[1.9.145] - 2026-06-05

Improvements

• Helpdesk admins in the customer portal now get the same note and reply writing experience as technicians, with private notes separated from customer replies.
• After a helpdesk admin sends a reply, the ticket now jumps to the new message so it is clear the reply was added.
• Portal ticket lists now show readable request previews instead of raw formatting data.

[1.9.144] - 2026-06-05

Improvements

• Helpdesk admins in the customer portal now get the updated ticket view with internal notes kept above customer replies, matching the technician workspace layout.
• Helpdesk admin replies and completion notes now clearly show the customer requester who will receive the message, while keeping recipients read-only.
• Customer portal ticket pages no longer show technician time spent in the header.

[1.9.143] - 2026-06-04

Improvements

• Ticket details are easier to work from: internal notes now stay visible above customer replies on larger screens, so technicians can keep private context in view while replying or completing work.
• Ticket details on mobile now tuck recipients, AI tools, status, priority, and work type into compact menus so the conversation and keyboard have more room.

[1.9.142] - 2026-06-03

Improvements

• Bulk contact association is simpler: matched devices are already selected for you, so there's now a single Apply selected action instead of a separate auto-apply button.
• You can now sort the bulk contact association list by match confidence, making it easy to review the strongest matches first.
• Sign-in names no longer show the (console) label after a person's username, so the matched username reads cleanly.

[1.9.141] - 2026-06-03

Improvements

• Forwarded emails from staff now create cleaner tickets: Core removes the FW: prefix from the ticket title and drops the staff member's empty signature block so the original request is easier to find and read.

[1.9.140] - 2026-06-03

Improvements

• Added a Reports button to the Assets page header. Click it to jump straight to the Device Report — and if you've filtered Assets to a company, that company comes along and the report loads for it automatically.
• Tidied up the Device Reports page: removed the duplicate device count and the redundant age-band list so the same numbers aren't repeated, and the lifecycle tiles (Monitored, Overdue, Warning, Compliant) now show a pointer on hover to make it clear they filter the device list.
• The age breakdown chart on Device Reports now always shows (it previously appeared blank for some companies).

[1.9.138] - 2026-06-03

Improvements

• Bulk contact association now recognizes more username formats, including first-name/last-name usernames and names with trailing device labels, so strong matches are suggested with higher confidence. If the device name also contains the person's name, the match is treated as certain.
• The Apply selected and Auto-apply 80%+ actions now stay visible at the bottom of the page, making it clearer whether you're applying reviewed rows or every strong match across all pages.

[1.9.136] - 2026-06-03

Improvements

• Device Reports now show the full asset lifecycle picture on one page: device counts by company, a lifecycle breakdown (monitored, overdue, warning, compliant), warranty status, and an age distribution chart — no more switching between tabs.
• The lifecycle tiles are now clickable on both Device Reports and the dashboard's Asset Lifecycle card. Tap Overdue, Warning, Compliant, or Monitored to instantly filter the device list to just those machines.
• The Warranty section now clearly separates devices that are already expired from those coming up for renewal, so you can act on the urgent ones first.
• You can now export Device Reports to PDF (for sharing) or Excel (for spreadsheets), just like the other reports — the Excel file has a separate tab for each section (devices by company, lifecycle, warranty, and age).
• The Custom Report Builder now exports to Excel as well as PDF, with each report block on its own tab so the numbers are easy to work with in a spreadsheet.
• Every report type now offers the same PDF and Excel download options, so exporting works the same way wherever you are.

Fixes

• Device Reports now show every device for a company. Larger customers were previously missing some of their machines.
• Device age is now calculated correctly — devices that used to show as Unknown age now display their real age, so the age distribution and "oldest device" figures are accurate.

[1.9.135] - 2026-06-03

Improvements

• The Bulk contact association screen for matching devices to people is clearer. Strong matches now start pre-selected, and choosing a person for any device automatically queues that row to apply — so the Apply Selected button appears right away instead of being hidden until you tick a box. The top button is now labelled Auto-apply high-confidence (all pages), making it obvious that it applies every strong match across all pages at once, not just the ones in view.

[1.9.132] - 2026-06-03

Improvements

• When time tracking brings in a company that looks like one you already have, we no longer create a duplicate. An exact name match is linked automatically, and a close-but-not-exact match is held in the Integration reconciliation queue so you can link it to the existing company or confirm it as new in one click. That queue is now the single place to review unmatched items, with quick links to the NinjaOne and EverHour matching screens.

[1.9.131] - 2026-06-03

Improvements

• Projects that came in from Asana or Everhour now show a Synced from link on the project page, so you can jump straight to the matching project in Asana or Everhour in one click.

[1.9.130] - 2026-06-03

Improvements

• The email receipt under a sent ticket message now groups recipients under To and CC, so you can see exactly who was emailed and in what role. Customer satisfaction surveys and approval requests now also show a delivery receipt on the timeline, and the ticket Activity log lists every email the ticket ever sent — assignment, status, completion, reply, survey, approval, and older messages — with each recipient's delivery state.

[1.9.129] - 2026-06-02

Fixes

• Resolution emails from monitoring tools (Huntress, NinjaOne) now thread onto the original alert ticket instead of opening a duplicate — even when the vendor leaves out the email threading headers that normally link a reply to its ticket. We match on the alert title and only thread when exactly one open ticket clearly matches, so recurring alerts and alerts that share a name across customers still open their own ticket.

