Features

Tickets

We’ve made major improvements to ticketing, giving your team more visibility, control, and efficiency when managing customer communication and internal workflows. More information can be found about how to manage these statuses can be found here on our Knowledge Base.

• New Status Options: Added ticket statuses for New, Awaiting Reply, Action Needed, Open, and Resolved, making it easier to track where each conversation stands. Displayed in Tickets Grid, on each individual ticket, and as new options for submission.
  

  

  

   

• Improved Visibility in Replies: Internal notes now display with distinct background colors so your team can easily distinguish between staff-only notes and public replies.

  
   

• Projects: Add a quick method to change ticket projects, and new project permissions,  streamlining collaboration and keeping resolution timely.
  
   

• Live Staff Activity Display: See in real time when another staff member is already viewing a ticket, reducing overlap and improving handoffs.
  
  

   

• Automatic Requester Assignment: If the sender matches an existing customer record, the requester field is automatically populated, keeping records accurate and saving time.

• Custom Ticket Permissions: Allow you to configure who has visibility of specific ticket projects, and who has the ability to reply publicly. 
  

   

• Flexible ‘Send From’ Facility: Choose whether replies are sent from the current facility or the customer’s home facility, ensuring communication aligns with how your organization is structured.
  

Check-Ins: Improved the check-in grid to stay automatically in sync across workstations.

• Real-Time Updates Across Seats: When a check-in is added or deleted, the grid instantly refreshes on all other active seats (other computers), ensuring staff always see the most accurate, up-to-date information.

• Note on Same-Seat Browsers: This automatic refresh applies across seats, not within multiple browser tabs on the same seat. (For example, if you have two tabs open on the same computer, the second tab won’t auto-refresh. But all other computers logged into different seats will update in real time.)

Segments: Added new filters and categories to customer segments.

• Filter by Recently Changed/Impacted Customers: Segments (and their exports) can now be limited to only customers with activity or changes within a selected date range.

• Comprehensive Activity Tracking: The filter considers a wide range of updates, including customer visits, record updates/creations, and any audit log entries linked to that customer.

• Practical Use Case: When exporting large lists to marketing software, this filter allows you to pull only customers who’ve had activity in the last month.

• Note: This filter is also available in Segment Reporting and Auto-Emailed Reports.

Segments: Introduced three new columns to customer segments for deeper insights and reporting, including powerful lifetime value metrics.

• Membership Columns – Quickly identify membership status and details for more targeted segmentation.

• Lifetime Columns – Track lifetime value metrics to better understand customer relationships and long-term engagement.

• Lat/Long Columns – Access precise geolocation data for customers, unlocking advanced marketing opportunities and geographic analysis.

These additions provide greater visibility into customer relationships and open new ways to drive retention, engagement, and marketing strategy.

Products: Added barcode scanning functionality when receiving product transfers.

Products: Added columns for expected quantity and backordered quantity when receiving against a purchase order.

This change helps to reduce errors when receiving products by increasing visibility of expected and backordered products.

Customers: Added a new column to display and search for online customer profiles by Facility ID.

Improvements

Tickets: The 'Default Ticket Project' cannot be made inactive.

Tickets: Improved the ticketing interface by locking the ticket header at the top of the screen while scrolling through ticket content within a customer record.

Tickets: Updated the grid view so resolved tickets now appear faded instead of crossed out. 

This improves readability while making it clear that resolved tickets remain clickable for review.

Tickets: Creating a ticket directly from a customer record now auto-fills that customer as the requester.

 Staff that are logged in remain listed as the submitter.

Tickets: Added a new filter option to display only tickets without any secondary comments. 

This filter option it easier to identify and follow up on tickets that have not yet received additional input or updates.

Tickets: Limit collaborator menu within tickets to only display staff profiles.

Contracts: Added zoom controls to the attachment validation window, making it easier to navigate and review PDF documents.

Permissions: Enhanced the interface for managing custom permissions. 

You can now hover over any cell to view details, scroll while keeping headers visible, expand or collapse all permission groups, filter to show only assigned permissions, and search by permission name for faster navigation.

Check-in: Reformatted the customer sidebar to prioritize 'important' notes to appear above other attributes for improved visibility during check-in.

Plans: Added a full data table with sorting, filtering, and a toggle to display only enabled enrollment types, improving the usability and clarity of enrollment type selection when editing or building plans.

In Build (Menu) > Plans > In Plan configuration Settings > 'Big Edit' > Enrollment Ranges (Tab)

Plans: Added column to enrollment ranges grid for hidden enrollment types.

In Build (Menu) > Plans > In Plan configuration Settings > 'Big Edit' > Enrollment Ranges (Tab)

New Charts

Email Automations: Added new activity charts for each Email Automation within row details.

New charting for engagement with Email Automations have been added to track Sent Emails, Delivered Emails, Unique Opens, Unique Clicks, Bounced, and Deferred emails for added visibility of engagement metrics.

In Build (Menu) > Notifications > Notifications 'Email Automations' (Tab) > Expand Email Automation > Activity Chart (Tab)

Fixes

Dashboard: Fixed an issue where today’s member count was being displayed incorrectly due to the delta being subtracted.

Products: Fixed an issue where pressing Enter during an inventory count scan would unintentionally close the window.

Customers: Fixed an issue where changes to the 'Wants dues posting notifications' setting toggle from the customer record were not being saved.

Front Desk: Fixed cart pricing when using the 'Return' button from invoice line items within the Customer Record.

Previously, $0 transactions from a 100% discount would populate an incorrect value in the cart.

Contracts: Fixed an issue that caused an error when running a Dues Review report if no active pricing version was configured.