Your inbox should only have conversations worth having, keep the noise out.
Spam and unwanted senders waste your team’s time. Now you have full control over what reaches your inbox — and what never gets in.
Blocking Rules
Head to Settings → Blocking Rules to set up your blocklist. Three ways to block:
Email Addresses — Block specific senders by email. Any future messages from that address go straight to spam, never touching your active inbox.
Domains — Block an entire domain at once. Add spam.com and every address from that domain is blocked automatically. No need to add them one by one.
Patterns — For advanced control, use regex or wildcard rules. Block anything matching *newsletter, a specific TLD like .xyz, or any custom pattern your team needs.
Spam conversations are automatically deleted after 30 days.
Exceptions
Blocked a domain but need to let a specific sender through? Use Add Exception to whitelist individual emails or entire domains. Anything added here bypasses all blocking rules — no exceptions to the exceptions.
Mark as Spam From Any Ticket
You don’t need to visit settings to block someone. Open any conversation, click the options menu, and select Mark as Spam. ThriveDesk will confirm the action and automatically add that email address to your blocklist. Future messages from that sender go straight to spam.
Unspam is Just as Easy
Made a mistake? Open the spam conversation, click Mark as Not Spam, and ThriveDesk will offer to move it back to your inbox and remove the contact from your blocklist — in one step.
Support doesn’t wait — but your team shouldn’t have to either. You can now schedule replies to send at exactly the right time, without staying glued to your inbox.
Write your reply when it’s fresh, pick a time, and let ThriveDesk handle the rest.
Comment ça marche
Just type when you want it to go out. No dropdowns, no date pickers. Use natural language commands like:
next friday 10pm
tomorrow 9am
in 3 hours
ThriveDesk parses it instantly and confirms the exact date and time before you commit.
Send Conditions
Not every scheduled reply should fire unconditionally. That’s why we give you two options:
If no reply — Sends your message only if the customer hasn’t replied before the scheduled time. Perfect for follow-ups you don’t want to double-send.
Regardless — Sends no matter what. Great for time-sensitive messages, reminders, or confirmations.
Timezone-Aware Scheduling
Scheduled replies respect your agent timezone, so messages land at the right local time — not 3am. Make sure your timezone is set correctly under Settings → Personal → Preferences.
Manage Everything from the Later Queue
All your scheduled replies live in the Later section of your ticket sidebar. Edit or cancel any scheduled reply before it goes out — full control, no surprises.
Not every ticket needs your attention right now. Snooze it, and it comes back exactly when it should.
Some conversations aren’t urgent today but will matter later. Chasing a customer response? Waiting on an internal update? Instead of leaving tickets cluttering your inbox — or worse, forgetting them entirely — you can now snooze them and have them reappear at the right time.
✨ Snooze From Anywhere
You don’t need to open a conversation to snooze it. ThriveDesk gives you three ways to trigger it:
Conversation header — click the clock icon in the top-right corner of any open conversation
Reply editor — snooze while composing a reply, right from the bottom toolbar
Conversation list — right-click any conversation or use the options menu directly from your inbox
Natural Language Time Input
When you hit snooze, a Snooze until… modal appears. Type when you want it back in plain English:
tomorrow at 3pm
next wednesday
in 2 hours
friday 10am
Or use a precise format like 03/05/2026 08:00 AM if you need exact control. Either way, ThriveDesk confirms the exact date and time before you confirm.
Two Snooze Conditions
Choose how the snooze behaves if the customer replies early:
If no reply — the snooze clears automatically if the customer responds before the scheduled time. Default behavior, and the smart choice for follow-ups.
Regardless — the ticket stays snoozed until your chosen time, no matter what. Useful when you need to resurface it on your schedule.
Managing Snoozed Conversations
All snoozed conversations move to the Later folder in your sidebar — out of your active inbox, but never out of reach.
A yellow clock icon appears over the contact’s avatar in the conversation list so you always know what’s snoozed at a glance
Hover over the clock icon in any conversation header to see the exact reappearance time
Need to reschedule? Click the clock icon again, pick a new time, and hit Update Snooze
Need it back immediately? Open the conversation, click the clock icon, and hit the red Unsnooze button
Timezone Setup
Snooze times respect your agent timezone — so a 9am snooze lands at your 9am, not the server’s. Set your timezone by clicking your avatar in the bottom-left corner, then selecting your timezone from the dropdown. You can also jump there directly from the Snooze modal via the update timezone link.
We’ve all been there — you hit Send and immediately spot a typo, realize you forgot an attachment, or just change your mind. Starting today, you have a short window to pull it back.
