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MountDev Ops Helpdesk Changelog
0 updates and 118 fixes, newest first.
Every change to MountDev Ops Helpdesk that people see or use, newest first, the same notes as the Updates page, plus the fixes that never reach What's New.
All Helpdesk features | Updates for Helpdesk | Follow Helpdesk (RSS)
November 2026
November 5, 2026
Fixes and Behind-The-Scenes Changes
- An owner can bring every ticket of a connected Zoho Desk over into Helpdesk, archived and spam tickets too, with their messages, notes, and files. Nothing is sent to a customer, and nothing is changed or deleted in Zoho Desk.
- A check lists exactly how many tickets, messages, notes, and files Zoho Desk has and how many are here, and the Zoho ids of anything missing, never a subject or any words. Missing tickets can be tried again until the check is clean.
October 2026
October 29, 2026
Fixes and Behind-The-Scenes Changes
- Suggested Replies: when a client writes, your assistant reads the whole ticket, the client's other tickets, chats, automated emails, projects, proposals, services, and billing, and suggests a reply above the reply box. Send it as it is, change it, or ask for another with a short note such as "shorter" or "firmer". Nothing is sent until you choose Send.
- Every suggestion is checked for wording that could read as rude, dismissive, or a promise your records do not support, and for any price that is not in your records, with softer wording one click away.
- It learns how your team writes from the replies of the people you choose, from your edits to its suggestions, and, once, from your past replies (Learn From Past Replies). Owners and admins turn it on, set a monthly limit, and can read or reset what it learned in Helpdesk Settings, Suggested Replies. It uses your company's own Claude API key.
October 28, 2026
Fixes and Behind-The-Scenes Changes
- Automated Senders, in Helpdesk Settings: put a backup service, a security plugin, or WordPress's own update emails (wordpress@ at any domain) on the list, with a subject phrase if you like, and their email is kept in full but filed Closed at once, with no receipt and nobody told, so it never sits in your ticket queue.
- When an automated email reports a problem (malware, a website down or broken, a failed update, backup, or restore), owners and admins get one notice in their notifications for it. The same problem again within a day only counts up, so a service that repeats itself is still one notice.
October 23, 2026
Fixes and Behind-The-Scenes Changes
- Email your own system sends from a Helpdesk address, such as a Meetings confirmation link or a booking notice from help@ to help@, is now filed as a ticket instead of being set aside. Only the Helpdesk's own replies, receipts, and follow-ups coming back to it are set aside, and its notices to the team are filed closed.
- Website monitor tickets: backups, restore tests, malware scans, plugins with a known hole, nightly updates, outages, and slow websites each open their own ticket, and a note on a monitor ticket shows which monitor wrote it.
October 22, 2026
Fixes and Behind-The-Scenes Changes
- Zoho Desk: when a connection is not syncing, its card now says exactly which Zoho call failed and what Zoho answered, or which step in Helpdesk refused a ticket, and a Desk that refuses part of the ticket list is asked again without it. A connection answered in Zoho Desk has Answer From Our Helpdesk on its card, which switches it without signing in again.
- Zoho Desk: choose where each Desk's tickets are answered. With Our Helpdesk, the start for a new connection, new Desk tickets come into the Helpdesk address you choose, with the contact, conversation, notes, and attachments, and you answer them by email like any ticket: your template and sign-off, your business hours, the original subject, and the customer's Desk message quoted. Each one is closed in Zoho Desk with a note saying where it is answered, so nobody works it twice, and a reply that still reaches Zoho Desk comes onto the same ticket here. Zoho Desk is still a choice, posting your replies back to the Desk ticket.
- Every reply and follow-up now goes out in your email template, the same look as your receipts, with Support Request in the header and the ticket's Reference and why it was sent under the message.
- Your replies end with a short sign-off: your profile photo in a small circle (or your initials when you have none), your name, and your job title from Your Profile. Your company's details are already in the template. The quoted message follows it.
- Helpdesk Settings' Signature adds one short line to the sign-off, such as pronouns, leaving out anything the sign-off or template already shows, and shows a preview of how your replies look as you type.
- Zoho Desk: connect a Zoho Desk (Settings, Connections, Connected Services), even one in another Zoho account, and its tickets come into their own Helpdesk inbox within about a minute, with the contact, the whole conversation, notes, and attachments. Your replies are posted back to the same Desk ticket, so the customer gets them from Zoho Desk in the same thread, during business hours like every reply. Closing and opening again follow both ways.
- Each Helpdesk address can have its own receipt text, in Helpdesk Settings. A Zoho Desk inbox's receipt is posted to the Desk ticket, once per new ticket.
