Changelog

October 2026

8 October 2026 - v1.32.0

New Features:

• Mention in Internal Notes. Type @ in an Internal Note to call a specific teammate into a ticket. The person you mention gets a notification that names you and the ticket, so the conversation stays inside the ticket instead of moving to a chat group.

  • A list grouped by what picking someone does. On this ticket shows the assignee and followers, Has access shows people who can already open the ticket, and No access yet shows everyone else once you start typing. Each row shows the person's photo (or initials), name, role, email, and division.

  • Everyone you mention becomes a follower. If they could not open the ticket before, the mention gives them access to it. Their chip is highlighted in the composer, with a tooltip explaining what happens, so you can remove it before sending. Every follower added this way is recorded in the Ticket Log.

  • One notification per note. The mentioned person gets a pop-up and a bell entry reading {Your name} mentioned you in an internal note on ticket #{number}, and clicking it scrolls straight to the note. It replaces the usual note and follower notifications for that note, so nobody is notified twice.

  • New email notification: Mentioned in an Internal Note. It is active by default for every workspace, unlike other email notifications, and can be customised or turned off in Settings → Email Notifications → Agent Notifications. Each user can also turn off the mention pop-up in Settings → Profile → Notification.

  • Mentions stay internal. They only work in Internal Notes. Switching the composer to Send as Reply turns chips into plain text and notifies no one. Customers, divisions, teams, and users with a pending invitation cannot be mentioned.

  • Available through the API, MCP, and Webhook. Write @[Name](user_id) inside message on POST /api/v1/tickets/{id}/notes, or in the MCP internal note tool, to mention a colleague. Post responses and the on_post_created webhook now include mentioned_users.

Enhancements:

• Anyone who can open a ticket can now add followers. This applies to the Ticket Followers panel, the API, and MCP, including people who were themselves brought in as followers. Removing someone else as a follower, or replacing the whole list, keeps the existing rules.

Bug Fixes:

• Fixed user names and ticket titles containing HTML being rendered as markup in notifications and notification emails. They now show as plain text.

• Fixed several MCP tools: a connection now stays in its own workspace when you are signed in to another one, manage_followers shows the resulting followers, list_tags leaves out preset tags, get_ticket_sla returns only SLA data, batch_create_tickets checks each item on its own, and assigning an Admin or Supervisor explains why it is not allowed.

2 October 2026 - v1.31.1

Enhancements:

• Manage SLA Policies through the API. Five new endpoints for General and Division policies, with the same rules as Settings. Order decides which policy applies, so reorder takes every policy of one type.

  • GET /api/v1/sla_policies

  • GET /api/v1/sla_policies/{id}

  • POST /api/v1/sla_policies

  • PATCH /api/v1/sla_policies/{id}

  • PUT /api/v1/sla_policies/reorder

• Manage Automations through the API. Five new endpoints, with the same rules as Settings. The built-in auto-close automation is read-only.

  • GET /api/v1/automations

  • GET /api/v1/automations/{id}

  • POST /api/v1/automations

  • PATCH /api/v1/automations/{id}

  • PUT /api/v1/automations/reorder

• Read organizations through the API. Two new endpoints that return the IDs SLA organization conditions need.

  • GET /api/v1/organizations

  • GET /api/v1/organizations/{id}

• Read back form configuration through the API. Four new endpoints to read what the existing custom field, ticket form, and Form Condition endpoints write.

  • GET /api/v1/ticket_forms/{id}

  • GET /api/v1/custom-fields/{id}

  • GET /api/v1/ticket_forms/{ticket_form_id}/conditions

  • GET /api/v1/ticket_forms/{ticket_form_id}/conditions/{id}

• Ticket form responses include field options. POST and PATCH /api/v1/ticket_forms now return each field's options, so Form Conditions can be set up without fetching every custom field.

Bug Fixes:

• Fixed API 404 responses exposing internal database details. They now answer Record not found.

September 2026

30 September 2026 - v1.31.0

New Features:

• MCP Server. Connect Qiscus Helpdesk to an AI assistant and work on tickets in natural language: summarise a conversation, draft a reply, triage a queue, update a status, or assign a ticket, without leaving the assistant your team already uses. It works with any AI client that supports remote MCP servers.

  • Connections belong to a person, not a workspace. You connect by signing in with your own Helpdesk account, so the assistant sees exactly what you see, following the same role, division, and ticket visibility rules as the dashboard. Each workspace has its own URL, shown to Owners and Admins under Settings → Integration → MCP Server and to everyone else under Settings → Profile in the new Connected Apps tab.

  • 35 tools in four permission groups. Read covers searching and reading tickets, conversations, internal notes, SLA state, the ticket log, and reference data. Internal writes covers notes, status, priority, tags, assignment, ticket details, custom fields, followers, customers, and attachments. Customer-facing writes covers replies, ticket creation, and forwards. Destructive covers merge, mark as spam, and move to Trash.

  • Owners and Admins stay in control. Set a read-only mode, turn each permission group on or off, and choose which roles may connect. Narrowing access applies immediately to everyone already connected. The Connections tab shows who is connected and revokes any of them, and the Audit tab records every tool call with the user, client, tool, and result, filterable and exportable as CSV, kept for 90 days. Actions also appear in the ticket's own history under the person who authorised the connection.

  • Built to fail safely. Merge, mark as spam, and move to Trash return what would happen and act only after an explicit confirmation, and so does sending to an email address the ticket has never included. Customer-written content is labelled so the assistant does not follow instructions hidden inside it. Usage is rate limited per person, each user holds up to 10 connections, and a connection expires after 30 days unused, after 180 days, or as soon as you change your password. The MCP settings themselves, API tokens, email credentials, passwords, and permanent deletion are never reachable through an assistant.

  • The MCP Server is off by default and enabled per workspace by Qiscus.

Bug Fixes:

• Fixed the Tags empty state in Add Ticket Template appearing once for every position of the selected form, so choosing the second form in the list showed two empty states and the third showed three. It now shows a single empty state whichever form is selected.

24 September 2026 - v1.30.2

Enhancements:

• Automation time conditions can now count business hours. Every time condition now offers Is (business hours) next to Is, measured against the business hour of the ticket's division, so reminder and escalation rules can follow the same clock as the SLA. Tickets without a division business hour fall back to calendar hours. The option appears once the workspace has at least one Business Hour, and existing rules using Is are unchanged.

Bug Fixes:

• Fixed Create Ticket in the Omnichannel App Center widget failing to load when the person opening it matched a customer in Helpdesk rather than an internal user.

• Fixed the App Center widget hiding the Select ticket template dropdown and pushing the submit button out of place when a submit was held back, either by a required field or by a template whose form is deleted or inactive.

• Fixed the Tags field loading endlessly in Create Ticket and in Ticket Template when the workspace has no tags yet. It now shows an empty state.

• Fixed long email addresses being cut off in the author tooltip on the ticket detail page.

23 September 2026 - v1.30.1

Enhancements:

• Opening Helpdesk from Omnichannel now verifies your identity with Omnichannel itself instead of trusting the email address carried in the link, and sends it in the request body so it stays out of browser history and server logs. Two visible changes: a Qiscus internal account now lands as its own role rather than the workspace Owner, and a handoff that cannot be verified shows a no-access page instead of the public Help Center.

• The Omnichannel Inbox button and the post-logout redirect now return you to the Omnichannel you arrived from, rather than one configured address that was often wrong for workspaces reachable from several instances.

Bug Fixes:

• Fixed Knowledge Base article bodies skipping content filtering when written through the CMS API. All five write paths now pass the same allowlist the editor applies.

• Fixed short text fields accepting HTML. Article title, the meta_* fields, category title and description, section name, and Help Center site settings now answer 422 when the value contains <. A > is still allowed, so Settings > Integration > WhatsApp keeps working.

• Fixed the Help Center and the CMS rendering article titles and search snippets as markup instead of text. Search-term highlighting still works.

• Fixed a workspace admin arriving from Omnichannel being matched to the wrong Helpdesk account when Omnichannel returned no user ID, which could fail with a permission error or overwrite another user's email.

18 September 2026 - v1.30.0

New Features:

• Ticket Template Save a Ticket Form together with pre-filled field values, so agents create tickets for recurring scenarios by picking a template instead of retyping the same Title, Summary, Tags, and Priority every time. Manage them from Settings → Ticketing → Ticket Template, a new menu between SLA Policies and Reply Template, and pick one from the Select ticket template dropdown that sits above the Ticket Form selector in Create Ticket and Create Follow-Up Ticket.

  • Sharing. Each template is set to All Agents, Agents in specific divisions, or Only me, the same three levels as Reply Template, with the levels on offer depending on your role. An Only me template is private to the person who created it, including from Owner and Admin, and each user can keep up to 20 of them.

  • Applying one replaces the whole form rather than only the empty fields, so a confirmation appears when anything is already filled in. Division and Assignee are applied only where the person using the template could have chosen them on the Create Ticket screen themselves, and Form Conditions are evaluated again against the template's values.

  • Beyond the dashboard. Templates work the same way in the Omnichannel App Center widget for agents whose email matches a Helpdesk account. Every ticket created from a template records which one it came from, in the Ticket Log and on the ticket itself for reporting.

