Release Notes
Released 12 February 2026
Version 13 delivers meaningful improvements to field mapping capabilities, expands Freshservice integration options, and enhances data reliability across your connected platforms. This release focuses on giving you more control over how data flows between systems while improving the accuracy of synchronised information.
New features
Agent mapping for Freshservice
You can now value-map agents between Freshservice and other platforms. This gives you complete control over how support staff are represented across different systems, ensuring accurate assignment and routing of tickets.
Multi-site selection for Jira Cloud
When connecting to Jira Cloud accounts with access to multiple sites, you can now select which specific site to configure. The connection process guides you through site selection, making it simpler to set up the right integration for your team.
Improvements
Enhanced field mapping pagination
Field mapping lookups now handle larger datasets more effectively. Companies, customers, and status values load completely regardless of the number of records in your systems, eliminating previous limitations.
ServiceNow catalogue task variables
Variables from ServiceNow catalogue tasks now synchronise using their display values rather than system IDs. This makes synchronised tickets more readable and useful across platforms, with human-friendly information visible in ticket descriptions.
ServiceNow catalogue task status mapping
Catalogue task-specific state values are now available in field mapping, allowing you to track and synchronise the complete lifecycle of catalogue tasks with precision. States display clearly with the "Catalogue Task" prefix for easy identification.
Freshservice embedded images
Images embedded in Freshservice comments and descriptions are now captured as attachments during synchronisation, preserving the complete context of your tickets across platforms when attachment synchronisation is enabled.
Database migration process
Behind the scenes, we've modernised our database migration approach to improve reliability and make future updates more efficient. This change supports the platform's long-term stability and performance.
Fixes
Zendesk integration refinements
Resolved issues with reverse synchronisation configuration and priority mapping when using Zendesk as a source platform. Ticket types and priorities now synchronise accurately according to your field mapping configuration.
ServiceDesk Plus requester matching
Improved the reliability of requester lookup when reverse synchronising to ServiceDesk Plus. The system now handles large user directories more effectively, ensuring consistent requester matching across all scenarios.
Security updates
Updated dependencies to address security advisories. Cookie handling has been enhanced to improve security in production environments.