October 21, 2026
Fixes and Behind-The-Scenes Changes
- Website problem tickets from a connected system that watches your websites now cover a home page that looks different (with before and now screenshots on the ticket), slow mobile pages, and bouncing email, which close by themselves once they clear, and one-time events such as a DNS change or a step that needs a person, which you close. A later event for the same website is added to the open ticket as a note.
October 16, 2026
Fixes and Behind-The-Scenes Changes
- A sign-in code or link your own system sends a person from one of your shared addresses, such as help@, is filed in that person's private address as automatic email, never set aside as your own mail coming back around.
- A new managed website's onboarding has its own ticket, from Website Onboarding, with one checklist at the top that updates in place: each step is To Do, Waiting, Needs a Person or Needs the Client (with what to do), or Done. A short note is added only when a step is done or needs a person, nobody outside your team is emailed, and the ticket closes by itself once every step is done.
- Changes the checklist needs approved, such as DNS records, show on the ticket with Approve and Decline, and Roll Back once applied, for owners and admins. Each one is confirmed first, and every decision is kept with who made it and when.
- Private addresses: email to a person's own address on your domains now goes to that person's own private address in Helpdesk, never a shared one. Only that person sees its tickets, owners and admins included, and it is set up the first time their mail arrives.
- Sign-in codes and links your own system sends a person are filed in their private address as automatic email: no receipt, and nothing is ever sent back.
- Notices from your own system, such as an email saying items are waiting, are filed closed with a note and nobody is told, so one notice never sets off another.
- Mail to an address on your domains that belongs to nobody on the team goes to your address for owners and admins only, never a shared one, and the ticket says so.
October 15, 2026
Fixes and Behind-The-Scenes Changes
- Receipts and daily follow-ups go out during your business hours, like replies and automatic follow-ups: a ticket that arrives while you are closed gets its receipt when you open, and a daily follow-up due on a closed day waits for your next opening.
- Automatic follow-ups now reach every ticket Waiting on Customer, not only tickets set waiting with Send and Wait on Customer: a ticket set waiting from its status menu, one that was waiting before you turned follow-ups on, and one brought over from another system. They count from your team's last reply.
- A ticket that was already waiting a while gets one follow-up at a time, never several at once: the next goes out the set business days later.
- Follow-ups go out only during Automatic Email Hours when you set them in Settings, Business Hours, such as 11 AM to 4 PM on the days you are open.
- Coming Up, in Helpdesk Settings, shows every follow-up about to go out, when, and the exact email, without sending anything, and the waiting tickets that will not get one, with why.
- On the ticket, each automatic email says what it was: Receipt, Automatic follow-up 2 of 3, Automatic closing notice, or Daily follow-up. Every follow-up sent is also in Settings, Email, Recent Emails, under Automated Emails.
October 11, 2026
Fixes and Behind-The-Scenes Changes
- A reply from a person at a vendor now opens the ticket again, even when their support system marks every email it sends as automatic. Receipts, out-of-office replies, and other automatic emails still leave the ticket as it is, and nothing automatic is ever sent back to them. A note on the ticket says when this happens.
- Waiting on Us: a new status for a ticket your team is working on behind the scenes. Choose it from the ticket's status menu, select Send and Wait on Us in the reply box, or start a ticket that way with Status After Sending in New Ticket.
- Two business days later the ticket opens again on its own, by your Business Hours, so weekends and days you are closed do not count. A note on the ticket says so, and whoever it is assigned to hears about it. The ticket shows when it reopens.
- Change the status before then and nothing happens; choose Waiting on Us again and the two business days start over. When the client writes back, the ticket is Open again.
- The Inbox has a Waiting on Us tab with its count, and those tickets are no longer under Open. Your clients see the request as Open, never as waiting on them.
- A request shows on a client's Requests page once it has a message from them or from your team. A ticket that holds only internal notes, such as a message kept as a draft for you to review, stays off their page until your reply goes out.
- Share Files in New Ticket: check Share Files under your message to send files with the ticket's first email, just as in a reply. Pick files from your Files app, or upload new ones from your computer, several at once or dropped right on it.
- Each file goes as a secure download link, never as an attachment. The ticket shows each file's name and size, and the files you upload stay on the ticket.
- Close New Ticket without sending and the files you uploaded there are removed. Nobody else sees them before you send.
- On the Requests page, your clients see the most recent message at the top of each request, with the reply box above it, so the latest answer is the first thing they read. Your own Helpdesk screen is unchanged.
- Your clients see their requests: on the Requests page of their own workspace, each request with its number, subject, status, and when it was opened and last active, and its conversation with your team, files and pictures included.
- Clients reply from the request itself, with files. A reply joins the ticket exactly as an emailed reply does: the same conversation, opened again when it was waiting or closed, and your team told.
