September 2025 product release

New settings, smarter priorities, better integrations

It’s that time of year again: college football stormed back and the NFL kicked off. Everywhere you look, it’s game time — teams lining up, strategies tested, and every play counts.

At Fixify, we’ve opened the season with a new playbook designed to make life easier for analysts and customers. 

Here’s what’s new:

• Flexible settings: manage everything in one place, no digging through old tabs
• Priority classification: standardized priority across the platform
• Ticket notifications: real-time alerts when a ticket’s status changes
• Integrations: updates across Slack, Freshservice, Okta, and Linear

What’s new for platform administrators

Flexible settings framework

We consolidated organization settings into one Settings tab, keeping all existing functionality, but making it easier to find and manage. We’ve added configurations for triage mode, messaging, and identity verification. This creates a simpler, unified experience for managing settings across the platform — bringing today’s configuration choices to life while also providing a home for future ones.

What's new for analysts

Request priority classification

Analysts now see consistent priority labeling across their workflow, with priority handling standardized across the platform. Terminology across the product has been unified under “priority”. If a ticket isn’t prioritized correctly, analysts can simply adjust the priority — and that feeds back into the model. If a request arrives with a clear indication in the description text that it’s for a VIP user, the request will be elevated to high and tagged with VIP.

Ticket notifications

To make handoffs clearer and reduce missed updates, analysts are now notified when a ticket they’re working on changes state. The request also reopens, mirroring the behavior for new inbound messages.

Integrations

• Managing Slack from Fixify is now simpler and safer. Analysts can invite users without needing team or channel IDs, and group membership updates no longer risk dropping existing members. The permissions UI has also been expanded to cover more integrations, making it clear which groups have access.
• The Freshservice integration is now fully enabled. Analysts can list and tag agents, assign tickets, and add public or private comments with extra recipients. Statuses and priorities are displayed with readable labels instead of raw codes, making everyday use easier.

• Linear now includes a listLabels skill. Analysts can pull all project labels directly in the conversational UI, with human-readable names that make workflows smoother and more consistent.
• Okta got several changes to improve ease of use:
  
  • The getUserinfo skill in Okta has been updated for clarity and reliability. It now accepts either a user ID or username and trims whitespace automatically, reducing common errors when looking up user details.
  • Okta skill error handling and Integration Hub compatibility improves error handling in assignUserAppOkta so missing profile fields surface clear errors instead of disappearing after refresh. Integration Hub now accepts unexpected input properties to maintain compatibility.
  • We corrected misclassification of user-management requests and added a skill to retrieve permissions by user role, while respecting account boundaries.

Bug fixes and improvements

We've been busy under the hood this release, fixing the kinds of issues that make your day smoother — from critical workflow blockers to those small UI annoyances that compound over time. Here's what's working better now:

• Login validation and crash fix: Added email format checks during login and fixed a crash caused by missing fields. Authentication requests now handle malformed inputs without failing.
• Triage conversation panel no longer crashes: Fixed crashes in the triage conversation panel by ensuring urgency-scoring results return valid JSON and defensive parsing is applied.
• Analysts can change ticket categories: Analysts with Help Desk roles can now reclassify requests (e.g., moving from Other to App Installation) without errors.
• Fixed request access error: Resolved a queue-rendering bug that prevented certain requests from opening.
• Default titles for empty requests: Requests created without titles or summaries now display a default placeholder so they open as expected.
• Ask Sidekicks TaskError schema unified: Unified the error schema across the API, ensuring task failures return consistent and structured results.
• Slack channel purpose parsing fixed: Fixed parsing of structured channel purpose fields to prevent errors when channels include a defined purpose.
• Accessibility, text contrast in Application Display: Adjusted theme variables to improve text contrast in both light and dark modes.

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