[1.9.128] - 2026-06-02

Improvements

• After you send a reply or complete a ticket, the conversation now scrolls straight to your new message and briefly highlights it, so you can see it land in the thread instead of relying on a pop-up confirmation.
• Date dividers in a ticket conversation now pin flush to the top of the thread as you scroll, instead of leaving a gap where the previous message peeked through.

[1.9.127] - 2026-06-02

Improvements

• Personal projects now stay private. They no longer appear on the Projects list, in global search results, in the project assignment picker, or in contract and report project filters — they remain visible only to the person they belong to and on time tracking. Managers can still see their team members' logged time on those projects.

[1.9.126] - 2026-06-02

Improvements

• On the Team Capacity page, you can now click a team member's name to see all of their projects in one place. The view shows planned hours across the same week or month columns as the main grid, and you can add someone to a project or remove them without opening each project first.

[1.9.125] - 2026-06-02

Improvements

• You can now expand the ticket reply box into a larger, full-window view to write longer messages with more room. The rest of the screen — including the side panel with customer and ticket details — stays visible and usable while you compose, and the expanded view closes on its own once you send your reply, add an internal note, or complete the ticket.

[1.9.123] - 2026-06-02

[1.9.119] - 2026-06-01

Improvements

• You can now mark a ticket exempt from SLA right from the ticket — via the ⋯ actions menu or the SLA popover — and the SLA chip shows "Exempt" while it's active.
• The Activity log now records title edits, description edits, service-contact changes, and SLA-exemption toggles, so more of a ticket's history is visible at a glance.

[1.9.118] - 2026-06-01

Improvements

• Meeting requests sent on a ticket now show clearly in the Activity log as "meeting request sent · {booking label}", attributed to the staff member who sent them, with a jump link to the message — instead of a generic, duplicated "automation fired" entry.

[1.9.117] - 2026-06-01

Improvements

• Searching by just a ticket number (for example "3650") now finds and ranks that ticket at the top, even when other tickets mention the same number in their text.

[1.9.116] - 2026-06-01

Improvements

• Long ticket replies, internal notes, and completion notes now keep their action buttons reachable while you write.

[1.9.115] - 2026-06-01

Improvements

• Ticket messages now show clearer delivery details, including a timeline for sent, delivered, opened, clicked, failed, and bounced states.
• Company files now show image previews in the file grid, making attachments easier to scan.
• Ticket assignment, watcher, and pinned-ticket controls now handle tight spaces and hover states more cleanly.
• Ticket notification emails now keep better message formatting and include clearer ticket links.

[1.9.112] - 2026-06-01

Improvements

• Core AI draft and rewrite actions are now labeled consistently in the ticket reply composer.
• Completing a ticket now keeps the composer focused on the Complete status, so the final action is clearer.

[1.8.72] - 2026-05-27

Fixes

• The Integrations settings tab now takes you back to the integrations overview when you click it from a sub-page (like the Asana importer), instead of doing nothing.
• After you queue Asana projects for review from the importer, you're now taken straight to the reconciliation queue so you can act on them.

[1.8.71] - 2026-05-27

Browser tabs and history now name the page you're on

Every page now shows its own clear name in the browser tab and back-button history, instead of every page reading the same thing.

• Open browser tabs are now easy to tell apart at a glance — "Tickets", "Companies", "Billing", and so on.
• Detail pages name the record you're viewing, like "Mavrix Insurance | Companies" or a ticket by its number and subject.
• Back-button history is now scannable, so you can jump straight back to the page you want.

Fixes

• The SLA dashboard, calendar, and capacity views now show their page header and toolbar again (including the SLA dashboard's Reports button), which had stopped appearing.

[1.8.63] - 2026-05-26

A cleaner, more consistent Knowledge Base

Knowledge Base pages now keep their navigation and actions in the top bar, matching the rest of the app and freeing up the page for your content.

• Writing or editing an article? The breadcrumb and the AI, Save Draft, Publish, and Delete buttons now sit in the top bar instead of a separate strip above the editor.
• The Knowledge Base home page keeps search, the Health link, and New Space in the top bar.
• The Content Health page now shows where you are with a breadcrumb in the top bar.

[1.8.61] - 2026-05-22

Tighter access for team members and roles

We tightened a couple of permission gaps so people only see what their role needs.

• Team members no longer see Contracts in the sidebar or can open contract records. Managers, technicians, and admins are unchanged.
• Removed the unused Content Manager role from role pickers and settings. It was never assigned in practice; marketing blog content is managed separately.

[1.8.60] - 2026-05-21

Dashboard modules now show a chevron when there's more to scroll

The thin scrollbar from earlier today turned out to be too subtle on some screens — you couldn't always tell a module had more content below the fold.

• A small down-arrow now appears at the bottom of a module when there's more to scroll, and bounces gently to draw your eye. It disappears the moment you reach the end of the list.

[1.8.59] - 2026-05-21

AI assistant safety: audit trail and tenant isolation hardened

Follow-up to today's earlier safety release. While reviewing the new shielding layer we found two issues that meant the protections weren't fully active yet. Fixed.