  • If the template's form is deleted or deactivated, the template survives. It shows the original form's name with a Deleted or Inactive badge and holds the ticket until the agent picks another form, then applies its saved values to whichever of its fields exist there.

• Manage Ticket Templates through the API List, read, create, update, and delete templates using an API token from Settings → Integration → API Tokens, with the same validation as the dashboard. An endpoint to list Ticket Forms comes with it. The form may be omitted when creating a template, in which case agents choose one when they use it.

Enhancements:

• See who created a ticket The ticket detail header now reads via <channel> followed by the author's avatar and name, then the timestamp, with Email, Phone, and Role shown on hover. The author appears even when it is the same person as the requester. A Created By column is available in Settings → Views → List → Manage fields, unticked by default, and it is not offered on Kanban cards. POST /api/v1/tickets and POST /api/v2/tickets now record the author, which is the on_behalf_of user when one is sent and the workspace Owner otherwise, and v2 ticket responses carry an author object with id, name, and email.

  • Existing tickets are not backfilled. A ticket with no recorded author shows Created from API when it arrived through the API and Created by System otherwise. Tickets submitted from the Help Center do not record an author yet.

• Configure custom fields, ticket forms, and Form Conditions through the API Six new endpoints move form configuration out of the Settings screens:

  • POST /api/v1/custom-fields creates a custom ticket field of kind text, text area, select, or datetime.

  • PATCH /api/v1/custom-fields/{id} updates one.

  • POST /api/v1/ticket_forms creates a ticket form, pre-loaded with the workspace's default ticket fields.

  • PATCH /api/v1/ticket_forms/{id} updates a form, including which fields it carries and whether it is active.

  • POST /api/v1/ticket_forms/{ticket_form_id}/conditions creates a Form Condition on that form.

  • PATCH /api/v1/ticket_forms/{ticket_form_id}/conditions/{id} updates one.

Bug Fixes:

• Fixed deleted ticket forms still being readable through the public API. They stayed visible in the public form list and could still be fetched by ID; they are now left out of the list and answer 404.

• Fixed PUT /api/v1/ticket_forms/{id}/ticket_statuses answering 500 when ticket_status_ids held a value of the wrong type, such as a boolean. It now answers 422 and says what was wrong.

10 September 2026 - v1.29.3

Enhancements:

• Filter tickets by Omnichannel room GET /api/v1/tickets and GET /api/v2/tickets now accept oc_room_id and return only the tickets belonging to that room, matched exactly. The field was already part of both list responses and could already be set when creating a ticket, so this closes the loop: an integration that shows tickets next to a conversation can now ask for that room's tickets directly instead of reading the whole list and filtering on its own.

• The Omnichannel API token can act on behalf of a person without a separate request When POST /api/v1/auth/api-key creates a workspace's Omnichannel API Token, that token is now granted the ability to send on_behalf_of. This applies only when the token is created. A token that already exists keeps the permission it already has, so calling the endpoint again never widens the reach of a key that is already in circulation, and tokens created before this release still need Qiscus to enable it. Every other API token is unchanged and is still refused with 403 when it sends on_behalf_of.

10 September 2026 - v1.29.2

Enhancements:

• Safe ticket writes on the public API Ticket writes can now be retried without creating duplicates, and can be sent without silently overwriting someone else's edit. Every parameter below is optional, so integrations already running behave exactly as before.

  • Idempotency. Send an Idempotency-Key header, a UUID of up to 64 characters, on ticket create and on any of the message endpoints. A repeat call with the same key returns the first response as it was, marked with Idempotent-Replayed: true, instead of creating a second ticket or sending a second reply to the customer. Keys last 24 hours. Reusing a key with a different body is refused with 422 idempotency_key_reused, and a key whose first call is still running returns 409 idempotency_in_progress.

  • Change detection before writing. Calls that change title, summary, status, priority, assignee, or a custom field accept the value you last read, sent as expected_title, expected_summary, expected_status, expected_priority, expected_assignee_id, or expected_value. If the ticket moved on since then, nothing is written and the call returns 412 precondition_failed naming each field with the value you expected and the value it holds now.

  • Acting on behalf of a person. Every write endpoint accepts on_behalf_of with the email of an active internal user, so the message and the Ticket Log entry carry that person's name rather than the workspace Owner. The action is checked against that person's own permissions, including their ticket visibility and the workspace Handover Options, and is refused with 403 when they could not do the same thing from the dashboard. This parameter is available only on API tokens that Qiscus has enabled for it, so talk to us if your integration needs it. Any other token sending it is refused with 403, and everything else on those endpoints works as described here.

  • Errors you can act on. Every error from these endpoints carries a stable code, a readable message, and where useful a details list naming the fields at fault.

• Separate endpoints for internal notes and forwards Replying to a customer, writing an internal note, and forwarding a conversation are now three different calls, so an internal note can never be sent to the customer by mistake.

  • POST /api/v1/tickets/{id}/notes writes an internal note. It sends no email, changes no status, and rejects recipient fields.

  • POST /api/v1/tickets/{id}/forwards forwards the ticket to an external address, with to, cc, subject, and attachments.

  • POST /api/v1/tickets/{id}/forwards/{forward_post_id}/replies continues a forwarded thread. Replies from the external recipient still arrive by email as before.

  • The existing reply endpoint gains cc_emails, attachment_ids, and submit_as_status, which changes the ticket status in the same call. It now returns the same response as the other three: ticket_id, post_id, type, delivery_status, and created_at. This replaces the earlier reply response that returned the message content and sender. The parameter content is still accepted as another name for message.

  • Attachments sent through these endpoints are delivered the way the dashboard delivers them, as permanent links inside the message body, so they reach the customer's inbox and stay reachable later.

  • A ticket in Spam or Trash refuses all four. A Closed ticket refuses replies, with advice to create a follow-up ticket instead.

• Read the whole conversation and the ticket log Two new endpoints close the largest gap in the public API, where a ticket's subject and metadata were readable but its actual conversation was not.

  • GET /api/v1/tickets/{id}/posts returns the ticket description followed by every message: customer replies, agent replies, internal notes, automatic replies, automation messages, forwards, forwarded-thread replies, and the CSAT survey response. Each message carries its author, direction, whether it is private, its source, both HTML and plain text, recipients, delivery state, and its attachments as permanent links. Paginated by cursor, 10 per page by default and up to 100, with an optional type filter.

  • GET /api/v1/tickets/{id}/logs returns the same history the Ticket Log shows on the ticket, one entry per action with all the fields that action changed, who did it, and when. Filters for entity, actor type, and a time range are available.

• SLA state and measured times on ticket responses Ticket detail and the v2 ticket list now carry an sla block and a metrics block, both added alongside the existing fields.

  • sla holds the policy in force, whether the ticket has breached, and for first response, next response, and resolution: the due time, the target, and a status of on_track, approaching, breached, fulfilled, or not_applied. The running Division SLA period and the ticket's breach history are included.

  • metrics holds the measured side: first response, agent first response, average agent response, resolution, and effective resolution, each in both calendar and business hours, plus the moments the ticket was assigned, resolved, and closed.

  • The v2 ticket list gains due filters per metric, a breach-history window that also finds tickets already resolved, updated_since, sort_by for created, updated, first response due, and resolution due, and a total count in the metadata. A filter or sort value that is not recognised is now rejected with 400 naming the accepted values, instead of being ignored.

• One feed for everything that changed GET /api/v1/ticket_logs returns Ticket Log entries across the whole workspace, oldest first, so an integration can ask what changed since a given moment with one call instead of re-reading every ticket. Replies and notes appear in the feed as well, and tickets in Trash and Spam stay in it because moderation is itself a change. The window reaches up to 30 days back, and a start and end pair may span up to 7 days.

Bug Fixes:

• Fixed an agent being able to add an internal note or a reply to a ticket they are not allowed to open. The ticket page already refused them, but the request that saves the message did not check, so it could still be sent directly. Followers keep their existing access: they may add notes, and they still cannot reply, forward, or answer a forwarded thread.

• Fixed forwards and forwarded-thread replies accepting file types and sizes the workspace does not allow. Those two paths never ran the attachment checks that replies and notes run, so a blocked file type could be emailed to an external recipient. All four paths now use the same check, and a rejected file is reported inline rather than as a bare failure.

• Fixed the Ticket Log showing Changed from API with no name for an action taken through the API on behalf of a specific person. Those entries now show that person's avatar and name followed by via API. Actions taken by an API key on its own, and every entry recorded before this change, still show as before.

• Fixed the preset automation Close ticket 7 days after the status is set to Solved refusing to save. Any change to it, the timer as well as the name and description, was rejected with a message saying the Status is Resolved condition had been removed even though nothing had been removed. The preset can now be edited again, and the timer still accepts 1 hour to 28 days.

• Fixed the brand image and the social media icons in an email signature not being clickable, in the dashboard as well as in outgoing email. The link was attached to the image itself rather than around it, so the icon rendered but nothing happened on click.

