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Release Notes | Talkdesk Cases
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Talkdesk Cases™ is a Talkdesk Digital Engagement™ solution. Cases is a natively built and fully-integrated omnichannel ticketing system that allows Administrators and Agents to handle customer issues that require efficient follow-ups. For more information, please visit our documentation.

 

February 13, 2026

On Friday, February 13th, 2026, we will release the following enhancement for Talkdesk Cases.

Enhancement:

  • Extended Interaction Search during Case Creation: You can now access and search through more than the initial 100 interactions, as we've enhanced the interaction association process when creating a new case. 
    • If a contact has a high volume of history,  click "Load more" at the bottom of the list to retrieve the next 100 most recent interactions. This update ensures you can always locate and link the exact interaction needed, providing full visibility into a contact's history, regardless of its size.

 

January 30, 2026

New: 

  • External Email Support in Case Automation Actions: You can now send notifications to external recipients directly from the "Perform these actions" module in EBA (Event-based Automations) and TBA (Time-based Automations). Type an email address into the new input field and press Enter to add it.
    • Seamless Validation: The system automatically validates the format; correct addresses appear as tags, while invalid ones trigger an immediate error alert.
    • Extended Reach: You can add up to 20 external email addresses per action.
    • System Cleanliness: These notifications are sent without creating new contact records or generating internal interactions, keeping your database clutter-free.

Enhancements:

  • Historical Value Retention for Custom Fields: You can now maintain the accuracy of your historical data when updating custom fields. In the Case Fields module under Configurations, even if an administrator deletes a specific option (such as "option-2-deleted" in a dropdown), existing cases that were previously assigned this value will continue to display it.
    • UI Continuity: As shown in the Properties tab, historical cases retain their original selection even after the option is removed from the active configuration.
    • Clutter-Free for New Cases: The deleted values will no longer appear in the search or selection menu for new cases, preventing agents from selecting outdated information.
    • Preserved Integrity: This ensures that your Explore reports and audit trails remain consistent without requiring "Do Not Use" workarounds in your field settings.

 

November 12, 2025

On Wednesday, November 12th, 2025, we will release the following new features for Talkdesk Cases.

New: 

  • Team-based access control in Cases: The new team-based permission controls enhance case management security and flexibility by allowing organizations to tailor access based on their team hierarchy. This ensures that the right users have the right level of visibility and control, improving collaboration while maintaining data integrity across teams and sub-teams.
    • Team: Permissions apply to members of a specific team.
    • Child Teams: Permissions apply to sub-teams under a parent team.
    • Team + Child Teams: Permissions apply to both the parent team and its sub-teams.

For more information, please check the article: Teams Section Overview.

 

November 10, 2025

On Monday, November 10th, 2025, we will release the following new feature for Talkdesk Cases.

New: 

  • Case History Dataset: Empowers customers to gain deeper visibility into case management performance and operational efficiency. By tracking every update across status, ownership, and updates, teams can uncover trends, measure service effectiveness, and make data-driven improvements to support quality and responsiveness.
    • Introduced Case History Dataset to capture updates such as status, group, agent, and customer fields.
    • Enables customers to generate detailed reports — for example, tracking how many cases were created, resolved, unresolved, or reopened per group over a selected time period.
    • Explore API support to export case history data for deeper analysis or integration with external BI tools.

Note: Effective Date: October 28, 2025 — historical data prior to this date will not be available.

 

September 24, 2025

On Wednesday, September 24th, 2025, we have released the following new features for Talkdesk Cases.

New: 

  • Webform Captcha and Attachment Controls: To improve flexibility and security, webforms now support new controls that allow Admins to manage how users interact with forms and protect against spam.
  • Allow file attachments: Enable or disable file uploads when users submit a form, giving admins control over whether attachment input is allowed.
  • Enable captcha: Add or remove captcha validation on webforms to reduce spam and ensure higher-quality submissions.

 

September 10, 2025

On Wednesday, September 10, 2025, we released the following new features for Talkdesk Cases.

New: 

  • Case SLA Dashboard - SLA Name filter: We’ve improved the Case SLA Dashboard by introducing a new filter to improve usability and flexibility. Users can now quickly locate and analyze SLA performance by filtering with the SLA Name.
    •  
      • Allows users to view the Case SLA Dashboard by specific SLA Names.
      • An SLA may include multiple policies; the new filter helps users quickly locate the relevant policy by SLA Name.
  • Case SLA Explore API:
    •  
      • Case SLA Report is now available in the Explore API. This report enables users to export SLA-related data for cases directly through the Explore API, allowing for more flexible reporting and analysis.
      • For detailed information on fields and usage, refer to the Case SLA Report Explore API.

