Changelog

What's new in Tend.

Every improvement as it lands, in plain words. Last shipped 31 August 2026.

31 August 2026latest

Pay online, and a portal worth the name

  • Pay online. Connect your own Stripe account and every issued invoice with a balance carries a Pay online key on its email - the pay page charges the live remainder, one active checkout at a time, and payments land in the same ledger as Direct Debit and manual payments. An optional card-fee pass-through states its exact dollars beside the no-fee bank alternative.
  • Billing on the portal. Organization owners - or exactly the people you grant - see their invoices, balances, open proposals, and agreement position where they already sign in, with Pay now and PDF downloads. Everyone else sees no trace of it.
  • The tracking page answers who and when. Requests show who is handling them and, while a first reply is owed, when to expect it - from your real response promise, in the requester's own timezone. A merged request points at its surviving thread, and every portal dead end now wears your name instead of ours.
  • Client margin. Billing reports now show, per client and ex-tax, what you invoiced, what the vendors cost, what your time was worth, the effective rate per hour, and the margin - the losing client sits on amber where you can't miss it. The same figures read on the client's own page for the financial year.
  • The quarterly pack. One click on a client assembles the review meeting - the quarter's service record with the best comment verbatim, the fleet's age and standards posture with priced replacements straight from your catalog, renewals falling due next quarter, and the money story. Print-clean, and your own cost and margin hide from the printed copy.
  • The first hour, guided. New workspaces start with a live response promise so the desk's clocks run from day one, the setup list sits on the inbox until the desk is real, and a send-me-a-test-email button watches your email become a ticket, live. Google Workspace and Microsoft 365 forwarding steps are written in, and a one-person shop can honestly finish the list.
  • Phones stop fighting back. Menus rise as bottom sheets above the deck and a tap anywhere closes them, the worklist row spends its width on the subject (a breach keeps its edge and its fact), quote lines and the asset register read as cards, and iPhone photos no longer grey out in the file pickers.
  • Quotes reach cruising altitude. Typing happens in the page, never inside a menu a stray click can close; Preview, PDF, and Print fold into one Document menu; the review link copies in one click and says honestly whether it has been viewed; and the quote list gains search, saved views, and pages.
  • The desk, tightened. Views, Group, Sort, Columns and Filters now live behind a single Arrange key on every list - press it and a console opens with each door carrying its current setting, every choice applying as you make it, the key naming the arrangement and wearing one dot while it differs from the saved view. A ticket opened from the inbox carries its list along, so the masthead's arrows and the [ and ] keys step to the previous and next ticket in the same order. When several tickets in a pane have breached, only the longest-standing one keeps its full red meter; the rest keep the fact quietly.
  • Smaller sharpenings. Page mastheads drop their breadcrumbs and explaining sentences, empty figures step back instead of shouting zero, a billing period is one instrument on every tab, new invoices and quotes start from a key in the masthead, attachments drop straight onto a request form, the sidebar seats every place on a 13-inch screen, calendar weeks fold long-running work into one carried-across line, workspace-ready emails arrive once, sign-ins the portal turned away are listed for you to act on, and the trial says how long it has from day one.

17 August 2026

Quotes, and boundaries that stay put

  • Quotes. Price work before it happens. Draft lines by hand or straight from your asset catalog, send one branded PDF with a Review quote button, and the client accepts or declines online - no account needed. Acceptance turns into a draft invoice in one click.
  • Quotes keep invoice discipline. A sent quote is a frozen document with a validity date; expired links stop taking decisions, and decisions recorded by staff are attributed separately from the client's own click. Resend a lost email anytime; revising a sent quote voids the original in the same move so only the current price can be accepted. Accepted quotes raise a job ticket carrying their lines as scope, standing terms ride every quote document, and a quote that expires unanswered tells you once.
  • Proposals, without the layout app. A quote can grow designed pages around its pricing - cover, letter, scope, and terms - each edited in place and printed on your letterhead, on screen, in the PDF, and at the client's review link. Save any page-set as a template and the next proposal starts filled in; two starters ship in the box.
  • Email templates do what they show. Buttons are now yours to place - a Button control in the template editor, rendered exactly where you put it, links staying links. The footer signs every customer email on its own and its logo sign-off is a placeable element too: social links under it, fine print over it, whatever you write around it keeps its place. Each template says whether it sends automatically or under an agent's name, and the reply's conversation link rides as built-in furniture no edit can lose.
  • Utilization on the billing report. For any period, each agent's logged hours, billable hours, billable share, and what that time was worth - the split an MSP owner actually manages by, priced at each entry's own rate.
  • Canned replies know who they're for. {requester_first}, {organization}, {number}, and friends fill in the moment a canned reply lands in the composer - visible, editable, never resolved behind your back.
  • Rules act on SLA state. Two new triggers - SLA at risk and SLA breached - let a rule reassign, move queues, or leave a note the moment a promise slips, instead of only telling the assignee. Escalation with consequences.
  • CC means copied in. When a customer CCs someone on their email, that person follows the ticket automatically - they receive public replies, their own replies land on the same ticket in their own name, and the resolved note reaches them until removed. Spam or blocked senders never ride along, and a stranger replying from an unknown address still opens a separate ticket for your team to judge.
  • Tasks know the client. File a task against an organization - or let a ticket's chase-up inherit it - and read the whole list grouped by client, overdue counts against each name. Internal work stays unfiled, exactly as before. Tasks can chase an asset too - renew the cert, replace the UPS battery - and the asset's page lists its open chase-ups. The row's controls materialize from an Add token rail instead of standing as a rank of boxes, and each morning the bell names what falls due today.
  • Every set field earns a column. Queue, stage, and the hard due date join the worklist's column picker - sortable like their neighbours, overdue deadlines in amber.
  • The composer shows what rides. Your actual signature and the workspace footer render dimmed below your words as you write, marked as added when it sends. It is the real thing, not a promise - turn the footer off and it disappears.
  • Files up to 20 MB. Portal uploads stream straight to storage - the request form and the tracking page's reply (which now takes attachments) accept files up to 20 MB each, and email intake is built to carry the same ceiling. The rejection note only speaks for genuine rule-breakers, and it points at the tracking page.
  • Files ride their message. A file sent with a reply now shows on that reply - in the ticket's conversation and on the client's tracking page alike - instead of pooling in one shared area. The original request's files keep their own card, so who sent what, and when, reads straight off the thread.
  • Replies read like the email. An emailed reply keeps its formatting, links, and inline images in the conversation - on the ticket and on the client's tracking page - with the quoted history already cut away. The sender's email signature tucks behind a quiet fold instead of repeating under every message.
  • Pictures arrive with the email. Images hosted elsewhere - a signature logo, a picture inserted by link, an embed in a forwarded alert - are collected once when the email arrives and kept with the ticket, without senders ever learning when your team reads. Signature images stay in the signature: they render inside its fold and never clutter the ticket's files.
  • Availability, on the record. Book away periods ahead - several at once - and set the days of the week you actually work, from your own profile or a person's page. Automatic assignment skips anyone off or away that day, round-robin and default assignees alike, so tickets land with someone present or visibly unassigned, never on a beach. Teammates see who's off at a glance in People and on the assign control, and can still hand you something deliberately, return date in view.
  • Prepaid hour blocks. A fourth way to bill - clients buy support hours up front, work draws the bank down, and unused hours carry. Selling a block can raise its own draft invoice, the client page shows the bank at a glance, and billing managers hear about it before the bank runs dry. Time for block clients never lands on a monthly invoice - those hours are already paid for.
  • Blocking closes every door. A blocked sender loses active portal access as well as future email intake. Old tracking links, sign-in links, and a claimed client domain cannot quietly let the mailbox back in.
  • Issued documents stay issued. An invoice or credit note now freezes the exact business identity, client attention line, tax label, branding, and payment wording shown when it was issued. Later settings changes affect drafts, never the historical document.
  • Imports begin private. Imported people remain contacts until you deliberately assign them to a client, and a Zendesk comment becomes requester-visible only when its source explicitly marks it public. Missing or contradictory visibility stays internal and is called out in preview.
  • Every real reply arrives. Two distinct emails with the same visible text remain two replies, while a retry of the same provider message writes each comment and attachment only once. When an emailed file can't be accepted, its ticket or invoice conversation keeps the filename and reason beside that exact message instead of losing it silently.
  • Connections obey current authority. Microsoft 365 evidence, billing imports, connection tests, accounting exports, and Direct Debit actions stop if access, subscription, credentials, or destination mapping changes before the provider call.
  • Accounting retries reconcile first. If creating an external customer may have succeeded but its response was lost, Tend holds the operation for an exact lookup instead of creating a second customer.
  • Recovery advances client by client. Each client's recovery point publishes after its own records and files verify, so one oversized or stalled client cannot withhold every other verified snapshot. Retention starts only from a published recovery point.
  • Large input fails safely. Oversized recovery messages, deeply nested Word documents, and unexpectedly large provider responses stop inside explicit work limits without suppressing later valid work.

