March was a big month. Most of it went into how teams organise themselves in Intract: separate teams inside one company, roles you define yourself, and a workspace that feels like your own. We also added a daily issues digest, made ticket views remember your settings and improved translations.
TL;DR
- Teams - Split one company into teams, each with its own tickets, customers, workflows and preferences
- Custom roles and permissions - Edit the Admin, Manager and Agent roles or create your own
- Daily issues digest - A daily analysis on the dashboard that links straight to the tickets it mentions
- Ticket views that remember you - Filters, visible columns and list/board view are saved automatically
- Your workspace, your branding - Upload your logo, add profile pictures and give each team an icon
- Plus - reprocess a ticket, re-analysis keeps your edits, fully translated workflows, translations keep their formatting
Highlights
Teams inside your company
You can now split one company into several teams, for example Sales Support and Technical Support. Each team keeps its own tickets, customers, workflows and preferences, so people only see the work that belongs to them. Create a team from the workspace menu in the sidebar, invite people as you go, and switch between teams in one click. A new Team settings page lets you rename a team, manage its members, add existing colleagues and delete teams you no longer need. Aircall and Vonage connections can now send calls straight to a specific team, and each team can have its own credentials.
Custom roles and permissions
Every company now starts with three roles: Admin, Manager and Agent. Admins can edit these or create new ones under Settings > Roles, with permissions grouped by area: tickets, customers, team, analytics, reports, settings and workflows. You can change a team member's role directly from the member list. Each person can only use the actions their role allows, such as inviting members or managing roles.
Daily issues digest
The dashboard now has a daily analysis of the issues coming in. It highlights what matters and links straight to the tickets it mentions. From the digest you can open the full daily report, copy it, export it, or jump to the analytics and ticket views already filtered to the tickets it refers to. The Reports page now lists daily and monthly reports side by side, with quick actions on each row. Digests show up in your own language.
Ticket views that remember you
Your ticket filters, visible columns and list/board view are now saved automatically. Come back tomorrow, or log in from another device, and the tickets page looks the way you left it. Preferences are kept separately for each company and team you belong to.
Your workspace, your branding
A new Company settings page lets you upload your logo and keep your business details up to date: website, industry, size, goals, channels and tools. The logo appears in the sidebar, which also picks up colours from it. Each person can add a profile picture, and each team can choose an icon and colour or upload its own logo.
Also new & improved
- Reprocess a ticket: if a ticket looks wrong, you can run it through analysis again from the ticket page or details modal.
- Re-analysis keeps your edits: when a ticket is processed again, the status and urgency your team set are kept. Only the AI content is refreshed.
- Reports page in every language: report pages, the sentiment chart and the new health radar chart are now fully translated, with a collapsible sidebar on report details.
- Workflows fully translated: the whole workflow builder (canvas, toolbar, every node, help and logs) is now available in English, French, Dutch and German.
- Better language handling: the app opens in your chosen language from the first screen, with no flash of English.
- Easier company switching: switch between companies in one click.
- Refreshed home and sign-in pages: a cleaner home dashboard layout and a new look for the sign-in screens.
- Ticket-ID filters: analytics and ticket views can be filtered to a specific set of tickets, for example the ones cited in a report.
Fixes & polish
- Translations keep their formatting: line breaks, headings, bullet points and bold text now survive translation, and long texts translate faster.
- Ticket references stay intact: ticket keys such as
ACME-42are never translated, so references remain clickable in every language. - Sturdier translations: if part of a text can't be translated, the original is shown for that part.
- Profile photos save immediately after upload, and can be removed again with one click.
- Small fixes: clearer role notifications, correct plurals in the workflow history and breadcrumbs, and smoother scrolling on the ticket detail page.
That's March. If your team has ideas for what teams and roles should do next, we'd love to hear them.