HelpSpot 5.8.5

Updated: 16 Sep 2026, 11:30 AM EDT

Release Date: September 15, 2026

New Features

• Filter audit logs by request ID: Find audit log entries for a specific request using the new request ID filter. The filter also finds older entries that recorded the request ID in the previous format. See Audit Log.
• Last Public Staff Update filter column: Filters can now display and sort by the date of the most recent public staff update, separately from customer updates. The column is also available in filter CSV exports and through the API and MCP filter tools. See the Filter Display Columns Glossary and Exporting Filter Results to CSV.

Improvements

• Clearer first-response and customer-wait labels: Updated condition and column labels to clarify that first-response speed measures the time to the first response, while customer wait time measures time since the last customer update. The underlying calculations are unchanged, and saved filters, automation rules and reports continue to work as before. Three labels changed:

  • The condition Minutes since first response (all hours) is now First Response Speed All Hours (Minutes).
  • The condition Customer wait time (minutes) is now Wait Time Since Last Customer Update (minutes).
  • The display column Customer Wait Time is now Wait Time Since Last Customer Update.

  The two renamed conditions appear anywhere HelpSpot builds a condition list — filters, automation rules, reports and search — so the new labels show up in all of those places. See the Filter Conditions Reference, the Filter Display Columns Glossary, and Automation Rules.

Bug Fixes

• Queued automation rules use current settings: Automation rules now reload their current settings before running. Changes made while a rule is waiting in the queue are respected, and rules that have been disabled or deleted are skipped. See Automation Rules.
• Reply buttons recover after a failed session check: A temporary session-check failure no longer leaves the reply buttons disabled. HelpSpot displays an appropriate message and allows another attempt.
• More reliable form submissions after temporary connection errors: Background session-check errors no longer cause subsequent form submissions to fail.
• Duplicate content in HTML emails: Fixed an issue where some responsive email templates displayed both their desktop and mobile content, duplicating sections of the request body.
• Correct folders when editing another user's response: Administrators editing another user's private response now see that user's folders, preventing the response's folder from being unintentionally changed on save.
• Filters sorted by a deleted custom field: Saved filters that reference a deleted custom field for sorting now fall back to request ID sorting instead of failing. See Custom Fields.
• License upload from the expired-license screen: Fixed uploading a replacement license from the expired-license recovery screen.
• MCP personal access tokens: Connecting an MCP client with a personal access token failed with an “invalid token structure” error, because the server tried to validate every bearer token as an OAuth token first. The two token types are now told apart correctly. This affected all installations, not only those in a subdirectory. See MCP Server Admin Settings.
• MCP OAuth discovery in subdirectory installations: For HelpSpot installations served from a path rather than the root of a domain, OAuth discovery advertised endpoints without that path, so clients could not complete registration. The installation path is now preserved, and the /.well-known/openid-configuration document some clients expect is now served. See MCP Server Admin Settings.
• Maintenance commands report success correctly: Audit-log and login-history cleanup commands now return a successful exit code after completing, rather than reporting the number of deleted records as an error code.

Security & Dependency Updates

This release includes security hardening and dependency updates.