Changelog
Welcome to your weekly digest of updates from Orca! 🚀
We’re here to sprinkle a little joy ✨ (and a lot of productivity 🧑🏻💻) into your support workflow. Let’s dive in!
Improvements
Automatic Ticket Reopening
May 29, 2025

Never miss a follow-up again! When a customer jumps back into an existing thread, we automatically reopen the ticket to bring it back into focus no more digging through the customer channels.
Customer replies now bump tickets straight to “Open.”
Agents receive an in-app alert so you can respond without switching tabs.
Improvements
Automatic Ticket Reopening
May 29, 2025

Never miss a follow-up again! When a customer jumps back into an existing thread, we automatically reopen the ticket to bring it back into focus no more digging through the customer channels.
Customer replies now bump tickets straight to “Open.”
Agents receive an in-app alert so you can respond without switching tabs.
Improvements
Automatic Ticket Reopening
May 29, 2025

Never miss a follow-up again! When a customer jumps back into an existing thread, we automatically reopen the ticket to bring it back into focus no more digging through the customer channels.
Customer replies now bump tickets straight to “Open.”
Agents receive an in-app alert so you can respond without switching tabs.
Feature
Notes
May 29, 2025

Say goodbye to lost context and hello to seamless collaboration! Context often gets lost when tickets hop between agents or teams. Now, you can pin key details exactly where they matter, right on the ticket or at the account level! so everyone’s always in the loop.✨
Ticket Level Notes: Your support agents can now add specific notes to any ticket. This means anyone who jumps in to help will have all the context they need right at their fingertips, leading to faster and more accurate resolutions.
Account Level Notes: Get a bird's-eye view of every customer relationship! Add notes at the account level to maintain a holistic understanding of your customers' needs and history.
Feature
Notes
May 29, 2025

Say goodbye to lost context and hello to seamless collaboration! Context often gets lost when tickets hop between agents or teams. Now, you can pin key details exactly where they matter, right on the ticket or at the account level! so everyone’s always in the loop.✨
Ticket Level Notes: Your support agents can now add specific notes to any ticket. This means anyone who jumps in to help will have all the context they need right at their fingertips, leading to faster and more accurate resolutions.
Account Level Notes: Get a bird's-eye view of every customer relationship! Add notes at the account level to maintain a holistic understanding of your customers' needs and history.
Feature
Notes
May 29, 2025

Say goodbye to lost context and hello to seamless collaboration! Context often gets lost when tickets hop between agents or teams. Now, you can pin key details exactly where they matter, right on the ticket or at the account level! so everyone’s always in the loop.✨
Ticket Level Notes: Your support agents can now add specific notes to any ticket. This means anyone who jumps in to help will have all the context they need right at their fingertips, leading to faster and more accurate resolutions.
Account Level Notes: Get a bird's-eye view of every customer relationship! Add notes at the account level to maintain a holistic understanding of your customers' needs and history.
Feature
Email Integration
May 23, 2025

Support happens everywhere – Email, Slack, Discord. And it shouldn’t feel like juggling flaming torches. We unified email so you can stop switching tabs and start solving problems. 🚀
All email-based support requests can now be tracked, replied to, and resolved right inside Orca.
Set up email forwarding + DNS records, and incoming emails auto-convert into tickets alongside your Slack & Discord convos.
Feature
Email Integration
May 23, 2025

Support happens everywhere – Email, Slack, Discord. And it shouldn’t feel like juggling flaming torches. We unified email so you can stop switching tabs and start solving problems. 🚀
All email-based support requests can now be tracked, replied to, and resolved right inside Orca.
Set up email forwarding + DNS records, and incoming emails auto-convert into tickets alongside your Slack & Discord convos.
Feature
Email Integration
May 23, 2025

Support happens everywhere – Email, Slack, Discord. And it shouldn’t feel like juggling flaming torches. We unified email so you can stop switching tabs and start solving problems. 🚀
All email-based support requests can now be tracked, replied to, and resolved right inside Orca.
Set up email forwarding + DNS records, and incoming emails auto-convert into tickets alongside your Slack & Discord convos.
Feature
AI generated Tags for Tickets
May 23, 2025

