Overview

This release brings a round of billing improvements — automatic application of available funds, a new invoice creation API, and subscription naming — alongside meaningful additions to the Tickets module, including template-backed forms and API-level template support. Workforce tools gain a new auto-assign visibility indicator and tighter work order duration controls, and the workflow builder picks up named condition branches. A library of workflow templates is also on its way for later this month.

Product Update

Accounts

Business accounts on external ticketsExpected: Coming soon
External tickets can now be associated with business accounts, giving your team a complete picture of which business a ticket is linked to without having to cross-reference separately.

Billing

Available funds applied automatically on paymentExpected: Releasing June 1stcarried over
Account credits and available fund balances are now automatically applied when a payment is added to an account or when an invoice is generated — ensuring credits are always used before a charge is taken, without any manual step.

New API to create invoicesExpected: Releasing June 1stcarried over
A new API endpoint lets you create invoices programmatically, making it easier to integrate gaiia billing with external systems or automate invoice generation workflows.

Custom subscription namesExpected: Releasing June 1st
Subscriptions can now be given a custom display name that appears both in gaiia and on the invoice, without relying on metadata fields. Clearer names on invoices mean fewer questions from your customers about what they're being charged for.

Checkout

Multi-unit add-on purchasesExpected: Releasing June 1st
Tenants can now configure checkout to allow customers to purchase multiple units of an add-on or router in a single order, with per-product and per-plan quantity limits controllable from settings.

Add-on display settings in checkoutExpected: Releasing June 1st
A new setting lets you control exactly where in your checkout flow add-ons are surfaced to customers, replacing what was previously a manual configuration managed by gaiia.

Custom Objects

Custom Objects Expected: Releasing June 8th
Build your own structured data models directly in gaiia — with custom field types, draft support, record locking, CSV import and export, section grouping, auto-generated IDs, and reporting integration. Once enabled, custom objects can be attached to tickets, workflows, and other records across the platform. 

Custom Objects — number range field type Expected: Releasing June 8th
Custom objects will support a number range as a field type, making it possible to model data that has a minimum and maximum value — useful for things like service tiers, bandwidth thresholds, or pricing bands.

Orders

Sales order flowAlready released: Released May 25th
Sales agents can now create orders directly from inside gaiia via a new Create Order action in the Orders module. The checkout runs in an embedded session tied to the logged-in user, so every resulting order and abandoned order is automatically attributed to that agent — no more bookmarked URLs or manually typed agent names. Currently available for selected organizations. Contact us if you'd like early access for your organization.

Track order attribution based on user profilesAlready available: Released May 25th
Orders created through the sales flow are now automatically attributed to the gaiia user who initiated the checkout, making it straightforward to report on which agents are driving orders and abandoned sessions. Currently available for selected tenants. Contact us if you'd like early access for your organization.

Network

Lock network sitesExpected: Releasing June 1st
Network sites can now be locked to designate an external system as the authoritative source of truth, preventing unintended overwrites from other sources and making integration-driven architectures more reliable.

Network Integrations

Netbox as source of truth for network sitesExpected: Releasing June 1st
You can now configure gaiia workflows to use Netbox as the authoritative source of truth for network site data, enabling tighter, automated synchronization between gaiia and your Netbox instance.

Calix SMX: updated ONT mappingsExpected: Releasing June 1st
Tagged and untagged ONT mappings for Calix SMX have been updated so devices are correctly identified and provisioned when using Calix as your network platform.

Tickets

Forms on ticket templatesExpected: Releasing June 1st
Ticket templates now support custom forms built with the custom object builder. When a ticket is created from a template, the form is automatically attached — so your team captures structured, validated data from the moment a ticket opens, with no free-text workarounds needed. Available on request; contact gaiia to enable for your tenant.

Create tickets from templates via APIExpected: Releasing June 1st
The ticketing API now supports applying a template at creation time via the createTicket endpoint. API consumers get full parity with the UI for template-based ticket creation — no more manually fetching template fields and keeping them in sync separately.

Workflows

Named condition branchesExpected: Releasing June 1st
Workflow builders can now assign custom names to condition branches, replacing the default positional labels (If / Else if / Else) with descriptive business logic labels — for example, "Provisioning complete" or "No subscription found." Particularly useful for making Else branches self-explanatory when sharing workflows with non-technical collaborators.

Workflow TemplatesExpected: Coming sooncarried over
A library of pre-built workflow templates is coming to gaiia. Builders will be able to start from a template rather than building from scratch, and a dedicated admin section will let teams create and publish their own templates for others to use.

Workforce

Pending auto-assign indicator on work ordersExpected: Releasing June 1st
Work orders that are queued for automatic assignment now show a "Pending Auto-Assign" indicator, so dispatchers can see at a glance which jobs are still being processed and avoid acting on them manually — preventing conflicts during rare moments of higher system load.

Work order duration — new edit permissionExpected: Releasing June 1st
Workforce > Work Orders > Edit > Duration. A new role permission now controls which users can manually override a work order's default duration. Administrators can restrict this to the right people, keeping scheduling data accurate and reducing unintended changes.

Field Service App — offline capabilitiesExpected: Coming soon
The Field Service App is gaining improved offline support, starting with the ability to toggle technician status and send en-route messages without an active network connection.

Field Service App — choose your preferred map appExpected: Coming soon
Technicians can now choose between Google Maps and Apple Maps directly from the Field Service App. Tapping an address shows a menu to select the preferred navigation app, and the choice is remembered for future taps. Ships with Field Service App v1.15.