July 15, 2025

On Tuesday, July 15th, 2025, we will release the following features for Talkdesk Cases.

New: 

  • Total Cases Resolved: We’ve improved the Cases dataset to support more accurate and flexible reporting by enhancing the behavior of the ‘Total Cases Resolved’ metric. This update allows you to generate reports using both ‘Total Cases Created’ and ‘Total Cases Resolved’ in one report.
  • The ‘Total Cases Resolved’ metric is now calculated based on the case resolved time, if ‘Total Cases Created’ metric is selected.
  • You can now include both ‘Total Cases Created’ and ‘Total Cases Resolved’ metrics in the same report.
  • Use ‘Resolved Time’ as a filter to report:
    • Total Cases Created based on their creation time.
    • Total Cases Resolved based on their resolution time.

Please refer to Cases - Creating Custom Reports in Talkdesk Explore for details.

 

June 9, 2025

On Monday, June 9, 2025, we will release the following new features for Talkdesk Cases.

New: 

  • Event based automation: Voicemail Assignee condition and action: We’ve enhanced Event-Based Automation with new condition and action options for Voicemail interactions. These updates allow automation to respond to changes in voicemail assignment and take automated action accordingly.
  • Condition – Voicemail Assignee: Trigger automation when a voicemail’s assignee changes, enabling dynamic workflows based on voicemail assignment events.
  • Action – Voicemail Assignee: Automatically assign the voicemail interaction to a specific agent, mark it as unassigned, or sync it with the Case Assignee.

 

April 24, 2025

On Thursday, April 24th, 2025, we will release the following new features for Talkdesk Cases.

New: 

  • Plain Case ID variable: You can now use {{case.id.plain.text}} in auto-reply emails to display the Case ID as plain text instead of as a hyperlink. This prevents confusion for customers who don’t have access to Talkdesk and ensures a clearer, more professional communication experience.

  • Visibility on who's working on cases: Agents can now see who is actively working on a case in real time, directly from the case processing page (upper right corner). This helps prevent duplicate work, minimizes errors, and improves collaboration, thus leading to faster, more efficient resolutions.

 

February 21, 2025

On Friday, February 21st, 2025, we will release the following enhancement for Talkdesk Cases.

Enhancement: 

image (4).png

  • Improved Webform and Confirmation Message: This update improves the user experience by dynamically adjusting the webform’s height based on content and ensuring the submission confirmation message is displayed correctly. These enhancements help prevent visual issues, such as blank screens, reducing potential confusion or frustration for users.

Note: New forms will automatically apply these changes. For previously created forms, please visit the Configuration page and copy the latest code to the designated website. For more information on embedding a web form, click here.

 

January 23, 2025

On Friday, Jan 23rd, 2025, we will release the following new feature for Talkdesk Cases.

New: 

image1.png

  • Mandatory Fields for Case Creation: Admins on Talkdesk Cases can now require specific fields to be completed during case creation, ensuring all critical information is captured upfront. To this end, a new checkbox, “Required to create/update a case,” has been added to the field configuration interface.

 

October 25, 2024

On Friday, October 25th, 2024, we will release the following new feature for Talkdesk Cases.

New: 

  • Support for Explore Reports: It is now easier to create Explore reports based on the cases dataset, including case fields and metrics documented in Cases.

 

October 10, 2024

On Wednesday, October 10th, 2024,  we will release the following new feature for Talkdesk Cases.

 

New: 

Change Assignee from Cases Views Lists: Users will now be able to change assignees directly from the Cases Views lists. A dropdown selection will be available in the “Assignee” field for quick updates within the case list.


Note: If you don’t see the “Assignee” field, click the Table Options button in the upper right corner and select the field by checking the box in “Edit columns”.

 

 

September 23, 2024

On Monday, September 23rd, 2024, we will release the following new feature for Talkdesk Cases.

 

New:

  • Expanded Fields for Conditions and Actions in Event-Based Automations: Assignee changes between email conversations and cases can now be synced automatically using Talkdesk’s event-based automation, ensuring updates to one system are reflected on the other. This reduces manual effort and maintains consistency.
    •  
      • In the “Configure Conditions” section, you can now set the condition ‘Email Assignee’ and use the operator ‘Changed’ to track when the email assignee is updated.
      • In the “Configure Actions” section, you can sync assignee changes between Cases and Email conversations by setting “Assignee” to “Email Assignee” or “Email Assignee” to “Assignee”.

