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Product Updates Q1 2026

Q1 2026 focused on the operational maturity of the platform: governance, view-only access, time-off coverage clarity, holiday scheduling, and the first phase of the Analytics overhaul. The Alert List gained a Grid View, billing flows were streamlined for credit card and yearly subscriptions, and dozens of targeted enhancements went out across the platform.

 

Governance & Access Control

View-Only Internal & Support Access (February 2026)

  • Production-released a read-only access tier for Sales, Customer Success, and Support staff.
  • Allows internal teams to observe customer environments for troubleshooting and account management without risk of accidental edits.
  • Includes auditable session tracking for compliance and trust.
  • Eliminates the need for shared logins or temporary admin promotions during support engagements.
  • Production-released reusable holiday schedule templates that can be applied across multiple teams and groups.
  • Define a country, region, or company-specific holiday calendar once, then attach it to as many schedules as needed.
  • Override coverage rules automatically kick in on declared holidays.
  • Dramatically reduces the manual overhead of holiday-season schedule management.
  • Improved OOF surfacing across the platform to show who is covering and for which hours during another user's OOF.
  • Coverage information appears in the schedule view, on-call now indicator, and in Agent Bond responses.
  • Released a new Grid View for the Alert List page, complementing the existing List View.
  • Users can toggle between Grid and List with one click; the choice persists per user.
  • Grid View surfaces more alert fields at a glance and is especially valuable for high-volume operations centers.
  • Alert Details refresh inline when scrolling within the list view.
  • Released the first phase of structured resolution capture — ingesting real resolution data directly from source systems.
  • Resolutions are now first-class data points on every alert, available for reporting, training, and the AI remediation engine.
  • Foundation for the closed-loop "learning" capabilities planned for later in 2026.
  • Renamed "No Technical Services" filter to "Standalone Integration" across the Alert List and Incident List for clarity.
  • Fixed View-Only Access for users editing the Shift Page in SYS View role.
  • Fixed Heartbeat integrations appearing incorrectly in the Inbound Log drop-down.
  • Workflow condition save button enabled correctly when adding conditions.
  • Integration Rules-for-Opening UI now includes a Close-Alert-When input field.
  • Production-released a streamlined flow for adding new users on both invoice and credit card plans.
  • Authorization checks for adding paid users now happen up-front, with clear visibility into the cost implications.
  • Credit card subscriptions now support a dedicated yearly purchase flow alongside the existing monthly option.
  • User-purchase confirmations include explicit details of the user being added and the proration impact.
  • Multiple refinements to the credit card billing experience, addressing customer feedback on clarity, line-item display, and confirmation flows.
  • Released expanded group access controls, allowing administrators to manage access at the group level with finer granularity.
  • Sets the stage for the Group Governance View feature (which shows all objects owned by a group/team) currently in active development.
  • Updated user avatar styling across the platform for a more polished, modern visual experience.
  • Avatars now render consistently across the Alert Details page, schedule views, user lists, and Agent Bond conversations.
  • Fixed Analytics Reports PDF export by hosting jsPDF locally — eliminating an intermittent third-party CDN dependency.
  • Improves PDF export reliability and reduces customer-reported export failures.

 

Scheduling & On-Call

Holiday Override Templates (March 2026)

OOF Coverage Hours — Visibility Improvements (March 2026)

Alert Management

Alert List Grid View (March 2026)

Capture Resolutions (Phase 1) (March 2026)

Alert List & Incident List Filter Cleanups (March 2026)

Billing & Subscription Management

Streamlined User Addition for Invoice & Credit Card Plans (March 2026)

Credit Card Monthly & Yearly Minor Enhancements (March 2026)

Group Governance

Group Access Improvements (March 2026)

UX & Visual Refresh

Avatar Refresh (March 2026)

Analytics & Reporting

Analytics Reports PDF Export Reliability Fix (March 2026)