What's new in There There?

New

• You can now add reactions to internal notes, with live updates so your team can quickly acknowledge or weigh in without extra replies.
• Workflow rules can now use a Smart condition to match incoming messages against a plain-language description, so you can route or handle tickets based on what they are actually about.
• Workflows can now let AI choose the best assignee from the people or teams you allow, helping route tickets without hard-coded rules.
• Webhook destinations can now receive an agent replied event, including the reply content and recipient details.
• Admins can now require two-factor authentication for workspace members, with a grace period for existing members and immediate enforcement for new ones.

Improvements

• Assignment emails now include a separate Close ticket action with a confirmation step, making it easier to wrap up resolved work from your inbox.
• Support bubble replies now stay in the visitor’s language more reliably, even when AI uses knowledge from sources in another language.
• Support bubble reply emails are now simpler and more direct, with a cleaner message and a direct link back to the conversation.
• New ticket links can now prefill the recipient email address, making it faster to start a message to the right person.
• Incoming form tickets now use the correct reply-to contact, so replies go back to the right person by default.
• Help center articles now store inline images more reliably, so image-heavy articles stay within text limits.
• You can now keep working on private ticket drafts through Ask There There and connected AI tools without sending anything by accident.
• Connected AI tools can now manage private ticket drafts with a separate permission, so you can allow draft help without allowing outbound replies.

Fixes

• Incoming emails with dark backgrounds are now made readable more reliably, so message text does not disappear against black or low-contrast backgrounds.
• Deleted tickets now disappear from the list right away, preventing them from briefly reappearing as you move to the next ticket.
• Switching workspaces now always loads the correct pages, instead of occasionally showing prefetched content from the previous workspace.
• Opening a new-ticket link with a prefilled recipient no longer immediately shows a save prompt before you make any changes.
• Reusing new-ticket links in the same browser session now keeps the correct recipient instead of carrying over the previous one.
• Assignment emails are no longer sent when a workflow immediately closes the ticket afterward.
• Custom field options are now better protected while usage is still loading, helping prevent accidental removals.
• Ticket filters and saved views now handle assignees and nested custom field choices more reliably.
• Ask There There, ticket updates, and hover cards now ignore stale responses more consistently, reducing cases where old data could briefly reappear.
• Closed tickets now reopen and return to the queue when a new bounce arrives, and message delivery rejections are shown more clearly in the thread.
• Saving workspace settings now works when your workspace already uses a reserved name, as long as you are keeping the same name.
• After confirming your identity with Google or GitHub, two-factor setup now returns you straight to Security and resumes where you left off.
• When no welcome buttons are configured, the support bubble now skips the empty menu and opens the message composer directly.

New

• You can now save quick prompts for your whole workspace, so admins can share reusable AI prompts with the whole team.
• Saved ticket views can now use their own sort order, including oldest-first for queues you want to work through from front to back.
• Workflow rules can now use the email address a message was sent to, making it easier to route or tag mail sent to specific aliases.
• Custom sidebar integrations now receive the ticket subject, number, and custom fields, so they can return more useful results without extra manual input.
• Outbound messages that bounce are now marked as bounced in the thread, so you can see when an email did not reach the customer.
• Support bubble visitors can now start conversations without entering an email address when you enable it for that bubble.
• Corner support bubbles now have configurable width and height settings, so you can better match the widget to your site.
• Trial workspaces on paid plans can now set a custom sender name, so outgoing emails can reflect your brand during the trial.
• Ticket notes can now be edited inline, so you can correct or update notes without leaving the conversation.
• Sidebar sections in the ticket list can now be reordered by drag and drop, so you can arrange them the way you work.

Improvements

• Long threads now open with the first and latest messages expanded, making it easier to see the context without extra clicks.
• Ticket browser tabs now include the channel name when available, so it is easier to tell similar tickets apart when you have several open.
• Tickets now show when another agent is preparing a reply, helping reduce overlap when multiple people are working on the same conversation.
• The support bubble now keeps streamed AI replies in view more smoothly while still letting visitors scroll back and read earlier messages.
• The support bubble header is simpler, with a direct transcript download button instead of a one-item menu.
• More support bubble text can now be customized and translated from the Text settings, including controls, labels, automatic messages, and error states.
• Leaving the support bubble welcome description empty now hides it, so you can use a cleaner launcher without fallback text.
• The support bubble handoff button is clearer and stands out more when visitors want to talk to your team.
• AI-based workflow tagging can now choose the most appropriate tags for you when you describe what each tag should be used for.
• Incoming email classification is now better at recognizing spam, auto-replies, delivery reports, and thanks-only replies, which helps automations behave more accurately.

