2.2362.250

Main themes

Removed or changed9· Behaviour that is different after the upgrade.

• Improvement — an existing feature extended, adjusted or polishedWarn about losing assignable team accessRemoving a role from an agent, or an agent from a role, now warns when the change removes an agent's complete assignable access to a team. Tickets in that team are handled as when a team is removed directly.Agents & teams2.250.51
• Removed, retired or restricted going forwardRemove closure notes from AI suggested resolutionsThe AI Suggested Resolution field will no longer be populated with the closure note from the closest matching ticket.AI features2.250.1
• Removed, retired or restricted going forwardPayment fee invoices no longer sync to accounts integrationsPayments for payment-processing-fee invoices will temporarily stop syncing to accounts integrations. This changes how those payments are handled in integrated accounts systems.Billing & invoicing2.250.71
• Internal or maintenance work with no directly usable changeRestore confirmation for embedded chat end eventsThe existing haloChat_inboundEvent_endChat event now prompts the user before ending a chat. A new haloChat_inboundEvent_forceEndChat event ends the chat immediately.Chat2.250.21
• Removed, retired or restricted going forwardRemoved fields from the tickets APIThe tickets endpoint no longer returns a large set of fields, including cost, invoice, quote, audit and third-party integration fields. Integrations and synchronisation processes that use these properties may need updating.Integrations & sync2.244.1
• Improvement — an existing feature extended, adjusted or polishedLimit notification trigger intervals to 10,000Needs setupNotification trigger interval values must now be 10,000 or less. Existing configurations using higher values need to be checked and adjusted.Notifications2.250.21
• Removed, retired or restricted going forwardRemove role selection from new subscriptionsRoles can no longer be set on a new Subscription, and the Roles tab is removed from the New Licence/Subscription screen. Roles can still be set on a Licence after it is created.Sales & purchasing2.250.41
• Bug fix — something was broken and now worksPreserve an existing main site when moving sitesMoving Customer A's main site to Customer B no longer replaces Customer B's existing main site; it is added as a standard site instead. This prevents unintended customer-site changes.Users & customers2.250.51
• Removed, retired or restricted going forwardRemove unsupported Runbook trigger optionAn unsupported option has been removed from the Runbook trigger list. Administrators using that option should account for its removal in workflow configuration.Workflows & automation2.250.1

New features74· Capabilities the old stable did not have.

• New feature — a capability that did not exist beforeAmazon Bedrock AI integrationHeadlineNeeds setupAmazon Bedrock can power virtual-agent responses, vector embeddings and other AI functions through a new AI configuration connection. It supports an AWS Region, API key and selectable default model.AI features2.244.1
• New feature — a capability that did not exist beforeDetect and redact potential PII in tickets and chatsHeadlineNeeds setupAgents can identify potential personally identifiable information in tickets and chats for review and redaction. The feature adds a Privacy Centre and supports automations that scan selected events and ticket types.AI features2.238.1
• New feature — a capability that did not exist beforeUse built-in OpenSearch for AI vectorsHeadlineNeeds setupHosted customers can use Halo's built-in OpenSearch connection for AI vectors without connection setup. It supports indexing knowledge-base articles and services as well as tickets, but records must be re-indexed after changing the vector database.AI features2.250.1
• New feature — a capability that did not exist beforeAsset workflowsHeadlineAssets can use conditional workflow steps, asset custom buttons and runbook automations. Asset types can start workflows, control whether progress is shown and change the assigned workflow when the type changes.Assets & CMDB2.250.1
• New feature — a capability that did not exist beforeDisplay ticket dashboards in the self-service portalHeadlineColumn profiles and ticket dashboard tabs can now be made available to portal users, with support for most agent-app widgets. Several widget types and ticket-progress actions remain unsupported.Dashboards & reporting2.248.1
• New feature — a capability that did not exist beforeConnectWise RMM v2 API supportHeadlineNeeds setupConnectWise RMM can use the v2 (Asio) API, but switching is irreversible. Site and field mappings are cleared during the upgrade and must be reconfigured; alert webhooks are no longer supported.Integrations & sync2.244.1
• New feature — a capability that did not exist beforeEnhanced ticket to-do listsHeadlineNeeds setupAn optional redesign moves ticket to-do lists to a tab in the agent application and portal, adds reordering and richer item context, and displays completion and ownership details.Tickets2.250.1
• New feature — a capability that did not exist beforeAutomatically assign tickets when agents change statusHeadlineUp to five unassigned tickets can be assigned when an agent switches to a configured status, subject to ticket type, team and load-balance limits. SLA-hold tickets can also be included when configured.Tickets2.238.1
• New feature — a capability that did not exist beforeEdit ticket and related fields from ticket listsHeadlineNeeds setupTicket field values can be edited directly in ticket list views, and user, site and client custom fields can be edited from ticket details. The feature must be enabled, and editing those related records requires modify access.Tickets2.250.1
• New feature — a capability that did not exist beforeRestrict Virtual Agent and MCP search resultsSearch Tickets can be limited by ticket type, ITIL type or ticket type group, while Search Articles can be limited by FAQ List. This supports agents designed for specific use cases with narrower content access.AI features2.244.1
