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11.05.26 Release Notes

11.05.26 Release Notes

The major features and updates listed below will be releasing this Thursday, 11/05/26. Bug fixes and minor updates are released as they are completed throughout the week.


New features

  • Email forwarding creates tickets from Gmail, Microsoft 365, or another support mailbox without sharing mailbox credentials. Create an address in Settings → Email → Support Inbox → Forwarding Addresses with System Settings permission, then configure forwarding and ticket routing. Attachments, inline images, and duplicate prevention are supported. Include Ticket ID: {{ticketId}} in workflow email subjects to keep replies on the original ticket. Microsoft 365 requires administrator approval for external forwarding. Existing polled mailboxes stay unchanged; remove your provider’s forwarding rule when deleting an address.
  • Agreement asset billing lets you configure one-time or renewal charges by Product or Product Type from the Agreement Assets tab. Evergreen agreements support creation-only billing while Active fixed-term agreements can bill immediately or defer until renewal. Pending agreements first bill at activation.
  • A new Ticket First Response Dashboard has been added so you can see how quickly your team responds to tickets and identify those still awaiting a first response or follow-up. Break out tickets covered by an SLA policy from those without one, filter by customer, team member, or date, and open ticket details directly from the dashboard.
  • The new Augmentt integration turns Secure alerts into customer-matched tickets, prioritizes them by severity, and suppresses duplicates. Severity and alert-type filters control ticket creation. A daily tenant sync suggests customer matches for confirmation; unmatched tenants use Augmentt Default. The integration does not change data in Augmentt.
  • The new integration with TD SYNNEX Stellr synchronizes subscription catalogs, distributor costs, customer license assets, and recurring-service seat quantities. Suggested retail prices change sell rates only when enabled, and cancellation follows your configured policy. Unsupported usage, metered, and graduated-tier subscriptions are skipped and surfaced.
  • Paya Payments Reporting provides customer payment records and totals in Analytics for reconciliation. Reporting applies to customers using Paya through the classic system; broader availability across eligible accounts remains pending.


Updates

  • QuickBooks Desktop connections include an optional tab for mapping GL codes to income accounts. These mappings support upcoming automatic account selection when creating items; existing GL-to-item mappings remain unchanged.
  • Quote address imports now provide a CSV template for the selected setup. A user can also paste US or Canadian addresses, including spreadsheet rows, and preview the addresses, review duplicates, and correct or skip invalid rows before importing.
  • Country selectors place your browser-locale country first and preselect it on required new-record forms. Optional fields stay blank and saved countries remain unchanged. The Contact form was also updated to fix the field order, and the State and Country fields are no longer required.
  • Users with the Remove dispatched setting permission can clear a ticket’s dispatched setting from its summary or dispatch-board details, making it available for dispatch again under existing queue rules. Administrators must grant this permission; it is off by default.
  • Web time entries offer a Public / Internal choice beside Work Performed when creating or editing a time log, controlling the note’s visibility in ticket activity. New time logs default to Public.
  • Notifications has separate Received and Sent views with recipient read status and last-read information. Search subjects and messages, filter either view, customize columns, and mark messages read or unread in bulk. Opening a message marks it read; the bell shows unread notifications only. Deleting a direct message you sent removes it for all recipients. Recipients can remove ticket and workflow notifications from their own lists, but cannot delete another person’s direct message.
  • Revii can duplicate the quote currently open through chat or voice, including cross-customer duplication with options to retain source addresses. Help results distinguish company knowledge-base articles from Help Center content, and invoice links retain customer and invoice context.


Bug fixes

  • Tickets created from quote one-time items use the configured default ticket user group. If no valid group is available, ticket creation continues without a group.
  • Custom-product taxes calculated on quotes appear correctly on proposals.
  • Immediate agreement cancellation no longer fails after a cancellation reason is entered.
  • Resolution Summary stops accepting text at its limit, preventing oversized summaries from blocking ticket resolution saving.
  • Rate Deck corrections include validation fixes and saving an individual rate no longer saves the whole deck.
  • Revii knowledge-base creation and editing, time-log reason searches, and response formatting work more reliably. Chat and voice responses reduce repeated introductions and processing commentary, and support requests use verified support channels rather than creating records in your platform.


Mobile updates

  • Mobile time entries offer a Public / Internal choice beside Work Performed when creating or editing a time log. The choice controls visibility in ticket activity, with new logs defaulting to Public, matching the web experience.


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