• The audit trail of AI assistant actions is now actually recording. The earlier release introduced an audit log for every assistant action that changes data, but a configuration mismatch meant the log entries were being rejected behind the scenes. Now every assistant action lands in the audit trail as intended.
• The screener cache is now per-account, not shared across accounts. Internal lookups by content fingerprint are scoped to your workspace, so a verdict from one account can never be served to another even by coincidence.
• When the safety screener is briefly unavailable, the assistant correctly treats new content as unscreened instead of marking it benign — so a screener outage can't silently let hostile content through as clean.
• The note-status reminder dialog no longer accepts double-clicks. A fast double-tap on "In Progress" used to fire two saves back-to-back; now the first click locks the choice in.

You shouldn't see any difference in normal use.

[1.8.58] - 2026-05-21

Dashboard modules now fit in a single screen

Tall lists used to push everything else off the screen — you'd have to scroll past one giant module just to see which other ones needed attention. We've capped how tall each module can grow.

• Every module on your dashboard is now at most 400px tall (or 30% of your window height, whichever is smaller). Long lists scroll inside the module, so the rest of the dashboard stays visible at a glance.

[1.8.43] - 2026-05-19

Training and Company Events on the calendar

• Two new event types — Training and Company Event — sit alongside Out of Office, On Call, and Vacation. Training shows up in indigo, Company Event in amber, so they're easy to spot at a glance next to holidays.
• Schedule one tech, several, or the whole team at once. When you pick Training or Company Event, you get a multi-select picker plus an "Apply to all technicians" toggle. One submission creates one entry per technician.
• Edit the whole event in one place. Open a Training or Company Event from the calendar and you can change the date, time, notes, or roster — add new technicians, remove ones who can't make it, or push it to everyone — and the change applies to every entry in the event.
• Delete the whole event with one click. "Delete Group" removes the event from every technician at once, with a confirmation step.
• The calendar legend, filters, and dashboard "Team Availability" card all know about the new types. Filter by Training or Company Event to see only those, and the dashboard now shows graduation-cap and people icons for the new categories.

[1.8.34] - 2026-05-14

Setup checklist follow-ups

• The company setup checklist badge is easier to read at a glance. Warning and critical states now use distinct icons instead of the same exclamation mark, so it's obvious which companies are nearly done versus far behind — including for people who can't reliably tell red from amber.
• Required KB tags show up cleanly in the popover — the "KB tag:" prefix is gone, so the list reads like the rest of the checklist.
• Adding or removing a required tag in Settings → Setup checklist now shows a confirmation toast, and changes apply to open company pages on the next visit.
• On narrow screens, the loading-failed badge shows "? / N" instead of an ambiguous "— / —", so you can tell at a glance how many items the company has when the score itself didn't come through.

[1.8.33] - 2026-05-14

AI Runbook and AI Triage are now available to everyone

• AI Runbook is on for every workspace. Click the runbook button on a ticket to generate (or regenerate) a step-by-step checklist tailored to that issue, drawn from your KB articles, similar past tickets, and existing templates. No setup required.
• AI Triage in automations is on for every workspace too. Add the AI Triage step to an automation and it just works — categories, priority, ticket type, and KB suggestions show up on new tickets without you wiring up anything.
• Heads-up for existing automations: if you previously added the AI Triage step to an automation but didn't have AI configured, the step quietly did nothing. It now runs on every matching ticket. Open your automations and confirm that's what you want before relying on the suggestions.

[1.8.32] - 2026-05-14

Readable colored text in dark mode

• Colored text and highlights in tickets are now legible in dark mode. When someone formats a reply with the editor's color picker (blue, green, brown, purple, etc.), those colors used to come through as dark hues that nearly vanished against the dark background. They now switch to brighter, dark-mode-friendly shades automatically.

[1.8.24] - 2026-05-13

Knowledge Base headers feel like first-class pages

• Space and article pages now use the app's top header bar. When you open a knowledge-base space, the space name, visibility badge, "Edit space" button, and "New article" button live in the header at the top of the screen instead of taking up room in the page body — giving you more vertical space for the article list.
• Article pages do the same. Pin and Edit live up top alongside a breadcrumb back to the parent space, so you can jump between articles without scrolling.

[1.8.23] - 2026-05-13

Experimental "AI" and "Files" pages have been removed

• The standalone AI chat and Files pages (previously listed under Experimental in the sidebar) are gone. We're heading in a different direction with these and the dedicated surfaces weren't getting used. File attachments on tickets, knowledge-base articles, and companies are unchanged — those are the supported places to upload and find files.

[1.8.19] - 2026-05-13

Project Works replacement is in (early access)

A new set of operational features lets you replace Project Works with Core. Everything here is in early access and hidden behind your owner's experimental toggle — turn it on per user from the team-member page, then look for the new Experimental section in the sidebar.

• My Work — your own per-project tracker. For every active project you're on, see how much was planned for the month, what you've already logged, what's suggested by today's date, and what remains. Projects where you've already hit your monthly plan collapse to a separate section so the main list stays focused.
• Team Capacity — a roster grid showing planned vs. actual hours for the team across the month. Filter by operating unit, switch the date window, and spot who's over- or under-allocated at a glance.
• Project budgets and change orders — open any project's Budgets tab to add one or more budgets (original scope, change order, hardware, licensing), each with line items in hours or dollars, plus a month-by-month payment schedule. Attach signed PDFs to the specific budget they justify. Burn, EAC, and remaining-budget tiles roll up automatically.