Your customer requests just got a face lift! 💅🏻
Every new ticket shows up pre-tagged with Priority (Low/Medium/High) and Request Type (Issue/Request/Other).
Use these tags to jump-start your workflows—think instant triage and smart escalations.
Feature
AI generated Tags for Tickets
May 23, 2025

Your customer requests just got a face lift! 💅🏻
Every new ticket shows up pre-tagged with Priority (Low/Medium/High) and Request Type (Issue/Request/Other).
Use these tags to jump-start your workflows—think instant triage and smart escalations.
Feature
AI generated Tags for Tickets
May 23, 2025

Your customer requests just got a face lift! 💅🏻
Every new ticket shows up pre-tagged with Priority (Low/Medium/High) and Request Type (Issue/Request/Other).
Use these tags to jump-start your workflows—think instant triage and smart escalations.
Improvements
AI-Assisted Document Editing
May 23, 2025

Polishing your help docs shouldn’t feel like pulling teeth 😥. That’s why we added a slick overlay 😎 that suggests snappier phrasing, concise rewrites, and style boosts right where you write. Get pro-level polish in seconds—no more staring at your own words in despair.
Improvements
AI-Assisted Document Editing
May 23, 2025

Polishing your help docs shouldn’t feel like pulling teeth 😥. That’s why we added a slick overlay 😎 that suggests snappier phrasing, concise rewrites, and style boosts right where you write. Get pro-level polish in seconds—no more staring at your own words in despair.
Improvements
AI-Assisted Document Editing
May 23, 2025

Polishing your help docs shouldn’t feel like pulling teeth 😥. That’s why we added a slick overlay 😎 that suggests snappier phrasing, concise rewrites, and style boosts right where you write. Get pro-level polish in seconds—no more staring at your own words in despair.
Improvements
Instant Access with Ticket Source Links
May 7, 2025

Sharing context with your internal teams just got a turbo boost. Now, anyone triaging tickets can click straight through to the original conversation. No more scavenger hunts across channels!🚀
One-click access to the full Slack or email thread from within your triage messages.
Jump into the exact source link and see the complete history in an instant.
Improvements
Instant Access with Ticket Source Links
May 7, 2025

Sharing context with your internal teams just got a turbo boost. Now, anyone triaging tickets can click straight through to the original conversation. No more scavenger hunts across channels!🚀
One-click access to the full Slack or email thread from within your triage messages.
Jump into the exact source link and see the complete history in an instant.
Improvements
Instant Access with Ticket Source Links
May 7, 2025

Sharing context with your internal teams just got a turbo boost. Now, anyone triaging tickets can click straight through to the original conversation. No more scavenger hunts across channels!🚀
One-click access to the full Slack or email thread from within your triage messages.
Jump into the exact source link and see the complete history in an instant.
Improvements
Conditions in Workflows
May 6, 2025

Your workflows just got supercharged! Add fine-grained conditions to control exactly when automations fire. 🛠️
New condition types: Ticket creation time, Priority (High/Medium/Low), Ticket type (Issue/Request/Other) and Channel name.
Combine triggers + conditions to build smarter triage, assignments, and SLA alerts.
Improvements
Conditions in Workflows
May 6, 2025

Your workflows just got supercharged! Add fine-grained conditions to control exactly when automations fire. 🛠️
New condition types: Ticket creation time, Priority (High/Medium/Low), Ticket type (Issue/Request/Other) and Channel name.
Combine triggers + conditions to build smarter triage, assignments, and SLA alerts.
Improvements
Conditions in Workflows
May 6, 2025

Your workflows just got supercharged! Add fine-grained conditions to control exactly when automations fire. 🛠️
New condition types: Ticket creation time, Priority (High/Medium/Low), Ticket type (Issue/Request/Other) and Channel name.
Combine triggers + conditions to build smarter triage, assignments, and SLA alerts.
Bug fixes
Smarter Ticketing: Clean & Accurate
Mar 27, 2025

