Building with transparency

New features

• Exports! You can now export your tickets. These exports include insights information as well so you can do your own analysis!

• Company-wide routing settings let you fine-tune how conversations are assigned, with customizable priorization rules.

• Unpublish articles: Got stale information in your knowledge base? You can now unpublish articles to keep your content fresh.

• Multiple environments: Separate your testing environments from production, reducing noise from non-production environments.

• New metrics: First contact resolution (FCR), FCR Rate and Resolution acceptance ratio help you measure your support effectiveness.

• Allow enriching ticket metadata by fetching custom fields and tags directly from game backend using a webhook

Improvements

• Agents now see clearer routing indicators, with added safeguards to prevent loops or repeated reassignment.

• Updated the ticket actions UI to make interacting with tickets smoother and more intuitive.

• A redesigned article sidebar makes it easier to manage article status, scheduling, translations, and publishing actions.

• Localization got a boost with clearer language details, smarter sorting, and more consistent UI behavior.

• Publishing workflows are simpler thanks to unified dialogs, improved batch actions, and consistent editor controls.

• Added full support for numeric custom fields, including creation, editing, validation, and filtering.

• Filters got better with support all different types of fields, with new comparison operators that let you narrow down results even further.

• Email delivery is more reliable with batching and delivery safeguards.

• Push notifications now allow you to configure different configurations per environment

• The message composer is more intuitive, with clearer states for private notes vs. player replies.

New features

• Ticket workflows: Streamline support operations with customizable workflows for tickets. Define exactly what needs to happen, from tagging tickets to updating fields or notifying external systems. Then, package it up for your team: they just click the button, and Theymes does the rest.

• Custom insights dashboards: You can now create custom insights dashboards for personal use or for sharing with others.

• Ticket preview: View key details of tickets at a glance without opening them fully by holding down shift in the ticket list.

• New ticket metrics: Resolved tickets, Rejected tickets, Assigned tickets.

• Migrate tickets from Zendesk: Easily transfer your existing tickets from Zendesk to Theymes.

• Game deletion: Allow deletion of game data directly from the platform. The game will be deleted after a 24-hour grace period.

• Attachments API: Support uploading attachments with the public API.

• New message template selector: Simplify message creation with a new intuitive template selector.

Automation updates

• Automation credentials support: Support configuring credentials which you can use with automations.

• Add Ticket Filters to triggers: You can now use filters in ticket related triggers with automations to target specific ticket types.

• Switch Node: Introduced a switch node to allow conditional logic in automations.

• Assign Node: Introduced a node to assign users to tickets in automations. Combined with automatic routing, you can ensure tickets get to the right agent quickly.

• Close Ticket Node: Introduced a node to close a ticket in automations for streamlined ticket lifecycle management.

SDK updates

• Push notifications: Push notifications are now supported in addition to the in-game notifications.

• Send new metadata from SDK: System memory, graphics memory, battery state, battery level, total storage, free storage, network type & carrier: Export comprehensive device information to improve support efficiency.

• Add support for checking if there is a pending notification action waiting: Ensure real-time responses by identifying pending notification actions.

• Support older Android devices: Support Android devices down to Android 6.0 (API level 23) to reach a broader audience.

Improvements

• Support grouping tags, fields and message templates by categories: Organize your resources for ease-of-use.

• Improve dictionary performance: Enhance the speed of dictionary functionalities.

• Ticket view usability: Refine the ticket interface for better user experience. The left sidebar was removed and it is now possible to collapse the right sidebar for more screen estate.

• Teams in workforce: Allow viewing workforce statistics per team.

• Allow Bulk Actions on Closed Tickets: Enabled bulk actions on closed tickets.

• Support searching and filtering tags, fields and message templates in settings: Quickly locate specific settings with search and filtering functions.

Bug fixes

• Do not block anonymous players from contacting support if player verification is enabled: Ensure anonymous players can still receive support even with verification settings.

• In-game notifications would not be shown sometimes if used together with Unity Mobile Notifications: Ensure compatibility with Unity to consistently display in-game notifications.

• onOpen / onClose event handlers were not called in the main thread: Fix execution issues by ensuring event handlers operate correctly in the main thread.

• Closing the SDK didn’t always refresh the unread and unanswered message counts: Ensure message counts are accurately refreshed when the SDK is closed.

