Product Updates
Track the continuous improvements to Theymes. New features, enhancements, and fixes delivered regularly.
0 new features
0 improvements
0 bug fixes
shipped in 2026
Collector Result Triggers, Agent Activity Log & Ticket View Improvements
New Features
- • New collector result automation triggers — Automations can be triggered from submitted collector results.
- • New player name filter — Allow filtering by player name.
- • New "Started by agent" platform — Add a new "Started by agent" platform to make it clearer when a ticket was started by an agent, not a player.
- • Agent activity log — The agent workforce page now has an activity log to show agent's online activity.
Improvements
- • Ticket view improvements — Support collapsing the reply editor and make the ticket view more compact vertically.
- • Add buttons for copying category and article links — Allow easily copying category and article links with a button, even when article is still unpublished.
- • Quick agent ticket view shortcut — You can quickly access all tickets by an agent in the workforce agents section.
- • Show article platforms in article selector — If article is limited to only specific platforms, show the platforms in the article selector.
- • Button for copying summary and resolution — Added a button to allow easily copying ticket summary and resolution.
Bug Fixes
- • Maximum tickets logic fix — Do not allow unverified players to create more than allowed tickets from a same device.
- • Fix collector filter in automations — Fix collector filter not working correctly after the automations were moved on the company level.
- • Fix CSAT given filter not always working — Fix CSAT given filter to always return results if CSAT has been given.
Article Platform Targeting, New Editor Elements & Company-Level Automations
New Features
- • Article platform targeting — Articles can be scoped and filtered by platform.
- • New article editor elements — The article editor now supports iframes, inline code, code blocks, callouts, and file blocks.
- • Agent messages per hour metric — New agent activity metric to track agent messages per hour.
- • Player ticket count filtering — Filter tickets by the player's open or total ticket counts.
- • Insights CSAT review filter — Filtering by whether a ticket has a CSAT review is now supported in insights.
Improvements
- • Automations moved to company level — Automations now live at company level so the same automations can be shared across games.
- • Richer ticket payloads in Theymes API — Theymes API tickets now include tags, custom fields, built-in metadata, player name, and email.
- • Ticket events endpoint in Theymes API — A new endpoint to access ticket events in Theymes API.
- • Attachments API in Theymes API — A new endpoint to download attachments in Theymes API.
- • Hiding collector elements — You can now hide collector elements temporarily without having to delete them.
- • Workflow automations — You can now use dropdown as an input for workflow.
- • Summary node in automations — New Summary node available in the automation builder.
- • New automation trigger variables — Player name, game slug, CSAT score, CSAT review text, and CSAT timestamp are now available in triggers.
- • Routing updates — Added option to prioritize tickets with the longest wait time and you can now see how many tickets match each routing rule.
- • Large ticket exports improvements — Ticket exports handle very large sets (10k+) via batching and higher limits.
- • AI Assistant filtering updates — Date filter on assistant search.
- • Billing page updates — Monthly credit usage totals shown under the usage chart.
- • Performance improvements — Improved knowledge base management and specific insights metrics performance.
- • Multi-email filter — Filter by several player emails at once.
- • Link support for images in article editor — Images in articles can point to URLs like normal links.
- • APH behavior update — Reply-and-close by the same agent counts as one action, not two.
- • New tag filter operations — "Is set" and "is not set" operators for tags.
- • Android SDK — Android SDK is now available via Maven Central.
- • Collector exports improvements — Exports include player id and tier (and related timing columns).
- • General manager permission update — General managers can manage workforce routing and settings.
- • AppFollow filtering — Support filter tickets started from AppFollow.
Bug Fixes
- • Scrolling issues in popovers — Fixed scrolling issues with some popovers in the support application.
- • Shortcuts issue in navigation — Fix shortcuts not being clickable when the sidebar is collapsed.
- • Insights hour selection issue — Hour selector respects the account timezone consistently.
- • Ticket real-time issue — Fixed a bug where tickets didn't always update in real-time.
