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This month, we've rebuilt how Helpdesk measures time and given managers a dedicated view of their team. We've also made ticket routing and reporting more flexible. On the Statements side, we've closed the gap between reconciliation and Helpdesk, and given you a proper first look at your missing credits.

In Helpdesk, we've moved reporting and SLAs onto real business hours instead of calendar days, and built a new dashboard so managers can check in on their team without opening individual tickets. We've also added To/CC-based trigger routing and brought your custom ticket fields into reporting.

In Statements, Helpdesk tickets now close themselves once a statement is reconciled or shared, and Missing Credits gives you a proper view of what's still owed, in addition to what's already been recovered.

We've moved Helpdesk's time-based reporting onto business hours instead of calendar days. One schedule (Mon–Fri 9am–5pm by default, or custom set by your Account Manager) now drives every time-based metric, and the clock only runs while you're open, like a shift clock that stops when the doors close.

Here's what's changed:

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→ Handling time, first response time and ticket age are now shown in hours and minutes, not days
→ SLA deadlines reflect real working hours

We've added a new trigger condition so Helpdesk can tell whether a mailbox appears in the To field or just the CC field of an incoming email. That means you can build rules for emails that's only copied to you, rather than treating every mention the same way — similar to a mail rule that only fires when you're the intended recipient, not just looped in.

→ Automatically resolve or route tickets when a mailbox is only copied, not directly addressed
→ Cut down on inbox noise and unnecessary manual triage
→ More precise automation rules

We've built a dedicated dashboard for anyone managing a team in Helpdesk, so you can check in on performance and workload without opening tickets one by one. You can filter different team views, to compare different team performances.

💡 Note: this dashboard is available to admin users only — non-admin users won't see this tab.

Here's what's on it:

→ Spot SLA risk before it becomes a breach
→ See workload distribution across your team at a glance
→ Make team decisions with supporting data

We've made any custom ticket fields you've set up in Helpdesk available wherever you report on tickets, with no extra setup required. They now appear as columns in the All Tickets table and are included automatically in exports and DaaS outputs, for existing fields as well as any you add going forward.

💡 Note: sorting and filtering by custom fields isn't available yet, export the data if you need to slice by custom field.

→ Report on the extra ticket context without manual workarounds

We've built a dedicated view for credits that are still missing so you don't have to dig through the Rec Detail page and sift out false positives yourself.

Here's what's included:

→ See all your missing credits in one place
→ Save time by letting the system identify false positives
→ Train the system with each approval or rejection

We've closed the loop between Statements and Helpdesk: when a statement is auto-reconciled or auto-shared, the linked ticket no longer needs to be manually closed.

The key changes are:

💡 Note: if you enable both auto-share and auto-reconcile together, you'll be notified that one rule may impact the other because they’re interdependent.

→ Completed statement workflows close the loop automatically, without manual ticket clean-up
→ A more unified platform experience
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