# Productlane

> Changelog, documentation for Productlane.
> Full content version — see https://productlane.com/llms.txt for the index.

## Changelog

### [Customer support agent upgrades](https://productlane.com/changelog/2026-09-03-customer-support-agent-upgrades) (2026-09-03)

We think the future of customer support is autonomous. AI can now reliably answer questions that have been answered before and instantly verify bug reports, without sacrificing the user experience. This means that humans can finally move on to help customers who really need them. 
To support you through this transition, we have shipped hundreds of improvements to the Productlane Support Agent over the last few months, and today we’re launching the largest one yet.
Deploy the agent to all your channels
You can now preview responses and deploy the agent per channel, and it will start picking up conversations like a new team member. Across our customers, we currently have a 65.3% resolution rate, and it’s increasing every week. The best part is that it’s completely free up to 25 resolutions a month on Starter, 50 on Pro, and 100 on Scale. Everything after that is $0.79 per resolution. Pick your channels here and let the agent start saving you time.

Let the agent close conversations
When the agent is deployed on your support channels and confident it solved the problem for the customer, it closes the thread itself. Your daily triage is then only the customers that still need you. The notification in your Slack channel now contains the agents reply so you will still see what‘s happening.

Intelligent handoff
The agent works from two entry points. The first is your support channels from above, the second is the dedicated AI Chat on your Help Center and Widget. Threads from there are marked done by default, and now we added the possibility for the agent to escalate those to a human if they weren’t resolved.

Image annotations
The agent can now mark up the screenshots in your help center, so an answer shows the customer exactly which button to click. Getting those screenshots there is a job for your coding agent. Point it at the Productlane MCP and build a skill that captures your help center screenshots with good demo data. Make it a routine and they stay current. Ideally make the articles Agent only so it doesn’t flood your customer facing docs.

User-facing timeline events
Linear issue status now shows up in the live chat and AI chat, so a customer can watch their requests move. They see todo, in progress, and done. The status never moves backwards, and cancelled work stays hidden. A merged PR shows up too, and none of it sends a notification. Set up a workflow in Linear where your coding agent picks up small bugs, and your customers can watch it live.
How to get started
We’re really excited about helping to make your support autonomous and saving you hours of work, and we’ll continue improving the resolution rate of the agent every week. To get started, you will just need to:
• Import your help center
Move your help center to Productlane to make it self-updating from GitHub, Linear, and your conversations.

• Deploy the agent 
Select the channels you want to deploy the agent to here.

After that, you can improve the agent continually by adding custom connectors or a complete map of your product with screenshots as an internal doc for your agent.

---

### [Microsoft teams](https://productlane.com/changelog/2026-08-25-microsoft-teams) (2026-08-25)

Productlane now works with Microsoft Teams. Teams conversations can flow into Productlane alongside your other support channels, making it possible to manage customer communication in one place. Attachment support is included as well, so files can be sent and received as part of those conversations. This is available on the Scale plan.
Overview
The Microsoft Teams integration brings Teams conversations into Productlane. Once the Productlane bot is added to a team, channel messages and chats are automatically converted into Productlane threads. You can reply from Productlane, and your reply appears back in Teams as a threaded message, with your name and avatar. Files and images sync both ways.
Like the Slack integration, you can link Teams threads to Linear issues, snooze and close them from your Productlane inbox, and collaborate internally with side notes - without ever leaving Productlane.

---

### [Support Agent Connectors](https://productlane.com/changelog/2026-08-07-support-agent-connectors) (2026-08-07)

Your support agent can now access data from any source. Customers can ask:
• Your product database

• Stripe, Shopify, or any billing system

• Internal analytics and usage data

• CRM records, logs, anything

Getting closer to helping you make more of your customer support autonomous.
Let the Productlane Agent access any data
When a customer asks about their recent invoice, the agent looks up their subscription and answers right there, so your team gets the number without switching tabs. It can run a refund or update a CRM record the same way, with a confirmation step before anything actually changes.
Access depends on which agent is asking. Copilot and thread drafts keep full access, since a person reviews the output before anything goes out. Customer-facing agents like email auto-reply and live chat reach the connectors and actions you've turned on for them, and you enable each connector for agent access individually. Actions that make real changes can be marked to always wait for a human to confirm, no matter which agent triggered them.
External links and internal docs for the agent
When a question needs more context, the agent can now also pull from your help center articles or a custom URL you've pointed it to, so it answers from your docs even for topics no connector covers.
Try it: head to Settings → Connectors to add actions to a connector, or turn on agent access for one you already have.

---

### [Reply within Linear](https://productlane.com/changelog/2026-07-28-reply-within-linear) (2026-07-27)

You can now handle multichannel customer support from inside Linear. Productlane creates a synced comment on an issue for every conversation from Live chat, Slack Connect, email, or Teams. You can reply directly from Linear, and responses sync back to the customer in their original channels.
Your support team can work in Productlane with AI drafts and resolutions for high volume, while engineers can stay in Linear and still reply to customers. Also, with coding agents, it's really powerful to have the customer conversation directly on the ticket where a PR from your agent is already waiting.
Turn it on in Settings → Linear under Reply to customers in Linear. The feature is available on all plans. Everyone who wants to reply from Linear needs a seat in Productlane.
AI Assistant for Help Center and Changelog
We have more great news: The Assistant is now included in all plans and works inside the Help Center and Changelog editor. Open any article and toggle it from the header icon or Cmd + J to draft content. It now also has access to your connected GitHub repository, so it has context for your entire codebase, helping you write Help Center articles and Changelogs faster.
Every plan includes a monthly pool of AI credits covering Copilot, docs generation, changelog generation, and translations. Usage past that pool bills automatically at token cost plus a small margin, capped at the overage limit you set. Track spend and adjust the limit in Settings → Features → AI → Usage.
Inbox assistant and UI improvements
The assistant now works across your whole inbox, not just a single thread. You can ask it things like who to answer first or who's at risk of churning. The messages have a new UI for better readability, and the snoozed and done tabs moved out of the sidebar into a shared Open / Snoozed / Done dropdown in the inbox header.
Advanced Reporting early access
Reporting now has dedicated tabs for Overview, Conversations, Team, Responsiveness, and Feedback, covering first response and resolution times, queue depth, AI resolution rate, and reply activity by teammate. Try it alongside other early access features that we're currently working on: Attio, PostgreSQL integration, and Multiple Portals.

---

### [Self-updating Help Center](https://productlane.com/changelog/2026-06-25-self-updating-help-center) (2026-06-24)

Productlane now updates your Help Center for you. The AI agent learns from your past support conversations, code changes in GitHub, and completed Linear issues and writes the articles your docs are missing, ready for you to review. Connect your repository in Settings > Integrations > GitHub to start.
Sourced from GitHub, Linear, and support threads
Three signals feed the agent. A merged commit drafts a new article or updates the one it affects. A closed Linear issue arrives with a draft ready to review. A resolved support thread becomes a new entry, or a suggested edit when the conversation exposes a gap in what you already published. 

Review and approve in a lightning fast UI
Proposals collect in a Suggestions panel at the top of your docs sidebar. Each row shows the line diff at a glance: +173 is lines added, -39 is lines removed.
Open one and the full review view takes over. The article sits on the left with every proposed change highlighted in place. A rail on the right lists each edit on its own, and hovering a card lights up exactly where it lands in the text.
Accept, and the article publishes to your portal. Each group in your navigation carries a counter of the drafts still waiting inside it.
Generate your Help Center with Claude Code or Codex
Connect Productlane over MCP and point Claude Code or Codex at your repo: "Review the codebase and every past conversation in Productlane, then write our Help Center." The agent drafts the full set of articles, and you review them through the same Suggestions panel.
Bring an existing Help Center with you: import from Markdown or CSV under Settings > Import/Export, and the agent maintains it from there.

---

### [MCP Server](https://productlane.com/changelog/2026-06-17-mcp-server) (2026-06-16)

With the new MCP server, you can connect Productlane to Claude, Codex, Cursor, or any MCP-compatible client. Set it up here to enable capabilities like:

• Draft the reply. "Go through all new threads today, check the help center and codebase, then draft a reply for me to approve."

• Bug arrives, fix starts. "When a bug report lands in the inbox, reproduce it and draft the fix as a PR."

• Update the help center. "Review the codebase and all past conversations in Productlane to find gaps in our docs."

• Triage the inbox. "Sort today's new threads by area, tag them, set importance, and assign each one."

• Weigh the roadmap. "Rank open feature requests by the revenue of the companies asking."

• Translate the docs. "Translate every help article into German and French."

• Clean up the CRM. "Find duplicate companies by domain and merge them."

Two ways to connect
Add the Productlane server URL in your client and sign in with OAuth. You pick a workspace, choose what the agent can access, and approve, with no key to copy or paste. The client handles the rest.
You can also connect with an existing v2 API key. Create one under Settings > Integrations > API and pass it as a bearer token. OAuth suits a quick, interactive connect, while API keys fit headless and programmatic setups.
Scopes decide what the agent can do
Whichever method you use, scopes control which tools the agent sees. With OAuth, the consent screen lets you grant full access or hand-pick permissions per resource. With an API key, the key's own scopes do the same. A read-only grant exposes only read tools; anything without admin access hides member management. Revoke access, and every connected client stops instantly.
Coverage across the whole workspace
The agent works with threads, contacts, companies, projects, issues, tags, changelogs, help center articles, the customer portal, and members. Every action runs through the same v2 API as your other integrations, so rate limits, error handling, and audit logging apply exactly as they do over HTTP. Add Productlane to any compatible client to get started. The full setup steps live in our docs.
Improvements
• Redesigned the email settings page and improved the snippets settings experience

• Added the ability to review verified DNS settings from the dashboard

• Added a logout action in CMDK

• Made ticket tag removal clearer

• Refined attachment interactions

• Added a stop button while AI is generating

• Added Reply All as a default reply option

• Improved docs subgroups and nested folder organization

• Added better navigation hierarchy across key areas

• Improved importing content via Markdown

Fixes
• Fixed public roadmap submissions after login

• Resolved duplicate ticket creation and auto issue generation issues

• Fixed cases where the sidebar AI agent failed to generate text

• Addressed email thread performance issues

• Improved link styling for German doc articles

• Fixed screenshots and images not rendering correctly in conversations

• Fixed attachment display issues across submitted requests and threads

• Fixed duplicate threads and wrong customer assignment in the Linear sync

• Fixed Linear customer requests not populating correctly

• Fixed thread sorting not applying properly in the All view

• Fixed dark mode getting stuck

---

### [API v2 and Webhooks](https://productlane.com/changelog/2026-05-21-api-v2-and-webhooks) (2026-05-20)

We're excited to introduce API v2 and webhooks today.
API v2 is a complete rebuild of our public API. Featuring scoped keys, cursor pagination, a consistent error envelope, and an OpenAPI-driven reference. Use it to sync threads, contacts, companies, changelogs, help center articles, projects, members, and tags between Productlane and any system you run, with support for the latest features and more.
Every key is now scoped (threads:read, companies:write, admin, etc.), so a CI script that only lists threads can't accidentally invite a member. Keys are stored as hashes, shown to you once at creation, and listed with a last-used timestamp.
Errors land in a single envelope with a stable code, a human message, and a request_id you can quote in support tickets. Pagination is cursor-based across every collection, and dates are plain ISO 8601 strings.
V1 keeps working until November 20, 2026. Every v1 response now carries Deprecation and Sunset headers, so your tooling picks up the timeline automatically. Migrate by minting a new key under Settings > Integrations > API.
Webhooks
Webhooks are now available alongside the API. Subscribe to events like thread.created, message.received, contact.updated, changelog.published, and dozens more, and receive a signed payload at your endpoint within seconds of the event firing.
Every delivery is signed with HMAC-SHA256 using your webhook's secret, so you can verify the payload really came from Productlane. Failed deliveries retry on a backoff schedule, and a delivery log in the dashboard shows the last 200 attempts per webhook with response codes and latencies. 
We email you when a webhook starts failing repeatedly, and again if it's auto-disabled. New webhooks added to your workspace trigger a notification too, so unauthorized changes don't slip past.
Set up your first webhook in Settings > Integrations > API > Webhooks.
Usage analytics
The API settings page now includes a built-in analytics block showing how your keys and webhooks are performing. Track total requests, error rate, error distribution by endpoint, webhook delivery outcomes, and response time, all in one place, with windows from the last 24 hours up to 14 days.
It's the same data your customers' integrations are generating, so debugging "why did that fail?" no longer means waiting for a support ticket. Open Settings > Integrations > API to see it.
Improvements
• Improved widget design

• Live chat email fallback delay reduced to 2 minutes.

• Custom views refinements; fixed active state when switching with number keys.

• Docs/changelog editor gains bullet lists.

• Replaced Lucide with Nucleo icons in the whole app.

• Customizable user avatars.

• Show changed lines count instead of new symbol count.

• Subpage counters in navigation.

• AI sidebar drafting and writing‑style controls.

• Set the last author as the contact person on threads.

• Subjects no longer include email addresses in the list UI.

• Responses can be moved into docs more easily.

Fixes
• Dark-mode customer messages are now readable.

• Mobile chat and AI loading animation glitches resolved.

• Inbox navigation and thread selection stability; shortcut reliability improved.

• Fixed replies looping back to the support inbox.

• Changelog menu link no longer returns a "Page not found" error.

• Custom domain TXT record handling fixed.

• Various UI polish: spacing, rounded corners, dropdown and redirect issues, and cut‑off content.

---

### [Support Copilot](https://productlane.com/changelog/2026-05-04-support-copilot) (2026-05-03)

We’re excited to introduce Support Copilot today.
Move through conversations faster and draft replies directly in a thread. Support Copilot gives you a starting point for common responses while keeping the final send in your own hands.
It suggests replies based on your help center, past conversations, Changelogs, and Linear issues. It’s available on the Scale plan, and we launch it alongside two more essential support features today: SLAs and Custom Views.
Custom views
Custom Views are now available to help you organize the inbox around the work that matters most. You can now save filtered views in the sidebar for quicker access. This release also adds filters like revenue and company size, making it easier to segment queues, prioritize important customers, and build workflows around different types of conversations.
SLAs
SLAs are now available in Productlane. Teams can track time to first response, time to resolution, and service trends across teams and timeframes. 
This makes it easier to measure support performance, spot bottlenecks, and stay aligned on response expectations. SLAs are available on the Scale plan and can be set up in Settings > SLAs.