New Knowledge Base Editor, Custom Roles & Smarter Ticket Workflows
New Features
- • New knowledge base editor — We released a new knowledge base editor with major updates and quality-of-life improvements over the old one.
- • Custom roles — Contact Theymes to set up custom roles to tailor the support application experience for your users.
- • Customize in-game landing experience per tier — Allow customizing the in-game support landing page experience per tier.
- • Multi-condition support for collectors — Allow multiple and/or conditions for collectors, including support tags, fields, player tier and platform, and depending on other collector elements.
Improvements
- • AI assistant improvements with better context — Improve the AI assistant to better understand context using links.
- • Bulk move tickets — You can now move tickets between games using bulk actions.
- • More ticket actions in Theymes API — The actions endpoint now supports new actions: send message, add private note, resolve/reject ticket, assign/unassign ticket, and remove tags.
- • Filter tickets by collector results — Support filtering tickets by what users have answered in collectors.
- • Player message automation trigger — Allow using the new player message as a trigger for automations.
- • List filters for players and tickets — Allow filtering players and tickets by multiple values.
- • Email misspelling checks — Improve automatic checks when players potentially misspell their email address.
Bug Fixes
- • Multi-language ticket messages — Show ticket messages with the language that was active at the moment, instead of the current language.
- • Long CSAT feedback display — Fix a very long CSAT feedback taking too much space in the ticket view.
- • Article status not always showing correctly — Fix a bug where a published article might sometimes show as changed even when there were no changes since publishing.
Move tickets between games, new support app sidebar and RTL support
New Features
- • Move tickets between games — Users can move a ticket from one game to another.
- • New support app sidebar — Redesigned support app sidebar.
- • Traditional results when the assistant cannot answer — If the assistant cannot answer but we found articles matching the user's search, we show traditional search results as a fallback.
- • Guides and updates in the support application — Access product guides and updates directly in the support application.
- • RTL (right-to-left) languages — Add RTL support to SDK and web support page.
- • Start conversations with email for a new player — You can start conversation directly with email even if the player has not contacted support before.
- • Support opening an unread conversation when opening help center — When the player opens the help center, the SDK/web flow can be configured to open the latest relevant conversation instead of the assistant view.
- • Customize web footer colors — Support branding the web support footer with colors.
- • New metric: CSAT (positive feedback) — New insights metric CSAT (positive feedback) shows positive CSAT ratio using the top-2-box methodology.
Improvements
- • Sortable shortcuts — Shortcuts in the agent UI can be reordered via drag-and-drop.
- • More trigger points for player metadata webhook — The player metadata webhook can now be called when a collector is submitted and after a ticket is created in addition to when SDK is opened or email ticket is about to be opened.
- • New filters — Added reopen status, agent message count, player message count, and has player attachments filters.
- • Upload fonts to the asset library — The asset library now accepts font uploads.
- • Better ticket language detection — Improved ticket language detection to more accurately pick the correct language.
- • Per-language footer link URLs — Custom footer links can use localized URLs so each language can point to different destination.
- • Assistant access for general managers — General managers can access the assistant view.
- • Article list UI — Improved the article list UI.
- • SDK header UI — Polished the top bar with clearer back navigation.
- • Improved report generation — Improved the report generation speed to avoid timeouts with large reports.
- • Fallback to English article when translation missing — Show English article as a fallback instead of showing an error page when directly accessing the article.
- • Ticket filtering and ordering in Theymes API — The tickets API exposes additional filter and sort parameters.
- • Disable anti-spam — Email anti-spam handling can be turned off when needed.
- • External CRM links in Game Settings — Render external CRM link in the ticket and player views.
- • Language-agnostic web support URLs — URLs without a language segment are supported; Theymes detects preference and redirects to the right language.
- • Clearer "change language" in ticket view — Copy and UI explain what happens to the ticket when the language is changed.
- • Article selector improvements — Article selector reuses the same status badge patterns as the knowledge base so published state is more obvious. Also show more detailed information about article status.
