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1.16. HelpSpot 5.6.11

Updated: Apr 15 2026, 11:33 AM

Originally published 2025-10-01

New Features

Customer Wait Time Tracking: Track how long customers have been waiting for a response with new filtering and conditional capabilities. This allows you to create filters to identify requests where customers have been waiting longest, set up automations and workflows based on customer wait times, and better prioritize responses to ensure timely customer service. Watch an overview of this feature.
Workday Scheduling for Recurring Requests: Added "Every Work Day" option when creating recurring requests. This new scheduling option allows you to create requests only during business hours, automatically skipping non-workdays.

Enhanced SAML identity claim mapping for improved flexibility and compatibility with various identity providers.
Removed the IMAP php extension check from the updater and installer since the extension is now optional.
Removed the maintenance mode UI controls to prevent accidental activation/deactivation and fix issue where maintenance mode would get stuck on enabled.
Quoting email history no longer includes the staffer name in the generated headers text.

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