• New feature — a capability that did not exist beforeGroup AI ticket matching by ticket typeAI Matching Groups restrict ticket matching to tickets whose types belong to the same enabled group. This makes suggested matches more specific by preventing matching across unrelated ticket types.AI features2.244.1
• New feature — a capability that did not exist beforeFuzzy service search and portal AI controlsNeeds setupServices can be searched using fuzzy matching, and new settings control AI search availability on the portal. These changes affect service catalogue search and portal AI configuration.AI features2.238.1
• New feature — a capability that did not exist beforeLet AI agents populate ticket action fieldsAI Agents, Virtual Agents and MCP configurations can use a selected ticket action’s field list as function parameters, allowing the AI to populate action values such as priority and category when the action is available at the current workflow step.AI features2.238.1
• New feature — a capability that did not exist beforeCreate custom PII detectorsNeeds setupAdministrators can define PII detectors using regular expressions, allowing detection rules tailored to their organisation.AI features2.250.1
• New feature — a capability that did not exist beforeOne-click approval linksApproval email links can be approved with one click. This is configured for each approval process step.Approvals2.248.1
• New feature — a capability that did not exist beforeBook multiple assets at onceResource booking can allocate multiple assets in one booking, with configurable maximum and minimum asset availability settings controlling which slots are shown.Assets & CMDB2.250.1
• New feature — a capability that did not exist beforePopulate asset fields with lookupsLookups can populate asset and asset custom fields when an asset is updated. They can be triggered by system fields, asset fields and asset custom fields.Assets & CMDB2.250.1
• New feature — a capability that did not exist beforeValidate asset fields with regular expressionsAsset fields can use regular-expression validation when data is submitted, with overrides available by asset type and field mapping. This supports more controlled formats for asset data.Assets & CMDB2.244.1
• New feature — a capability that did not exist beforeLink existing assets to servicesNeeds setupWhen automatic asset and service linking is enabled, assets changed to service or business application types can be linked to existing services instead of only creating new ones.Assets & CMDB2.248.1
• New feature — a capability that did not exist beforePrevent status changes on related assetsAsset statuses can be configured to prevent saving when an asset has parent or child assets. This restriction does not apply when the status is changed through an import.Assets & CMDB2.244.1
• New feature — a capability that did not exist beforeUse action forms on assetsAsset custom buttons can open forms containing selected asset, service and note fields, set a resulting asset status and record the submission in the asset's action history.Assets & CMDB2.248.1
• New feature — a capability that did not exist beforeRedirect users to an SSO providerNeeds setupSSO applications can redirect users automatically from the Halo login page when an sso_redirect parameter is supplied, supporting sign-in flows from third-party access portals.Authentication & SSO2.250.1
• New feature — a capability that did not exist beforeCreate recurring billsRecurring Bills are now available in billing and invoicing, allowing regular billing arrangements to be represented in Halo.Billing & invoicing2.238.1
• New feature — a capability that did not exist beforeLet portal users remove payment methodsNeeds setupUsers can remove payment methods in the self-service portal. Removing one also deletes it in Stripe and cannot be reversed.Billing & invoicing2.250.1
• New feature — a capability that did not exist beforeCalculate recurring invoice lines from Pax8 dataNeeds setupImported Pax8 invoice lines can drive quantity, price and cost calculations for recurring invoice lines, with totals pulled directly from Pax8 when invoices are generated or calculated.Billing & invoicing2.250.1
• New feature — a capability that did not exist beforeSchedule recurring invoice price increasesNeeds setupRecurring invoice prices can increase automatically on a schedule, including multiple scheduled or one-off increases during an invoice creation run. Increases can be set at recurring invoice, line, group or bundle level.Billing & invoicing2.248.1
• New feature — a capability that did not exist beforeBulk-edit recurring invoice linesA recurring invoice line area allows recurring invoice lines to be edited in bulk. This helps administrators managing recurring billing across multiple lines.Billing & invoicing2.250.1
• New feature — a capability that did not exist beforeHandle pro-rata for expired or deleted licencesNeeds setupA new setting addresses cases where pro-rata is not added for licences that expire or are deleted.Billing & invoicing2.250.31
• New feature — a capability that did not exist beforeUse client user licences in recurring invoice quantitiesRecurring invoice lines can use licences associated with a client's users as calculated quantities. The option is enabled by default and supports licence-based billing.Billing & invoicing2.250.41
• New feature — a capability that did not exist beforePrevent appointments outside agent shiftsNeeds setupAppointments can be blocked from being created outside an agent’s shift hours. This is configurable for organisations using agent shifts.Calendars & scheduling2.248.1
• New feature — a capability that did not exist beforeShow live chat wait time and queue positionNeeds setupUsers can see an estimated wait time, queue position, or both while waiting for an agent. Queue position requires a ticket to be logged first and a suitably filtered queue list.Chat2.238.1
• New feature — a capability that did not exist beforeAutomatically delete inactive chatsNeeds setupChat profiles can automatically delete chats and their messages after a configurable number of inactive days. Entering -1 disables the deletion rule.Chat2.250.1
