March 2026

This release lets every Inbox run its own workflow, shows more context on the ticket card in Slack, and makes agent replies more personal.

Independent workflows per Inbox

New · Web app (setup)

Statuses, priorities and tags are no longer shared across the whole workspace – each Inbox owns its own set, so IT and HR can run completely different workflows.

When creating a field you now choose its scope. Global fields are available in every Inbox, as before. Inbox fields belong only to the Forms of that Inbox. Every Inbox comes with its default system fields, and all existing fields were automatically set to Global, so nothing needed migrating.

Each Inbox starts with its own default status set. Rename, reorder or add statuses in the Inbox settings to match how your team works.

---

Custom ticket card layout

New · Web app (setup) and Slack

Each Form can have its own ticket card layout. Add up to four custom fields to the card and their values are shown directly in Slack whenever someone views the ticket. Edit a Form in your Inbox and open the Ticket layout step to set it up.

---

Impersonated agent replies

New · Web app (setup) and Slack

Replies sent by agents through the Responder channel can appear with the agent's own profile picture and name instead of the generic support account. Enable it in the Inbox settings under Settings → Agents. A re-authentication of the Suptask app may be required for the change to take effect.