---

### [Conversation timeline](https://productlane.com/changelog/2026-03-27-conversation-timeline) (2026-03-27)

Track the history of any conversation with a clear timeline. You can view events like status changes, assignee updates, Linear links, AI actions, and customer replies in one place. This helps you understand what happened and when, so you can get back to customers faster.
We’re also introducing Email and Slack auto-replies, Auto-assignments, and help center performance improvements in this update.
Email and Slack auto-replies
Send automatic replies for new messages across email and Slack connect channels. Configure the template and working hours in Settings → Email -> Auto-Reply. 
Help Center and portal performance improvements
While the Productlane app is almost instant in every interaction, the portal was always slower than we wanted it to be. So we spent a large amount of time to speed it up. It does still not have a sync engine as it’s more optimized for instant initial load, but it’s still much faster now across the whole portal. 
Auto-assignments
We also released the first version of Auto-Assignments. You can define the owner of a company and activate that all new messages from that customer are assigned to that owner automatically. The company owner is synced with Linear, of course. Go to Settings → Assignments to configure.

---

### [Live Chat](https://productlane.com/changelog/2026-03-12-live-chat) (2026-03-11)

We’re excited to introduce Live Chat today. Talk to customers in real time, with unique capabilities: They won’t only see their past chats, but all associated Linear requests, so they can track and change their priority directly in the chat. 
Live Chat also includes a powerful AI Agent that helps resolve support requests autonomously while waiting for a response. To activate it, open the widget settings and select Live Chat as the contact option.
Fluent transition from chat to Linear request
Customers can move from asking a question to submitting a request without leaving the widget. Once authenticated, they can see their conversations and requests directly in the chat, follow the progress of their issues, and mark them as important.
Integrated AI agent
The AI agent answers live chat messages instantly while your team is away. It understands the page the user is on and responds with relevant context. It is trained on your help center, roadmap, and changelog to answer the most common questions.
Live chat in the support portal
On the support portal, your customers find all their submitted requests and their current status. When clicking on a request, it now opens the Live Chat view in the widget with that conversation.
More improvements
• AI Agent Feedback: Users can give thumbs-up or thumbs-down feedback on AI responses in the widget. Negative feedback opens a modal for detailed comments that are stored in the chat session.

• Knowledge base in API: Read and manage your knowledge base via API so you can connect docs to your build and review pipelines. 

• Redesigned widget settings: Use a guided, step-by-step flow to configure your widget faster and with fewer mistakes.

• Live chat icon option: Select a dedicated icon for the live chat launcher so visitors instantly recognize how to get help. 

• Priority dropdown in Support Portal: Let requesters and your team set priority directly in the portal list so triage is clear

• Authenticated widget on the portal: Pass a signed identity to show personal history and prevent impersonation. Go to Settings → Widget to use it.

• Auto-send browser and console data: Capture browser version and console context from the widget to speed up debugging.

• Support inbox inline screenshots: Paste or capture screenshots directly in the composer to share context quickly.

• Private portal pages: Mark specific portal pages as private so you can share selectively without locking down the entire site. Go to Settings → Portal → SSO.

• Slash commands in Support Inbox: Use quick commands to control everything without your hands leaving your keyboard.

• Avatar selection for the widget: Select the visible avatars on the widget.

---

### [Support inbox](https://productlane.com/changelog/2026-02-17-support-inbox) (2026-02-16)

We rebuilt the Inbox from the ground up to help you triage support requests faster and stay on top of conversations. A three-panel layout keeps tabs, thread list, and full conversation visible so you get to inbox zero without feeling overwhelmed. The new Inbox is designed to handle large support volume with calm and focus.
Keyboard-first navigation
Move through the inbox without touching your mouse. Use ↑ and ↓ or 1,2,3.. to navigate threads, and Cmd + ↑/↓ to jump to the top or bottom. Tab and Shift + Tab to cycle through inbox tabs, X to toggle multi-select, and mark threads unread with Alt + click.
Focused conversation sidebar
The right sidebar now highlights what helps you respond more clearly. The person and company selector is now combined, assignee and priority are added, and the Project and issue selection is now more visible and available in a single dropdown, so nothing stands in your way when communicating with customers.
Instant filter search
The filter dropdown now directly searches through all potential filter results. Start typing to search all results at once. They are grouped by category, and you can toggle filters off directly from the search results.
Email forwarding
You can now forward your emails. Just press F in your inbox to quickly add the forwarding address and create a new thread.
JWT-secured Widget
Protect conversations that start in your widget with signed JSON Web Tokens. You can verify a user’s identity, prevent spoofed emails, and set token expirations so only real users can create messages. Enable it in Settings → Widget. 
Context-aware AI Agent in the widget
Pass dynamic context to the AI Agent in the widget for more precise answers. The assistant now considers the page a user is on, so if they ask, „What can I do here?“, the AI agent can see on which page the user is and what they are likely trying to do. 
Improvements and fixes
• Docs: Clarified docs structure and fixed broken references for quicker answers

• Custom project status: The project status is now synced with the real Linear status instead of the status group.

• Blocklist: Blocks all new requests from all sources, like the portal

• Slack: Emoji support for Slack

• Editor: Made the editor translatable for localized UI copy

• Notifications: Verified Outlook rendering for Changelog broadcasts

• Portal: Blocked email senders now also apply to Portal and Widget

• Settings: Added option to attach a link to the Public beta toggle

• Settings: Upgraded General and User settings pages for clarity and speed

• Bug: Fixed project publishing that could silently fail

• Bug: You can edit a contact’s name without errors

• Changelog: Fixed dark mode rendering for broadcasts in Spark mail client

• Slack: Improved Slack formatting for emails shared to channels

• Slack: Cleaned up Slack message formatting for consistency

• Widget: Fixed Safari iframe border rendering

---

### [Email and Slack broadcasts](https://productlane.com/changelog/2026-02-05-email-and-slack-broadcasts) (2026-02-04)

We’re excited to launch a major new feature this week. Email and Slack broadcasts help you follow up on support requests at scale and share Changelog updates with beautiful formatting.
Slack broadcast
Send changelog updates to all customer Slack Connect channels where the Productlane Slackbot is installed for a more personal way to stay in touch with customers. Together with the AI changelog generation, this is now the fastest way from closing a Linear issue to informing customers. 
Email broadcast
Send emails directly from Productlane when updating an issue, project, or publishing a Changelog. Notify everyone who provided feedback or upvoted, or email the entire workspace. Emails are sent from your connected support address, and users can unsubscribe from broadcasts at any time. Just start by clicking Publish on the Changelog or Send update on project and issue details.
Opus 4.6 upgrade for the support agent
We upgraded our support agents’ model to Opus 4.6 to deliver more consistent responses, interpret detailed customer queries more accurately, synthesize longer conversation histories, and handle multi-stage problem-solving better. It should also make the chat significantly faster.

Improvements and fixes
• Feature: Office hours for live chat

• Interface: Widget and Settings UI improvements for faster navigation

• Live Chat: Auto-email live chat messages to provide transcripts to participants

• Performance: Chat responsiveness and shortcut improvements

• Performance: Made Linear customer request creation more reliable

• Slack: Inline images not showing in Slack now render correctly

• Bug: Auto-created issues have correct titles derived from the source context

• Bug: Issue with message replying no longer blocks sending responses

• Bug: Team requests on support portal now appear for all teams as expected

• Improvement: Improved Slack message delivery to avoid duplicate posts

• Bug: Widget profile images blocked by CORS now load correctly

• Bug: Wrong preview text on inbox shows accurate message snippets

• Interface: Widget shrinking animation corrected for smooth transitions

• Notifications: Widget notification behavior fixed for accurate unread indicators

• Settings: AI settings fully disable related features when turned off

---

### [Cursor integration](https://productlane.com/changelog/2026-01-27-cursor-integration) (2026-01-26)

We’re excited to launch our Cursor integration. When a customer writes through the Live Chat or portal, Productlane now auto-creates a Linear issue and assigns it to Cursor. This gets you a pull request already waiting to be merged as soon as you get back to a customer. 
Go to Settings → Linear and turn on Auto-assign Cursor. You can go one step further and activate that every message from the portal and widget auto-creates a Linear issue. We recommend this only for smaller teams with lower support volume.
Customer Request Reporting
You can now view customer requests for Linear projects and issues over time, to see which requests come up every week versus what spiked recently. This even works for customer requests not created in Productlane, just hit CMD+K → Sync Linear  to bring them all over.
Improved support inbox
We improved the readability and flow of the support inbox. You can now spot urgent or overdue conversations faster, and view the most recently completed Linear issue title immediately to help you follow up. We removed the closed loop tab and moved those conversations into the other inboxes, and we changed the “All” tab into “Replied” to help you spot waiting conversations faster.
Feedback portal beta status
You can now turn the upvote button on your feedback portal into a “Get beta access” button so customers can request access easily. Clicking it creates a message from that user that you can answer manually or automate via the API. Just open a Linear project in Productlane and press the “Beta” switch to make that button appear.
Upvote context
Written feedback is more valuable than a simple upvote. After users upvote on the feedback portal, they now see an input field to add context. We also made the portal animations feel smoother.
Email blocklist
You can now use CMD K on a conversation to block a user or mark a thread as done. Go to Settings → Shared email to manage the email blocklist.
Changelog and Docs versioning
Recover earlier drafts of Changelog or help center entries with version history. Just use the three-dot menu in the top right to view auto-saved versions and restore one.

---

### [Multi-Language](https://productlane.com/changelog/2026-01-14-multi-language) (2026-01-13)

We’re happy to start the new year with a feature that helps you reach the 6.5 billion people in the world who don’t speak English. You can now translate your Help Center, Customer Requests Portal, and Widget into 47 languages. Your Portal and Widget are auto-translated, and you can add a version per language across Docs, Changelog, Projects, and Issues. Multi-language is available on the Scale Plan.

Select from 47 languages
Go to Settings → Portal → Languages and set your Default Language, which is shown to visitors by default. Click Add Language to choose from the languages you want to enable for your workspace. When a visitor opens your portal or widget, Productlane detects their browser language. If it’s enabled, they’ll see that translation. Otherwise, they’ll see your default language.
Once languages are enabled, you can translate your changelog entries by switching languages with the selector while editing to create localized release notes, add translated versions of help center articles by changing the editor language for each enabled language, and customize your AI chat welcome message and example questions per language in Settings → AI Chat.
Fixes and Improvements
• Widget: Control the widget from your app with new dismiss methods and support for custom launchers so you can match your UX.

• Portal: Upvotes are tied to requests rather than projects, so prioritization reflects what customers actually ask for. View in Portal → Roadmap. No setup required.

• Reporting: Aggregated MRR appears in Reporting so you can combine revenue and support insights. Go to Reporting → Overview. 

• Widget: Added method to programmatically dismiss in-widget notifications

• Widget: Allowed launchers to dismiss the widget for full open/close control

• Dashboard: Added sorting across all companies for faster account reviews

• Docs: Added support article explaining how to export data

• Editor: Enabled smart typography (e.g., arrows) for cleaner writing

• Interface: Improved URL design for Docs and Changelog to be more readable

• Interface: Inverted up/down button order to match common conventions

• Inbox: Removed the Close loop tab to streamline navigation

• Slack: Improved Slack notifications with new formatting

• Performance: Moved Docs indexing to background to keep the editor responsive

• Portal: Moved upvotes from projects to requests for accurate prioritization

• Reporting: Added aggregated MRR view to pair revenue with support metrics

• Search: Defaulted search results to newest first for quicker triage

• API: Resolved widget event inconsistencies for correct callbacks

• API: Stabilized Linear team sync so members and statuses stay up to date

• Authentication: Restored project access for affected team members

• Authentication: Fixed email login for the customer portal

• Authentication: Prevented erroneous authentication errors after reconnecting

• Bug: Adjusted chat layout height to fit the viewport

• Bug: Company and people details are editable again

• Bug: Smoothed out thread deletion interactions

• Bug: Command+K now finds people by email

• Bug: Docs pages render correctly on all screen sizes

• Bug: New Linear icons load and display correctly

• Bug: After marking a thread done, the next item opens as expected

• Bug: Multi-delete works as expected

• Bug: Ethereum project icon displays correctly

• Bug: Show the correct author in Slack for “Push to Productlane”

• Bug: Fixed a visual artifact in charts

• Bug: Tooltips display reliably on messages

• Bug: Issue status changes without errors

• Bug: Publishing rules for empty doc articles behave correctly

• Bug: Upvote visibility is consistent across views

• Bug: Recent threads list shows the correct items

• Bug: Navigates to the correct next item after completion

• Bug: Increased reliability of thread deletion

• Dashboard: Improved empty state on Agent Performance for first-time views

• Dashboard: Replaced an incorrect empty state when pending projects exist

• Docs: Improved Markdown import to handle edge cases

• Editor: Fixed bullet formatting in AI Chat

• Editor: Improved editor stability during long sessions

• Editor: Prevented project descriptions from being overwritten

• Editor: Ensured image updates apply to the correct versions

• General: Prevented duplicate project feedback entries

• General: Handled inactive email addresses gracefully

• General: Fixed issues with customer names containing apostrophes

• General: Creating customers works without errors

• Interface: Resized buttons so they fit in the comment editor

• Interface: Removed persistent “Create customer” button after creation

• Interface: Fixed inputs being clipped by the clear (x) icon

• Interface: Removed deleted projects from lists

• Interface: Allowed long toast messages to display fully

• Interface: Applied general UI polish across views

• Live Chat: Clicking a notification no longer reloads the whole page

• Performance: Significantly sped up thread deletion

• Performance: Widget snippet loads immediately without delay

• Slack: Fixed AI Chat notifications so they post correctly to Slack

• Widget: Fixed corrupted images inside the widget

• Widget: Fixed video playback and sizing inside the widget

---

### [Scale Update](https://productlane.com/changelog/2025-12-08-scale-update) (2025-12-07)

We’re excited to launch a major update to let you handle customer support at scale: A new sync engine with a 50ms UI, a redesign of almost every part of the application, an improved AI Help Center, Agent upgrades, and Reporting.
New Sync Engine
Since launching customer support in Productlane, many teams have moved all their customer conversations to us. They quickly had thousands of emails, live chat, and Slack messages in their workspace, and the initial load time slowed down more than we wanted. 
That's why we decided to rebuild major parts of our architecture so the app can load only the data needed at the moment. It took a lot of time, but it was worth it. The backend is much more robust now, and the app is incredibly fast.
Even our largest workspaces now load in under 3-4 seconds with an avg. response time of 50ms. Big shoutout to our friends from Zero helping us implement this sync engine.