• Fixed the Reply to this Thread form pre-filling To with the address of a colleague. The form answers whoever last spoke in the thread, which is right when that person is outside the workspace, but it also added an internal sender: the agent who created the forward, or the person an API reply was sent on behalf of. Only the form's starting value was affected, so no message was ever sent to an address the sender did not choose.

3 September 2026 - v1.29.0

New Features:

• Custom Ticket Status Every ticket status now belongs to one of six status categories that never change (New, Open, Pending, On-hold, Resolved, Closed), and you can create your own statuses inside Open, Pending, On-hold, and Resolved, such as "Awaiting Payment" inside Pending or "Under Review" inside Open. Manage them from Settings → Ticketing → Ticket Status, available to Owner and Admin. Each category starts with a default status matching the one Helpdesk already used, so nothing changes until you create a status of your own.

  • Names customers see. Turn on Use Different Status Names for Customers to give a status its own name and description in the Help Center. Leave it off and customers see the standard label for its category.

  • Safe to change later. Every category always keeps exactly one default status, which cannot be deactivated or deleted. Deactivating a status hides it from every picker while tickets already using it keep it, and deleting a status that tickets still use asks you to pick a Replacement Status from the same category.

  • Per-form status selection. Each ticket form has a Setting Ticket Status page where you tick the statuses that form offers, which is what the status picker on those tickets will show. Default statuses are always included.

  • Limits. Up to 300 statuses per workspace and 100 per category. A status name must be unique across all categories, and its category is locked once saved.

• Custom statuses across the ticket workspace Status is now its own column on the ticket list, the Ticket Views sidebar groups tickets by status category, the Status filter became a searchable multi-select, and bulk edit can apply a custom status. On a ticket, the Ticket Status field and the Submit as button both group statuses by category. New placeholders {{ticket.status}} and {{ticket.status.category}} are available in reply templates, auto replies, email notifications, the CSAT survey, and the automation actions that send content.

• Status Category in Automation and Ticket Views Automation gains a Status Category condition and a Set Status Category action, plus Hours since {{Custom Status}} and Hours since status category on time-triggered rules. Ticket Views gain a Status Category condition, and Manage Groups on a Kanban board now offers custom statuses as columns.

• Help Center and API support Customers read status at category level: Open for New, Open, and On-hold, Awaiting Your Reply for Pending, and Solved for Resolved and Closed, or the custom name if you set one. On the public API and webhooks, status can now carry a custom status and a new status_category field is returned alongside it, with no change for integrations already running.

Enhancements:

• Automatic status changes resolve at category level When Helpdesk changes a status on its own it targets a category and applies that category's default status, leaving the ticket alone when it already sits in that category. A reply from the requester still reopens a Pending, On-hold, or Resolved ticket, but a ticket already on a custom status inside Open keeps that status.

• Resolution time and SLA timers stop by category Resolution Time and Ownership Time on Division SLA are released once a ticket enters the Resolved or Closed category, rather than one specific status.

• Filter the Agent Directory by role GET /api/v1/agents accepts a new roles parameter with the values owner, admin, supervisor, and agent, sent either repeated or comma-separated. Without it the endpoint still returns agents only, so integrations already running are unchanged. An unknown value is rejected with 422, and assignable is now true only for an active agent that belongs to at least one active division.

• Faster ticket list, Kanban, and API responses A round of N+1 and slow-query fixes across the ticket list, sidebar counts, inbound email, and the v1 and v2 ticket endpoints. The v1 ticket list alone dropped from 147 queries per request, and sidebar counts now come from a single shared, briefly cached query.

• Help Center ticket links use the ticket number The Help Center ticket detail page now carries the ticket's sequential ID in its URL instead of the internal ID, so a link matches the number shown on the ticket.

• Omnichannel Room ID on ticket data A ticket created from the Helpdesk ticket form in the Omnichannel App Center widget now records which Omnichannel room it came from, and the value can also be populated through the API. It is stored with the ticket data and is not shown in the Helpdesk interface.

Bug Fixes:

• Fixed Agent and Supervisor accounts getting an Unauthorized page when opening the Helpdesk widget (ACW) or CDP tickets from Omnichannel, on workspaces whose Omnichannel app issues expiring tokens. Admin accounts were never affected. Agents and supervisors on those workspaces can now use both surfaces normally.

• Fixed the notification dropdown failing to open and the notification page timing out for accounts holding a large number of notifications. Two database indexes that had never been applied are now in place.

• Fixed notification titles that contain HTML being interpreted by the browser. They now render as plain text, tag characters included.

• Fixed a ticket created with an explicit division not receiving automatic agent assignment. The chosen division is still respected, and tickets from email or the Help Center still get their automatic division.

• Fixed the ticket history diff losing its strikethrough and underline markers after editing a summary or description.

• Fixed email notification bodies losing their formatting, tables, and colors after sanitization.

• Fixed the Knowledge Base redirect page accepting an external address in its redirect parameter. It now always returns to the workspace's own Help Center.

August 2026

20 August 2026 - v1.28.2

Bug Fixes:

• Fixed role restriction not being applied to Custom Analytics, where a dashboard limited to specific roles was still visible on the Analytics page to roles that were not on its list. Restrictions configured earlier now take effect without needing to be set again.

20 August 2026 - v1.28.1

Enhancements:

• Custom Analytics visibility per role A Custom Analytics dashboard can now be limited to specific roles, plus its own enable and disable switch. A role that is not listed will not see the dashboard, including Owner, so add Owner explicitly when needed. Each dashboard can also point to its own Metabase instance; existing dashboards keep working unchanged.

• Agent Directory endpoint on the public API A new GET /api/v1/agents returns the agents in your workspace, so an integration can resolve an assignee ID into a name or email without a Helpdesk login session. Paginated, uses the same Bearer API key, and supports search by name or email, division filter, and an option to include pending or deleted agents.

• Assignee details on ticket responses Ticket list (v1, v2) and ticket detail (v1) now return an assignee object with id, name, email, and qismo_id, or null when unassigned. The existing assignee_id field is unchanged.

7 August 2026 - v1.28.0

New Features:

• Spam tickets Mark junk or abusive tickets as spam to move them out of your main working queue into a dedicated Spam view, without throwing their data away. Available as a bulk action on the ticket list and from the action menu on the ticket detail page.

  • Suspend the requester in the same step. The confirmation dialog carries an optional Suspend associated contact checkbox, off by default, so you can stop repeat abuse from the same person without a second trip.

  • Restore at any time. A ticket in Spam can be restored back to the normal queue and returns with its original status, division, and assignee intact.

  • Automatic spam from suspended customers. New tickets from a suspended customer go straight to Spam across every channel: email, API, and Help Center submissions.

  • Email replies once a ticket is spam. Replies to the email thread of a spam ticket no longer land on that ticket. Each reply starts a new, separate ticket, which enters the normal queue, or goes straight to Spam if the requester is suspended as well. This covers replies on a forwarded thread too.

• Deleted tickets and the Trash view Delete now moves a ticket to a Trash view instead of removing it on the spot, so an accidental deletion can be undone. Available as a bulk action and from the ticket detail action menu.

  • Restore or delete permanently. Trash has its own bulk action bar with Restore and Delete Permanently, and the list shows Deleted By and Deleted Date so you can see who removed each ticket and when.

  • 30-day retention. A ticket left in Trash is permanently removed 30 days after its Deleted Date, together with its conversation history and attachments.

  • Ticket preview in Spam and Trash. The detail page cannot be opened for a ticket in either view. Hover the Subject to read a preview carrying the ticket's ID, requester, channel, time, original status, and summary.

• Suspend and unsuspend customers The Customers menu now separates All Customers from Suspended Customers, with a Suspended Date column on the latter. A suspended customer cannot sign in to the Help Center and cannot be selected as a requester when an agent creates a ticket. Unsuspending restores both right away.

  • Ongoing conversations keep running. Suspending a requester does not change email threading. Their replies still land on the same ticket, whether they reply to the ticket itself or to a forwarded thread. Only new tickets from them are affected, and those go to Spam.

Enhancements:

• Refreshed confirmation dialogs Confirmation dialogs across Helpdesk now have a fresher, cleaner look, with a consistent compact layout and destructive actions clearly marked in red.

• Success feedback moved to toasts When an action simply succeeds, Helpdesk now confirms it with a toast in the corner that clears itself, instead of interrupting with a pop-up you have to dismiss. Success messages that carry an instruction still use a dialog.

• Requester filter matches email and phone number The Requester filter on the ticket list now searches by email and phone number in addition to name, so you can narrow the list by whichever identifier you have on hand.

July 2026

23 July 2026 - v1.27.1

Enhancements:

• Faster Kanban Board loading with many tickets Improved load performance on the Kanban Board so boards holding large volumes of tickets render more quickly.

22 July 2026 - v1.27.0

New Features:

• Ticket Views — Kanban Board layout A new view type for visualizing tickets as cards in status columns, with optional swimlanes and drag-and-drop — ideal for status-driven workflows where the team wants to see and update progress visually. Configure the layout in Step 3 of the create-view wizard:

  • Group by Status. Columns are Status values (New, Open, On-Hold, Pending, Resolved) arranged in your chosen workflow order via Manage Groups.

