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Move tickets between games, new support app sidebar and RTL support
March 20
2026
New Features
Move tickets between games
Users can move a ticket from one game to another.
New support app sidebar
Redesigned support app sidebar.
Traditional results when the assistant cannot answer
If the assistant cannot answer but we found articles matching the user's search, we show traditional search results as a fallback.
Guides and updates in the support application
Access product guides and updates directly in the support application.
RTL (right-to-left) languages
Add RTL support to SDK and web support page.
Start conversations with email for a new player
You can start conversation directly with email even if the player has not contacted support before.
Support opening an unread conversation when opening help center
When the player opens the help center, the SDK/web flow can be configured to open the latest relevant conversation instead of the assistant view.
Customize web footer colors
Support branding the web support footer with colors.
New metric: CSAT (positive feedback)
New insights metric CSAT (positive feedback) shows positive CSAT ratio using the top-2-box methodology.
Improvements
Sortable shortcuts
Shortcuts in the agent UI can be reordered via drag-and-drop.
More trigger points for player metadata webhook
The player metadata webhook can now be called when a collector is submitted and after a ticket is created in addition to when SDK is opened or email ticket is about to be opened.
New filters
Added reopen status, agent message count, player message count, and has player attachments filters.
Upload fonts to the asset library
The asset library now accepts font uploads.
Better ticket language detection
Improved ticket language detection to more accurately pick the correct language.
Per-language footer link URLs
Custom footer links can use localized URLs so each language can point to different destination.
Assistant access for general managers
General managers can access the assistant view.
Article list UI
Improved the article list UI.
SDK header UI
Polished the top bar with clearer back navigation.
Improved report generation
Improved the report generation speed to avoid timeouts with large reports.
Fallback to English article when translation missing
Show English article as a fallback instead of showing an error page when directly accessing the article.
Ticket filtering and ordering in Theymes API
The tickets API exposes additional filter and sort parameters.
Disable anti-spam
Email anti-spam handling can be turned off when needed.
External CRM links in Game Settings
Render external CRM link in the ticket and player views.
Language-agnostic web support URLs
URLs without a language segment are supported; Theymes detects preference and redirects to the right language.
Clearer "change language" in ticket view
Copy and UI explain what happens to the ticket when the language is changed.
Article selector improvements
Article selector reuses the same status badge patterns as the knowledge base so published state is more obvious. Also show more detailed information about article status.
Cleaner email tickets
Improve email tickets to not show signatures and other artifacts from emails sent by certain clients.
Customize AI auto-translation disclaimer
Support customizing the auto-translated disclaimer text shown to players.
Ticket metadata in automation context
Add access to ticket metadata to trigger automations and workflows for ticket related automations.
SDK
New initialize options
Support configuring various options such as orientation, custom web canvas and nonce.
Fewer background API calls
Reduce the number of API calls the SDK makes in the background, making it less chatty.
Push tokens on shared devices
Improve push token handling for devices that are used by multiple users.
Android layout fix
Fix a bug for Android on certain devices when opening the support center while in landscape, the support center renders in incorrect size if forced to be in portrait mode.
iOS YouTube playback
Fix a bug on iOS that automatically opens YouTube videos in browser or YouTube app and won't allow playback inside the SDK.
Bug Fixes
Routing before ticket is ready
Do not route ticket until initialization is fully complete.
Fix web support language change redirecting to home
Fixed language switching incorrectly navigating to the company home page.
Auto-routing race condition issue
Fixed race condition between auto-routing picking up capacity and new conversation flow assigning work.
Native language priority vs agent languages
Native language priority now respects languages not handled by agents.
Article selector duplicate names
Fix article selector highlights multiple items if there are articles with same name in same category.
Fix AI assistant alignment with collapsed navigation
Fix AI assistant misaligned when main navigation is collapsed.
Insights UI improvement
Fix drag handle in insights dashboards going on top of table column names if table has no title.
Fix occasional error on login
Fix logging in to Theymes sometimes gives an Internal server error.
Players management, workforce auto-offline and custom email templates
February 13
2026
New Features
Players management capabilities
Released Players view and support for adding new players directly from the support app.
Workforce auto-offline settings
Added auto-offline configuration and activity tracking to keep agent status more accurate.
Custom ticket email templates
Added customizable ticket email templates so teams can tailor outbound support communication.
iOS push support via APNS
Added APNS configuration and token handling support for iOS push flows.
New ticket metrics
Added Tickets with public activity and Tickets with any activity to extend support performance reporting.
