# July 2026 updates - Ticket replies in your Sent folder, readable XLSX exports, and outgoing email tracking > July highlights: replies in your mailbox's Sent folder, readable XLSX exports, outgoing email tracking, and faster ticket search. - **Authors**: Sagar Anadkat - **Published**: 2026-08-10 - **URL**: https://www.neeto.com/neetodesk/blog/july-2026-updates-ticket-replies-in-your-sent-folder-readable-xlsx-exports-and-outgoing-email-tracking - **Page title**: NeetoDesk July 2026: Sent folder sync & more - **Meta description**: July highlights: replies in your mailbox's Sent folder, readable XLSX exports, outgoing email tracking, and faster ticket search. - **Keywords**: NeetoDesk, NeetoDesk July 2026, helpdesk software, customer support, ticket exports, Sent folder, email tracking, ticket search, and automations --- In July at NeetoDesk, we focused on syncing ticket replies to your mailbox's Sent folder, making ticket exports easier to work with, and showing every outgoing email on the ticket itself. We also sped up ticket search, added new API options, and fixed bugs across automations, forms, and dark mode. Here's everything we shipped in July 2026 in NeetoDesk. ## New Features 🚀 ### Ticket replies in your mailbox's Sent folder When a mailbox is connected, replies that agents send from tickets now also [appear in that mailbox's Sent folder](https://help.neetodesk.com/articles/ticket-replies-in-your-mailbox-sent-folder). Gmail already worked this way; Outlook and custom mail server connections now save a copy of each delivered reply too, so the conversation in your mailbox matches what the customer received. Outlook mailboxes connected before this change start receiving copies after you reconnect them once. ### Ticket exports, now XLSX with readable columns [Ticket exports](https://help.neetodesk.com/articles/export) now download as XLSX and include columns you can read without cross-referencing IDs: the requester's and agent's name and email on every row, plus a conversation column carrying the full thread in plain text with the author and time of each message. Tags and custom fields are included as well, with dropdown values shown as their labels. ### Every outgoing email, tracked on the ticket Open **Show activities** on a ticket and you can now see [every email NeetoDesk sent for it](https://help.neetodesk.com/articles/ticket-activity-log): automation replies, customer satisfaction surveys, SLA escalation emails, and agent notifications, each with its recipient and time. Emails that failed to send appear too, so you can tell whether the customer received a message without leaving the ticket. ## Enhancements ✨ - Searching the tickets list is faster on large accounts and no longer times out. Search matches the ticket number, subject, and customer name or email. - Move a ticket to trash straight from the actions menu on the ticket page, instead of going back to the list to do it. - Emails arriving in a connected Microsoft mailbox now become tickets within about a minute, down from up to five. - The mobile app can now notify you the moment a customer replies to a ticket. The alert goes to the ticket's assigned agent and the members of its assigned team, and each person can turn it on or off in their notification preferences. - [API] Tickets returned by the [API](https://apidocs.neetodesk.com/api-reference/tickets/list) now include their created and updated timestamps, and the ticket list can be sorted by either one, so you can pull the oldest waiting tickets first. - [API] [MCP tools](https://help.neetodesk.com/articles/mcp) now follow the same role permissions as the web app, so a connected account can only see and change what its role allows. ## Bug fixes ⚒️ - Customer emails in dark mode now display on a white background, the way mail apps show them, so text styled by the sender stays readable. - An automation rule with overlapping triggers, such as "Ticket is updated" plus "Category is changed", now runs its actions once per change instead of once per matching trigger, which was sending duplicate emails. - Automation rules using the "Any customers involved in the conversation" trigger now fire when the original requester replies, not only when a CC'd customer replies. - Two tickets created at the same moment can no longer end up sharing a ticket number, which could make one ticket's page show another ticket's content. - The help article picker in the reply editor now shows articles filed inside nested categories, and search finds them at any depth. - Pre-filled ticket form links work again, and the link preview no longer shows raw HTML tags. - Agent phone numbers are now saved when editing a team member's details. - A ticket whose content couldn't be parsed no longer breaks automations for that ticket or triggers duplicate notification emails. That's everything we shipped in July. Follow us on [X (Twitter)](https://twitter.com/neetodesk) and [LinkedIn](https://www.linkedin.com/company/neeto) for the latest updates, or join our [Slack](https://neeto.com/community) community to share feedback and feature requests. See you next month!