Redesign
This update comes with a redesign that touches almost every part of Productlane. The inbox, help center, roadmap, support portal, and changelog are now heavily simplified, have a new look, increased contrast, and optimized typography. 
Your feedback portal is now called “Requests” and is simpler to use. We replaced the form on the left that filtered existing requests while you typed with a new request button and a search to make the experience simpler.
AI Help Center
The Help Center has a refreshed design with deeper AI support. The Agent now sits at the bottom of every article, ready to answer follow-up questions immediately.
Articles inside the widget use the same AI bar, and each article includes a new button to let you copy it as Markdown for LLMs, making your content easier to index and reuse.
Reporting
A new Reporting view helps you ensure a great customer experience as you scale your support. It gives you a clear view of your team's performance across the entire support workflow, with a focus on your AI agent's resolution rate.
It includes what was previously on your tags page and adds the most relevant customer support metrics, such as first response, time to resolution, and time from request to implementation. The agent performance shows how each teammate is doing: workload, conversation count, and response times in one view.

Improved AI Agent
We upgraded the model behind our AI Agent. It answers more accurately, resolves more cases on the first reply, and stays fast. It also handles multi-step conversations better, remembers context more reliably, and manages complex questions better.
More improvements
• Linear integration: Upvotes now also create customer requests in Linear

• Linear integration: Now all customer requests from Linear are synched

• Docs: Embed a custom iFrame in your help center for demos and forms

• API: Cancelled issues now trigger the feedback loop closing

• API: Included tagging in API

• SSO: Added a redirect so users land on the intended portal page after sign-in

• Inbox: New inbox flow so you can triage faster with clearer states

• Inbox: Hide email history under the overflow menu to reduce page noise

• Interface: Added counters to the navigation for Changelog, Requests and Docs

• Interface: New Empty states with more contrast and clarity

• Search: Search experience improved for more relevant results

• Settings: Option to disable automatic company assignment

• Settings: Hide all items on roadmap if no Linear team is selected

• Widget: Increase widget icon contrast for better accessibility

Fixes
• Slack: Slack threads no longer show “unknown user” on profile pictures

• Bug: Widget event handling stabilized to prevent missed interactions

• Bug: Changelog notifications now resize with images correctly

• Bug: Widget loads correctly when CORS/CORP is enforced

• Bug: Slack sending stabilized across workspaces

• Bug: Customer properties load and update as expected

---

### [Release Intelligence](https://productlane.com/changelog/2025-10-15-release-intelligence) (2025-10-14)

We’re excited to introduce Release Intelligence today. When you complete a project in Linear, it fetches all issues completed since your last Changelog and turns them into a draft. It generates two paragraphs for each completed project and one bullet per completed issues. It makes issue titles more human-readable and includes the product area, which is based on the Linear label. 
How it works
• Complete Linear project
This will trigger the creation of the Changelog.

• Get last Changelog date
Release Intelligence will select all issues and projects completed since then.

• Generate Changelog
It generates a draft based on the title and description of those issues and projects.

Redesigned Editor and cover image creator
Release intelligence comes with a redesigned Changelog editor built for speed and focus. You now see generated drafts indicated in the sidebar and can navigate through your Changelogs with shortcuts like ↑↓ for moving to the next item and CMD Delete to remove drafts again. To speed up the Changelog creation, the cover image uploader now adds a shadow, border radius, and padding, so any screenshot looks great right away.
Changelog RSS Feed
You’ll now see a new Subscribe button on your Changelog. It lets customers get your RSS feed URL or subscribe via email. By default, subscribing via email requires logging in to your portal, but you can set a custom URL instead. We recommend sending each Changelog to all customers who’ve ever signed up for your app.
Changelog Migration Assistant
Getting started is even easier with our new Migration Assistant, which lets you import Changelogs from other platforms via CSV. Go to Settings → Import / Export to migrate from existing tools within minutes.
Improvements
• API: Add contact to company via API so you can automate CRM sync

• Editor: Change docs links to use stable IDs so links survive renames

• Editor: Add arrow‑key and Esc navigation inside docs

• Feature: Add toast confirmation and an undo‑send shortcut for email replies

• Live Chat: Skip generating an AI response if a user already asked the same question

• Live Chat: Enable AI suggestions for Live Chat replies

• Live Chat: Include the first live chat message in the notification email

• Live Chat: Smooth loading animations to match AI chat behavior

• General: Improve feedback triage workflow based on user input

• Interface: Add a new bottom bar for quicker access to primary actions

• Interface: Improve sidebar icon colors and clean up Linear settings layout

• Interface: Standardize scrollbar styling across platforms

• Mobile: Add a new, cleaner view for mobile devices

Fixes
• Login: Clean up the invite team interface so you can add teammates without confusion

• API: Show all Linear items during import so nothing is missing

• Bug: Preserve the original attachment name after upload

• Bug: Fix docs layout spacing on mobile for better readability

• Bug: Prevent CSV imports from failing when threads are duplicated

• Bug: Render email content correctly in Spark

• Bug: Respect j/k navigation without opening thread snippets unexpectedly

• Bug: Ensure first email on a new thread includes attachments

• Bug: Allow CSV attachments to be downloaded from threads

• Bug: Redirect to the correct page after logging out from a doc article

• Dashboard: Fix tag count discrepancies so numbers match filters

• Database: Hide or correct customer needs that have no linked customer

• Interface: Prevent jumpy scrolling in comment boxes

• Interface: Show the correct Twitter preview (Open Graph) image

• Interface: Fix clipped input fields in dialog forms

• Interface: Align avatars and text in live chat messages

• Interface: Left‑align components and allow them to grow horizontally as intended

• Interface: Fix the input field on the support portal

• Notifications: Render the full Email DNS status label without truncation

• Performance: Apply Widget response time settings without delay

• Slack: Deliver attachments even when a Slack message body is empty

---

### [AI Chat](https://productlane.com/changelog/2025-09-24-ai-chat) (2025-09-23)

We’re excited to release AI Chat today. It gives your customers instant answers from your Productlane Help Center, Changelog, and all your public Linear projects and issues. Industry benchmarks show ~50% resolution rates for support conversations, and we got even higher resolution rates during beta, so we're happy to launch it into public availability today. Go toSettings → AI Chat to enable this feature, which is available on our Pro and Scale plans.
Built to work perfectly with Linear
Especially in B2B, most customer requests are product-related: Bug reports or feature requests that belong into Linear. AI Chat connects seamlessly with Linear Issues, public projects on your Productlane Portal, and completed items from your Changelog. This gives customers one place to ask about future, current, and past features. If they ask how to set up a feature that does not exist yet, but is on the roadmap, they now know about this.
Integrated into your widget
AI Chat can be embedded as a widget alongside your Help Center, Changelog, and Live Chat. Answers that include citations from your Help Center open directly in your widget.
Clearly separating humans and AI
AI Chat is kept distinct from your human support flow, so customers always know who they’re talking to. This avoids the “AI wall” many tools create and ensures urgent bugs and requests reach your team directly.
Weekly AI Chat summaries
Every week, Productlane gives you a summary of all asked questions and their responses. So you can identify missing doc articles and improve coverage instantly. Just open the right doc article with CMD + K to update it and improve the AI responses in the future.
Live Chat Public Beta
We have more great news: Live Chat is now in public beta. After activating it, your Widget contact form will turn into a chat. You can activate it without needing to change anything with your embedded widget script here in Settings → Live chat.
Improvements
• Portal: Clicking on items is now smoother and opens on the right

• Linear: Added revenue formatting option (annual/monthly)

• Docs: Improved visualization for code blocks

• Docs: Improved search performance and caching

• Docs: SEO optimizations on main pages

• Docs: Improved contrast and typography

• Widget: Font size increased for readability

• Widget: Menu spacing and animations improved

• Settings: Added “How it works” button to all settings pages

• Comments: Improved design and consistency

• Roadmap: Responsiveness improvements

• Settings: Tooltips added to pricing page; invoice button added to plans page

• Inbox: Sorting and section structure improved

• Threads: Improved creation events and title limits

• Email: Improved the unsubscribe button

• General: Multiple UI updates across portal, widget, and docs

• General: Viewers can now see members

Fixes
• Docs: Resolved overflow in titles

• Docs: Fixed feedback input focus on mobile

• Docs: Fixed line height and spacing issues

• Docs: Fixed border radius in widget search

• Docs: Fixed dark mode for error pages

• Docs: Fixed group auto-open behavior after reload

• Changelog: Fixed spacing, hover states, and small browser width bugs

• Changelog: Added a missing close button on notifications

• Widget: Fixed dark mode issues on Safari

• Widget: Fixed offset and spacing when docs are disabled

• Widget: Fixed close button behavior on mobile

• Widget: Fixed UI spacing and auto-save for settings

• Widget: Fixed small black square artifact

• Widget: Fixed docs menu animation

• Inbox: Fixed issues not showing when all were done

• Inbox: Improved comment and message handling

• Roadmap: Fixed cutoff content and small-screen bugs

• Portal: Fixed modal text and sign-up issues

• Portal: Fixed navigation width and responsiveness

• Portal: Fixed caching and loading issues

• Threads: Fixed mobile issues, alignment, and message capture

• Threads: Fixed duplication from missing Slack user IDs

• UI: Fixed numerous spacing, alignment, and border radius issues

• UI: Fixed color, icon, and contrast inconsistencies

• UI: Fixed scrollbar, overlap, and shadow issues

• UI: Fixed broken forms and misaligned inputs

• Emails: Fixed quote differentiation and font stripping

• General: Fixed local storage limit for files

• General: Fixed broken attachments and file loading

• General: Fixed session token handling

• General: Fixed data export formatting

• General: Fixed MRR rounding

---

### [Docs](https://productlane.com/changelog/2025-07-08-docs) (2025-07-07)

Introducing Docs
Help center, knowledge base, or guide. There are many names for content that helps users. We just call it Docs, and they are AI native, easy to maintain, and beautiful out of the box. We're excited to release them today. 
We designed Productlane Docs to help you update them easily and make them look great at the same time, without needing a designer or engineer. They are only a few clicks away from a customer conversation and come with AI chat and a weekly report of all customer questions, so you can improve them continually.
Maintainable and beautiful out of the box
Docs are designed to help you format content beautifully without spending much time. Bullets get your theme accent color, images are always in the right format, and numbered lists are automatically turned into beautiful step-by-step guides.
• Loom integration: Loom links will auto-expand into an embedded video.

• Code blocks: Display clean, readable code with syntax highlighting.

• Step lists: Numbered lists automatically turn into beautiful step-by-step guides.

• Dividers: Separate sections for better readability.

• Tables: Present information in a clear, organized grid.

Embedded in your widget
Open articles right in your app inside the widget. Customers get answers without leaving and can talk with your docs through an AI Chat, which we're releasing into beta today.
Integrated AI Chat
The docs are engineered to work perfectly together with AI. Source citations open right in the chat, and you get a weekly report of all asked questions to improve your docs. It's available in private beta from today, and you can sign up here for an invite. 
Weekly AI improvement report
Questions that your customers ask in the AI Chat will be summarized in a weekly report as a new thread, helping to improve your docs as well as your product. You can open a doc article from the report or link a product improvement to Linear with a few clicks.

More improvements this month
Google Analytics integration
You can use Google Analytics to track visitors on your roadmap, Changelog, and Docs. Just head to the settings and add your Google tag ID.
Issues inside projects on the portal
We now display issues on the portal inside its project and calculate the requests of the issues in its project.
Toggle to show issue descriptions
You can now enable that issue descriptions are visible by default on the portal. If it’s turned off, you can still use the Productlane-only descriptions.
Edit issues and projects inline
You can now change the issue status and project icon directly from the user conversation. You can also change the title, description, and status easily when opening the issue or project.

• We improved the widget design and added an Enable/disable () function

• We also updated the widget styling to make highlight colors easier to understand and work with. The variables --text-color-highlight and --text-color-highlight-dark have been renamed to --accent-color and --accent-color-dark for better clarity and more intuitive usage across the design system.

• We redesigned and rebuilt the in-app notifications

• You can now make completed issues and projects visible on the portal

• The email login is now more visible on the portal

• Fixed overflowing attached files on the portal

• Completed issues of closed projects are now shown on the roadmap

• Added an option to show the Linear issue description on the roadmap

• Made thread title editable for all sources

• If Slack messages are deleted, they are now also deleted in Productlane

• The Slack integration now sees bot messages

• Fixed the wrong favicon being shown on customer portals

• You can now filter imported issues from the selector and import completed issues

• Improved grouping and scannability of the inbox

---

### [Customer Support Portal](https://productlane.com/changelog/2025-04-30-customer-support-portal) (2025-04-29)

Today, we’re introducing our Customer Support Portal, which lets your customers keep track of all their Linear requests and respond to every email, chat, or Slack conversation.
As soon as you receive a message and link it to a Linear issue or project, the customer will see its title, status, and – if you want – due date on the Support Portal. Giving them full visibility into what's happening with their request. 
Customers can respond to conversations and mark them important. If a Linear request is associated, they can change its importance as well.
Team requests on the Public Roadmap
If you use the public roadmap, activating the Support Portal will add your customer's and their team members' requests below the submit form. They will not only see the features you published, but every issue or project that's linked to someone with their company email address in Linear. 
Embedded into the widget
To make the portal available for your customers, you can either add a link with SSO to your app to authenticate them or use our widget to display the requests. The counter will include all requests from their team members so that you can get more feedback from different people from the same company.
Custom domain, SSO, and authentication
The Support Portal comes with powerful features out of the box: You can adjust your portal theme, add a custom domain, authenticate customers with SSO, block certain domains from access, and much more. It’s the most personal way for your customers to interact with your team — and it’s available starting today on the Productlane Scale Plan.
Supporting Linear customer requests for projects
The newly announced Linear customer requests for projects are rounding up this release. If you link a thread to a project, it will now create a customer request in Linear, that will be visible on the Support Portal. 
Send the Support Portal link to your customers via email or our widget, and enjoy receiving more feedback and managing expectations with customers.