---

title: "May 10, 2026" date: "2026-05-10"

[1.8.8] - 2026-05-10

• NinjaOne settings now clearly show when the saved connection secret will stay unchanged, and changing it requires an explicit action.

[1.8.7] - 2026-05-10

• NinjaOne setup now supports a custom dashboard link domain, so device links can open in your branded NinjaOne portal.
• NinjaOne devices shown on ticket details are now clickable, making it faster to jump from a ticket to the matching device dashboard.

[1.8.5] - 2026-05-09

Required alerts for admin access changes

• Admins are notified when sensitive access changes. Owners, super admins, and admins now receive an in-app alert when someone is invited with admin-level access or promoted into a higher admin role.
• Security alerts stay on. These alerts are automatic for every workspace and cannot be turned off in notification preferences.

[1.8.4] - 2026-05-09

Email notifications now adapt to dark mode

• Easier on the eyes after hours. When someone opens one of our emails on a device set to dark mode, the message now shows a dark background with light text instead of a glaring white panel. Emails still look the same in light mode.
• Covers every notification type. Ticket confirmations, status updates, reply notifications, assignment alerts, daily digests, SLA warnings, customer surveys, portal invitations, meeting requests, and more all flip automatically based on the recipient's device setting.
• Sign-in and invitation emails too. The "Sign in to Core" magic-link email and the "You have been invited" email now match the recipient's preference as well.
• No action needed from you. This applies to every existing tenant. If you've customized any of your email templates, your edits are preserved — the dark-mode styling is layered on top at send time.

[1.8.3] - 2026-05-09

Cleaner change history on company pages

• See every change, not just the last few. The Change History section on a company page now lists the full history. We no longer cut it off after 3 entries or hide more than 5 fields per entry.
• People show as names, not IDs. When a primary technician, secondary technician, account manager, primary contact, or default ticket project changes, the history now shows the actual person or project name instead of a long string of letters and numbers.
• No more phantom entries. Saving a company without touching unrelated fields used to record empty-to-empty edits (for example, a "Country" change you never made). Those are now suppressed both at write time and in the display, so the history only reflects real edits.

[1.8.2] - 2026-05-08

Send a ticket for approval on demand

• Request Approval from any open ticket. A new "Request Approval" item under the ticket Actions menu opens a dialog, sends the approver an approve/reject email, and moves the ticket to "Approval Needed" — no automation rule required.
• Set a default approver per company. The company edit form now has "Default approver email" and "Approver name" fields. When you click Request Approval on a ticket, the dialog pre-fills with that company's default. You can override per-ticket if a different person needs to approve this one.

[1.8.1] - 2026-05-08

Billing follow-ups

• One click from billing banners to Stripe. "Update billing", "Resubscribe", "Renew subscription", and "Resume plan" buttons in the banner now open the Stripe portal or checkout directly, instead of routing you through the billing page first.
• Sidebar reflects what you can use. When a workspace is paused for billing, the sidebar now only shows Settings — non-reachable items (Tickets, People, Companies, etc.) are hidden so clicks no longer bounce you back silently.
• Banner dismissal sticks. Dismissing the trial or scheduled-cancellation banner now stays dismissed across pages. It comes back when urgency increases (for example, when your trial drops to the last 3 days) so you don't miss the time-sensitive reminder.
• Smoother billing page load. The billing page now shows a skeleton placeholder while it loads, instead of the bare "Loading billing..." text.
• Less layout jump on banner appearance. Workspaces that will see a billing banner now reserve space for it during the page load, so content below doesn't shift down when the banner streams in.
• Banner copy cleaned up. Phrases now consistently refer to "your workspace" across the past-due, canceled, and expired messages.

[1.8.0] - 2026-05-08

Billing grace period and admin-visible billing notices

[1.7.1] - 2026-05-07

Suspending a team member now handles their recurring tickets

• The off-board wizard now lists every recurring ticket rule the user is the default assignee on, with a picker to hand those rules off to someone else (or leave them unassigned). No more rules silently kept firing onto a terminated user's queue.
• The wizard also lists rules where the user is on the internal follower list and removes them from those lists when you suspend the account.
• New tickets created from a recurring rule won't land on a suspended user. If a rule still references someone who's been suspended (or whose account no longer exists), the new ticket is created unassigned and the suspended user is dropped from the follower list — so no notifications or "why am I assigned this?" surprises after a hand-off.

[1.7.0] - 2026-05-05

Hourly billing on contracts + Billables Report inline triage

• Three new hourly billing methods on contracts: Time & Materials (straight rate × hours), Retainer (X included hours per period + overage rate), and Block of Hours (purchased pool that depletes over time, FIFO drawdown, with auto-overage or "alert me to sell another block" when depleted).
• Hourly types live alongside per-contact and flat-rate types on the same contract. Mixed contracts work — e.g. 20 users on MSP Standard + a Network Admin flat rate + a hourly retainer for a separate user group, all on one contract.
• Inline triage in the Billables Report. When billable time is logged on contacts who aren't assigned to a billing type, the report now shows a yellow banner ("Xh from N contacts aren't assigned — assign before invoicing") and a pinned Unassigned section. Each row has a billing-type picker grouped by contract, so admins can route the time and finalize billing without leaving the page.
• Hourly Billing Summary panel on the report shows hours, covered/overage split, and dollar totals per billing type, with retainer-overage indicators and a Block Balances widget showing each block's remaining hours and low-balance warning at the tenant's configured threshold (default 20%).
• Project-level billing override: a project can be tagged to route all its time entries to a specific billing unit type, regardless of the contact's normal assignment. Useful for out-of-scope hourly work on otherwise-MSP-covered contacts.
• Non-billable projects (Internal, Goodwill, Warranty) are now an admin-only project flag — time logged on them never appears on the Billables Report.
• Hourly mutex: a contact can only be on one active hourly billing type at a time per tenant. Multiple non-hourly per-contact line items still stack freely (MSP Standard + Premium Support + SAT License is fine).