13 August 2026

Promises that hold under pressure

  • Sign-in links wait for you. the emailed portal link now lands on a one-click confirmation, so an email provider's link checker can never burn it before you arrive. Links stay single-use and short-lived.
  • Done means done, on every door. resolving a ticket asks the same questions everywhere - required fields answered, deliverables delivered or skipped with a reason, processes finished - whether you resolve one ticket, sweep fifty, merge a duplicate, or let a rule do it.
  • Leaving means leaving. when someone is offboarded or moved out of ticket work, their queued replies, scheduled sends, notifications, portal sessions, and device pushes stop with their access. Restoring their directory record cannot revive an old sign-in link or device endpoint.
  • Invoices can't change mid-send. while an invoice is being delivered or pushed to accounting, nothing else can rewrite or void it - the client document, frozen record, external ledger, and amount collected always agree. Draft edits and wording refreshes detect each other too, and issue stops if lines, totals, or source charges do not match.
  • Reconnecting stays clean. switching your Xero, QuickBooks, or Direct Debit connection to a different account can never route an invoice or a debit to the wrong party - records from the old connection step aside instead of colliding. If Xero consent reaches several organisations, Tend waits for you to choose the exact ledger and checks that choice again before every export.
  • Unknown never means try again. if an invoice email or accounting draft may have landed but its response was lost, Tend holds it for reconciliation instead of creating a second authoritative copy. Xero and QuickBooks pushes also carry provider idempotency keys and reconcile by invoice number.
  • Recovery exports say what they carry. the portable JSON now labels file content as excluded in both the page and the artifact itself, while Tend's monitored recovery copy reads every snapshot and file back to verify its exact bytes before publishing or pruning. You can plan a restore from facts instead of assumptions.
  • Sensitive exports ask twice. bulk CSV exports and staff billing-document downloads require a two-step-verified session as well as the right role. A copied download URL never outruns the session that authorized it.
  • AI can sort, not set policy. automatic email triage may refine a request type only when every choice has the same billing result and no approval or process effect. Money and workflow remain human decisions.
  • Smaller sharpenings. the weekly digest respects report permissions, delivery receipts can't double-alert your finance team, unverified relay addresses never inherit requester credentials, quarantine stops portal access plus queued public replies immediately, billing links stop working when the person who opened them loses access, Microsoft 365 evidence reads stop cleanly when the provider stalls or returns too much, and replacing a custom sending domain cannot leave untracked mail-service objects behind.

7 August 2026

The invoice, machined

  • Your invoice number is the headline. The client document's v2 template leads with the number and one chip that says the whole ask - the amount and pay-by date together. The heavy table banner is gone; line items sit under quiet micro-caps heads so the amounts carry the ink.
  • One facts band. Billed-to, dates, terms, and the service period read left to right on a single hairline band, with the company always first and the month spelled the way people say it - 6 Aug 2026, July 2026.
  • Autopay invoices stop asking. A client on Direct Debit sees Collected automatically with the collection date and a bank-statement reference, instead of payment terms they do not need. Everyone else gets a How to pay panel that quotes the invoice number for their remittance.
  • Direct Debit stays with the payer you approved. Changing a mandate mapping immediately retires unfinished setup links, and an older link cannot replace the newer payer or inherit automatic collection.
  • Quieter by omission. The recipient's email address no longer prints on the document, references only appear when you set one, and every page's footer carries the invoice number and page count so a printed page always finds its way home.
  • Block a sender for good. Mark any email ticket as spam to move everything they've sent into quarantine and drop their future email - the address, or the whole domain when it belongs to nobody real. The same control sits on the person and organization records a spammer leaves behind, the blocklist lives under Settings, and a Delete all in Spam clears the contact and company they brought with them.

6 August 2026

Billing reads as one place

  • One period dial. Every billing tab shares the same period control - month arrows around the current month, plus each page's own ranges. Step into any past month on invoices, expenses, provider invoices, time, or reports, and saved views keep their old date filters.
  • One position register. The clickable summary cells from Invoices now open every billing tab the same way - your cost and recovery on Expenses, hours and billable value on Time & rates, issued, collected, and aging on Reports.
  • The invoice says its next step. An invoice's header now states what it is waiting for in one sentence - review and send, the scheduled date, due, overdue since, or paid - with one lit action to match. Document copies (preview, PDF, print) live in one quiet menu.
  • Editing you can see. Editing invoice lines shows real fields with visible borders, and the line amount recalculates as you type quantity and rate. Provider-sourced lines name their provider plainly instead of quoting an internal reference.
  • A calmer expense ledger. Rows already invoiced or internal read as quiet text so the amber To invoice work stands out, and the whole row opens the record.
  • Invoices open your way. Give a client starting lines under their agreement and every generated draft begins with them, in order - fully priced, or a named placeholder at zero to fill in when the month's number is known. The monthly fee line takes its own name and description too, and {month} always reads as the service month.
  • The next invoice is the control panel. Billing gains a Setup tab - pick a client, see exactly what their next draft will contain, and edit every row where it sits: agreement, starting lines, recipients, and imported-cost wording all in place. Connected sources still waiting on the month show as quiet awaits-sync rows, and client billing in Settings now points here.
  • Azure costs, one grant. The Microsoft Azure connection now finds every subscription its access covers - no IDs to paste - and its setup walks each Entra step on the page.
  • The tax line is always there, named your way. Client invoices show a dedicated tax row even at zero, and the label is yours to set - GST, VAT, Sales tax - across the document, PDF, and email copy.
  • Smaller sharpenings. The invoice list fits without sideways scrolling and shows the sent date in place; bulk payment reminders confirm in the bar itself; version history folds to one line; fully paid invoices explain that corrections happen by reversing an entry.

