What's new at ThriveDesk

A rebuilt editor for replies, notes, and drafts — with the features you asked for.

ThriveDesk runs AI Assist, Summarization, and Auto-replies on our managed models by default. With Bring Your Own Key (BYOK), you can connect your own API credentials from a major AI provider and run those features on the model your team prefers.

Your inbox should only have conversations worth having, keep the noise out.

Write now. Send at the perfect moment.

Not every ticket needs your attention right now. Snooze it, and it comes back exactly when it should.

A few seconds to pull back a reply after you hit Send.

Collect better context before the conversation even begins.

Custom Fields for Tickets let you shape your ticketing system around your own workflows, no code required.

A redesigned iOS app that's faster to navigate and quicker to work in.

Split a message into its own thread so each conversation stays on one topic.

You can now update the email subject right inside the thread view — no need to leave the conversation or dig through settings.

Merge several conversations in one click, plus fixes across inboxes, LiveChat, and the WordPress Portal.

Live Chat is now on Android. We rebuilt it from the ground up for mobile, so it loads faster and holds up under a busy queue.

A unified AI interface, instant embedding, and a new AI Playground for training, testing, and customizing your chatbot in one place.

Turn off auto-advance so you stay on the current ticket after replying. The Android app also gets real-time WebSocket syncing and new filters for tags and teammates.

Two new blocks for the Knowledge Base editor — toggles and steppers — plus a fix for conversation previews.

Brand your AI chatbot with your own name and logo, get new Copilot summary and draft actions, and pick up a few usability fixes along the way.

Shareable links for live chats and a right-click menu to change status, set priority, and assign agents without opening the conversation.

Security and data-integrity fixes for the WordPress plugin, plus usability fixes in the main app.

Labels now update in real time, conversations stay in sync, and the chat widget shows loading states while content loads.

Handle conversations in bulk, see attachments sorted and grouped, and get a chat view that scrolls and loads faster. Plus a handful of UI fixes.

Updates to chat navigation, attachments, infinite scrolling, and real-time messages.

More reliable scraping, accurate conversation counts, and a round of performance and bug fixes.

A refreshed contact UI, a new conversation navigator toggle, and label management that scales to bigger workspaces.

Cleaner chat widget settings, multi-select search filters, and a batch of UI fixes.

New AI auto-reply controls, cleaner classification prompts, and live chat feedback you can act on. Async processing and per-workspace AI settings round it out.

A redesigned live chat interface, more control over your AI chatbot, and a new Q&A section in Knowledge Hub.

You can now migrate from HelpScout to ThriveDesk, plus stability and formatting fixes.

Migrate from ZenDesk into ThriveDesk, create contacts straight from the details panel, and a few UI refinements.

A new SmartApp for building custom apps inside ThriveDesk, plus easier AI access and better chat widget controls.

A refreshed editor, new chat widget article viewing modes, and smoother live chat loading.

CC and BCC recipients are now validated, and auto-replies skip do-not-reply addresses, so your emails land where they should.

Instant Replies get a new interface and more functionality for quick, consistent responses.

The chat widget gets a cleaner design, smoother animations, and new tools that make it easier to navigate.

We’ve released a set of improvements and fixes to make your GitHub integration smoother and your Live Chat notifications more reliable.

Fixes for article formatting, editor stability, and a few visual quirks in the Knowledge Base editor.

New content tools for the Knowledge Base, plus updates to search, the AI engine, and email handling.

A rebuilt Knowledge Base editor, a new Consumer API for articles, and a handful of fixes.

AI search comes to your Knowledge Base. Customers get results that read intent, so they find the right answer even when their words don't match the article.

Connect Stripe to see customer billing and transaction history inside ThriveDesk, plus improvements to navigation, conversation handling, and a set of bug fixes.

Sell through Paddle? ThriveDesk now shows subscription and billing details right in your support dashboard.