Fixes

• Ask There There now retries certain failed chat sends automatically and reports failed AI stream requests more reliably, so messages are less likely to disappear with a vague error.

New

• You can now import Help Scout phone conversations as regular tickets, with call details kept as private notes and safer placeholder addresses when no customer email is available.
• Help Scout phone imports now let you add tags up front, with phone suggested by default so imported calls are easier to organize.
• The support bubble can now be customized with text size options and an optional secondary text color, with a live preview before you save.

Improvements

• Support bubble conversations now look and behave more like chat, including clearer message bubbles for visitors and agents and replies that switch to email automatically if the customer continues the conversation by email.
• Replying in support bubble tickets is now less confusing, with chat replies shown as chat instead of email and email-only fields hidden when they are not needed.
• You can now keep watching tickets even after they are closed, so important resolved conversations stay in your Watching list.
• Copying text between internal notes and replies now keeps the original line spacing intact.
• Ticket summaries now better match the language of the customer's actual message instead of being thrown off by signatures or footers.
• There There's own docs are now available inside Ask There There, and API setup pages now make the workspace ID easier to find when you need it.
• Ask There There now finds more relevant doc sections, including shorter ones and section headings, and picks up documentation changes sooner after they are published.
• Images in ticket emails now stay proportional more reliably when the conversation area gets narrow.
• The support bubble is now available on our marketing site and docs, so it is easier to ask us questions while browsing.

Fixes

• Fixed ticket list clicks so Command-click, Ctrl-click, Shift-click, and middle-click work like normal browser links again.
• Fixed narrow ticket layouts so opening the details panel no longer shifts the ticket list sideways and cuts off part of the workspace.
• Fixed incoming emails with unusually long sender names, addresses, or subject lines so they are stored instead of failing.
• Fixed workspace ownership verification for email aliases so one valid TXT record can verify all matching addresses on the same domain.
• Fixed iPhone composer zooming so focusing the reply fields no longer zooms the page and push parts of the composer off screen.
• Fixed the marketing site header so logged-out visitors no longer see a "Go to your tickets" button.
• Fixed the collapsed sidebar account menu so it stays on screen more reliably after resizing.
• Fixed the support bubble on our homepage so the chat widget now appears there as expected.

New

• You can now create service tokens owned by your workspace, so integrations keep working even if the person who set them up leaves your team.
• You can now import tickets from HelpSpot into an email channel, with progress updates, cancellation, and support for messages, notes, attachments, and merged history.

Improvements

• The ticket workspace has been redesigned with a cleaner layout, responsive details panels, and more reliable draft saving across replies, notes, forwards, and navigation.
• Long ticket lists now feel faster and lighter, especially in busy inboxes, by only rendering the rows you need as you scroll.
• Ticket lists and conversations load more efficiently, which helps large inboxes feel quicker to open and browse.
• Team and performance reports load faster by calculating more of the results directly in the database.
• The attachment view in a ticket now lets you search by filename, filter by sender, and sort files by oldest or newest.
• Agents can now delete saved draft tickets and discard reply or forward drafts without affecting the rest of the conversation.
• The admin area now has a more compact desktop layout, so tables, forms, and navigation fit more comfortably on screen.
• The channel email setup page now refreshes DNS checks automatically after you change a domain, with clearer guidance if records are still unavailable.
• Cleanup of old unused media is now easier to follow with visible progress while scanning and queueing deletions.

Fixes

• Fixed mobile replies so the typing area stays usable even when recipients wrap onto multiple lines or screen space is tight.
• Fixed pasted links in the reply editor so any text you type after the link stays outside the link.
• Fixed channel email domain changes so old DNS records are cleared out instead of lingering in setup.
• Fixed workspace API tokens so deleting their last allowed channel revokes access instead of accidentally broadening it.
• Fixed contact updates through the app and API so channel-restricted tokens cannot edit contacts they should not be able to access.
• Fixed outbound webhooks and other external requests so they do not follow unsafe redirects.
• Fixed the support bubble so fallback AI replies are not accidentally posted twice.
• Fixed media cleanup on S3-compatible storage so files are deleted more reliably and failed deletions can be retried without losing track of them.

New

• Help Scout imports now require each inbox to be mapped to an email channel before starting, so imported conversations go to the right place.
• You can now delete tickets through the API if you have permission, making it easier to manage tickets from your own tools.