• New feature — a capability that did not exist beforeUse user role and site in chat flow criteriaChat flows can now use the user's role and site as criteria. This allows different chat flow behaviour for users based on these attributes.Chat2.250.21
• New feature — a capability that did not exist beforeGrant service access from contract typesContract types can specify related services and service categories. Contracts using those types automatically grant the contract client's users access, and the relationships can also restrict service access.Contracts2.248.1
• New feature — a capability that did not exist beforeExclude custom fields from audit historyNeeds setupClient, site, user, asset and ticket custom fields can be excluded from audit or change history. This gives administrators control over which configured fields are recorded in an entity’s history.Custom fields2.244.1
• New feature — a capability that did not exist beforeUse Product in dynamic field visibility conditionsProduct can now be used as a condition when controlling dynamic field visibility. This adds another way to show or hide custom fields based on ticket or record context.Custom fields2.250.8
• New feature — a capability that did not exist beforeShow aggregates in grouped list rowsGrouped ticket list views can show average, total, minimum and maximum values. Integer and money custom fields are supported across all Halo list entities, with selected system fields also included.Dashboards & reporting2.250.1
• New feature — a capability that did not exist beforeMatch tickets using Reply-To addressesNeeds setupA setting lets Halo match incoming tickets to users from an email’s Reply-To address instead of its From address. This helps environments where the Reply-To identifies the user more reliably.Email processing2.250.1
• New feature — a capability that did not exist beforeImport organisations, customers and subscriptions from CrayonThe Crayon integration imports organisations, customers and subscriptions into Halo. It is relevant to organisations using Crayon for these records.Integrations & sync2.250.1
• New feature — a capability that did not exist beforeIntegrate Juniper Mist with HaloJuniper Mist sites can be mapped to Halo sites, and all Mist device types can be imported with mapped fields. Imports support explicit site mappings or rules that assign assets based on field values.Integrations & sync2.248.1
• New feature — a capability that did not exist beforeTrigger webhooks from chat messagesNeeds setupWebhooks can now send events for new chat messages, with filters for users, live chat, agents and system messages. The feature supports chat profiles and uses the small-object payload type.Integrations & sync2.238.1
• New feature — a capability that did not exist beforeImport unlicensed CSP users as service accountsNeeds setupMicrosoft CSP imports can treat users without a licence as service accounts. This provides a different import outcome for organisations bringing those users into Halo.Integrations & sync2.238.1
• New feature — a capability that did not exist beforeSupport Sage 50 UK V33 SDKThe Sage integration now supports version 33 of the UK SDK, allowing instances using that Sage version to continue synchronising with HaloPSA.Integrations & sync2.238.1
• New feature — a capability that did not exist beforeKnowledge Base tiles for the self-service portalA new portal button type displays FAQ lists as tiles with customised icons, article quick links, search and breadcrumb navigation. This provides an alternative way for users to browse the Knowledge Base.Knowledge base2.246.1
• New feature — a capability that did not exist beforeNotify followers when they are added or removedA new follower notification type and follower-added and follower-removed events support notifications based on changes to ticket followers.Notifications2.250.1
• New feature — a capability that did not exist beforeRestrict access to top levelsRoles and agents can have permissions restricting access to top levels. Permissions and restrictions are now separated into different tabs on their details pages.Permissions & access2.250.1
• New feature — a capability that did not exist beforeLet users complete ticket to-do itemsTicket types can allow users to complete to-do items, either for all items or according to each item's setting. The permission can also be carried through groups, lists and templates.Projects2.248.1
• New feature — a capability that did not exist beforeReport milestones as individual rowsThe report query builder can report each milestone separately, with one row per milestone rather than a single milestone value per ticket. This supports more detailed project and dashboard reporting.Projects2.250.41
• New feature — a capability that did not exist beforeSet terms and conditions on quote lines and bundlesTerms and conditions can be defined for quote items and bundles, automatically populated on quotes, edited on the quote, and displayed in PDF templates using $-QUOTETCS.Quotes & opportunities2.238.1
• New feature — a capability that did not exist beforeAdd product groups to sales orders automaticallyNeeds setupWhen items are added to a sales order, their product groups can be added as order groups automatically. This reduces manual grouping for sales orders using item groups.Sales & purchasing2.246.1
• New feature — a capability that did not exist beforeCustomise purchase order layoutsCustom layout profiles can now be created for Purchase Orders, allowing purchase order presentation to be tailored using the layout profile capability.Sales & purchasing2.240.1
• New feature — a capability that did not exist beforeRestrict service statuses to clients and sitesNeeds setupService statuses can apply to everyone, selected clients or selected sites, with filtering available when viewing current status and history. This provides more targeted service-status management.Service catalogue2.238.1
