January 2026 product release

Starting the year with smarter playbooks and smoother navigation

The holidays have come and gone, resolutions are in full swing, and we're kicking off the new year with a fresh batch of updates. Whether you're still recovering from the festivities, or already deep in Q1 planning, we've got some improvements that should make your work a little smoother.

Here's what we shipped between November and the new year:

• Smarter playbook suggestions: improved accuracy and relevance when recommending playbooks
• Integration upgrades: ServiceNow knowledge articles, Slack multi-workspace, M365 groups, and Halo PSA joins the family
• Navigation overhaul: cleaner information architecture and directory redesign
• Conversation improvements: request queue visibility, better message handling, and real-time updates
• Performance & reliability: CDN for faster loads, improved ticket tables, and dozens of stability fixes

What's new for our customers

Integrations

We've expanded and polished integrations across the board. Here's what's new for each platform:

ServiceNow

• Knowledge articles: You can now search and retrieve ServiceNow knowledge articles directly from Fixify. When an analyst needs documentation, they can pull it without leaving the conversation — great for linking relevant KB content to tickets.
• Task comments: Support for comments on sc_task records where applicable. Notes flow both directions.

• Date handling: Fixed parsing for new date formats in SNOW comments — timestamps now display correctly regardless of format.
• Ingestion reliability: Fixed timeout issues during ticket ingestion that were causing delays in high-volume environments.

Slack

• Multi-workspace support: Enhanced architecture now supports multiple Slack apps, enabling true enterprise multi-workspace support. For organizations with multiple Slack workspaces, team ID resolution now works correctly — messages route to the right workspace every time.
• Tag any user: You can now tag any Slack user in messages, not just those in the current channel. This makes cross-team collaboration much smoother.

• URL handling: Slack URLs are now handled correctly anywhere in text, not just at specific positions. Links work as expected throughout messages.
• Private channel access: Added scope for private channel access when needed for workflows.
• Search improvements: Fixed the search conversations skill to return accurate results.

Microsoft 365

• Group management: Create and manage M365 groups with full validation. The skill now exposes core options for existing groups too, so you can modify group settings without recreating them.
• Add Group improvements: The Add Group skill got UX and validation upgrades — clearer requirements and better error messages when something's missing.
• Remove from groups: New skill to remove users from groups.
• Data normalization: Better data normalization for group information coming from Microsoft, so group details display consistently.

Okta

• SSO data: Return SSO data from Okta queries, giving better visibility into authentication configurations
• Preview domains: Now allowing Okta preview domains for testing and development environments
• Password handling: Don't require password when creating Okta users — the system handles passwordless flows correctly
• Group management: Remove user from Okta groups skill now available

Jira

• Add People fix: Fixed the "Add People to Ticket" skill that was broken — you can now add watchers and assignees reliably
• Custom fields: Resolved issues with setting custom fields via skill — the button is no longer incorrectly disabled
• Approvers: Fixed issues with adding approvers via the Update Ticket Field skill
• Webhook handling: Retrieve issue fresh when getting webhooks to ensure you always have current data

Freshservice

• Assign to group: New skill to assign tickets to specific groups, making routing more flexible
• Task handling: Handle Freshservice TSK messages gracefully — no more errors on task-type tickets

All Integrations

• Maturity indicators: Each integration now displays a maturity flag showing how broadly adopted the integration is across our customer base. This helps you understand which integrations have the widest usage and most mature feature sets.

• Dynamic skills: Improved context handling for dynamic skill field population. Fixed rendering of skills returning large results.
• Skill slugs: Skills now return their slugs, making it easier to reference them programmatically and in playbooks.
• Health checks: Added health checks for all read skills in Halo PSA — and we're extending this pattern to other integrations.

What's new for our analysts

Analysts are on the front lines — and speed matters. These improvements help analysts work faster, with more context, and fewer clicks.

Smarter playbook suggestions

Finding the right playbook shouldn't require memorizing your entire library. We've overhauled the Suggest-a-Playbook experience with 21 issues completed. The new model flows through anywhere in the product where playbooks get recommended - from Triage to Coach and more.

• Improved algorithm: The underlying search and ranking now considers more context, resulting in more relevant suggestions when you need them.

• Evaluation framework: We built out a proper evaluation pipeline to measure and improve suggestion quality — because "it feels better" isn't a metric. The evaluation dataset helps us track improvements over time.
• Draft filtering: Fixed an issue where draft playbooks were appearing in suggestions — now only published playbooks show up.

