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Changelog

What’s New in HelpSpot

New features and improvements, release by release. Subscribe to the RSS feed to follow along.

Release notes
Featured

MCP Server

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.

  • Works with Claude, ChatGPT, Cursor, and any MCP-compatible client
  • One-click OAuth or personal API tokens
  • Agents inherit your permissions, with an optional read-only mode
  • Tools for requests, knowledge base, reporting, and discovery
MCP Setup Guide

Set request status from the email parser

A new ##hs_status:N## tag lets incoming email set a request's initial status, joining the existing category and assignment tags.

Release notes
Featured

Native Customer Satisfaction Surveys

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.

  • Three scoring types: CSAT (1–5), loyalty (0–10), thumbs up/down
  • Signed survey links, so scores can't be spoofed
  • Survey Trends and Survey Responses reports
  • Filter and automation conditions on scores and comments
Explore Satisfaction Surveys
Release notes

API rate limiting

Centralized rate limiting across all public-facing endpoints, with limits configurable via environment variables.

AI meta fields in filters

Out of Office Detected and Auto Categorized are now filter columns and conditions in filters, automations, and triggers.

Release notes

Sending mailbox in filters

Filter and display requests by their sending mailbox in filters and triggers.

Release notes

System Announcements

Send in-app announcements to all staff from a new admin UI. Useful for system issues and upcoming events.

Staff notification templates

Separate, customizable email templates for staff new-request and request-update notifications.

Expand To recipients as CC

A new option adds additional To recipients as CCs, keeping every party visible on the thread.

Release notes
Featured

Customer Wait Time Tracking

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.

  • Filter on customer wait time
  • Trigger automations and workflows from wait thresholds
  • Prioritize responses to protect response times
Watch the overview

Workday scheduling for recurring requests

A new "Every Work Day" option creates recurring requests only on business days.

Release notes

Reports API

Programmatic access to reporting data through the API.

CSV data with scheduled reports

Scheduled reports can now attach their data as a CSV file.

Email subject trigger condition

Use the email subject as a condition in triggers.

AI summary language directive

Set the output language for AI-generated request history summaries.

Release notes

Annual and semi-annual recurring requests

New recurrence intervals for long-cycle tasks like renewals and audits.

Auto-assignment control

Optionally disable auto-assignment when a staffer replies to a notification on an unassigned request.

Reporting tag negation

Automation rules and filters can now negate reporting tag conditions.

SMTP options in the mailbox command

Configure SMTP settings for mailboxes from the command line.

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