Duplicate tickets were cluttering your queue and causing confusion. Your view is now cleaner and more reliable. Eliminated duplicate-ticket edge cases for a cleaner inbox. One conversation = one ticket, every time.
We also fixed message grouping issues so customer replies always land in the right thread.
Built a check that verifies thread and channel IDs so responses to any open thread surface correctly. Ensures every reply shows up in the right place, keeping your account view bullet-proof.
Not every ticket needs an owner. “Unassigned” appears in the Assignee dropdown. Keeps routing flexible when no single agent fits.
Bug fixes
Smarter Ticketing: Clean & Accurate
Mar 27, 2025

Duplicate tickets were cluttering your queue and causing confusion. Your view is now cleaner and more reliable. Eliminated duplicate-ticket edge cases for a cleaner inbox. One conversation = one ticket, every time.
We also fixed message grouping issues so customer replies always land in the right thread.
Built a check that verifies thread and channel IDs so responses to any open thread surface correctly. Ensures every reply shows up in the right place, keeping your account view bullet-proof.
Not every ticket needs an owner. “Unassigned” appears in the Assignee dropdown. Keeps routing flexible when no single agent fits.
Bug fixes
Smarter Ticketing: Clean & Accurate
Mar 27, 2025

Duplicate tickets were cluttering your queue and causing confusion. Your view is now cleaner and more reliable. Eliminated duplicate-ticket edge cases for a cleaner inbox. One conversation = one ticket, every time.
We also fixed message grouping issues so customer replies always land in the right thread.
Built a check that verifies thread and channel IDs so responses to any open thread surface correctly. Ensures every reply shows up in the right place, keeping your account view bullet-proof.
Not every ticket needs an owner. “Unassigned” appears in the Assignee dropdown. Keeps routing flexible when no single agent fits.
Improvements
Overall Engagement Overview
Mar 27, 2025

Get a bird’s-eye view of how your customers interact with you! 📊
See a 7-day rolling average of support requests per account. Spot patterns at a glance.
Track total request counts alongside the chart to measure peaks, lulls, and everything in between.
Improvements
Overall Engagement Overview
Mar 27, 2025

Get a bird’s-eye view of how your customers interact with you! 📊
See a 7-day rolling average of support requests per account. Spot patterns at a glance.
Track total request counts alongside the chart to measure peaks, lulls, and everything in between.
Improvements
Overall Engagement Overview
Mar 27, 2025

Get a bird’s-eye view of how your customers interact with you! 📊
See a 7-day rolling average of support requests per account. Spot patterns at a glance.
Track total request counts alongside the chart to measure peaks, lulls, and everything in between.
Improvements
Loom Powered Documentation
Mar 27, 2025

Skip the typing! Drop a Loom link and watch Orca auto-draft your documentation for you. 🎬
Paste a Loom URL into the docs editor.
Instant draft creation from your narrated walkthrough.
Review, tweak, and publish in seconds.
Improvements
Loom Powered Documentation
Mar 27, 2025

Skip the typing! Drop a Loom link and watch Orca auto-draft your documentation for you. 🎬
Paste a Loom URL into the docs editor.
Instant draft creation from your narrated walkthrough.
Review, tweak, and publish in seconds.
Improvements
Loom Powered Documentation
Mar 27, 2025

Skip the typing! Drop a Loom link and watch Orca auto-draft your documentation for you. 🎬
Paste a Loom URL into the docs editor.
Instant draft creation from your narrated walkthrough.
Review, tweak, and publish in seconds.
Feature
Workflows
Mar 27, 2025

As your support team grows, so does the complexity. That’s why we are absolutely thrilled to launch Workflows! Stop drowning in manual tasks and start building a scalable support machine!
Orca's Workflows are here to put your support on autopilot. Select your Trigger, Choose your Action & Go! We currently support the following use cases:
Build rules: trigger on ticket events, set actions like assignment or channel routing.
Automate SLA reminders and escalations.
Scale support without scaling complexity.
Feature
Workflows
Mar 27, 2025

As your support team grows, so does the complexity. That’s why we are absolutely thrilled to launch Workflows! Stop drowning in manual tasks and start building a scalable support machine!
Orca's Workflows are here to put your support on autopilot. Select your Trigger, Choose your Action & Go! We currently support the following use cases:
Build rules: trigger on ticket events, set actions like assignment or channel routing.
Automate SLA reminders and escalations.
Scale support without scaling complexity.
Feature
Workflows
Mar 27, 2025

