collaboration
Enhanced Team Management
Multiple Team Membership: Team members can now be part of multiple teams at once, making cross-functional collaboration easier
Team Roles: Assign specific roles within each team
Member: Standard team member with viewing access
Lead: Can manage team settings and members
Manager: Can manage team settings and members
Roles are clearly displayed throughout the application
Flexible Permissions: Team editing permissions now respect your organizational structure
Global administrators can edit any team
Managers can edit teams they oversee
Team leads can edit their own teams
Edit options only appear where you have permission
Team Member Management: New streamlined interface for managing who's on each team
Add members with the appropriate role
Update member roles as responsibilities change
Remove members when needed
Clear guidance on permission levels
Delete Teams: Remove teams that are no longer needed
Safety warnings prevent accidental deletion
Confirmation required before removing a team
Requires delete permission
Team Member Profiles
Teams Overview: See all teams a member belongs to at a glance
View their role in each team
See when they joined
Quick links to team pages
Improvements
Fixed an issue where "New Project" button appeared twice on team member pages
Classification data displayed in Activity Timeline for both activities and time entries
Settings page for admins to manage all classification types
Sensible defaults provided for new workspaces
No layout shift when selecting Work Types (reserved space prevents form jumping)
How It Works:
When adding notes or time entries, technicians can optionally select Work Types, Issue Type, and Sub-Issue Type
Activity Timeline displays these classifications as badges below each activity/time entry
Ticket Type and Source are set at the ticket level for overall categorization
All classification types can be managed in Settings > Ticket Settings by super-admins and above
Improved
Timer Display in Activity Timeline
Running timers in the Activity Timeline now show live, ticking time instead of "0m" until stopped
Added Pause and Stop buttons directly in the Activity Timeline for quick timer control
Paused timers show proper accumulated duration with visual indicators and Resume button
Timer state changes (pause/resume/stop) update across all widgets in real time
Fixed
Fixed paused timer duration calculation - timers now correctly accumulate time when paused
Fixed stop button error when stopping a paused timer
Fixed global timer and sidebar timer not updating after actions in Activity Timeline
Changed "Type" label to "Ticket Type" for clarity in ticket details
v0.15.2
Added
Technician Filter for Tickets
Added the ability to filter tickets by assigned technician on the main tickets page. This makes it easier to find tickets assigned to specific team members and review workload distribution.
Features:
Technician filter dropdown alongside existing Status and Priority filters
Multi-select support to filter by multiple technicians at once
Shows ticket count per technician in the filter dropdown
Filter state persists in URL for easy sharing and bookmarking
Works consistently across all ticket views (main tickets page, customer tickets, project tickets)
Update the ticket title from the ticket detail page
Features:
Click the title from a ticket detail page and edit it directly
v0.15.1
Fixed
Time Tracking Project Visibility
Fixed an issue where the time tracking timer was showing no available projects even when many projects existed in the system.
What changed:
Timer now shows both planning and active projects (completed and cancelled are hidden from the list)
ProjectWorks integration now imports project status and billability correctly, so projects appear in the timer as expected
v0.15.0
Added
Ticket Details Redesign
Completely redesigned the ticket details page for improved workflow and user experience.
Inline Editing:
Consolidated "Ticket Details" card with inline editing for Status, Priority, Assigned, Category, and Due Date
Batch updates with single "Save Changes" button prevents multiple email notifications to customers
Compact design with improved information density
Time Tracking and Project/Contract cards added to sidebar
Attachments moved to sidebar with integrated file upload
Meeting Requests:
Booking links management in user profile settings (Calendly, Cal.com, etc.)
"Send Meeting Request" button on tickets to schedule time with customers
Set a primary booking link for automatic use in meeting requests
Complete Ticket:
Streamlined workflow via Actions dropdown in header
Optional resolution notes (customer-facing) and internal notes
Choose to send or skip resolution notes in completion email
Activity Timeline:
Unified view of messages, system activities, and time entries
Team-wide visibility of time entries on tickets
Moved to bottom of page for better content focus
Other Improvements:
Actions dropdown consolidates Edit, Complete, and Delete actions
Category support in ticket forms and details page
Improved
Booking link changes now update the UI immediately
Only one primary booking link per technician is allowed, enforced automatically
Fixed
Booking links now update immediately after save/edit/delete operations
v0.14.7
Added
Changelog Notification System
Technicians now receive notifications on the dashboard when new changelog entries are available. The system tracks which changelogs each user has viewed, so notifications only appear for new updates.
Features:
Notification bar appears at the top of the dashboard when new changelogs are available
Shows count of unviewed changelogs
Dismissible notification that remembers which changelogs you've seen
"View Changelog" button in dashboard header for quick access
Per-workspace tracking of viewed changelogs
Improved
Changelog Page Rendering
The changelog page now renders release notes with proper headings, lists, code blocks, links, tables, blockquotes, and task lists, making it easier to read updates at a glance.
Fixed
README.md file no longer appears in the changelog list
v0.14.6
Fixed
Email Authentication Verification
Fixed a case-sensitivity bug in email authentication verification that was incorrectly flagging valid DKIM results as failures. The system now correctly handles both "Pass" and "pass" values from Mailgun, ensuring Gmail and other properly authenticated emails show as valid instead of failed.
What changed:
DKIM and DMARC verification now uses case-insensitive comparison
Email Format Validation: Validates basic email format
UI Improvements:
Added "Email Authentication" button (shield icon) on email messages
Displays detailed verification results including SPF/DKIM/DMARC (when available) plus additional verification details
Shows warnings for any security concerns detected
This provides better protection against email impersonation in IT ticketing scenarios, especially important when spam filtering headers aren't available from the upstream mail provider.
v0.14.5
Added
Timezone Support for Technicians
Technicians can now set their preferred timezone in their profile settings and during user invitations. This timezone setting will be used to display timestamps in emails and the UI, ensuring that all time-related information is localized to each technician's preference.
Features:
Timezone selector on profile page (/settings/profile)
Timezone selector on invite form (/settings/workspace)
Support for US, Canada, Europe, Asia, Australia, and UTC timezones
Default timezone: Central Time (America/Chicago)
Changelog Page
A new changelog page has been added at /changes to keep you informed about the latest features, improvements, and fixes. Each release will have its own dated entry making it easy to track updates over time.
Improved
Email Template Editor
The email template editor now automatically tracks and updates the list of available variables as you edit the subject, HTML, and text content. This ensures that the variable list displayed in the UI is always accurate and reflects the latest changes in your templates.
When you edit a template and add or remove variables like {{ticket_number}} or {{contact_name}}, the template editor will automatically track these changes and update the variable list.
Email Template Formatting
Various email templates have been updated to improve readability and consistency:
Ticket Created: Removed static creation date from email body
Staff Comment, Status Change, Ticket Completed, Technician Note: Dates and agent names moved to footer for cleaner appearance
First Response: Added agent name to footer
File Attachment Added: Moved "Added By" information to footer
These changes align with common ticketing system practices and provide a more professional appearance.
Fixed
Email Template Variables
Previously, changes to variables in email templates made via the UI were not being saved. This is now fixed — the system correctly extracts and stores all variables used in the subject, HTML, and text templates.