August 2026

Staff can now generate a concise, AI-powered summary of any ticket conversation with a single click. The summary identifies the user's issue, key information shared, troubleshooting steps, and current status — so staff joining late can catch up in seconds instead of scrolling through hundreds of messages.

How it works

• Click the 🤖 Summarize button in any ticket, or use /summarize in a ticket channel.
• The AI analyzes the last 100 messages, labeling the ticket opener as [User] and support team members as [Staff] so it understands who said what.
• Summaries are cached per ticket — only the first generation costs an API call. A Regenerate button lets staff get a fresh summary when new messages come in.
• Each server gets 75 AI summaries per day. Cached re-reads don't count against the limit.
• The summary is cleared when the ticket closes.

Premium feature

AI ticket summaries are available on Premium and Whitelabel plans. Server admins can toggle the Summarize button on or off from the dashboard settings page under the new "AI summary" section, which also shows daily usage.

Powered by Google Gemini (gemini-3.1-flash-lite) on the free tier — zero cost per summary.

Ticket intake forms now support three new field types alongside the existing Text Input, String Select, User/Role/Channel/Mentionable Select, and File Upload:

• Radio Group — select exactly one option from a list of 2–10 choices. Ideal for priority levels, category selection, or any single-choice question.
• Checkbox Group — select one or more options via checkboxes (1–10 options). Configurable min/max selections. Useful for multi-select scenarios like available days or interests.
• Checkbox — a single yes/no checkbox for confirmations, acknowledgements, or opt-ins.

All new types support optional descriptions, per-option labels and values (max 100 characters), and are configurable from the dashboard modal builder. Documentation has been updated with configuration details for each type.

Restrict when tickets can be opened on each panel with configurable daily schedules. Set start and end times for each day of the week, choose a timezone, and decide what happens when users try to open tickets outside of support hours.

Out-of-hours behaviour

• Block Creation (default) — users cannot open a ticket. They see a customisable embed explaining support is unavailable.
• Allow with Warning — tickets can still be opened, but users receive a warning that response times may be longer.

Configuration

• Per-day enable/disable with start and end times (24-hour format).
• Quick presets: Business Hours (Mon–Fri 9–17), Copy to Weekdays, and 24/7.
• Customisable embed title, message, and colour for out-of-hours responses.
• Timezone selection per panel using any valid IANA timezone.

Free servers can configure support hours on 1 panel. Premium and Whitelabel servers can configure it on unlimited panels.

A new setting in the dashboard claiming section controls what happens to the ticket claim when a staff member uses /switchpanel to move a ticket to a different panel. If the claimer doesn't have access to the new panel's support team, one of three behaviours applies:

• Auto Unclaim (default) — the ticket is unclaimed and the claimer's access is removed. The panel switch proceeds.
• Block Switch — the switch is refused. The staff member must unclaim the ticket first.
• Keep Access — the switch proceeds and the claim is kept, even if the claimer's role isn't part of the new panel's team.

Every dashboard page now shows a loading skeleton that mirrors its actual layout — matching headers, content sections, card grids, and table structures. Previously, all pages shared five generic skeleton shapes that didn't reflect the page being loaded.

New page-specific skeletons were added for settings, tickets, panels, billing, whitelabel, SLA, modals, analytics, teams, blacklist, audit log, tags, and the server selector.

The /transfer command now supports customisable messages, just like claim and unclaim. Server admins can configure a custom embed or plain text message that gets posted in the ticket channel when a ticket is transferred between staff members. A new %target% placeholder is available for the receiving staff member's username.

Configuration is available in the Message Settings modal on the Tickets page.

When both the main ticket category and overflow category are full (50/50 channels each), the bot now shows the correct specific error message instead of a generic "unexpected error" — the helpful message was being swallowed by the outer catch block.