As your support team grows, so does the complexity. That’s why we are absolutely thrilled to launch Workflows! Stop drowning in manual tasks and start building a scalable support machine!
Orca's Workflows are here to put your support on autopilot. Select your Trigger, Choose your Action & Go! We currently support the following use cases:
Build rules: trigger on ticket events, set actions like assignment or channel routing.
Automate SLA reminders and escalations.
Scale support without scaling complexity.
Feature
AI Insights
Feb 20, 2025

Give your support agents superpowers! We're ecstatic to announce the launch of our AI Insights feature.✨
Imagine having a genius assistant that has read every previous ticket and customer conversation. That’s what AI Insights does. It provides your agents with instant context and valuable insights at both the ticket and account level. No more digging through history! Just the answers they need, right when they need them.
Feature
AI Insights
Feb 20, 2025

Give your support agents superpowers! We're ecstatic to announce the launch of our AI Insights feature.✨
Imagine having a genius assistant that has read every previous ticket and customer conversation. That’s what AI Insights does. It provides your agents with instant context and valuable insights at both the ticket and account level. No more digging through history! Just the answers they need, right when they need them.
Feature
AI Insights
Feb 20, 2025

Give your support agents superpowers! We're ecstatic to announce the launch of our AI Insights feature.✨
Imagine having a genius assistant that has read every previous ticket and customer conversation. That’s what AI Insights does. It provides your agents with instant context and valuable insights at both the ticket and account level. No more digging through history! Just the answers they need, right when they need them.
Improvements
A New Editor For Documentation
Feb 10, 2025

Say hello to Orca’s brand-new lexical editor for Documentation. Craft, style, and publish your help content without leaving the platform! ✍️
Rich-text controls: headings, lists, embeds, and more.
Improvements
A New Editor For Documentation
Feb 10, 2025

Say hello to Orca’s brand-new lexical editor for Documentation. Craft, style, and publish your help content without leaving the platform! ✍️
Rich-text controls: headings, lists, embeds, and more.
Improvements
A New Editor For Documentation
Feb 10, 2025

Say hello to Orca’s brand-new lexical editor for Documentation. Craft, style, and publish your help content without leaving the platform! ✍️
Rich-text controls: headings, lists, embeds, and more.
Feature
Slack conversations to Tickets
Feb 12, 2025

Tired of losing track of customer requests in busy Slack channels? 😩
Problem solved!
Any conversation from customer slack channel with @Orca bot will be auto converted into a ticket on the Orca platform.
You can see the entire conversation thread, respond and react to all the messages on slack.
Feature
Slack conversations to Tickets
Feb 12, 2025

Tired of losing track of customer requests in busy Slack channels? 😩
Problem solved!
Any conversation from customer slack channel with @Orca bot will be auto converted into a ticket on the Orca platform.
You can see the entire conversation thread, respond and react to all the messages on slack.
Feature
Slack conversations to Tickets
Feb 12, 2025

Tired of losing track of customer requests in busy Slack channels? 😩
Problem solved!
Any conversation from customer slack channel with @Orca bot will be auto converted into a ticket on the Orca platform.
You can see the entire conversation thread, respond and react to all the messages on slack.
Improvements
Respond to Customers Directly From Triage with the 🏷️ Icon!
Jan 13, 2025

Cut down on the back-and-forth and speed up your resolutions! We’ve added a Label icon (🏷️) to triage channels that lets you respond to customers directly.
Now, your agents can collaborate with the internal team and reply to the customer all from the same place. This keeps everyone in the loop and ensures the customer gets the right answer, faster.
Improvements
Respond to Customers Directly From Triage with the 🏷️ Icon!
Jan 13, 2025

Cut down on the back-and-forth and speed up your resolutions! We’ve added a Label icon (🏷️) to triage channels that lets you respond to customers directly.
Now, your agents can collaborate with the internal team and reply to the customer all from the same place. This keeps everyone in the loop and ensures the customer gets the right answer, faster.
Improvements
Respond to Customers Directly From Triage with the 🏷️ Icon!
Jan 13, 2025

