Bug and security fixes
Various bug and security fixes across ratings, weekly reports and the Intercom inbox app.
what's new
Changelog
Latest product updates and improvements from the Supportman team.
All changes
Restart an expired trial in the Intercom inbox
Expired and cancelled workspaces get a restart button inside the Intercom inbox app, with reconnect prompts if Slack or Intercom needs re-authorising.
Approvals Workflow
BetaAgents request approvals from the Intercom inbox. Managers approve or reject in Slack with a reason. The decision stays on the record.
DSAT channel for Slack
Route dissatisfied and neutral ratings to a dedicated Slack channel, separate from the main ratings feed.
Scheduled shares route to Slack channels
Scheduled shares from the Intercom inbox app now deliver to the Slack channel you selected.
Clearer First Reply and Response Time metrics
First Reply and Response Time now display as separate values in weekly reports.
Weekly reports for active agents only
Reports now only send to agents who were active that week.
Weekly reports redesign
New charts, warmer colour scheme, and a 7-day ratings summary graph in weekly reports.
Intercom Inbox App rebuilt
Rebuilt from scratch. Send any conversation to a Slack channel, or DM it to yourself.
Changelog and RSS feed
Launched the changelog and RSS feed at supportman.io/changelog.
New entries land here first. Get notified when we ship via the RSS feed above.