IntegrationsAgents
Connect Auth0, Clerk, or WorkOS
Identity questions no longer mean leaving the ticket. Connect your provider from Settings → Integrations and the agent checks SSO and directory sync while it investigates. See Auth0, Clerk, and WorkOS.Secure links, roadmap answers, and your warehouse
The agent reads what a customer sent through a SendSafely link, instead of stopping at the link. Before it tells someone a feature doesn’t exist, it checks Canny for the idea, with status, votes, and any ETA. BigQuery answers the number a ticket turns on, and Solana looks up a Mainnet transaction by signature.Support
Resize the ticket list to fit your work
Drag any column border, double-click to reset, and your widths are waiting next time. Titles fit now too: the Ticket column starts wider.Transcripts say what the agent did
A tool step names the log group it searched or the term it looked for, instead of handing you a result count and leaving you to guess.SupportPlayground
Format a signature the way you’d expect
Select text and press ⌘B, ⌘I, or ⌘U. Paste a link over a selection and it becomes a hyperlink. The preview shows exactly what your customer will see. Markdown typed by hand used to sit there as literal text, which was easy to mistake for broken.Sharper answers in Ask Data
Ask something with an exclusion in it and you get one exact answer rather than an approximation. See Ask Data.Zendesk connections also hold up under heavy API traffic, and can idle 60 days instead of 30.SupportKnowledge Base
Refunds check who actually paid
Before issuing one, the agent compares the email that opened the ticket with the email on the payment. If they differ, the refund waits for a human, and the approval screen shows you both. Amounts now read $206.00 rather than 20600. See Stripe.Follow an article back to its ticket
Hover the linked ticket to see its number, title, status, and assignee. For you remembers your choice across refreshes, and you can decide what it means under Settings → Preferences.SupportPlayground
The ticket you searched for comes first
Search the list and the closest match sits at the top, instead of behind whatever arrived most recently. Column headers still sort explicitly, and clearing the search puts things back.Templates worth trusting, and a key for your voice
Break ticket volume down by account or requester. Customer hotspots drops spam and test tickets, so your top accounts are the real ones. One for the keyboard crowd: hold Option for push-to-talk, or tap it for hands-free.Playground
Charts worth looking at
Line charts have lost the white gap that sat at every data point. Hovering highlights the point you’re on, and a full-size chart now sits in its own titled card, which helps when one answer carries several.AgentsPlayground
Drafts that don’t guess
When the agent drafts an acknowledgment, it reads your articles first, and it can’t claim a feature, price, policy, or timeline that nothing backs up. Found nothing relevant? It acknowledges the message and stops there. These stay drafts for your team.Titles that tell you what happened
A conversation names itself while the answer is still streaming, something like “Stripe webhook signature verification failing”. A title you set by hand always wins.Admins can turn the public agent on or off in Settings.IntegrationsAgents
Zendesk over OAuth
Authorize through Zendesk’s own login instead of minding an API token, and tokens refresh themselves. Already on a token? Move across without losing your sync settings. See Zendesk.Yolo mode is now called Full autonomy, which describes the toggle rather better. See Full Autonomy.Knowledge BaseSlack
Article diffs you can actually read
Code blocks keep their special characters, ordered lists keep their numbering, and headings stop duplicating themselves halfway down.One Slack message, not two
Reasoning and answer now arrive together. With ClickHouse connected, the agent finds and queries your log tables mid-investigation, and shows you the SQL it ran.Knowledge BaseIntegrations
Compare article edits the way you’d read them
The diff view now renders the whole article: headings, lists, code blocks. Changes show inline, green for an addition, struck-through red for a removal. Before this you got raw HTML tags and a few lines of context, and guessed at the rest.ClickHouse joins the logs integrations
Add your endpoint, credentials, and database under Settings → Integrations and map your columns, without picking a single table up front. See ClickHouse.Chat WidgetsIntegrations
Make the widget sound like you
Set your own header title and greeting from the embed snippet: addheaderTitle and greeting to your Decimal.theme() call and the widget uses your wording instead of the default. A greeting with no subtitle collapses to a single line.Connect Intercom in one click
Connecting Intercom is now a Connect with Intercom button and an OAuth handshake, with no API key to copy. Already on a key? Switch to OAuth swaps it over and keeps your synced history. See Intercom.Support
Attachments survive an escalation
Attach a screenshot or a log file to a ticket you escalate and it lands on the Jira issue as a real attachment. They were failing silently as a 415 before.Escalations file as the right issue type
A ticket tagged Task now creates a Task, rather than everything landing as a Bug. One for the triage queue: readiness checks run first, so an under-specified ticket comes back for detail before an issue exists.IntegrationsSlack
Hand over your MCP server’s tools one at a time
After a connection test, check off only the tools the agent may use, with Select all if you change your mind. Reopen it later and your choices are already ticked. See MCP Servers.Notion pages inside toggles and columns sync
A page shared from inside a toggle, column, or callout used to vanish from both the sync and the shared list. It shows up now. See Notion.SupportIntegrations
Decide whether a re-run writes back
Configure Re-run has a new Write to external system checkbox. Leave it clear and the re-run stays local, a scratchpad for trying a different answer. Check it and the result flows to your ticketing system. Your everyday runs still write back automatically.Oodle links land in your region
Log explorer links point at US1 or AP1 instead of a subdomain that never resolved, and the connect screen now has a region picker. See Oodle.SupportIntegrations
Two more log integrations: Render and Sumo Logic
Add Render under Observability with your API Key and the workspace ID startingtea-, or Sumo Logic with your region and access keys. Either way the agent pulls those logs into an investigation the way it already does for Datadog. See Render and Sumo Logic.Filter tickets by type and portal visibility
The filter dropdown gained Type, with a live count beside each one, and Customer Portal. Both apply to CSV exports, and both live in the URL, so a filtered view is something you can send a teammate.SlackIntegrations
Long links stop breaking a conversation
A long URL from a log tool used to spill across the page. It now collapses into a View link chip, with the full address on hover, both in Slack and in the app.Fewer fields for Oodle, more control over Zendesk
Oodle takes two fields now, your instance and an API key, and fetches index patterns itself. On Zendesk, a field picker searches your live field list so you can leave custom fields out of a sync.SlackAgents
Share a screenshot and the bot reads it
Drop an image or a PDF into a Slack thread and the bot looks at it: screenshots through vision, PDFs by pulling out their text, scanned pages as images. A file sent with only a short caption used to be skipped.Keep the agent out of a campaign’s replies
Support Agent Settings gained Skip tickets with these subject lines. Paste in a phrase from the blast and every reply,Re: threads included, waits for a human. Your list stays put if you turn it off.Stripe also joined the integrations list this week, so the agent can verify a customer and find the payment a ticket is about.AgentsSlack
AgentsChat Widgets
Every agent, configured its own way
Tone presets, an on and off switch, and a Tools tab for turning individual tools off. See Agents.Speak to a widget, read it in English
Customers can talk instead of typing, and a reply can carry an English translation beside the original. The KB gap agent picked up write and review agents, so a proposed doc change arrives as a reviewed pull request. See Automated Pull Requests.SupportSlackKnowledge Base
Pull requests beside the ticket that caused them
A PR viewer lists pull requests with rendered diffs and links back to the ticket that prompted the work. Ticket pages gained previous and next, so you can work a queue without returning to the list.Approve before it goes live
Articles gained a visibility selector and nested collections, and routing categories and policies moved to a draft and approval flow. Connect more than one Slack workspace and filter conversations by workspace. Every API route now writes to an audit log.Knowledge BaseSlack