17-03-2026

✨ What's new

🎫 Advanced Ticketing — manage support end to end

Create, manage, collaborate on, and resolve support tickets without ever leaving Tactful. Tickets carry rich detail, custom fields tailored to your business, internal notes, and a direct link back to the conversation they came from.

• Create tickets from anywhere — from the Unified Inbox, a customer's profile, or a direct link — with the fields and validation your team needs.

• A complete ticket view — edit the subject and description inline, see full customer details, and resolve or delete in one click. The reporter, ticket number, creation date, and linked conversation are always in view.

• One place to see them all — a dedicated ticket list with your default and custom columns. Filter on any field, and bookmark or share a filtered view via its link.

• Comments & internal notes — discuss a ticket with comments (with attachments), or use private internal notes for agent-only context. Customer and agent messages are clearly distinguished.

• Loop people in — CC other agents or external email addresses on a comment, or use Notify on a note — recipients get an email.

• Attachments — upload, view, download, and remove files on both the create form and the ticket itself.

• Smart, cascading fields — set up dependent fields (up to three levels) so a choice in one field narrows the options in the next, keeping forms clean and relevant.

• Multi-party tickets — assign several agents and associate multiple customers with a single ticket for more complex cases.

• Forward a ticket — send ticket details to one or more external email addresses straight from the ticket view.

• Due date & source fields give agents the full picture at a glance.

• Cleaner email notifications — ticket emails have a refreshed design, with distinct subject lines for notes and comments so recipients can tell them apart instantly.

Open

Open

⚡ Resolve & Create — turn a conversation into a ticket in one tap

A new quick action in the Unified Inbox lets an agent wrap up a conversation and immediately create a linked ticket — with the conversation history attached and context pre-filled — in a single click.

📋 Personal FAQs for agents

Agents can now build their own private library of quick replies — snippets only they can see — right alongside the shared FAQ pool. Both appear as quick-reply options in the Unified Inbox, so the right response is always a click away.

📍 Richer WhatsApp messages

• Shared locations from WhatsApp customers now show as a proper location preview in the inbox, not a raw attachment.

• Replies to template buttons are now captured and displayed correctly.

🟡 "Not Ready" reasons

When agents set themselves to Not Ready, they can now pick a reason — giving supervisors clearer visibility into availability and break patterns.

🔧 Improvements & fixes

This release also includes a round of reliability improvements across messaging and monitoring — including more accurate timestamps in your local timezone, smoother handling of snoozed and resolved conversations, and several WhatsApp delivery fixes.