Improvements

• Editing links in ticket replies is now easier with an inline editor for adding, updating, opening, and removing links without leaving the composer.
• CC recipients are now shown one per line in the ticket sidebar, with a copy button for each address and better wrapping for long email addresses.
• Deleted tickets are now recorded in the activity log, so your team has a clearer record of what happened.
• Mention styling is now more consistent and easier to read across the app.

Fixes

• Fixed a workspace switching issue that could briefly show settings from the previous workspace.
• Fixed the pricing page so it shows the right currency more reliably based on a visitor's location.
• Fixed new tickets so "Send & mark waiting" and "Send & close" now apply the selected status correctly.
• Fixed reply editor controls in dark mode so active formatting buttons are easier to see.
• Fixed attachment downloads so files keep their proper visible filename instead of a storage name.

New

• You can now create outbound email tickets through the API, so your own tools can start conversations without using the app.
• The ticket API can now apply tags by name when creating tickets, so integrations can add the right labels in one step.

Improvements

• Automatic email handling is now better at catching out-of-office replies and delivery bounces, helping keep unwanted auto-replies out of your inbox.
• Deleting very large channels is now more reliable, so old email addresses are properly freed up for reuse even when a channel has a lot of history.
• Tooltips now wait briefly before appearing and behave more smoothly as you move around the app.
• The app now uses an updated visual foundation with refreshed typography, colors, and shared interface styling for a more consistent feel.
• The Help Scout importer is now marked as beta so its current status is clearer.

Fixes

• Fixed MCP client registration for local tools that use a localhost callback, so those connections can complete setup successfully.

New

• You can now add custom fields to contacts, including showing important contact details in the ticket sidebar.
• You can now merge duplicate contacts so future messages from either address stay linked to the same person.
• Ticket attachments are now available through the API, so your own tools can download them with the same API token.

Improvements

• Reply templates now place your cursor on the first blank line when no cursor placeholder is set, so you can start typing in the right place.
• Logged-in teammates who open login, registration, or password reset pages are now sent back to the app instead of the marketing site.
• The API now uses clearer operation names, making documented CLI commands match what actually works.
• If an MCP connection check fails temporarily, previously available tools are now kept instead of disappearing.
• Imported HubSpot notes now show the teammate who originally wrote them, making conversation history more accurate.

Fixes

• Fixed an issue where starter inbox tickets could fail to send notification emails.
• Fixed a bug where retrying a failed outbound message could send the same email more than once.
• Fixed a problem where the support bubble could leave a customer’s page stuck and unscrollable after being hidden.
• Fixed public help center articles so the last updated date shows correctly again.
• Fixed API token settings so creating, saving, and deleting tokens no longer leave buttons stuck in a loading state.
• Fixed ticket list filters in the API so invalid filter values are rejected instead of returning the wrong tickets.
• Fixed ticket merges so undoing a merge restores the original ticket assignment.
• Fixed contact merge undo so you can only undo the most recent merge first, preventing contacts from ending up in the wrong state.
• Fixed email channel setup on shared domains so one workspace cannot claim or verify another workspace’s sending domain.
• Fixed an issue that could break saving our own support inbox settings on There There-managed domains.
• Fixed a signup issue where uploading a workspace logo could fail even though the workspace was created successfully.
• Fixed AI draft polishing so pasted screenshots no longer cause the request to fail.

New

• You can now group contacts into companies, with company pages that show related contacts and tickets in one place.
• Workspace admins can now add custom fields to tickets, including text, single-select, and multi-select fields, and use workflows to fill them automatically.
• The quick replies picker is now searchable by both name and message content, with previews to help you find the right reply faster.
• You can now import from Help Scout, with a setup flow that checks your connection and accessible mailboxes before you start.
• Companies are now available through the API, so you can create, update, and sync them from your own tools.

Improvements

• 💅 We have redesigned our entire marketing site
• The import tickets screen has been redesigned to make it easier to choose a source and review past imports in one shared history.
• Ticket reply notification emails now do a better job of showing the customer’s actual message, so important details are less likely to be lost in a summary.
• The support bubble now uses clearer wording when it hands a conversation from AI to a human teammate.
• Browser tabs now show when you have unread tickets, so it’s easier to notice new work without constantly checking the app.
• The contact picker on tickets has been moved into the contact card, making it easier to find without taking up extra space.

Fixes

• Fixed an issue where support bubble sessions could get stuck after expiring, so visitors can recover and keep chatting instead of being locked out.
• Fixed a composer crash that could happen while editing a reply, especially in translated pages or after certain delete actions.
• Fixed an issue where selecting an assignee who could not access a ticket could cause an error, and those teammates are now hidden from the assignee list.
• Fixed attachment size limits so uploads are less likely to fail unexpectedly and incoming email attachments are handled more reliably.
• Fixed an issue where setting up an email channel with a public mailbox address like Gmail could appear to work even though it could never verify.
• Fixed support bubble message duplication and cases where emailed replies showed the entire quoted notification inside the chat.
• Fixed ticket previews and message snippets so decoded text and paragraph spacing are shown more cleanly.