---

### [Portal upgrades](https://productlane.com/changelog/2025-03-31-portal-upgrades) (2025-03-30)

With Linears' customer requests, all feedback from our portal is now clearly visible in your backlog, making it much more impactful. That's why we're releasing new upgrades for your portal today to help you get even more feedback into Linear.
Adjust the importance of requests
As soon as a customer submits feedback on an issue on the portal, it will create a Linear request that will now be visible for your customer on the portal. They can adjust the importance and add more context to it. The placeholder changes and asks them if they want to add more context in the meantime. Currently, this works only for issues, but it will work for projects as soon as Linear launches support for this in the next weeks out of their beta.
See the mail conversation on a request
There is even more: On the same request, your customers will see the mail conversation they had with you about the feature, so they know which context they already gave you and what they might want to add. To use this, add a shared email here in the settings. 
View requests from team members
Enable your customers to see the portal requests from all their team members. If a customer authenticates on the portal with their work email, they can now see all requests from other team members with the same domain. That way, your customers know all the requests their company has sent you through the portal. They can readjust the importance afterward or leave new feedback on those, helping you prioritize your Linear backlog as sharply as possible. You can turn on team requests here.
Refreshed portal settings 
We gave our settings a design refresh and made them clearer. Separating general portal settings from the ones for your Roadmap, Changelog and Support portal.
More improvements and fixes
Slack
• Changed the first message from the Slack integration to appear as a note

• Removed "undo sent" for Slack messages, as you can edit it quickly

• Fixed issue for users sending the first Slack message without email

• Improved formatting of Slack notifications

• Resolved "Push to Productlane" action not working for some workspaces

• Resolved issue where some replies were not received as Slack notifications.

Widget
• Added a new option to hide or show the widget icon

• Added an option to disable the feedback section

• Added a new option to hide or show the Changelog notification in the widget

Linear integration
• Made the Linear webhooks more robust

• Fixed customer requests not populating correctly for some types of feedback

• Improved error messaging to show why Linear customer creation might have failed, as domains can be blacklisted in Linear for example

• Resolved manual "Sync Linear" to include more Linear attributes

• Fixed a bug that didn’t let you create issues when default team is private

More 
• Fixed an issue where mail attachments were received but not displayed

• Improved search for emails

• Improved formatting for emails

• Fixed a visual bug that looked like portal descriptions don't change

• Improved responsive toast notifications

• Improved responsiveness of timeline events on threads

• Improved inbox design and sorting for scannability

---

### [Winter polish and AI titles](https://productlane.com/changelog/2025-01-27-winter-polish-and-ai-titles) (2025-01-26)

Over the holidays, we shipped over 250 UI improvements, bug fixes, and performance enhancements. If you go through the tool, it should all feel faster and simpler, and you might find a lot of instances where we reduced shadows, text, font sizes, or font weight to help you focus on the right things.
AI Titles
Our first larger feature this year reduces the effort of scanning through your inbox and makes issue creation much faster: AI titles. They work for all incoming feedback except emails. If you turn feedback into an issue or project, it will pre-fill the title, making the workflow of receiving feedback to creating the issue in Linear much faster.
Widget attachments
Your customers can now upload attachments to the widget, helping you debug faster and get more context from requests. We have also streamlined the animations and added some more polish to the widget.
Over 250 improvements and fixes
There are too many to list them all here. Some of them are:
• A lot of improvements on the Email and Slack formatting

• Reduced initial load time of the portal

• Prevented password managers pre-filling certain inputs

• On the roadmap, the new issue and project buttons are now at the top

• Added a button text color to the portal theme 

• We removed the score calculation from the roadmap as few users can have too much power over the prioritization

• Changed the borders of all buttons to rings. Looks much better!

---

### [Linear customer requests integration](https://productlane.com/changelog/2024-12-09-linear-customer-requests-integration) (2024-12-08)

Today, we're doubling down on our Linear integration and our commitment to deliver purpose-built and perfectly integrated software, instead of endless customization that slows you down.
Linear's latest launch of customer requests allows you to display customers and their feedback from Productlane directly in Linear, making the feedback way more impactful and visible for your product team.
Show requests in Linear and mark highlights important
You can now mark individual highlights in Productlane as important, which will be reflected inside Linear. This is really powerful, as customers often send you messages with multiple feature requests or bugs, that have different importance.

Bi-directional sync of Linear Customers
Linear now supports different customer properties like stage, tier, or revenue. We natively integrate these, meaning you can now edit and create these from within your thread and company view.

Public roadmap importance button
Now, you can get more high-quality customer feedback on your portal. After upvoting a feature, users will be asked if this feature should be marked as important. To do so, they need to write some context around the request, which will be visible as an important request in Linear.
Make the switch 
With the combination of Linear and Productlane, your user's feedback will have significantly more impact on your actual roadmap, compared to using any separate tool for your feature requrests. You can even move your entire customer support to Productlane.

Use our Productboard importer, which transfers everything smoothly with one click. Or use our CSV Upload to bring all feedback from your legacy tools to Productlane, link it to Linear issues, and start really influencing your roadmap with this feedback.

---

### [Productlane 2.0](https://productlane.com/changelog/2024-10-15-productlane-2-0) (2024-10-14)

Today, we bring together what belongs together: User feedback and customer support.

We've been working hard on a large set of features to help you move your customer support to Productlane. In addition to emailing and Slack Connect, you can now support your customers in-app with our new support widget.

Here's a glimpse of what we're releasing today:
• Widget: A beautiful and customizable widget to unify your support, feedback, and changelog

• In-App Changelog Notifications: Part of the widget, you can send out your changelog to users to increase feature adoption 

• Custom Data Sidebar: Have all relevant customer data from your system in the sidebar right at the customer's conversation

• New Search: One search for all your emails, slack connect messages and call recordings.

• Company & People View: Making sure you always know the status of all linear issues connected to a customer or company

• Slack digests: Sending you a once-per-day summary of all your feedback

• Portal-only title: Communicate projects and issues in a way your customers understand by adding a custom title for the public portal

Widget
Within a few minutes, you can unify your Support, Feedback, and Changelog into a beautiful, customizable widget that can be embedded into your app. To deliver the best possible experience for your users and capture their feedback wherever they are.

It's designed to be visible, but still in the background. It's not a huge chat bubble that's screaming at you; it's just a question mark that subtly indicates if a new changelog or support response is waiting for you.
Made for B2B Support
Especially in SaaS, you want to categorize requests into bugs, feedback, or questions quickly and want to know the urgency of it. We built this natively into the widget, and your users can select the feedback type and its importance. The most urgent requests will always be shown first in your inbox.
Changelog notifications in your widget
Many of you have been waiting for a way to embed the Changelog into your app and notify your users of a new feature. Today, we're happy to finally release this. Make your Changelog available in your app, and send a notification to all your users. New changelogs will automatically be shown on top of the widget icon so you can increase feature adoption and make your customers happy.
Contact and feedback form
The widget comes with a contact form that works for bug reports, product feedback and questions. You can authenticate your users when setting up the widget, so you know who the request is coming from and users don't need to add their email. In the coming weeks, we'll add attachements to it and we'll also start working on live chat soon.
Highly customizable and dark-mode supported
If you make the widget part of your application, it should match your brand. That's why you can customize every single color that's used in the widget, even in dark mode. (And we hope you do it responsibly and don't break the design 😅)
Sidebar customer data
In Productlane 2.0 you find a brand new sidebar in your threads. Sidebar sections help you display any type of customer data from your database or any 3rd party app for each company or person in every thread. Display things like their pricing tier, usage, activation milestones, and more to enable an excellent and fast support experience for your customers. You can set up the sidebar here in the settings.
Improved Search
We have also improved the search, given it a dedicated page, and added many more parameters that are searched through. 
Slack digests
If you have installed our Slack integration, we automatically enabled a new digest for you. Once a day, you will get a notification for every new feedback that has been created on that day.
New company and people view
If you open a company or person in Productlane, you now see all linked issues and projects with their last changed date, so you know what feature request is being acted on currently.
Syncing the real Linear issue status and due dates
The Linear integration has gotten even more powerful. Up until today, we've only synched the high-level status group. Now we sync the real Linear status of issues and display that on your portal. So that you know if something is now "In review", on "staging" or any other status that you can customize in the Linear workflow settings.
Portal-only title and description
Last but not least, we have something special for everyone who wants to have their portal in another language than the one you use in Linear. You can now not only add a custom description to a project or issue on the portal but also add a title that's different than the one in Linear.
More improvements and bug fixes
• Images in the body of your changelog are now zoomable on-click

• You can now sort your inbox by newest or oldest first

• Polish-alert: New empty states throughout the tool

• We added a loading spinner to the top left when data is syncing in the background

• Fixed a bug where the content wasn't reset when creating a new issue

• Fixed a bug when uploading email attachment sometimes didn't work

• Links in the Linear issue description now open in a new tab

• Fixed editor jumping Issue when opening Inbox Item

• Fixed Intercom filter that was not working

• Fixed Emails that were hard to read in dark mode

• Slack links now open in a new tab

• Project links are now off per default

• You can now add hex colors during tag creation

• Certain interface elements are hidden when the portal is not public

• Your CC email is now removed if you're the sender

---

### [New Inbox](https://productlane.com/changelog/2024-09-11-new-inbox) (2024-09-10)

We have completely reworked the Productlane inbox to help you prioritize feedback, answer customers faster, and close the feedback loop. The new view will also make it much easier for you to grasp new statuses like "unsnoozed" and "close feedback loop". Giving you more peace of mind by reaching inbox zero.
1. Grouping
We understand that with a lot of incoming feedback, a plain list of the threads can become overwhelming and does not incentivize triaging your feedback. That's why we are now grouping threads for you, to give you a less overwhelming view and an easier way to get started. Threads are being grouped by:
• Priority
Ordered from urgent to no priority, you can focus on important feedback first.

• Close the feedback loop
Threads where an issue has been done will return to the inbox in a separate group.

2. Priorities
We want to enable you to get to the most important feedback first. Priorities given via the Productlane widget and roadmap are being used to highlight those at the top of the inbox. This, for example, can include bug reports, where you should answer your customer quickly and have an issue created fast. We use the following priorities:
• Urgent

• High

• Medium

• Low

• No priority

3. Inbox actions
In addition to the priority, you want to see the next step for this item instantly. This is why we brought in inbox actions. We show a label at each thread, that either contains an action or a thread status. 

These are the actions you'll find:
• Reply within
If new feedback or a reply to an open conversation comes in, we will show you this label. This is to nudge fast replies and efficiently handle feedback. Your reply time can be adjusted individually per workspace in your settings.

• Waiting for a reply
In case you didn't manage to reply to the customers' feedback, you'll see a label highlighting that this thread has been left unanswered for a longer time than it should. This also helps you prioritize the answers for those.

• Mark done
A thread that has been replied to can now easily get marked done right from the thread list overview without needing to open the thread itself.

• Unsnoozed
Unsnoozed threads come back to your inbox, which can increase the number of threads without receiving new feedback. 
These are now clearly distinct from other threads by showing an "unznoozed" label again to have a less overwhelming and clear inbox view.

Set the inbox response time in your settings to ensure making customers feel their feedback is taken seriously:

More Improvements and bug fixes
• Added new priority icons to the portal

• Added new empty states all around the tool

• Improved a lot how emails are displayed, especially for Microsoft (it's hard)

• Fixed a bug where the editor was visually jumping when opening a thread

• Fixed a bug where some emails took long to load in the sync engine for customers

• Fixed a bug where the email body was empty for a few customers

• Improved J/K and arrow navigation for filtered feedback

• Fixed a bug on the portal where actions were blocked after logging out and in

• The editor now scrolls fully to the bottom when opening a thread 

• Improved placement of attachments button in the email reply editor

• Fixed a bug where a Slack reply always opened an empty quote

• The link creation now stops when hitting enter after a link

• Fixed a bug where Hubspot contacts did not show up in threads

• Improved loading times on threads

• Improved the changelog edit options so you won't accidentally delete them

• Improved layout of invite people modal

• We included Linear's new "Initiatives" so you can better group your roadmap.

• There is a new "list contacts" API endpoint so that you can sync all segments from different tools 🎉

• Triage issues are now included on your portal

• Embedded videos had weird dimensions in the changelog. Fixed!

• Fixed a bug where the dash wasn't accepted in allowed domains

• Fixed a bug that prevented image uploads from working

• The "add issues" button in the changelog is now more visible

---

### [Snippets](https://productlane.com/changelog/2024-07-29-snippets) (2024-07-28)

Another week, another feature to help scale your customer support. Snippets allow you to save and reuse responses that you use often. A pre-written message for closing the feedback loop with customers is now only one shortcut away. Just type ";" to select a snippet and directly create and edit snippets from within the conversation.
User feedback on the portal
We shipped another highly requested feature this week: Your users can now view the feedback they gave you through various channels on their portal.

If authenticated on the portal, they now see their feedback, including the linked linear project or issue and its importance level. Faces of your team members indicate to your users that their feedback has been seen and acknowledged.
More improvements and fixes
• AI Suggestions now also work for emails and slack messages

• Slack conversations now have a link back to the Slack conversation

• Removed a bug where projects were created 2x sometimes

• Make default status triage (if enabled) or backlog

• Display thread on people/company/project etc details

• We improved the thread list view, more on that coming soon

• Emails and Slack messages are now also visible on the people and company details

• Minor fix on the Select all button in the issue selector

---

### [Slack Support App](https://productlane.com/changelog/2024-07-08-slack-support-app) (2024-07-07)

We're incredibly excited to bring another huge feature to you this week.
With our new Slack Support App, you can now use Productlane as your helpdesk for your emails and your Slack connect channels.

Sync Slack threads with Productlane to reply to feedback, start a conversation, ask for more context, and build relationships.
Never forget to respond to a customer again
While you can use both Slack and Productlane to answer your customers, with Inbox Zero in Productlane, you can always double-check that no customer message goes unnoticed. With Snoozing, you can set more reliable reminders that push conversations back into your inbox when the time has come. When connecting a Linear issue and marking the conversation as done, the message will move back to your inbox as soon as the Linear issue is complete, so you can close the loop personally.
How to install Slack
You will need to reinstall Slack on the settings page. After that, you can quickly invite our new Slack app to your channels. It will automatically turn Slack messages into Productlane threads, and you can respond, snooze, and close Slack conversations in Productlane and link them to Linear.
A customer support tool made for Support and Product teams 
After emailing, this is our next step to turn Productlane into a customer support tool, that's accompanied by the launch of our new homepage this week.

