Release notes - April 2025
From smarter Helpdesk Triggers that support complex workflows to new reconciliation tools, improved folder management and better AI responses, we’re getting closer to touchless automation across the board.
Helpdesk Triggers: V2
Earlier this year, we released the Triggers feature to help you automatically resolve more tickets quicker by automating responses:
when a ticket is created
when a new message is received
We’ve now upgraded our Triggers feature so our agentic AI can automate more steps, helping you resolve more tickets with little-to-no manual intervention.
You can now:
Trigger workflows based on ticket updates, alongside existing options for new tickets and messages received
→ Automate responses and actions not just at the start of a ticket lifecycle, but throughout itAdd multiple conditions to triggers (e.g. ticket category such as vendor, language or attachment type)
→ Automate only when all the right criteria are met, avoiding false positives or unwanted actionsApply multiple actions in a workflow (e.g. assign to an agent, forward the ticket, send a reply template and update ticket fields)
→ Automate full-ticket flows, so nothing gets missed and everything moves faster—with less effort from your teamToggle triggers on and off - this allows you to create triggers and pause them at any time without having to delete them
→ Toggling triggers on and off gives you flexibility to pause workflows without deleting them. Perfect for testing, seasonal use, or keeping setups ready for later
Here are a few use cases you can implement:
Automatically send vendors a "thank you" email that includes the ticket number as soon as a ticket is created
Automatically forward messages based on attachment category (e.g. invoice) to your invoice processing system
Automatically direct incoming messages to corresponding mailboxes based on their content
→ For example, emails with statement attachments are directed to a ‘Statements’ mailbox. Meanwhile, vendors simultaneously receive an automatic templated reply with guidance for which inbox future emails should be sent to.
💡 Head over to the Templates tab to create custom templates suited to your needs
Automatically assign tickets from certain vendors to specific users and update the ticket by priority
Automatically send vendors a templated feedback request when a ticket is marked as “Resolved”
Other features released in April:
Statements module:
Automatically mark ‘no pending actions’ recs as reconciled — Recs that require no review are automatically marked as reconciled.
Bulk upload and reconcile multiple Excel files — You can now upload multiple excel files and reconcile them in one single rec.
‘Last statement received’ column now has sort and filter options — Under Statements Vendor Insights tab, the last statement received column has different options to filter data.
Auto select Rec Group when suggested vendors match a Rec Group — When identifying a vendor, we’ll automatically select corresponding Rec Group.
Helpdesk module:
Increased AI- generated responses — You can quickly review and insert more AI-generated responses into your workflows.
Purple outbound messages — A purple header row, displaying the sender’s name, will distinguish outbound messages from inbound messages.
New notification triggers — You can control notifications regarding comment activity.
Outbound ticket re-categorisation — Re-categorise tickets that were created through an outbound message.
Previews can be resized — When reading a preview document, you can zoom in/out and rotate the document.
Improved folder management — The platform has a new ‘load more folders’ category under the ‘new message’ drop down selection and a new ‘move to folder’ step.