Tickets can now be moved from one workspace to another, making it easier to handle misrouted tickets or collaborate across teams.
Report access is now more flexible with separate permissions for viewing assigned ticket reports vs all ticket reports, allowing better control over data visibility.
Mailbox sync now pulls full email threads instead of individual emails, ensuring complete and accurate ticket histories from the start.
Search now looks inside ticket descriptions, not just titles
Ticket search now includes cc’d email addresses
Added a backfill task to recover missed Google Workspace messages
Google Sheets sync now handles expired tokens gracefully
Better handling of Gmail/Outlook authentication expiry during sync
Improved Slack notification reliability and parsing
Admins are now notified when outbound emails fail (immediate or after retries)
Temporary Gmail “server busy” errors are automatically retried
Improved handling of non-UTF8 emails and legacy encodings
Outlook email threads now display comments in the correct order
Revamped form builder and thank-you pages for ticket forms with a cleaner UI
Clearer mailbox states when support email is missing
Improved handling of invalid customer emails during updates
Fixed ticket listing timeouts for large organizations with optimized queries and eager loading
Fixed cases where emails were sent with only a signature due to race conditions
Fixed custom domain authentication failures not being visible in UI
Fixed Gmail sync crashes caused by encoding issues
Fixed Google auth errors being silently swallowed during sync
Fixed Slack notification errors for long messages and parsing issues
Fixed race conditions in CallerDesk webhooks, causing duplicate customer creation
Fixed incorrect ordering of Outlook email thread comments
Fixed ticket search not including cc’d emails
Fixed invalid email updates causing unhandled errors
Fixed team member assignment dropdown issues in tickets table
Fixed canned response insertion positioning issues
Fixed Google Sheets link overflowing UI card
Fixed bulk and individual team member removal issues
Fixed follower notifications incorrectly triggering for same-email agents
Fixed consumer ticket links redirecting agents to the wrong view
That's everything we shipped in April month. You can follow us on X, LinkedIn and join our Slack Community for more updates.
]]>Customers can now log in via a secure link in their email to view, reply to, close, and reopen tickets — and even create new ones. This reduces back-and-forth over email and gives customers more control over their support experience.
Automation rules can now be configured with a delay, allowing them to trigger after a specified time instead of immediately — enabling more flexible workflows.
A new automation action lets you automatically block senders when a ticket is marked as spam, preventing further unwanted communication.
Agents can now apply canned responses while creating a new ticket, speeding up common workflows.
Cleaner configuration flow with a clear “Connected” status indicator
Better handling of API rate limits and sync reliability
Reopen closed ticket logic has been moved into automation rules for more flexibility
Time-based automation rules now log execution to prevent repeated triggering
Automation emails now properly handle Outlook SafeLinks by decoding them before sending
Improved Slack sync formatting, including proper blockquote placement and line break handling
Fixed Slack reliability issues so customer replies always appear correctly
Enhanced NeetoPlanner integration to include ticket number, description, and attachments
Improved GitHub error messaging with clearer guidance to the Admin panel
Cleaner UI for configuring email reply names in mailbox settings
Outgoing replies no longer include unnecessary previous message threads
Standardized and improved email parsing, including UTF-8 decoding and alias handling
Admin routes now use lazy loading, improving initial load times
Various backend optimizations and cleanup (policies, error handling, sync flows)
Fixed duplicate ticket creation from threaded Gmail replies
Fixed agent email replies not matching to the correct ticket (case-sensitivity issue)
Fixed email delivery failures caused by Outlook SafeLinks rewriting
Fixed duplicate customer notifications when replies were sent via both email and NeetoDesk
Improved Gmail and Google import reliability, including deduplication and error handling
Fixed SMTP authentication issues for Google-connected mailboxes
Temporary SMTP errors are now retried automatically
Fixed missing customer replies in Slack
Resolved Slack message handler crashes
Fixed formatting issues (line breaks, blockquotes) during sync
Fixed rate limit issues during sync with better throttling
Improved handling of partial sync failures and retries
Fixed tickets not being created for mailbox aliases
Fixed cross-organization deduplication causing missed tickets
Fixed ticket views breaking when category was blank
Fixed merge UI inconsistencies after canceling merge
Fixed duplicate contacts from concurrent CallerDesk webhooks
Fixed duplicate automation rule seeding errors
Fixed time-trigger rules re-firing incorrectly
Improved handling of invalid timezone values during imports
Fixed audit log crashes due to missing data
Fixed dropdown re-render issues causing React errors
Fixed customer satisfaction page crash when survey had no questions
Fixed agents with limited access being able to search companies/customers
Fixed signature stripping removing valid email content
Workspaces can now assign an account manager to each customer. We’ve also introduced a new automation rule that automatically assigns incoming tickets to the customer’s account manager — making ownership clearer and responses faster.