 

July 17, 2024

On Wednesday, July 17, 2024, we will begin the progressive rollout of the following new feature for Talkdesk Cases:

 

New:

  • Define permissions to delete cases via Roles and Permissions: You will now be able to set role-based permissions for case deletion, allowing administrators to assign specific permissions that dictate which role can delete cases. This feature ensures that only authorized agents can manage case deletions, aligning with organizational responsibilities and enhancing security and control.
    •  
      • In Roles and Permissions, admins can enable and disable permissions (by role) to delete and permanently delete cases. for more information, please read this article.

 

February 28, 2024

On Wednesday, February 28, 2024, we will begin the progressive rollout of the following new feature for Talkdesk Cases:

New:

  • Webform language localization: This will enable accounts to create multilingual webforms. Admins can now localize their webforms into multiple languages by simply selecting a language during the form creation process. This feature ensures a more inclusive and accessible experience for diverse audiences, promoting a streamlined communication across global user bases.

 

November 30, 2023

On Thursday, November 30, 2023, we will complete the rollout of the following new features for Talkdesk Cases:

New:

  • Report on Cases Custom Fields in Explore: Gain greater insights and deliver better customer support thanks to the ability to report on Talkdesk Cases custom fields, such as case details, client demographics, incident specifics, or any other data. For more information, please refer to the article in Cases - Custom Fields in Reporting
  • Closing Cases in Bulk: Provide a more efficient case management experience with the ability to swiftly mark multiple cases as resolved, allowing the simultaneous closure of cases and sub-cases with just a single click to streamline your workflow and save valuable time. For more information, please refer to the article in Resolving Cases in Bulk
  • Automatically Re-open Cases: Keep your cases seamlessly up-to-date as conversations come back to life in the Conversations App, by automatically reopening the case when the original conversation is revived, ensuring all relevant information stays consolidated in a single place. For more information, please refer to the article on Auto-Reopening Cases from Closed Email Conversations.

 

March 27, 2023

Note: Callbar has reached the End of Life on September 1, 2023. Existing references to Callbar in these Release Notes will be kept for historical purposes.

On Monday, March 27th, 2023, we will release Talkdesk Cases™, a Talkdesk Digital Engagement™ solution.

Cases is a natively built and fully-integrated omnichannel ticketing system that allows Administrators and Agents to handle customer issues that require efficient follow-ups.

This integrated solution includes voice, voicemail, email integration, centralized case processing, automated workflows, and goal-oriented service level agreement policies to manage cases skillfully.

 

What’s Included

The release includes the following main features:

  • Email, Voice, and Voicemail Integration: Admins can enable Email, Voice, and Voicemail Integration to leverage automated tasks for case creation and update. These tasks are triggered based on email, voice conversations (Conversations and Callbar are supported), and voicemail messages. Then, a case is created in Cases when an inbound call starts or a contact leaves a voicemail message.
  • Case Processing: Provides Agents with a centralized user interface where they are able to view case events, update case properties, contact customers, create subcases, merge cases, add notes and attachments, among other things.
  • Custom Fields and Case Forms: Administrators can create custom fields of different formats (for example, Drop-down and Text) in addition to standard fields to help Agents collect targeted information of a request. With this, Agents can select any active case form and set field values accordingly.
  • Case Views: Displays different lists of cases, upon applied filters. Administrators and Agents can create custom views for themselves, a group of Agents, or all Agents, depending on their roles.
  • Service Level Agreements: Administrators can create service level agreement (SLA) policies that contain different conditions, and time targets, for cases at different priority levels. Once certain cases meet the conditions of an SLA policy, it will be applied to these cases. With this, Agents can prioritize their tasks. It also allows Administrators to track the Agents’ performance against SLA commitments.
  • Time-based Automations: Allows Administrators to set automations with different time-based conditions. Once certain cases meet these conditions, Cases can perform the corresponding tasks for Agents.
  • Event-based Automations: Allows Administrators to set automations from different event-based conditions. These run every time a case is created or updated.
  • Reporting: Provides Administrators with two built-in dashboards (“Case Dashboard” and “Case SLA Dashboard”) to have insights with key metrics, as caseload to tracking and adhering to key SLAs. 
  • Web forms: Allows you to embed web forms into your website, so customers can reach out with questions or requests.

How to Use

For more details, please consult our Cases documentation.

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