- Clients see only the conversation: never your internal notes, AI assistant messages, who it is assigned to, or any other field. Their owners and admins see every request for their company; everyone else sees the requests they are on.
- Every file a client downloads is in your Activity Log.
- Send and Close: a third send button in the reply box sends your reply and closes the ticket in one step. The reply goes out exactly as with Send, in your business hours, with your signature.
- Closing checks come first: when the ticket cannot be closed yet (such as with the close rule on and no project or Not Applicable reason), nothing is sent and you see why, so you can fix it and select Send and Close again.
- Undo puts the reply back in the reply box and the ticket back to how it was. The client gets only your reply; closing never emails them.
October 10, 2026
Fixes and Behind-The-Scenes Changes
- Also update existing tickets: when you change your Company Code, or Ticket numbers start with in Helpdesk Settings, you can update the tickets you already have. T-1042 becomes ACMET-1042; only the start changes.
- Every ticket keeps its old number. Search finds it by either number, its page lists its Previous Numbers, and a reply quoting the old number still joins the same ticket.
- Nothing changes if a new number is already taken: the reason is shown first.
- Ticket numbers follow your Company Code: set one in Settings, Numbering, such as ACME, and new tickets start with ACMET-. With no code they start with T-, as before.
- Ticket numbers start with, in Helpdesk Settings, still sets your own start, which wins over the Company Code. Leave it empty to follow the code. Helpdesk Settings shows the next ticket number.
- Changing a start never renumbers a ticket, and a number is never used twice.
- No Automatic Replies is back: owners and admins can turn automatic replies off for anyone on a ticket, in Details, under Automatic Replies. They get no receipt, automatic follow-up, closing notice, or daily follow-up. Your own replies still go to them.
- The same switch is on each CRM contact's page, and Helpdesk Settings lists every address with automatic replies off, where you can add one or turn them back on. Each shows who set it and when.
- When another system keeps answering your emails automatically, Helpdesk turns automatic replies off for it, so the two never email each other forever. A choice your team made always stands.
- Move to Another Address: move a ticket to another of your support addresses, such as from support to billing. Your replies go out from the new address from then on, and the client's replies to the old one still join the same ticket.
- Move several tickets at once: check them in the Inbox and select Move. Each one moves whole or not at all, and you see which did not move and why.
- The ticket keeps its number and who has it. An unassigned ticket goes to whoever the new address sends its new tickets to, and they hear about it. The client is never emailed about a move.
- New Ticket: start a ticket yourself from the Inbox. Pick a contact from CRM or type an email address, add a subject and your message, and it goes to the client as the ticket's first email, just like a reply, with your signature.
- No receipt goes out for a ticket you open, and the client's answer joins the same ticket.
- Your email template: receipts, replies, and follow-ups go out with your logo, colors, and footer. Set it in Settings, Email, Email Template.
- Every reply is signed with your signature: your name and job title from Your Profile, with your company's details, logo, and links.
- Calendar notifications (a meeting accepted, declined, or canceled) and read receipts are filed already closed, with no receipt and no notice to your team.
- Create Project on a ticket: beside Link a Project, make a new project filled in from the ticket (name, company, website, the client's first message, and the project manager), change anything, and the ticket is linked to it.
October 9, 2026
Fixes and Behind-The-Scenes Changes
- When follow-ups close a ticket after no reply, each project it is linked to is completed too, unless the project still has another open ticket or an unfinished task. The project and the ticket each get a note saying what happened.
- Turn it off in Helpdesk Settings, Follow-Ups: Close Linked Projects When a Ticket Closes After No Reply (on at first).
- A ticket's conversation now shows the newest message at the top, with the reply box right above it, so you read the latest and reply in one place.
- Replies waiting to go out show at the top with the reply box, with Undo and Send Now.
- Link a ticket to more than one project: in Details, Link Another Project adds one beside the first, each with its own task if you like. Each linked project shows with its own Unlink.
- A ticket linked to several projects shows on each project's page in Projects, and counts toward each project's open tickets.
- The close rule, Share Staging Access, the Inbox search, Link Old Project Codes, webhooks, and automations work with every linked project. A ticket linked before stays exactly as it was.
- Assign tickets to a group of people, such as Support. Owners and admins make groups on the Staff page's new Groups tab.
- New Tickets Go To: each support address can send its new tickets to a person or a group, so nothing waits for someone to pick it up.
- When someone replies to a group's ticket, it becomes theirs. Notes never change who has it, and Undo gives it back.
- New tickets and client replies reach the assigned person, or everyone in the group, in their notifications, one notice per ticket. My Groups in the Inbox shows your groups' tickets.
- Replies go to everyone on the conversation, like Reply All: whoever wrote last, with everyone else copied. The reply box shows who will get it, and you can take someone off or add an address.