You can now connect a Google Sheet to continuously sync tickets — either all tickets or a filtered subset — with either all fields or selected fields. We also tightened the OAuth scope to drive.file for better security.
Added a new automation rule action that allows sending emails directly to the assigned group or selected groups on relevant events.
The ticket merge flow has been cleaned up:
The primary ticket now shows a clear “Primary” badge
Ticket selection order is preserved
A proper error message is shown if no primary ticket is chosen
Expanded the editor height on the ticket detail page for more comfortable long-form replies. Also fixed duplicate display of customer name/email when both were identical.
Renamed Support email → Custom support email
Renamed Email → Mailbox email
Reordered mailbox list columns to highlight the most important information first
Reconnect links in Google/Microsoft reauthorization emails now take users directly to the correct mailbox configuration step.
Timestamps shown in threaded automation emails now respect the recipient’s timezone.
Improved placement of blockquotes when syncing ticket comments to and from Slack.
Switched to using Mail::Address for constructing outgoing email display names, ensuring cleaner and more standards-compliant formatting.
Removed unused logic from policy files to keep authorization rules maintainable.
Fixed an issue where some Google emails were not being imported; the importer now paginates through full history, deduplicates messages, and correctly updates checkpoints
Resolved an issue with the Microsoft connect endpoint incorrectly identifying the logged-in user
Fixed SparkPost domain auto-creation for new authenticated email domains. This is used to allow customers to use their email address for sending comment replies.
Emails that fail due to transient SMTP errors (like ServerBusy) are now automatically retried.
Added proper pagination support to the CallerDesk getmemberlist API to ensure all agents are fetched correctly.
Prevented drafts from showing signatures of multiple agents when accessed sequentially.
Fixed an issue where the last remaining subcategory could not be deleted.
Resolved a bug where ticket views failed to load when the category field was blank.
]]>Tickets created through the public API are now assigned to the correct mailbox based on the email addresses in the To / CC fields, instead of always defaulting to the workspace’s default mailbox.
Any column reordering done on the tickets list page is now saved and retained across page refreshes and sessions.
The views list page now shows the number of tickets in each view, making it easier to gauge workload at a glance.
We’ve enhanced how attachments behave on ticket comments:
Open attachments in a new tab
Downloads now save files directly instead of opening them in-browser
Improved image renaming UX with a clear save icon
Data exports now include direct URLs for attachments added to tickets or comments, making external analysis and archival easier.
When an agent signature is configured, the cursor is now placed correctly before the signature, making replies smoother to compose.
When creating a ticket from the customer details page, customer fields are now automatically pre-filled in the ticket form.
When multiple automation rules are triggered for the same event, they now execute strictly in the order configured by admins.
Removed None from the default priority list, while still allowing tickets to have a null priority when needed.
Disabled browser previews for certain file formats that were causing errors. These files remain fully downloadable.
DMARC DNS details now appear correctly for already configured mailboxes. A skippable DNS details screen is shown for each verified support email.
Fixed cases where original sender deduction broke ticket creation for NeetoForm automation emails
Resolved sender detection issues for emails synced via Google and Microsoft integrations
Draft comments no longer show signatures from multiple agents when a ticket is viewed sequentially by different team members.
