Skip to content
ticketdesk.ai
Docs menu

Changelog

What's new

Changes to Ticketdesk AI, the open-source chatbot, the help desk API and our support apps. Also available as changelog.json.

  1. File Viewer

    Added an in-app file viewer for supported images in tickets and chats. This will allow you to preview them directly in Ticketdesk instead of downloading them.

    Other files, such as PDFs, continue to download as before.

    Click on attachment

    File Viewer

    Images opened on the file viewer

    image

  2. AI vs Human agents report

    The new AI vs. Human Agents Report helps you track who’s resolving your customer support tickets. Compare AI and human agent performance to understand how your support team handles customer requests.

    AI vs Human agents report

  3. Chatbot suggestions

    Added suggestions feature on chat to make it easier for visitors to start a conversation with configurable chatbot suggestions.

    Chatbot suggestions

  4. Mark as Spam

    Added new feature to mark emails as spam with a single click to instantly block the sender and prevent future tickets from being created from that email address to save AI tokens.

    Ticketdesk AI automatically filters future incoming spam, keeping your inbox clean and helping your team stay focused on genuine customer requests only.

    Mark as spam

  5. Duplicate Agents

    Added duplicate agents feature to clone an agent’s prompt, description, settings, and configuration in a single click, making it easier to create similar agents without starting from scratch.

    Make a copy of Agents

  6. MCP Server

    Introducing MCP Server support - the fastest way to connect your AI tools with Ticketdesk AI

    With MCP (Model Context Protocol), you can now expose your customer support tickets to AI agents, enabling smarter automation, real-time responses, and more powerful integrations across your helpdesk.

    Add your MCP server configuration like this:

    {
  "mcpServers": {
    "ticketdesk": {
      "url": "https://api.ticketdesk.ai/mcp?apikey=[YOUR_API_KEY]"
    }
  }
}

    Check complete documentation here

    MCP server

  7. Search and Filter Logs

    You can now search AI automation logs using a Ticket ID.

    • Search automation logs by #ticket_id to trace exactly what actions the AI took for a specific ticket.
    • Easily filter results to debug issues, audit workflows, and understand AI behavior in detail.

    Search and Filter Logs

  8. GPT 5.2 for Customer Support

    We’ve added GPT-5.2 to connect your own model, giving you access to Open AI new model for customer support workflows.

    What’s new:

    • Improved response accuracy and reasoning
    • Better understanding of customer intent and context
    • More consistent and natural support replies

    You can now configure GPT-5.2 just like any other providers on your support agent and start using it immediately in resolving your customer support tickets with AI.

    GPT-5.2 for customer support

  9. Delayed AI Responses

    We’ve increased the max delay to up to 12 hours to configure your AI responses with random delay to make the responses more human like -

    Delayed AI Responses

    AI Chatbot

    Our open-source chatbot is now available in beta - ready to be embedded on your website for live human support + AI-powered customer assistance.

    Get started with the integration today, and contact our support team to request beta access.

    AI Chatbot

    AI Email Responses

    The AI Reply feature is now available for all accounts, enabling automated AI responses for every incoming ticket email, not just the first one.

    This means your AI agent can continue handling customer conversations over email and hand off to a human agent whenever necessary - for instance, if a customer says something like “I need a human agent.”

    Learn more about configuring and customizing AI responses here.

    image