ActiveQ changelog
Here is what ActiveQ has shipped, newest first, with the date each capability went live. Only shipped features are listed.
ActiveQ app for Zapier (beta)
During the beta, any customer can add the ActiveQ app to their own Zapier account with an invite link and connect it from Settings, Integrations. It has 16 instant triggers (new and updated tickets, status changes, assignments, comments, SLA warnings and breaches, approvals, contacts and organizations), actions to create and update tickets, replies, internal notes, tags, contacts and organizations, and searches for tickets, contacts and organizations. An administrator approves the connection in their own workspace and chooses its role, with no API key to create or copy, and can pause it, change its role or disconnect it at any time; the page also shows the Zaps it created and its activity.
The app is in beta and is shared by private invite link. It is not in Zapier’s public directory and it has not been through Zapier’s review, so Zapier may show a notice about that when you add it, and you pay Zapier for your own Zapier plan. See the Zapier guide. Make and n8n continue to work through signed webhooks and the REST API.
New pricing
New workspaces are now billed $79.99 a month for 1 to 3 agents, $149.99 a month for 4 to 8 agents, and $19.99 a month for each agent above 8, monthly only. Every workspace still starts with a 14-day trial with no card required. Existing subscriptions keep the price they signed up at.
Reports and dashboards
A catalog of 19 ready-made reports (SLA performance, backlog health, workload by technician, customer satisfaction, a client report for one organization and more), a builder to make your own from 30 metrics, reports saved privately or shared with the workspace, and exports to CSV, PNG graphics and a PDF with a layout you choose. Reports run as the person viewing them, so each person sees only the tickets they can open, and they follow the workspace time zone. Viewing, building, sharing and exporting are separate permissions. See the Reports page.
Knowledge base
A private knowledge base for every workspace. Write articles with categories and tags, set an audience (internal, all organizations or specific organizations) and run them through a review you configure: require review, a second approver and who may publish. A published article stays live while an edit waits for review. Signed-in portal users get a help center with search, suggestions while they write a request and helpful votes. Agents see suggested articles on a ticket, can insert an article in a reply and can create an article from a ticket (an AI draft costs 3 credits; writing one yourself is free). See the knowledge base page.
Knowledge base API and webhooks
Read, search, create and publish knowledge base articles with an API key, following the same review rules as the app. New webhook events kb.article.published, kb.article.updated and kb.article.archived carry article metadata; fetch the text with the API.
Paid plans and Stripe billing
Paid plans are on sale: $39.99 a month for 1 to 3 agents, $59.99 a month for 4 to 8 agents, and $14.99 a month for each agent above 8. Every workspace starts with a 14-day trial with no card required, and payment is handled by Stripe. These were the launch prices; the New pricing entry above replaced them for new workspaces on October 15.
AI credit packs
Workspace owners can buy AI credit packs from Settings > Billing: $9 for 250 credits, $29 for 1,000 credits and $119 for 5,000 credits, plus tax where it applies. A pack is a one-time purchase and its credits do not expire while the workspace is open. Payment is handled by Stripe.
Satisfaction surveys
Each portal has a switch for satisfaction surveys. When it is on, the requester gets an email when a ticket is resolved with a one-click 1 to 5 rating link and an optional comment, and staff see the answer on the ticket. Satisfaction results appear in Reports.
Session control and sign-in security
Each agent seat is one named person with at most one live session on a computer and one on a mobile device. A new sign-in on the same kind of device signs out the older one and emails the account. Staff sessions end after 4 hours of inactivity by default, and owners can change the limits. Owners and admins can see a member’s sessions and sign them out. Read the security page for the details.
Web research for AI assist
Staff can ask AI assist to look up public web pages for a ticket and list what they say, with links. It is off by default, only a workspace owner can switch it on, and names and common personal details are removed before anything is searched.
More AI actions and included monthly runs
AI assist gained polish for a staff member’s own writing, internal resolution notes and help-article drafts. Every workspace now gets a monthly pool of included runs for summaries, triage, translation, polish and resolution notes. See pricing for how included runs and credits work.
AI assist for staff
Staff can summarize a conversation, get triage suggestions for category, priority, sentiment and language, draft a reply, and translate a message. AI runs only when a staff member clicks, a person reviews every result, and workspace content is not used to train AI models. Owners can switch AI off for the workspace or for each feature.
API and signed webhooks
Workspaces can create API keys that act with a role they choose, read and write tickets, comments, contacts, organizations and tags, and set up signed webhooks with a delivery log and resend. Each workspace serves its own API reference. See API and webhooks.
Settings grouped into seven sections
Settings are now organized into seven groups, and every top-level settings page opens with a short description of what it controls.
Customer emails with the conversation and a link to view it online
Emails to requesters now carry the earlier public messages of the conversation, a button to view the request online where the portal allows it, and a small “Powered by ActiveQ” footer. Internal notes are never included.
Guided workspace setup
A new workspace opens a setup wizard that walks through wording, workflow, hours and response times, email and the first portal, with a recommended setup at each step and optional sample data that can be removed.
SLAs, automations, macros and approvals
SLA policies with business hours, holidays, escalation steps and live countdowns, rules that run on events, saved-reply macros, a board view and approval chains. See SLA management.
Portals and forms
Portals with five sign-in methods, per-client branding, forms with conditions and custom wording, where requesters can follow, reply to and reopen their requests. See client portals.
Email channel
Email sent to a workspace address creates a ticket, replies thread correctly, and loops and automatic replies are dropped. Teams can have their own address, and email templates are editable.
Tickets and the live queue
Tickets with statuses, priorities, types, categories, tags and custom fields, a live queue with saved views and filters, bulk edit, keyboard shortcuts, presence on a ticket (who else is viewing it or typing a reply) with a warning if a new reply arrives while you write, merge, split and links, attachments, search and a command bar.
Workspaces, roles, people and your own words
Sign-up for US businesses with a workspace address of your choice, invitations, custom roles and permissions, organizations, contacts and teams, an audit log, and a terminology editor that renames tickets everywhere, for the whole workspace or for one client.
About this list
It is a record of what has shipped, not a promise of dates, and plans are not listed here.