- • Cleaner email tickets — Improve email tickets to not show signatures and other artifacts from emails sent by certain clients.
- • Customize AI auto-translation disclaimer — Support customizing the auto-translated disclaimer text shown to players.
- • Ticket metadata in automation context — Add access to ticket metadata to trigger automations and workflows for ticket related automations.
Bug Fixes
- • Routing before ticket is ready — Do not route ticket until initialization is fully complete.
- • Fix web support language change redirecting to home — Fixed language switching incorrectly navigating to the company home page.
- • Auto-routing race condition issue — Fixed race condition between auto-routing picking up capacity and new conversation flow assigning work.
- • Native language priority vs agent languages — Native language priority now respects languages not handled by agents.
- • Article selector duplicate names — Fix article selector highlights multiple items if there are articles with same name in same category.
- • Fix AI assistant alignment with collapsed navigation — Fix AI assistant misaligned when main navigation is collapsed.
- • Insights UI improvement — Fix drag handle in insights dashboards going on top of table column names if table has no title.
- • Fix occasional error on login — Fix logging in to Theymes sometimes gives an Internal server error.
SDK Updates
- • New initialize options — Support configuring various options such as orientation, custom web canvas and nonce.
- • Fewer background API calls — Reduce the number of API calls the SDK makes in the background, making it less chatty.
- • Push tokens on shared devices — Improve push token handling for devices that are used by multiple users.
- • Android layout fix — Fix a bug for Android on certain devices when opening the support center while in landscape, the support center renders in incorrect size if forced to be in portrait mode.
- • iOS YouTube playback — Fix a bug on iOS that automatically opens YouTube videos in browser or YouTube app and won't allow playback inside the SDK.
Players management, workforce auto-offline and custom email templates
New Features
- • Players management capabilities — Released Players view and support for adding new players directly from the support app.
- • Workforce auto-offline settings — Added auto-offline configuration and activity tracking to keep agent status more accurate.
- • Custom ticket email templates — Added customizable ticket email templates so teams can tailor outbound support communication.
- • iOS push support via APNS — Added APNS configuration and token handling support for iOS push flows.
- • New ticket metrics — Added Tickets with public activity and Tickets with any activity to extend support performance reporting.
- • Backlog wait time breakdown and related filters — Added Backlog wait time breakdown plus Backlog wait time and First response time filters for deeper queue/response analysis.
- • Automation node for metadata cleanup — Added an automation node for removing tags and fields from tickets.
- • Bulk metadata cleanup actions — Added bulk mode support for removing tags and fields across multiple tickets.
- • Category SDK resources — Support opening knowledge base categories directly with the SDK.
Improvements
- • Web support branding expansion — Introduced richer branding capabilities, including option to upload branding image for company and games and configuring web support footer.
- • Routing controls for no-skill tickets — Added settings to disable routing tickets without skills to specific users.
- • Metadata webhooks for email tickets — Enabled metadata webhook support for email-based tickets to allow passing metadata directly from your own backend.
- • Optional tags and fields in player metadata webhook — Added a configurable option to include ticket tags and custom fields in player metadata webhook payloads, giving downstream systems richer context for automation and analytics.
- • Support Arabic language — Added Arabic (modern standard) support across SDK and web support experiences, with AI auto-translations supported.
- • SDK resource layout configurability — Added support for configuring whether SDK resources show full layout and navigation.
- • SDK auto-open existing chat behaviour — Added support for opening the latest active conversation instead of home view when opening support center.
- • iOS SDK documentation published — Released iOS SDK docs to improve setup and integration experience.
- • Refined settings branding pages — Reorganized branding/settings into clearer sections (general, SDK, web, tickets, and company-level branding).
- • Agent profile stats enhanced with CPH — Added CPH to profile stats to improve at-a-glance agent productivity visibility.
- • Top bar made more compact — Revamped the Agent Desktop top bar for cleaner density and faster visual scanning.