We're building a customer support tool for Support and Product teams. Made for short messages, feedback, bug reports, as well as long-form transcripts and call recordings. Replacing the need for tools like Dovetail, Canny, Productboard, and – ultimately – Intercom to connect all feedback with your issue tracker and pull it out of its silo. So the product team can really start connecting with users.

---

### [Snooze threads, Undo, Signatures & Chrome Extension](https://productlane.com/changelog/2024-06-19-snooze-threads-undo-signatures-chrome-extension) (2024-06-18)

Launching our shared inbox was only the start of enabling you to fully support your customers and close the feedback loop directly in Productlane. To make conversations in Productlane feel lighter and more productive, we have just released new helpful features: snooze conversations, undo message sending, and add an email signature.
Snooze: Keeping your inbox clean
With a lot of feedback and messages landing in your inbox, it can easily get overwhelming and hard to stay on track with the status of conversations as you strive for inbox zero. 

Snoozing helps you decrease the mental load of a full inbox whilst still having important messages at hand all the time. Snoozing is perfect for conversations that:
• are waiting for a reply

• need some internal feedback

Signatures: Ensuring professionalism & consistency
Improving the Productlane email experience by letting you add an individual signature for your conversations. This ensures all emails from Productlane contain consistent contact information and demonstrate professionalism like being sent from your standard email account. 

Adding a signature:
Open your Productlane Settings, go to "Your Account" -> "Email" and add your favored signature.
Undo: Unsending a message
Did you forget to mention something, or do you want to correct a typo after you have just pressed send in Productlane? No worries. Easily undo the sending of your message within 10 seconds after sending.
Add more feedback with "Send to Productlane" Chrome Extension
Add feedback from anywhere with the 'Send to Productlane' option for every selected text in the browser.

Takes just one click: Highlight text, send it to Productlane, and turn feedback into action.

Install the Chrome extension here:
https://chromewebstore.google.com/detail/send-to-productlane/knpflangjmbnhdmemcnlejnnaomangpg
Need help setting it up?
https://productlane.com/docs/guide/chrome-extension

Shoutout to Nick Morton from Ghost for building this amazing add-on!

---

### [Shared email inbox](https://productlane.com/changelog/2024-05-27-shared-email-inbox) (2024-05-26)

Today, we're incredibly excited to ship one of the largest updates we have ever made.
It brings your product team closer to the user and takes communication further: The Productlane shared email inbox.
Shared inbox for customer support & feedback
Sending & receiving emails in Productlane will enable product teams to reply directly to incoming feature requests and bug reports and close the feedback loop even faster. 
You will be able to move customer conversations to Productlane and have our shared inbox become your single source of truth for user feedback, research, and support.

For companies where the product team is responsible for customer support, we saw our beta users even replacing their support tool completely with Productlane.

We are convinced that especially in small companies, product and support teams should work much closer together and share their insights with each other. 
That is why our mailing feature only marks the starting point for many more features related to customer support. All this while remaining incredibly fast, polished, and integrating natively with Linear.

Exciting shared inbox use cases
• Automatically receive emails in your Productlane inbox, create Linear issues around the feedback, and answer directly: your whole customer conversation happens in Productlane.

• Close the feedback loop even faster and completely: Any conversations where a related Linear issue has been done will reappear in your inbox automatically. Making it easy for you to follow up with the customer reporting a bug or a feature request!

Take a closer look at the Productlane shared email inbox
Threads: Improved and simplified note handling for teams
Aligned with our shared email inbox we have improved the way we display incoming feedback to make it much easier to scan and to handle, especially for teams.

Here is an overview of what we have changed:
• Thread overview:
• less distracting view by using fewer & clearer icons for each thread.

• new statuses: your new thread overview statuses will be "To-Do" & "Done".

• Thread navigation: Instead of just one inbox, we now cluster your threads by assignments to make it easier to handle feedback as a team.

• Improved thread sidebar: we improved the way we display contact information and linked issues to also here make the information easier to scan.

• Assignee: The thread sidebar also allows you to assign a person to a conversation. Making it much easier to handle feedback and customer support.

• Comments: Simplify internal communication regarding incoming feedback and open questions by using internal comments in your customer conversations.

---

### [Multi-select, inbox filters and contacting multiple people](https://productlane.com/changelog/2024-03-21-multi-select-inbox-filters-and-contacting-multiple-people) (2024-03-20)

Today, we introduce a new way to make your life much easier when handling vast amounts of feedback data and enabling you to reach out to multiple people simultaneously.
Contact all people associated with an issue or project
If you navigate to an issue or project detail page, you can now copy all emails or download a CSV of all people who are associated with it. It helps you to quickly ask for more feedback or follow up on features with multiple people at once.
Multi-select
Do you want to process or even delete several notes at once? Click the checkbox next to the note and use the shortcuts E to process and D to delete. You can just as quickly move back notes from processed to your inbox by selecting them and pressing E.
In case you want to process all notes effortlessly, we enabled select all for you as well: 
CMD + A. This allows you to handle several notes with just one click.
Inbox filters
Filters save you time when wanting to take a closer look or handle only a specific group of notes. On your notes overview, just click "Filters" in the top right corner and filter by
• Origin: Filter by the original feedback source; see which source creates the most feedback.

• Importance: Filter by importance; handle high importance notes first.

• Creator: Filter by the creator; find notes created by only you or by a colleague.

• Segments: Filter by segment; find individual feedback types, e.g., filter by the role of the feedback provider.

---

### [Private Customer Portals & SSO](https://productlane.com/changelog/2024-01-23-private-customer-portals-sso) (2024-01-23)

Happy New Year! We're starting into 2024 with a new feature that will enable you to share your Linear roadmap with customers – without making it public to the whole world: 
Private customer portals allow you to set multiple allowed domains of your customers in the portal settings. After that, only people with an email address for those allowed domains can access your portal. 
This will help you build more trustful relationships with your most important customers, giving them complete transparency of the status of their feedback and feature requests.
Single-Sign-On
To make that process even more seamless, we added the possibility to authenticate your users from the Productlane link within your App. With SSO, you can directly send your customers to the roadmap, and they don't need to log in anymore but are directly authenticated and ready to give feedback and upvote. 
These features are available in our Scale plan, suited for companies and agencies who want to offer clients a seamless and collaborative experience with a private portal.
Public-facing description of issues & projects
You can now set a description that will not be synched with Linear and will only be visible on your portal:
Stability improvements and new hosting
We have put a lot of work into making Productlane more stable, moved our hosting to AWS, and improved a lot of things under the hood. To make the tool snappier and more reliable than ever before. 
Project timeframes
Last week, Linear announced their new project timeframes, and of course – we also support them. Simply select a month, quarter or year and it will shop up on your portal.
More improvements & fixes
• The widget in Hubspot now has a link to the note you created.

• When you hit enter, you now go from the title to the body of the changelog content.

• We improved all detail screens of issues, projects, and tags.

• Canceled issues now don't show anymore in the AI Suggestions.

• The call recorder now sends a message of the note into the meeting platform chat. 

• Written portal feedback now has the default importance "Medium".

• You can now turn off the Slack bot comments in a thread

• New Hubspot notes now create Email and Slack notifications

• We added shortcuts for selecting person, company, and importance on a note

• Fixed a bug where MP4 file upload didn't work

• Fixed a bug where you couldn't add feedback in Hubspot

• We added a new 404 page

• Add reporter for notes created from Hubspot/Intercom/Plain

• Fixed a bug where highlighting sometimes didn't work in the transcript

---

### [New Feedback Portal](https://productlane.com/changelog/2023-12-06-new-feedback-portal) (2023-12-06)

We revamped one of our most popular features and made it more robust, secure, and clean: Our portal helps you make issues and projects from your Linear feature request team public for your users or team. Now with these new features:
• User login: Your users can now sign up on the portal page to verify their email, track the feedback they gave you over time, and get automatic updates on newly added projects or issues.

• A new way to upvote: We changed the functionality of the upvote button to directly prompt users for more feedback after they upvote.

• Changelog tabs: When you share new updates with users, they can now directly switch to the portal and give more feedback with our new tabs at the top.

More improvements
• You can now choose your own OG Image for the portal

• The Linear issue attachement now changes when person or company is changed

• You can now transfer the owner role in the settings

• The Slack integration has been improved, so no images or formatting gets lost

• We now support markdown on Linear issue attachements

• Only show the highlighted part of the feedback in the Linear issue attachment

• Fix into linear sync extreme loading times

• Improved styling of segments to make it more scannable

• You can now add labels and projects when creating issues

• Added search icon to contacts page

• Added CSV Export button in settings

• You can now allow email access to a workspace

• Added roadmap issues to API and upvote endpoint

Bug fixes
• Improved stability of the Slack integration

• Fixed error while editing changelog page

• Improved video player loading time for insights to enhance UX

• Fixed bug causing duplicate projects

• Fixed inability to open links when highlighted

• Added missing completed status in project selector

• Issues from invisible teams were visible on issues. Fixed!

• Fixed Slack bot sometimes not responding

• Resolved issue with theme settings not saving

• Fixed missing first message from Intercom in note

• Made Linear synching more robust

• Addressed speaker change affecting transcripts

• Fixed inability to remove Company segment

• Resolved video player issues on Safari browser

---

### [AI-suggest note highlights](https://productlane.com/changelog/2023-09-26-ai-suggest-note-highlights) (2023-09-26)

Connecting call notes and feedback with Linear is now faster than ever. With our new AI suggestions, we directly suggest the right issue or project from Linear for each new line of your note. Create Linear issues while keeping the full context of the customer note for your team.

Video recordings & transcripts in Productlane 
That's not all! We're also launching our video upload beta. Upload recordings manually or let our meeting recording bot join your calls and make timestamped notes with Productlane. Process user interviews in 5m instead of 1h. Sign up for the beta here: https://tally.so/r/3xMk2o 

Linear roadmaps & due dates on the portal
Looking for a shortcut to get more feedback and manage expectations with your users? You can now publish your Linear projects on our portal – and even display their roadmaps and due dates if you want to.

Email Signup
You can now sign up or invite your team without a Linear & Google account and just sign up via email.

More improvements & fixes
• Fixed sync engine issues

• Resolved CMD Z not working in Changelog editor

• Added the creator of each note

• Included attachments in forwarding emails

• Resolved duplicate project creation

• Implemented error boundary for issue selection

• Fixed an issue when creating a new workspace

• Added a clear filter button to the segments filters

• Fixed a bug where notifications were received for own comments

• Removed cancelled projects from Productlane

• Fixed a bug in the company create form

• Resolved the extra scrollbar appearing in dark mode due to virtualization

---

### [Hubspot integration](https://productlane.com/changelog/2023-08-30-hubspot-integration) (2023-08-30)

We have been shipping so many new things this month. A whole new API, a CSV upload, Emailing within Productlane, and, first and foremost, our Hubspot integration.
It's one of our most requested integrations and works similarly to Intercom. Sync all your users and companies from Hubspot, send new feedback, and view the delivery status of that feedback all within Hubspot.
New API 
We don't believe in locking in our customers. We want you to do everything you can dream of with your data, so we're enabling all important endpoints in our API.
We rewrote our entire API and documentation to make it future-proof and scalable, you find the new documentation here: https://docs.productlane.com
CSV Upload
So far, you could only send us new feedback via email, and we uploaded it for you. The amount became difficult for us to handle, so we built it directly into the tool. You can upload new notes with the name and email of the user it's from. We then automatically generate the right company from the email or assign the user to it.
Email users from within Productlane
We also added a huge new feature that enables you to close feedback loops with customers even faster. When the reply button on the top right of the note only opened a mailto: window in the past, it now opens a form on the note to send emails to your users even quicker.
The email form is automatically open for completed notes, making it even easier to close feedback loops. We're thinking about more ways to automate the feedback closing in a personal way. Let us know your ideas!
Website Updates
Our website also got a little refresh, showcasing all the new features we built in the last months on the homepage, adding our team and investors to our about page, and adding a blog where we will share new learnings here and then.
Productlane Manifesto
We built Productlane to help companies build simpler software by making the right feature bets. Read more about how we think and what we believe in our Manifesto.
More improvements & fixes
• We added new emails to remind you to keep inbox zero and publish new projects on your portal

• You can now turn opportunities into projects and issues quickly

• You can now view the delivery status of connected issues & projects in our Intercom integration

• Enabled YouTube videos in our changelog

• Improved the design of all our emails

• Added ability to delete people & workspaces from Productlane

• Improved the design of all our emails

• Added the portal settings to the settings page

• Added functionality to disconnect Slack button

• Fixed issue with extra scrollbar in dark mode

• Resolved spacing bug in the Changelog

• Fixed an issue where duplicate contacts were created with Intercom

• Improved some spacing on the portal

• Added Segments to people & company page

• Slack channels now ordered alphabetically

---

### [Multiple workspaces & Google authentication](https://productlane.com/changelog/2023-08-07-multiple-workspaces-google-authentication) (2023-08-07)

We started Productlane 2 years ago as one of the first tools you can use only with a Linear account. While this helped us to grow quickly and become the go-to solution for every company that uses Linear – the time has come for us to evolve.
Sales or Customer Success teams often don't have a Linear account especially in larger organizations or agencies. However with Productlane, these teams can be better aligned with the roadmap and close feedback loops.
That's why we've made some really big changes by enabling you to have multiple workspaces and invite your team members via Google authentication.

Enabling agencies to use Productlane
Agencies using Linear teams as a client's differentiator can now create multiple workspaces in Productlane and connect the different teams with their respective workspaces - enabling you to create your own portal for each client for even better collaboration.
New onboarding
To create a sweet first experience for your new team members to get started, we also overhauled our entire onboarding.

