2026-08-07

🧩 Templates

Most teams do the same shape of work more than once — a new value stream, a client onboarding, a launch checklist. Templates let you build that structure once and create it anywhere in your map in a few clicks.

• A new Templates module in the sidebar, with a library you can search and filter by All, Mine, Shared with me, and Organization. 📚 Templates overview
• Build it, or capture it. The visual builder authors ordered trees of workstreams, work items, and sub-items. Or skip the building entirely: right-click any workstream or item and choose Save as Template… to freeze it and everything under it. 📚 Creating a template
• Everything an item can carry comes along — descriptions, dates, assignees, teams, priorities, tags, estimates, board placement, and your custom fields.
• Fixed values, or questions. Templates start as plain fixed values and stay that way if you want. Turn Variables on and a field can instead ask at apply time — for a date, a person, a team, a board, a word, a number, or a choice you define. 📚 Variables
• Date a whole tree from one answer. Derive any date from a date variable plus a day offset, so prep work sits at −5 days and the first review at +14. Fill in one date and the schedule lays itself out.
• A preview that is exactly what you'll get. The apply flow shows a server-side dry run — "This is exactly what will be created. Nothing exists yet." — before anything is created. While you're still building, Try it does the same against your unsaved draft. 📚 Applying a template
• Private until you share it. New templates are visible only to you. Share with specific people, teams, or the whole organization, with an explicit exclusion available when a team grant reaches someone it shouldn't. Anyone who can see a template can duplicate it into their own copy. 📚 Sharing templates
• It tells you when it goes stale. Templates reference your live configuration, so DevStride watches it. Deleting a custom field, tag, or priority repairs affected templates automatically and notifies their owners; archiving a work type, team, board, or member flags them until you restore it. A template with a broken reference can't be applied. 📚 Template health

The Excel Import Template and Export as Template flows are unchanged and still available. Use Templates when it's a structure your team repeats; use Excel for a one-off bulk load.

📊 Service Desk reports

Support managers get a Reports tab with six built-in reports, each with its own date range, grouping, and CSV export. 📚 Service Desk Reports

• Created vs Resolved — are we keeping up, with the running backlog alongside.
• First Response Time and Time to Resolution — as median, P90, and average.
• SLA Attainment — how often you met the promise you made.
• Agent Activity — replies sent and tickets resolved per agent.
• First Contact Resolution — how often a ticket is solved without a second round trip.

Group any of them by Channel, Company, Work Type, Priority, or Agent. First Response Time grouped by Company shows which customers are waiting longest; grouped by Channel it shows whether email gets slower answers than the portal. Exports are queued as a background job so a wide date range doesn't tie up your browser.

Reports ship on the Service Desk Agent role template, so existing agents pick them up automatically.

🔒 Shared lists replace public links

Sharing a list of items outside your organization now goes through the Customer Support Portal, behind sign-in, instead of a public URL anyone could open.

• Save an items view as Visible to portal customers and choose the audience: all companies, or specific companies you pick.
• Recipients sign in to their portal and find it under Shared lists. They only ever see lists shared with their own company, and staff-only signals such as Customer Rank and Importance are stripped from what they see.
• Access is re-checked on every visit, so revoking it takes effect immediately.

📚 Shared Lists

🎯 Customer rank and importance

Tickets now carry two fields that record what the customer thinks, kept deliberately separate from your internal priority: Customer Rank for where a request sits in that customer's own ordering, and Importance — Critical, Important, or Nice to have. Both can be set inline or in bulk, and both work as columns and filters. Where they disagree with your internal priority is usually the conversation worth having.