February 2026 updates – Account managers, Google Sheets sync, and stronger email reliability

Let’s go through what we got done in February 2026 in NeetoDesk.

New features ✨

Account managers for customers

Workspaces can now assign an account manager to each customer. We’ve also introduced a new automation rule that automatically assigns incoming tickets to the customer’s account manager — making ownership clearer and responses faster.

Google Sheets integration

You can now connect a Google Sheet to continuously sync tickets — either all tickets or a filtered subset — with either all fields or selected fields. We also tightened the OAuth scope to drive.file for better security.

Group notification automation action

Added a new automation rule action that allows sending emails directly to the assigned group or selected groups on relevant events.

Enhancements ✨

Improved merge ticket experience

The ticket merge flow has been cleaned up:

• The primary ticket now shows a clear “Primary” badge

• Ticket selection order is preserved

• A proper error message is shown if no primary ticket is chosen

Better editor experience for long replies

Expanded the editor height on the ticket detail page for more comfortable long-form replies. Also fixed duplicate display of customer name/email when both were identical.

Mailbox terminology and UX clarity

• Renamed Support email → Custom support email

• Renamed Email → Mailbox email

• Reordered mailbox list columns to highlight the most important information first

Improved mailbox reauthorization flow

Reconnect links in Google/Microsoft reauthorization emails now take users directly to the correct mailbox configuration step.

Timezone-aware threaded automation emails

Timestamps shown in threaded automation emails now respect the recipient’s timezone.

Slack sync formatting improvements

Improved placement of blockquotes when syncing ticket comments to and from Slack.

Standards-compliant email address composition

Switched to using Mail::Address for constructing outgoing email display names, ensuring cleaner and more standards-compliant formatting.

Policy cleanup

Removed unused logic from policy files to keep authorization rules maintainable.

Bug fixes 🛠️

Google & Microsoft integration reliability

• Fixed an issue where some Google emails were not being imported; the importer now paginates through full history, deduplicates messages, and correctly updates checkpoints

• Resolved an issue with the Microsoft connect endpoint incorrectly identifying the logged-in user

• Fixed SparkPost domain auto-creation for new authenticated email domains. This is used to allow customers to use their email address for sending comment replies.

SMTP retry handling

Emails that fail due to transient SMTP errors (like ServerBusy) are now automatically retried.

CallerDesk improvements

Added proper pagination support to the CallerDesk getmemberlist API to ensure all agents are fetched correctly.

Draft signature isolation

Prevented drafts from showing signatures of multiple agents when accessed sequentially.

Ticket field cleanup

Fixed an issue where the last remaining subcategory could not be deleted.

Ticket view stability

Resolved a bug where ticket views failed to load when the category field was blank.