Overview
The headline this time is Analytics: the new experience becomes the default for everyone, with the legacy view kept behind a toggle until it is retired. Conversations picks up SMS opt-out visibility and media attachments, workflow HTTP nodes accept your own CA certificates, and tickets can now be assigned to a team and routed to one straight from a mailbox. Report folders, a shared email header and footer, and reusable custom workflow nodes are on the way. This is a preview of what is coming so you can prepare.
Accounts
Date picker for custom fields: Expected: Coming soon
Custom fields will soon be configurable as dates, so dates are picked from a calendar and stored consistently instead of being typed as free text.
Search on custom fields: Expected: Coming soon
Custom fields on accounts, businesses, and addresses will be searchable, including finding an account by its Circuit ID from universal search.
Move a sub-account to a different parent: Expected: Coming soon
It will soon be possible to reassign a sub-account to another parent account directly, without raising a support request with the gaiia team.
Update account tags: Expected: Coming soon
It will soon be possible to change the tags associated with an account directly, without raising a support request with the gaiia team.
Analytics
The new Analytics experience becomes the default on October 1st: Expected: Releasing September 28th
From October 1st, Analytics and Reports will open on the new experience for everyone. Legacy dashboards and reports remain available behind a toggle until they are retired on October 19.
To see the legacy view, turn on View legacy analytics in the top-right corner of the Analytics or Reports page. Turn it off to return to the new experience.
For more details on the transition, check out this article: Getting started with the new Analytics experience
Action required: if a report you rely on is missing from the new experience, contact our support team before October 19, when legacy dashboards and reports are retired.
Organize custom reports in folders: Expected: Coming soon
You will soon be able to group your custom reports into folders and share a whole folder once instead of sharing each report individually. Everything inside a folder inherits its access, including reports added later.
Create and nest folders, move reports and folders between them, and share a folder as a Viewer, Editor, or Manager. Reports others have shared with you appear on the new Shared with me tab.
Billing
Delay late fees with the Late fee workflow: Released
gaiia now tracks when an invoice becomes overdue, so you can use the Late fee workflow to apply the fee later, after the delay you choose.
Checkout
Easier setup for product dependencies: Released
You can now set product dependencies right in a product's settings with the new Requires one of these products option. Pick one or more prerequisite products when you create or edit a product, and gaiia only shows that product in checkout and the client portal to customers who have one of them. Dependencies you set up before through product specification fields still work. Learn how to set up product dependencies.
Communications
Use account custom fields in communication templates: Expected: Releasing September 28th
Account custom fields can now be used as merge tags. Insert a single field with {{ entity.customFields['Field Name'].value }}, show a section only when a field has a value using {% if entity.customFields['Field Name'] %}, or loop over entity.customFieldsEntries to list every custom field on the account. Field names are typed exactly as they appear in your custom field settings.
Custom fields don't yet appear in template previews or test sends.
Send system emails from the right brand: Expected: Coming soon
If you operate more than one company in gaiia, system communications can be sent from a different email address for each company tag. Map a tag to a sender address in your SendGrid or Mailgun integration settings, and notifications to accounts, business accounts, and groups go out from the address matching their tag. Replies are routed back to the ticket mailbox belonging to that sender address, so they no longer all land in one place.
One header and footer across all communications: Expected: Coming soon
You will soon be able to set an email header and footer once and have them apply across your communications, instead of maintaining the same blocks in every template.
Conversations
SMS opt-out visibility in Conversations: Expected: Releasing September 28th
You can now see in Conversations when a customer has opted out of SMS. When someone replies STOP, their conversation card shows a "messages off" icon, the thread shows the opt-out, and the composer is replaced by a notice so your team can't send additional messages. Automated system notifications from the same number stop too. Only the customer can opt back in, by texting START.
Changing your SMS number? Twilio's opt-out list doesn't carry over to the new number, but our support team can backfill it on request.
Media attachments in SMS conversations: Expected: Releasing September 28th
You can now send and receive images and other file types in SMS conversations. To attach files, use the upload button, drag them onto the conversation, or paste them into the composer. Attachments show as thumbnails in the thread, and clicking one opens a full-size preview where you can download it or open it in a new tab. Media only goes through when both numbers on the conversation support MMS or RCS.
Outbound messages can carry up to 5 files, 600 KB combined; inbound messages accept up to 5 MB. The outbound limit for images will be raised in an upcoming release.
Projects
Find projects in universal search: Expected: Releasing September 28th
Projects are now indexed in universal search, so you can jump straight to a project from the search bar instead of navigating to the account first.
Trigger workflows when a project is created: Expected: Releasing September 28th
A project.created event is now available for workflows and webhooks, so creating a project can start an automation or notify an external system.
Change a project's type after it's created: Expected: Coming soon
You will soon be able to set or change the type on an existing project, rather than having to recreate it with the right type. Projects created through the API will also be able to have a type assigned on creation.
Tickets
Assign tickets to a team: Expected: Releasing September 28th
Tickets can now be assigned to a team as well as to an individual. Set the team from the ticket side panel, when creating a ticket, or on a ticket template so every ticket created from it starts with the right team. Teams come from your user groups, and each change is recorded in the ticket's Updates tab. Assigning a team doesn't send an email to its members, so keep using assignees where someone needs a notification.
Route email mailboxes to a team: Expected: Releasing September 28th
Set a team on a ticket mailbox, and tickets created from inbound email are assigned to that team automatically.
Find your team's tickets faster: Expected: Releasing September 28th
The tickets list has a Team column and a Team filter. Select more than one team at a time, combine it with your existing filters, and save the result as a custom view.
Merged tickets are set to your closed status: Expected: Releasing September 28th
When a ticket is merged into another, it is now set to your default closed custom status instead of keeping the status it had before the merge.
Previously merged tickets brought in line
Tickets merged before the change above still carry the status they had at the time. We will update them to your default closed status.
Workflows
New event trigger for workflow cancellations: Expected: Releasing September 28th
The workflow event trigger now supports workflow_execution.cancelled, so a workflow can start automatically whenever another workflow execution is cancelled, whether it was cancelled mid-run or after it had already failed.
Custom CA bundle support for HTTP nodes: Expected: Releasing September 28th
HTTP REST and SOAP Request nodes now accept an optional custom CA certificate bundle (PEM format), so workflows can call external systems that use a self-signed certificate or a private CA without installing it on the platform.
Custom nodes: build out your own node library: Expected: Coming soon
You will soon be able to package your business logic, such as a provisioning sequence, a notification pattern, or third-party HTTP requests, into a node once and reuse it anywhere in the builder, just like gaiia's native nodes.
Workforce
Edit work order notes: Released
Technicians and dispatchers can now edit the work order notes they own, both text and images. Fixing a typo or adding a missed detail no longer means posting a second note or asking the gaiia team to change it.
Editing notes requires the Work Orders > Edit. Technicians also need access to the technician platform.
How we use these release notes
These notes represent a projection of upcoming changes over the next few weeks. Timelines may vary, and details may evolve. We may also update this article with additional information once features are fully released. Note that we only share changes that have a visible impact on the platform — many more improvements ship behind the scenes without appearing in the release notes, whether to stability, performance (such as loading times), or security.