Changelog

What's new in Tend.

Every improvement as it lands, in plain words.

18 July 2026latest

The truth about every send

  • A reply email that fails at the provider now says so, immediately. a red entry on the ticket timeline, a notification to whoever wrote the reply, and the ticket stays put instead of moving to Waiting - because the ball never actually left your court. Before, a refused send looked exactly like a successful one.
  • And failed emails don't stay failed. every refused requester email is parked in a durable outbox and retried on a widening schedule (a minute, then five, then longer) whenever the app is open - when it finally goes through, the ticket gets a quiet 'delivered on retry' entry closing the loop.
  • Scheduled replies can no longer vanish. a send that keeps failing preserves your words as an internal note on the ticket and tells you, instead of silently discarding them.
  • The inbox's Older / Newer links stopped teleporting you to the marketing homepage.
  • An email that arrives while the system hiccups can no longer be lost. incoming mail is processed with a crash-safe handshake, so the provider's retry picks it back up instead of being waved off as a duplicate.
  • Ticket numbers are now reserved atomically - two requests arriving in the same instant can never be issued the same number, whichever door they came through.
  • First-response SLA tells the truth. a reply that never reached the requester doesn't stop the clock - the moment it actually arrives is what counts.
  • Trials run 14 days now - enough time to forward your mailbox, import your clients, and live with real tickets before deciding.
  • Adding a user now invites them. they get a sign-in email on the spot, the team page shows who hasn't accepted yet with one-click resend, and the setup checklist ticks when a teammate actually signs in - not when a row exists.
  • Offboarded staff can no longer reach the customer portal - old tickets and a familiar email domain used to be enough to sign back in; revocation now wins over every path.
  • Billing got guard rails. changing plans routes through the Stripe billing portal instead of risking a second subscription, and seat counts reconcile against Stripe daily.
  • Each workspace keeps its own clock properly now, and your sign-in email is read-only on your profile - it's how your session finds your account, so editing it could lock you out.
  • One plan now. everything Tend does, $29 per agent per month. The old Starter/Team/Business tiers mostly weren't enforced anyway - now the price is the whole story, and the first 20 workspaces keep it for as long as they stay subscribed.
  • Requesting access from the site now answers back. you get a receipt straight away, and a human is alerted the moment your request lands - so 'within one business day' is a promise with a mechanism behind it.

17 July 2026

Work first

  • The Inbox opens on the work now. the three stat cards compressed into one ruled line of live tallies, approvals wait as a single row, and the tasks list folds to its count - expanding right there when you want it, check-off boxes intact. Tickets start a whole card-stack sooner.
  • Group and Sort moved in together. one Arrange menu on the worklist holds both side by side, and the button always names the current arrangement so nothing hides behind a click.
  • Tickets lead with resolution. the ticket's next step - a blocking approval, the runbook's next task - is a band right under the header instead of a line buried in the details card. Status and owner stay in the rail, where long stage names and long names get room to breathe.
  • Settings on a phone stopped scrolling sideways. one Section button opens the whole grouped settings map as a sheet.
  • The Calendar reads as an agenda on phones - overdue, today, tomorrow, this week - because a seven-column month at phone width is an overview nobody can actually read. The desktop month grid is unchanged.
  • The sidebar learned its own signature. the active destination wears a small accent underscore - the same mark the wordmark ends in - which glides to wherever you go next and pulses while a page loads (the wordmark stretches in sympathy). Rows got taller and properly pressable, counts roll when they change, the bell swings once when something new arrives, search reads 'Search or jump to…' with a real keycap, and the Inbox now stays lit while you're inside a ticket. Reduced motion switches all of it off.
  • The rail's account row is just your mark and your workspace now - you know your own name, and long ones truncated badly. The mark itself grew up. avatars are dusty colour discs now - circles, mid-deep with luminous initials, flat and hairline-bordered, one consistent register from Coral to Bronze, with their own tuned night values in dark mode - and the colour is yours to choose on your profile from nine named, individually tuned presets, a deep navy Ink sitting among the blues, and two true neutrals - Graphite and Silver - or Automatic - real monogram previews, a check for the chosen one, and an 'Appears as' strip showing your mark at the sizes Tend actually draws it. Initials stay your name's own.
  • The portal is private now - full stop. Every page asks visitors to sign in once (an emailed link, no password), and from there the form already knows who they are. no name and email fields to retype, just "Updates go to you@company.com". Links and references alone show nothing; colleagues at a client's claimed email domain can sign themselves in without being added first; and your Portal preview signs you in as yourself automatically.

