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Product Updates

Stay up to date with the latest features, fixes, and enhancements to initdesk.

New Feature

Push notification

initdesk now supports push notifications for new tickets, so your team can see incoming customer conversations faster without keeping the inbox open all day.
When enabled, initdesk can show new ticket notifications on supported desktop browsers and Android devices. Each organization controls its own setting, so teams can choose where push alerts should be active.
Go to Settings > General > Enable new ticket notifications to turn it on for your organization.
Browser push notification from initdesk showing a new ticket alert
New Feature

Help Center analytics

See what customers actually do on your Help Center and Live chat widget. The new Help Center analytics dashboard shows views, searches, chat submits, and widget sessions for any period you choose.
Spot your busiest articles, the searches that return nothing, and where self-service is working before tickets pile up. Go to Sidebar menu > Insights in initdesk to review top paths and search terms for your organization.
Read Help Center analytics.
Help Center analytics dashboard with summary metrics for views, searches, chat submits, and widget sessions, plus top paths and top search terms tables
Enhancement

Help Center in seven languages

Your public Help Center and Live chat widget now show built-in UI text in seven locales. Navigation, search labels, feedback prompts, and widget chrome follow the visitor's language when a supported locale is available.
Supported locales:
  • en (English)
  • es (Spanish)
  • pt-BR (Portuguese, Brazil)
  • nl (Dutch)
  • fr (French)
  • de (German)
  • it (Italian)
You still publish articles in the languages you choose. This update covers the Help Center interface around your content.
Read the Help Center overview.
Enhancement

Fine-grained events for Slack and webhooks

Slack notifications and webhooks now let you choose exactly which ticket events should trigger a message or delivery—so your channels and endpoints stay focused on what matters.

What's New

The following events are now available:
  • Ticket created
  • Ticket status changed
  • Ticket assignee changed
  • Customer replied
  • Teammate replied
  • System replied
  • Internal note added
  • Ticket resolved
Pick the events you care about when you set up or edit a webhook, and use the same controls in your Slack integration.
Create New Webhook dialog with endpoint URL, optional description, selectable ticket events, and template dropdown
New Feature

Linear integration

You can now connect Linear to initdesk, create product issues from support tickets, and link customer conversations to the work already happening in Linear.
Support and product teams need a tight feedback loop. With Linear connected, agents can create a new issue from the ticket sidebar or attach a ticket to an existing issue, so bugs, feature requests, and customer feedback stay connected to the conversations that started them.
The issue creation flow supports the details product teams expect: team, status, assignee, subscribers, labels, title, and description. initdesk can also include ticket context and a reference link back to the original support conversation.
You can configure a default Linear team and title prefix in Settings > Plugins > Linear, making issues created from support easier to route and recognize.
Read the Linear integration guide.
Linear issue linked from an initdesk support ticket
New Feature

Live chat

You can now add the initdesk Live chat widget to your website, so visitors can get instant help without leaving the page.
Live chat brings your Help Center into a small website widget. Customers can ask questions in plain language, search your published articles, and browse Help Center content directly from the page they are viewing.
The widget is installed with a single JavaScript tag and automatically follows your Help Center branding, including your primary color.

How it works

  • Copy your widget snippet from Help Center > Chat widget in initdesk.
  • Add the snippet to your site—most teams paste it just before the closing </body> tag—or publish it through Google Tag Manager as a Custom HTML tag (often fastest when marketing owns tagging).
  • Visitors can open the widget, ask questions, and browse your published Help Center articles.
  • Live chat answers using your published Help Center content, helping customers self-serve before they need to contact your team.
Live chat widget installed on a website
New Feature

Bring Your Own Data (BYOD)

Great support requires great context, and that's why we're launching BYOD today: connect any internal API to initdesk and display customer data right next to the conversation.
With BYOD, your team stops switching tabs and starts resolving tickets faster—with all the context they need in one place.
How it works: provide your API endpoint, add authentication headers, and use Liquid templates with built-in UI components to design the perfect sidebar panel. No Zapier. No middleware. Just your endpoint.
AI-ready by default. The data you bring in is automatically available to our AI, making drafted replies more accurate and personalized.
Check the docs to learn more →
New Feature

Help Center custom domain

You can now publish your Help Center on your own domain, like help.yourcompany.com, instead of using the default initdesk URL.
initdesk automatically manages SSL certificates, so your help center stays secure over HTTPS without extra configuration.

How it works

  1. Open Help Center → Custom domain
  2. Enter only the hostname, such as help.yourcompany.com
  3. Add the TXT and CNAME DNS records shown by initdesk, then confirm when you're done
Once the records are verified, your custom domain becomes active automatically. Read the full setup guide.
Help Center custom domain setup
New Feature

Subscriptions are now live

New organizations can start with a 14-day free trial, and after that billing follows the monthly ticket volume handled by the organization, not the number of seats.
We believe support software should encourage collaboration, not make it more expensive. Charging per seat often creates friction around headcount, limits who can access customer context, and makes support harder to scale across founders, support, ops, and product.
With initdesk, you can bring the whole team into the inbox with unlimited users, unlimited inboxes, and AI built into the product, not sold as a separate add-on per resolution. In many real-world scenarios, this can make initdesk up to 90% more affordable than traditional seat-based help desk tools.
Our soft launch ended on March 12, 2026. If you signed up during that period, you keep your 50% lifetime discount and can claim it using the same email address you used to register.
Please check the pricing page to get more details.
Subscriptions are now live
New Feature

AI overview

initdesk now shows an AI overview inside each ticket: a running summary of the key actions and outcomes in the conversation.
The summary updates on every ticket interaction, so your team can get up to speed faster. It's enabled by default for now, and soon you'll be able to control it per inbox in Settings > Inbox.
AI overview inside a ticket