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Display and sort requests by the latest public staff response, separately from customer updates. Also available in CSV exports, the API, and MCP.
Filter audit logs by request ID to see activity for a specific ticket.
Mark requests as Spam or move them to Trash directly from ticket preview.
Include the latest private note alongside ticket data in filter CSV exports.
Get a warning when a field is still used by an automation rule, filter, or report.
Check email fetching, background workers, storage, and more from one dashboard. Administrators receive proactive alerts when HelpSpot detects a serious issue.
Open or download attached files from the workspace to confirm you've selected the right ones.
A new MCP tool retrieves complete individual request-history notes when an assistant needs more than a shortened preview.
HelpSpot now ships a built-in MCP server, so AI assistants can work your help desk directly. Point Claude, ChatGPT, or Cursor at your HelpSpot endpoint and agents can search tickets, draft and update requests, write knowledge base content, and pull reporting data.
A new ##hs_status:N## tag lets incoming email set a request's initial status, joining the existing category and assignment tags.
Customer feedback is now built in. Send CSAT, loyalty, or thumbs up/down surveys from outgoing email, collect scores on a customer-facing response page, and report on trends over time. No third-party survey tool required.
Centralized rate limiting across all public-facing endpoints, with limits configurable via environment variables.
Out of Office Detected and Auto Categorized are now filter columns and conditions in filters, automations, and triggers.
Filter and display requests by their sending mailbox in filters and triggers.
Send in-app announcements to all staff from a new admin UI. Useful for system issues and upcoming events.
Separate, customizable email templates for staff new-request and request-update notifications.
A new option adds additional To recipients as CCs, keeping every party visible on the thread.
Track how long customers have been waiting for a response. Build filters that surface the longest-waiting customers, drive automations from wait time, and prioritize replies so no one sits in the queue unnoticed.
A new "Every Work Day" option creates recurring requests only on business days.
Programmatic access to reporting data through the API.
Scheduled reports can now attach their data as a CSV file.
Use the email subject as a condition in triggers.
Set the output language for AI-generated request history summaries.
New recurrence intervals for long-cycle tasks like renewals and audits.
Optionally disable auto-assignment when a staffer replies to a notification on an unassigned request.
Automation rules and filters can now negate reporting tag conditions.
Configure SMTP settings for mailboxes from the command line.
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See what's new in HelpSpot: System Health monitoring, ticket preview actions, reporting improvements, and more. Explore the latest features, release by release.
