Changelog

Latest product updates and new features

October 25th

Ticket FieldsAIAnalyticsMajor

v2.0

Custom Ticket Fields with AI Auto-Population

Create and manage custom fields for tickets with AI-powered automatic population, advanced analytics, and intelligent validation.

Key Features

🎯 5 Field Types: Text, Number, Dropdown, Boolean, and Product fields with full customization
🤖 AI-Powered Population: Automatically fill fields by analyzing conversation context, order history, and similar tickets
📊 Advanced Analytics: Track field usage, trends over time, and drill down into specific values
🛍️ Smart Product Selection: Search from customer orders and full product catalog with variant support
✅ Intelligent Validation: Context-aware required field validation with automatic review workflows
🔍 Powerful Filtering: Filter inbox by any field value with grouped search interface

Field Types

Text Field

Single-line or multi-line input
Auto-save on blur or Enter key
AI can extract information from conversations

Number Field

Integer or decimal values
Auto-save on blur or Enter key
Perfect for quantities, amounts, or ratings

Dropdown Field

Single-select with custom options
Supports nested hierarchies (e.g., Category > Subcategory)
AI selects most appropriate option based on context

Boolean Field

Yes/No toggle
Instant save on change
Simple binary choices

Product Field

Search from customer’s recent orders (prioritized)
Access full product catalog from all shop integrations
Variant support with nested selection
Shows order context (e.g., “iPhone 15 - 256GB Black (Order #12345)”)
Redis-cached for fast loading
Works with Shopify, WooCommerce, and more

AI Analysis Features

Automatic Population

On Creation: Analyzes first customer message to populate all AI-enabled fields
On Resolution: Retries missing required fields with full conversation context
Confidence Scoring: Only saves values with high confidence (>0.7)
Similar Tickets: Learns from patterns in previously resolved tickets
Product Context: Extracts products from customer’s order history

Smart Review Workflow

When AI fails to fill required fields after 3 attempts:

Automatically sets ticket to On Hold status
Applies Needs Review sub-status
Appears in dedicated “Needs Review” system view
Agents can manually fill missing fields and resolve

Analytics Dashboard

Track field performance and usage patterns:

Top Used Values

Horizontal bar chart showing most popular field values
Click any value to drill down into tickets
Filter by date range and data scope

Trends Over Time

Multi-line chart tracking value usage trends
Smooth curves for pattern identification
Automatic detection of highest-usage values

All Values Table

Paginated table of all field values
Sortable columns with search
Click-to-filter integration with inbox

Filtering & Search

Field-Based Filtering: Filter inbox by any field value
Grouped Interface: Fields grouped with searchable options
Multi-Field Support: Apply multiple field filters simultaneously
Label Preservation: Maintains filter context during navigation
Backend Optimization: Efficient query preprocessing for complex filters

Validation System

Context-Aware Validation

General Context: Only validates non-AI required fields
Resolution Context: Validates all required fields (AI + non-AI)
Bulk Operations: Prevents bulk resolution if tickets have missing required non-AI fields
Preview Modal: Shows affected tickets before blocking action

Field Key Validation

Auto-generated from display name
Real-time uniqueness checking
Validates on blur, not on every keystroke
Clear error messages with inline feedback

Performance Optimizations

Redis Caching: Product catalogs cached for 10 minutes (500 product limit)
Conditional Prefetching: Only prefetch product data if required product field exists
Queue Optimization: Early exit if organization has no AI-enabled fields
Incremental View Counts: Real-time count updates without full recomputation

Use Cases

Product Support: Automatically link tickets to purchased products
Case Classification: Auto-categorize tickets by type, department, or priority
SLA Tracking: Custom fields for response time requirements
Workflow Routing: Route tickets based on field values
Reporting: Analyze trends by custom dimensions
Compliance: Track required information for regulatory needs

Channel Configuration

Channel-Specific Fields: Show different fields based on communication channel (Email, WhatsApp, etc.)
Required Field Control: Set fields as required or optional per channel
Smart Defaults: AI learns from channel-specific patterns

Settings & Management

Field Configuration: Easy setup with preview panel
Active/Archived Views: Manage field lifecycle
Drag-to-Reorder: Custom field display order
Bulk Actions: Archive/activate multiple fields

All field data syncs in real-time via Supabase Realtime - no manual refresh needed!

AI analysis requires active shop integrations (Shopify, WooCommerce, etc.) for product field features.

October 10th

WorkflowsAutomationMajor

v1.0

CSAT Survey Workflow Triggers

Automatically trigger workflows based on customer satisfaction survey responses to deliver exceptional follow-up experiences.

Key Features

📊 Score-Based Triggers: Automatically execute workflows when customers submit specific CSAT scores
🎯 Smart Filtering: Configure workflows to trigger on score ranges (e.g., low scores ≤ 3, high scores ≥ 4)
⚡ Instant Response: Workflows activate immediately after survey submission
🔄 Multi-Channel Support: Works across Email.. other channels coming soon.

Use Cases

Low Score Recovery: Automatically escalate to senior support when score ≤ 2
Thank You Messages: Send appreciation notes for high ratings (score ≥ 4)
Feedback Collection: Request detailed feedback for neutral scores
Internal Alerts: Notify team leads about negative experiences

How It Works

Customer submits CSAT survey after ticket resolution
System evaluates configured workflow triggers
Matching workflows execute automatically based on score
Follow-up actions happen instantly (emails, notifications, escalations)

Configure CSAT triggers in Workflows → Create Flow → Select “CSAT Survey Submitted” trigger

Safety Features

Duplicate prevention: Won’t trigger multiple times for same ticket
Execution limits: Built-in rate limiting to prevent spam
Channel-specific configs: Different expiration times per channel

Works with existing CSAT surveys - no migration needed!

October 10th

InboxProductivityMajor

v1.0

On-Hold Tickets with Smart Scheduling

Put tickets on hold with specific reasons and automatic reopen scheduling. Perfect for managing dependencies and follow-ups.

Key Features

⏰ Scheduled Auto-Reopen: Set exact date/time when ticket should automatically reopen
📝 Hold Reasons: Distinguish between “Waiting for Customer” vs “Waiting Internal”
🎨 Visual Indicators: Color-coded badges show hold status at a glance (Green = Customer, Purple = Internal)
⚙️ Organization Defaults: Configure default hold durations for internal (3 days) and external (7 days) holds

How It Works

Change ticket status to “On Hold”
Select reason: Waiting for Customer or Waiting Internal
Choose duration or set custom date/time
Ticket automatically reopens when scheduled time arrives

Use Cases

Customer Response: Waiting for customer to provide requested information
Internal Dependencies: Waiting for another team or system
Scheduled Follow-ups: Follow up after specific time period
Product Availability: Reopen when product back in stock

Visual Experience

Badge Display: Shows “Reopens on: [Date]” with reason indicator dot
Overdue Alerts: Clearly marks overdue on-hold tickets
Quick Actions: Edit hold time or cancel hold with one click
Tooltip Details: Hover for full hold reason and timestamp

Tickets automatically return to “Open” status at scheduled time - no manual intervention needed!

October 10th

PerformanceBug Fixes

v1.0

Performance Improvements & Bug Fixes

Improved ticket loading performance and resolved several key issues.

What’s Fixed

Fixed ticket loading delays in high-volume organizations
Improved Sync engine reliability
Resolved caching issues causing stale data
Enhanced offline mode stability

Performance Gains

50% faster initial ticket list load
Reduced memory usage in long sessions
Better handling of large attachments