Fixed an outdated regex that was causing timeouts while masking credit card data in ticket logs.
]]>We redesigned the mailbox setup experience to highlight the most common paths first—Microsoft, Google, or direct email—before surfacing advanced settings like reply-to configuration.
Forms can now include file attachments, and uploaded files are automatically attached to the resulting tickets.
Added support for non-input text (like instructions or descriptions) via a paragraph field. Also removed length restrictions from form titles for greater flexibility.
Ticket fields are now available in Zapier workflows triggered by ticket status events, allowing more powerful automations.
We introduced a new public API endpoint that allows external systems to create customers in NeetoDesk.
Email footers now support custom font colours
Threaded reply emails now place the footer just below the new comment, not at the very end
Automation emails now correctly size images based on the configuration
Date/time tooltips now follow the standard Neeto formatting (e.g., “a month ago,” “3 days ago”)
Complex automation rule actions—like email templates or API payloads—are now readable from the rule view screen, not just in edit mode.
Views can now be cloned
Admins can now manage views even if not part of the group
Data exports now support custom date ranges
Default range changed to last 30 days (previously 7)
Fixed custom filter accuracy for last_week and last_month
Admins can now reorder ticket types, categories, and priorities
Ticket custom fields can now be shown directly in the ticket list for faster scanning
The default mailbox is now auto-selected only if there’s a single mailbox in the workspace. If multiple are present, the agent must choose explicitly.
Fixed issues saving rules when subcategories or team member changes were used as triggers
Resolved image sizing issues in automation emails
Allowed clearing the default CallerDesk number
Fixed missing call recordings in ticket activity
Ensured tickets are created only for missed calls, not received ones
Improved error messaging for API/UI failures
Fixed dropdowns (e.g., status, priority) not working in non-English locales
Prevented frontend crashes from sender name formatting edge cases
Fixed onboarding bug where “Use this email” button was unresponsive
Fixed edge cases where Outlook or Google emails with inline CSS or no body failed to create tickets/comments
Improved handling of large attachments (~10MB) in incoming emails
Prevented frontend exceptions during ticket updates due to caching
Handled concurrent draft deletion gracefully without breaking UI
Fixed filters on the company detail page
Prevented disabling the default Unresolved view
Fixed sidebar crashes when NeetoPlanner integration was active
Public web forms now support uploading files. These files are automatically attached to the corresponding ticket created in NeetoDesk.
Improved error handling across both the API and UI to prevent silent failures and show helpful messages
Fixed a bug where call recordings from completed calls weren’t appearing in ticket activities
Adjusted logic to ensure only missed calls create tickets — received calls no longer generate tickets unnecessarily
Fixed parsing issues for emails containing inline CSS or sent via Outlook, which were previously failing to create tickets
Resolved a problem where larger attachments (~10MB) in incoming emails weren’t making it to the ticket or comment
Fixed a bug where CallerDesk-generated call recordings weren’t reflected correctly in the ticket activity
Improved flow for handling round-robin assignments, ensuring agent availability is always refreshed
Fixed a bug where Save changes buttons on automation rule and canned response forms wouldn’t re-enable after edits
Resolved filter issues on the company details page where ticket filtering wasn’t working
Clicking into a filtered report view no longer breaks the Reports page
After deleting a verified support email, the input field now remains editable when adding a new one
Handled draft deletion race conditions to avoid update errors in the UI
Fixed frontend exceptions caused by stale ticket cache during update
Improved email parsing logic for tickets triggered by certain formatting edge cases
Customer notification emails now include recent replies as a thread, giving more context in the inbox. Automation rule emails also respect the workspace’s threaded reply setting.
Navigate to the next or previous ticket inside any view using a single click or keyboard shortcut. We've also updated shortcuts to use Esc → J/K to avoid conflicts with the comment editor.
You can now hide ticket counts for specific views in the sidebar to declutter the interface for certain workflows.