New

• Tickets now show a conversation-wide attachment summary, with a full file list you can open and jump from back to the message where each file was shared.
• Forwarding a ticket now includes the full customer-visible conversation by default, so it’s easier to pass along the full context without copying messages by hand.

Improvements

• When you pick an assignee, your own name now appears first in the list to make self-assignment quicker.
• Email channels can now keep receiving mail through an alias while sending replies from the channel’s primary address.

Fixes

• Fixed an issue where forwarded messages from support bubble tickets could appear in the chat but not actually be sent by email.
• Fixed an issue where support bubble conversations could stop updating if the live connection dropped, by automatically checking for new messages in the background.
• Fixed an issue where replies with inline images could fail to send because of invalid image attachment IDs.

New

• You can now move a ticket to a different channel from the ticket sidebar, with a confirmation step to help avoid accidental moves.
• Workspace admins can now import tickets from HubSpot if we enable the importer for this workspace, including conversations, contacts, attachments, and progress tracking for larger imports.

Fixes

• Fixed an issue where email notifications could be sent back into the same ticket channel and create a looping stream of duplicate tickets.
• Fixed an issue where support bubble tickets could fail to come through if the visitor’s page URL was unusually long.
• Fixed an issue where signing up with GitHub could fail if the account did not have a display name.

New

• You can now publish a public help center from your brain articles, with search, article navigation, and branding options like your logo, colors, tagline, and header links.
• Support bubbles now have customizable visitor-facing text, so you can tailor labels, messages, errors, and feedback copy to match your tone.

Improvements

• Public help centers are now better prepared for search engines and sharing, with cleaner previews, sitemap and robots support, slug redirects for renamed articles, and branded not-found pages.

Fixes

• Fixed an issue where support bubble conversations marked as AI-resolved could reopen but then stay stuck open instead of closing again or being handed off properly.

New

• You can now import tickets from Freshdesk, including attachments, to make moving to There There easier.
• Brain articles now support rich text formatting, so you can create more readable internal docs with headings, lists, and other styling.
• Workspace owners can now delete a workspace immediately from the scheduled deletion page instead of waiting for the grace period to end.

Improvements

• Replies now default to reply all and show the recipients up front, so it is easier to keep everyone from the original conversation included.
• Ticket lists now show the channel name when you have access to more than one channel, making mixed inbox views easier to scan.
• Brain docs indexing is more reliable for sites that offer Markdown, and the page counts now use clearer labels.
• AI chat replies now appear in a cleaner layout and include a copy button for quick reuse.
• Settings list cards are now more clearly clickable, making it easier to tell which items open a full settings page.
• Tabs across setup and reports pages now stay in the URL, so reload, back, and forward behave as you would expect.
• Delete sections across settings now use a more consistent design, making destructive actions easier to recognize.

Fixes

• Fixed horizontal scrolling in ticket messages so long content wraps more gracefully in the conversation view.
• Fixed garbled characters in some incoming emails caused by incorrect charset information.
• Fixed unwanted whitespace appearing while scrolling down certain pages.

New

• Docs pages now have a Copy page button that copies the full page as clean Markdown, making it easier to paste into your notes or an AI tool.

Improvements

• You can now only watch tickets that are open or waiting, so the watch option is clearer and no longer appears to do nothing on closed or spam tickets.
• Existing watchers are now kept when a ticket is closed and show up again if the ticket is reopened, so you do not need to rewatch it later.

Fixes

• Fixed the assignee and team hover states in the ticket sidebar so only the actual button highlights when you move your cursor over it.

New

• Tickets now show a personal unread indicator, so you can quickly see which conversations have new activity for you in views like My Open, My Waiting, Watching, and Assigned.
• You can now copy a direct link to a ticket or a specific message, making it easier to share the exact conversation with a teammate.
• Quick replies are now available when composing a brand new email, not just when replying to an existing ticket.

Improvements

• Switching views or filters now keeps the currently open ticket selected and in the URL, so links stay shareable and you do not lose your place.
• The new email composer now adds your channel signature automatically and updates it when you switch channels, without overwriting what you have already typed.
• The ticket list now shows the unread indicator and related menu options only in personal views, where read and unread status is tracked for you.
• Ticket view navigation now feels smoother, with the active sidebar highlight staying in sync while pages load.
• The ticket list has been polished with better alignment for unread dots and the subject edit icon.
• If you reconnect a sending domain that already exists in Postmark, There There now picks the correct domain so your email authentication records stay accurate.
• The tickets admin screen now uses a single search box to find tickets by ID, subject, or workspace.

