# September 2026 updates - Forwarded emails create tickets for the original customer, IP restriction, and a redesigned automation rule builder > September highlights: forwarded emails create tickets for the original customer, IP restriction, the redesigned automation builder, and API updates. - **Authors**: Sagar Anadkat - **Published**: 2026-10-09 - **URL**: https://www.neeto.com/neetodesk/blog/september-2026-updates-forwarded-emails-create-tickets-for-the-original-customer-ip-restriction-and-a-redesigned-automation-rule-builder - **Page title**: September 2026 updates - Forwarded emails, IP restriction and more - **Meta description**: September highlights: forwarded emails create tickets for the original customer, IP restriction, the redesigned automation builder, and API updates. - **Keywords**: NeetoDesk, NeetoDesk September 2026, helpdesk software, forwarded emails, IP restriction, automation rules, SLA policies, ticket search, and webhooks --- In September at [NeetoDesk](https://www.neeto.com/neetodesk), we focused on creating tickets for the right customer when a team member forwards an email, limiting access to your workspace by IP address, and bringing the redesigned automation rule builder to every workspace. Here's everything we shipped in September 2026 in NeetoDesk. ## New features 🚀 #### Forwarded emails create tickets for the original customer When a team member forwards a customer's email to your support address, NeetoDesk now [creates the ticket for the customer](https://engage.neetodesk.com/changelogs/forwarded-emails-now-create-tickets-for-the-original-customer) instead of the team member. Anything the team member wrote above the forwarded email is saved as a private note. This works with Gmail, Outlook, Apple Mail and other mail clients. It is now on for every workspace, and you can [turn it off](https://help.neetodesk.com/articles/use-original-sender-as-customer-for-forwarded-emails). #### IP restriction Admins can now [allow access to their workspace only from specific IP addresses or IP ranges](https://engage.neetodesk.com/changelogs/ip-restriction), so only people on trusted networks can view or work with your data. Your current IP address is added to the [allowed IP range](https://help.neetodesk.com/articles/adding-an-individual-ip-to-allowed-ip-range) automatically, so you don't lock yourself out. #### Redesigned automation rule builder for every workspace Every workspace now uses the [redesigned automation rule builder](https://engage.neetodesk.com/changelogs/redesigned-automation-rule-builder). Each rule reads like a sentence, such as "When a ticket is created, if the priority is High, assign it to the Escalations group", so you can see what a rule does at a glance. Your existing rules keep working and open in the new builder. ## Enhancements ✨ #### Rename built-in ticket statuses You can now [rename built-in ticket statuses](https://engage.neetodesk.com/changelogs/rename-built-in-ticket-statuses) such as New, Open and Closed. Renaming changes only the wording your team sees, so tickets keep their status, and your automation rules, views and canned responses keep working. #### Choose which ticket view opens first Earlier, NeetoDesk always opened the Unresolved view when agents signed in or clicked Tickets. It now [opens the first view in their sidebar](https://engage.neetodesk.com/changelogs/choose-which-ticket-view-opens-first), so you can pick the starting view by [reordering your ticket views](https://help.neetodesk.com/articles/views-show-open-tickets). #### Rebuilt search Search, which opens with Cmd+K on a Mac or Ctrl+K on Windows, has been rebuilt. It finds tickets by subject, ticket number, CC address or message text, along with customers and companies. Each result is labelled as a ticket, customer or company. #### Turn canned responses on or off Turning off a [canned response](https://help.neetodesk.com/articles/canned-responses) now hides it from your team when they reply to or create a ticket. Admins can also turn canned responses on or off from the list itself, using the new Active column. #### Ticket list remembers column widths Column widths you set on the ticket list are now remembered in your browser after a page refresh. The same widths apply to every ticket view, so you set them once. #### Previews for iPhone photos Photos attached in HEIC format, the default on iPhones, now show a preview on the ticket. Downloading the attachment still gives you the original file. #### Browser tabs show your organization's name The browser tab on your customer portal, ticket forms, approval pages and satisfaction survey pages now shows your organization's name instead of NeetoDesk branding, so customers see your name in their browser tabs, not ours. #### API updates - [API] You can now [attach files when updating a ticket or saving a draft reply](https://engage.neetodesk.com/changelogs/attach-files-to-ticket-updates-and-drafts-through-the-api), in addition to creating tickets and comments. The MCP server can attach files too. - [API] Listing tickets can now [filter by customer email address, customer ID, or the value of a custom field](https://engage.neetodesk.com/changelogs/filter-tickets-by-customer-or-custom-field-through-the-api), so you can fetch every ticket for one customer. - [API] Reply and note webhook events now [include the ticket's ID and number](https://engage.neetodesk.com/changelogs/ticket-details-in-reply-and-note-webhooks), so your system can tell which ticket a comment belongs to. - [API] Creating or updating a ticket with an unknown or malformed group or agent ID now returns an error, instead of clearing the field or failing with a server error. ## Bug fixes ⚒️ - Emails from colleagues using Microsoft Exchange or Outlook no longer land in Spam. - When an agent moves to another ticket in the inbox, the reply editor no longer keeps the previous ticket's CC address. - Restoring tickets from Trash a second time no longer sends them back to Trash. - SLA targets set in days now count working days, instead of treating each day as 24 working hours. - The SLA policy page now shows your workspace's own priority names instead of the built-in Urgent, High, Medium and Low. - When no SLA target applies after a ticket's priority changes, the ticket's old first response and resolution deadlines are now removed. - Changes to an SLA policy's description are now saved. - Closing a ticket now sends the satisfaction survey email in workspaces with an active SLA policy. - When you merge tickets, the ticket being merged away is now closed like any other closed ticket. - Replies sent from Outlook mobile or the new Outlook no longer bring the entire earlier conversation into the ticket. - Text a customer types inside their Gmail or Outlook signature area is no longer dropped from their reply. - The ticket description in emails that use the {{ticket.description}} placeholder now wraps to fit the reader's screen instead of breaking every 65 characters. - Filtering tickets by a custom text field no longer times out in large workspaces. - On the Ticket fields page, adding a priority or editing a status no longer crashes the page, and the status color picker applies the color you choose. That's everything we shipped in September. Follow us on [X (Twitter)](https://x.com/neetodesk) and [LinkedIn](https://www.linkedin.com/company/neeto) for the latest updates, or join our [Slack](https://www.neeto.com/community) community to share feedback and feature requests. See you next month!