---

### [Grain integration for call recordings](https://productlane.com/changelog/2023-07-28-grain-integration-for-call-recordings) (2023-07-28)

The idea for Productlane was born out of frustrations that call recordings were buried in Notion, invisible to anyone in the company.
But seeing a real person using your product is so important for the whole team.. And uploading them in video-cutting or research tools is such a pain.
Luckily, Grain built a very simple way to record user calls for not only PMs, but Sales, CS and everyone who's talking with users.
With their Mac App, you can even take timestamped notes, and every new line in your notes is connected with a little snippet from the recording.
If you add these timestamped notes into Productlane and connect them, you now see a video highlight reel on each opportunity, project or issue.
New private and public portal
We're building Productlane to help you focus on the features with the most impact. Because every new feature can clutter your tool and make it harder to use.
Especially your main navigation has a sweet spot when it gets too complex, so we combined the changelog and portal and gave both small UI lifts.
Our users also love to make their portal only available for their organization through Google auth. So the name "Public roadmap" didn't make much sense anymore.

---

### [Synced Intercom segments and contacts](https://productlane.com/changelog/2023-07-20-synced-intercom-segments-and-contacts) (2023-07-20)

If you use Linears Intercom integration to track feature requests in your issue backlog, we have something very special for you this week:
Productlane imports all Intercom conversations (same for Slack, Zendesk and Front) that are linked to a Linear issue and displays those with new helpful data:
You now see the user, company, and their segments next to each feature request – all synced with Intercom. This means, next to every feature request, you see the amount of paying users, how many sessions they had, if they had been active in the last 30 days, which company size they're in, and much more. This enables you to identify:
• Feature requests from potentially high-paying customers

• Problems people mentioned that led them to churn

• Opportunities to delight your power users and make them love your tool even more

… and much more.
New segment filter
We also made significant improvements to our segment filter. You can permanently hide all segments that are unimportant to you, and when you filter for a segment, the importance score and trend are recalculated, and all other segments are hidden. Also, the segments are now visible and filterable on the company and people list.
More improvements & fixes
• We added dynamic OG images for the portal 

• Larger improvements in speed and indexability of the portal pages.

• We now fetch the profile picture from people's emails.

• We now only display the connected sentence of an issue.

• Added functionality to download logo URLs from Linear.

• Enabled opening a company from people's details.

• Added an "Open in Linear" button to Project details.

• Addressed an auto-saving bug in the editor.

• Resolved the problem of not displaying all Slack channels in the selector.

• You can now still assign a person when their company has been deleted

• Made note creation from within Slack more stable

• In the note search, deleted notes were visible sometimes. Fixed.

• Fixed a bug where you couldn't edit a project when no icon was selected.

• Added Live Server functionality

---

### [Collaborative editor & commenting](https://productlane.com/changelog/2023-07-11-collaborative-editor-commenting) (2023-07-11)

Productlane is built for teams. From the beginning, our vision was to align every person in the company around the user. Taking interview notes, processing feature requests, discussing new feedback – this is now all possible together, with collaborative editing and comments.
You see the cursor and a little profile icon of your teammates, and can discuss new feedback in the comment section on the right. Mention team members by pressing "@" and they will be notified immediately.
Pricing updates
To celebrate collaboration and follow our vision, we decided to make Productlane free for up to 5 users with unlimited usage – including our Slack and Intercom integration.
Zapier Integration
We also added a very simple way to bring even more feedback to Productlane. From NPS or Churn Surveys to App Store Reviews and Helpdesk tools, you can now consolidate them all through Zapier.
AI summaries beta
Something really exciting is waiting for Productlane power users - if you have lots of feedback or interview notes attached to an issue, project or opportunity, you can now summarize it with our new AI summary feature on the top right of the page. We're releasing this as a first beta, and more AI functionality is in the making - including auto-suggesting links for new feedback and suggesting new opportunities from your Linear and Intercom data.
More improvements & fixes
• There is a new green outline around the editor to indicate if you can use shortcuts

• We show now for some of your users their profile pictures

• ESC now closes the issue, project and opportunity selection modal

• We enabled the feedback endpoint in our API

• When hovering connected items on the editor, it's highlighting them now

• Made note deletion possible with keyboard

• Made typography in editor a bit better readable

• Made most screens responsive (it's not perfect yet and work in progress!)

• Importance icon is now hidden on the overview when there is no importance selected

• Fixed a bug where the cursor jumps to the new line randomly in the editor

• Fixed a bug where you couldn't edit project when no icon is selected

• Company segments are now displayed separately from user segments

• Upvoted projects are now also displayed on company details

• There is a new scroll effect when hovering connected items on the editor

• Tab selector has now a hover effect

• Deleted notes are note in the note search anymore

---

### [Sync engine](https://productlane.com/changelog/2023-06-06-sync-engine) (2023-06-06)

In the last weeks, we made the biggest change to Productlane so far. It lays the foundation for our vision to make Productlane the fastest and highest-quality product discovery tool in the industry: Adding a sync engine.
You need to do it when the codebase is still manageable, as it's almost impossible to do later. We needed to rewrite lots of code and stop building larger features for weeks.
But we're really proud of the result. Productlane now feels like a native app. Seamless in every interaction, it will save our users countless hours by removing all load times. The sync with Linear is now more instant than ever and it's ready for exciting and collaborative features such as commenting, a multi-cursor editor, and more.
Improved design
We also took the opportunity to improve large chunks of the frontend. The design – especially the navigation and editor – is now much more lightweight and in the background. We made the wording clearer and removed confusing terms like "Insights" and "Repository", which are now just "Notes" and "Processed Notes".
Better search
We improved the search and made it more performant so that we were able to put it back into CMD+K. You don't need to go to a separate page anymore and can just open it with a simple keystroke. Only for the insight search, you need to click one more time, the rest is directly in CMD+K.
Tags are now opportunities
After testing our new Tags feature, it was pretty clear that it seemed too broad and wasn't clear enough what to do with it. "Tags" can be everything and nothing at the same time. So we named it into the main use-case we built them for: Opportunities. A bucket for your feature ideas, observations, or problem areas that are too early to put into Linear already.
The groups are now customizable, so you can make them fit for your individual use-case. You can use them for a specific tool area, for an outcome you want to achieve, or as a bucket to keep track of competitor mentions.
Forward email to Productlane
The new version also comes with a highly requested new feature that enables you to send feedback to Productlane via email. In the settings, there is now a new email page, where you can copy a unique email address for your organization, where everything that is sent to, converted into a note in Productlane. Save this email as a new "Productlane" contact, to make it super simple to forward new feedback to it.
New domain: Productlane.com
Productlane not only continues to mature as a product but also as a company. With our growing user base, it was also time for us to invest a little bit in our brand and buy a new domain. You now find us on productlane.com instead of productlane.io.
More improvements
• The score of issues is now calculated into their projects

• When you hover the linked items on the editor, it now scrolls to the right position

• You can now search for the issue ID in the issue search

• Project, issue, and opportunity creation is now faster and prefills the title

• You can now open links in a new tab with CMD + click

• The company name is now shown on the Notes list

• The feedback widget now also supports dark mode 

• The project ID in the feedback widget is not required anymore

• "Bots like Typeform or Zapier can create insights" in Slack is now on for everyone as a default

• The opportunity / issue / project search is now cleared after selection

• Notes are now formatted correctly on all other detail-pages

• You can now send feedback from within CMD+K

• CMD+K now supports searching through opportunities and companies

• Company and user segments are now separated with different icons

• The company is now shown in the issue link in Linear

• The screen for editing projects has been improved and put into a modal

• Completed issues are now displayed in Productlane as well

• Issues & projects are auto-linked after the creation

• There is no alert anymore when you close the feedback modal on the Public roadmap

• The shortcut to link an issue makes the text not italic anymore

---

### [Intercom integration](https://productlane.com/changelog/2023-04-04-intercom-integration) (2023-04-04)

Introducing: The easiest way to track user feedback from Intercom. 
With one click, you can move a whole Intercom conversation to Productlane. 
No questionnaire or input fields will prevent your team from tracking feedback, and your engineers can read the entire conversation in Productlane without an Intercom account.
Intercom is available on our Plus plan, and you can start a trial here in our settings.
Raycast extension
We're also launching an effortless way to track feedback from wherever you are: Big shoutout to Dima, Co-Founder, and CTO of Novu, for building a Productlane Raycast extension!
With 19k Github stars, Novu is one of the most popular open-source solutions for managing user notifications – You should try it.
You can find the extension in the Raycast Store.
Preview: Feedback and Changelog widget
There is even more to announce! Highly requested – we're currently testing our feedback and changelog widgets.
• The feedback widget enables smaller companies to skip customer support tools and – as Grafbase does it – use Productlane as their primary support tool. Teams using a customer success tool can communicate directly with the product team through the widget.

• The changelog widget is a beautiful way to tell the story of your recently shipped updates that your users can read without leaving your tool.

We look forward to your feedback on the widgets to polish everything for the release!

---

### [Tagging](https://productlane.com/changelog/2023-03-17-tagging) (2023-03-17)

This week, we’re really excited about a feature that will play a big role in Productlane, especially for doing user research: Tagging.
We’re testing a very opinionated approach that’s based on our own way of building products, a mix of the Linear method and Teresa Torres’ “Continuous Discovery Habits.”
It’s made for SaaS companies, but might not work for everyone yet. So we’re keen on your feedback! We created three default tag groups that have a specific purpose:
• Opportunities
Discover patterns and verify problems before jumping into solutions

• User tasks & goals
Get a feeling of what your users do every day to find problems they don’t know they had

• Evergreen tags
Keep track of timeless insights like pricing feedback or why people love your product

Please let us know if you have a use case, we don’t solve with the default tag groups! We might make them customizable in the future.
Issues page and issue details
You now have a page for all issues that you linked through Productlane. See each issue's importance score, company segments, user personas, and trends! If you use our importer for Intercom, Front, or Zendesk links, you will also see them on the page. And on the details, you now see all insights connected to the issue.
Paste images to insights & changelogs
A small but mighty feature that many of you waited for: You can now paste images into insights and changelog.
More improvements & fixes
• We improved the companies: You now see all todo and done projects and issues of a company

• We simplified the navigation and combined People, Companies and Segments

• There are now only upvoted projects that are "Todo" on the people details

• Fixed a bug where you couldn't enter the domain when there was a "/" at the end

• You can now book a demo through our website's homepage

• You can now create users and companies through our API

• New setting to disable automatic changelog drafts in the settings

• Imported insights from Front, Intercom, and Zendesk don't create issue links anymore

• Changelog drafts have now auto-save

• You can now link to a project twice on the insight

• Fixed a bug where the email was shown instead of the company on the insights

---

### [Private roadmap and changelog](https://productlane.com/changelog/2023-02-24-private-roadmap-and-changelog) (2023-02-24)

It's been wild weeks and we're heads down working on many smaller improvements for all the new users coming into Productlane recently. But we we’re also able to ship a larger feature that will enable a complete new usecase for you:
Share internal Changelogs with your company and align all employees around your roadmap with a private portal. Use Google authentication to only allow access to people from your organization.
You find the setting behind the Share button on the top right of the Public Roadmap or Changelog page.
Add Front, Intercom & Zendesk links to Productlane
Most of you already link to existing bugs or issues from helpdesk tools with Linears native integrations. We have built an import that you can see these links now also in Productlane!
By that, you can
• See the aggregated link amount (the importance score)

• Spot trends (how many new links have been added within the last 4 weeks)

• Get a high-level overview of which company or user has requested things.

With the click of a button, you can add all helpdesk attachement links from our Import / Export page in the settings.
More improvements & fixes
• On a companies detail page, you now see their done issues and projects

• People search is not case-sensitive anymore

• Fixed a bug where the same person could been added multiple times

• Improved the look of companies logos

• Fixed a bug where the add company modal hit random reloads for some users

• Fixed a bug where the persons company wasn't displayed for some sources

• Companies are now sorted alphabetically

• Fixed a bug on the company settings that prevented new logos from being saved

---

### [Companies & Insight trends](https://productlane.com/changelog/2023-01-30-companies-insight-trends) (2023-01-30)

The new week comes with a new key feature in Productlane: Companies. Because insights often come from multiple people within the same organization, the company is now generated from your user's email. If you give it a segment, it will show on every employee's insight.
Insight trends
Next to the project and issue importance score is now the trend to see if a new topic is rising. The score shows you the increase since the last four weeks, so you can find out if something is still relevant or might have been fixed with another feature.
Preview: Display issues
A long-awaited feature is coming very soon: We struggled long if we wanted to build it because using projects to connect user insights gives you a better picture of your user's needs and doesn't clutter your issue backlog with feature ideas. But we now found a way to display both and released the first glimpse of it.
On your roadmap, there are now three new projects: Unstarted issues, Started issues, and Backlog issues. We're working on displaying their score and segments, calculating them into the linked projects, and automatically importing attachments from Zendesk, Intercom, Slack, or Front to Productlane to show you trending issues. Let us know what you think!
More improvements & fixes
• Editor power users watch out: We just made your life simpler by adding the shortcut "CMD + shift + I/P" to quickly connect issues and projects with your keyboard

• You can now view the team members who are in Productlane in your settings

• We improved the project search, so you quickly find the projects you need

• We added the description of a project to the public roadmap page, so you can double-check that no internal notes are published

• You can now search the Linear issue ID in the Issue picker

• We made some improvements to our API docs (check them out, they're beautiful – thanks to Merlin)

• Segments are now in the main navigation, as you might want to edit them frequently

• Fixed the date picker closing on click in Safari

• On the people page, you could only view three upvotes. Fixed.

---

### [New editor, multiple issues, better search and API docs](https://productlane.com/changelog/2023-01-13-new-editor-multiple-issues-better-search-and-api-docs) (2023-01-13)

Our vision is to create a new standard for product discovery. To help you identify impact, align your team, and close the feedback loop with customers.
Today, we're one step closer to that vision, as we're launching our new rich text editor: You can now add user interview notes and longer feedbacks and connect parts of that with projects and issues.
If you select a text, in the popup with the styling options, there is now a button to connect an issue or a project. If you do that, that highlight is visible on the project detail page and helps you get important context much faster.
Link multiple issues
To make full use of the new editor, you can now link to multiple issues from one insight. We're working right now on displaying these issues in Productlane and import existing issue attachements and linked conversations from Intercom, Front, or Zendesk. Stay tuned for the next release!
New search
As a single source of truth for your user insights, it's essential to make them not only searchable through linked issues and projects but also through the insights themselves. If you now click on the little search icon next to the "Add note"-button, you see a beautiful new search page where you see all essential results at a glance. (To initiate it for the first time, you need to log out and in again or "Sync search" in CMD K)
API Docs
Our users are getting more creative with what they can do with their data in Productlane. For example, Grafbase used our API to rebuild the public roadmap on their website and deliver a seamless experience for their users. For that, we extended our API and created a dedicated page for our docs: https://docs.productlane.io.
Do you have more use-cases for our API in mind? Let us know!
Backups every minute
With more and more users getting on board recently, we want to ensure your data is safe. That's why we installed a proper backup system for our database. Now, your data is back-upped every minute instead of every 24 hours.
Other improvements
• You can now edit people on the people details page

• Project Emojis are now visible in Productlane as well

• We tweaked the editor UI a little bit, adding the source to the right and not into a button anymore

• You can now change the date on a changelog post

• With our Slack integration, you can now fully connect with Zapier, and also send messages to it, not only receive them.

