Introducing 2026.5.0

This release focuses on accessibility, performance and security. We have made a large round of accessibility improvements across the admin and agent interfaces; snippets and ticket lists load faster on busy helpdesks, and we have tightened security.

It also includes a wide range of fixes across tickets, the Help Centre, reports, admin and channels.

tl;dr: what's new? 🎉

• Accessibility: Screen readers and keyboards work better across the agent interface and admin. Date filters use a new calendar with month and year dropdowns.

• Tickets: Snippet search and snippet lists are faster on large libraries. Sidebar filter counts load faster on busy helpdesks.

• Security: We've made a range of security improvements across Deskpro.
  

Changes to be aware of

Three changes in this release alter existing behaviour. Most helpdesks won't notice them, but please check whether any apply to you.

• API key tag restrictions. Tag restrictions on API keys weren't being applied correctly, and they're now enforced. As a result, API keys created with the default settings can no longer delete records. If you have an integration that deletes records through the API, check the tag restrictions on its API key.

• Azure OpenAI models. We've deprecated the following models for Azure OpenAI: gpt-4o, gpt-4o-mini, gpt-4.1, gpt-4.1-mini and gpt-4.1-nano. They're no longer offered for new connections, and existing connections keep working. Available on Professional and Enterprise plans.

• SCIM and deleted agents. SCIM previously skipped people whose email address belonged to a deleted agent. Deskpro now restores them as users instead.

Accessibility

More of our ongoing work to make Deskpro easier to use with a keyboard and a screen reader, across both admin and the agent interface.

• Clearer labels for screen readers and better keyboard operation in the agent interface, including the ticket view and reply box, with improvements across the rest of the interface.

• Ticket list and search filters work better with a keyboard and screen reader, and date filters now use a new calendar with month and year dropdowns.

• The same improvements in admin, including Messenger and Voice settings and the chatflow builder, with improvements across the rest of admin.

• The forms for creating and managing ticket and user fields, and the other fields in admin, are easier to use with a keyboard and screen reader. The settings you choose are now kept when you save, including validation rules, option order and the days allowed on date fields.

Tickets

Faster snippets, queues and ticket updates on busy helpdesks, along with fixes across messages, email and channels, and other parts of tickets.

Snippets and macros

• We've improved snippet search. Results come back faster on large snippet libraries, and searching for a category name now also lists the snippets in that category. We've also fixed an issue where draft snippets appeared in search results. After you upgrade, it can take a little while before every snippet appears in search.

• We've improved how snippet lists load in the agent interface and in admin, so large snippet libraries open quickly and more snippets load as you scroll. This also fixes an issue where snippets in the last category didn't show until you selected Load more.

• We've resolved two problems in the snippet editor: links can be created and edited again, and table controls, which could sit out of reach, are now in the toolbar. The table change also applies to other editors that support tables.

• Snippets added by macros behave as expected again. A macro with more than one Use snippet action now inserts all its snippets, and snippets sent by a macro keep their formatting and pasted images.

• Macros set to Run on send weren't always applying their actions when you sent your reply. That's now resolved.

• Tasks added by a macro, a trigger or another agent now appear straight away, without you needing to refresh the page.

Ticket queues

We've made improvements to the performance of queues, particularly on busy helpdesks, and fixed several queue issues.

• We've made improvements to increase the speed at which ticket filter counts load in the sidebar, including for queues grouped by ticket fields.

• We've corrected how queues sort. Sorting by a number field now works correctly, and queues grouped or sorted by a field with a list of options follow the order of those options set in admin.

• Changing how a queue was grouped while a faceting filter was applied in Table View could make the page update itself over and over. This no longer happens.

• Faceting filters set in Table View no longer carry over to Dual View and Kanban, where they could leave a queue looking empty. They now only apply in Table View.

• Resolved an issue in mass actions where you couldn't type to search the options of a drop-down field.
  

Messages, email and channels

• Images in the reply editor no longer disappear when you click on them or move the cursor around them.

• Resolved an issue where splitting a message made other messages on the original ticket disappear from view until you refreshed the page.

• Outbound emails were losing the paragraph spacing from the reply editor. They now keep it.

• Auto-threading now has an Include Pending option, so email replies can be added to tickets with the Pending status. It's off by default.

• Calls from withheld numbers to Deskpro-managed voice numbers weren't connecting. They now connect as expected.

• Returning WhatsApp users now go through your chatflow, where they were being routed to their resolved ticket. Resolved tickets are only reopened when your settings allow it, and messages from users whose ticket was deleted or marked as spam start a new ticket.

• We've addressed several problems with re-authenticating Facebook and Instagram. Re-authenticating a Meta account no longer adds every Page on that account, a failed re-authentication now shows Meta's reason, and re-authenticating a custom Meta app no longer fails. Custom Meta apps are available on Deskpro Private.

• Visitors who use two different Messenger widgets on your websites no longer see "Limited Access" when they open the second one.

• Satisfaction survey links weren't working when the ticket's requester was an agent. They now work as expected.

• For Deskpro Private customers, we've made improvements to how emails from Microsoft 365 mailboxes are ingested into your helpdesk, so they appear as tickets faster.
  

Other ticket changes

• We've made improvements so that changes to tickets with a long conversation history, such as updating the status or a field, save faster.

• Required ticket fields no longer briefly show as missing while a ticket loads.