We introduced new webhook events for both agent replies and customer replies, and ensured all ticket-related webhooks (existing and new) now fire after automation rule execution — so payloads reflect the final ticket state.
You can now access reports via the public API, including aggregates and timeseries data for tickets, groups, team members, and satisfaction surveys — matching what you see in the UI.
Added the ability to manage default phone numbers and assign agent-level numbers. Agents can now directly call customers from the ticket screen if both sides have a number configured.
You can now deselect customer values when creating a ticket. Email validation has been added directly in the UI to avoid invalid entries. We also cleaned up default categories and removed invalid system fields.
The create ticket API now supports category and sub-category updates. All paginated public API endpoints now use page_number instead of page for consistency. We also added better validation for common input issues like email formatting or incorrect to_address values.
Webhook payloads now include ticket subcategories and customer phone numbers. They are triggered after automation rules complete, for both create and update events.
Bulk trashing and ticket assignment now run as background jobs, improving speed and stability during high-volume actions.
When you create a task list, it now immediately prompts you to add tasks — streamlining the flow.
Fixed email parsing issues involving CSS media queries. Also cleaned up styling regressions in agent and automation emails introduced after threaded replies were added.
Fixed several bugs related to drafts — including race conditions on multiple updates, missing signatures in API-seeded drafts, and empty content errors when submitting via UI.
Improved validation and graceful fallback for public API requests with bad data (invalid emails, incorrect formats, etc.). Also fixed frontend errors when editing automation rules with agent dropdowns.
Newly created groups now correctly appear in dropdowns. Fixed issues with tags temporarily appearing across unrelated tickets until refresh.
Deleted task lists no longer appear until a refresh. Fixed status color inconsistencies in the manage screen. Also resolved issues with default ticket statuses being locked in new workspaces.
Fixed deduplication logic during bulk imports based on email. Blocking high-volume customers now runs in the background to prevent timeouts.
CallerDesk agent dropdown now correctly fetches all agents across multiple pages.
Fixed substring match issues in automation rules. Also resolved hourly-triggered rules that failed to re-run due to misidentified previously-matched tickets.
Fixed report filters breaking in non-English locales. Public form validation now correctly handles zero-width characters, showing proper messages.
]]>You can now tag other team members even in regular replies (not just notes), making collaboration smoother and keeping everyone in the loop.
Your show/hide activity preferences are now remembered across tickets — no need to toggle them repeatedly.
You can now assign both a group and a team member while creating tickets via the public API. Draft seeding through API is now more reliable and avoids duplicate errors.
Webhook payloads now include ticket subcategories and run after automation rules are executed — ensuring you receive the final version of a ticket. Payloads also now include additional customer details and phone numbers.
We added mailbox and group columns to the default tickets table. Mailbox is now filterable, and tickets can be bulk-assigned to groups with ease.
Bulk trashing or assigning of tickets now happens in the background, improving responsiveness and reducing wait times.
You can now include a name field in web forms or auto-fill it from customer records — making form submissions easier for repeat users.
We’ve added the ability to deselect a pre-filled customer when creating tickets, giving you more control in one-off cases.
We’ve updated the app to use team members instead of agents, aligning NeetoDesk with other Neeto apps.
We now isolate SparkPost usage for customers with custom domains, protecting the default NeetoDesk reputation. SparkPost domains are only created if DNS setup is needed, reducing noise in your DNS records.
Customers can now share the same phone number — helpful for use cases like student imports or family accounts.
Fixed several issues with API-submitted drafts, including uniqueness errors, missing reply signatures, and unexpected UI errors when sending drafts.
Resolved overlap issues between frozen columns and dropdowns, and fixed resizing quirks for a cleaner experience.
Patched a case where incoming email to fields were wrongly treated as cc on comments. Also fixed an issue where automation-generated comments broke the ticket comments list.
Addressed a rare edge case in ticket collision detection and resolved unique index conflicts during simultaneous updates.
Fixed document upload failures on iOS, resolved 404s when updating team member availability, and corrected public API formatting issues.