• New feature — a capability that did not exist beforeConfigure multiple incident details for servicesServices can have multiple incident details, working like service request details. Existing incident details configured against services are migrated to the new table.Service catalogue2.238.1
• New feature — a capability that did not exist beforeShow all service statuses in the user portalNeeds setupThe portal can display every service status, including statuses previously shown to users as a different status. Default status messages are added when this option is enabled.Service catalogue2.246.1
• New feature — a capability that did not exist beforeAutomate and report SLA breach codesSLA breach codes can be enabled for priorities and reported from SLA details. New workflow actions trigger when response or resolution targets are breached, allowing the workflow to move to another step.SLAs & targets2.244.1
• New feature — a capability that did not exist beforeUse criteria groups in ticket areasTicket Areas can use criteria groups to filter and retrieve tickets matching specific criteria, providing more structured ticket-area filtering.Tickets2.238.1
• New feature — a capability that did not exist beforeRoute replies from closed parents to open child ticketsA ticket type setting can route end-user email updates to open child tickets while leaving the parent closed. If there are no open children, the existing closed-ticket update setting continues to apply.Tickets2.238.1
• New feature — a capability that did not exist beforeKeep tickets assigned when removing agent teamsAdministrators can prevent tickets from being unassigned when teams are removed from agents, preserving ticket ownership during team changes.Tickets2.242.1
• New feature — a capability that did not exist beforeRestrict canned text by ticket typeAllowed canned text can now be restricted for each ticket type, controlling which canned responses agents can use in different ticket contexts.Tickets2.238.1
• New feature — a capability that did not exist beforeShare child templates and creation rulesA template or ticket type can reference child templates and creation rules from another template. This centralises shared configuration, with inherited settings editable only from the original template.Tickets2.246.1
• New feature — a capability that did not exist beforeControl portal ticket access by user roleNeeds setupAdvanced Ticket Type access allows logged-in portal users with permitted user roles to access ticket types according to the configured access options.Tickets2.246.1
• New feature — a capability that did not exist beforeUse custom tables on embedded ticket formsEmbedded Ticket Forms can now include Custom Tables, extending the data that can be collected through forms embedded outside the main Halo interface.Tickets2.242.1
• New feature — a capability that did not exist beforeMerge and unmerge items with ticketsItems can now be merged and unmerged when merging tickets, extending ticket-merge handling to associated stock or inventory items.Tickets2.240.1
• New feature — a capability that did not exist beforeAutomatically add related services to parent ticketsTicket Type settings can now add a child ticket’s related Services and Business Applications to the Parent Ticket when the parent is created or the child is linked.Tickets2.250.1
• New feature — a capability that did not exist beforeRestrict ticket access to a user’s clientNeeds setupAdvanced ticket type access can now restrict role access to tickets belonging only to the user’s client.Tickets2.250.21
• New feature — a capability that did not exist beforeDelegate timesheet approvalsNeeds setupTimesheet approvals can be delegated to another agent from agent account preferences. The main line manager remains able to approve timesheets while delegation is enabled.Timesheets & shifts2.248.1
• New feature — a capability that did not exist beforeDisplay popup notes on customer recordsPopup notes can be displayed when viewing Client, Site and User records. This gives agents visible notes at the point they view those records.Users & customers2.238.1
• New feature — a capability that did not exist beforeCustomise Details tab fields with Screen ProfilesScreen Profile layouts can reorder and hide fields on the Details tab for Clients, Sites, Users and Prospects.Users & customers2.238.1
• New feature — a capability that did not exist beforeManage site contacts for usersSite contacts can be configured on the user details page, and the Users API can add, edit and delete a user’s site contacts. This supports maintaining site contact relationships through the interface or API.Users & customers2.246.1
• New feature — a capability that did not exist beforeTrigger tickets when contract balance is lowAutomated Tickets can be triggered when an action reduces a contract balance below a defined threshold, up to once per period for each contract.Workflows & automation2.244.1
• New feature — a capability that did not exist beforeTrigger notifications and webhooks for contract expiryContract Expiry and Near Expiry events can trigger notifications and webhooks, supporting automated handling of approaching or reached contract expiries.Workflows & automation2.244.1
• New feature — a capability that did not exist beforeShare variables across runbooksGlobal runbook variables can be maintained once and used across any runbook. They are configuration tracked and can be synchronised between instances.Workflows & automation2.244.1
• New feature — a capability that did not exist beforeAutomate edited or deleted ticket attachmentsAutomation, webhook and notification triggers are now available when a ticket attachment is edited or deleted, allowing these events to drive existing processes and integrations.Workflows & automation2.242.1
• New feature — a capability that did not exist beforeInstance-specific global runbook variablesGlobal runbook variables can have different values per instance, allowing the same variable to be reused across production, UAT and other instances where values such as URLs differ.Workflows & automation2.250.1

Improvements67· Existing features extended or reworked.

