2026-10-12

In the nine days since our last note, we shipped to production 29 times, and many improvements came straight from your Service Desk requests. Here are the highlights!

🔀 Reshape your item hierarchy

• Let one item type sit under several parent types, such as a Defect that can go under a Feature, an Epic or a Story.
• Change a parent's type and its children change with it. A preview shows what would be lost.
• Select a parent in an items table and choose Item Type in bulk edit to retype the whole tree at once.

📚 Choose parent item types · Retype a parent and its children

🕰️ Bring work in with its real history

With the new Backdate item history permission, admins can record when an item was really created, by whom, and when it changed status. Use the Items table, the Activity tab, the API, or the new Created Date and Completed Date columns in Import Templates. Reports then reflect when the work really happened.

📚 Correct an item's history · Import Templates

🚫 Spot cancelled work at a glance

The new Formatting Rules setting shows items in statuses you choose, such as Cancelled, with a red struck-through title on every screen.

📚 Set up Formatting Rules

⚙️ Smarter automations and fields

• Automations can create work items when an item is created. Runaway chains now stop after 25 runs, protecting your monthly allowance.
• The new Multiple Checkboxes field suits checklists.

📚 Automation chain limit · Custom fields

⏱️ Time reports you can trust

• Group User Time Tracking by a label group such as Home Team.
• Time logged on a teammate's card counts toward your own Persona.
• Open workload by persona and Excel exports show estimates in the hours entered.

📚 Group time by reporting team

💬 Customers can comment on help articles

Turn on Allow customer comments and signed-in portal customers can ask questions on an article. Staff reply publicly or add an internal note.

📚 Customer comments on articles

🎧 A more dependable Service Desk

• Portal requesters get their confirmation and replies right away.
• Customer emails show your inbox's Reply-From name alone.
• Choosing Unified can no longer erase an emailed ticket's text.
• Requests your own members email in now show their words in the portal.
• New request-form fields appear for customers as soon as you save.

✨ Smoother everyday work

• Copy Link pastes as the item's title and number in Teams, Outlook and Slack.
• The time estimate dialog updates as you type and explains why it can't save.
• Permission changes save without reloading the page.
• Plan Delivery opens in a new tab, and "Has a blocker" search returns only blocked items.
• Imports check every row first, so they never half-apply.

🗄️ For direct database users

Item type parents now live in work_type_parents. Select Sync Tables on older credentials.

📚 Database access