  • Add swimlanes. Optionally split each column by Assignee, Priority, Channel, or Division for a second dimension.

  • Design each card. Pick up to 15 fields per card — priority badges, SLA reminder blocks, assignee avatars, and any Custom Field you configure.

  • Order inside columns. Sort cards by ID, Priority, Created At, Latest Update, or Resolution Due — or use None to keep the manual drag-drop order.

• Drag-and-drop to update tickets Move a card between columns to change status, or between swimlane rows to update the swimlane field (Assignee, Priority, Division, Channel) — no need to open the ticket. Handover permissions respect your tenant's Handover Options for Agents and Supervisors; Owner and Admin are unrestricted. Blocked moves snap back with a clear toast (missing required field, read-only swimlane, restricted division change, or attempt to drop into New).

• SLA reminder blocks on cards First Response, Resolution, and Ownership due dates render with color-coded urgency: neutral before the reminder threshold, 🟡 yellow once inside the reminder period, 🔴 red when overdue — so agents can prioritize at a glance without opening each ticket.

• Realtime sync across your team As teammates move cards, animation mirrors the change on your own board without manual refresh — status changes, swimlane moves, and SLA state transitions all propagate live.

Enhancements:

• Filter panel — custom field & Ticket Form filters The filter panel is now compact and configurable: default filters render immediately, and you can add filters for any supported Custom Field (Dropdown, single-line text, multi-line text) via a new Add Custom Field button — hidden automatically when your tenant has no supported custom field. Each custom field filter can be configured (dropdown: choice picker; text: Equals or Contains, case-insensitive) and removed. Ticket Form is now a first-class filter as well. Placeholder copy improved to Select {{field name}} with ellipsis truncation for long names.

• Search requester by email or phone number The requester search on ticket creation and assignment now matches on email and phone number in addition to name, so you can find a requester by whichever identifier you have on hand.

• Bulk edit — remove Delete and Spam The bulk-edit status dropdown on the ticket list no longer exposes Delete and Spam, so those destructive actions can only be taken per ticket to reduce accidental mass changes.

• Placeholder polish on ticket detail dropdowns Dropdown fields on the ticket detail page now use consistent, clearer placeholder text.

• Resize images in Knowledge Base editor The Knowledge Base article editor now supports drag-to-resize on inline images, so authors can size illustrations without external tooling.

Bug Fixes:

• Fixed an issue where the field title, placeholder, and value could overlap on the ticket detail page and on the Ticket Fields settings page — the layout is now consistent regardless of field length.

• Fixed an issue where clearing the summary on Edit summary and saving showed a "content missing" placeholder instead of blocking the save; the summary field now enforces its required rule and shows an inline error when empty.

• Fixed realtime events not firing for Helpdesk apps that had not yet enabled the realtime feed, so those apps now receive live ticket events like the rest.

• Fixed an issue where the Assignee dropdown in automation Conditions and Actions froze while selecting a value.

• Fixed an issue where the Test Webhook sidebar dropdowns (Select event, Request method, Select content type) froze during webhook creation.

3 July 2026 - v1.26.2

Bug Fixes:

• Fixed an issue where an automation email action (Email Notification / Reply Email) failed for everyone when it ran on a ticket with no assignee and the recipient list included the Assigned Agent. The automation now skips the unresolved Assigned Agent and still delivers the email to all other recipients.

2 July 2026 - v1.26.1

Enhancements:

• Generate API token via API — Added an API endpoint to generate a Helpdesk API token using Omnichannel admin credentials, so external tools and CLIs can obtain a token programmatically instead of generating one from the dashboard first. Each account (tenant) has a single API token that is returned on every call, and only Omnichannel admins can generate it. The token works as a Bearer token across the Helpdesk API, the same as a token created from the dashboard.

Bug Fixes:

• Fixed an issue where Division SLA reminder and escalation in-app notifications (toast and bell) did not appear when a ticket had only a Division SLA applied and no regular SLA Policy. Division SLA reminders and escalations now fire on their own, regardless of whether a regular SLA Policy is applied to the ticket.

• Fixed an issue where Division SLA reminder and escalation emails were not sent to the configured internal users when a ticket had only a Division SLA applied and no regular SLA Policy.

1 July 2026 - v1.26.0

New Features:

• Division SLA — Define how long a ticket can stay with one division before it must be resolved or transferred. Tickets show a countdown to the Ownership Due time, with reminders before and escalations after the deadline. The actual ownership duration is recorded once the ticket is resolved or transferred. Configure from Settings → SLA Policies → Division SLA.

  • Three-step wizard — set the policy name, define matching conditions (Division required; optionally Ticket Form or Organization), and set per-priority Ownership Time targets with Business Hour or Calendar Hour mode.

  • Optional reminder + escalation — get notified before the Ownership Due time, and again after it's breached, in-app and via email; recipients can be the assigned agent and/or specific users.

  • Ownership Due everywhere — a new badge on the ticket detail page, a sortable column on every default ticket view, a filter in the ticket views filter panel, and matching conditions in Custom Ticket Views (Step 2 + Step 3).

  • Manage policies — list, search, edit, duplicate, reorder (first-match-wins), activate/deactivate, and delete; status is shown per row.

  • Customizable email templates — Ownership Time SLA Reminder and Ownership Time SLA Escalation under Settings → Email Notifications, editable subject and body, with a new {{ticket.ownership_due_at}} placeholder.

  • Ticket history — every Division SLA event (applied, target set / changed, breached, fulfilled, total Ownership Time in Business and Calendar Hours) is recorded under the ticket history tab.

• Division SLA Analytics & raw exports — A new Division SLA sub-tab under Analytics → SLA Violation Analytics with overall KPIs (tickets tracked, on-time rate, average Ownership Duration, total violations), division rankings (slowest divisions, top breachers), trends, breakdowns by priority and status, and a per-division performance table. Two new sub-tabs Division Ownership Log and Agent Ownership Log provide CSV / Excel exports — one row per division ownership period and one row per agent assignment period respectively.

Enhancements:

• Consistent SLA notification labels — Renamed existing SLA Policy notification entries under Settings → Email Notifications and the in-app notification toggles from "Violation" to "Escalation" (e.g. First Response SLA Violation → First Response SLA Escalation) so the labels match how Ownership Time SLA notifications are named. Existing customized subject/body content is preserved.

• Cleaner email subject on internal reply — When an internal Helpdesk user replies to the requester via email, the Re: prefix is no longer duplicated in the email subject.

• SLA Due By shows seconds — The SLA Due By display on the ticket detail page now includes seconds, giving a more precise countdown for SLA tracking.

• Knowledge Base Search API — A new public API endpoint to search Knowledge Base articles, enabling external systems to query the help center programmatically.

Bug Fixes:

• Fixed performance issues that caused slow operations when adding an agent to a division and when editing a requester's organization on a ticket with an organization-based SLA.

June 2026

26 June 2026 - v1.25.4

Bug Fixes:

• Fixed an issue where creating a ticket form from the Helpdesk dashboard froze when the form had many conditions configured.

24 June 2026 - v1.25.3

Enhancements:

• New SLA breach conditions in Automation. Added new conditions to time-trigger automation so you can run actions a set number of hours after a ticket breaches its SLA: Hours since First Response breach, Hours since Next Response breach, and Hours since Resolution breach.

• Add a Reply automation action. Automation can now automatically send a reply to the requester, making it easy to set up flows such as following up with requesters who haven't responded yet.

Bug Fixes:

• Fixed an issue where automation with the Ticket Updates trigger did not run when a ticket was updated.

• Fixed an issue where deleting an internal Helpdesk user did not remove its linked account reference in the database.

19 June 2026 - v1.25.2

New Features:

• Export and import Ticket Fields, Forms, and Form Conditions. Ticket Field, Ticket Form, and Ticket Form Condition configurations can now be exported and imported, making it easier to move setups between accounts.

Bug Fixes:

• Fixed an issue where the assignee and requester dropdown lists froze while selecting a value, affecting both the ticket view and automation.

17 June 2026 - v1.25.0

New Features:

• Custom Ticket Views (List) Build your own ticket lists tailored to how you work — surface exactly the tickets you care about, with the columns and order that fit your day. Configure each view from Settings → Views:

  • Personalize the conditions. Filter by status, assignee, division, requester, tags, channel, priority, SLA timing, custom fields, and more — combine as many conditions as you need.

  • Pick your columns. Choose up to 15 columns per view and arrange them in the order you want via Manage Fields.

  • Set the default order. Sort by ID, Status, Priority, Created At, or Latest Update — Ascending or Descending.

  • Make it yours. Give each view its own name and emoji icon so it's easy to recognize in the sidebar.

• Shared or personal scope. Owner and Admin can create Shared views for all agents or for specific divisions; any user can create Personal views just for themselves.

• Quick switching from the sidebar. All your active views appear in the dashboard sidebar with live ticket counters, so jumping between work contexts is one click away.

May 2026

19 May 2026 - v1.24.1

Bug Fixes:

• Fixed several issues with information display in ticket replies when the email source is Apple Mail.

