Release notes

Rich text ticket descriptions

Ticket descriptions now carry rich text formatting through the sync pipeline instead of being reduced to plain text. Formatting is rendered natively on each target platform that supports it, with an automatic plain text fallback where the platform API does not.

Rich comments and email metadata on all connectors

Rich comment sync and email metadata support now cover every connector. Comments that originated as emails sync as notes with the To and CC recipients preserved in the comment body, giving agents full context without triggering duplicate outbound emails.

Syncro as a target platform

Syncro is now fully supported as a sync target. Configuration includes public and private comment sync toggles and a default ticket type, source contacts map to Syncro customer contacts, and sync history shows the user-facing Syncro ticket number rather than an internal ID.

Syncro reverse sync and By customer filter

When Syncro is the target platform, tickets created directly in Syncro can now be detected and created back in the source platform, with the same filter options as other connectors. A new By customer multi-select filter is also available alongside the existing By tech filter.

Ticket number field mapping for Zendesk and Freshdesk

The ticket number is now available as a mappable source and target field for Zendesk and Freshdesk, and can be selected in the description builder, matching the ticket number support already available on other connectors.

ConnectWise time entry actual hours

Time entries were syncing the full time window rather than the actual hours booked when time had been deducted. The target platform now shows the same booked hours as the source.

Freshservice duplicate closure comment

When a ticket closure synced to Freshservice, the resolution note was written to the resolution field and also posted as a separate public comment, causing duplicate end-user notifications. The resolution note is now recorded once.

HaloPSA platform defaults for unmapped fields

When no status or priority mapping resolved a value, the HaloPSA connector previously forced New and Medium defaults. Unmapped fields are now omitted from ticket creation so HaloPSA applies its own platform defaults instead.

Freshservice rate limit handling

Large sync cycles with many updates were hitting Freshservice API rate limits. Rate limit handling has been improved so high-volume cycles complete reliably.

Freshservice to ServiceNow sync fixes

A set of fixes for Freshservice and ServiceNow pairings: impact, urgency, source, and status now create and update according to their mappings, ServiceNow descriptions no longer contain raw HTML, comments include the original author, and the closure process completes as configured.