[1.6.16] - 2026-05-01

Paste screenshots into a new ticket's description

• The Description field on the New Ticket form now supports rich text and pasted images. Drop in screenshots, format text with bullets and headings, and attach files inline — no more plain-text-only descriptions.
• Existing ticket descriptions still display correctly. Editing an older ticket converts its description into the new editor without losing the original text.

[1.6.14] - 2026-05-01

Private teams are now actually private — even from admins

• Mark a team as private to hide it from anyone who isn't on it. Previously, admins and owners could always see private teams and their members regardless of the privacy setting. Now privacy means privacy: only the people added to the team see it on the Teams page, and team-member details only show up for those members.
• Whoever creates a private team stays on it. When you create a non-default team, you're automatically added as a manager so you don't lose access to a team you just made.
• Public teams are unchanged. Anyone with permission to view teams still sees public teams as before.
• To grant access, add the person to the team from the team's edit page. To restrict access, mark the team as private and remove anyone who shouldn't see it.

[1.6.13] - 2026-04-30

Time entries with very long ticket descriptions can now sync

• Everhour sync no longer gets permanently stuck on tickets with huge descriptions. When a ticket's description was large enough that Asana rejected it as "rich text too large," the time entry would fail every retry and eventually freeze on an error. Sync now caps the description at a safer size, and if Asana still pushes back it automatically retries with just a "View in Core" link so the task gets created. Existing entries that were already frozen need to be retried once after this update to clear the error.

[1.6.11] - 2026-04-30

Feedback alerts now reach everyone who handles them

• Super-admins, admins, managers, and observers now get notified when new feedback comes in. Previously only the account owner saw the alert in their inbox, even though managers and admins were already responsible for triaging and responding. The notification audience now matches the people who can actually open the feedback page.
• Owners still get the alert. Nothing was removed — the audience was widened.
• Documentation feedback is unaffected. Those submissions continue to go to the platform team only and don't notify your tenant's staff.

[1.6.10] - 2026-04-29

Feedback page redesign

• The feedback detail page now shows who the feedback came from at a glance. When a feedback is tied to a ticket or a portal user, you'll see the customer, the contact, and the linked ticket right in the sidebar — no more clicking into the ticket to figure out the context.
• Anonymous feedback is now clearly labeled. If a submission has no customer, contact, or linked ticket, the page shows an "Anonymous submission" notice instead of leaving the section blank.
• The feedback list no longer shows a "Tenant" column. You're always looking at your own organization's feedback, so the column was just noise.
• The page header now uses the top bar. Feedback subject and status appear in the breadcrumb at the top of the screen, and the redundant title and back button in the page body have been removed — more room for the actual feedback content.
• The sidebar is tighter and easier to scan. Status, linked context (ticket, customer, contact, email, submitted date), and technician contributions are grouped into focused sections instead of three larger cards.

[1.6.9] - 2026-04-29

Password sharing is now zero-knowledge

• We can no longer read your shared content — even if we wanted to. Every new share is encrypted in your browser using a decryption key only the recipient ever sees. Our servers store the encrypted blob and nothing else.
• The link and the decryption key are now two separate things. When you create a share, you get a copy field for each, with clear guidance to send the link by email or chat and the key by SMS, phone, or in person. If both ever end up in the same message, the encryption can't protect you — anyone reading that message has everything.
• Decryption keys are auto-generated and strong. You can keep the suggested key, regenerate a new one, or type your own (minimum 12 characters). Either way, we never see it and can't recover it. Lose it and the share can't be opened.
• First-time creators see a "we never see this key" highlight. Click it once and it stops appearing — a small reminder so the trade-off is obvious before you ship credentials around.

[1.6.3]

A clearer “who’s logged in” at the top of the sidebar

• The top of the left sidebar now shows you — your name, profile picture, and role instead of the workspace icon and company name. If your team uses more than one workspace, you can still switch workspaces from the same spot; each option shows that workspace’s name and icon so you know where you’re going.

[1.6.2]

Videos dropped onto a brand-new knowledge base article now embed

• Dropping a video onto a brand-new article now embeds it inline instead of leaving an empty "Add video" placeholder. Auto-save was running before the upload finished, so the article was getting saved with an unfilled video block and only the file in the Attachments list. The video now lands in the article body the way you'd expect, with background transcription still kicking off automatically.

[1.6.1]

Fewer surprises when changing a ticket's company or contact

• You can now change a ticket's company from the ticket page. The company picker is no longer locked when a contact is already attached.
• Changing the company on a ticket clears the contact when they belong to a different company. You'll be prompted to pick the right contact for the new company, so a ticket can never end up with a contact who doesn't belong to its company.
• Tickets and contacts no longer get silently moved to the wrong company in the background. Reassigning a ticket only affects that ticket — it never quietly changes the contact's company or rewrites their other tickets.

