Milestone M36 – smarter ticket APIs, custom domain links, Outlook replies fix & 90k tickets migration

Let’s go through what we got done in Milestone M36 (May05 – May18).

New features and enhancements 🚀

✅ Custom domain support in links

All links in the UI and emails now respect the workspace's custom domain, with sensible defaults and options where applicable.

✅ GitHub automation rule

An automation rule to add tags when a GitHub issue is created has been added and synced across all Help workspaces.

✅ Smarter ticket merges

Default comments for merged tickets now include links to all related tickets automatically.

✅ Separate loaders for sidebar sections

Shipped separate loaders for each subsection on the ticket details sidebar for better UX and performance.

✅ Ticket API improvements

• You can now specify custom fields when creating tickets via the API.

• Introduced a GET /tickets API endpoint with filtering and pagination support.

✅ UI and sidebar enhancements

• Ticket count label in the sidebar now reflects exact numbers, even beyond 999.

• Improved filtering in automation rules to allow ticket filtering by customer name.

✅ ActiveRecord cleanup

Addressed several issues flagged by the active_record_doctor gem.

✅ Bulk status updates fixed

Resolved a bug where logging activity during bulk status updates was blocking those updates.

Bug fixes ⚒️

✅ Precise finder search

Ticket number search in the finder is now accurate and reliable.

✅ Mailbox reconnect

Fixed an error preventing customers from reconnecting a manually added email to a mailbox via Google or Microsoft.

✅ Category-related ticket creation fix

Resolved an issue where tickets couldn’t be created if no default category was set.

✅ Outlook replies handling

Fixed a bug causing replies (to tickets created via API) to generate new tickets instead of being added as comments.

Completed investigations 🔍

✅ Custom email sending (DKIM/DMARC)

Explored support for sending emails via client-owned domains. A simpler solution was found and will be shipped in M37.

Data migration 📦

✅ Large-scale data migration completed

Successfully migrated ~90,000 tickets from a third-party helpdesk, requiring deep PostgreSQL-level optimizations.