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Opentra
Changelog

What's new in Opentra.

You depend on this software to run your MSP. So every release gets real notes — what shipped, what changed, what got fixed.

9 July 2026

v2026.07.104 – .110
Added

One-off, standalone invoices

You can now raise an ad-hoc invoice outside a billing run — for hardware, a one-time project, or anything that doesn't belong to a monthly cycle. Pick a client, add line items, toggle GST, and it pushes to Xero as a draft like everything else, so Xero stays the final human gate.

INV-0042 · DRAFT
→ XERO
Server rebuild — onsite$1,240
Licensing pass-through$386
Added

SLA hold that actually pauses the clock

Statuses like Waiting on Client now genuinely pause the SLA — time on hold never burns SLA budget, and resuming a ticket pushes the deadline out by exactly the held time instead of instantly re-breaching. Parked tickets get weekday reminders so slow-burn work is never forgotten.

TICKET #204 · WAITING ON CLIENT
SLA · ON HOLD ⏸
clock paused — deadline extends on resume
Improvements and fixes (5)
  • Notification emails — assignments, replies, SLA breaches, quote and contract outcomes — are now branded HTML cards instead of raw text
  • Country on the Edit company dialog is a proper dropdown — no more “Aus” / “Australia” / “AU” drift breaking reports
  • Device manufacturer names are normalised on sync, with a backfill for existing devices
  • Tickets table gained an “Open” filter — everything not resolved or closed
  • Global search now matches ticket numbers, short names, and nicknames

8 July 2026

v2026.07.89 – .102
Added

Merge duplicate contacts and companies

Duplicate records happen — a HubSpot import here, an email auto-create there. You can now merge them yourself from the contact or company page: pick the duplicate, preview exactly what will move (tickets, contracts, devices, quotes, the lot), and confirm. Anything that would conflict is flagged up front, so nothing is silently lost.

Added

Attach multiple devices to a ticket

Some jobs touch more than one machine. Tickets now carry a primary device plus any number of additional devices, so a server-and-workstation issue is fully documented in one place. The primary device still drives location, remote access and vendor threads, and every device's own page lists the tickets raised against it.

Changed

Ticket location follows the device

A ticket's location used to default to the company's head office and stay there forever — wrong for every remote worker. Location is now derived from the linked device, so a ticket for someone working from home shows where they actually are, and it updates automatically when the device link changes.

Improvements and fixes (3)
  • Global search now matches bare ticket numbers, company short names, contact nicknames, and the full text of ticket conversations — not just subjects
  • Emails forwarded to the helpdesk are matched to the right client from the forwarded content itself, so a vendor notice or marketing email can no longer create a fake client company
  • Clicking a notification in the bell now clears it instead of leaving it behind as a read item

7 July 2026

v2026.07.75 – .87
Added

Stripe payments, reconciled with Xero

Take card payments through Stripe without giving up Xero as your system of record. Bill selected clients through Stripe at billing-run finalize, and when they pay, the invoice flips to Paid and the payment is posted back into Xero automatically. An hourly Xero sync also picks up payments made on the Xero side, so invoice status stays current without anyone clicking a sync button.

Added

A Cc list that sticks to the ticket

You can now set a persistent Cc list on a ticket itself, not just in a single reply. Everyone on the list is automatically copied on every outbound client email for that ticket — so the office manager who asked to be kept in the loop actually stays in the loop, no matter who sends the next reply.

Added

See when a client has replied to your email

Sales and account-management emails already showed opens and clicks — now they show replies too. When a client answers an email you sent from the platform, a Replied indicator appears on the activity timeline, so you can tell at a glance which threads are waiting on you and which are waiting on them.

Improvements and fixes (8)
  • Link an existing contact to a company from the company page — search by name or email instead of re-creating them
  • The tickets table gained an “Unassigned” filter that spans the whole backlog, and its company filter now lists every company and filters across all pages
  • Admins can bulk-delete tickets from the table with a clear confirmation — handy for clearing out alert noise
  • Reply straight from the activity timeline to any inbound client email, even ones that arrived outside an existing thread
  • Text-message replies on tickets now show a “Sent via SMS” chip instead of being mislabelled as email
  • Clicking an opportunity in the dashboard pipeline widget opens that opportunity, not the whole board
  • Mail bouncing between your own domains is no longer misattributed to a client company
  • Tidied a doubled-up Connect button on the integrations settings page and fixed a dead-end breadcrumb link on location pages

6 July 2026

v2026.07.59 – .73
Added

Monthly client service reports

Opentra can now automatically email a monthly service report to the contract owner and admin contacts of your service-agreement clients on the 1st of each month — tickets handled, time spent, and SLA performance. Off by default; enable it in Settings → Helpdesk, with a per-client opt-out and a "send now / test" button.

Your IT service report — June
TICKETS
23
HOURS
14.5
SLA MET
98%
Added

New tickets link the client's device automatically

When a ticket comes in, Opentra now works out which machine belongs to that person — from curated links and who's actually logged in — and attaches it to the ticket, so the tech sees the device before they even reply. When someone owns several devices, it prefers the one they're signed into. You can also find a device by typing the user's name in the device picker.

Fixed

Follow-up reminders that read like part of the conversation

Automated follow-up and closing emails used to arrive as brand-new messages with generic subjects — clients replied "what was this about?". They now thread into the existing email conversation, quote the last update for context, and client replies land back on the right ticket instead of opening a new one. Replying also stops the auto-close countdown, as it always should have.

Changed

Contract documents that add up — and name the right entity

Contract PDFs and the approval portal now itemize every charge — per-device and per-user software lines included — so the line table always matches the monthly total the email quotes. Contracts can also be issued in the name of the client's billing legal entity (with a "trading as" line), and your standard terms and conditions are attached and frozen into the approval snapshot at send time.

Improvements and fixes (6)
  • Contract approval emails now trail on the company page, and client replies to them thread there as conversation instead of opening a support ticket
  • Your account management team is notified by email when a contract is approved or declined, and approval emails send from your sales mailbox
  • Approving a contract no longer generates a spurious ticket in your own queue
  • Emails staff forward to the helpdesk now resolve to the real client in every case — vendor notices no longer swallow the client’s actual question, and unidentifiable forwards are left for triage instead of being pinned to the wrong company
  • Device serial numbers are now unique per company, with placeholder factory serials cleaned up automatically — duplicates are caught at entry and during nightly sync
  • The Client portal button now appears on contact pages too

5 July 2026

v2026.07.53 – .57
Added

Magic-link login for the client portal

Clients who lose their portal link can now get it back themselves: they enter their email at the portal login page and, if it matches a contact on file, their standing portal link is emailed to them. Rate-limited and enumeration-safe, so it never reveals who is or isn't a client. Staff also get a Client portal button on the company page to see exactly what the client sees.

Added

Pick the depreciation life on the asset report

The asset fleet report now lets you choose the useful-life basis — by asset type (laptops 3 years, servers 5, and so on) or a flat 1, 3 or 5 years across the fleet, matching how accountants often depreciate IT. Book values, annual depreciation, replace-by dates and the 36-month budget forecast all follow the chosen basis, on the page, the PDF and the CSV.

Improvements and fixes (3)
  • Every KPI tile on the client portal is now clickable — device status tiles filter the device table, financial tiles jump to the asset register, and overview tiles cross-link to their detail reports
  • Windows 11 devices are no longer wrongly flagged “Nearing end of life”, so refresh-risk scores and devices-needing-attention counts reflect reality
  • The asset report’s method and useful-life pickers were redesigned into a cleaner settings card with segmented controls