blog | Release Notes (2)

October 22nd 2025 – Release Notes: Ticket Sorting & Filtering, Enhanced Email Templates, Connect to Agent Improvements, and Reporting Update

Oct 24, 2025 10:08:56 AM

We’re introducing new options to sort and filter tickets, expanded email automation templates for In...

Create a ticket as an Agent directly in the Agent chat window

October 16th 2025 – Release Notes: Ticketing UI Enhancements, Email and Enhanced Email Delivery Options, and Agent Web Client Integration Updates

Oct 16, 2025 5:22:37 PM

We’ve rolled out improvements that make email communications more flexible, tickets easier to work w...

October 9th 2025 – Release Notes: Email Template Workflow Task, Ticketing UI Improvements, and Workflow Event Documentation Updates

Oct 10, 2025 2:11:11 PM

We’re introducing a powerful new Email Template Workflow Task, a quick Copy Link button for tickets,...

View Incoming and Active Escalation Chats With Custom Theming UI

September 11th 2025 - Release Notes: Manager Dashboard Enhancements, SolarWinds Ticketing Updates, and Teams Presence Controls

Sep 12, 2025 5:21:17 PM

We’re rolling out new Manager Dashboard styling, expanded SolarWinds ticketing options, transcript a...

September 5th 2025 – Build 3328 Release Notes: QuickChats Metadata, MCP for Microsoft Azure DevOps, and MCP for SolarWinds Ticketing

Sep 8, 2025 8:34:29 AM

We’re introducing new QuickChats metadata, expanded MCP integration for Microsoft Azure DevOps, and ...

Set Agents and Route By Priority With Newly Added Priority Agent Lists

August 27th 2025 – Build 3293 Release Notes: Priority-Based Agent Lists, Escalation Enhancements, QuickChats Copy AI Responses, FAQs Integration, and Teams UI Improvements

Aug 21, 2025 5:03:30 PM

We’re introducing major improvements to agent handoff, escalation, QuickChats UI, FAQs integration, ...

Chat with AI Using QuickChats – Streamlined Interface with Pipeline Context and Easy Navigation

August 14th 2025 – Build 3240 Release Notes: MCP Server Integration, Unified Knowledge Base Search, QuickChats Enhancements, and Teams Dashboard Improvements

Aug 14, 2025 6:02:32 PM

We’re introducing powerful new integration capabilities, smarter knowledge base management, a refres...

View the updated AI Sandbox UI with clearer layout and better usibility

August 8th 2025 – Build 3222 Release Notes: Prompt Playground UI Improvements, Workflow Enhancements, Duplicate Session Handling, and Agent Routing Reliability

Aug 12, 2025 10:17:50 AM

We’re rolling out updates to make the Prompt Playground easier to use, improve workflow capabilities...

August 7th 2025 – Build 3217 Release Notes: AI Chatbot Prompt Library, Chat Session UI Improvements, SolarWinds FAQ Importer, and Workflow Enhancements

Aug 7, 2025 4:00:35 PM

We’re excited to introduce the latest updates in Build 3201, featuring smarter chatbot configuration...

Sync Agent Presence With Microsoft Teams On Your Tenant For Individual Users

July 30th 2025 – Build 3192 Release Notes: Teams Presence Integration, Teams App Adoption Tracking, SolarWinds FAQ API, and Option Selector Enhancements

Jul 30, 2025 2:13:49 PM

We’re excited to introduce the latest updates in Build 3192, which focus on enhanced Teams presence ...