13 May 2026 - v1.24.0

New Features:

• Added Knowledge Base API Token Management, allowing clients to create API tokens from the API Token menu for public API usage in Helpdesk Knowledge Base.

• Added Phoenix debugger integration for Revelio Knowledge Base.

Enhancements:

• Enhanced Revelio AI Search in Knowledge Base with several improvements to search results and token optimization.

4 May 2026 - v1.23.0

New Features:

• Customer Satisfaction (CSAT) Helpdesk now supports CSAT to measure customer satisfaction directly within the platform:

  • Owner/Admin can create and manage Email-based CSAT surveys

  • Supports multiple rating types: Emoji, Star, Number, and Thumbs

  • Provides customizable styling to match business branding

  • Can be triggered via Automation (recommended setup available in Helpdesk CSAT documentation)

  • Delivered via email, and can also be submitted through the Help Center ticket detail page

  • Supports configuration with or without an expiry duration

Enhancements:

• Enhanced Create Ticket API v2 to support forms where visibility to customers is set to false

• Improved deletion capability, allowing Tags, Divisions, and Channels to be deleted

April 2026

22 April 2026 - v1.22.5

Bug Fixes:

• Fixed an issue where unregistered Helpdesk agents received an error response when submitting a ticket through the Helpdesk ticket form in the Omnichannel App Center widget.

• Fixed an issue where unregistered Helpdesk agents encountered an unauthorized menu when opening the Helpdesk ticket form in the Omnichannel App Center widget when auto-create agent was disabled. The form now no longer depends on that flag.

March 2026

31 March 2026 - v1.22.4

Enhancement:

• Added a new API to retrieve ticket details using Sequential ID, providing an alternative way to access ticket information.

27 March 2026 - v1.22.3

Enhancements:

• Added OAuth authentication support in SMTP configuration for Outlook email integration to support Outlook’s latest authentication standard.

17 March 2026 - v1.22.2

Bug Fixes:

• Fixed an issue where the Tiptap editor failed to initialize due to an unavailable CDN source. The CDN source has been updated to a stable and available provider.

12 March 2026 - v1.22.1

Enhancements:

• Webhook Retry Mechanism Added a retry mechanism for webhook delivery, allowing up to 5 retry attempts to improve reliability when sending webhook events.

Bug Fixes:

• Fixed an issue where SLA breach duration in Business Hour calculations was incorrectly calculated using calendar hours instead of business hours.

10 March 2026 - v1.22.0

New Features:

• Ticket Merge

  • Merge multiple related tickets into a single primary ticket.

  • Supports merging up to 5 tickets in one action (1 primary + 4 secondary).

  • Can be initiated from the Ticket Detail page or by selecting multiple tickets from the Ticket List page.

  • Secondary tickets will be automatically closed and linked to the primary ticket through ticket logs for clear tracking.

Enhancements:

• Reply Template Improvements Internal Helpdesk users can now create reply templates with flexible visibility options:

  • Global templates (accessible to all users)

  • Division-specific templates

  • Personal templates (only visible to the creator)

February 2026

26 February 2026 - v1.21.2

Bug Fixes:

• Fixed an issue where CSS assets failed to load on Public API pages.

24 February 2026 - v1.21.1

Bug Fixes:

• Fixed an issue where Owner/Admin could not add a new user when only one agent seat was remaining.

• Fixed an issue where the Search & Add Follower popup closed unexpectedly after adding a new follower.

23 February 2026 - v1.21.0

New Feature:

• Helpdesk Apps

  • Admins can embed external tools into Helpdesk using iframe.

  • Apps can be placed in the Side Navigation or Ticket Sidebar.

  • Access can be restricted by role and division.

  • Embedded Apps can receive:

    • App ready events

    • Ticket update events (Ticket Sidebar only)

  • Apps can request:

    • Current logged-in user data

    • Current ticket data (Ticket Sidebar only)

  • Apps can adjust their display using resize and fullscreen actions.

  • Ticket-related events are only available for Ticket Sidebar apps, and embedded Apps must support iframe usage.

Bug Fixes:

• Enhance the validation checker for duplicate users using the same Qismo ID. If one user is deleted but the other is not, the user should not receive a 403 Forbidden Access screen.

• Improve ticket list view performance by limiting the number of notifications per page.

11 February 2026 - v1.20.3

Enhancements:

• Improved Real-time Event Handling. Real-time processing in Helpdesk has been enhanced by deploying a dedicated server separated from the main server. This improves scalability, resource efficiency, and overall system stability.

• Simplified New Client Onboarding via App Center. The onboarding flow for new Helpdesk clients has been improved. New clients can now request Helpdesk directly through the App Center. The custom button in Omnichannel has been removed for new clients, and they will instead use the Create Ticket Widget, allowing users to fill in the ticket form before submission.

Bug Fixes:

• Fixed edge cases where attachments were not uploaded correctly during ticket creation or when replying to a ticket.

5 February 2026 - v1.20.2

Bug Fixes:

• Improved Tiptap text editor initialization to address cases where the editor failed to load properly. This update increases stability during editor load in ticket interactions.

3 February 2026 - v1.20.1

Bug Fixes:

• Fixed an issue where auto-assignment to a division configured via the channel was not working as expected. The system now correctly assigns tickets to the designated division based on the channel settings.

3 February 2026 - v1.20.0

New Features:

• Closed Ticket Status

  • Introduced a new Closed status. Tickets marked as closed cannot be reopened.

  • Closure can only be triggered via Automation or API (default rule: 7 days, configurable).

  • Once closed:

    • Agents cannot reply or edit the ticket.

    • Supervisor/Admin/Owner can still edit specific data.

• Follow-up Ticket Creation

  • Any reply to a closed ticket will now generate a new ticket automatically, categorized as a follow-up ticket.

  • Internal or external Helpdesk users can also initiate a follow-up manually via the "Create Follow-up" button.

  • The newly created ticket will display a banner linking back to the original closed ticket.

Enhancements:

• Automation Improvements

  • New actions available:

    • Send email notification to agents

    • Send internal Helpdesk notifications

    • Add ticket notes

  • Automation-triggered actions now include logs in the ticket history.

• Improved integration handling with Omnichannel to reduce dependency-related issues.

• Agents now have a “Keep me as a follower” checkbox when handing over a ticket, allowing them to keep receiving notifications even after reassignment

Bug Fixes:

• Fixed overlapping text layout issues on several pages.

January 2026

14 Jan 2026 – v1.19.0

New Features:

• Ticket Follower: allows internal users to stay informed and collaborate on tickets without being assigned as the assignee or requester, while keeping ticket ownership and workflows unchanged.

  • Internal users can follow tickets manually from the ticket detail page

  • Followers can also be added automatically via Automation rules

  • Followers receive in-app (toast) and email notifications (if enabled) for ticket updates

  • All follow and unfollow actions are recorded in the Ticket History

  • Added a "Only Show Tickets I Follow" filter to help users quickly access followed tickets

Enhancements:

• Introduced Urgent as a new ticket priority

• Added Unassigned option in Filter by Assignee

• Improved New status handling to prevent reverting after ticket creation

• Enhanced SLA violation records for better reporting and historical tracking

• Added assignee phone data for automation webhook notifications

• Improved system performance by applying rate limiting to ticket creation via Help Center

• Improved password generation when creating new requesters

• Reviewed and optimized SLA Analytics queries

• Added IP access logging in Knowledge Base (Frontend)

Bug Fixes:

• Fixed an error when accessing Help Center pages

December 2025

3 Dec 2025 - v1.18.0

New Features:

• SLA Policy Management: Helpdesk now supports SLA Policy creation. You can define SLA targets based on specific conditions, including::

  • First Response Target

  • Next Response Target

  • Resolution Target

  • Along with optional Reminder and Escalation settings.

• SLA Metrics Display: The SLA targets are now visible directly on the Ticket List and Ticket Detail pages, helping internal users quickly identify tickets approaching their deadlines.

• SLA Notifications:

  • Added SLA Due Reminder notification type.

  • Added SLA Violation Escalation notification type for overdue SLA targets.

• SLA Event Logs: SLA-related events such as SLA applied, fulfilled, or breached are now recorded in the Ticket History, making it easier to trace SLA compliance timelines.

• SLA Report: New reporting section to monitor SLA performance, including counts of fulfilled vs. breached SLAs.

• New Webhook Events: Introduced additional webhook types to notify external systems when an SLA target has been breached.

Enhancements:

• Improved ticket list performance by optimizing queries for better load time.

• Enhanced agent deletion flow to ensure deleted agent emails can be reused in the future.

Bug Fixes:

• Fixed errors occurring when accessing specific ticket details under edge conditions.

• Resolved placeholder bugs in the automation menu.

• Fixed issue where customer replies via Outlook were not quoted.

November 2025

6 Nov 2025 - v1.17.2

Enhancements:

• Added custom field data and form details data to the following Ticket APIs:

  • GET /api/v1/tickets

  • GET /api/v1/tickets/:id

• Added custom field filtering support in:

  • GET /api/v1/tickets

October 2025

30 Oct 2025 - v1.17.1

Bug Fixes:

• Email Notification Issue: Fixed an issue where tickets created via email did not trigger internal email notifications.