[1.6.0]

More storage, with room to grow

• 100 GB of storage included per technician, pooled across your team. Up from 5 GB per technician. A 10-tech shop now starts with 1 TB of shared space — enough for years of normal use without thinking about it.
• Need more? Add 100 GB blocks for $7 a month. When your team is filling up, the billing page lets you add or remove blocks with one click. Blocks are billed prorated, so you only pay for the time you have them.

[1.5.62] - 2026-04-27

Drop a video into a new article without losing it

• Drag-and-drop a video while writing a new knowledge base article and it just works. The article saves itself as a draft, the video is attached, and we start transcribing it in the background — no need to remember to save first.
• Faster People list. The People page loads more quickly even on tenants with thousands of contacts and tickets.

[1.5.60] - 2026-04-27

AI Assistant: more things you can ask it to do

The sidebar assistant gained ten new capabilities so it can answer more questions and take more actions on your behalf.

• "What am I onsite for this week?" — the assistant can list your scheduled onsite visits, filter by customer, or pull a date range.
• "What's the SLA on T-1234?" — get the response and resolution targets, current status (met / at risk / breached), elapsed time, and whether the clock is paused.
• "What's the budget on the Acme rebuild project?" — search projects by name, status, or customer, and pull full details including hours used vs. estimated, budget vs. actual cost, members, and linked tickets.
• "List active contracts for Acme." — search contracts by customer, status, or title, with term dates and billing model.
• "Show me my time entries for today." — list your own time entries scoped to today, this week, all-time, or a specific ticket — total minutes included.
• "Mark step 3 done on T-1234." or "Mark the backup item done." — check off checklist items by position number or by item text.
• "Update Bob Smith's email to bob@acme.io." — change a contact's email, phone, job title, department, status, or company link.
• "Change Acme Corp's website to acme.io." — update a company's email, website, status, or address.

[1.5.50] - 2026-04-25

Cleaner page headers

• More pages now make better use of screen space. Reports, SLA Dashboard, Blog Management, Checklists, Knowledge Base, Feedback, Time Entries, Calendar, and Onsite Overview now use cleaner headers with fewer repeated titles and less extra spacing.
• Header actions now feel more consistent. Common actions like creating teams, opening reports, and starting new articles now use compact buttons that better match the rest of the app.

[1.5.49] - 2026-04-25

Cleaner dashboard actions

• Dashboard actions now take up less space and have a clearer focus. The dashboard selector, new dashboard button, and customize button now live in the header, with Customize highlighted as the main action.

[1.5.48] - 2026-04-25

Email and dashboard polish

• Core invitation and sign-in emails now feel more polished and recognizable. The updated messages use clearer subject lines, Core branding, and easier-to-read calls to action.
• The dashboard no longer repeats the page title. The dashboard title now appears once in the header, leaving more room for the dashboard controls and cards.

[1.5.47] - 2026-04-25

Interface polish

• Forms, status labels, and file upload areas now look more consistent across Core. Several screens now better match the rest of the app, including dark mode, ticket forms, contract attachments, team member details, SLA helpers, and settings.

[1.5.46] - 2026-04-25

Branded email avatar

• Core emails now show the Core IT logo in inboxes that support verified sender logos. This makes official messages easier to recognize at a glance.

[1.5.45] - 2026-04-25

[1.5.44] - 2026-04-24

AI Assist: the Customer and Contact boxes update after AI extracts the email

• Proposing AI rules now re-runs the match. Previously, asking AI to find an email buried in a phishing forward would extract the email correctly — but the Customer and Contact boxes below kept showing "No match — pick the correct customer" because the match was computed before AI ran. Now, as soon as AI proposes rules, Core re-runs the lookup with the AI-extracted values, so the boxes auto-fill with the right customer (matched by email domain) and contact (matched by exact email) if they exist.

[1.5.43] - 2026-04-24

Service-account tickets now auto-assign to the right technician

• Auto-dispatch works on the first try for service-account emails. When a monitoring tool (NinjaOne, Defender, a forwarded help-request form, etc.) sends in a ticket and your Resolve Contact step successfully identifies the real user and their company, those are now stamped on the ticket at the moment it's created. Previously the company got filled in a split-second later — which meant any "assign to the customer's primary or secondary technician" rule ran before the company was known and left the ticket unassigned. Tickets from service accounts will now route to the correct technician just like any other inbound email.
• Customer-specific lanes in "Ticket created" workflows now match correctly on service-account emails too. If you have a lane that only applies to a specific customer (e.g. a custom approval flow for one client), it will now fire on service-account tickets once Resolve Contact has identified that client.

[1.5.42] - 2026-04-24

AI Assist: one clean rule per field

• AI now proposes at most one rule per field. Previously it sometimes duplicated — e.g. an Email rule from the subject AND another Email rule from the body that pulled the same address. Since the runtime only applies the first rule that matches a target, the extras were just noise in the review list. The prompt now asks for a single best rule per target, and the server also deduplicates before showing the results.
• AI prefers specific labeled patterns. When an email address appears after a label like or or inside parens after "learner"/"user", the AI now anchors its regex to that label — that's more reliable than scanning the whole body for any email. Source preference order is body_text > subject > body_html.