5 August 2026

Diagnosis reads the files

  • Attachments are evidence now. Diagnose and Draft a reply read the ticket's files - spreadsheets row by row, Word documents as text, PDFs and screenshots directly. When the detail lives in an attached file rather than the message, the AI reasons from it and cites the specific rows or readings that motivate each check.
  • Documented behavior, cited. Before each diagnosis round, Tend searches what the vendors document about the products involved - expected behavior, limits, known issues - and the round separates working-as-documented from genuinely broken, naming its sources. The context popover links each one.
  • The tenant answers for itself. Map a client's Microsoft 365 tenant under Integrations - read-only, a short named permission set, consented by their own admin - and diagnosis reads live evidence: open Microsoft service incidents, license counts with spare seats, Intune device health, and Cloud PC connection quality by region. Verify shows exactly which permissions the tenant granted, reported symptoms meet measured telemetry, and every figure cited is real.
  • Done means delivered. Every new ticket arrives with its deliverables - the outcomes the requester actually asked for, extracted from their own words with the quote behind each item, and a requester's later replies can add to the list - never rewrite it. Resolving waits until each is delivered or skipped with a reason, and skips go on the ticket's record.
  • Two-step verification. Add an authenticator app from your profile and signing in asks for its code; the code gates every app page, not just the front door. A workspace switch can require it for admin and billing roles, and SSO sign-ins keep whatever second factor their provider enforces.
  • Organizations reach back. Adding a person to a client fills the blank on their past unattributed tickets - client guides, reports, and tenant evidence follow. Tickets already attributed to a client never move.
  • Provenance stays honest. The draft's context panel names each file that was read, and any that couldn't be - with the reason. While a diagnosis round runs, the pane narrates each source as it lands - files read, documentation searched, tenant read, then reasoning. Afterwards every round keeps its own context popover forever, only the round being worked takes up space, and when a rethink lands worse than what it replaced, any earlier round can be made the working round again in one click.
  • The desk moves with the work. Filtering and regrouping keep surviving tickets in view, ticket controls unfold in place, new history joins once, portal progress advances to the current truth, and completed AI drafts settle into still ink. Search now arrives ready and leaves deliberately, while reduced-motion preferences remove travel, scale, drawing, and loops.
  • Invoice drafting reads like the document. Client, dates, terms, service period, recipients, and delivery now sit in one compact fact sheet. One Edit action opens the full configuration underneath, automatic monthly dates stay quiet until customized, line quantities keep their units, and opening an invoice no longer leaves the high-level Billing tabs pretending to be invoice-specific navigation.

4 August 2026

Settings changes stay inside their guardrails

  • Lost email, recovered. An email whose attachments made it too large to deliver no longer disappears. Tend fetches it back from the mail provider within minutes, opens the ticket or threads the reply with its full text, and notes on the timeline which files were too large to bring along.
  • Settings opens with the work. Search jumps straight to an individual control such as invoice numbering, public holidays, or the customer email footer, one group expands at a time on desktop, and rare tools wait under Advanced.
  • Needs attention means it. The overview and Integrations flag only real setup problems - a failed provider sync, unfinished email verification, an unmapped provider customer - and stay quiet when the workspace is healthy.
  • Clients get their own room. Billing's client settings start from one searchable picker, then agreement, invoice delivery, and imported costs are separate views instead of three repeated lists on one page.
  • Imported invoice lines say what the customer sees. One consolidated line per provider bill with its own label and description, separate from monthly fees, retainers, and tracked time. A client's saved markup never changes unless you change it.
  • Secrets stay out of the browser. A webhook's full signing secret appears only when an administrator deliberately reveals it, every reveal is audited, and removing a webhook no longer carries the credential through the page.
  • Guardrails on the sharp edges. A rule with no action stops at the editor and says what is missing, an asset category holding assigned devices cannot be converted into pooled stock, and saved edits stay on screen instead of snapping back to older values.
  • Spreadsheets and documents attach now. Tickets accept .xlsx, .docx and .csv files by email, form, and reply, alongside images, PDFs and text. Documents download to be opened at your desk rather than rendering in the browser.
  • One range across Reports. The 7, 30, and 90 day control now governs opened versus resolved, SLA attainment, satisfaction, and written feedback together.
  • Smaller sharpenings. Queue sender and email template tests share a quiet allowance of five per administrator in ten minutes; Settings sections are real headings assistive technology can jump through, asset settings use the same page tabs as Billing, audit filters keep whole dates visible on laptops, email templates give the editor and client preview their full width, a skipped email attachment's timeline note keeps its reason readable however long the file name, and automatic emails - receipts, sign-in links, document chases - now sign with the logo mark alone, the written footer staying with emails a person sends, previews matching exactly. Every follow-up email on a ticket now keeps one Re: subject, so resolved notes and document chases thread with the original conversation in Gmail and Outlook instead of starting a new one; the postmark inside the email still names the state.

3 August 2026

Billing keeps the books honest

  • One working ledger. Billing opens on the invoices that need action, and invoices, expenses, provider invoices, and time share the same search, filters, saved views, and phone-friendly cards.
  • A real balance ledger. Credit notes, partial payments, and Direct Debit settlements sit beneath each issued invoice and update the remaining balance without rewriting the original total. Two entries can never spend the same remainder.
  • Direct Debit belongs to the invoice. Connect GoCardless, deliberately match each payer to one client, then collect an issued invoice immediately or on its due date, with the whole trail from mandate to settlement kept on the invoice.
  • Documents keep their history. Every invoice snapshots its full client document at creation, meaningful saves, issue, and void. A void invoice keeps its number, reason, and record instead of vanishing.
  • Provider bills stay whole. A provider invoice reaches the customer draft as one renamable total, the underlying charges stay linked for reconciliation, and each client and source carries its own markup and wording.
  • Invoice numbers meet you where you are. A draft can take the number you already use in another platform or follow Tend's automatic sequence, and the sequence steps forward so history and new invoices never collide.
  • Month close is opt-in. Once enabled, the previous month's service fees, billable time, and imported expenses become drafts - never sent - and a failed sync or unmapped customer pauses the run instead of producing an incomplete bill.
  • Overdue reminders with manners. Up to three configurable stages that pause around an active Direct Debit or an unanswered client reply, with every send kept in the invoice's own conversation.
  • Settings keep one shape. Every collection - queues, request types, rules, recurring tickets, roles, asset catalog, templates, departments - uses the same compact row, visible Edit and Delete, and the same Undo.
  • Honest operations. The audit log reads in human change names and exports as CSV, backup says exactly what each file can recover, API keys rotate in one atomic change, and subscription settings show seats, the next invoice, and receipts in one view.

2 August 2026

Billing starts with the invoice ledger

  • Billing now opens on the invoices that need action. Amount, client, service period, send date, due date, sent state, and collection status sit in one ledger with filters for the work ahead and the cash still out.
  • A draft is now a complete working invoice. recipient, dates, reference, source-linked quantity and rate lines, notes, terms, GST, and totals. Sending will lock the issued record; cancelling keeps it in the ledger, while deleting is reserved for drafts.
  • Preview, Download PDF, and Print now open the same client document. Your portal logo and accent carry across with business details, service lines, tax, payment instructions, balance, and page furniture, so what you inspect is what the client receives.
  • Expenses now keep the complete source record. account, tax treatment, paid-through account, vendor, reference, notes, itemised costs, client recovery and markup, tags, related work, and a private receipt. Their ledger shows cost, recovery, and invoice state without turning rows into oversized cards.
  • Every invoice now keeps its own email conversation. Tend records what was sent, the provider's delivery facts, and customer replies; a reply needing attention is visible in the ledger, agents can answer in-thread, and a real support issue becomes a linked ticket only when someone deliberately escalates it.

