Every week, the inbox gets a little sharper

Guardrailed, KB-grounded AI can now resolve common questions on its own and hand off cleanly the moment it isn't confident.

• Per-workspace confidence threshold + abstain-and-escalate fallback
• BYOK or platform credits — your data never trains shared or third-party models
• Every auto-reply cites the articles it drew from
• Full audit trail of what AI resolved vs handed off

Serve your help center, customer portal and chat widget from your own domain with your branding — ideal for agencies running support for many clients.

• Host-resolved help center, portal and chat under your domain
• Per-tenant branding with isolated workspaces
• Host-aware SEO and canonical URLs

Volume, first-response and resolution times now show change versus the prior period, with daily rollup snapshots for fast historical reporting.

• 14-day trends with period-over-period deltas
• Channel breakdown + agent leaderboard refresh
• Daily snapshot rollups speed up historical queries

Capture the data your team actually needs on every conversation, then slice the inbox by it with reusable saved views.

• Text, select, number and date custom fields
• Saved views per agent or shared with the team
• Filter by status, priority, tag, channel and custom field

Set first-response and resolution targets, account for your working hours and holidays, and get alerted before anything breaches.

• First-response & resolution targets per policy
• Business hours, holidays and timezone awareness
• Breach alerts routed to managers

Tidy up duplicate threads in one click, or split a side-question off into its own conversation without losing context.

• Merge duplicates with full history preserved
• Split a reply into a new linked conversation
• Collision detection so two agents never reply at once

Build on GetSupportX with scoped Bearer keys for tickets and replies, plus HMAC-signed, SSRF-guarded webhooks on ticket events.

• Scoped Bearer keys for tickets & replies endpoints
• HMAC-signed webhooks with SSRF protection
• Slack & Discord notifications out of the box

The chat widget gained an Intercom-style home with instant help search, and conversations now support file attachments end to end.

• Messenger home with greeting + help search
• Drag-and-drop attachments on tickets and chat
• Article suggestions surface inside the widget

Self-serve tooling to export or erase an end-user's personal data on request, plus a signable DPA for customers who need one.

• One-click data export per end-user
• Right-to-erasure tooling with audit logging
• Signable Data Processing Addendum

A full keyboard layer for the inbox plus a batch of fixes to threading, draft autosave and notification timing.

• J/K to move through the queue, shortcuts for assign, tag and resolve
• Fixed a draft-autosave race on slow connections
• Resolved duplicate email notifications on reassignment