16 July 2026

Emails that read like a person wrote them

  • Every customer email got a rewrite. the receipt is now one sentence with the ticket number carrying the tracking link, agent replies end with a single 'View the full conversation' link instead of a raw URL, and the resolved email is a fact plus a 'Rate how this went' link - no dashes, no plumbing explanations, no coaxing. Emails also now fill the reader's window like a personal email instead of a fixed newsletter column.
  • Templates can hyperlink words. put {{link}} behind any text in the editor and the words carry the URL - the tracking-links email uses it to list each request as its own link.
  • Every queue gets a default request type, so email tickets always land typed - your pick per queue, with rules and AI triage still refining when they know better.
  • Settings → Email reads as fact now. each queue's incoming and outgoing addresses shown as settled values with an Edit button, proof-based status dots, and the address customers actually write to observed from real mail rather than typed in.
  • The private, sign-in portal is now the default for new workspaces - customers get accounts without passwords. Link-only mode stays one setting away.
  • Guides can belong to one client - or several - picked from a searchable list at creation or later, and a client guide marked portal-visible is served only to that client's signed-in portal users. a 'Your guides' shelf, direct links, attachments, and suggestions all scope-checked.
  • Portal engagement is now a metric. every customer view of a ticket is recorded and shown as quiet Portal activity sections on the organization and person pages - proof a reply was seen.
  • Ticket rail rows fold when you click anywhere else, the Google Groups unsubscribe footer is stripped from incoming email automatically, and the portal sign-in page joined the portal's grid.
  • Replies carry files now. an Attach button and drag-and-drop right on the composer - staged files upload with the send and arrive as real email attachments, ride scheduled sends and the undo window (undo takes them back too), and show on the customer's portal page.
  • Attachments grew up. customers now see their own files on their portal page (agent uploads stay internal), screenshots show as thumbnails on the ticket instead of filename chips, and agents can remove an attachment - audit-logged, with an honest timeline note.
  • Forgot your password? The staff sign-in page can finally answer. an email reset link, worded so the form can't be used to probe who has an account.

15 July 2026

Billing you can see through

  • Expense connectors now show their working. every sync leaves a per-organization dollar receipt under the connection, each unmapped provider customer shows exactly how many lines and dollars are being held back (and warns before old lines age out of the sync window), and 'Don't bill this customer' is now its own decision - deliberately excluded customers no longer read as unfinished mapping.
  • Mapped a provider customer to the wrong organization? Fixing the mapping now offers to move the past imports too. one click re-points every un-invoiced expense to the right organization, audited. Expenses already on an invoice stay put and are called out, so a billing record never changes under you.
  • Syncs refuse to be silently incomplete. if a provider returns more history than one pass will walk, the sync fails loudly instead of importing a partial month.
  • Replies can introduce themselves your way. each queue chooses its From name style - the company name, the replying agent's name, or 'Adam at Technovo' - alongside its own sending address. Automatic emails always use the company form.
  • The email footer is yours to design. Settings → Email now has a rich-text footer editor - logo, address, phone, whatever you like - with one toggle to ride it on the bottom of every customer email. When it's on it takes over the sign-off, and previews show exactly what sends.
  • Request-type fields now live on the ticket. change a ticket's type and its questions appear in the details card - filled answers as facts, gaps as quiet dashes - editable in place by agents, and by the requester on their portal page. Required fields gate resolving only: a ticket can be worked, moved, or deleted with gaps, but not closed off around them.
  • Portal links got serious about privacy. a tracking link's secret is swapped for a session cookie on first click and never sits in the address bar, links retire a month after a request resolves (the page offers fresh ones by email), and a new Private mode in Settings → Portal means links alone show nothing - every view requires the requester to sign in, which also gives your clients a real account with all their requests in one place.
  • Provider invoices are first-class now. Billing → Provider invoices shows each Pax8 invoice per client - your cost, the on-bill total at your markup, and whether it's landed on a Tend invoice yet. One click creates the client's invoice from it; afterwards the row links straight to the invoice that covers it. The totals reconcile against Pax8's actual bill to the cent.
  • Mapping a provider customer to an organization now imports its held-back lines on the spot - no second trip to Sync now - and each organization's page carries its own recent-expenses ledger, so imported lines are findable where the client lives, not only under the month-filtered expenses page.