Cut down on the back-and-forth and speed up your resolutions! We’ve added a Label icon (🏷️) to triage channels that lets you respond to customers directly.
Now, your agents can collaborate with the internal team and reply to the customer all from the same place. This keeps everyone in the loop and ensures the customer gets the right answer, faster.
Feature
Internal Triage Channels
Jan 8, 2025

Some issues require a team effort. We're excited to launch Triage Channels to bridge the knowledge gap and make internal collaboration a breeze. Spin up dedicated channels where Orca drops tickets and everyone can huddle on a solution. 🗂️
Step 1: Add the @Orca bot to any internal slack channel.
Step 2: Head to workflows and set up a new one. Select the Ticket Creation trigger and choose the channel for triage in Actions.
And Voila! As soon as any new ticket is created, Orca posts the tickets to the channel with all the required meta data.
Feature
Internal Triage Channels
Jan 8, 2025

Some issues require a team effort. We're excited to launch Triage Channels to bridge the knowledge gap and make internal collaboration a breeze. Spin up dedicated channels where Orca drops tickets and everyone can huddle on a solution. 🗂️
Step 1: Add the @Orca bot to any internal slack channel.
Step 2: Head to workflows and set up a new one. Select the Ticket Creation trigger and choose the channel for triage in Actions.
And Voila! As soon as any new ticket is created, Orca posts the tickets to the channel with all the required meta data.
Feature
Internal Triage Channels
Jan 8, 2025

Some issues require a team effort. We're excited to launch Triage Channels to bridge the knowledge gap and make internal collaboration a breeze. Spin up dedicated channels where Orca drops tickets and everyone can huddle on a solution. 🗂️
Step 1: Add the @Orca bot to any internal slack channel.
Step 2: Head to workflows and set up a new one. Select the Ticket Creation trigger and choose the channel for triage in Actions.
And Voila! As soon as any new ticket is created, Orca posts the tickets to the channel with all the required meta data.
Bug fixes
New Year, New Polish!
Jan 2, 2025

Documentation and broadcasts now handle multi-line text without glitches. Your content stays exactly as you typed it. ✍️Preserves line breaks in account notes and broadcasts.
Documentations got a tidy makeover. Step numbering is now optional, headings render perfectly, and malformed videos no longer crash the page. 🛠️
Removed hard numbering from ordered lists.
Enforced proper H1/H2/body tag formats.
Handled edge cases for bad video embeds.
Bug fixes
New Year, New Polish!
Jan 2, 2025

Documentation and broadcasts now handle multi-line text without glitches. Your content stays exactly as you typed it. ✍️Preserves line breaks in account notes and broadcasts.
Documentations got a tidy makeover. Step numbering is now optional, headings render perfectly, and malformed videos no longer crash the page. 🛠️
Removed hard numbering from ordered lists.
Enforced proper H1/H2/body tag formats.
Handled edge cases for bad video embeds.
Bug fixes
New Year, New Polish!
Jan 2, 2025

Documentation and broadcasts now handle multi-line text without glitches. Your content stays exactly as you typed it. ✍️Preserves line breaks in account notes and broadcasts.
Documentations got a tidy makeover. Step numbering is now optional, headings render perfectly, and malformed videos no longer crash the page. 🛠️
Removed hard numbering from ordered lists.
Enforced proper H1/H2/body tag formats.
Handled edge cases for bad video embeds.
Improvements
Mentions in Accounts & Broadcasts
Feb 2, 2025

Get Their Attention! You can now use @here and @channel mentions in the Accounts view and Broadcasts. Perfect for when you need to make sure everyone sees your message.
Improvements
Mentions in Accounts & Broadcasts
Feb 2, 2025

Get Their Attention! You can now use @here and @channel mentions in the Accounts view and Broadcasts. Perfect for when you need to make sure everyone sees your message.
Improvements
Mentions in Accounts & Broadcasts
Feb 2, 2025

Get Their Attention! You can now use @here and @channel mentions in the Accounts view and Broadcasts. Perfect for when you need to make sure everyone sees your message.
Improvements
Ticket Grouping in Slack
Jan 2, 2025

One request, one ticket! No matter how many times it lands in chat 🧩
Smart grouping logic merges related Slack messages into a single ticket.
Keeps your inbox clutter-free so agents stay laser-focused.
Improvements
Ticket Grouping in Slack
Jan 2, 2025