- Follow Up Daily Until They Answer: when you are waiting on a vendor or an outside support team, check it in Add to Reply. A short follow-up goes out each day at 10:00 AM until they actually answer, and replies like "we are checking" do not stop it.
- Set the daily follow-up wording, time of day, and weekends in Helpdesk Settings, Daily Follow-Ups.
- Share Files: in Add to Reply, pick files from your Files app or this ticket, or upload new ones, and the reply carries a secure download link for each. Links work for 30 days (change it in Helpdesk Settings), and you can turn one off from the ticket.
- Emails that came with only a designed layout and no plain text now read as the words alone, without stray styles or the same email twice.
- A forwarded email always shows in full. Only the earlier messages of a reply fold away under Show Earlier Messages.
- Long tracking links in a message show short, with the full address when you point at them.
- Link a ticket to a project: in Details, choose Link a Project and search by project name or code, or pick one of its tasks. The project shows as a link that opens it, with Change and Unlink.
- Each project lists its tickets in Projects, with Link a Ticket to add one from there.
- Link Old Project Codes in Helpdesk Settings links every ticket whose old Project code matches a project or task, and lists the ones that match nothing. Nothing is lost: the old codes stay.
- The close rule, Share Staging Access, and the Inbox search use the linked project, and webhooks and automations can start when a ticket is linked or unlinked.
- Two send buttons: Send and Wait on Customer, or Send. Nothing to choose first, and the sending address now shows above the reply.
- A reply sets the ticket's status the moment you send it, even when the email waits for business hours. Undo puts the status back.
- Every email lands in Helpdesk. Mail from a sender on your spam list now goes to the Spam tab in full, instead of being set aside, with no receipt and no notice to your team.
- Not Spam: open a ticket in Spam and move it to the Inbox, and take its sender off the spam list in the same step.
- Add to Reply: one button in the reply box for extras. Collect Files (the file upload link) moved there.
- Share Staging Access: pick a task's staging login, and the reply gives the client the link, user name, and password to review your changes. The ticket's project tasks come first, and every share is in the Activity Log.
- A cleaner Helpdesk: clearer ticket rows with a preview of the latest message, a conversation that sets client messages, your replies, notes, and events apart, and a reply box that stays at hand.
- Replies follow your business hours. Set them once in Settings, Business Hours, and replies written after hours go out when you open. Choose Send Now when one cannot wait.
- You can leave the page after sending: the reply waits safely on the server, and you can undo it from the ticket until it goes out.
- Emails show as they really look, your own replies included, in a sealed frame that runs nothing from the email.
- Forward a client's email to your support address and the ticket is theirs: the client is the requester, linked to their CRM contact and company, with a note saying who forwarded it.
- Assign, change the status, and close a ticket from its header. AI assistants are never offered for assigning, and two people with the same name show their email.
- Messages no longer show codes in place of punctuation, such as an apostrophe or quotation marks.
October 8, 2026
Fixes and Behind-The-Scenes Changes
- Bring In Cascadia's Data also brings each ticket's email history, so a client's reply to an old email joins the ticket it belongs to, and your replies thread under the old conversation.
- Receipts greet the client by name, are signed with the address's sender name, and say why they were sent.
- Ready for Cascadia's support email to arrive through the Cascadia hub, with nothing lost if the hand-over fails.
- Helpdesk opens on its new Inbox: Open, Waiting on Customer, Closed, Spam, and All, each with its count, so closed tickets no longer crowd the open ones.
- Show your tickets, unassigned tickets, or everyone's, pick a support address, or search, and Helpdesk remembers your choice.
- Each row shows who wrote last and when, with New, Needs Reply, and Waiting on Customer markers. Open a ticket and go back to the same place in the list.
- Client emails show as they were designed, with their formatting and pictures, instead of as code.
- Pictures from the internet in an email stay hidden until you select Show Images, so senders cannot tell when you read it.
- Bring In Cascadia's Data also brings your helpdesk addresses and ticket numbering, so there is nothing to set up again.
- Assign tickets, and your team hears about new tickets and replies by email.
- Files your clients send are kept with their messages, and you can send a client a link to upload large files.
- Automatic follow-ups when a client has not answered, then a closing notice (turn them on in Helpdesk Settings).
- Admin-only addresses, a spam list, moving a message to a new ticket, and an optional rule to close only with a project or a reason.
- Client portal requests come straight into Helpdesk, and clients see their requests there.
- Client email becomes tickets: set up your support addresses in Helpdesk Settings, and every email joins its ticket or starts a new one.
- Reply to clients by email from each ticket, with a minute to undo before it goes out.
- Internal notes on tickets, for your team only.
October 7, 2026
Fixes and Behind-The-Scenes Changes
- Helpdesk: tickets and their conversations, linked to your CRM companies and contacts.