- • Dynamic ticket-aware page titles — Added dynamic support page title behavior to improve ticket visibility while multitasking.
Bug Fixes
- • Routing form stale-state/reset fixes — Fixed routing edit form state issues so updates save and reflect correctly.
- • Insights filtering edge cases fixed — Fixed tag-filter/breakdown interaction issues that could produce incorrect analytics outputs.
- • Web SDK listener typing fix (v1.2.14) — Fixed incorrect TypeScript typing behavior for addEventListener and removeEventListener, improving integration reliability.
Ticket view customization, announcements and other updates
New Features
- • Ticket view customization — You can now customize ticket list views (including configurable columns, sorting, and per-inbox view preferences) to match how your team triages and works tickets.
- • Announcements — Support showing announcements in SDK and web support site. Announcements can be configured per game or shared across all games.
- • Credit balance and history — You can now see your current credit balance and usage history in the Billing & Usage page.
- • Waiting time — Added waiting time tracking with a dedicated column and filter.
- • Support multiple environments — Multiple environments per game are now supported, allowing you to have e.g. separate development and production environments.
- • Hourly insights timeframes — Insights now supports hour-based timeframes for more granular analytics.
- • Agent breakdown — Insights now supports agent-based breakdowns (and related stats plumbing), so you can segment metrics by agent/assignee where it makes sense.
- • New activity metrics — Added CPH (closes per hour), APH (actions per hour) and agent online time metrics for tracking agent activity.
- • Automatic unassignment in routing — Added auto-unassign support to workforce routing so tickets can be automatically unassigned based on your rules.
- • Player deletion endpoint in Theymes API — Added an API endpoint to schedule player deletion.
Improvements
- • New filters — Added filters for last assigned at, last message at, CSAT submitted at, and whether a ticket has a CSAT review.
- • New roles — Added a new General Manager role.
- • Language auto-detection — Improved language auto-detection logic to more accurately pick the correct language (and avoid auto-detecting when there isn't enough information).
- • Collector improvements — Added a new checkbox element to collectors, plus support for limiting how many attachments players can send.
- • Workflows for closed tickets — Workflows can now run for closed tickets, enabling post-close follow-ups and automation actions.
- • Assign with bulk replies — You can now assign tickets to the user who replies via a bulk action.
- • More accurate agent online time — Real-time agent online time is now tracked with minute accuracy instead of hourly accuracy.
- • Improved reply editor pasting — Improved whitespace and line-break handling when pasting plain text content into the reply editor.
- • Moved tags, fields and message templates pages — Moved tags, fields and message templates settings to the company level instead of game level.
Bug Fixes
- • Google Translate crashes — Fixed crash edge cases triggered by Google Translate in the web support site.
- • Inbox view state resets — Fixed cases where switching inboxes or saving settings/filters could reset or incorrectly persist view configuration.
- • Player tier filter in insights — Fixed anonymous player tier filtering not working in insights.
- • Slack integration issue — Fixed Slack integration not always showing all channels by improving pagination handling and diagnostics.
- • Do not auto-translate player names — Prevented auto-translation of player names when translating collector results.
Customizable player tiers, metric filtering, ticket audit logs and more
New Features
- • Assign player tiers based on rules — You can now specify rules how to apply player tiers based on criteria such as tags, custom fields, platform, language, etc. With these changes you can now dynamically update how player tiers are assigned without making any changes to your game code.
- • Custom email sender address — You can now customize from which address emails sent by Theymes appear to come from for the users.
- • Insights metric filters — You can now set filters per metric, allowing you to create your own custom metrics.
- • Dashboard exports — You can now export your whole insights dashboard in a single xlsx file or zip with csv files.
- • New insights breakdowns — You can now group data by CSAT and Teams.
- • Detailed ticket audit logs — We've overhauled the ticket view with a new detailed log toggle. You can now see a comprehensive history of conversation events, including metadata updates, automation updates and more. You can also see edit history of each message.
