The biggest support-operations release yet. Five new capabilities, all designed to work together:
Business hours
Define your working week in Settings → Business hours: weekly schedules local to a timezone, holidays, and a per-workspace default. Once an SLA policy selects a schedule, due dates accrue only during business hours — a ticket opened Friday evening is no longer "overdue" by Monday morning — and warning thresholds respect business time too. The engine handles daylight-saving transitions correctly.
Teams and assignment rules
Group agents into teams with per-member capacity limits. Tickets and projects get team pickers, and a team-owned project keeps its tickets with that team automatically. On top of teams sits a proper assignment engine: build first-match rules that filter by status, tag, or team and assign via round-robin (capacity-aware), account owner, or a specific person — optionally gated to business hours, with tickets queuing until someone is available. AI-created tickets and human handoffs route through the same rules, so a ticket lands with the right person no matter how it arrived.
Ticket custom fields
Define your own ticket fields workspace-wide in Settings → Ticket fields — seven types, with conditional visibility so a field only appears when it's relevant. Fields live in a new section of the ticket sidebar with the same inputs you already use elsewhere, values are validated on every write, and changes show up in the ticket's activity feed.
Closing rules and AI resolution review
You can now require certain fields — or a resolution comment — before a ticket can be closed. The requirement is enforced everywhere a ticket can be closed (sidebar, board, table, bulk actions, inbox), and a blocked close opens a "Document the solution" dialog right there, so compliance costs one step instead of a context switch. Optionally, turn on AI resolution review: each closing note gets scored against a substance rubric with a short coaching sentence, so "fixed" as a resolution note gets flagged. Automated closes stay exempt, so nothing deadlocks.
Pin what the AI must remember about a client
Client AI memory now supports pinning. Pin a fact — "always invoice in EUR", "escalations go to their account manager" — and it survives memory consolidation, leads the AI's context on every conversation, and is visible on the client card wherever it appears. The client profile also gains the full filter bars on its Related Tickets and Threads tabs, so you can slice a client's history the same way you do on the main pages.
Everything ships off by default: closing requirements and AI resolution review are toggles, and assignment only activates once you create your first rule. Turn on what you need in Settings.