# October 2026 updates - Follow tickets, satisfaction responses and more > October highlights: follow tickets, see the ticket behind each satisfaction rating, Cc people on new tickets, and search inside conversations. - **Authors**: Sagar Anadkat - **Published**: 2026-11-10 - **URL**: https://www.neeto.com/neetodesk/blog/october-2026-updates-follow-tickets-satisfaction-responses-and-more - **Page title**: NeetoDesk Oct 2026: Follow tickets & more - **Meta description**: October highlights: follow tickets, see the ticket behind each satisfaction rating, Cc people on new tickets, and search inside conversations. - **Keywords**: NeetoDesk, NeetoDesk October 2026, help desk software, follow tickets, satisfaction ratings, Cc on new tickets, ticket search, and automation rules --- In October at [NeetoDesk](https://www.neeto.com/neetodesk), we focused on following tickets you aren't assigned to, seeing which ticket each satisfaction rating came from, adding people in Cc when you create a ticket, and recording feature requests without leaving the ticket. Here's everything we shipped in October 2026 in NeetoDesk. ## New features 🚀 #### Follow tickets You can now [follow a ticket](https://engage.neetodesk.com/changelogs/follow-and-unfollow-tickets) from the Followers section in its sidebar and get an email for every reply, even when the ticket isn't assigned to you. You can unfollow it when you no longer need those emails. You can also remove other people from the list, so someone who replied once stops getting every email. #### See which ticket each satisfaction rating came from Earlier, the customer satisfaction report showed only a total for each rating. It now [lists every response](https://engage.neetodesk.com/changelogs/individual-customer-satisfaction-responses) below the rating cards, with the ticket, customer, rating, comment and date. Selecting a rating card shows only the responses with that rating, and you can open a ticket from the list to find out what went wrong. #### Cc people when creating a ticket Earlier, you had to create a ticket first and add people in Cc on your first reply. The new ticket form now has a [Cc box](https://engage.neetodesk.com/changelogs/cc-people-when-creating-a-ticket) next to the customer's email. It suggests your existing customers as you type, accepts any other address, and everyone you add is copied on your team's replies from the first one. #### Record feature requests from a ticket You can now record a customer's feature request without leaving the ticket. Start a private note with fr, and NeetoDesk [adds the request to NeetoEngage](https://engage.neetodesk.com/changelogs/neetoengage-integration), as a new request or a vote on an existing one. The customer's name and email stay off the public roadmap. It's in early access, so email our support team to try it. ## Enhancements ✨ #### Search inside ticket conversations Search now [looks inside ticket conversations](https://engage.neetodesk.com/changelogs/search-inside-ticket-conversations), including customer messages, replies and notes, and shows the matching text under each result. The search box on the ticket list matches conversation text too. Type at least three characters to search inside conversations. #### Slack thread link on tickets When an automation rule posts a ticket to Slack, the ticket's sidebar now shows a [Slack thread section](https://engage.neetodesk.com/changelogs/slack-thread-link-on-tickets) with a View in Slack link and the time it was posted. You no longer have to search the channel for the right thread. #### Assign to the first responder in the group Two new automation actions, [assign to first responder from the assigned group](https://engage.neetodesk.com/changelogs/assign-to-the-first-responder-in-the-group) and assign to last responder from the assigned group, count only replies from team members in the ticket's group. If someone outside the group replies first, the ticket stays in the group's queue instead of losing its group. #### Ticket status in search results Search results now [show each ticket's status](https://engage.neetodesk.com/changelogs/ticket-status-in-search-results) beside its number and subject, in the label and color you set for that status. When several tickets have similar subjects, you can tell which one is still open before opening it. #### Time-based automation rules run every 15 minutes Earlier, time-based automation rules ran once an hour, and a run that started late could skip a ticket entirely. Rules now [run every 15 minutes](https://help.neetodesk.com/articles/time-based-automation-rules-skip-closed-tickets), and a late run still acts on the tickets it missed, so your rules act closer to the time you set. #### Customer portal shows your status labels and colors Earlier, the status badge in the customer portal showed your team's status names, such as On hold, in a fixed color. It now shows the [customer label](https://help.neetodesk.com/articles/customize-options-for-categories-statuses-and-priorities) and the color you picked for each status, the same wording customers already see in your emails. #### Emails in your customer's language Satisfaction survey emails and the [link at the bottom of reply emails](https://help.neetodesk.com/articles/customer-email-cta) now use the language set on the customer's profile, instead of always English. Notification emails to your team show that link in each team member's own language too. #### Customer email column on the ticket list The ticket list has a new Customer email column, so you can see who raised each ticket without opening it. It's shown by default, and you can hide or move it from the column picker. #### Copy a message with its formatting Each message on a ticket now has a Copy text option in its menu. It copies the message with its formatting, so you can paste it into a document or another reply as it looks on the ticket. #### Simpler Add new customer form The Add new customer form is now wider, and phone number and link rows appear only when you add them, so they no longer look like required fields. Long email addresses and company names in the customer list are now cut off neatly instead of running into the next column. #### API updates - [API] [Listing tickets](https://apidocs.neetodesk.com/api/tickets/list) can now filter by assignee, using their ID or email address, and by the date a ticket was created. - [API] [Creating a comment](https://apidocs.neetodesk.com/api/comments/create) has a new send\_email option that emails the reply to the customer, the same as a reply sent from NeetoDesk. - [API] [Updating a ticket](https://apidocs.neetodesk.com/api/tickets/update) can now add or remove tags without replacing the others, and set the assignee by email address and the group by name. - [API] The [agent and team performance reports](https://apidocs.neetodesk.com/api/reports/get-agent-performance) now return later pages with page\_number and page\_size, instead of only the first 30 rows. - [API] Our [MCP server](https://help.neetodesk.com/articles/mcp) can now filter tickets the same way the API does, read customers and ticket fields, and fetch reports with the previous period for comparison. ## Bug fixes ⚒️ - An automation rule that checks whether a message contains certain words no longer stops your other automation rules from running. - Replies no longer fail, or reach the customer twice, when a connected mailbox's mail server takes more than a few seconds to accept them. - A mailbox connected through a custom mail server no longer disconnects when the server is briefly busy or unavailable. - When a notification email to one follower fails, the other followers on the ticket still get theirs. - Replies from people who were on the To line of an earlier email on the ticket are now added to the ticket instead of being dropped. - Emails your team sends from a Gmail "Send mail as" address no longer create tickets. - Moving a ticket with a custom status to another workspace no longer fails. - Send and close and the Shift+C shortcut now point you to the empty field that's required for closing, instead of sending the reply on a ticket that stays open. - Slack threads for tickets no longer show a "Translation missing" message when someone changes a ticket field. - Ticket filters that combine "or" conditions with a later custom field condition no longer show an error. That's everything we shipped in October. Follow us on [X (Twitter)](https://x.com/neetodesk) and [LinkedIn](https://www.linkedin.com/company/neeto) for the latest updates, subscribe to our [YouTube](https://www.youtube.com/@neetohq) channel, or join our [Slack](https://www.neeto.com/community) community to share feedback and feature requests. See you next month!