13 July 2026

Signal over noise

  • Invoices push to your books. connect Xero or QuickBooks under Settings → Integrations and every Tend invoice lands there as a draft, one click from the invoice page, GST-aware, idempotent - push twice, get the same draft.
  • Quiet AI, when you want it. a Draft a reply button that writes from your guides and past resolved tickets - always editable, never sent for you; inbound emails get their request type suggested silently; long tickets carry a one-line 'where this stands'. All of it appears only when an API key is configured, and none of it shouts.
  • Tend installs now. add it to your home screen or dock from any browser, and turn on push notifications in your profile to get assignments, replies, mentions, and SLA alerts even when the tab's closed.
  • Sign in with Microsoft or Google. staff SSO matched to existing seats by verified email - no new accounts sneak in - live the moment it's configured in the Supabase dashboard.
  • Switch in an afternoon. dedicated Zendesk and Freshdesk importers plus a documented CSV template under Settings → Import - upload the export, preview exactly what's coming (problems flagged by row), then import. History arrives silent: no emails to old requesters, no webhook storms, timestamps preserved.
  • Slack and Microsoft Teams get their voice. paste an incoming-webhook URL in Settings → Integrations, pick your events (assignments, mentions, requester replies, SLA breaches), and Tend posts once per moment - never once per watcher. No app to install, no OAuth dance.
  • Monday morning now opens with your desk in your inbox. the week's four numbers, the worst broken promise in business hours, the best words a requester left, the oldest ticket still open, and what comes due next week - one quiet email, and one click in your profile turns it off.
  • Tend opened its API. bearer-key /api/v1 for tickets, contacts, organizations, and assets, plus signed outbound webhooks (ticket created/updated/resolved, SLA breached) with automatic retries - keys, hooks, and a delivery log live under Settings → API.
  • Search now reads the whole ticket. ⌘K matches words inside descriptions and comment threads, shows the exact line with your term highlighted, and jumps straight to the ticket.
  • Billing is now fully self-serve. an Open billing portal button in Settings → Subscription opens Stripe's own portal for invoices, payment method, plan changes, and cancellation - you never have to email anyone to leave, and every visit lands in the audit log.
  • The keyboard finally has a map. press ? anywhere for the shortcut sheet, a / s open assignee and status on a ticket, and g then i / g then t jump to the inbox and tasks.
  • Public holidays now pause SLA clocks. list your workspace's days off in Settings → General - or add the AU national holidays for 2026-2027 in one click - and every queue running on business hours skips them like a weekend. A ticket arriving Christmas Eve isn't breached by Boxing Day; the clock waits for the next working day. 24/7 clocks keep running, as they should.
  • Try the portal on the marketing site - the spotlight mock is now a working three-beat demo. pick a desk, send a request, watch the loop close.
  • Every reply now gives you ten seconds to change your mind. the toast reads 'Sending…' with an Undo, and undoing puts your words straight back in the composer - the requester never knows. A quiet Later button beside Send reply schedules a reply for in an hour, tomorrow 9am, Monday, or any time you pick; pending sends sit on the ticket as a row you can edit or cancel right up until they go, and the first-response clock counts from when the email actually leaves.
  • Snooze a ticket (press e) and it steps out of your Mine lens until later today, tomorrow, next week, a date you pick - or until the requester replies, which wakes it with a notification. It's personal. the ticket's status, SLA clocks, and your teammates' inboxes never notice, and a quiet 'N snoozed' row brings yours back whenever you want a look.
  • Two trust pages went up. /security says exactly where your data lives and who touches it - no badges, just facts; /status is a self-hosted status page whose uptime bar is measured by cron-fed database round trips, not asserted.
  • Every consequential change - who, what, when - now lands in Settings → Audit. deletes, settings edits, role and access moves, merges, spam decisions. Filter by person or area; the day-to-day ticket work stays on each ticket's own timeline where it belongs.
  • SLA on the worklist now tells you the number that matters. a quiet chip reading 'breached 3d' or 'due 2h' on the rows that need you, and nothing at all on the rows that don't. When most rows shouted, none did.
  • The asset register stopped restating the obvious. 'in use' is silence now, so storage, repair, and retired actually stand out.
  • On the Calendar, long-running work says its name once - in the week it started - and hums along as a thin thread through the weeks after. Each week's fresh work stands proud again.
  • A ticket nobody has replied to yet opens on its full activity instead of an empty Comments tab, the empty description card folded into one '+ Add a description' line, and Delete moved into a quiet ⋯ menu in the ticket's header.
  • Removing a contact or an expense now happens instantly with an Undo in the toast - no more 'Are you sure?' for things that can come back.
  • The list instruments reached the rest of the house. Assets gained Sort (name, oldest hardware, renewal soonest, highest value - ordering inside your lens groups), Guides gained Group (visibility or client) and Sort, Processes gained run filters (status, template) and Sort including closest-to-done, and Tasks gained Group (by person or linked ticket) and Filters (recurring, linked) - with drag-ordering untouched as the default.
  • Reports is now yours to shape. a Sections menu switches off the panels you don't use (saved to your profile - and hidden sections skip their queries, so the page gets faster too), and an Export menu downloads any table as CSV - breaches, by queue, volume, satisfaction comments, resolved by person - honouring the period you're viewing.
  • Reports now lists every SLA breach in the period you're looking at - not just the ones burning right now. Each row shows which target was missed, how far over it went in business hours (worst first), who it was assigned to, and whether it has since been resolved.
  • Queue settings show the readable part of each portal link ('Portal link · /it-support'); clicking still copies the full address.
  • On your phone the worklist's Group, Views, Columns, and Filters controls fold behind one 'View options' row, and the controls that used to appear only on hover - bulk-select, column reordering - are simply always there on touch.
  • The rail slimmed down to what's truly a place. Work is just your Inbox and Tasks. Notifications moved out of the nav and into a quiet bell beside your name - silent when you're caught up, one small pill when you're not, and a click shows the latest few with mark-all-read, right where you are. The rail also holds its frame now: search pinned at the top, Settings and your identity pinned at the bottom, only the places scrolling between them.
  • The rail tells you more at a glance. Inbox carries the open-ticket count in the same quiet voice as Tasks (the loud pill stays reserved for unread notifications, now capped at 9+), a hairline separates the places from the utilities, and your name - not just your avatar - opens your profile.

