May 2026 updates - Mailbox revamp, custom mail server support, and a rebuilt ticket form

In May at NeetoDesk, we focused on a refreshed mailbox experience, opening up connectivity to any mail server, rebuilding the ticket form with new ways to share it, and rounding out the consumer portal with SSO and dark mode. We also shipped read receipts, custom fields as variables, and several smaller improvements across forms, companies, and the API.

Here's everything we shipped in May 2026 in NeetoDesk.

New Features 🚀

A refreshed mailbox experience

The mailbox area got a full refresh. The list of connected mailboxes now shows each one as a card, and the screen for adding a new mailbox is cleaner. Editing an existing mailbox is split into two clearer tabs: Connect (where you pick your provider and sign in) and Settings (where you configure everything else). In-app warning banners are easier to read, and the email customers receive when a mailbox disconnects has been rewritten to clearly explain what happened.

Bring your own mail server

You can now connect any mail server to NeetoDesk, not just Gmail or Microsoft Outlook. If your team uses Zoho, Yahoo, FastMail, or runs its own email server, you can plug it into NeetoDesk and treat it like any other inbox. This is useful for teams that don't use Google or Microsoft email, or who want to keep their current setup as-is.

A rebuilt ticket form, with a new way to share it

The ticket form builder now takes up the full screen and is organized into two tabs: Build, where you design the form, and Share, where you hand it to your customers. The Share tab gives you four ways to distribute the form: a direct link, embed code for your website, a QR code, and quick social-share buttons. Posting your ticket form on a knowledge-base page or a social account is now a one-click job.

You can review form basics in the Ticket forms help article.

A more polished consumer portal

Following the consumer portal launch in March, May added several pieces that make it feel finished. Customers can now create a new ticket directly from the portal, sign in with Single Sign-On through your existing identity provider, and switch to dark mode. The portal header has been redesigned for a cleaner first impression.

If you're setting up SSO for the portal, see the Single Sign-on (SSO) help article.

Enhancements ✨

Tickets and forms

• Customer name is now prefilled on public ticket forms when the email matches someone already in your workspace.

• Forwarding an email to NeetoDesk turns it into a ticket, even when it comes from outside your connected mailbox. See Forward from any inbox.

• When a customer adds another email address while replying to a ticket, that address now shows up on the ticket detail page so agents can see it.

• Email replies now include read receipts so agents know when a customer has opened the message. See Read receipts.

• Custom fields can now be used as variables inside replies, canned responses, and automation rules. See Variable helpers.

• Filters are preserved when you move between tickets so you don't lose your spot.

• If you've turned off the customer confirmation email, the "View your ticket" button is now also hidden from the form's thank-you page, so customers don't see a button that leads nowhere.

Other improvements

• You can now create a company without specifying an email domain. Useful when a company doesn't have a single shared domain, or when you'd rather link customers to the company manually.

• Settings descriptions in the admin panel have been reworded for clarity, so it's faster to find what you need.

• [API] The public API now returns @-mentions on ticket comments, and a new webhook event fires when an agent is @-mentioned in a private note. See the List comments endpoint for the new mentions field.

Bug fixes ⚒️

• Fixed an issue where merging tickets could fail or leave the merge incomplete.

• Fixed a case where automation rules or canned responses could be saved with an empty message body.

• The "Save changes" button no longer stays enabled when there's nothing to save on the business hours page.

• Automation rules now run much faster on busy workspaces.

That's everything we shipped in May. Follow us on X (Twitter) and LinkedIn for the latest updates, or join our Slack community to share feedback and feature requests. See you next month!