Knowledge Base improvements

The Knowledge Base received significant attention this cycle, with new views, better organization, and improved playbook management.

• Playbook search: Short-term quality of life improvements for playbook search make finding the right content faster
• App associations: Add indication of which apps are associated with a playbook, and set applications when editing

• Use case filtering: Filter playbooks by use case — or show all when the toggle is off
• Link fixes: Fixed playbook links that were broken in certain contexts

Conversational UI

The conversation experience got smoother with better message handling and clearer communication.

• Message syncing: New org preference for message syncing lets you control how messages flow between systems
• Support channel workflow: We built a dedicated workflow for support channel conversations with proper message handling and routing
• Private notes: Make it clear when notes are private — internal comments stay internal
• Message labeling: Apply new message labels for all inbounds, making it easier to distinguish message types
• Replicated message filtering: Filter out replicated messages to avoid duplicates in the conversation view
• Message context: Key fixes to ensure conversation context remounts correctly when switching conversations
• Instruct analyst: Updated schema and context for instruct analyst actions, including pivot data and numbered instructions

Navigation and information architecture

We've been cleaning up the platform's information architecture to make things easier to find. 32 issues completed as part of this initiative.

• Directory redesign: The directory is getting a fresh look with clearer organization. Added a back-to-directory button for Fixify users navigating deep into settings
• Routing improvements: Navigation flows are more intuitive throughout the platform
• Integrations tab: New integrations tab improves discoverability of all your connected systems
• Customer user redirects: Customer users are redirected straight to org settings from the directory — less hunting for the right page
• Org settings navigation: Updated OrgSettingsNavLink to redirect correctly

Ticket management

Tickets are the lifeblood of IT support — and we've made them faster and easier to work with.

• Ticket descriptions: Added a dedicated description field to the ticket model and started populating it, making ticket context more accessible at a glance
• Dynamic table height: Tables now calculate their height dynamically based on available space, making better use of your screen real estate
• Ingestion visibility: Added visibility into ticket ingestion status — see when tickets are being processed
• Ticket latency alerts: Increased ticket latency alert threshold to reduce noise while still catching real issues
• ManageEngine transitions: Fixed issues with transitioning tickets in ManageEngine

Platform improvements

Performance

• CDN for frontend assets: We deployed a CDN to cache frontend assets, reducing page load times significantly. Static assets like JavaScript, CSS, and images are now served from edge locations closer to users.

Reliability

• Sentry refactoring: Refactored Sentry usage across the platform for better error tracking and less noise
• Workflow alerts: Added alerts for workflow run failures and missing runs — catch problems before they become incidents
• Health checks: Improved health check coverage across integrations and services
• Error handling: Better error handling throughout the Integration Hub — clearer messages and graceful degradation

Bug fixes

We squashed plenty of bugs this cycle. Here are the notable ones:

Plan execution

• Fixed an issue where pausing and rerunning a plan caused duplicate actions in the conversation history
• Fixed action data serialization issues when sending to Remix API
• Fixed planner hallucinating skill IDs — now validates against actual available skills
• Process correct action after validation completes
• Skip paused plans correctly during batch processing

Conversations and messages

• Internal notes now display correctly in conversation history
• Fixed bug where internal notes were showing up twice
• Message direction preserved when updating existing messages
• Fixed vanishing messages issue (ENG-234)
• Filter out empty actions from Halo PSA poller

Integrations

• Fixed secondary chat showing the incorrect user in Slack
• Resolved incorrect MIME types on Halo attachments
• Fixed Slack tag regression
• Fixed isLastActionFixify for ServiceNow
• Fixed timestamp bug that incorrectly filters out comments
• Handle Freshservice TSK messages gracefully
• ManageEngine transitions: Fixed issues with transitioning tickets in ManageEngine

UI and navigation

• Fixed attention cards panel not opening tickets correctly
• Fixed redirect and URL issues across organization settings
• Color palette updates for better dark mode support, including integration pills
• Fixed scroll behavior in various panels
• Fixed dayjs import issues

Knowledge Base

• Fixed sad panda error when failing to fetch skills or workflows
• Fixed suggested playbook picking draft versions instead of published
• Fixed playbook links in various contexts
• Fixed org view playbook list for modal view

Other

• Handle array lists properly in skill output display
• Fixed icon styling issues
• Removed phone number join from user identity resolution to improve matching accuracy

A strong start to the year — with smarter playbooks, smoother navigation, and meaningful upgrades across the platform designed to keep teams moving faster. As always, keep the feedback coming — it plays a big role in what we build next.