• New projects are now hidden per default on the public roadmap for new users

• We made the automatic background gradients for changelog images a bit fresher

---

### [New editor preview](https://productlane.com/changelog/2022-12-16-new-editor-preview) (2022-12-16)

Our vision is to create a new standard for product discovery. To help you identify impact, align your team and close the feedback loop with customers.

Today, we're one step closer to that vision, as we're launching a preview of our new editor: You can now add user interview notes and longer feedbacks and connect parts of that with projects.

We're right now adding the possibility to connect multiple issues and display them within Productlane, and more improvements on the editor are coming, so stay tuned!
Other Improvements
• Removed Milestones from "Create project" and "Edit project" page

• Limited the maximum number of segments shown on the projects page

• Users can now sort projects on the public roadmap

• Adjusted the position of the CMD K shortcut

• Added a chevron arrow next to a person's name in the insights section to open their profile

• Added a button for adding people in the people selector

• Improved the people picker 

Bugs
• Fixed an issue where an endless spinner would appear if a feedback was submitted without selecting a person

• Improved the hover effect on project for the public roadmap

• Fixed a bug where the team was not synced when creating a project from within Productlane

• Allowed other files than PNGs for changelog image upload

• Fixed an error message that appeared when creating a project without a status

• Fixed a bug in the changelog with long URLs

• Fixed an error that occurred when saving feedback

• Fixed a bug where project links were not working

• Fixed a 502 error that occurred when uploading GIFs in the changelog

• Fixed an issue where the people creator would fade away

• Added the "Give Feedback" link when the project doesn't have a description

• Fixed a bug where the company logo was not displaying on the public roadmap

---

### [Hide selected Linear Teams](https://productlane.com/changelog/2022-10-24-hide-selected-linear-teams) (2022-10-24)

We finally shipped a feature that was blocking many of you from adopting Productlane: Hiding Linear teams you don't need for your daily research work.
You find this new option by navigating to Settings > Teams in Productlane. 
Please note that for some older accounts, you need to "Sync Linear" with CMD + K in case no project is visible after turning on the setting for the first time. After that, everything will be synced constantly.
Changed "milestones" to "project status"
With Linear's new update, "milestones" will be deprecated, so we changed the grouping on the projects tab and your public roadmap to the "project status". We like the simplicity, but we might switch to their new "roadmaps" as a replacement. But we're unsure yet if it will become too complex, as you can now have one project in multiple roadmaps. Please let us know your feedback on what you'd prefer! 
People picker
When adding insights like user interview notes or feedback manually, so far, you always needed to type in the persons' email. We made this a lot easier by letting you create that person only once and then being able to select it from a dropdown. While creating a person, you can now also directly add their user segment.
Other improvements
• We redesigned the project details. They are now full-width, so you can better read the insights.

• We fixed a bug that insights didn't move back to the inbox after completing it in Linear for some accounts.

• Some weird font weights have sneaked into our Changelog headings. Fixed!

• Fixed a bug on the changelog and public roadmap page, where content was displayed twice.

---

### [Turn Slack into a user insights hub](https://productlane.com/changelog/2022-10-04-turn-slack-into-a-user-insights-hub) (2022-10-04)

With our new Slack integration, we've been able to cover 3 major feature requests at once:
1. Zapier integration
2. Forwarding emails to Productlane
3. Inviting your team to add feedback
How this works:
Every new message creates an insight in Productlane: Every message sent into a selected channel will automatically create an insight in Productlane that you can then connect with Linear issues and projects later.
Slack bots like Typeform or Zapier can create insights: Slack bots can be connected to your #insights-hub channel and will also create Productlane insights automatically. This works for Typeform, Zapier, and many other bots. You can set up Zapier to enable email forwarding.
Involve customer success or sales: Let your team add interview notes, call summaries, lost deals, and any other insights that will help prioritize the roadmap. They can post everything into the Slack channel, and you can process it later in Productlane.
For public Slack communities: Never miss another feature request in public Slack communities. Badge-connect all feedback at once, without needing to deal with Slacks UI to create or link issues.
For Slack connect channels: If you communicate with your customers in Slack connect channels, you can click on the "More actions" of a specific message to push it quickly to Productlane. When the feature is shipped, you can automatically follow up with that customer in the Slack thread.
Notifications: Discuss new feedback with your team directly in the thread of a notification.
The more insights you store in Productlane, the better you'll be able to understand which users you can solve a problem for. Segment users by company size, whether they are paying customers, how active they are, and prioritize your roadmap accordingly.
Attach images to insights
We're also launching another major feature: You can now upload images to an insight. Your users can do this on the Public Roadmap and you can upload them when adding a new insight in Productlane.
Other improvements
• When you receive new feedback via email, the "Reply to" field now contains the feedback giver’s email address

• You can now search for multiple keywords in the projects search

• There is a new option on the projects page to temporarily sort  by importance

• Fixed a bug on the Changelog and Public Roadmap where some things were not shown correctly in dark mode

---

### [Import existing feedback and changelogs](https://productlane.com/changelog/2022-08-05-import-existing-feedback-and-changelogs) (2022-08-05)

Have all your user feedback in Notion? Host your changelog in another tool? You can now upload your existing data into Productlane and enjoy its benefits without having to start all over: Connect feedback with feature ideas and see, which customer segment it helps the most, and let the feedback jump back into your inbox as soon as the feature is marked done in Linear. 
Open the import settings to get started.
Public roadmap improvements
We also shipped some improvements to the public roadmap. If you hover over a project, you now see the Linear description without clicking on it. When you create new feedback on the left, you still see the description fully while the existing projects are searched through.
Other improvements
• You can now search projects and users with CMD + K

• The email subject line for new feedback now has the user email in it, to avoid emails being threaded

• You're awesome! The changelog draft email now celebrates you for finishing projects. 🎉

• Changed the wording from "Mark processed" to "Move to repository", to clarify that it doesn't mean that feedback has been solved.

• Fixed a bug where the changelog detail page couldn't be opened

• Fixed a bug that prevented syncing projects properly for some accounts

---

### [Custom domains](https://productlane.com/changelog/2022-07-05-custom-domains) (2022-07-05)

We had an intense launch last week and were overwhelmed by your feedback, thank you so much for signing up for Productlane! Our vision is to make managing feedback and sharing it with your team effortless. To help you build more user-centric and successful products. This was a great step towards that.
To let the feedback keep flowing in, we added another often requested feature: You can now connect a custom domain to your public roadmap and changelog. Just open the custom domain settings to get started. 
Dark mode switch and better theming
To streamline your branding, you can now enable or disable dark mode for your users in the custom theme settings. We've also redesigned the settings page to better distinguish dark mode from light mode colors.
Pricing
Both features are available in the Plus plan, which we introduced last week. We designed our pricing to enable companies of all sizes to get value out of Productlane with a Free account. As soon as you scale up your teams, you can upgrade your workspace to connect more Linear teams and set a custom domain and change up your Public Roadmap's and Changelog's theme, starting at $40.00 per Linear team / month. View our pricing here.

---

### [We're live! Launching Productlane 🎉](https://productlane.com/changelog/2022-06-21-we-re-live-launching-productlane) (2022-06-21)

Productlane is now available for all Linear users. You find it in Linear's new integrations directory.
After some intense work the last months to make the core functionality stable and valuable, you're now ready to complement your Linear workspace with a smart user feedback repository to close the feedback loop, a beautiful changelog that writes itself, and a customizable public roadmap. 
All you need to do is open our website, where you can simply log into Productlane with your Linear account and get started.

---

### [Changelog reactions](https://productlane.com/changelog/2022-06-13-changelog-reactions) (2022-06-13)

Keep the feedback looping: When you send out a new Changelog, your users can now leave feedback on it without leaving the page. A small input field underneath each post enables you to be even closer to your users and signal to them that you truly value their feedback.
Users can choose between three reactions to indicate how they feel about your newest updates. The icons have the same accent color that you can set in your settings. After leaving feedback, they are asked for their email so you can get back to them and stay in touch.
What do you think about this new feature? Leave your feedback below 👇

---

### [Link feedback to existing issues](https://productlane.com/changelog/2022-05-17-link-feedback-to-existing-issues) (2022-05-17)

You can finally link feedback to existing issues! This is one of the most requested features and was a blocker for many of you, so we rethought our approach here.
We limited it to only projects initially because we see them as a better place for your feature requests. You want to keep a high-level overview of your projects and feature ideas and not have every bug in there. On the other side, you don't want ideas in your developer backlog where you're really not sure if you want to build them.
After we invited more users from the waitlist, we realized that you also want to track how often a certain bug or small issue comes up. We're happy to let you know, that you can now do so. Just click on the "+ Issue" button in the feedback details to open a dropdown with all your open issues.
We won't display any of them within Productlane, as we see the segmentation only important for larger features and you can view them directly within Linear anyway. Read here how you can view Productlane feedback directly in Linear.
Productlane guide
We worked on a new guide to help you get the most out of Productlane. You find it here.
Other improvements
• For some portals, the title and OG image weren't shown when posting on Twitter or other socials. Fixed!

• The new project backlog status is now implemented and visible on the roadmap

• The project status icons have been updated

• We removed project status and target date from the portal, as those are often changed by accident in Linear

• We gave all icons on the portal the accent color that you can set in your custom theme

• You can now change your organization's name and logo in the settings

• In the settings, you now find the option to disable and enable the feedback link within a Linear project

---

### [New Changelog Builder](https://productlane.com/changelog/2022-02-18-new-changelog-builder) (2022-02-18)

In the last weeks, we realized how powerful it was to publish our own Changelog. People on our waitlist got excited reading it and recommended us to more people, even before trying the tool themselves.
We didn’t expect potential users so urgently wanting a tool to write Changelogs – that’s why we decided to make the experience even better.
Issue importer and grouping by label
With a click of a button, you can now add all issues from the last cycle to the Changelog and they are automatically grouped by their label like “Bugs” or “Improvements”.
Additionally, we added a preview of each issue when you hover over it, to help you decide at a glance if the issue is worth putting in your Changelog.
Built-in image editor
Want to quickly update your team or users about a new release, but don't have time to design a nice title image? We got your back. When you upload a screenshot to your Changelog draft, you can now add a background gradient to it and customize the color, border-radius, and padding of the image.
Custom color themes
We understand how important it is to keep a consistent theme and branding for your company. When sending your Changelog to your users, investors, and teammates, you can now adjust the colors of your page to better fit your brand.
We designed it to be easy to customize and to work in both dark and light mode. You only need to set a few colors, such as the background, text and accent colors, which we then use to generate complementary shades for borders or hover effects.
Want to build a beautiful changelog fast? Sign up for our waitlist!
Other improvements
• We added a customizable "Home" link to the portal and Changelog, so people can now click on the logo to get to your website

• Changelog URLs now look a lot better

• In the reply e-mail of a feedback, we added the project in the subject line

• The project view count is now hidden when the portal is not published

Bug fixes
• Fixed a bug where marking the last feedback processed, users were directed to the “Processed” tab

• Portal updates were very slowing when adding large amounts of feedback

• The login page didn’t redirect to the admin area anymore when you were logged in

• Autosaving didn’t work anymore on Changelog

• We changed the issue deletion to just unlinking it

• Couldn’t select other teams on issue creation

• Changing default linear teams did not immediately reflect on the page

• After opening the project creation modal, the keyboard listener was still attached

• Next / Prev feedback navigation wasn't working smoothly

• Large strings and other content overflowed the changelog page

---

### [Smart Feedback Inbox](https://productlane.com/changelog/2022-02-06-smart-feedback-inbox) (2022-02-06)

A new week has passed, and we have some exciting updates for major workflows. Thanks to every one of you who gave feedback or wrote us to get access earlier. We're super happy to see so many of you jumping on our waitlist every day – don't hesitate to drop us a message and get bumped up the waitlist!
We worked on one thing to help you really delight your users: A smart feedback inbox. It tackles a problem we had ourselves and saw with our first users: When you receive feedback, it's scattered in Linear tickets, Notion, Intercom, Front, Slack, and other tools. 
That makes it really hard to get back to your users and let them know that you acted upon their feedback. Currently, this is a lot of manual work, you need to go through all links on a Linear ticket, or search wherever a user requested a feature and contact them afterward.
That's why we built this process into Productlane. After adding a feedback, you can connect it to an issue or project. When those are marked done in Linear, the linked feedback in Productlane will now bump back in your inbox. That way you can get in touch with all your users who gave feedback, create that magic moment and make them really feel heard.
Create Linear issues from Productlane
So far, you were only able to connect a feedback with a project, now you can do the same with issues. The Linear issue status will be shown directly on the feedback list, so you know how things are progressing.
Review projects before publishing
A big blocker for a lot of you was that projects were public on your portal by default. This was of course not an ideal situation, and we understand that leaking upcoming features are the last thing you want to do. Now, every new project needs to be approved for publishing on your portal. So you can do your work in peace and communicate only the features your users need to see and give feedback on.
Changelog improvements
We can see how many of you are interested in writing your changelogs in Productlane. That's why we improved the experience of writing them. Importing issues from Linear is now easier and faster since we improved the UX all-around. Keep an eye out, we are listening to your feedback, and we are looking for ways to improve the experience even further.
Other improvements and bug fixes
There is also a slew of other fixes and minor improvements:
• The feedback input on your portal now grows when you type more text

• You can finally drag & drop Projects 👐

• “No milestone” is now selected per default when creating a new project

• Fixed a bug where a click on the changelog link led to the bottom of the changelog detail page

• Fixed a bug where, when logged out, the changelog page did not forward to the login page

• Fixed a bug where text on the changelog detail view was floating over the navigation

• Sometimes the linear API errored out and took down the whole app (fixed 😅)

• Fixed a bug that prevented scrolling on long feedbacks

• When you change the name of your Linear org, the name will now be synched in Productlane

• Fixed a bug, where the people search sometimes didn't work

• You can now delete people

As always, we are looking forward to hearing from you about feature ideas and more suggestions, so we can continually improve Productlane.
Best!