13 July 2026

One worklist

  • The Views menu is now the one home for keeping an arrangement. save it as a named view, make it how your Inbox opens (your default is marked in the list), or let either go - no more loose links floating on the toolbar. Admins pin team-default columns from inside the Columns picker. The keyboard-hint line under the list retired; the shortcuts still work.
  • Filters became chips. pick a property from the Filters menu, pick its value, and it lands as a compact chip you can change or remove in place. The filter list can grow forever without the toolbar growing at all.
  • One toolbar everywhere. search, Group, Views, Columns, and Filters are the same instruments on every list now. The asset register's always-open filter row folds behind the same quiet Filters pill the worklist uses, and Guides, Processes, and Forms gained the toolbar they were missing (guides filter by portal visibility and client).
  • The Agenda (deadlines first, overdue in red) is now a built-in view on the worklist - pick it from the Views menu. The Calendar opens from a button beside New ticket and goes straight to the month grid.
  • One segmented control everywhere. Mine/Everyone on Tasks, the people book tabs, activity lenses, the theme switch - all the same instrument now, same size, same weight. The task quick-add row's fields match its buttons.
  • Queues stopped being places you drill into. your Inbox is the one list of everything, and a queue is now just a filter on it. Work across every queue at once, or apply the queue filter (and save it as a view) when you want to focus - no more in-and-back-and-in-again.
  • Queue links in ⌘K open the filtered worklist, saved views moved into a Views menu right on the toolbar, and the rail lost a nav entry - queue management lives in Settings.
  • Teams with a single queue never see a queue filter at all.
  • Group by anything you can filter on - status (the default), queue, request type, requester, owner, or SLA - from the new Group control, or turn grouping off for one flat list.
  • One-click Clear wipes every active filter and leaves your columns, sort, and grouping alone.
  • Add organizations before the work arrives. a just-signed client gets their billing shape, kind, and email domain set up front - the first email from anyone at that domain lands on their account automatically, nothing to untangle later.