Localized report filters now work correctly for non-English users. Also fixed customer satisfaction icon rendering issues in follow-up forms.
]]>Agents can now pick up exactly where they left off with draft replies that auto-save across sessions. This feature is also available via the public API — so drafts are never lost, even across page reloads or disconnects.
Emails sent to one mailbox can now create tickets in a different mailbox. This unlocks more flexible workflows for support teams handling shared or role-based inboxes.
You can now choose to “Add and insert” canned responses, giving agents better control over response templates and how they’re applied during conversations.
We’ve added a new public API endpoint that lets you fetch all messages associated with a ticket — making it easier to build dashboards, export histories, or power external workflows.
We've introduced a display on ticket details page that shows who else (team members of the workspace) is currently looking at the same ticket details page. This allows the user to make decisions about replying if someone else is already on it.
Bulk trashing large sets of tickets now happens in the background — making the interface more responsive and freeing you to keep working while cleanup runs in parallel.
We improved how we react to Microsoft API events like subscription expiry or missing subscriptions — helping prevent email sync disruptions.
We’ve added better error handling for email failures (like SMTPFatalError), so outgoing emails are more robust and less likely to silently fail.
Used insights from active_record_doctor to optimize the database schema, improving the overall performance of core ticket workflows.
Fixed edge cases where system-generated or auto-reply emails could create duplicate or looping tickets. We also patched issues with ticket number uniqueness in specific org setups.
DKIM record visibility issues were fixed, and re-verifying previously removed support emails now works smoothly.
Replies using canned responses no longer add unnecessary indentation — cleaner, more professional messages by default.
Replies from the same customer using different email casing (like User@X.com vs user@x.com) now correctly associate with the same ticket.
Messages from Slack users are now attributed to the correct customer instead of defaulting to the Slack team creator.
Standardized the structure for to and cc fields in ticket creation via public API to match documentation.
You can now use your own custom domain for emails in NeetoDesk. This gives your outgoing communication a more professional and personalized touch.
Want replies to go to a different address? You can now specify a custom Reply-To when setting up your mailbox, making it easier to route responses exactly where you need them.
Automation rules just got smarter. With the new "any customer" condition, triggers now consider all customers involved in a ticket — including those added in CC — for more accurate and flexible automation.
If your mailbox runs into issues like SMTP authentication errors, NeetoDesk will now automatically unverify the mailbox, highlight the issue, and offer guidance to help you fix it.
We optimized bulk ticket updates, customer search filters, and automation rule previews — making everything feel snappier and more responsive.
CSV file format issues during bulk imports now show helpful error messages, so you can fix issues faster and continue with your imports.
When adding domains to companies, NeetoDesk now cleans up invalid characters like @, ensuring data stays neat and usable.
We added better handling for edge cases in incoming Microsoft emails — like missing subject lines, malformed attachments, and parallel delivery events — for more reliable ticket creation.
We now run automated tests in parallel, significantly reducing build times and speeding up our release cycle.
Fixed an issue where inactivity-based automation rules were triggering earlier than expected. They now work precisely as configured.
Fixed failures in SLA escalations and notifications due to missing or corrupted default priorities or SLA policies.
We’ve added logic to prevent rare email loop cases where emails were being sent back and forth between the same sender and recipient.
Resolved a few issues where DKIM-related details weren’t being shown for some support emails.
Fixed errors that occurred when external webform links had invalid slugs, ensuring smoother form access.
Removed an aggressive index on a text column that was slowing down ticket creation — things should now be much faster.
]]>We’ve relaxed a previous restriction where emails from addresses like no-reply@ were automatically marked as spam.
Fixed parsing issues with older .xls files during bulk resource imports.
Resolved an intermittent issue with the Assigned to me view on the sidebar for certain accounts.
Clicking the edit pane of a ticket field now leads to the correct interface consistently.
Fixed a bug where webhook events for Outlook subscription disconnections weren’t handled properly.
