New features, improvements and fixes — newest first. Each entry is anchor-linkable, so you can point a teammate straight at it.
POST any ticket event — created, replies, status changes, notes, macros — to a URL of your choice, optionally HMAC-signed. Wire Leodesk into Zapier, Make, n8n or your own service. See the webhook integration →
Connect a store and every ticket shows the customer's recent orders inline — totals, payment and fulfillment status, each linking to the Shopify admin. The access token stays server-side. Shopify integration →
Reports now show median (typical) and 90th-percentile (worst-case) first-response and resolution times, plus a resolution-time distribution — so a couple of slow tickets can't hide behind a flattering average. Reports & analytics →
Each connected mailbox can route new mail to a default team and auto-assign a default agent on arrival — so billing@ lands on its owner while support@ stays open for round-robin. Read the playbook →
Rules tested against your last 30 days of tickets now return in under a second, even on workspaces with millions of records. We also surface which conditions matched, so you can see exactly why a ticket routed the way it did.
SLA policies now follow regional business hours. A ticket opened Friday 5pm in Berlin no longer burns its clock over the weekend — set hours per team and per plan, with holidays imported from a calendar feed.
Publish two DNS records once and every reply is signed as your own domain via your AWS SES account — no “via amazonses.com” leak, with automatic custom-SMTP fallback if SES is unavailable.
Customers click the magic link in any reply and land in their ticket, already signed in. The portal renders on your own subdomain with your brand color, server-side.
Escalate a ticket to a Linear issue and keep both in step. Status changes, comments and assignees sync in both directions, so support sees engineering progress without leaving the queue.
Fixed a case where the “agent is replying” indicator could miss a teammate on threads longer than 50 messages.
A new role that limits agents to only their own tickets — enforced server-side across inbox, search, reports and API, not hidden in the UI.
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