2 August 2026

Stock has an on-hand answer

  • Stock is now a first-class asset type for the pooled things on the shelf. adapters, spares, peripherals, consumables, and anything else where the useful answer is how many remain.
  • Set an initial quantity and an optional reorder point, then issue and restock from the item page. Every movement records who changed it, how many moved, the resulting quantity, and an optional reason. Stock can never fall below zero, and low-stock rows surface in the register only when a reorder point is set.

2 August 2026

Services join the register

  • Service is now a first-class asset type beside hardware and software. Track the continuing things a client depends on, such as domains, certificates, internet circuits, telephony, support contracts, and cloud tenants.
  • Services carry provider and account details, ownership, cost, renewal warnings, tickets, files, history, and direct connections. Register filters, saved request choices, imports, exports, API reads, and diagnosis all understand the new type.

2 August 2026

Connections read from both ends

  • An asset connection now appears on both asset pages, whichever page it was added from. Add, remove, and undo all treat it as one shared relationship.
  • Diagnosis reads that same one-hop neighborhood from either endpoint, so a switch outage can see the access points attached to it without anyone maintaining a direction.

2 August 2026

Software seats, without the upkeep theatre

  • Software can now carry one practical capacity count. seats available and seats used. Set a capacity and the register shows a plain line such as 19 of 25 seats; leave it unset and existing software stays exactly as quiet as before.
  • When a renewal total and seat capacity are both known, the register also shows the per-seat cost beside the total.

1 August 2026

Form choices remember what you picked

  • Catalog and register choices now keep hold of the exact item behind the submitted words. Rename it later and fulfillment still opens the right catalog entry, while asset answers still link the right register record.
  • The answer on the ticket stays exactly as it was submitted. Existing tickets that only have the old label keep working too.

1 August 2026

The register knows what plugs into what

  • Assets can now name the asset they connect to or feed. Each connection is a direct door to the other register entry, with a searchable picker to add one and six seconds to undo a removal.
  • Diagnosis now reads those direct connections with the linked asset and can suggest the connected device when it is the missing part of the ticket. It stops after one hop, keeping the topology useful and small.

1 August 2026

Diagnosis questions answer from your register

  • When a diagnosis question is really asking "which device?", the answer is now a pick from your asset register, not a typed name - and picking it links the asset to the ticket in the same click, so the next round reasons with that device's status and history.
  • Linking assets early pays off. a question the linked assets already answer isn't asked at all - the diagnosis just says which device it's assuming and moves on. When it can only guess, the picker arrives preselected with its best candidate for a one-click confirm.
  • Steps stay honest about unknown hardware. if the exact fix depends on a make and model the ticket doesn't know yet, the same round asks for it and keeps the steps vendor-neutral until it's answered. Free text remains for devices nobody has registered.
  • And the moment a device lands, the round admits it's behind. the Rethink key catches the light early reading "Rethink with LAP-0015", and any still-generic steps carry a quiet line saying they were written before the device was known, with the rethink one click away. It still never rethinks on its own.
  • The register now stays current as a side effect of doing the work. when a request names a catalog item, the ticket offers one click to add it to the register - prefilled with the specs, the price, today's date, and the requester's organization, linked back to the ticket, and aimed at the standard it was ordered as.
  • Standards grew into a real catalog. each entry now carries its supplier, SKU, unit price, and whether it's currently offered - and gets edited in place in settings. A new Catalog page beside the register shows every offering with how the fleet measures up against it.
  • Devices can name their target standard. fit on the register now answers "is this the Dev Laptop it's meant to be", not "does it match anything in the category" - and the standards report stops counting every laptop against every laptop standard.
  • New-starter forms can offer your hardware catalog, not somebody's actual laptop. a choice can source from Asset standards, filtered by category, with a detail toggle per field - the standard's friendly name alone ("Dev Laptop") or the full specification. Rename a standard once and every form follows.
  • Request form choices can now come straight from your asset register. pick Assets as the source and filter it the way the assets page does - kind, category, status, freely combined - and scope it to the whole workspace or the requester's organization. Options stay live as the register changes; no retyping device lists into forms.
  • Every resolved ticket can now carry its official story. a Fix record naming the root cause and what actually fixed it. Tend drafts it the moment you resolve - from the whole record, diagnosis results included - in unset ink with the mark, yours to correct or clear in two clicks. Never required, and honest enough to stay absent when a ticket has no fix story. The payoff compounds: the next ticket on the same device opens its diagnosis with "we fixed this before - check that first".

31 July 2026

The AI layer keeps its boundaries

  • A draft can no longer erase the reply you were writing. With words already in the composer, Tend asks whether to Improve them, Add after them, Replace them, or cancel; the box waits while the new words arrive, failures restore the original, and Undo AI draft brings it back in one click.
  • Client context stays with the client. drafted replies and diagnoses can use universal guides or that ticket's client guides, and examples from resolved tickets come from the same client only. A guide drafted from a fix starts scoped to that client too.
  • Diagnosis rounds now land as one complete record - theory, checks and timeline entry together. Answers finish saving before Rethink reads them, concurrent clicks coalesce, and any rejected check rolls back visibly instead of pretending it stuck.
  • The month-in-short and where-this-stands caches now remember every fact the words were based on, including the original request. Changed facts mean fresh words; a cache hiccup never causes a duplicate model call.
  • Settings now shows AI failures and average response time alongside calls and tokens, and a digest dry run is truly dry - no email, no model call, no ledger entry.

31 July 2026

The ticket works the problem with you

  • Diagnose, in the ticket's ⋯ menu. for the tickets where you need a root cause, not a reply. It reads everything the ticket knows - the conversation including internal notes, form answers, linked assets and their history, related tickets, your guides - and proposes concrete next moves, each with its reasoning attached and exact steps folded underneath.
  • Three kinds of item, one pane. checks to run, the occasional question only you can answer (your answer goes into the record, not into a chat), and - when the ticket is missing the thing itself - a one-click suggestion to link the asset it's actually about, drawn from your own register.
  • Check items off as you try them, and note what you found - "log shows the AP rebooted at 9:02" is worth ten of a bare tick. The pane is owned by the ticket, so whoever picks it up next sees exactly where the investigation stands.
  • When everything's been tried and it's still broken, the Rethink key catches the light. one click sends every result back and a new round arrives that builds on what you ruled out. It never rethinks on its own - the light just makes sure the moment isn't missed.
  • Rounds fold to one line each as they age, the timeline records every round the way it records a rule, and when the fix lands, "Save fix as a guide" has the whole investigation to draw from.

31 July 2026

AI that signs its work

  • Every drafted thing now carries a small struck mark saying so. On a drafted reply the mark opens the context Tend supplied - the ticket, client-scoped guides and client-scoped past replies - without pretending the model cited every item.
  • Drafted words arrive in lighter ink and set to full black the moment you touch them - so you can see at a glance what's been reviewed and what hasn't. While a draft is still unset, the send button reads "Keep & send". Nothing is ever blocked; the words on the key are the reminder.
  • While a draft streams in, a thin line of light runs along the top of the composer - that's the whole loading state. No spinners.
  • The drafted invoice line works the same way. lighter ink until you edit it or log the time, with a Redraft button while it stands.
  • When Tend suggests a request type or links two tickets as one incident, the entry on the timeline now wears the same mark - hover it and it says why, in one sentence, with the undo one step away.
  • The report's "month in short" shows its origin on screen only - and once you edit a word, the mark changes to "Edited". your voice now, which was always the point. Print and portal copies show neither.
  • The AI line in Settings > Billing grew into a ledger. every surface, its calls and tokens, itemized. Included in the plan - it's a receipt, not a bill.

