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This overview covers product changes merged through October 21, 2026, reviewed against the previous 30 days of PSA work. Setup guides describe the resulting workflows. Availability follows your products, permissions, connected providers and rollout settings; an opt-in feature is not enabled for every organization by this release note. For September changes already documented during the review period, see September release notes and the dated changelog.

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What to review first

  • Accounting: first customer pushes are manual. Review the correct company/provider link before invoicing. Older Xero connections need reconnecting to use the October 17 full-sync workflow.
  • Billing: client financial preferences, invoice review/release, agreement schedules and accounting auto-send options are opt-in. Payment terms do not enable autopay. Confirm tax and provider totals before release.
  • Vault permissions: administrators can choose which shared-vault actions technicians may perform. Review Settings → Password Vault; an organization without a custom technician policy allows the supported actions, including add/edit/delete.
  • Integrations: API keys do not automatically gain the new scopes. Check a workflow’s required permissions before using ticket listing, updates, assignment or history.
  • Policies: template changes are reviewed rather than silently applied. Material updates to approved/active policies create a new draft version for approval; acknowledgment campaigns remain a separate step.

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Ticket queues, statuses and service levels

Technician groups add queue-only, round-robin and fewest-open assignment, availability, primary-technician preference, overflow and tier hand-offs. Tickets can be in a group without an individual assignee. The distribution report explains assignment decisions and offers a confirmed release-back-to-queue action. Ticket settings now cover custom statuses within fixed lifecycle categories, customer-safe labels, permitted SLA pause behavior, required reasons and customer-reply rules. Unassigned filters combine with company/group views. Genuine linked customer replies reopen resolved/closed work across supported channels; automatic email replies do not. SLA policies support business/on-call calendars, holidays, policy order and conditions, response/resolution coverage, escalation levels and internal group targets. Evaluation runs every minute with a backstop. Recorded breaches are retained; unchanged policy matches do not shift deadlines. The ticket’s SLA details explain the clocks and actions. Notification rules include group targeting. The bell retains unread assignments, mentions, replies and ticket alerts. Unanswered customer work can use business-time or 24/7 thresholds; reading a notification does not resolve the underlying issue.

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Customer request workflows

The optional Request catalog provides targeted forms, company/role visibility, conditional fields, urgency wording and Requested for colleagues. Approval policies support several levels and ANY/ALL decisions, expiry/fallbacks and portal approvals. Fulfilment blueprints create internal task tickets with dependencies, date-based release and approval gates. The parent request shows progress; customers do not see internal task tickets. These workflows are separate from the billing product catalog. Portal home tiles and wording are configurable. The catalog remains off until enabled.

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Automations, reporting and the API

Automation rules use typed custom-field conditions and add group assignment, routing, tier escalation and checklists. Test requires an explicitly selected ticket. Administrators can execute a saved rule now, or preview and run it against all matching tickets. Enabling alone does not replay existing work. A failed action stops later actions in that rule without rolling back earlier successes. Reports add a daily ticket ledger and routing distribution. Exports support column choice, saved definitions, schedules and history-quality labels. Recorded history and older reconstructed data remain distinguishable. The Public PSA API supports ticket lists/reads/updates/assignment, history/change feeds, directory and queue reads, and time reads alongside the original note/time writes. Outbound webhooks add metric, group and fulfilment events, Standard Webhooks signatures, longer retries, immediate secret rotation and resend controls.

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Billing and accounting

Invoices gain saved drafts, live PDF preview, product creation and long descriptions, preserved product headings, client billing names, payment terms and optional approval/release batches. Service details and Standard PDFs use consistent saved billing preferences. Release errors remain actionable rather than claiming every provider step succeeded. Agreements preserve product links and negotiated rates, validate service periods, bill only uncovered applicable charges and support recurring-item imports and opt-in schedules. Pausing/resuming does not automatically bill every missed month. QuickBooks, Zoho Books and Xero have explicit customer-linking/mapping guides. Item synchronization, provider invoice import, change-review queues and monthly-invoice delivery have separate controls. Zoho is offered where enabled for the organization. Alternative Payments supports accounting collection or direct sending. Production/Demo selection persists, tests finish with a timeout if needed, saved keys remain write-only, and receipt/reversal/notification recovery is more robust. Use one route for the same invoice.

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Sign-in, vaults and customer data

My account → Security brings session review/sign-out, backup codes for passkey-only accounts, new-browser emails and recent identity checks. Staff password failures use increasing waits rather than the old fixed five-failure lock. Organization policies control maximum lifetime and remembered accounts/devices. Password Vault adds configurable technician actions, named-person visibility, password-change share revocation and a 30-day restore window. Where platform rollout enables vault TOTP, code generation requires recent factor verification; merging that capability does not enable it everywhere. Companies and contacts provide reorganized workspaces, inline people, primary-contact filters, billing names, structured addresses, managers and portal roles. Connected device ownership keeps explicit technician choices and correlated RMM/directory context. Email screenshot imports and customer-scoped AI context have stronger privacy and recovery behavior.

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Compliance

Frameworks add CIS Controls and Microsoft 365 Benchmark profiles. Automated evidence remains partial where resources or settings cannot be fully assessed; empty results do not establish a full pass. Policy template updates and review comments preserve adopted content until reviewed, with new-version approval where required.