Product Updates

Feb 13, 2026

Service CRM Updates.2026.01

CSAT Surveys on Ticket Resolution Emails You can now automatically include CSAT survey links in emails sent using Send & Resolve or Send & Close. This reduces manual effort and increases response rates by ensuring surveys are always shared on resolution. To know more, refer to the CSAT Email Settings.   Enhanced Chat Agent Availability […]

Feb 13, 2026

Jan 15, 2026

Service CRM Updates.2025.12

View Support Tickets on Opportunities You can now view tickets tagged to opportunities directly from the Opportunity Details page. This provides full context at a glance and eliminates the need to switch between tabs. To get this feature enabled and configured on your account at no additional cost, contact your account manager, or write to […]

Jan 15, 2026

Dec 24, 2025

Service CRM Updates.2025.11

Reorder SLAs by Priority You can now reorder the SLAs Policies in your account to define their order of priority. The system evaluates the top SLA first and, if its conditions are not met, automatically moves to the next SLA, ensuring the most relevant SLA is applied to each ticket.   Instagram Permalink Support for […]

Dec 24, 2025

Nov 11, 2025

Service CRM Updates.2025.10

AI Agents for Automated Ticket Resolution Agentic AI Agents can now automatically respond to and close simple customer tickets using your organisation’s training resources, reducing agent workload and improving response times. To know more, refer to AI Agents.   Auto Quality Assurance Powered by Lexi AI Auto Quality Assurance (Auto QA) automatically analyses and rates […]

Nov 11, 2025

Oct 10, 2025

Service CRM Updates.2025.9

Add Tags Automatically with Automations Use Automations to automatically add tags to tickets, helping you organize and categorize them more efficiently.   Easily Include Multiple Email Recipients You can now copy and paste multiple email IDs into the CC and BCC fields while replying to customers from the Ticket Details page.   Consistent Sorting Across […]

Oct 10, 2025

Sep 11, 2025

Service CRM Updates.2025.8

Duplicate Detection Enhancements We’ve released the following Ticket Duplicate Detection enhancements – Include Support Email in Duplicate Identification – Now, you have the option to flag tickets as duplicates only when sent to the same support email ID. This ensures accurate tracking even if a customer contacts multiple support addresses. Deduplication for Automated Call Tickets […]

Sep 11, 2025

Aug 08, 2025

Service CRM Updates.2025.7

Introducing powerful enhancements to ticket management, search, chat, and feedback collection. From tags and email translation to improved search filters and flexible survey options, these updates are designed to boost efficiency and elevate customer engagement. Built-in Google Translate on Ticket Details On the Ticket Details page, you can now instantly translate any query using the […]

Aug 08, 2025

Jul 09, 2025

Service CRM Updates.2025.6

We’ve rolled out a series of updates to enhance visibility, control, and collaboration across your support workflows. From improved chat insights to smarter process tracking, here’s everything new.   View SLA Trigger Explainability for Tickets When multiple SLA policies are configured in your account, only one SLA policy is applied to a ticket. You can […]

Jul 09, 2025

Jun 10, 2025

Service CRM Updates.2025.5

We’re rolling out powerful updates to elevate service performance and control. From agent-level CSAT insights, multi-level SLA reminders and smarter workflows, to enhanced field permissions and improved chat experiences, these updates help your teams work intelligently and respond faster. New Service Chat Report – CSAT You can now view each agent’s average CSAT rating over […]

Jun 10, 2025

May 06, 2025

Service CRM Updates.2025.4

Chat Conversation Logs View detailed logs of all Service CRM chat conversations on your account, including chat handover time, agent details, assignment status, and more. To know more, refer to Chat Logs.   Assign Quick Reply Templates to Service Groups You can now assign Quick Reply templates to multiple Service Groups. This ensures that only […]

May 06, 2025