One request, one ticket! No matter how many times it lands in chat 🧩
Smart grouping logic merges related Slack messages into a single ticket.
Keeps your inbox clutter-free so agents stay laser-focused.
Improvements
Ticket Grouping in Slack
Jan 2, 2025

One request, one ticket! No matter how many times it lands in chat 🧩
Smart grouping logic merges related Slack messages into a single ticket.
Keeps your inbox clutter-free so agents stay laser-focused.
Feature
Launching Broadcasts
Dec 20, 2024

Announcements should be effortless! Broadcasts let you send downtime notices, holiday updates, or special offers to all (or selected) accounts in a flash. 📣
Target specific accounts or segments with custom messages.
Schedule sends or blast in real time.
Orca's Broadcasts feature helps you send important messages to all your customers at once. You can even select specific accounts for more targeted communication. Proactive support has never been this easy.
Feature
Launching Broadcasts
Dec 20, 2024

Announcements should be effortless! Broadcasts let you send downtime notices, holiday updates, or special offers to all (or selected) accounts in a flash. 📣
Target specific accounts or segments with custom messages.
Schedule sends or blast in real time.
Orca's Broadcasts feature helps you send important messages to all your customers at once. You can even select specific accounts for more targeted communication. Proactive support has never been this easy.
Feature
Launching Broadcasts
Dec 20, 2024

Announcements should be effortless! Broadcasts let you send downtime notices, holiday updates, or special offers to all (or selected) accounts in a flash. 📣
Target specific accounts or segments with custom messages.
Schedule sends or blast in real time.
Orca's Broadcasts feature helps you send important messages to all your customers at once. You can even select specific accounts for more targeted communication. Proactive support has never been this easy.
Improvements
Contextual Status Messages
Dec 20, 2024

Know exactly what’s happening! Orca now logs joins, leaves, and assignee changes as status messages so you can follow every ticket’s journey. 📝
Now you'll see little updates like "@Austin has been removed from the channel" or "This ticket assignee has changed to @Julia."
Improvements
Contextual Status Messages
Dec 20, 2024

Know exactly what’s happening! Orca now logs joins, leaves, and assignee changes as status messages so you can follow every ticket’s journey. 📝
Now you'll see little updates like "@Austin has been removed from the channel" or "This ticket assignee has changed to @Julia."
Improvements
Contextual Status Messages
Dec 20, 2024

Know exactly what’s happening! Orca now logs joins, leaves, and assignee changes as status messages so you can follow every ticket’s journey. 📝
Now you'll see little updates like "@Austin has been removed from the channel" or "This ticket assignee has changed to @Julia."
Improvements
Slack Message Reactions
Dec 20, 2024

Reactions can say it all! We now fully support reactions on messages in Slack. This means your support agents can see how customers are reacting to requests and can react back to acknowledge messages and convey sentiment in a flash.
Improvements
Slack Message Reactions
Dec 20, 2024

Reactions can say it all! We now fully support reactions on messages in Slack. This means your support agents can see how customers are reacting to requests and can react back to acknowledge messages and convey sentiment in a flash.
Improvements
Slack Message Reactions
Dec 20, 2024

Reactions can say it all! We now fully support reactions on messages in Slack. This means your support agents can see how customers are reacting to requests and can react back to acknowledge messages and convey sentiment in a flash.
Improvements
Browser push notifications
Dec 20, 2024

Never miss a beat! We’ve enabled browser push notifications to keep you in the loop. Get instantly notified whenever there is a new ticket, an assignee update, or a new response from a customer.
Improvements
Browser push notifications
Dec 20, 2024

Never miss a beat! We’ve enabled browser push notifications to keep you in the loop. Get instantly notified whenever there is a new ticket, an assignee update, or a new response from a customer.
Improvements
Browser push notifications
Dec 20, 2024

Never miss a beat! We’ve enabled browser push notifications to keep you in the loop. Get instantly notified whenever there is a new ticket, an assignee update, or a new response from a customer.

Don’t let your customer experience be an afterthought.
With Orca, it’s your competitive advantage.

Don’t let your customer experience be an afterthought.
With Orca, it’s your competitive advantage.
