Core Product Updates: 02/17/2026
February 18, 2026
We are excited to introduce a new feature that enhances communication for support tickets. Our latest update ensures that all relevant parties stay informed about ticket activities through email notifications.
What’s New This Week
Email Ticket Updates
Automatic email notifications keep requesters and support teams informed on ticket activity.
Category-Based Alerts
Support team members receive emails when tickets are created in their assigned category.
Comment Updates
Requesters and support staff receive email updates when new comments are added to tickets.
Internal Notes Stay Internal
Internal comments never trigger emails—keeping private notes private and notifications relevant.
Email Notifications for Support Tickets
We’ve added email notifications that keep support teams and requesters informed throughout the ticket lifecycle.
Email notifications are sent to support team members when a new ticket is created in their category
Requesters receive email updates when support staff comments on their tickets
Support team members are notified via email when a requester comments on a ticket
Internal comments do not trigger email notifications
Why it matters: Faster response times, clearer communication, and fewer “status check” messages—without exposing internal notes.
Release Notes
- Implemented email notifications for new ticket creation and updates
- Enhanced communication between support teams and requesters
- Streamlined notifications to exclude internal comments