April 2026

Time-based automations, moving public tickets to private, and fields required on close

This release adds time as a trigger for automations, private routing of sensitive tickets, and a way to guarantee data is captured before a ticket is closed.

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Time-based automations

New · Web app (setup)

Alongside event-based rules, automations can now be triggered by time. Three trigger types are available, each configurable in hours or days:

• Time since last reply

• Time since creation

• Time in status

Combine a time-based trigger with any existing action – for example, close tickets with no reply in 48 hours, or send a nudge to tickets that have been in Open for 7 days.

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Move public tickets to private

New · Slack

A ticket submitted in a public channel can be moved into a private direct message when the subject requires discretion. Requesters can keep submitting in any channel, and the conversation is moved private when needed.

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Fields required on close

New · Web app (setup) and Slack

Mark a form field as Only required on close. Agents must fill it in before the ticket can be closed – suited to time reporting, resolution categories or any data you need captured consistently.