# August 2026 updates - Auto-replies kept out of the inbox, custom ticket fields API, and importing your support history > August highlights: automatic replies kept out of the inbox, a custom ticket fields API, importing support history, and faster ticket navigation. - **Authors**: Sagar Anadkat - **Published**: 2026-09-08 - **URL**: https://www.neeto.com/neetodesk/blog/august-2026-updates-auto-replies-kept-out-of-the-inbox-a-custom-ticket-fields-api-and-importing-your-support-history - **Page title**: NeetoDesk Aug 2026: Auto-reply handling & more - **Meta description**: August highlights: automatic replies kept out of the inbox, a custom ticket fields API, importing support history, and faster ticket navigation. - **Keywords**: NeetoDesk, NeetoDesk August 2026, helpdesk software, auto-reply emails, out of office, custom ticket fields API, ticket import API, MCP server, and SLA --- In August at NeetoDesk, we focused on keeping automatic replies out of your inbox, managing custom ticket fields through the API, and importing your existing support history with its original dates. We also made ticket navigation faster, updated the MCP server, and fixed bugs across email threading, canned responses, SLA policies, and views. Here's everything we shipped in August 2026 in NeetoDesk. ## New Features 🚀 ### Out-of-office and automatic replies no longer become tickets When an autoresponder emails your mailbox outside an existing ticket conversation, NeetoDesk now [recognizes it from the standard email headers](https://engage.neetodesk.com/changelogs/automatic-replies-kept-out-of-your-inbox) and [moves it to spam](https://help.neetodesk.com/articles/when-a-ticket-is-marked-as-spam) instead of opening a new ticket in your inbox. An automatic reply to an existing ticket still threads into that ticket as a customer reply, so the agent can see the customer is away. NeetoDesk also never sends an automatic acknowledgement or automation email in response to an auto-generated email, so it cannot get into a reply loop with an autoresponder. Only that one email is affected; the sender is not blocked, and their next real email creates a ticket as usual. ### Manage custom ticket fields through the API You can now [list, create, update and delete custom ticket fields](https://apidocs.neetodesk.com/api/fields/list) with the API, using your workspace API key. A dropdown field can be [created with all of its options in one request](https://engage.neetodesk.com/changelogs/custom-ticket-fields-api), so a field with hundreds of values no longer has to be typed in one option at a time in the Admin Panel. ### Import your support history through the API The [Create ticket](https://apidocs.neetodesk.com/api/tickets/create) and [Create comment](https://apidocs.neetodesk.com/api/comments/create) API calls now accept [the details an import needs](https://engage.neetodesk.com/changelogs/import-your-support-history-through-the-api): the original created, updated and closed dates, the author's email address, file attachments, and the ticket's id in the system it came from. Imported tickets keep their real dates, so SLA and resolution-time reports stay accurate, and notifications and automation rules are skipped by default so importing thousands of tickets does not email your customers or agents. ## Enhancements ✨ - Moving to the next or previous ticket from the ticket page is faster on large views and no longer times out. - The email you receive when a connected Gmail, Microsoft or custom mail server mailbox stops working now has the subject "Action required: Reconnect [mailbox address] to NeetoDesk" and explains what stops working until you [reconnect it](https://help.neetodesk.com/articles/re-authorize-support-email). - [API] [MCP tools](https://help.neetodesk.com/articles/mcp) now check status, priority and category values against the options configured in your workspace, apply the tags argument, which was previously accepted but ignored, and return error messages that name the argument at fault. - [API] The [NeetoDesk MCP server](https://apidocs.neetodesk.com/mcp/introduction) has been updated to follow the Anthropic Connectors Directory and ChatGPT Apps SDK requirements. Tools that could never succeed were fixed, and the ticket and report tools now respect each agent's ticket access. ## Bug fixes ⚒️ - Customer replies whose subject differs from the ticket's subject only by a reply or forward prefix such as Re:, TR:, Fwd: or AW:, or by extra spaces, now join the existing ticket instead of creating a new "RE:" ticket. - Emails relayed through a Google Group now keep the real sender as the ticket's customer even when the mailbox has no support email address set. - When a team member is the requester on a ticket and replies by email, the reply is now treated as a customer reply, so automation rules for the original requester run, and the team member no longer gets a notification about their own reply. - Tickets created by a [blocked customer](https://help.neetodesk.com/articles/when-a-customer-is-marked-as-blocked), including ones an agent creates on their behalf, now land in spam. - [Canned response](https://help.neetodesk.com/articles/canned-responses) actions that change a ticket's status, priority, tags, assigned agent or group, or custom fields now apply when the canned response is used on a ticket. Previously only the reply and note actions took effect. - Editing an [SLA policy](https://help.neetodesk.com/articles/sla-policies) with the app set to a language other than English now shows the time unit dropdowns, and targets in hours or days are saved correctly instead of being stored as minutes. - The list of [ticket views](https://help.neetodesk.com/articles/custom-views) no longer fails to load when a view has a date condition with an empty or invalid value. - Moving to the next or previous ticket no longer fails in a view that combines a search with a group or agent filter. - [Custom ticket statuses](https://help.neetodesk.com/articles/customize-options-for-categories-statuses-and-priorities) saved without a color now get a default color, so they show a colored label in ticket lists and dropdowns. Existing statuses that had no color were updated too. - Moving tickets to spam or trash shows one confirmation message instead of two. - Deleting a group from the Admin Panel no longer fails with a "not found" error. - Adding a ticket to a [NeetoPlanner](https://help.neetodesk.com/articles/neetoplanner-integration) project from the ticket page works again. - When [CallerDesk](https://help.neetodesk.com/articles/callerdesk-integration) declines a click-to-call, for example because the agent is marked on break, the mobile app now shows CallerDesk's reason instead of a generic error. - [API] Tags passed when [creating a ticket through the API](https://apidocs.neetodesk.com/api/tickets/create) are now created if they do not exist yet and attached to the ticket. That's everything we shipped in August. 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!