[1.5.32] - 2026-04-23

Core-managed "Email received" is fully locked and now ships with starter steps

• The trigger Configure sheet on the Core-managed "Email received" automation is read-only. Opening it used to still let you set From Address and Subject filters — which didn't make sense for a workflow Core owns. It now shows a "Managed by Core" explainer plus the "Handled by Core" summary of what happens at ingest, with a single Close button.
• Existing workspaces that had only the system step now get the starter pipeline retrofitted. If your "Email received" workflow was still just the locked Service-account routing step with nothing underneath, it now has customer-editable Resolve Contact and Create Ticket steps added beneath it — the same pipeline fresh workspaces get. Workspaces that had already built their own steps are left alone.

[1.5.31] - 2026-04-23

Email-received trigger, simplified

• The Configure sheet for the "Email received" trigger is much simpler. The only things you can set now are the sender and subject filters for which emails should fire this automation. Parser type, regex patterns, strip-HTML, trusted-service-account provider, body-format — all gone from the editor. A new "Handled by Core" card tells you what Core already does for you behind the scenes (parses the email, detects service-account senders, exposes email.from, email.subject, email.body_text, email.parsed.*, and so on).
• "Test with past email" moved from the header to each customer step. Instead of a single global button, hover any of your own steps on an email automation and click the flask icon to replay a past ticket against the full saved automation. The locked system step doesn't show it — the preview is framed around the logic you're building, not a debug tool.
• New tenants start with a working email → ticket pipeline. The seeded "Email received" workflow now includes a customer-editable Resolve Contact step and Create Ticket step beneath the locked service-account routing step, so a brand-new workspace already creates tickets from inbound email without any setup. Existing tenants' workflows are left alone.

[1.5.2] - 2026-04-22

Post-review polish: error sanitization, better defaults, one provider

• Complete Ticket dialog now uses Shadcn <Checkbox> and <Textarea> primitives for consistent focus styling and dark-mode support, keeps your typed notes if completion fails (no more retyping), and adds an accessible hint under the internal note making it clear the note is teammate-only.
• AI Runbook command in Cmd+K. When a ticket detail page has ?ai-runbook=true in the URL, the global search palette gains a Generate AI Runbook action tied to that ticket — same flow as the Suggest runbook button in the checklist card, keyboard-first.
• Tenant-configurable AI simplified to xAI. The AI settings page, key-setup UI, and the tenant AI client now only accept an xAI API key. Existing Anthropic-configured tenants should swap their key in Settings → AI. (Platform-level embeddings, moderation, and query synthesis still use OpenAI; those are Core's own keys and don't appear in tenant settings.)
• Runbook errors are user-safe. Raw database error messages no longer leak into toast notifications when a runbook fails to save or regenerate — you get a generic fallback and the detail stays in the log.
• AI triage only_if_unset fix. The "don't overwrite set fields" guard now reads current ticket values from the database, so category and ticket-type are correctly respected (the trigger payload didn't include those columns).
• AI triage reliability. Category and ticket-type lookups now cap at 200 rows and hard-fail if either query errors, so the model never prompts against a silently truncated candidate list. SLA tier lookup now tolerates either object or array shape from the joined sla_policies row.
• KB draft uses the latest resolution note instead of the earliest when a ticket was reopened and re-resolved.
• and trigger, matching the rest of the schema.

[1.4.47] - 2026-04-21

Feature-review follow-ups — sensitive data hardening, docs, small UX wins

• Sensitive employee data: write paths (upsert, delete, revokeFieldAccess) now verify the session with auth.getUser() — matching the standard already set by grantFieldAccess. Grants additionally check that the viewer is an active member of your workspace before writing, so stale or cross-tenant user IDs can't slip a dangling row through RLS.
• Sensitive data tenant isolation: new DB trigger set_tenant_id_for_sensitive_data_access_trigger derives tenant_id from the authenticated session on every insert. App code no longer passes tenant_id on sensitive-data writes — the DB is the single source of truth.
• Goals: createGoal, updateGoalProgress, updateGoalDetails, updateExternalGoalsLink, deleteGoal now emit log.error through evlog on DB errors so PostHog has a trend signal for goal-write failures.
• External goals link now runs a client-side http:/https: scheme check before rendering the external <a> — a bad scheme falls back to plain text. Saving now fires a success toast instead of just collapsing the editor.
• : service-account contacts (alerts@, billing@) are no longer forced to have an email or phone number.

[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.

[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

Behind-the-scenes stability release — E2E test-suite refactor and small internal fixes (URL param clearing and beta-feature sidebar propagation). No user-facing changes.

[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

[1.1.2] - 2026-03-13

Added

• Dedicated feature pages for Contracts, Integrations, Onsite Scheduling, File Management, Notifications, Customer Feedback, Categories & Tags, Activity Tracking, and Goals & OKRs
• 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

---

title: "Code quality maintenance" date: "2026-03-06" version: "1.0.15"

[1.0.15] - 2026-03-06

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

---

title: "Email delivery tracking, SLA alerts, and admin failure notifications" date: "2026-03-06" version: "1.0.12"

[1.0.12] - 2026-03-06

Email Delivery Status in Ticket Timeline

• 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

• Workspace 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

[0.33.6] - 2026-02-05

Improved

• Inbox dismissed view - "Show dismissed" button now properly displays previously dismissed notifications

[0.33.5] - 2026-02-05

Improved

• Ticket contact information - Phone number labels now display consistently in tickets

[0.33.4] - 2026-02-05

Improved

• Inbox navigation - Streamlined sidebar by removing duplicate inbox link, accessible via dedicated icon button