• Missing Placeholder Content: Resolved a bug where {{ticket.description}} in email notifications was replaced with empty content.

• Email Parsing Fix: Improved email parsing to ensure emails without a body can still be converted into Helpdesk tickets correctly.

29 Oct 2025 - v1.17.0

New Features:

• Internal Email Notifications:

  • Helpdesk now supports email notifications for internal users with the following types:

    1. New Ticket Created – Sent to all Owners and Admins.

    2. New Ticket Assigned to Your Division – Sent to Supervisors in the assigned division.

    3. New Ticket Assigned to You – Sent to the assigned agent.

    4. New Reply on Your Ticket – Sent to the assigned agent when a customer replies.

  • Replies to these emails will be automatically recorded as internal notes in the ticket.

Enhancements:

• Improved Email Parsing: Enhanced formatting for replies and summaries, especially when received from Outlook or Zoho, ensuring better readability in Helpdesk.

• New API: Added a new API to update ticket title and summary for better ticket content management.

Bug Fixes:

• Resolved various display issues in the ticket detail page.

• Fixed an issue where changing the "rows per page" option did not work in the Custom Fields settings.

22 Oct 2025 - v1.16.0

New Features:

• Forward Ticket & Reply: You can now forward a ticket or a specific reply to external recipients.

  • Each forward becomes a separate thread, distinct from the main ticket.

  • Replies to the forwarded message are stored as thread replies—keeping them isolated from the main conversation.

  • Internal Helpdesk users can view and reply in the thread without changing the main ticket status.

  • Two types of notifications:

    • Agents assigned to the ticket are notified if a thread is forwarded within that ticket.

    • The user who initiated the forward will be notified of any replies in the thread.

  • All forwards and thread replies are logged in the ticket history.

Enhancements:

• Notification Settings Shortcut: Added a direct button to notification settings pages in the notification popup to improve accessibility.

September 2025

26 Sep 2025 - v1.15.1

Enhancements

• Quoted Text in Replies: Added quoted text (similar to email history) when replying to tickets for better context and clarity.

• Requester Tooltip: A tooltip is now shown when hovering over requester options while creating a new ticket, making it easier to understand the selection.

• Optimized business hour analytics query for better performance.

• Added validation pop-ups for invalid file size or unsupported file types when attaching files, both in the new ticket form and ticket reply.

• Sorted email list in the Email Settings page by creation date to improve usability.

• Improved login sync between Helpdesk and Knowledge Base, allowing seamless transitions.

• Added an email column in the Channel List page to easily identify which email is linked to each channel.

Bug Fixes

• Fixed app crash when failing to decode the email body content.

• Default tenant email can no longer be deleted, preventing accidental misconfiguration.

11 Sep 2025 - v1.15.0

New Feature:

• Email Signature: Helpdesk now supports configurable Email Signatures. Admins and owners can define default signature templates per email address, with customizable fields to display. The signature will be automatically inserted into the reply text box when Helpdesk users compose a reply (excluding internal notes).

Bug Fixes:

• AI Rate Limiter Adjustment: Updated the AI-powered search rate limiter to follow the configured limits instead of using the default values.

3 Sep 2025 - v1.14.2

Enhancement:

• Display Custom Fields Without Form Selection: Custom fields will now be shown in the ticket detail page even when no form is selected, ensuring better visibility and context for agents handling incoming tickets.

2 Sep 2025 - v1.14.1

Bug Fixes:

• Multiline Text Field Issue: Fixed an issue where text area content appeared empty when a new line was added to a multiline field.

• Missing Validation Alerts: Resolved a bug where required field alerts were not triggered when the field was not part of any condition rule and relied solely on its default "required" setting.

1 Sep 2025 - v1.14.0

New Feature:

• Form Conditions Support: Helpdesk now supports conditional logic in ticket forms, giving admins greater flexibility and control:

  • Required Field Overrides Based on Status: Admins can configure specific fields to become required when an agent changes a ticket status. For example, the app_id field must be filled before a ticket can be marked as resolved.

  • Conditional Field Visibility: Fields can now be shown based on selected dropdown options. For example, selecting "Indonesia" in a country dropdown can trigger the display of a City field containing Indonesian cities only. This enables a more dynamic and context-aware form experience.

Bug Fixes:

• Addressed several UI issues related to form conditions.

• Fixed behaviors related to required field validations, ensuring that error states now trigger and display as expected.

August 2025

6 Aug 2025 - v1.13.0

New Feature:

• Revelio AI Search: A new AI-powered search has been introduced to the Help Center to assist users in finding answers through natural language queries. Revelio returns the most relevant results along with referenced articles for deeper exploration. Key Capabilities:

  • Requires a minimum $1 credit balance to operate. Clients must top up via manual prepaid mechanism through Qiscus support.

  • Relies on synced articles from the Knowledge Base. Article sync must be enabled in the Knowledge Base settings.

  • Access to analytics dashboard for usage insights, including: credit balance, user feedback, unanswered questions.

  • Built-in caching and rate limiting to reduce costs and mitigate abuse.

Enhancements:

• Sticky WYSIWYG Toolbar: The formatting toolbar in the article editor is now fixed to the top, making it easier to style articles during content creation.

• Knowledge Base Shortcuts: New shortcuts have been added to quickly open the live article in Help Center and copy the article URL for easier sharing.

• Edit Shortcut in Help Center: Logged-in internal users now have direct access to the “Edit Article” button from Help Center pages.

July 2025

31 Jul 2025 - v1.12.5

Bug Fixes:

• Requester Email Parsing Fix: Fixed an issue where the requester’s email address was incorrectly parsed, causing certain outgoing emails to fail delivery.

30 Jul 2025 - v1.12.4

Bug Fixes:

• Email List Parsing Fix: Resolved an issue where email addresses copied from Google Calendar could not be inserted into the recipient list.

• Bulk Update Division Fix: Fixed a bug where bulk-updating the division on tickets failed to apply changes.

• Missing Content Handling: Fixed an error that occurred when replying to a ticket whose channel had no attached email—replies now proceed as expected.

29 Jul 2025 - v1.12.3

Enhancements:

• Multi-Recipient Reply Support: Helpdesk users can now reply to all CC’ed recipients in customer emails, instead of just one.

• Add CC on Reply: Easily add more recipients when replying to tickets.

• Drag & Drop File Upload: Attach media files to replies faster using drag-and-drop or paste directly into the text editor.

Bug Fixes:

• Ticket Log Accuracy: Ticket status updates are now correctly logged in the history even when submitted along with replies or notes.

• Email Structure Handling: Fixed an issue where tickets sometimes failed to be created from emails that had no body and only attachments. This issue occurred in specific cases with uncommon or malformed email structures.

• Bulk Edit Fix: Resolved a failure when performing bulk edits on tickets from the list view.

• Reply Formatting: Improved line spacing in ticket replies—line breaks now render as expected.

14 Jul 2025 - v1.12.2

Enhancements:

• Table Support in Text Editor: Users can now insert and format tables directly within the Helpdesk text editor to improve message structure and clarity.

Bug Fixes:

• Fixed an issue where the Helpdesk Ticket Form (ACW) in Omnichannel did not generate the correct requester email value.

• Resolved a bug preventing emails with multiple in-reply-to headers from being converted into Helpdesk tickets.

• Fixed a problem where bulk update replies and notes could not be sent.

• Fixed a crash issue when replying to tickets containing customer data with hidden line breaks (\r or \n).

June 2025

26 Jun 2025 - v1.12.1

Enhancements:

• App Center Widget (ACW): Helpdesk Ticket Form

  • Helpdesk is now integrated into Omnichannel via a new widget that allows users to create tickets directly from the widget.

    • Users must input the requester's email to submit the form.

    • If the email is unavailable, a dummy email can be generated with a click.

    • The requester’s phone number from the chat room will also be saved automatically into their profile.

Bug Fixes:

• Fixed a looping issue where auto-replies from no-reply addresses were being forwarded back to the requester, creating endless reply loops.

• Resolved a bug where response time metrics were not calculated correctly.

13 Jun 2025 - v1.12.0

New Feature:

• Business Hour, This release introduces Business Hour configuration to improve SLA accuracy and flexibility:

  • Customizable Business Hours: Clients can now define and manage their own Business Hours to adjust SLA metric calculations. Time periods outside business hours will be excluded from SLA tracking.

  • Holiday-Aware SLA: Business Hours can be configured with a holiday list, allowing SLA timers to pause during holidays and automatically resume afterward.

  • Division-Level Assignment: Business Hours can be assigned to Divisions. When a ticket is assigned to a division with a configured Business Hour, that schedule will be applied to the ticket’s SLA.

  • Ticket History Tracking: Applied Business Hour names are now recorded in the ticket history for improved transparency and auditability.

  • Dual SLA Views in Analytics: The Analytics Dashboard now supports two SLA types:

    • Calendar Time: 24/7 calculation

    • Business Time: Based on active Business Hour settings

April 2025

28 Apr 2025 - v1.11.8

Enhancements:

• Fixed an issue where articles could not load beyond 50 items when a section contained more than 50 articles in the Help Center.