Fixes

• Fixed an issue where deleting an email alias could fail even though the dialog closed as if it had worked.

New

• You can now save a new email as a draft and come back to it later, with attachments included.
• Reply and forward drafts now save to your account instead of just your browser, so they stay with you across reloads and devices.
• Filter tickets by date ranges like today, last 7 days, or a custom range.
• You can build views that show tickets based on who sent the most recent reply.
• Workflows can now react to tags being added or removed, and check whether a ticket has specific tags.
• Workflows can now add a teammate as a watcher automatically.
• API imports now support streamed file uploads and inline images, so moving tickets in with attachments is easier and more reliable.
• There’s a new API endpoint for importing historical tickets with their original messages, timestamps, and statuses.

Improvements

• The ticket list now keeps your place when tickets update or close, so you can work through long lists without being bumped back to the top.
• The AI assistant now understands the current date and time, which makes answers involving deadlines and relative dates more reliable.
• The AI assistant can now use custom sidebar details, like account or subscription info, when answering questions.
• Pasting into the AI chat composer now always strips formatting, so your message stays clean and consistent.
• If you enter a server URL without https://, it will now be filled in for you automatically.
• Assignment emails now use clearer wording when a ticket was assigned automatically rather than by a specific person.
• The workspace members page now loads faster and is easier to search, with server-side pagination.
• Support agents using the There There sidebar integration can now see more helpful account context, including the workspace name and how long a customer has been subscribed.
• Support-bubble conversations that are handed off from AI to a human can now notify your team through workspace notification destinations.
• Notification destinations now have a tidier actions menu, support test notifications, and ask for confirmation before enabling or disabling a destination.
• Brain sub-pages now return you to the correct tab when you go back or cancel.
• The onboarding checklist now uses clearer wording for connecting your email.

Fixes

• Fixed an issue where sent replies could still show up as drafts.
• Fixed an issue where revisiting a ticket could reopen the composer with a reply you had already sent.
• Fixed AI chat failures caused by unsupported characters in MCP connection names.
• Fixed the delete-workspace dialog so validation errors stay visible instead of closing the window right away.
• Failed MCP connection attempts no longer leave behind broken partial connections.

New

• Make the support bubble your own: hide the launcher, center it as a modal, and add custom welcome HTML and compose prompts.
• Added a Data Processing Agreement, adapted from Mailcoach.

Improvements

• The welcome logo is larger and automatically normalized, so brand marks always read clearly.
• You can paste images straight into the AI chat composer.

Fixes

• Stopped the support bubble flashing white after the first AI reply.
• Fixed corrupted AI greetings for contacts with accented names.

New

• "Waiting until" lets you snooze a ticket so it reopens automatically at the time you pick.
• Merge duplicate tickets into a single thread, with a one-click undo if you change your mind.
• A new "on no reply" workflow trigger sends service level reminders, with an optional business-hours clock.
• Give each channel its own email signature and "From" sender name.
• See email read receipts, powered by Postmark open tracking.

Improvements

• Redesigned the workflows list, grouped by trigger with drag-to-reorder and explanatory tooltips.
• API tokens now carry a purpose and a read-only or read-and-write permission. "Connected AIs" is now "Connected apps".
• The AI can set a color when it creates a tag, and now references tickets by their number.
• Ticket assignees are notified of private notes without needing an @mention.

Fixes

• Fixed the support bubble allowlist that could block the widget on every page.
• Fixed a crash when a delete-ticket workflow ran during inbound email processing.

New

• Registration is now open to everyone, no invite required.
• Outbound webhook notifications let you forward ticket events to your own systems.
• Added a sitemap and schema.org structured data so the marketing site is easier to find.

Improvements

• Hardened the site with a content security policy and HSTS.
• Added canonical tags and a clearer page title across the marketing pages.
• Interactive controls now show a pointer cursor.

Fixes

• Restored the missing rel="noopener noreferrer" on the footer link.

Improvements

• Tidied up the ticket row styling in the inbox.

Fixes

• Stopped the composer from sending a message twice on a quick double click.
• Fixed a retry button that could stay stuck on a failed message.
• Restored presence, so you can see who else is viewing a ticket.

New

• New signups now receive a short early-access survey, so we can shape There There around what teams actually need.