Product Update - September 19, 2026

Service Desk — Custom Questions on the External Support Portal — configurable ticket intake for outside customers

Service Desk teams can now surface their custom request-type questions to external customers on the public support portal. Previously, outside customers saw only a fixed set of seven fields regardless of how many follow-up questions the team had configured — meaning agents' first action after receiving a ticket was almost always an email asking for the missing details. A newly introduced audience setting on each question (everyone / employees / agents only) lets teams decide exactly who gets asked what: questions set to "everyone" appear on the portal, while directory-backed fields (such as department or location pickers) are automatically kept internal since they cannot be answered anonymously.

Use case: A support team managing both employee and external customer requests configures their "Hardware replacement" type with questions visible only to employees and a simplified set for external customers — both groups now see the right form without the team needing separate request types.

Available in: Service Desk → Settings → Request Types → Question Audience

---

Tasks — Team Tasks View — see and collaborate on teammates' open tasks

A new Team Tasks page at /apps/tasks/team lists the open tasks of everyone who reports to the same manager as the viewer, making it easy to spot where a teammate is blocked or where work overlaps without scheduling a status meeting. Workspace to-dos are excluded so the list stays focused on standalone personal and project tasks. Administrators control two things: whether the Team Tasks tab is shown at all (off by default) and what teammates are permitted to do — view only, leave comments, or fully edit. The task owner and their manager always retain full control regardless of the team-level setting.

Use case: A manager enables Team Tasks at the "comment" level so direct reports can see each other's work and offer help, while keeping edits restricted to the assignee and manager.

Available in: Tasks → Team Tasks tab (enabled by an administrator under Tasks settings)

---

Workspaces — Trash View and 30-Day Restore — recover accidentally deleted workspaces

Deleting a workspace now moves it to a Trash view rather than making it permanently inaccessible. Workspace owners see their own deleted workspaces; Workspace administrators see all deleted workspaces across the tenant. Each card in Trash shows how many days remain in the recovery window, and a Restore button brings the workspace back in full. Workspaces that are not restored within 30 days are permanently removed by an automated nightly job. This fulfills the recovery promise the product has shown since soft-delete was introduced.

Use case: A project lead accidentally deletes an active workspace on a Friday afternoon — they open Trash on Monday, see 27 days remaining, and restore everything without involving an administrator.

Available in: Workspaces → Workspaces index → Trash chip (owners and Workspace admins)