31 July 2026

Quiet help, only when asked

  • Draft a reply. a button beside Canned reply writes a first draft from the ticket's own thread, your guides, and how similar tickets were answered before. It streams into the composer for you to edit - nothing ever sends itself, and the 10-second undo still applies on top.
  • Emails arrive pre-sorted. when a new email could be one of several request types, the closest fit is suggested automatically - from your queue's own types, never an invented one - and noted on the ticket's history like any rule.
  • Long tickets open with a one-line "Where this stands" above the activity, so you don't re-read eight messages to remember the plot. It updates only when the conversation moves.
  • Resolved something worth keeping? "Save fix as a guide…" in the ticket's ⋯ menu drafts a guide from what actually solved it - names dropped, steps kept - into the guide form for you to edit and save. Portal-visible guides then deflect the same question before it becomes a ticket.
  • When four people at one client report the same outage, the desk now sees one incident. new tickets that clearly match an open ticket at the same organization arrive already linked as related - noted on both timelines, unlinkable in one click if the call was wrong.
  • Logging time? A Draft button writes the note from what the ticket shows was done - one clean line for the invoice your client reads, yours to edit before it's logged.
  • Client reports can now open with the month in words. turn on "Written summary on their service report" per organization in Settings > Billing, and their report leads with two to four plain sentences drawn from its own numbers. Light months read as the service doing its job - systems kept running, requests handled - never talked down, never padded. And the paragraph is yours: edit it right on the report, and your words stay until the numbers underneath actually change.
  • The Monday digest now opens with the week in short - one or two sentences naming what deserves attention, ahead of the numbers.
  • And the receipt a requester gets for a new email ticket can now bring the fix with it. when a portal guide clearly matches their problem, the acknowledgement links it - "while you wait, this guide may sort it". Client-specific guides stay with their client, always.
  • All of it stays inside the current workspace and client scope. Customer-facing drafts still pass through a person before they are sent or published; automatic triage and linking stay visible and reversible.

31 July 2026

The sidebar learns to read the room

  • Zeros look like zeros now. the numbers-and-codes typeface changed to Chivo Mono - same engraved instrument voice, but its 0 is a clean oval instead of the old dotted one. Every figure, timestamp, and ticket number moves with it.
  • The row you're on now lifts onto a frosted pane and catches a thread of accent light along its leading edge - the same material the reply composer wears while focused. On desktop that thread glides between destinations as you move; the old underscore stays only as the loading pulse.
  • On phones, the menu moved to your thumb. a floating deck along the bottom holds Inbox, Tasks, a raised New key, Search, and Places - the rest of the app one sheet away. The SLA breach tick rides the Inbox glyph there too, so a breach reaches you on any screen size. The hamburger drawer is retired.
  • Every live place in the sidebar now carries its state. Inbox shows its open count, Processes the runs in flight, People a quiet green dot per teammate active right now, Billing the billable hours logged this month, and Reports a two-week intake sparkline. Nothing to say means nothing shown - most rows stay as clean as before.
  • One red, rationed. while any ticket stands past its SLA target, a small breathing tick and count appear beside Inbox - on every page, so a breach can't hide behind whatever you're doing. It leaves the moment the last breach is answered.
  • The row you're on lights its trace in accent, so the sidebar reads as one instrument. the place you're looking through is the one that's lit.

31 July 2026

A site that shows its working

  • The home page's inbox now runs instead of posing. one clock drives the countdown in the opening sentence, the due-soon cell, and the SLA meters, and a new ticket arrives while you watch. The caption says the only thing it needs to: not a screenshot.
  • The navigation and footer carry live measured uptime, computed from the same checks that back the status page and linking straight to it. When there is nothing to stand behind, nothing shows.
  • Requesting access now files your ask as the ticket it becomes - the row fills in as you type, and sending starts a real reply-within-a-day meter. The form underneath is unchanged.
  • Pricing does the arithmetic in the open. a stepper works your team's yearly total against the published rates of HaloPSA, Atera, and Freshdesk, and the founding-customer promise became a ledger of twenty cells filled from the live subscription count.
  • The comparison pages are set as ledgers - the other tool's honest case first, sources dated, every figure auditable - and each security claim now carries its machine fact in a mono margin beside the prose.
  • No popups, no chat bubble, no cookie wall, no countdown. Said once on the page, and true everywhere.

31 July 2026

The site steps into the light

  • tend.support now speaks the same design language as the product. The whole site sits under the app's lit canvas - gently bright at the top, deepening toward the edges - and every card became a frosted pane. a hairline of light along the top edge, resting on a soft shadow instead of drawn in a box.
  • The inbox on the home page is now the real anatomy. the instrument deck across the top (Open with its fortnight sparkline, Unassigned with the oldest wait, Due soon, Breached breathing), and SLA state as the thin luminous meters agents actually see - silent inside target, full and glowing when breached.
  • The portal section's dark band is now cut from the app's actual night palette rather than plain black, keycaps and feature chips catch the same top-edge light as the app's controls, and the navigation frosts over the page from the same glass as the app's sidebar.

31 July 2026

Correspondence, machined

  • Every email the platform sends learned a new language. System emails now open with a postmark - a small state dot, a word, and the ticket number (Received, Resolved, Waiting on you) - so the state reads before the first sentence does. Replies stay exactly what they were, a person's words with nothing above them; their state moved to a quiet seam underneath.
  • Each email's one action is now a proper button - Track this request, Sign in to the portal, Add the files - instead of a bare link in a sentence. In your own templates, any paragraph holding just a link becomes the button automatically; links mid-sentence stay links.
  • Resolved emails ask their one question as two buttons - 'Yes, all good' and 'Not really' - that land on the tracking page with that answer already highlighted. Nothing records from the email itself, so a mail scanner opening links can't rate on your customer's behalf.
  • A document chase now lists what's missing as an open-circle checklist, and the weekly desk digest became a proper instrument. the four numbers in a hairline band, the week's stories under small headings, and a customer's best words set in type of their own.
  • Every email now ships with a designed dark mode - the same calm palette, tuned for readers whose inbox runs dark instead of inverted by force.
  • The email footer gained a second style. alongside the freehand rich-text designer, 'Logo & lines' signs every email off with your square logo (or an automatic monogram tile) beside two lines you choose - your name, and a quieter row for what you do or where you are. Settings previews it on light and dark grounds side by side.
  • The portal header can wear the same mark. choose 'Square & lines' in Settings > Portal and the top of your portal shows your square logo (or the monogram tile) beside your name and a small-caps second row, in place of the classic logo. And a logo next to the SUPPORT tag now sits properly aligned.