Backlog wait time breakdown and related filters
Added Backlog wait time breakdown plus Backlog wait time and First response time filters for deeper queue/response analysis.
Automation node for metadata cleanup
Added an automation node for removing tags and fields from tickets.
Bulk metadata cleanup actions
Added bulk mode support for removing tags and fields across multiple tickets.
Category SDK resources
Support opening knowledge base categories directly with the SDK.
Improvements
Web support branding expansion
Introduced richer branding capabilities, including option to upload branding image for company and games and configuring web support footer.
Routing controls for no-skill tickets
Added settings to disable routing tickets without skills to specific users.
Metadata webhooks for email tickets
Enabled metadata webhook support for email-based tickets to allow passing metadata directly from your own backend.
Optional tags and fields in player metadata webhook
Added a configurable option to include ticket tags and custom fields in player metadata webhook payloads, giving downstream systems richer context for automation and analytics.
Support Arabic language
Added Arabic (modern standard) support across SDK and web support experiences, with AI auto-translations supported.
SDK resource layout configurability
Added support for configuring whether SDK resources show full layout and navigation.
SDK auto-open existing chat behaviour
Added support for opening the latest active conversation instead of home view when opening support center.
iOS SDK documentation published
Released iOS SDK docs to improve setup and integration experience.
Refined settings branding pages
Reorganized branding/settings into clearer sections (general, SDK, web, tickets, and company-level branding).
Agent profile stats enhanced with CPH
Added CPH to profile stats to improve at-a-glance agent productivity visibility.
Top bar made more compact
Revamped the Agent Desktop top bar for cleaner density and faster visual scanning.
Dynamic ticket-aware page titles
Added dynamic support page title behavior to improve ticket visibility while multitasking.
Bug Fixes
Routing form stale-state/reset fixes
Fixed routing edit form state issues so updates save and reflect correctly.
Insights filtering edge cases fixed
Fixed tag-filter/breakdown interaction issues that could produce incorrect analytics outputs.
Web SDK listener typing fix (v1.2.14)
Fixed incorrect TypeScript typing behavior for addEventListener and removeEventListener, improving integration reliability.
Ticket view customization, announcements and other updates
January 16
2026
New Features
Ticket view customization
You can now customize ticket list views (including configurable columns, sorting, and per-inbox view preferences) to match how your team triages and works tickets.
Announcements
Support showing announcements in SDK and web support site. Announcements can be configured per game or shared across all games.
Credit balance and history
You can now see your current credit balance and usage history in the Billing & Usage page.
Waiting time
Added waiting time tracking with a dedicated column and filter.
Support multiple environments
Multiple environments per game are now supported, allowing you to have e.g. separate development and production environments.
Hourly insights timeframes
Insights now supports hour-based timeframes for more granular analytics.
Agent breakdown
Insights now supports agent-based breakdowns (and related stats plumbing), so you can segment metrics by agent/assignee where it makes sense.
New activity metrics
Added CPH (closes per hour), APH (actions per hour) and agent online time metrics for tracking agent activity.
Automatic unassignment in routing
Added auto-unassign support to workforce routing so tickets can be automatically unassigned based on your rules.
Player deletion endpoint in Theymes API
Added an API endpoint to schedule player deletion.
Improvements
New filters
Added filters for last assigned at, last message at, CSAT submitted at, and whether a ticket has a CSAT review.
New roles
Added a new General Manager role.
Language auto-detection
Improved language auto-detection logic to more accurately pick the correct language (and avoid auto-detecting when there isn't enough information).
Collector improvements
Added a new checkbox element to collectors, plus support for limiting how many attachments players can send.
Workflows for closed tickets
Workflows can now run for closed tickets, enabling post-close follow-ups and automation actions.
Assign with bulk replies
You can now assign tickets to the user who replies via a bulk action.
More accurate agent online time
Real-time agent online time is now tracked with minute accuracy instead of hourly accuracy.
Improved reply editor pasting
Improved whitespace and line-break handling when pasting plain text content into the reply editor.
Moved tags, fields and message templates pages
Moved tags, fields and message templates settings to the company level instead of game level.
Bug Fixes
Google Translate crashes
Fixed crash edge cases triggered by Google Translate in the web support site.
Inbox view state resets
Fixed cases where switching inboxes or saving settings/filters could reset or incorrectly persist view configuration.
Player tier filter in insights
Fixed anonymous player tier filtering not working in insights.
Slack integration issue
Fixed Slack integration not always showing all channels by improving pagination handling and diagnostics.
Do not auto-translate player names
Prevented auto-translation of player names when translating collector results.