• Fixed an issue where currency field values showed multiplied by 100 after saving.

• For helpdesks using ticket templates, we've addressed an issue with fields that only show when another field has a certain value. These fields stayed hidden even when the template filled in that value, and now appear as they should.

• Choosing a user, for example on a new ticket or when adding CC recipients, works smoothly again. You no longer need to click twice before you can type, and the field keeps your typing.

• A ticket's next SLA time now counts down to the earlier SLA warning, where it had been counting down to the SLA failure.

• Resolved an issue where a ticket's Billing tab didn't show all charges when there were a lot of them.

Help Centre

Fixes for managing your Help Centre content, and for what your users see.

Managing Help Centre content

• Clicking into an article's title, or a text or date field, and clicking away without changing anything no longer updates its last-updated date or creates a new revision.

• The glossary page in Publish was showing a blank screen and wouldn't let you add terms. It now loads as expected.

• Fixed an issue where the text wrapping options for images in the guide editor opened behind the editor.

• The Create button now keeps working when you create several community topics in a row.

• In Publish, a news post's last-updated panel now shows who last edited it.

Your Help Centre

• Help Centre users are now asked for their password before making another email address primary or removing one.

• In the Knowledge Base, long category names no longer overlap article titles or hide the last articles in the category.

• The browser's back button now takes you to the right page in a guide.

• News posts now show their original author, where they had been showing the last person to edit them.

• Resolved an issue where breadcrumbs on news post and file pages didn't show the title in the reader's language.

• Glossary terms keep their highlight and definitions again in coloured text, inside tables, and when part of a term has different formatting.

• Search engines now show your Help Centre's own icon, where some had been showing the Deskpro logo.

• The formatting toolbar in the Help Centre's message editor now appears reliably when you click or tab into it.

• When a user edits a ticket's details in the Help Centre, the ticket's first message now keeps its original author.

Admin

Fixes for admins managing agents, seats, rules, translations and user provisioning.

• Resolved an issue where an agent profile couldn't be saved straight after the signature was edited.

• Clicking the Administrator Access label in an agent profile toggles its switch again.

• The Add agent seats window now opens the billing page, where it had been showing a "Page not found" error.

• The agent seats window on the admin dashboard couldn't be used on smaller screens. That's now resolved.

• On Deskpro Cloud, converting a user to an agent when every seat is in use now shows the seat-limit message instead of a general error.

• Dates chosen when setting up triggers, escalations and other rules no longer shift back a day for agents in time zones behind UTC.

• Your helpdesk's company icon was missing from the agent navigation. It now shows as expected.

• For customers on Enterprise plans, a translation for the Help Centre two-factor setup error message can now be saved. Admin also now shows an error if a translation can't be saved.

• For customers on Professional and Enterprise plans using CRM sync, custom headers added to CRM sync webhooks now show on the CRM sync page, and saving the page no longer removes them.

• We've resolved several problems with SCIM provisioning from Entra ID. It now accepts all the email addresses Entra ID sends, applies partial name changes such as a new surname, and keeps surnames with more than one word intact.

Reports

Fixes for dashboards, scheduled reports and the Agent Hours report.

• Navigating Reports dashboards is smoother. The dashboard menu scrolls to its last item again, and a new tab stays where you drag it when you save.

• Dashboard charts that combine more than one query were missing their legend. They now show it, as they do in the report builder.

• Scheduled reports can now run queries for longer, and a statistic that can't be generated now says so, with the reason, instead of sending empty data.

• Resolved an issue where the Agent Hours timeline became misaligned when zoomed in and across date ranges. Long agent names also no longer push the hours total out of view.

AI

Fixes for AI Logs, AI feedback and AI web sources.

• For customers on Professional and Enterprise plans, AI Logs now load on helpdesks with a large number of records. Logs are listed newest first, and columns can no longer be sorted.

• AI Logs record the cost of OpenAI, Azure OpenAI and Deskpro-managed AI requests again, and missing costs from earlier requests are filled in automatically. Available on Professional and Enterprise plans.

• The satisfaction scale in the feedback form for AI features now matches its labels. Available on Professional and Enterprise plans.

• Adding a website as an AI source no longer fails with "No pages found" when the site briefly blocks or limits Deskpro's first request. If a site can't be reached or blocks Deskpro, you'll now see that, and the Retries setting is respected. Available on Professional and Enterprise plans.

Security

A broad set of security improvements.

• Addressed several security issues in the Messenger.

• Addressed several security issues in the Help Centre.

• Addressed several security issues affecting sign-in, admin and the API.

• Closed a security issue affecting file attachments.

• Closed a security issue affecting shared report dashboards.

• Closed a security issue affecting connections Deskpro makes to other services.

Other

Fixes across signing out, profile notes, notification preferences, the API and scheduled tasks.

• Logging out of Deskpro no longer signs you out of other web apps on the same domain.

• Creating a queue through the API no longer fails when display_order is left out, and leaving out filter_set now returns a clear error.

• The articles API now returns each article's expiry and review fields, as documented.

• Fixed an issue where one failed scheduled task stopped the rest of the scheduled tasks from running.

• The Save and Cancel buttons in the Notes section of user and organisation profiles are no longer cut off for agents with long names.

• Fixed an issue where notification preference toggles changed themselves after you saved.