Undo Send delays your outgoing emails by a few seconds, giving you just enough time to cancel before the message leaves your inbox.
Comment ça marche
Once enabled, every reply you send will be held briefly before going out. A countdown appears — and if you need to cancel, one click pulls it back instantly. No awkward follow-up emails, no “please ignore my last message.”
Configurable Cancellation Window
You choose how long the delay lasts. Head to Settings → Personal → Preferences → Undo Sending and pick what works for you:
5 seconds
10 seconds
15 seconds
20 seconds
30 seconds
A longer window means more breathing room. A shorter one keeps things snappy. Totally up to you.
Small feature, big relief. Sometimes the most valuable thing a tool can do is let you fix a mistake before it becomes one.
We’re kicking off 2026 with our first major release of the year: Custom Fields for Tickets. This powerful new feature lets you customize your ticketing system to fit your unique workflows with absolutely no code.
Whether you need to track a customer’s subscription tier, a product version, an internal status, or anything in between, you can now capture that information right inside each ticket.
The result? Context-rich, structured support that adapts to your team’s needs and boosts efficiency from day one.
Why Custom Fields? Empowering Context-Rich Support
Every support team has its own workflow and data needs. Custom Fields allow you to collect and organize additional data on tickets beyond the standard fields. Imagine being able to log the product version, customer tier, issue category, or any other key detail relevant to a conversation – all within the ticket view. With these fields, you can:
Extend the data you collect on each ticket, ensuring all relevant info is captured.
Maintain consistent, structured data using predefined options (no more messy free-form notes).
Improve reporting and automation by filtering and running reports on custom field values. Identify trends or trigger workflows based on field data with ease.
Never miss critical info – mark important fields as required, so agents must fill them before sending a reply. No key detail falls through the cracks.
In short, Custom Fields turn your tickets into a treasure trove of structured context. Your team gains a 360° view of each issue at a glance, and your managers gain clean data to analyze and optimize support operations.
New Field Types – No Code Needed
We’ve made Custom Fields flexible enough to capture various types of information without any coding or technical setup. You can choose from four field types when creating a custom field:
Dropdown: A predefined list of options to select from (perfect for things like issue category or product area). Define your own options – no coding, just point-and-click.
Single‑line Text: A one-line free text field for short inputs (e.g. an order ID or a short note).
Multi‑line Text: A larger text box for longer inputs (great for descriptions, internal notes or troubleshooting steps).
Toggle: A simple on/off switch for yes/no or true/false values (ideal for boolean data like “Paid Customer?” or “Urgent Issue”).
All it takes is a few clicks in the Inbox Settings to add a new field – no scripts, no forms to code. In fact, creating a custom field is as easy as naming it, choosing the field type, and (if it’s a Dropdown) adding your options.
Once created, custom fields live right where you need them: inside the ticket interface. You can even set default values or mark fields as required with a toggle.
If a field is marked required, agents will be gently reminded to fill it in before sending a reply, ensuring important data is always collected. It’s all about making structured data collection seamless and part of the natural workflow.
Seamless In-Ticket Experience
Custom Fields are seamlessly integrated into each ticket’s sidebar, giving agents immediate access to context. In this example, selecting a “Product Area” reveals relevant sub-fields like GitHub link, Linear link, and notes – keeping everything clean and relevant to the issue at hand.
The interface is clean and agent-friendly. Thanks to conditional logic, you can configure fields to show or hide based on another field’s value, so agents only see what’s relevant to the ticket they’re handling.
Learn More & Get Started
Ready to supercharge your support workflow with Custom Fields? We’ve got you covered. Jump into our Centre d'aide for a step-by-step guide on setting up and using Custom Fields, complete with screenshots and tips. Check out the full documentation here: Custom Fields Documentation.
We can’t wait to see how you’ll tailor ThriveDesk to your needs with this new feature. Custom Fields for Tickets open up a world of possibilities – from more personalized support to smarter automation and reporting. As always, we built this feature hand-in-hand with feedback from teams like yours, and we’re excited to see the impact it will have on your day-to-day operations.
A completely redesigned mobile experience built for speed, clarity, and maximum productivity.
We rebuilt the ThriveDesk iOS app from the ground up with a brand-new interface, improved navigation, and smarter tools that help agents get more done with less effort.
This is our biggest and most refined iOS update yet.
Redesigned Conversations List
The conversations list has been fully redesigned with improved spacing, sharper typography, and cleaner message previews.
You can now scan conversation states, participant details, and unread messages much faster.