Customizable player tiers, metric filtering, ticket audit logs and more
December 5
2025
New Features
Assign player tiers based on rules
You can now specify rules how to apply player tiers based on criteria such as tags, custom fields, platform, language, etc. With these changes you can now dynamically update how player tiers are assigned without making any changes to your game code.
Custom email sender address
You can now customize from which address emails sent by Theymes appear to come from for the users.
Insights metric filters
You can now set filters per metric, allowing you to create your own custom metrics.
Dashboard exports
You can now export your whole insights dashboard in a single xlsx file or zip with csv files.
New insights breakdowns
You can now group data by CSAT and Teams.
Detailed ticket audit logs
We've overhauled the ticket view with a new detailed log toggle. You can now see a comprehensive history of conversation events, including metadata updates, automation updates and more. You can also see edit history of each message.
AppFollow integration
You can now respond to app reviews through Theymes using AppFollow.
Automation debug view
A new debugging view for automation runs helps you trace and troubleshoot your workflows more effectively.
Automation Slack integration
We added a Slack message node that supports Slack Blocks, allowing you to send notifications in your internal channels as part of your automations.
Assigned filter
A new filter to quickly isolate tickets based on their assignment status.
Current User dynamic filter
Assignee filters now support a "Current User" option, making it easier to create shared views that personalize to the user viewing them.
Expanded routing logic
Routing rules now support "On Hold" and "Waiting" statuses.
CSAT time limit
You can now limit the number of days a user can submit a CSAT survey.
Prevent CSAT survey
You can now prevent a user from submitting a CSAT when resolving tickets with automations or bulk actions.
Improvements
Performance optimizations
We've deployed performance optimizations, particularly for generating statistics and loading the agent desktop, ensuring a snappier experience.
Total Articles tile
Added a "Total Articles" tile to the category view for better content visibility.
Public ticket actions API
Added support for setting player name and status with the public ticket actions API.
Text editor image sizing
You can now set explicit width and height for images within the text editor.
Text editor URL uploads
Images can now be added directly via URL.
Private notes on closed tickets
Support posting private notes to closed tickets.
In-app metric descriptions
Metrics and breakdowns now have in-app descriptions, making it easier to understand exactly what you are measuring.
Bug Fixes
Open Tickets metric fix
Fixed issues with "Open Tickets" metric when using time breakdowns and segments.
Insights panel editor slowness
Resolved a bug causing slowness with the insights panel editor in some scenarios.
Widget home view scrolling
Fixed scrolling behavior on the widget home view affecting autofocus.
Routing auto-route timing
Fixed an issue where tickets waiting for bulk actions could be auto-routed too early.
AI responses statistics
Fixed AI responses statistics not counted for hidden articles which the AI assistant referenced to.
AI ticket summaries language
Ensure AI ticket summaries are always in English.
File upload special characters
Fixed uploading files with certain special characters in the filenames.
Ticket exports, improved automatic routing and more
November 14
2025
New Features
Ticket exports
You can now export your tickets. These exports include insights information as well so you can do your own analysis!
Company-wide routing settings
Let you fine-tune how conversations are assigned, with customizable priorization rules.
Unpublish articles
Got stale information in your knowledge base? You can now unpublish articles to keep your content fresh.
Multiple environments
Separate your testing environments from production, reducing noise from non-production environments.
New metrics
First contact resolution (FCR), FCR Rate and Resolution acceptance ratio help you measure your support effectiveness.
Enrich ticket metadata via webhook
Allow enriching ticket metadata by fetching custom fields and tags directly from game backend using a webhook.
Improvements
Clearer routing indicators
Agents now see clearer routing indicators, with added safeguards to prevent loops or repeated reassignment.
Updated ticket actions UI
Updated the ticket actions UI to make interacting with tickets smoother and more intuitive.
Redesigned article sidebar
A redesigned article sidebar makes it easier to manage article status, scheduling, translations, and publishing actions.
Localization improvements
Localization got a boost with clearer language details, smarter sorting, and more consistent UI behavior.
Simpler publishing workflows
Publishing workflows are simpler thanks to unified dialogs, improved batch actions, and consistent editor controls.
Numeric custom fields
Added full support for numeric custom fields, including creation, editing, validation, and filtering.
Better filters
Filters got better with support for all different types of fields, with new comparison operators that let you narrow down results even further.
Email delivery reliability
Email delivery is more reliable with batching and delivery safeguards.
Push notification environments
Push notifications now allow you to configure different configurations per environment.
Improved message composer
The message composer is more intuitive, with clearer states for private notes vs. player replies.