- • AppFollow integration — You can now respond to app reviews through Theymes using AppFollow.
- • Automation debug view — A new debugging view for automation runs helps you trace and troubleshoot your workflows more effectively.
- • Automation Slack integration — We added a Slack message node that supports Slack Blocks, allowing you to send notifications in your internal channels as part of your automations.
- • Assigned filter — A new filter to quickly isolate tickets based on their assignment status.
- • Current User dynamic filter — Assignee filters now support a "Current User" option, making it easier to create shared views that personalize to the user viewing them.
- • Expanded routing logic — Routing rules now support "On Hold" and "Waiting" statuses.
- • CSAT time limit — You can now limit the number of days a user can submit a CSAT survey.
- • Prevent CSAT survey — You can now prevent a user from submitting a CSAT when resolving tickets with automations or bulk actions.
Improvements
- • Performance optimizations — We've deployed performance optimizations, particularly for generating statistics and loading the agent desktop, ensuring a snappier experience.
- • Total Articles tile — Added a "Total Articles" tile to the category view for better content visibility.
- • Public ticket actions API — Added support for setting player name and status with the public ticket actions API.
- • Text editor image sizing — You can now set explicit width and height for images within the text editor.
- • Text editor URL uploads — Images can now be added directly via URL.
- • Private notes on closed tickets — Support posting private notes to closed tickets.
- • In-app metric descriptions — Metrics and breakdowns now have in-app descriptions, making it easier to understand exactly what you are measuring.
Bug Fixes
- • Open Tickets metric fix — Fixed issues with "Open Tickets" metric when using time breakdowns and segments.
- • Insights panel editor slowness — Resolved a bug causing slowness with the insights panel editor in some scenarios.
- • Widget home view scrolling — Fixed scrolling behavior on the widget home view affecting autofocus.
- • Routing auto-route timing — Fixed an issue where tickets waiting for bulk actions could be auto-routed too early.
- • AI responses statistics — Fixed AI responses statistics not counted for hidden articles which the AI assistant referenced to.
- • AI ticket summaries language — Ensure AI ticket summaries are always in English.
- • File upload special characters — Fixed uploading files with certain special characters in the filenames.
Ticket exports, improved automatic routing and more
New Features
- • Ticket exports — You can now export your tickets. These exports include insights information as well so you can do your own analysis!
- • Company-wide routing settings — Let you fine-tune how conversations are assigned, with customizable priorization rules.
- • Unpublish articles — Got stale information in your knowledge base? You can now unpublish articles to keep your content fresh.
- • Multiple environments — Separate your testing environments from production, reducing noise from non-production environments.
- • New metrics — First contact resolution (FCR), FCR Rate and Resolution acceptance ratio help you measure your support effectiveness.
- • Enrich ticket metadata via webhook — Allow enriching ticket metadata by fetching custom fields and tags directly from game backend using a webhook.
Improvements
- • Clearer routing indicators — Agents now see clearer routing indicators, with added safeguards to prevent loops or repeated reassignment.
- • Updated ticket actions UI — Updated the ticket actions UI to make interacting with tickets smoother and more intuitive.
- • Redesigned article sidebar — A redesigned article sidebar makes it easier to manage article status, scheduling, translations, and publishing actions.
- • Localization improvements — Localization got a boost with clearer language details, smarter sorting, and more consistent UI behavior.
- • Simpler publishing workflows — Publishing workflows are simpler thanks to unified dialogs, improved batch actions, and consistent editor controls.
- • Numeric custom fields — Added full support for numeric custom fields, including creation, editing, validation, and filtering.
- • Better filters — Filters got better with support for all different types of fields, with new comparison operators that let you narrow down results even further.
- • Email delivery reliability — Email delivery is more reliable with batching and delivery safeguards.
- • Push notification environments — Push notifications now allow you to configure different configurations per environment.
- • Improved message composer — The message composer is more intuitive, with clearer states for private notes vs. player replies.