30 July 2026

A lit canvas

  • The app's surfaces learned about light. the canvas is gently lit from above instead of flat paint, cards catch a hairline of light along their top edge and rest on a soft shadow, and the sidebar, stat band, and toolbars turn faintly frosted. Same layout, same colors' meaning - everything just sits in the room better, in both day and night themes.
  • The blue sharpened a step to match - links, active filters, and selections carry a touch more voltage without getting louder.
  • SLA state became an instrument. at-risk and breached rows show a thin meter filled to how much of the target is actually gone, beside the same plain fact ('due 2h', 'breached 3d'). Breached meters are full and breathe slowly - and so does the inbox's breached tally - until someone answers. Rows inside target stay silent, exactly as before.
  • The Reports band grew sparklines. New and Resolved carry their last fortnight as a small line beside the figure, so the number arrives with its direction.
  • Writing a reply now feels like the room going quiet. while the composer holds your cursor it lifts and wears a soft ring - blue for a reply, amber for an internal note - and the app's frame dims around it. The conversation and the ticket's facts stay at full brightness; they're what you're writing from.
  • A new voice to go with the new light. the whole app (and site) now sets in Schibsted Grotesk - sharper and more instrument-like than the old face, same sizes and weights, so nothing moves except how it feels. Cards rounded a step softer, and primary buttons are cut like machined keys - graphite with a lit top edge (light metal at night).
  • The Inbox opens on a proper instrument deck now. six cells across the top - Open (with a fortnight sparkline), Unassigned (and how long the oldest has waited), Due soon (and when the next deadline lands), Breached (naming the worst offender), Your approvals, and Tasks. Every number is still a live filter; approvals and tasks moved up into the deck instead of sitting as rows between you and the tickets.
  • The rest of the app caught up with the deck's grammar. page titles carry their context as a small engraved line above (queue, lens, date - or a ticket's number, queue, type, and how it arrived), list groups are labelled outside their panes with a rule that fades away, request types read as three-letter codes with the full name a hover away, and the ticket's next step is now the one glowing band on the page.
  • Watchers now take anyone. type any email address on a ticket's Watchers row and that person - a stakeholder at the client, a vendor - receives copies of public replies and the resolved note. They never get the tracking link (that stays the requester's), and every add is audit-logged.
  • Your customers' portal now takes its whole look from your one accent colour. washes, glows, focus rings, even the button metal all derive from the hex you set in Branding - and the home page leads with the question ('What do you need help with?'), an answer-search that can solve it on the spot, and problem-first request cards. Every link and rule works exactly as before.
  • The app's rail slimmed to a dock. the same ten places as three-letter codes with full names on hover, search one click (or ⌘K) away, timers breathing at the foot, and everything else behind one ⋯. Phones keep the full-word menu.
  • Instruments spread to where decisions happen. SLA clocks draw their meters right on the ticket's rail, a running process shows its progress as a small meter, the reports page speaks the same language (area trend with a lit endpoint, attainment meters, a satisfaction split strip), and the calendar's process spans became threads of light - named once, then a thin bright line. Settings switches glow when on, and every input sits recessed into the surface instead of drawn on it.

18 July 2026

The truth about every send

  • A reply email that fails at the provider now says so, immediately. a red entry on the ticket timeline, a notification to whoever wrote the reply, and the ticket stays put instead of moving to Waiting - because the ball never actually left your court. Before, a refused send looked exactly like a successful one.
  • And failed emails don't stay failed. every refused requester email is parked in a durable outbox and retried on a widening schedule (a minute, then five, then longer) whenever the app is open - when it finally goes through, the ticket gets a quiet 'delivered on retry' entry closing the loop.
  • Scheduled replies can no longer vanish. a send that keeps failing preserves your words as an internal note on the ticket and tells you, instead of silently discarding them.
  • The inbox's Older / Newer links stopped teleporting you to the marketing homepage.
  • An email that arrives while the system hiccups can no longer be lost. incoming mail is processed with a crash-safe handshake, so the provider's retry picks it back up instead of being waved off as a duplicate.
  • Ticket numbers are now reserved atomically - two requests arriving in the same instant can never be issued the same number, whichever door they came through.
  • First-response SLA tells the truth. a reply that never reached the requester doesn't stop the clock - the moment it actually arrives is what counts.
  • Trials run 14 days now - enough time to forward your mailbox, import your clients, and live with real tickets before deciding.
  • Adding a user now invites them. they get a sign-in email on the spot, the team page shows who hasn't accepted yet with one-click resend, and the setup checklist ticks when a teammate actually signs in - not when a row exists.
  • Offboarded staff can no longer reach the customer portal - old tickets and a familiar email domain used to be enough to sign back in; revocation now wins over every path.
  • Billing got guard rails. changing plans routes through the Stripe billing portal instead of risking a second subscription, and seat counts reconcile against Stripe daily.
  • Each workspace keeps its own clock properly now, and your sign-in email is read-only on your profile - it's how your session finds your account, so editing it could lock you out.
  • One plan now. everything Tend does, $29 per agent per month. The old Starter/Team/Business tiers mostly weren't enforced anyway - now the price is the whole story, and the first 20 workspaces keep it for as long as they stay subscribed.
  • Requesting access from the site now answers back. you get a receipt straight away, and a human is alerted the moment your request lands - so 'within one business day' is a promise with a mechanism behind it.

17 July 2026

Work first

  • The Inbox opens on the work now. the three stat cards compressed into one ruled line of live tallies, approvals wait as a single row, and the tasks list folds to its count - expanding right there when you want it, check-off boxes intact. Tickets start a whole card-stack sooner.
  • Group and Sort moved in together. one Arrange menu on the worklist holds both side by side, and the button always names the current arrangement so nothing hides behind a click.
  • Tickets lead with resolution. the ticket's next step - a blocking approval, the runbook's next task - is a band right under the header instead of a line buried in the details card. Status and owner stay in the rail, where long stage names and long names get room to breathe.
  • Settings on a phone stopped scrolling sideways. one Section button opens the whole grouped settings map as a sheet.
  • The Calendar reads as an agenda on phones - overdue, today, tomorrow, this week - because a seven-column month at phone width is an overview nobody can actually read. The desktop month grid is unchanged.
  • The sidebar learned its own signature. the active destination wears a small accent underscore - the same mark the wordmark ends in - which glides to wherever you go next and pulses while a page loads (the wordmark stretches in sympathy). Rows got taller and properly pressable, counts roll when they change, the bell swings once when something new arrives, search reads 'Search or jump to…' with a real keycap, and the Inbox now stays lit while you're inside a ticket. Reduced motion switches all of it off.
  • The rail's account row is just your mark and your workspace now - you know your own name, and long ones truncated badly. The mark itself grew up. avatars are dusty colour discs now - circles, mid-deep with luminous initials, flat and hairline-bordered, one consistent register from Coral to Bronze, with their own tuned night values in dark mode - and the colour is yours to choose on your profile from nine named, individually tuned presets, a deep navy Ink sitting among the blues, and two true neutrals - Graphite and Silver - or Automatic - real monogram previews, a check for the chosen one, and an 'Appears as' strip showing your mark at the sizes Tend actually draws it. Initials stay your name's own.
  • The portal is private now - full stop. Every page asks visitors to sign in once (an emailed link, no password), and from there the form already knows who they are. no name and email fields to retype, just "Updates go to you@company.com". Links and references alone show nothing; colleagues at a client's claimed email domain can sign themselves in without being added first; and your Portal preview signs you in as yourself automatically.