• Improvement — an existing feature extended, adjusted or polishedReworked AI configuration into five modulesHeadlineAI settings are split into General Settings, Platform Intelligence, Feature Library, AI Agents and MCP Server. The former AI Agent entity is now called Process Agent, while AI Agent is used as a general term for several agent types.AI features2.250.1
• Improvement — an existing feature extended, adjusted or polishedUse Halo tasks from ZoomHeadlineNeeds setupA new Halo app for Zoom lets agents message users directly from tickets and use shortcuts or slash commands to perform Halo tasks within Zoom Workspace.Integrations & sync2.244.1
• Improvement — an existing feature extended, adjusted or polishedControls for co-managed agentsNew settings can prevent billing for co-managed actions and restrict the teams available on client tickets, giving organisations more control over co-managed agent activity.Agents & teams2.250.1
• Improvement — an existing feature extended, adjusted or polishedLet virtual agents populate ticket fieldsNeeds setupThe Virtual Agent and MCP ticket-creation function can pass eligible ticket type fields to the AI as parameters, including standard and custom fields. Select fields and custom-field types are excluded or limited by their visibility, editability and available options.AI features2.238.1
• Improvement — an existing feature extended, adjusted or polishedExpand MCP and virtual-agent entity searchesAI entity-list functions support pagination and ticket searches can include an open-only parameter. Operations Agents and MCP also gain functions to search and retrieve clients and sites.AI features2.244.1
• Improvement — an existing feature extended, adjusted or polishedDownload AI agents and abilities from the repositoryRunbooks containing Process Agents and AI Abilities can be downloaded from the online repository and added automatically. Creating a Process Agent also creates its associated Application with permissions based on its selected functions.AI features2.250.1
• Improvement — an existing feature extended, adjusted or polishedFilter tickets and fields by approval statusApproval Status can be used in ticket list filters and in visibility criteria for ticket dynamic fields. This supports workflows that show or filter ticket information according to approval state.Approvals2.246.1
• Improvement — an existing feature extended, adjusted or polishedSet precedence for asset integrationsAsset integration precedence can be set globally, per field or for system fields, preventing lower-precedence integrations from overriding values set by higher-precedence integrations.Assets & CMDB2.244.1
• Improvement — an existing feature extended, adjusted or polishedLimit asset dependency graph loadingNeeds setupTwo configurable options reduce dependency loading: hidden dependency tabs load only immediate parents and children, and a per-asset setting can prevent the dependency chart loading for assets with many dependants.Assets & CMDB2.238.1
• Improvement — an existing feature extended, adjusted or polishedChoose asset relationships for maintenance checksNeeds setupEach asset type can specify whether maintenance windows and change freeze periods check ascendant assets, descendant assets or only the asset itself.Assets & CMDB2.248.1
• Improvement — an existing feature extended, adjusted or polishedProtect the mobile app with Intune MAMNeeds setupThe iOS and Android mobile applications can use Intune app protection policies, including PIN requirements, clipboard and screenshot restrictions, and remote wiping.Authentication & SSO2.244.1
• Improvement — an existing feature extended, adjusted or polishedCriteria for recurring invoice quantitiesRecurring invoice lines that calculate quantities from users or assets can apply criteria across all pro-rata types, including asset custom fields. Changed criteria apply from the next invoice onwards.Billing & invoicing2.238.1
• Improvement — an existing feature extended, adjusted or polishedFilter recurring invoices ready for invoicingRecurring invoice filter profiles can be created and applied in Ready for Invoicing. Awaiting review and recurring invoice filters apply together, helping teams narrow the invoices shown for processing.Billing & invoicing2.248.1
• Improvement — an existing feature extended, adjusted or polishedConfirm qualifying automatic payments on the portalPortal users can confirm automatic payments that meet 3DS security requirements from the invoice list. This affects users whose automatic payments require that confirmation.Billing & invoicing2.246.1
• Improvement — an existing feature extended, adjusted or polishedTrack prepay using the new calculation methodPrepay now includes expiry status and a second calculation method that locks actions to specific prepay records for tracking. Backend and paginated history changes also improve performance.Billing & invoicing2.238.1
• Improvement — an existing feature extended, adjusted or polishedCalculate subscription quantities at period endNeeds setupRecurring invoices can calculate subscription and licence quantities using the quantity at the end of the recurring invoice period, rather than the quantity across the period.Billing & invoicing2.238.1