• Updated article listing in the Help Center to sort by last updated date instead of created date, ensuring users see the most recently refreshed content first.

17 Apr 2025 - v1.11.7

Enhancements:

• Added support for displaying tables in the ticket detail view to improve readability of structured content.

• Displayed timestamps in the ticket detail view for better context and tracking.

• Fixed an issue where users could not create a new ticket via Help Center if no active form was available.

16 Apr 2025 - v1.11.6

Enhancements:

• Fixed an issue where content with block quote types was missing from ticket messages.

• Supported ticket creation from inbound emails without a subject line.

• Added support for multiple reply-to addresses in tickets created via API.

• Improved ticket creation flow to handle missing inline attachment sources—tickets will now still be created instead of being rejected.

March 2025

25 Mar 2025 - v1.11.1

New Features:

• Multiple Ticket Form

  • You can now create multiple ticket forms, each with its own custom fields.

  • If more than one form is active, agents and customers will be prompted to select a form before creating a ticket.

  • This allows for a more focused and flexible ticket creation experience across both the Agent Dashboard and Help Center.

18 Mar 2025 - v1.10.1

Enhancements:

• Knowledge Base - Table in Articles: Agents can now create and organize tables within Knowledge Base article content, allowing for more structured and professional data presentation.

• UI Enhancements in Knowledge Base Articles: We’ve made several design refinements in Knowledge Base article content to ensure a cleaner and more user-friendly appearance.

• Indicator for Private Articles: Private articles in the Knowledge Base now have a special indicator, making it easier for users to identify content with restricted access.

17 Mar 2025 - v1.10.0

New Features:

• Login & Logout Enhancement for Knowledge Base Agents: Internal agents can now log in via the Help Center to search and view private articles.

• Help Center Theme Customization: The capability to change the Help Center page theme color is now available. You can request theme color updates via Qiscus support team.

Enhancements:

• Improved API Token Page Creation for better usability.

• Enabled Case-Sensitive Search to support capitalized words in multiple search menus.

• Bug Fixes & Optimizations in Create Ticket and Update Ticket flow for a smoother experience.

5 Mar 2025 - v1.9.0

New Features:

• Automation Feature: Introduced a powerful automation system to streamline ticket management and enhance customer support efficiency.

  • Rule-Based Ticket Processing: Automate actions based on ticket creation, updates, or time-based triggers.

  • Flexible Condition System: Configure automations using ticket attributes such as status, priority, assignee, requester, custom fields, and time-based rules.

  • Automated Actions: Perform tasks like auto-assigning tickets, updating priorities, changing statuses, updating TAGs, and triggering webhooks.

Read the full documentation here: Qiscus Helpdesk Automation Documentation

February 2025

26 Feb 2025 - v1.8.6

New Features:

• Added API for managing ticket tags:

  • Set Tags: Replaces existing tags with new ones.

  • Add Tags: Appends new tags without removing existing ones.

  • Remove Tags: Deletes specific tags from a ticket.

Improvements:

• Enhanced Get Ticket Detail API to include associated tags.

Bug Fix:

• Fixed a bug where customer replies already received in the helpdesk were incorrectly marked as pending.

24 Feb 2025 - v1.8.5

Enhancement :

• Added Post Reply Status Column: This update allowing users to track the delivery status of their replies. The status indicates whether a reply was successfully sent, is still being processed (Pending), or failed to send (Failed). This enhancement helps users monitor their messages.

• Updated Ticket Filtering in API Get list of ticket: Enhanced the ticket filtering system to allow filtering by the requester's email

• Improved Ticket Creation API: The ticket creation API now supports assigning tickets directly to an agent using their email.

5 Feb 2025 - v1.8.4

Enhancement :

• Expanded Ticket History Logs: Ticket history now captures additional updates, including changes to title, new replies, new notes, and ticket assignee. It also tracks modifications to custom fields (Short Text, Text Area, Dropdown, and Datetime). Additionally, First Response Time by Agent, Resolution Time, and Resolution Time excluding Pending and On-hold periods are now logged, providing deeper insights into ticket handling and resolution.

December 2024

20 Dec 2024 - v1.8.2

New Features:

• Ticket History Logs: Logs all updates made to tickets, including changes to status, priority, tags, division, and summary. This provides better transparency and traceability for ticket management.

12 Dec 2024 - v1.7.0

New Features:

• Custom Organization Field Dropdown: Introduced a customizable dropdown for the organization field. This feature allows admins to create and manage organization-specific information directly within the system, offering greater flexibility for managing organizational data.

• Edit Ticket Title: Added the ability to edit the ticket title, which was previously not editable after the ticket was created, offering greater flexibility in ticket management.

Enhancements:

• UI and Behavior Improvements: On the Ticket Detail Page, actions such as Edit Ticket Summary, Mark as Spam, and Delete Ticket, which were previously separated as standalone buttons or options within the page, have now been consolidated into a single three-dot options menu. This unification aims to enhance efficiency, improve navigation, and create a cleaner, more streamlined interface.

Bug Fixes:

• Fixed missing content error when clicking internal links sent via Helpdesk ticket.

• Corrected typo in the "Back To" button wording on the create fields page.

• Resolved issue where webhooks were not triggered when filling out custom fields.

• Fixed issue with reordering fields to the bottom in the form menu.

• Resolved issue with long links not being fully converted when sending long URLs as notes/replies.

November 2024

21 Nov 2024 - v1.6.1

New Features:

• Improved Login Security: Added penalty time for incorrect password attempts to enhance security.

• Tenant Options Menu: Admins can now allow agents and supervisors to reassign tickets across divisions.

• Enhanced Customer Management: Added support for creating organizations directly when adding or editing customer data.

Enhancements:

• Introduced empty state pages and search "not found" states for various settings menus, including TAGs, Reply Templates, API Tokens, Webhooks, and more.

• Better Link Interaction: Automatically formats text links into clickable links on detail ticket pages.

• UI and Behavior Improvements

  • Redesigned hover cards for tickets in the list pages.

  • Added tooltips to time labels in the Help Center to show exact timestamps.

  • Updated copywriting for deleting custom fields.

  • Redirected users to the ticket list page after successfully editing custom ticket fields.

  • Removed delete options for default ticket fields.

Bug Fixes:

• Corrected undefined symbols in tickets created from email channels.

• Fixed z-index issues in various pop-ups.

• Resolved search issues in Reply Templates and other settings pages.

• Fixed webhook triggers for bulk actions, such as marking tickets as spam or deleting them.

• Fixed reordering issues for ticket fields.

• Resolved an issue where users couldn't use the auto-create account feature when only one agent seat remained.

12 Nov 2024 - v1.6.0

New Features:

• Knowledge Base CMS Dashboard

  • Introduced a comprehensive CMS dashboard for efficient management of knowledge base articles.

  • Enables structuring of articles into categories and sections, with functionality to reorder categories and sections, ensuring an organized and intuitive knowledge base layout.

  • Enhanced header and footer customization options in the Help Center, allowing administrators to set navigation bar URLs, configure social media links, and display the company name, providing a consistent and branded user interface.

  • Added SEO-friendly permalink configuration, with a customizable structure to meet specific URL format requirements.

  • Integrated Google Analytics for tracking user interactions and engagement, enabling data-driven insights into Help Center usage.

• Knowledge Base Article Access in Help Center

  • Help Center now includes a knowledge base feature, enabling users to browse and access published articles directly, facilitating quick access to information and support resources..

Bug Fixes:

• Resolved an issue preventing the deletion of divisions.

• Fixed a bug where tickets created with a "Resolved" status did not update the "resolved at" timestamp in analytics, improving accuracy in resolution tracking.

1 Nov 2024 - v1.5.0

New Features:

• Help Center Portal: Introducing a self-service Help Center, empowering customers to independently submit support requests, attach files for more detailed information, and track the status of their tickets. For supported file formats and size limitations, please refer to our Attachment Guidelines.

• Ticket Management for Customers: Logged-in customers can now manage their submitted requests more effectively, with options to view, search, and filter tickets by date, status, or organization-wide (if enabled). They can also respond directly to tickets, attach additional files, and mark tickets as resolved.

• Help Center Configuration: Admins can configure submission forms with custom fields, set field access levels, and organize field order to align with support workflows. This ensures a seamless experience for both customers and support teams.

October 2024

29 Oct 2024 - v1.4.4

Enhancements:

• Ticket Sneak Peek: Users can now preview essential ticket information by hovering over the ticket title. This quick view includes the ticket summary, associated organization, and additional key details for easier access and review.

• Enhanced Search Functionality: Ticket searches now extend to ticket summaries, with keywords matching the search highlighted within the sneak peek view. This ensures key information stands out, making it easier to locate relevant details quickly.

1 Oct 2024 - v1.4.3

New Features:

• Helpdesk x CDP Integration: Omnichannel agents can now view a detailed ticket history via CDP pages within Omnichannel. The ticket history includes:

  • Information on newly created tickets.

  • Display of ticket status updates.

Enhancements:

• API Update Ticket: The update ticket API now supports updating Helpdesk ticket custom fields.