Improved handling of special characters in raw content during ticket migration from other platforms.
Ticket subcategories now render correctly in the automation rule builder.
Fixed an unhandled exception caused by nil values in to or cc fields during ticket or comment creation.
from_name resolutionHandled a runtime issue caused by malformed email addresses during from_name parsing.
The public ticket creation API now fails gracefully when essential fields like name or email are missing.
Fixed a regression where all emails from blocked customers were incorrectly moved to trash from spam.
Resolved a loop where automated replies created new tickets in Outlook-based mailboxes due to missing headers. We now handle this case more defensively.
]]>The bulk customer upload flow now uses the same file upload UI seen across other Neeto products for a smoother experience.
Ticket descriptions and other rich text fields are now automatically trimmed using NeetoEditor helpers to avoid unintended formatting issues.
Clicking a customer in the tickets list now takes you directly to their profile. Similarly, you can now view all open tickets from a customer’s detail page.
Bulk actions available on the general ticket list are now also available when viewing tickets for a specific customer.
Admins can now configure domain allowlists and blocklists to restrict/allow domains from which email addresses are allowed to create tickets or comments.
Two new dependent fields—sub-category 1 and sub-category 2—can now be set during ticket creation, update, or closure.
Improved filtering logic now blocks known spam patterns in email addresses more effectively.
Ticket categories can now be updated as part of the actions in automation rules.
Fixed a bug where custom categories were missing from the condition options in automation rules.
Resolved an issue where primary mailbox data wasn’t fetched correctly due to renamed mailboxes in Microsoft accounts.
Fixed a parsing error that occurred when special characters in forwarded email bodies interfered with original sender detection.
]]>NeetoDesk now supports sending ticket emails from customer domains once verified using DKIM authentication.
Attachment handling during bulk ticket migrations is now more robust—errors are isolated to specific faulty attachments.
Shipped 2-way search by email and name when creating tickets, making it easier to find and populate customer info.
When an agent forwards an email on behalf of a customer, the original sender is now tracked using a keyword in the subject body and attached to the ticket.
Resolved issues preventing web forms with Google reCAPTCHA from being submitted. Also fixed errors in embed previews.
Fixed a runtime error caused by duplicate attachments in incoming emails.
Handled improper character escaping during bulk ticket migrations.
Fixed runtime errors caused by missing response time data in tickets created through migration.
]]>All links in the UI and emails now respect the workspace's custom domain, with sensible defaults and options where applicable.
An automation rule to add tags when a GitHub issue is created has been added and synced across all Help workspaces.
Default comments for merged tickets now include links to all related tickets automatically.
Shipped separate loaders for each subsection on the ticket details sidebar for better UX and performance.
You can now specify custom fields when creating tickets via the API.
Introduced a GET /tickets API endpoint with filtering and pagination support.
Ticket count label in the sidebar now reflects exact numbers, even beyond 999.
Improved filtering in automation rules to allow ticket filtering by customer name.
Addressed several issues flagged by the active_record_doctor gem.
Resolved a bug where logging activity during bulk status updates was blocking those updates.
Ticket number search in the finder is now accurate and reliable.
Fixed an error preventing customers from reconnecting a manually added email to a mailbox via Google or Microsoft.
Resolved an issue where tickets couldn’t be created if no default category was set.
Fixed a bug causing replies (to tickets created via API) to generate new tickets instead of being added as comments.
Explored support for sending emails via client-owned domains. A simpler solution was found and will be shipped in M37.
Successfully migrated ~90,000 tickets from a third-party helpdesk, requiring deep PostgreSQL-level optimizations.
]]>Custom support emails added to mailboxes are now auto-verified when we receive ticket action events from them.
You can now set a default mailbox and switch between defaults as needed.
Duplicate checks now prevent sending ticket update emails to subscribers already in CC.
Admins and agents no longer receive emails that include CC recipients.
Subject mismatch logic has been relaxed to better support quote/reply prefixes in non-English languages.
WebForm URLs now include ID on the admin side and a more intuitive slug on the client side.