• Improvement — an existing feature extended, adjusted or polishedCalculate recurring invoice prices by subscription periodRecurring invoice lines linked to subscriptions or licences with price or cost updates now use the subscription or licence period to calculate the correct invoice-period price.Billing & invoicing2.242.1
• Improvement — an existing feature extended, adjusted or polishedStore recurring invoice coverage periods on linesRecurring invoice lines will retain their covered start and end dates, including when recurring invoices are merged on creation. This prevents period data being lost from the resulting invoice.Billing & invoicing2.244.1
• Improvement — an existing feature extended, adjusted or polishedUse supplier dates in invoice automationInvoice lines now include supplier start and end dates and a supplier reference. Supplier dates can also be used as criteria when creating tickets through automation.Billing & invoicing2.244.1
• Improvement — an existing feature extended, adjusted or polishedLimit CSP billing invoices to recent charged invoicesConsumption and reserved-instance billing will use only invoices from the last six months that have associated charges. This changes which invoices are included in billing synchronisation.Billing & invoicing2.244.1
• Improvement — an existing feature extended, adjusted or polishedRecognise deferred revenue regardless of invoicesNeeds setupA billing option can create recognition invoice lines for all deferred-revenue pre-pay time entries, regardless of existing invoice totals. This affects deferred-revenue recognition for configured billing processes.Billing & invoicing2.246.1
• Improvement — an existing feature extended, adjusted or polishedRetain manual billing plan lines when applying templatesNeeds setupA contract setting controls whether manually created Billing Plan lines are retained when Billing Templates are applied, preventing those lines from being removed when the template is used.Billing & invoicing2.246.1
• Improvement — an existing feature extended, adjusted or polishedChoose deferred revenue tax treatmentNeeds setupDeferred revenue recognition invoices can include or exclude tax according to a new billing setting. This controls the tax method used when recognition invoices are created.Billing & invoicing2.248.1
• Improvement — an existing feature extended, adjusted or polishedGroup ticket invoices by siteNeeds setupTicket invoices can be created grouped by the ticket's site. The billing setting can also be overridden for individual clients on the Billing tab.Billing & invoicing2.250.1
• Improvement — an existing feature extended, adjusted or polishedLoad-balanced and round-robin resource bookingResource Booking Types can assign bookings using load balancing or round robin, with per-agent or team priorities determining assignment order.Calendars & scheduling2.248.1
• Improvement — an existing feature extended, adjusted or polishedAutomatically translate live chat messagesNeeds setupLive Chat messages can be automatically translated for agents and/or users through the Azure AI Translator integration.Chat2.244.1
• Improvement — an existing feature extended, adjusted or polishedConfigure agreement approval statusesAgreement statuses can use Awaiting Approval and Approved system uses, with default statuses applied when agreements are sent and approved. Agreements can also be filtered by these approval states.Contracts2.244.1
• Improvement — an existing feature extended, adjusted or polishedInvoice prepay time without deferred revenueNeeds setupPrepay Contracts can invoice prepay time without using deferred revenue. This provides an alternative treatment for organisations using prepay contracts.Contracts2.246.1
• Improvement — an existing feature extended, adjusted or polishedControl loading of large customer custom tablesNeeds setupCustomer custom tables with more than 100,000 rows no longer load in the Customer screen. Custom-field configuration can also hide custom tables from client or customer details.Custom fields2.238.1
• Improvement — an existing feature extended, adjusted or polishedPaginate reports in the APINeeds setupReports can return results in pages, with a configurable page size and a default of 100, improving performance for large API loads. Dynamic SQL and Order Bys are unsupported when pagination is enabled.Dashboards & reporting2.246.1
• Improvement — an existing feature extended, adjusted or polishedReport on ticket category levelsThe query builder can return each ticket category level as a separate column, and category identifiers are stored individually for reporting and database queries.Dashboards & reporting2.242.1
• Improvement — an existing feature extended, adjusted or polishedExclude null values from report averagesReport averages can now exclude null values, either by default in reporting configuration or for individual reports and columns. This produces different calculation results where null values are present.Dashboards & reporting2.238.1
• Improvement — an existing feature extended, adjusted or polishedExclude unrelated emails from ticket threadingNeeds setupA setting prevents emails processed into existing tickets from being added to the email thread when they are not replies to an action on that ticket.Email processing2.244.1
