Changelog

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Follow along as we build the support platform your team deserves. New features, improvements, and fixes — all in one place.

March 2026

Improvement Mar 1, 2026

Zendesk Sidebar Enhancements

Continued Zendesk v2 polish — improved sidebar UI with better escalation display, corrected domain references, and a cleaner layout for ticket context.

February 2026

New Feature Feb 28, 2026

Escalation Trigger Management

Configure when and how conversations escalate from AI to human agents. Set conditions based on sentiment, topic, keywords, or customer tier.

Bug Fix Feb 28, 2026

Fixed Pagination Compatibility

Resolved a Pagy compatibility issue that caused pagination to break on conversation lists and data source views.

Improvement Feb 25, 2026

Release Management Workflow

Added a release management workflow with versioned releases and automated artifact publishing for the Zendesk integration.

Integration Feb 25, 2026

Zendesk v2 — Stability & Performance

Major stability and performance improvements to the Zendesk integration. Rebuilt webhook handling, faster sidebar rendering, and more reliable ticket sync across high-volume support queues.

Improvement Feb 22, 2026

Dark Mode

SupportUnicorn now supports dark mode across the entire dashboard. Easier on the eyes during late-night support shifts and early-morning triage.

Improvement Feb 22, 2026

Automated System Tests

Added Capybara-based system tests with pre-commit hooks. Catches regressions before they reach production.

Improvement Feb 15, 2026

Infrastructure & Deployment Improvements

Deployment reliability improvements including always-on machine configuration, Terraform cleanup, background job queue tuning, and resource deletion ordering fixes.

Bug Fix Feb 10, 2026

Fixed Agent Deletion

Resolved an issue where deleting an AI agent could fail silently or leave orphaned data in the database. Agent deletion now cleans up all associated resources.

New Feature Feb 9, 2026

Feature Flags

Added feature flag support to control rollout of new features per organization. Enable or disable capabilities without deploying new code.

New Feature Feb 8, 2026

Email Magic Link Authentication

Sign in to SupportUnicorn with just your email — no password required. We send a secure magic link via Resend that logs you in with one click.

Improvement Feb 1, 2026

Slack Installation Redesign

Rebuilt the Slack app installation flow to support the new multi-agent architecture. Smoother onboarding, better error handling, and cleaner OAuth flow.

January 2026

Bug Fix Jan 18, 2026

Fixed Slack Escalation Notifications

Resolved an issue where Slack escalation notifications displayed incorrect timestamps and occasionally failed to deliver to the configured channel.

New Feature Jan 9, 2026

Marketing Pages

Launched marketing pages within the app including a public homepage, support page, and product positioning for new visitors.

December 2025

New Feature Dec 30, 2025

Billing & Subscriptions via Stripe

Self-serve billing is live. Choose a plan, enter payment details, and manage your subscription — all powered by Stripe.

Improvement Dec 27, 2025

Conversation Filters

Filter conversations by status, channel, agent, and date range. Find the conversations that need attention without scrolling through your entire inbox.

Integration Dec 21, 2025

Zendesk Integration

Connect SupportUnicorn to your Zendesk instance. AI handles incoming tickets, provides sidebar context, and works alongside your existing Zendesk workflow.

New Feature Dec 13, 2025

AI-to-Human Handoff

Seamless escalation from AI to human agents. When the AI cannot confidently answer, it routes the conversation to your team with full context preserved.

November 2025

New Feature Nov 26, 2025

Multi-Agent Support

Create multiple AI agents with different knowledge bases, personalities, and routing rules. Each agent specializes in a different area of your product.

Improvement Nov 23, 2025

In-App Document Chunking

Moved our document chunking pipeline from an external service into the core Rails app. Faster processing, fewer dependencies, simpler architecture.

New Feature Nov 11, 2025

Website Scraper Data Source

Point SupportUnicorn at your website and we automatically scrape, chunk, and index the content for your AI knowledge base. No manual uploads needed.

New Feature Nov 9, 2025

File & Text Data Sources

Upload files or paste text directly to build your AI knowledge base. Supports PDFs, documents, and plain text — stored securely in S3.

Improvement Nov 2, 2025

Minified Web SDK

Our chat widget SDK is now minified and optimized for production. Smaller bundle size means faster page loads for your customers.

New Feature Nov 1, 2025

Live Chat Widget

Embed a customizable live chat widget on your website. AI answers customer questions instantly, with real-time WebSocket messaging and human handoff.

October 2025

New Feature Oct 5, 2025

SMS Channel via Twilio

Add SMS as a support channel. Customers can text your Twilio number and get AI-powered responses, with seamless escalation to human agents.

September 2025

Integration Sep 6, 2025

Slack Integration

Connect SupportUnicorn to your Slack workspace. Receive support conversations in Slack channels, respond directly from Slack, and manage escalations without leaving your team chat.

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