Roadmap

What we are building, what is next, and what we have decided not to build. Updated as things move.

Shipped in 3.4.0

• Two-factor sign-in with any authenticator app, with recovery codes — required for platform administrators, optional or required per organisation.
• Sign in with Microsoft (Entra ID) alongside Google, and a workspace chooser for single sign-on.
• Custom ticket fields on every form, in the API and in exports.
• Notifications to Microsoft Teams and Slack, and WhatsApp Business as a ticket channel.
• Export everything in one archive, in any account state, and self-service account deletion.
• Your logo and colour on your help centre.

Already live

• Self-service subscription and payment with GST tax invoices, credit notes and a self-service cancel.
• A public status page, and a changelog drawn from the same release notes the product shows.
• A documentation site covering setup, email configuration, roles and the API.

Next

• Custom domain for your help centre, so it can live at help.yourcompany.com.
• A native mobile experience for agents beyond the installable web app.
• Scheduled maintenance windows and a public status feed you can subscribe to.

Asked for, not yet scheduled

• Multi-language help centre.
• A customer-managed encryption key.

Decided against, for now

A marketplace of third-party plugins: it would mean running other people's code next to your data, which is exactly the dependency surface we have spent effort removing.

On-premise licensing: we would rather run one platform well than support installations we cannot see. If your compliance requirement genuinely needs it, write to us and we will talk.

Tell us what you need

This list is shaped by what customers ask for. If something here would change your mind about using the product, say so — a specific request from a real user beats our own guess almost every time.

How this list is decided

Roughly in this order: things that are broken, things that block somebody from using what we already built, things several customers have asked for, and then things we think are right. A specific request from a real user with a real problem beats an internal idea almost every time, which is why the middle two categories move fastest.

We do not publish dates. A date on a public roadmap is a promise made before the work is understood, and the honest version is an order rather than a calendar. What we will do is tell you when something you asked for ships.

Why some obvious things are missing

A few capabilities that appear on every competitor grid are deliberately absent, because adding them would mean loading third-party code next to your data or moving that data out of India. Where that is the trade, we would rather not have the feature — and say so here — than have it and quietly weaken the promise the rest of the product is built on.