New Conversation Detail Screen
We rethought the conversation detail screen from zero to give agents a more intuitive and productive workflow.
Information is now grouped logically, action buttons are easier to access, and message histories are displayed more clearly.
Whether you’re replying, assigning, or reviewing context, everything feels smoother and more streamlined.
Floating Quick Action Bar
The new floating action bar follows you as you navigate inside a conversation.
Assigning teammates, updating statuses, adding tags, or replying can now be done in one tap.
This eliminates unnecessary scrolling and menu diving, helping you move through conversations much more efficiently.
New Reply Editor
Replying is now faster and more informed with the redesigned editor. You can type while simultaneously viewing the full conversation history, preventing context loss and mistakes.
Formatting is sharper, input handling is smoother, and saved replies work seamlessly for quick responses.
Easier Navigation
The entire navigation system has been improved to feel more predictable and effortless. Switching between inboxes, opening conversations, moving back and forth, and accessing settings now feels much more natural.
Whats next?
We’re improving the live chat flow to make it feel more natural on mobile. In the next release, expect a better live chat experience along with full custom fields integration.
Keep threads clean, focused, and easier to manage.
We just shipped a powerful new tool that helps your team stay organized when conversations drift into multiple topics.
Support emails often expand into multiple questions, follow-ups, or unrelated issues. Instead of forcing everything into one long thread, you can now split messages into a brand-new conversation with a clear subject and focused context.
This gives agents better clarity, improves response accuracy, and keeps your inbox tidy.
Comment ça marche
You can split any part of a conversation with just two clicks:
Open the message options menu.
Sélectionner Split conversation to create a new conversation.
Vous pouvez maintenant mettre à jour le Objet de l'e-mail directement dans la vue du fil de discussion — pas besoin de quitter la conversation ni de fouiller dans les paramètres.
Cette petite mais puissante amélioration vous aide à garder les objets de vos e-mails clairs et pertinents, surtout lorsqu'une conversation évolue ou change de direction.
Renommer un sujet – cela modifie-t-il la conversation pour le client ?
Non, le titre original reste visible pour le client. Renommer une discussion est donc avant tout avantageux pour vous et votre équipe : cela facilite le suivi et vous permet de garder votre sang-froid.
Cette mise à jour vise à améliorer l'efficacité et la fiabilité des flux de travail entre les boîtes de réception, LiveChat et le portail WordPress. Principale nouveauté ? Vous pouvez désormais fusionner plusieurs conversations en un seul clic.
Fusionnez plusieurs conversations simultanément.
Vous pouvez désormais fusionner plusieurs conversations en une seule action. Cette fonctionnalité aide les équipes de support à éliminer les doublons de tickets, à réduire l'encombrement et à maintenir une communication organisée.
Améliorations de la boîte de réception
Les Tous Le menu latéral de la boîte de réception vous permet désormais de consulter tous les tickets au même endroit, avec tous les filtres et catégories. Vous pouvez ainsi suivre plus facilement l'activité de votre espace de travail.
Mise à jour de l'API Assistant
Nous avons ajouté un nouveau Assistant('prêt', rappel) Une API permet aux développeurs de déclencher des actions spécifiques une fois l'Assistant entièrement chargé. Pour en savoir plus, consultez notre guide du développeur.
Improvements
Résolution des problèmes de blocage causés par l'absence d'identifiants d'agent.
Nous avons vérifié que l'organisation active se mettait correctement à jour après l'acceptation d'une invitation à un espace de travail ou après la redirection via un lien d'invitation.
Ajout de l'option “ Toutes les conversations ” pour un meilleur filtrage.
Amélioration des traductions des sous-titres de LiveChat.
Le bouton « Rejeter » a été supprimé de la fenêtre modale de suppression du brouillon.
Corrections de bugs
Correction d'un problème où les noms des contacts n'étaient pas correctement ajoutés dans la méthode d'identification.
Résolution d'un problème où les brouillons et les notes internes étaient visibles dans la vue des tickets clients du portail WordPress.
Correction d'un bug où les horodatages des conversations clôturées ne s'affichaient pas correctement lors de la création de nouveaux tickets.
Correction du nombre de conversations dans les listes et suppression des éléments supprimés ou fermés.
Correction des problèmes d'exploration pour les sites web comportant plus de 100 URL.
Correction d'un problème d'index z avec les notifications WebSocket.
La recherche par étiquette corrigée ne fonctionnait pas en mode automatisé.
Correction d'un problème de “ boîte de réception non définie ” affectant la visibilité.
