5 months ago 2/10/2026

Updates & Bug Fixes

CX Manager

• Improved the workflow for handling inbound emails to closed cases with proper case cloning and linking to the cloned case.
• Fixed an issue where new users created with only numbers in their user ID would encounter errors on daily use of CXME.
• Fixed an issue where some phone transcripts were not properly saving on a Cases.

Forms

We recently launched our new Forms product including a new drag and drop builder, customer-facing forms with enhanced styling, and customizable themes and branding options. We'll post a full update on this soon.

Knowledge

• Improved knowledge search by adding case insensitive matching and increased title matching boost to the algorithm.
• Improved HTML and CSS styling in knowledge articles, leading to fewer overrides, improved formatting, and cleaner code for editing.

Journeys

• Added custom status mapping for journey actions to have more control over exactly when an action progresses in a Journey.
• Improved styling of Journey builder and timeline with new component updates.
• Added search and filters to the journey builder list to make it easier to find the journeys you are looking for.

APIs

• Updated api/v3/issues/put to allow the waiting_reason field to be set via API to control the ready/waiting workflows via API.
• Updated the case created and updated webhooks to pass journey ID with the payload.

Security

• Improved security for SAML SSO related to IP whitelisting.
• Improved security for file downloads to prevent unauthorized access to files.

Alan Finlay