You depend on this software to run your MSP. So every release gets real notes — what shipped, what changed, what got fixed.
Every email the platform sends and receives — ticket replies, client responses, CRM emails — now lives in one searchable log. Filter by direction, search by recipient, contact, company or subject, and expand any row to see the full recipient list, delivery errors, and open and click events. When a client says "I never got that email", you have the answer in seconds.
The post-ticket Google review SMS now ships with four starter templates — Friendly, Brief, Enthusiastic and Formal — plus a custom mode for writing your own. The full editor moved to Helpdesk settings, with a sample-data preview and a character counter so you know exactly what the client will receive before you switch it on.
Two hours after a ticket closes, the client contact gets a one-time SMS asking for a Google review — with an editable template, live preview, and your review link baked in. Each contact is only ever asked once, reopened tickets cancel the pending request, and STOP replies are honoured automatically. Steady five-star reviews without ever having to remember to ask.
Every SMS in or out now lands in a dedicated trace log with carrier delivery status — queued, sent, delivered, or failed — plus full-text search, direction and source filters, and links to the contact, company and ticket involved. Failed sends are recorded too, so an attempted message is never silently lost. Recent SMS activity also shows on the health dashboard.
Tickets waiting on a client are chased automatically — and now you can see it happening. A panel on the ticket shows reminders sent, when the next chase is due, and when the ticket will auto-close, with per-ticket pause, snooze, and send-now controls. Techs are notified on each chase and managers on the final one, so nothing closes without a human knowing.
Vendor maintenance windows and timed follow-ups no longer live in a tech's head. From any ticket, AI extracts the scheduled time and the full step-by-step action checklist from the email and drops a work block on the tech's Office 365 calendar — with an Outlook reminder, an optional client invite, and a morning heads-up for anything starting in the next 24 hours.
Some clients trade under one name but must be invoiced to a separate legal entity, like a trustee company. You can now set bill-to details — legal name, tax number, billing address — per company. Every invoice path routes to the legal entity in your accounting system while the trading name stays on the reference, so nothing loses its identity.
Logging a future meeting from a company or contact page can now do more than record it: tick "Add to my Office 365 calendar" and the event lands on your calendar, with invitees getting a proper invite and a Teams link. Retrospective logging works exactly as before.
The "link ticket" search on a project was quietly excluding every ticket not already attached to a project — which is exactly the set you want to link. Searching by ticket number or text now surfaces all your unlinked tickets, so pulling helpdesk work into a project takes seconds again.