• Webhook Enhancements: Webhook for creating and updating tickets now includes the ticket number for better tracking and 3rd party integration.

• Back Button UX Improvement: The back button on ticket detail pages now returns users to the previous page while retaining the same ticket filter.

September 2024

12 Sep 2024 - v1.4.2

Enhancements:

• Search Tag Enhancement: Improved the search functionality on the ticket detail page by ignoring case sensitivity when searching for tags.

• Add Pagination in Email List: Introduced pagination to the email list to improve loading performance and navigation when managing large numbers of emails.

• API Enhancements:

  • Added a new API to Get Customer Details and Tenant Profile, enabling easier access to customer and tenant information.

  • Enhanced the API Create Ticket function by fixing bugs and providing clearer error messages for better debugging.

Bug Fixes:

• WYSIWYG Editor Bug in Chrome: Resolved an issue where the WYSIWYG editor was displaying unexpected dots in the Chrome browser.

• Failed SMTP Test Mail: Corrected an issue where SMTP test emails failed to send due to a custom subdomain defect.

• Datepicker Bug: Fixed a bug where the datepicker would not allow editing of a selected date value.

• Wording Improvements for Pop-up Dialogs: Updated wording in the pop-up dialogs for creating and editing organizations to provide clearer guidance and better user experience.

July 2024

30 Jul 2024 - v1.4.0

Enhancements:

• Main Domain Update: We've changed our main domain from qticketing.qiscus.com to helpdesk.qiscus.com.

• Menu Renaming and Reorganization:

  • The "Accessibility" menu is now renamed to "Tenant Options".

  • "Tenant Options" will contain two menus: "Branding" and "User Access Level".

  • The previous "Accessibility" option is now located under the "User Access Level" menu.

• Branding Capabilities

  • Customize your helpdesk subdomain to {{your-company-name}}-helpdesk.qiscus.com.

  • Option to mask the helpdesk domain with your own domain for a more personalized experience.

• Simplified Login Flow:

  • The tenant ID field is no longer needed during login.

  • Simply bookmark your login link and use your credentials to log in easily.

June 2024

6 Jun 2024 - v1.3.4

Enhancements:

• Seat Quota Information: We have implemented seat quota limitations. Clients who have reached their quota limit will see a clear notification and can contact Qiscus via the Qiscus Ticketing System.

Bug Fixes:

• Removed auto-generated users during QTicketing tenant creation.

May 2024

6 May 2024 - v1.3.3

Enhancements:

• New Requester Creation: You can now directly create a new requester from the 'Create Ticket' popup, streamlining the process of handling tickets for new users.

• Revamped Date and Time Picker UI: The updated interface makes selecting dates and times smoother and more intuitive.

Bug Fixes:

• Text Overflow Handling: Fixed an issue where text without spaces, like long URLs, would spill out of the ticket reply or notes area.

• Seamless Transition: Resolved a glitch that displayed the Omnichannel login screen when switching back from QTicketing to the Omnichannel inbox.

March 2024

25 Mar 2024 - v1.3.2

Enhancements:

• Revamped email integration pages now feature:

  • SMTP template, including Gmail SMTP setup

  • SMTP test mail feature for quick configuration verification

  • Guideline for setting up forwarding email to QTicketing

• TAG and Priority Analytics to provide more insights into ticket distribution based on tags and priority levels.

• Improved Reply/Internal Notes Textbox UI: Enhanced for clearer distinction between replies and internal notes.

February 2024

26 Feb 2024 - v1.3.0

New Feature:

• QTicketing tickets are now accessible from the Omnichannel CDP Menu, facilitating Omnichannel agents in tracking customer tickets directly within the Omnichannel CDP menu.

Enhancements:

• "Custom Field" data has been added to the new reply webhook payload to support various integration use cases.

• Enhanced the QTicketing notification system to display snackbar notifications with sound. Users have the option to toggle this feature on/off via the QTicketing Profile settings.

• Added a shortcut to edit customer information directly from the Detail Ticket page, streamlining customer data management.

• Implemented custom domains feature for client whitelisting of QTicketing static IP, providing additional security options for accessing QTicketing.

Bug Fixes:

• Resolved an issue where the captcha could be bypassed during login or password reset processes, ensuring improved security measures.

• Prevented deletion of division data that is still used in QTicketing Tickets, preventing accidental loss of needed ticket data.

December 2023

1 Dec 2023 - v1.2.6

Bug Fixes:

• Resolved issue with filter lists not displaying results when filtering on the same date.

Enhancement

• Improved real-time reply performance in the detail ticket pages.

• Custom fields on the detail ticket pages can now be configured to match the order set in the custom field setting page.

November 2023

27 Nov 2023 - v1.2.5

Bug Fixes:

• Fixed issue where changing the division details resulted in the ticket's division becoming unassigned.

Enhancement

• Added new assets for QTicketing's user tenant avatars.

• Improved UI for changing the ticket's division.

17 Nov 2023 - v1.2.4

New Feature

• Enhance security with IP whitelisting in QTicketing. Control access by adding specific IP addresses to the whitelist. For assistance, contact our support team.

Enhancement

• Supervisors in QTicketing now have the capability to transfer a ticket to the specific division they are a part of.

8 Nov 2023 - v1.2.1

Enhancement

• Supports different roles for agents with the same email in QTicketing and Omnichannel.

1 Nov 2023 - v1.2.0

New Feature

• QTicketing users now have the ability to log in via the QTicketing login form pages.

• QTicketing users who have forgotten their passwords can initiate password resets using the 'Forgot Password' menu on the Login Form and Change Password pages.

• Inviting new team members now requires the member to accept the invitation sent to their email by clicking the 'Join the Team' link and setting up their password.

• QTicketing administrators have the capability to revoke team member invitations and resend invitations via the user administration settings pages.

• QTicketing agents now have the ability to create new tickets on the QTicketing dashboard.

Enhancement

• The 'Change Password' pages now able to be used for updating user passwords.

• Tickets generated from the Omnichannel platform via the 'Create Ticket' button will also display the Omnichannel agent who create the ticket.

October 2023

5 Oct 2023 - v1.1.0

New Feature

• Webhook creation. Set up a webhook to keep your system informed when new tickets are created, tickets are updated, or new replies are added.

• On-Hold Status for Tickets.

Enhancement

• Ticket Search: Now supports searching by ticket ID. Use '#' followed by the ticket number you want to search.

• Public API: The 'Create Ticket' function now supports the creation of tickets with custom field data.

• Automatically use the user's email from the Omnichannel contact as the ticket requester's email when creating a new ticket via the 'Create Ticket' button in Omnichannel.

• User Interface (UI) Improvements: Several enhancements to the user interface.

July 2023

18 Jul 2023 - v1.0.23

New Feature

• Add toggle to enable feature agent can handover ticket to another agent

• Support additional custom analytics metabase dashboard

• Autoreply channel now support placeholder

• Same QTicketing Agent will automatically assigned when they create ticket via create ticket button in Omnichannel

Enhancement

• Add Ticket Tags on Response time Table in Overall analytics

Bug Fixes:

• Several QTicketing menu didn't works properly on Firefox 1.1.5

14 Jul 2023 - v1.0.20

Bug Fixes:

• Fix new inbound mail to Custom SMTP didn't create new ticket

June 2023

20 Jun 2023 - v1.0.19

New Feature

• Add toggle to disable auto creation account to limiting Omnichannel agent user that accessing QTicketing

May 2023

25 May 2023 - v1.0.18

New Feature

• Add placeholder data on Reply Template menu, use it to generating data upon reply customer message on detail ticket

Bug Fixes:

• Fix notification for Admin who promoted from supervisor

• Fix date filter ticket not working

• Improve API create ticket that response error with specific edge cases

16 May 2023 - v1.0.13

New Feature

• Create reply template and able to be used by agent or supervisor for each division to reply with predefined text template

• API Token, Able to create ticket via API. Follow this documentation for the details.

• Multiple Admin

  • Previous admin will automatically promoted to Owner

  • Supervisor can be promoted to Admin

  • Admin that promoted from Supervisor can be demoted to supervisor

11 May 2023 - v1.0.12

Bug Fixes:

• Fix integration custom SMTP with gmail

05 May 2023 - v1.0.11

New Feature

• Submit a reply with change ticket status

• Realtime notification unread mark for each new notification retrieved

• Auto change Ticket status

  • If there's a new reply from customer then ticket status will be updated to Open

Enhancement

• Create ticket from Qiscus Omnichannel

  • Add email detection on Omnichannel Contact and if there's a valid data then QTicketing will use it

• Dropdown field which have more than 5 option will have search bar to search the dropdown choices

April 2023

18 Apr 2023 - v1.0.7

First Stable Release

• Division

• Channel

• Email masking (Custom SMTP)

• Multiple email integration

• Custom Field ticket (Date, Dropdown, Short Text, Text Area)

• Auto Reply Email

• Customers

• Organization

• Enhancement OC integration (Attach Room Link, change Ticket title and desc via customer properties during create new ticket, attach conv history when create ticket after room has been resolved)

• Realtime Notification (New Reply in tickets)