12 July 2026

Your list, your columns

  • Every column on the Inbox and queue lists is now yours to arrange. drag ID, status, SLA, owner - anything except the subject - into any order, remove what you don't need, add what you do. One list in the Columns picker controls it all.
  • Untick everything for a subject-only list. Saved views and pinned team defaults remember your arrangement.
  • Requester and request type each choose their seat. inline after the subject (as always), as their own sortable column, both, or neither.

11 July 2026

Small sharpenings

  • The Inbox's All / Mine / Unassigned tabs became one control with live counts, sitting in a single toolbar with Columns and Filters.
  • System events in the timeline (assignments, status moves, rule runs) now read in the machine's own small voice, so the conversation stands out from the bookkeeping.
  • On your phone, a ticket's details fold behind one line - who it's for and how the SLA stands - so the conversation leads.
  • The setup checklist's progress now lives quietly at the bottom of the sidebar until you're done setting up.
  • Keyboard hints under the inbox list. j/k to move, enter to open, x to select, ⌘K for anything.

10 July 2026

A quieter, sharper Tend

  • Every page opens with a proper masthead - larger, tighter titles that give each screen its own presence.
  • The summary numbers on the Inbox and Reports now share one instrument with Assets. a single ruled strip where every tally is also a filter - click Unassigned and you're looking at them.
  • A whisper of depth. cards and panels now sit on the page instead of being drawn on it. You'll feel it more than see it.
  • The workspace switcher and the sidebar's utility row were tidied to match the rest of the house.

9 July 2026

Dark mode

  • Dark mode. follows your system by default, with a manual switch at the bottom of the sidebar (Auto / Light / Dark). Your customer portal stays exactly as you branded it.
  • Reports grew up. 12-month trend lines for SLA attainment, satisfaction, resolve speed and time-in-waiting; live SLA breach and aging-ticket lists; and a printable per-client service report to send with the invoice.

9 July 2026

Clients can sign in, automation arrives, email gets beautiful

  • Client portal sign-in. your customers enter their email, click a link, and see their requests - with your choice of visibility (own requests only, org owners see everything, or full org transparency).
  • Automation rules. route by keyword, chase silent requesters, close stale tickets - every run recorded on the ticket's history.
  • Emailed tickets keep their formatting. images, links, and signatures render properly, long emails fold like Gmail, and attachments land on the ticket.
  • Spam quarantine. flagged mail is parked for review instead of cluttering your queues - restore the real ones with one click, nothing is ever silently dropped.
  • Ticket import. moving from Zendesk or Freshdesk? Their CSV exports import as-is, history and requesters intact.
  • First contact creates the contact. new requesters join People automatically, with their organisation inferred from a company email domain.

8 July 2026

Subscriptions, seats, and a settings spring-clean

  • Card billing is live. pick a plan in Settings, and seats follow your team automatically - add an agent, a prorated seat is added; remove one, it's credited.
  • Users and access levels. Admins and Agents take a licensed seat; Finance and Viewer users sign in free.
  • Request types own their whole form. rename the subject field, drop Details or Attachments, reorder questions, and show questions only when an earlier answer calls for them.
  • Lists. reusable choice sets (offices, hardware, roles) that forms point at - update the list once, every form follows.
  • Settings reorganised into five sections, with creation tucked behind quiet + Add rows.