[0.33.3] - 2026-02-05

Improved

• Notification settings - Added helpful OS-level notification troubleshooting guidance when push notifications are active

[0.33.2] - 2026-02-05

Added

• Push notification delivery - Browser push notifications now delivered in real-time when new notifications are created
• Notification preferences - New settings page to manage push and email notification preferences
• Inbox in sidebar - Quick access to the inbox from the main navigation

---

title: 'February 4, 2026' description: 'Latest updates and improvements' date: '2026-02-04'

[0.32.51] - 2026-02-04

Improved

• 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

---

title: "January 28, 2026" description: "Dashboard grid layout and widget size visibility"

[0.32.18] - 2026-01-28

Changed

• Dashboard layout now uses a grid with consistent widget sizes for a more predictable arrangement
• Stats modules (My Tickets, Companies, Contacts, etc.) appear in their own row at the top for a cleaner layout

Added

• When customizing the dashboard, each module now shows its size (e.g. 2x1) so you can see how it will fit in the grid

---

title: "January 27, 2026" description: "Customizable dashboard with drag-and-drop module reordering"

[0.32.12] - 2026-01-27

Added

• Bulk update recurring ticket times now supports updating just the time

[0.32.11] - 2026-01-27

Added

• Recurring tickets now default to sorting by next run time

[0.32.10] - 2026-01-27

Added

• Bulk update recurring ticket times - select multiple recurring ticket rules and update their next run time all at once

[0.32.9] - 2026-01-27

Added

• Bulk update recurring ticket times - select multiple recurring ticket rules and update their next run time all at once

[0.32.8] - 2026-01-27

Changed

• Improved contract period date selection with separate start and end date fields for easier date entry

[0.32.6] - 2026-01-27

Added

• Save and recall QBR sessions with full configuration persistence
• QBR lifecycle tracking with invite sent, meeting scheduled, and email sent dates
• Interactive question selection with checkboxes and custom question support
• Per-question notes for capturing discussion points during reviews
• Action items management with carry-forward from previous QBRs
• Attendee tracking with internal/external distinction and role assignment
• Quarter-based date selection with automatic date range calculation
• QBR selector to quickly switch between past reviews for a company

[0.32.5] - 2026-01-27

Added

---

title: "January 26, 2026" description: "Batch technician assignment for companies"

[0.30.7] - 2026-01-26

Added

• Batch assign primary and secondary technicians to multiple companies at once
• Visual status indicators showing which companies are missing primary or secondary technicians
• Row selection in the companies table for bulk operations

---

title: "January 24, 2026" description: "Checklist import improvements"

[0.30.4] - 2026-01-24

Added

• 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 a 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
• Portal Login: Improved login experience by automatically reactivating inactive portal memberships
• 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 for higher-level 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 feedback response system that lets teams respond directly to customer feedback with rich text formatting. Responses can be sent as emails to customers or saved as internal notes, and multiple responses per feedback item create a conversation thread that tracks every interaction.

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.

Enhanced Customer Feedback Form

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
  • Contracts: Converted to mobile-responsive sheet
  • Departments: Updated to use sliding drawer

• Simplified Navigation: Eliminated dedicated "/new" pages

  • Faster workflows - no page navigation required
  • Forms stay in context of where you're working
  • 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.

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v0.17.15

Fixed

Email Notification Reliability

Improved reliability of email notifications. All notification features continue to work as expected.

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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
• Keyboard Shortcut: Added Cmd/Ctrl+Enter keyboard shortcut to send meeting requests quickly

Meeting requests now send reliably with a clean, professional email containing only the booking link (no redundant ticket links).

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v0.17.13

Improved

Meeting Request Email System

Technicians can now send booking links to customers directly from ticket details pages:

• Send Meeting Requests: New "Send Meeting Request" button when you have a primary booking link configured
• Custom Messages: Add optional context or information to personalize each meeting request
• Email Template: Professional email template with your branding and booking link
• : Meeting requests are automatically logged in ticket activities

v0.17.7

Improved

Navigation Experience

• Consistent Page Headers: Dashboard, Teams, Departments, Forms, Chat, and Files pages now feature unified header design

  • Titles and action buttons are consistently positioned across all pages
  • Page titles appear on the left for easy scanning
  • Primary actions (like creating teams or uploading files) are conveniently located on the right
  • Mobile-responsive design with abbreviated button text on smaller screens

• Seamless AI Chat Navigation: Chat and Files pages are now cross-linked for easier workflow

  • Upload documents directly from the Chat page
  • Jump to Chat immediately after uploading files
  • Streamlined document management experience

• Onsite Overview Access: Quick navigation back to Companies list from the Onsite Overview page

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v0.17.6

Integrations

Everhour Time Tracking

• Bi-Directional Timer Sync: Timers now sync automatically between Core and Everhour when tied to tickets

  • When you stop a timer in Core, it automatically syncs to Everhour
  • When you stop a timer in Everhour, it updates the corresponding timer in Core
  • Only syncs timers that are linked to tickets (not tracking time outside Core)
  • Automatic retry mechanism handles sync failures gracefully
  • Sync status is clearly tracked and visible

• 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
• When configured, emails appear from your custom domain (e.g., support@yourcompany.com)
• 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)"
• Example: "Updated by: Joshua Bechard 21:50 11/06/2025 (CST)"
• 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