16 July 2026

Emails that read like a person wrote them

  • Every customer email got a rewrite. the receipt is now one sentence with the ticket number carrying the tracking link, agent replies end with a single 'View the full conversation' link instead of a raw URL, and the resolved email is a fact plus a 'Rate how this went' link - no dashes, no plumbing explanations, no coaxing. Emails also now fill the reader's window like a personal email instead of a fixed newsletter column.
  • Templates can hyperlink words. put {{link}} behind any text in the editor and the words carry the URL - the tracking-links email uses it to list each request as its own link.
  • Every queue gets a default request type, so email tickets always land typed - your pick per queue, with rules and AI triage still refining when they know better.
  • Settings → Email reads as fact now. each queue's incoming and outgoing addresses shown as settled values with an Edit button, proof-based status dots, and the address customers actually write to observed from real mail rather than typed in.
  • The private, sign-in portal is now the default for new workspaces - customers get accounts without passwords. Link-only mode stays one setting away.
  • Guides can belong to one client - or several - picked from a searchable list at creation or later, and a client guide marked portal-visible is served only to that client's signed-in portal users. a 'Your guides' shelf, direct links, attachments, and suggestions all scope-checked.
  • Portal engagement is now a metric. every customer view of a ticket is recorded and shown as quiet Portal activity sections on the organization and person pages - proof a reply was seen.
  • Ticket rail rows fold when you click anywhere else, the Google Groups unsubscribe footer is stripped from incoming email automatically, and the portal sign-in page joined the portal's grid.
  • Replies carry files now. an Attach button and drag-and-drop right on the composer - staged files upload with the send and arrive as real email attachments, ride scheduled sends and the undo window (undo takes them back too), and show on the customer's portal page.
  • Attachments grew up. customers now see their own files on their portal page (agent uploads stay internal), screenshots show as thumbnails on the ticket instead of filename chips, and agents can remove an attachment - audit-logged, with an honest timeline note.
  • Forgot your password? The staff sign-in page can finally answer. an email reset link, worded so the form can't be used to probe who has an account.

15 July 2026

Billing you can see through

  • Expense connectors now show their working. every sync leaves a per-organization dollar receipt under the connection, each unmapped provider customer shows exactly how many lines and dollars are being held back (and warns before old lines age out of the sync window), and 'Don't bill this customer' is now its own decision - deliberately excluded customers no longer read as unfinished mapping.
  • Mapped a provider customer to the wrong organization? Fixing the mapping now offers to move the past imports too. one click re-points every un-invoiced expense to the right organization, audited. Expenses already on an invoice stay put and are called out, so a billing record never changes under you.
  • Syncs refuse to be silently incomplete. if a provider returns more history than one pass will walk, the sync fails loudly instead of importing a partial month.
  • Replies can introduce themselves your way. each queue chooses its From name style - the company name, the replying agent's name, or 'Adam at Technovo' - alongside its own sending address. Automatic emails always use the company form.
  • The email footer is yours to design. Settings → Email now has a rich-text footer editor - logo, address, phone, whatever you like - with one toggle to ride it on the bottom of every customer email. When it's on it takes over the sign-off, and previews show exactly what sends.
  • Request-type fields now live on the ticket. change a ticket's type and its questions appear in the details card - filled answers as facts, gaps as quiet dashes - editable in place by agents, and by the requester on their portal page. Required fields gate resolving only: a ticket can be worked, moved, or deleted with gaps, but not closed off around them.
  • Portal links got serious about privacy. a tracking link's secret is swapped for a session cookie on first click and never sits in the address bar, links retire a month after a request resolves (the page offers fresh ones by email), and a new Private mode in Settings → Portal means links alone show nothing - every view requires the requester to sign in, which also gives your clients a real account with all their requests in one place.
  • Provider invoices are first-class now. Billing → Provider invoices shows each Pax8 invoice per client - your cost, the on-bill total at your markup, and whether it's landed on a Tend invoice yet. One click creates the client's invoice from it; afterwards the row links straight to the invoice that covers it. The totals reconcile against Pax8's actual bill to the cent.
  • Mapping a provider customer to an organization now imports its held-back lines on the spot - no second trip to Sync now - and each organization's page carries its own recent-expenses ledger, so imported lines are findable where the client lives, not only under the month-filtered expenses page.

13 July 2026

Signal over noise

  • Invoices push to your books. connect Xero or QuickBooks under Settings → Integrations and every Tend invoice lands there as a draft, one click from the invoice page, GST-aware, idempotent - push twice, get the same draft.
  • Quiet AI, when you want it. a Draft a reply button that writes from your guides and past resolved tickets - always editable, never sent for you; inbound emails get their request type suggested silently; long tickets carry a one-line 'where this stands'. All of it appears only when an API key is configured, and none of it shouts.
  • Tend installs now. add it to your home screen or dock from any browser, and turn on push notifications in your profile to get assignments, replies, mentions, and SLA alerts even when the tab's closed.
  • Sign in with Microsoft or Google. staff SSO matched to existing seats by verified email - no new accounts sneak in - live the moment it's configured in the Supabase dashboard.
  • Switch in an afternoon. dedicated Zendesk and Freshdesk importers plus a documented CSV template under Settings → Import - upload the export, preview exactly what's coming (problems flagged by row), then import. History arrives silent: no emails to old requesters, no webhook storms, timestamps preserved.
  • Slack and Microsoft Teams get their voice. paste an incoming-webhook URL in Settings → Integrations, pick your events (assignments, mentions, requester replies, SLA breaches), and Tend posts once per moment - never once per watcher. No app to install, no OAuth dance.
  • Monday morning now opens with your desk in your inbox. the week's four numbers, the worst broken promise in business hours, the best words a requester left, the oldest ticket still open, and what comes due next week - one quiet email, and one click in your profile turns it off.
  • Tend opened its API. bearer-key /api/v1 for tickets, contacts, organizations, and assets, plus signed outbound webhooks (ticket created/updated/resolved, SLA breached) with automatic retries - keys, hooks, and a delivery log live under Settings → API.
  • Search now reads the whole ticket. ⌘K matches words inside descriptions and comment threads, shows the exact line with your term highlighted, and jumps straight to the ticket.
  • Billing is now fully self-serve. an Open billing portal button in Settings → Subscription opens Stripe's own portal for invoices, payment method, plan changes, and cancellation - you never have to email anyone to leave, and every visit lands in the audit log.
  • The keyboard finally has a map. press ? anywhere for the shortcut sheet, a / s open assignee and status on a ticket, and g then i / g then t jump to the inbox and tasks.
  • Public holidays now pause SLA clocks. list your workspace's days off in Settings → General - or add the AU national holidays for 2026-2027 in one click - and every queue running on business hours skips them like a weekend. A ticket arriving Christmas Eve isn't breached by Boxing Day; the clock waits for the next working day. 24/7 clocks keep running, as they should.
  • Try the portal on the marketing site - the spotlight mock is now a working three-beat demo. pick a desk, send a request, watch the loop close.
  • Every reply now gives you ten seconds to change your mind. the toast reads 'Sending…' with an Undo, and undoing puts your words straight back in the composer - the requester never knows. A quiet Later button beside Send reply schedules a reply for in an hour, tomorrow 9am, Monday, or any time you pick; pending sends sit on the ticket as a row you can edit or cancel right up until they go, and the first-response clock counts from when the email actually leaves.
  • Snooze a ticket (press e) and it steps out of your Mine lens until later today, tomorrow, next week, a date you pick - or until the requester replies, which wakes it with a notification. It's personal. the ticket's status, SLA clocks, and your teammates' inboxes never notice, and a quiet 'N snoozed' row brings yours back whenever you want a look.
  • Two trust pages went up. /security says exactly where your data lives and who touches it - no badges, just facts; /status is a self-hosted status page whose uptime bar is measured by cron-fed database round trips, not asserted.
  • Every consequential change - who, what, when - now lands in Settings → Audit. deletes, settings edits, role and access moves, merges, spam decisions. Filter by person or area; the day-to-day ticket work stays on each ticket's own timeline where it belongs.
  • SLA on the worklist now tells you the number that matters. a quiet chip reading 'breached 3d' or 'due 2h' on the rows that need you, and nothing at all on the rows that don't. When most rows shouted, none did.
  • The asset register stopped restating the obvious. 'in use' is silence now, so storage, repair, and retired actually stand out.
  • On the Calendar, long-running work says its name once - in the week it started - and hums along as a thin thread through the weeks after. Each week's fresh work stands proud again.
  • A ticket nobody has replied to yet opens on its full activity instead of an empty Comments tab, the empty description card folded into one '+ Add a description' line, and Delete moved into a quiet ⋯ menu in the ticket's header.
  • Removing a contact or an expense now happens instantly with an Undo in the toast - no more 'Are you sure?' for things that can come back.
  • The list instruments reached the rest of the house. Assets gained Sort (name, oldest hardware, renewal soonest, highest value - ordering inside your lens groups), Guides gained Group (visibility or client) and Sort, Processes gained run filters (status, template) and Sort including closest-to-done, and Tasks gained Group (by person or linked ticket) and Filters (recurring, linked) - with drag-ordering untouched as the default.
  • Reports is now yours to shape. a Sections menu switches off the panels you don't use (saved to your profile - and hidden sections skip their queries, so the page gets faster too), and an Export menu downloads any table as CSV - breaches, by queue, volume, satisfaction comments, resolved by person - honouring the period you're viewing.
  • Reports now lists every SLA breach in the period you're looking at - not just the ones burning right now. Each row shows which target was missed, how far over it went in business hours (worst first), who it was assigned to, and whether it has since been resolved.
  • Queue settings show the readable part of each portal link ('Portal link · /it-support'); clicking still copies the full address.
  • On your phone the worklist's Group, Views, Columns, and Filters controls fold behind one 'View options' row, and the controls that used to appear only on hover - bulk-select, column reordering - are simply always there on touch.
  • The rail slimmed down to what's truly a place. Work is just your Inbox and Tasks. Notifications moved out of the nav and into a quiet bell beside your name - silent when you're caught up, one small pill when you're not, and a click shows the latest few with mark-all-read, right where you are. The rail also holds its frame now: search pinned at the top, Settings and your identity pinned at the bottom, only the places scrolling between them.
  • The rail tells you more at a glance. Inbox carries the open-ticket count in the same quiet voice as Tasks (the loud pill stays reserved for unread notifications, now capped at 9+), a hairline separates the places from the utilities, and your name - not just your avatar - opens your profile.

