Supportman Changelog https://supportman.io/changelog/ Product updates and improvements to Supportman. en-us Sun, 07 Jun 2026 00:00:00 GMT Approvals Workflow https://supportman.io/changelog/approvals-beta/ https://supportman.io/changelog/approvals-beta/ Sun, 07 Jun 2026 00:00:00 GMT Support agents make judgment calls all day — refunds outside policy, credits for service failures, exceptions for key accounts. Approvals gives those decisions a proper workflow instead of a shoulder-tap in Slack.

How it works

  • Agents request approval from the Intercom inbox without leaving the conversation.
  • Managers receive the request in Slack with full context.
  • Approve or reject with a reason — the decision is recorded on the conversation.
Supportman Approvals panel in the Intercom inbox with request type and details fields
Request an approval from the Approvals tab in the Intercom inbox.
Pending approval request in Slack with Approve and Deny buttons
Managers approve or deny in #intercom-approvals with a required comment.
Approved refund request shown in the Supportman Approvals panel in Intercom
The decision flows back to the agent in Intercom.

Beta access

Approvals is free during the limited release. Email team@supportman.io to enable it for your workspace.

]]> DSAT channel for Slack https://supportman.io/changelog/dsat-channel/ https://supportman.io/changelog/dsat-channel/ Mon, 01 Jun 2026 00:00:00 GMT Most support teams want the whole team seeing every CSAT in one channel — and a separate place where dissatisfied ratings get immediate attention. DSAT channel splits those two needs.

What's included

  • Route dissatisfied and neutral Intercom ratings (😠 🙁 😐) to a dedicated Slack channel.
  • Keep your main ratings feed for the full team view.
  • Configure the DSAT channel in Slack App Home — pre-filled with your current channel.
Supportman App Home in Slack showing main channel and DSAT channel dropdowns
Select your main ratings channel and DSAT channel in Slack App Home.
Supportman Slack message showing a dissatisfied conversation rating with assignee, customer, and View Conversation link
Dissatisfied ratings land in your dedicated DSAT channel.

Availability

Available on Pro plans and above. Basic plans keep a single ratings channel.

]]> Scheduled shares route to Slack channels https://supportman.io/changelog/scheduled-share-routing/ https://supportman.io/changelog/scheduled-share-routing/ Mon, 01 Jun 2026 00:00:00 GMT When you schedule a conversation share from the Intercom Inbox App, it now lands in the Slack channel you picked — not as a direct message.

What changed

  • Scheduled inbox shares respect the channel destination you chose when setting up the share.
  • DM shares still work when you explicitly send a conversation to yourself.
Send at dropdown with Now, In 15 minutes, In 2 hours, and Tomorrow at 9am options
Schedule a share to a channel — it now routes to the channel you selected.
]]> Clearer First Reply and Response Time metrics https://supportman.io/changelog/first-reply-response-time-metrics/ https://supportman.io/changelog/first-reply-response-time-metrics/ Fri, 29 May 2026 00:00:00 GMT Weekly reports now show First Reply and Response Time as distinct metrics — so you can see how quickly agents pick up conversations versus how long resolution takes.

What changed

  • First Reply and Response Time no longer show the same value.
  • Each metric uses the correct calculation for its definition in the report.
]]> Weekly reports for active agents only https://supportman.io/changelog/weekly-reports-active-agents/ https://supportman.io/changelog/weekly-reports-active-agents/ Fri, 29 May 2026 00:00:00 GMT Personal weekly report DMs now go only to agents who were active during the reporting week — less noise for inactive team members.

What changed

  • Agents with no activity in the week no longer receive a personal weekly report DM.
  • Team channel reports are unchanged — managers still get the full team view.
]]> Weekly reports redesign https://supportman.io/changelog/weekly-reports-redesign/ https://supportman.io/changelog/weekly-reports-redesign/ Fri, 29 May 2026 00:00:00 GMT Weekly Slack reports have a refreshed layout — clearer week boundaries, warmer colours, and charts that make it obvious which team and period you're looking at.

What's new

  • Redesigned Block Kit layout with a clear week header and team context.
  • New charts with a warmer colour scheme.
  • 7-day ratings summary graph added to every report.
Redesigned weekly report with charts and ratings summary
Weekly report with updated charts and colour scheme.

Why we redesigned

The new layout aligns with Supportman's refreshed identity — human-focused, warm, and clear at a glance. Each report signals the team and week without feeling like a data dump.

]]> Intercom Inbox App rebuilt https://supportman.io/changelog/intercom-inbox-app/ https://supportman.io/changelog/intercom-inbox-app/ Wed, 27 May 2026 00:00:00 GMT The Intercom Inbox App has been rebuilt from scratch. Share any conversation to a Slack channel for the team, or DM it to yourself for follow-up — without copying links or switching tools.

What you can do

  • Send a conversation to any Slack channel your team uses.
  • DM a conversation to yourself for later.
  • Schedule a share for a specific time.
  • Pick channels from a rebuilt channel picker inside the inbox sidebar.
Supportman Share to Slack panel in the Intercom inbox sidebar
The Supportman panel in the Intercom inbox apps sidebar.
Share to dropdown showing Slack channels and direct message to yourself
Choose a channel or DM yourself from the Share to dropdown.
Slack message from Supportman showing a shared conversation with note and Open Intercom Conversation button
Shared conversations land in Slack with a link back to Intercom.

Why we rebuilt it

Every support team has the same version of this problem: a conversation the lead needs to see, something you pick up at 4 PM that waits until morning, or a pattern emerging across threads. The new inbox app makes sharing those conversations one step from Intercom.

]]> Changelog and RSS feed https://supportman.io/changelog/changelog-launch/ https://supportman.io/changelog/changelog-launch/ Tue, 26 May 2026 00:00:00 GMT The Supportman changelog is live — a public record of what we ship, with an RSS feed so you can follow along without checking back.

What's live

How to follow

Add the RSS feed to your reader, or bookmark the changelog page. New entries land here first before they go out in email.

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