Tag dropdowns on customer and ticket pages have been updated to be more contextually appropriate.
The “mailbox connection incomplete” banner is now hidden during onboarding to reduce confusion.
Fixed an issue where restored tickets didn’t retain their original state if it wasn’t open.✅
Resolved missing translations in Slack integration features.
Identified and fixed cases where SMTP wasn’t enabled on clients’ Office 365 accounts.
Updated Microsoft API scopes to resolve issues where emails and tickets weren’t being created.
Improved threading by refining how subject mismatches are handled, reducing unnecessary new ticket creation.
Improved performance of scheduled automation jobs by parallelizing work and using optimized queries.
Completed most of the import logic for a customer migrating ~90,000 tickets from another major helpdesk.
Finalized and tested CallerDesk integration in production.
]]>You can now define your own ticket priorities for greater flexibility.
1. New action: Send all ticket updates directly to Slack.
2. New trigger: Fire automation rules when a ticket is sent to GitHub.
Outbound emails now use verified support addresses as the Reply-To for better consistency.
You can now bulk upload customer data with ease.
Search for customers while typing their email, and choose a specific mailbox when creating new tickets.
Fixed issues with CCs—emails are now properly sanitized and processed.
Resolved syncing problems—tickets and outgoing emails now work seamlessly.
Fixed an issue where some tickets were generating separate threads unnecessarily.
]]>We’ve refined the default email messages sent by automation rules. The updated messages sound more natural and provide greater clarity to your customers.
If a reply comes in with a changed subject, it will now create a new ticket instead of being merged into the original one.
The tickets list view now displays the ticket author and any associated tags. You can even update ticket tags directly from the list view; no need to open each ticket individually.
Fixed an issue where custom statuses were not being respected in Views and Automation Rules.
We have resolved a crash that happened while editing Business Hours.
Addressed a few rare edge cases that prevented some emails from syncing properly.
Fixed an issue where links in the comments added from Slack were being ignored.
Tasks are back on track; we’ve resolved the issues affecting their behavior.
]]>Integrations:
- Now, whenever you send tickets to GitHub, Linear, or NeetoPlanner, corresponding activities are created and notifications are sent to the connected Slack channel.
Public API Supports Custom Fields:
- Our ticket update API now allows you to add values for custom fields.
Learn more: https://help.neetodesk.com/articles/update-tickets.
Web Forms:
1. You can now enhance your web forms with captcha functionality for improved security.
2. System fields like Priority and Category are now available for use in web forms.
3. Web forms can be embedded directly into your websites or applications for a smoother user experience.
]]>We've made several improvements to our Slack integration to enhance communication and prevent redundant notifications:
1. Personalized Messages – Greetings and signatures will now be added to Slack messages based on user settings in the NeetoDesk admin panel.
2. Avoiding Duplicate Notifications – Slack messages will no longer be sent for a ticket if they have already been sent previously.
- Resolved an issue where some HEIC image attachments were not retained in tickets sent via the iPhone Mail app.
- Fixed a bug in the canned response preview pane where custom ticket fields of the textarea type were incorrectly editable as rich text.
- Addressed an issue where certain emails were not parsed correctly, preventing some tickets from being created.
- Fixed a crash on the print ticket page.
- Resolved a bug where the GitHub issue creation pane did not close when pressing the ESC key.
- Fixed an issue where the Slack integration card was not visible in Admin Panel > Integrations.
- Resolved a crash that occurred when updating companies.
]]>- Resolved an issue with parsing improperly formatted emails from MS Outlook that was preventing ticket creation.
- Fixed a problem with the Gmail API to mark accounts as expired when users manually revoke tokens correctly.
- Addressed access-related issues for the Agent role that arose after minor enhancements to Roles and Permissions.
- Improved NeetoPlanner integration by handling additional edge cases. If a task or project is deleted from NeetoPlanner, the NeetoDesk ticket page no longer crashes; instead, related data is hidden to prevent confusion.
]]>