13 July 2026

One worklist

  • The Views menu is now the one home for keeping an arrangement. save it as a named view, make it how your Inbox opens (your default is marked in the list), or let either go - no more loose links floating on the toolbar. Admins pin team-default columns from inside the Columns picker. The keyboard-hint line under the list retired; the shortcuts still work.
  • Filters became chips. pick a property from the Filters menu, pick its value, and it lands as a compact chip you can change or remove in place. The filter list can grow forever without the toolbar growing at all.
  • One toolbar everywhere. search, Group, Views, Columns, and Filters are the same instruments on every list now. The asset register's always-open filter row folds behind the same quiet Filters pill the worklist uses, and Guides, Processes, and Forms gained the toolbar they were missing (guides filter by portal visibility and client).
  • The Agenda (deadlines first, overdue in red) is now a built-in view on the worklist - pick it from the Views menu. The Calendar opens from a button beside New ticket and goes straight to the month grid.
  • One segmented control everywhere. Mine/Everyone on Tasks, the people book tabs, activity lenses, the theme switch - all the same instrument now, same size, same weight. The task quick-add row's fields match its buttons.
  • Queues stopped being places you drill into. your Inbox is the one list of everything, and a queue is now just a filter on it. Work across every queue at once, or apply the queue filter (and save it as a view) when you want to focus - no more in-and-back-and-in-again.
  • Queue links in ⌘K open the filtered worklist, saved views moved into a Views menu right on the toolbar, and the rail lost a nav entry - queue management lives in Settings.
  • Teams with a single queue never see a queue filter at all.
  • Group by anything you can filter on - status (the default), queue, request type, requester, owner, or SLA - from the new Group control, or turn grouping off for one flat list.
  • One-click Clear wipes every active filter and leaves your columns, sort, and grouping alone.
  • Add organizations before the work arrives. a just-signed client gets their billing shape, kind, and email domain set up front - the first email from anyone at that domain lands on their account automatically, nothing to untangle later.

12 July 2026

Your list, your columns

  • Every column on the Inbox and queue lists is now yours to arrange. drag ID, status, SLA, owner - anything except the subject - into any order, remove what you don't need, add what you do. One list in the Columns picker controls it all.
  • Untick everything for a subject-only list. Saved views and pinned team defaults remember your arrangement.
  • Requester and request type each choose their seat. inline after the subject (as always), as their own sortable column, both, or neither.

11 July 2026

Small sharpenings

  • The Inbox's All / Mine / Unassigned tabs became one control with live counts, sitting in a single toolbar with Columns and Filters.
  • System events in the timeline (assignments, status moves, rule runs) now read in the machine's own small voice, so the conversation stands out from the bookkeeping.
  • On your phone, a ticket's details fold behind one line - who it's for and how the SLA stands - so the conversation leads.
  • The setup checklist's progress now lives quietly at the bottom of the sidebar until you're done setting up.
  • Keyboard hints under the inbox list. j/k to move, enter to open, x to select, ⌘K for anything.

10 July 2026

A quieter, sharper Tend

  • Every page opens with a proper masthead - larger, tighter titles that give each screen its own presence.
  • The summary numbers on the Inbox and Reports now share one instrument with Assets. a single ruled strip where every tally is also a filter - click Unassigned and you're looking at them.
  • A whisper of depth. cards and panels now sit on the page instead of being drawn on it. You'll feel it more than see it.
  • The workspace switcher and the sidebar's utility row were tidied to match the rest of the house.

9 July 2026

Dark mode

  • Dark mode. follows your system by default, with a manual switch at the bottom of the sidebar (Auto / Light / Dark). Your customer portal stays exactly as you branded it.
  • Reports grew up. 12-month trend lines for SLA attainment, satisfaction, resolve speed and time-in-waiting; live SLA breach and aging-ticket lists; and a printable per-client service report to send with the invoice.

9 July 2026

Clients can sign in, automation arrives, email gets beautiful

  • Client portal sign-in. your customers enter their email, click a link, and see their requests - with your choice of visibility (own requests only, org owners see everything, or full org transparency).
  • Automation rules. route by keyword, chase silent requesters, close stale tickets - every run recorded on the ticket's history.
  • Emailed tickets keep their formatting. images, links, and signatures render properly, long emails fold like Gmail, and attachments land on the ticket.
  • Spam quarantine. flagged mail is parked for review instead of cluttering your queues - restore the real ones with one click, nothing is ever silently dropped.
  • Ticket import. moving from Zendesk or Freshdesk? Their CSV exports import as-is, history and requesters intact.
  • First contact creates the contact. new requesters join People automatically, with their organisation inferred from a company email domain.

8 July 2026

Subscriptions, seats, and a settings spring-clean

  • Card billing is live. pick a plan in Settings, and seats follow your team automatically - add an agent, a prorated seat is added; remove one, it's credited.
  • Users and access levels. Admins and Agents take a licensed seat; Finance and Viewer users sign in free.
  • Request types own their whole form. rename the subject field, drop Details or Attachments, reorder questions, and show questions only when an earlier answer calls for them.
  • Lists. reusable choice sets (offices, hardware, roles) that forms point at - update the list once, every form follows.
  • Settings reorganised into five sections, with creation tucked behind quiet + Add rows.