---

### [Product Hunt Launch, simple upvotes and email notifications](https://productlane.com/changelog/2022-01-19-product-hunt-launch-simple-upvotes-and-email-notifications) (2022-01-19)

We launched on Producthunt two weeks ago and it was a blast! Thank you so much, we were busy since then keeping up with all the new feedback that came in. We try to send invites to around 10 users per week to make sure everything runs smoothly for you. If you have a more urgent need, please leave us a message and we're happy to prioritize you!
Simple upvotes
We got a few requests that the public portal is more useful when users can upvote directly, without leaving feedback. We see the problem, that an upvote is not as insightful as written feedback, but we now tried to combine the best of both worlds. Users can upvote by just leaving their email once and are prompted to leave more feedback after each upvote if they have an urge to do so. By leaving their e-mail, as a product manager, you can contact them directly to get more feedback from them. Let us know what you think!
E-Mail Notifications
Sometimes, users get feedback on the portal which is more urgent and requires a quick response. That's why we added a customizable e-mail notification for each new feedback that comes in through the portal. As well as when a new changelog draft is ready for you.
Fixes & Improvements
• You can now search through people when using "CMD+K" or just use the shortcut "U"

• You can now select the project in the new feedback modal

• Fixed a bug that made import Issues to a changelog not working

• The feedback on the people details view is now sorted by creation date

• When saving the feedback, it's now saved with breaks

• Fixed a bug where the changelog editor overflowed with long strings

• Fixed a bug where you needed to reload the page on the feedback details, when you created a project with CMD K, so it appears in the project dropdown

• Fixed that newly created projects are not in the CMD+K search, only after reload

• Improved the load time for saving projects due to the Linear integration

• Fixed a bug where a big black line appears on some screens

• Improved readability of the segments labels

• Reworked the options menu on feedback details and added shortcuts

• We removed the default "Public Portal" Link on the changelog

• Changed the sorting to show the newest feedback on the project details on top

• Fixed a bug where ticking the checklist didn't work sometimes

• Truncated the text in the milestone and team selector buttons

• Fixed a bug where changing the milestone to "No milestone" didn't work sometimes

• Fixed a bug on the portal where the link in the footer didn't work when clicking a bit outside

• We removed the "edit"-button in the project details and put it in the 3 dots-menu

• Fixed that the Esc shortcut navigated back to a deleted feedback

• Fixed a bug where the CMD Delete shortcut for feedback didn't work sometimes

• Improved the look of the initial loading screen 🎨

• Fixed a bug on the portal, that the feedback form got wider with an error message

• Fixed a bug where the tooltips did not disappear sometimes

• We disabled the tooltips mobile (Obviously you have no shortcuts there 😏)

• New items count in the sidebar now updates after creating or deleting feedbacks

• Fixed a bug that the "GR" shortcut to go back to the roadmap, sometimes opened the Email reply

• When you archive a changelog, you now don't need to reload anymore to make it disappear

• We removed the roadmap link on the changelog when the roadmap is private

---

### [Announcing Productlane](https://productlane.com/changelog/2022-01-10-announcing-productlane) (2022-01-10)

Hello World. We are excited to announce Productlane with this first Changelog post!
After months of hard and fun work building the core of our product, including a deep Linear integration, custom public portals, project checklists, segmentation, and much more, we finally added support for changelogs and with them the final piece of our MVP.
From receiving feedback on your customer's problems all the way to sharing your current and past progress, Productlane is the easiest way to communicate with your user base.
Integrates with Linear
We are big fans of Linear and all the goodies it has, so we built Productlane from the beginning to perfectly integrate with it: A similar interface, CMD+K, shortcuts, dark mode, real-time sync, 100ms rule, you name it. We (and luckily also our first users) love it. 
You can directly log into our tool with your Linear account and find everything there being synched in real time. The public roadmap in Productlane is the same as in Linear and as soon as you mark a project done in Linear, it appears as a changelog draft in Productlane.
With a Roadmap
Sharing your progress and future plans has never been easier, as a matter of fact, you already have all the info in Linear, it is only a problem of visibility. After you sign up, a public roadmap page is ready to be shared with your customers! Check ours out!
You will also see your users can submit feedback immediately. Internally you have the ability to segment this feedback by things like "High MRR Customer" or "Power User" so you can really focus on building the next feature that matters.
With a Changelog
Our changelog is a place for you to promote your product to users and we built it to live up to that. There are no distractions on the page, it's built to engage with your brand, sign up for your product, and maybe give you a follow on Twitter, but not more.
A new draft will be automatically created as soon as you complete a project in Linear. To save you even more time, you can add all issues that have been done since the last changelog within a single click.
We are already hard at work on the next features, including integrations with more systems and platforms like Slack, Hubspot, and others. We are super excited to hear from you! We are slowly letting users in, to make sure everything is working and tweaking things as necessary, so go and sign up for our waiting list!

---

## Docs

### Get started

#### [Quickstart](https://productlane.com/docs/get-started/quickstart)

Set up a customer support system around Slack and Linear.


---

#### [Import](https://productlane.com/docs/get-started/import)

Import conversations from Zendesk, Intercom, or via CSV.


---

#### [Shortcuts](https://productlane.com/docs/get-started/shortcuts)

Navigate your inbox and process requests in a breeze.


---

### Setup

#### [Widget Content Security Policy (CSP)](https://productlane.com/docs/setup/widget-content-security-policy-csp)


---

#### [Widget](https://productlane.com/docs/setup/widget)

Unified widget for your Live Chat, Help Center, and Changelog.


---

#### [Theme](https://productlane.com/docs/setup/theme)

Customize the style of your Help Center, Requests portal and Changelog.


---

#### [Custom domain](https://productlane.com/docs/setup/custom-domain)

Connect your own domain to your portal.


---

#### [SSO](https://productlane.com/docs/setup/sso)

Authenticate portal users yourself with JWTs.


---

#### [Signatures](https://productlane.com/docs/setup/signatures)

Add a signature to your emails.


---

#### [Connectors](https://productlane.com/docs/setup/connectors)

Connect your database or other 3rd party libraries with Productlane.


---

### AI

#### [Productlane Agent](https://productlane.com/docs/ai/ai-agent)

Get instant answers from your docs, Linear projects, and changelog.


---

#### [AI Copilot](https://productlane.com/docs/ai/ai-copilot)


---

#### [Code Agents](https://productlane.com/docs/ai/code-agents)

Auto-fix issues with Cursor Cloud


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#### [Reporting](https://productlane.com/docs/ai/reporting)

Get insights about your customer support and Productlane Agent performance.


---

#### [Automatic issue creation](https://productlane.com/docs/ai/automatic-issue-creation)

The Productlane Agent can automatically create new Linear issues based on the message context.


---

#### [Auto AI-Drafts](https://productlane.com/docs/ai/auto-ai-drafts)


---

#### [Close-the-loop drafts](https://productlane.com/docs/ai/close-the-loop-drafts)


---

#### [AI Usage & Credits](https://productlane.com/docs/ai/ai-usage-credits)


---

#### [Automated Triage](https://productlane.com/docs/ai/automated-triage)


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#### [Routines](https://productlane.com/docs/ai/routines)


---

### Inbox

#### [Custom views](https://productlane.com/docs/administration/custom-views)

Save any combination of filters in your inbox.


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#### [SLAs](https://productlane.com/docs/administration/slas)

SLAs let you set response time targets for support threads so your team stays accountable and customers get timely replies.


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#### [Auto-Assignments](https://productlane.com/docs/inbox/auto-assignments)

Automatically route incoming threads to the right team member based on customer ownership in Linear.


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#### [Macros](https://productlane.com/docs/inbox/macros)

Answer users faster with reusable snippets.


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#### [Snoozing](https://productlane.com/docs/inbox/snoozing)

Snooze a thread to clear it from your inbox until a time you choose.


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#### [Internal comments and mentions](https://productlane.com/docs/inbox/internal-comments-and-mentions)


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#### [Thread importance](https://productlane.com/docs/inbox/thread-importance)


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#### [Merging threads](https://productlane.com/docs/inbox/merging-threads)


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### Channels

#### [Live Chat](https://productlane.com/docs/channels/live-chat)

Enable real-time chat with customers.


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#### [Email Forwarding](https://productlane.com/docs/channels/email-forwarding)

Automatically forward incoming emails to Productlane.



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#### [Slack Inbox](https://productlane.com/docs/channels/slack-inbox)

Move Slack connect conversations into Productlane.


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#### [Suppressed email contacts](https://productlane.com/docs/channels/suppressed-email-contacts)

Re-subscribe contacts whose email delivery was blocked by a bounce.


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#### [Reply All by Default](https://productlane.com/docs/channels/reply-all-by-default)


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#### [Shared Email](https://productlane.com/docs/channels/shared-email)

Connect your email to be able to answer customers.


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#### [Microsoft Teams](https://productlane.com/docs/channels/microsoft-teams)

Sync conversations from Microsoft Teams into Productlane.


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### Docs

#### [AI Help Center](https://productlane.com/docs/docs/ai-help-center)

Help customers use your product easily with beautiful docs.


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#### [Self-updating docs](https://productlane.com/docs/docs/self-updating-help-center)

How the Productlane Agent drafts help center articles from your customer threads, and how to review the suggestions.


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#### [Unlisted articles](https://productlane.com/docs/docs/unlisted-articles)


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#### [Subpages](https://productlane.com/docs/docs/subpages)


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#### [Version History](https://productlane.com/docs/docs/version-history)


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### Feedback Portal

#### [Publish your roadmap](https://productlane.com/docs/feedback-portal/publish-your-roadmap)

Publish a roadmap with all your customer requests from Linear.


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#### [Multiple Portals](https://productlane.com/docs/feedback-portal/multiple-portals)

Serve different audiences from a single Productlane workspace. 


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### Support Portal

#### [Customer Support Portal](https://productlane.com/docs/support-portal/customer-support-portal)

Give your customers a space to see all their support messages and Linear requests.


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#### [Embed the Portal](https://productlane.com/docs/support-portal/embed-the-portal)

You have different options to make the portal available for customers.


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### Changelog

#### [Embed your Changelog](https://productlane.com/docs/changelog/embed-your-changelog)

A new changelog draft for every closed Linear project.


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#### [Release Intelligence](https://productlane.com/docs/changelog/release-intelligence)

Automatically generate a Changelog from your recent improvements. 


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#### [RSS Feed](https://productlane.com/docs/changelog/rss-feed)

Add an RSS feed to your Changelog.


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#### [Import Changelogs](https://productlane.com/docs/changelog/import-changelogs)

You can import Changelogs from other platforms via CSV.


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#### [Broadcasts](https://productlane.com/docs/changelog/broadcasts)

Send out your Changelog via email, Slack or In-App


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### Integrations

#### [Linear issue templates](https://productlane.com/docs/integrations/linear-issue-templates)


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#### [Linear](https://productlane.com/docs/integrations/linear)

Sync projects and issues in real time with Linear.


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#### [API](https://productlane.com/docs/integrations/api)

Programmatic access to your workspace with the v2 API.


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#### [MCP](https://productlane.com/docs/integrations/mcp)

Connect Productlane to Claude, Cursor, and any MCP client.


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#### [Productboard importer](https://productlane.com/docs/integrations/productboard-importer)


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#### [Cursor](https://productlane.com/docs/integrations/cursor)

Auto-assign Linear issues to Cursor


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#### [Attio](https://productlane.com/docs/integrations/attio)


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#### [Youtube](https://productlane.com/docs/integrations/youtube)

Simply paste a YouTube video URL anywhere in your content.


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#### [Hubspot](https://productlane.com/docs/integrations/hubspot)

Import contacts and view the delivery status of conversations in Hubspot.


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#### [Loom](https://productlane.com/docs/integrations/loom)

Simply paste a Loom video URL anywhere in your content.


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#### [Google Analytics](https://productlane.com/docs/integrations/google-analytics)

Track your Help Center, Roadmap and Changelog views.


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#### [Zendesk importer](https://productlane.com/docs/integrations/zendesk-importer)

Bring your Zendesk tickets, contacts, tags, and attachments into Productlane.


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#### [Zapier](https://productlane.com/docs/integrations/zapier)

Connect countless tools like Typeform, Salesforce or Tally via Zapier.


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#### [GitHub](https://productlane.com/docs/integrations/github)


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#### [Webhooks](https://productlane.com/docs/integrations/webhooks)

Subscribe to events instead of polling. HMAC-signed, retried with backoff.


---

### Administration

#### [Roles & Permissions](https://productlane.com/docs/administration/roles-permissions)

Below are the available roles within your Productlane workspace. Assign roles based on the level of access each team member needs.


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#### [Office hours](https://productlane.com/docs/administration/office-hours)

Set when your team is available to reply, and reflect it in SLAs, auto-replies, and the widget.


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#### [Tags](https://productlane.com/docs/administration/tags)

Analyse your support volume with tags and turn them into Linear issues.


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#### [Multi Language](https://productlane.com/docs/administration/multi-language)

Your Help Center, Portal, and Widget in any language.


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#### [Notifications](https://productlane.com/docs/administration/notifications)


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#### [Blocklist](https://productlane.com/docs/channels/blocklist)

Block unwanted feedback across all sources.


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#### [Customers](https://productlane.com/docs/administration/customers)

Find customers who are actively giving you feedback.


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#### [Pricing](https://productlane.com/docs/administration/pricing)

Learn about the pricing of Productlane


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#### [Startup program](https://productlane.com/docs/administration/startup-program)

Learn about Productlane's Early Stage program for startups.


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#### [Security, privacy, and compliance](https://productlane.com/docs/administration/security-privacy-and-compliance)


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#### [Billing and invoices](https://productlane.com/docs/administration/billing-and-invoices)


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