Release notes
What shipped, and when.
Customer-visible changes that reached production, newest first. Last entry: Sep 25, 2026. Availability notes say when a plan, permission or setting is involved.
September 2026
Choose exactly who receives each reply
Replies have an editable To field that starts with the requester, plus CC and BCC with suggestions from the people on the ticket. Recipients are saved with drafts, and each sent reply shows who it went to.
See it in contextThe reply box works on phones
On small screens the recipient fields, editor and Send button stay reachable, even under a tall ticket header.
Forward a conversation by email
Preview the customer-visible conversation, add a note, choose the sending mailbox and forward it to any address. Internal notes, attachments and private portal links are left out.
See it in contextUnfinished portal requests come back
A signed-in requester’s unfinished request — answers and current step — is restored in the same browser for up to 30 days. Files and pasted images need to be added again.
Merge a duplicate from an open ticket
Merge Ticket now works from inside an open ticket as well as from the list.
Request approval on any ticket
Send one person — a client contact or any email address — a saved summary to approve or decline. They confirm with an emailed code and need no account. The decision and their note are recorded, and the ticket’s status is left alone.
See it in contextExcel workbooks with links can be uploaded
Portal uploads accept standard Excel workbooks that link to other workbooks. The links are kept, not opened.
Portal settings, reorganized
Portal settings are grouped into overview, branding and content with a live preview, request experience, schedule and alerts, access, routing, and domain. Saving changes only the fields you edited and warns if someone else changed the same portal.
Scheduling guidance and due-date reminders for portals
Show a workload calendar when requesters pick a date, warn about busy days or require acknowledgement, notify requesters when a due date changes, and send reminders before, on or after the due date.
See it in contextScreenshots in internal notes
Paste, drop or pick up to ten images in an internal note. They stay with the team and are never sent to customers.
Delete an internal note
Authors can delete their own notes; teammates who can delete tickets can delete any note.
Larger portal attachments, and PowerPoint files
Up to 50 MB per file and 10 files per submission or reply. Modern .pptx files are accepted; files are checked before they are attached.
Desktop notifications
Opt in per browser to see a notification banner while you work in another tab or app. Banners leave out ticket details.
A home for AI in the workspace
The AI page now gathers the entry to your Copilot workspace, AI-reviewed tickets and suggestions, recent Copilot work and AI automations.
Due dates in the ticket list
Workspaces that track due dates get an editable Due date column and a “Due date (soonest)” sort. Everyone can show or hide the Client column.
August 2026
Filter tickets by sender
Match an exact sender email address. The filter carries into saved filters, exports and bulk actions.
Put the needed-by question first
Each portal can ask for the requested date first, or after the description.
Signatures on automatic emails
A workspace default signature is used for automatic acknowledgements, and each confirmation automation can use the default, its own signature, or none.
Rename ticket statuses
Relabel the five statuses. The new names appear on tickets, filters, the portal, notifications, reports and exports; how each status behaves is unchanged.
Wish List
Move an active ticket to the Wish List, out of the working views, and bring it back later. Requesters see a Wish List note in the portal.
Clearer step-by-step portal forms
A “Step X of Y” header, a switch to view all sections, and submission only from the final step.
Forms that add or skip whole steps
Questions that depend on earlier answers update correctly, and steps appear only when they apply.
See it in contextBuild a customer portal with Copilot
Describe the portal or attach the form you use today. Copilot asks setup questions, shows the complete portal and form, and creates it only after you confirm.
See it in contextMore than one workspace
“Create workspace” in the account menu makes a separate workspace with its own tickets, settings and team, and a switcher appears once you belong to more than one.
Safer clean-up for request types and portals
Restore or permanently delete archived request types, and delete unused portals after reviewing an impact summary. Portals with past submissions can be turned off instead.
Several portals for one client
Give different departments or workflows their own portal, each with its own address and settings.
Copilot acts on tickets after you confirm
Copilot can propose assignments, status and priority changes, field updates, internal notes, customer replies, tags and folder moves. Nothing happens until someone confirms the exact change.
See it in contextLive web research in Copilot
Turn on live web search for a single question and Copilot cites the public sources it used.
Portal sign-in on the portal’s own address
Microsoft and Google sign-in work on a portal’s Assist Engine address and on a verified custom domain.
Email alerts for client replies
A “Client Replies” option in personal email notifications, which respects “Only my tickets”.
One Export dialog
Export tickets as CSV, JSON or Excel, or download the ticket register, using the current filters.
Earlier capabilities — work profiles, adaptive request types and saved reply drafts among them — predate these notes and are covered in the product tour.