• Improvement — an existing feature extended, adjusted or polishedUse federated credentials for mailboxesNeeds setupMailboxes can now use Federated Credentials as an authentication option.Email processing2.250.11
• Improvement — an existing feature extended, adjusted or polishedAuthorise Azure DevOps with Microsoft Entra IDThe Azure DevOps integration can use OAuth 2.0 through Microsoft Entra ID instead of personal access tokens. This provides an alternative before Microsoft’s planned PAT deprecation in December 2026.Integrations & sync2.250.1
• Improvement — an existing feature extended, adjusted or polishedInclude and override Azure CSP invoicesRecurring invoices for Azure consumption can include all CSP invoices in the period, and the CSP invoice can be overridden for relevant invoice lines.Integrations & sync2.244.1
• Improvement — an existing feature extended, adjusted or polishedMap Snow Atlas custom fields and site rulesThe Snow Atlas Integration now supports custom field mappings and site rules, allowing synchronisation to reflect more organisation-specific data and site logic.Integrations & sync2.250.1
• Improvement — an existing feature extended, adjusted or polishedSupport Sage version 34Compatibility has been added for Sage version 34 (2026), helping organisations using that Sage version maintain the integration.Integrations & sync2.250.1
• Improvement — an existing feature extended, adjusted or polishedUse primary FAQ lists in automationArticles can have a Primary FAQ List, including drafts and templates. The field can be used in notifications, approval process rules, ticket rules and runbook automation criteria.Knowledge base2.238.1
• Improvement — an existing feature extended, adjusted or polishedUse more knowledgebase fields in article draftsNeeds setupMeta, role visibility and user-role fields can now be supplied from tickets and actions for article drafts. The new draft-storage method must be enabled before these fields can be added to ticket types and actions.Knowledge base2.238.1
• Improvement — an existing feature extended, adjusted or polishedPopulate knowledge-base articles from multiple FAQ listsKnowledge-base articles can now receive fields from multiple FAQ lists, extending how FAQ content can populate articles.Knowledge base2.238.3
• Improvement — an existing feature extended, adjusted or polishedShow selected FAQ lists to anonymous portal visitorsNeeds setupFAQ lists available to all users can be shown anonymously when a knowledge base is accessed through a permalink, without disabling the listed portal or knowledge-base login requirements.Knowledge base2.250.1
• Improvement — an existing feature extended, adjusted or polishedCreate event-based and manual campaignsCampaigns can start from events instead of distribution lists, including manual user and ticket campaigns. Campaign screens gain active and paused member lists with bulk member management.Notifications2.248.1
• Improvement — an existing feature extended, adjusted or polishedAdd branching and enrolment options to campaignsCampaign condition steps can branch randomly or by criteria group. Actions can now enrol users or opportunities in distribution lists and other campaigns.Notifications2.250.1
• Improvement — an existing feature extended, adjusted or polishedUse users as criteria for asset notificationsAsset notifications can now use users as a notification criterion, allowing notifications to be targeted using user information.Notifications2.248.1
• Improvement — an existing feature extended, adjusted or polishedEdit more quote, purchase and sales order lines inlineMore line fields, including fields from custom column profiles and included custom fields, can be edited directly in the Quotes, POs and SOs tables. Some fields remain read-only because of line height restrictions.Quotes & opportunities2.244.1
• Improvement — an existing feature extended, adjusted or polishedImprove bundle quantities and pricing on quotesAdjusting an ad-hoc bundle quantity now correctly changes its item quantities, with separate handling for configured bundles and grouped items. Quote details and PDF templates also show bundle quantity and pricing more accurately.Quotes & opportunities2.238.1
• Improvement — an existing feature extended, adjusted or polishedStop quote expiry scans updating closed ticketsQuote expiry scans no longer update tickets in closed status, preventing this automated process from changing closed tickets.Quotes & opportunities2.242.1
• Improvement — an existing feature extended, adjusted or polishedControl long descriptions on order and invoice linesConfiguration options control the long description created for quotation and purchase order lines, and whether invoice lines use the Sales Order long description. This affects quote, purchasing and invoice line content.Quotes & opportunities2.244.1
• Improvement — an existing feature extended, adjusted or polishedReworked ready-for-purchasing listsThe Ready for Purchasing area is split into three lists, with supplier editing and visibility of overriding cost and stock. An overriding supplier cost is used when changing supplier.Sales & purchasing2.238.1
