Product Update - April 21, 2026

Form Conditional Logic — Show and hide form fields based on respondent answers

Published forms, submission views, and the advanced builder preview now all support conditional logic — fields are shown or hidden in real time based on show_when and hide_when rules defined in the form builder. Hidden fields are automatically excluded from submission validation and processing on the server side, so required-field errors are never triggered for questions that were never visible. This makes it straightforward to build adaptive intake forms, surveys, and request workflows where later questions depend on earlier answers.

Use case: An IT service request form shows a "Device Model" field only when the respondent selects "Hardware Issue" — respondents who pick "Software Issue" never see it, and the form submits cleanly without requiring it.

Available in: Forms → Form Builder → Conditional Logic

---

Service Desk Auto-Close — Automatically close resolved tickets after inactivity

Resolved Service Desk tickets now close automatically after a configurable inactivity window (default: 5 days), matching the behavior of Zendesk and Jira Service Management. Two days before the window expires, the original requester receives a heads-up notification so they can reopen the ticket if their issue has returned. Admins control the window length per workspace under Service Desk → Workflow settings, and requesters can reopen a closed ticket at any time. This keeps resolved queues clean without requiring agents to manually close every ticket.

Use case: A facilities request is marked resolved by an agent, and if the employee does not respond within 5 days the ticket closes automatically — freeing the agent from follow-up while still giving the employee time to flag any unresolved issues.

Available in: Service Desk → Workflow Settings → Auto-Close

---

Sales Intelligence BYOK — Connect your own ZoomInfo, Apollo, or Hunter credentials per workspace

Organizations can now bring their own API credentials for ZoomInfo, Apollo, and Hunter — stored encrypted per workspace rather than relying on a shared global configuration. Each workspace admin can configure and rotate credentials independently through the Integrations settings panel, and the platform gates all enrichment calls based on whether valid credentials are present for that workspace. Token refresh for OAuth-based providers (ZoomInfo) is handled automatically. This is particularly useful for multi-tenant deployments and organizations that manage their own sales intelligence contracts.

Use case: A company with separate North America and EMEA workspaces can connect their ZoomInfo contract to the North America workspace while the EMEA workspace uses Apollo — each with isolated credentials and independent token management.

Available in: Admin → Integrations → Sales Intelligence