October 2025

This release gives you more control over tickets created from Slack Workflows, adds new performance metrics, and moves business hours and email configuration into Inbox settings.

Slack Workflow field mapping

Improved · Slack and Web app (setup)

Specific fields from a Slack Workflow can be mapped into a ticket, including custom fields and the requester of the ticket.

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Extended performance metrics

New · Web app

Performance metrics are now configurable. Track indicators such as Reopens, Reassignments and First Assignment, and filter on metrics directly in the Tickets overview.

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Agent business hours

Improved · Web app (setup)

Business hours are configured per agent within the Inbox settings. They are used by SLA notifications and performance metrics, so response-time expectations account for working hours across global teams.

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Email setup in Inbox settings

Improved · Web app (setup)

The email configuration panel is now part of the Inbox settings. Customize the sender name, branding and email address, and configure AI-powered routing from the same place.