• Improvement — an existing feature extended, adjusted or polishedCustomise supplier detail fields with screen profilesNeeds setupScreen Profile layouts can reorder and hide fields on the Details tab of Suppliers, allowing supplier screens to be adjusted to local requirements.Sales & purchasing2.246.1
• Improvement — an existing feature extended, adjusted or polishedStore SLA breach dates in database columnsNeeds setupTicket types can store response and resolution SLA breach dates in FaultsMetrics for SQL queries and API responses. Backend services must be enabled for the fields to populate accurately.SLAs & targets2.242.1
• Improvement — an existing feature extended, adjusted or polishedTrack SLA and OLA warning thresholdsWhen configured warning thresholds are reached, their values are stored for reporting and can be used as ticket-list filters. OLA warning values are also stored on the relevant FaultOLA record.SLAs & targets2.248.1
• Improvement — an existing feature extended, adjusted or polishedPause timers on inactive ticket tabsTicket timers can pause when users change tabs, switch to an inactive browser tab or minimise the browser, helping time recording reflect active ticket work.Tickets2.238.1
• Improvement — an existing feature extended, adjusted or polishedView saved portal ticket draftsWith draft saving configured on a ticket type, saved portal drafts can be stored as tickets so agents and users can view them in lists. Without a configured draft status, drafts remain available only on the new-ticket screen.Tickets2.248.1
• Improvement — an existing feature extended, adjusted or polishedRun custom actions from bulk edit menusNeeds setupCustom actions can be added to a Bulk Edit Menu layout and used when bulk editing tickets in lists.Tickets2.246.1
• Improvement — an existing feature extended, adjusted or polishedControl response data when tickets closeNeeds setupA setting prevents ticket closure from setting response data unless closure is performed through a response action. This changes how response information is recorded during ticket closure.Tickets2.246.1
• Improvement — an existing feature extended, adjusted or polishedControl updates from new ticket template childrenNeeds setupA new setting controls whether children added to ticket templates are applied to existing tickets and projects that use those templates. This allows administrators to prevent updates to existing records.Tickets2.238.1
• Improvement — an existing feature extended, adjusted or polishedCalculate template dates using workdaysNeeds setupTemplate Start and Target date calculations can use workdays only. This affects ticket and SLA target calculations where the option is configured.Tickets2.244.1
• Improvement — an existing feature extended, adjusted or polishedOrder ticket statuses by configured sequenceTicket Lists will display statuses according to each status's configured Sequence rather than alphabetically. This changes how statuses are ordered for users viewing ticket lists.Tickets2.242.1
• Improvement — an existing feature extended, adjusted or polishedApply custom field defaults when changing ticket typeChanging a ticket's Ticket Type will now apply the Custom Field defaults for the new type. This changes how custom fields are populated when ticket types are changed.Tickets2.242.1
• Improvement — an existing feature extended, adjusted or polishedRespect disabled ticket type defaults when changing typesTicket types named 'Default SLA' are no longer applied when changing a ticket to that type if applying defaults for the destination type is disabled. This changes ticket and SLA behaviour for affected configurations.Tickets2.250.41
• Improvement — an existing feature extended, adjusted or polishedBlock logins for inactive sites and clientsUsers belonging to inactive Sites or Clients can no longer log in and receive the same login failure message as inactive Users. This changes access behaviour for affected accounts.Users & customers2.238.1
• Improvement — an existing feature extended, adjusted or polishedConfigure licence removal on user deactivationNeeds setupLicence-removal behaviour for deactivated users can now be selected from five options, with Microsoft CSP, Microsoft Entra ID and manual deactivations as the default.Users & customers2.238.1
• Improvement — an existing feature extended, adjusted or polishedTrack matched events and derive ticket users from assetsNeeds setupEvent rules now show matching events, can use an asset’s user as the ticket user, and can accept event data through query parameters at a new endpoint. Query-based requests do not support signing the body with a secret key.Workflows & automation2.250.1
• Improvement — an existing feature extended, adjusted or polishedRun runbooks or webhooks after actions saveNeeds setupAction configuration can run a Runbook or Webhook after the action has been saved, adding a post-save point to workflow automation.Workflows & automation2.246.1
• Improvement — an existing feature extended, adjusted or polishedRestrict automation actions by workflow stepNeeds setupAutomations can be prevented from using ticket actions that are not allowed at the workflow step level. This helps align automated changes with workflow permissions.Workflows & automation2.250.11