New features

• Trigger automations: Companies can now create automations that run when certain events happen inside Theymes, for example when a new ticket is created or a LiveOps issue is detected. Make API requests to external APIs, update ticket tags & fields, change ticket status, etc.

• Rest API: Companies can now create API keys directly from the Theymes app. REST API reference can be found at https://developers.theymes.com/api

• Copy player IDs: You can now quickly copy all the player IDs of a ticket inbox or filtered ticket view to your clipboard.

Improvements

• Revamped game settings navigation: The game settings navigation has been re-structured to make it easier to find relevant settings.

• Auto-fill collector data from signed player verification token: Collectors now support auto-filling fields from player verification JWT token in addition to using unsigned metadata.

• Automatically resolve issues: Backlog size and similar ticket spike issues now automatically resolve when they go below the configured thresholds. Resolved issues are shown in the issues page, and custom actions can be run with triggers.

• Automatically close old ticket tabs: Once ticket is closed and you haven't touched the ticket for a week, the tab will be automatically closed from the top bar to keep it tidy.

• Show online status in assignee list: When assigning a ticket to an user, the user's current online status is now shown in the assignee list.

• Show player ID in ticket list when name is not available: Instead of showing "Anonymous" show a player ID for players whose name is not known.

New features

• New SDK Assistant home view: Players now have easier access to the assistant and quick troubleshooter and article shortcuts to get help faster without having to navigate to a separate assistant or troubleshooter page.

• Billing and usage view: Company owners can now view details about seat and credit usage.

• Add new games from Support Application: New games can be added in the support application.

• Support multiple companies per user: Users can now be associated with multiple companies.

Improvements

• Reset automation timers ticket is taken off On Hold: When a ticket is taken off On Hold, all automation timers are reset to prevent auto responders and auto-close from triggering if no new message has been sent to the player.

• Enhanced error handling for SDK and web portal: Improved error messages to guide users more.

• New Unity and Android 1.1.5 SDK version: Support picking multiple files when attaching files to tickets or collectors on Android.

• Theymes Unity SDK available from GitHub and OpenUPM: Theymes Unity SDK can now be installed via GitHub and OpenUPM.

Bug Fixes

• Fix corner-case where duplicate tickets were created: Duplicate tickets were sometimes created in a very specific scenario with unauthenticated players using widget and troubleshooter.

New features

• Automatic AI suggestions before creating a ticket: When players contact support through the contact us form, our AI automatically suggests potential solutions before creating a ticket.

• Duplicate ticket check: When users contact support through collector forms or email, we check if the user has already opened a similar ticket and forward the user to the existing ticket if one exists.

• Multichannel support: Players can now use support over both chat and email at the same time.

• Widget email support: Added email channel support to the widget, allowing communication through email if configured.

Improvements

• Unified ticket bulk actions flow: Instead of having multiple different bulk action flows, you can now run all the bulk actions via one combined flow.

• Case insensitive emails: Emails are now handled in a case-insensitive manner for better consistency.

• Support older browsers: Improved player-facing support site browser compatibility to support wider range of older browser.

• Optimize image uploads: We automatically optimize images support agents send to players.

• Support restricting game access per user: You can now restrict which games users have access to in the Theymes Support Application.

• Support rejecting tickets in bulk actions: Before we only supported resolving tickets with bulk actions, now rejecting is also available.

• Support private notes in bulk actions: Private notes can now be added to tickets when running bulk actions.

• Confirmation modal for deleting attachments: Added a confirmation step before deleting attachments to prevent accidental deletions.

• Improve message text search: When searching ticket messages, also include collector results in the search.

• Always assign ticket when replying to player: Before we only assigned the ticket when replying to player if the ticket was unassigned. Now we assign the ticket regardless whether it was assigned before or not.

Bug Fixes

• Fix emoji selector not always working: Addressed emoji selector not working in all the editors.

• Fix nested ordered lists: The editor showed incorrect ordering when using nested list.

New features

• Multi-file uploads for players: Players can attach several files to their tickets, like multiple screenshots or documents.

• Agent file attachments: Agents can now add any file to replies, not just screenshots.

• Localized message templates: Canned responses now support multiple languages, perfect for multilingual teams.

• Knowledge base breadcrumbs: Breadcrumb trails added to help center articles for better player navigation.

• GDPR data deletion enhancements: Easily fulfill “right to be forgotten” requests from the player profile with full data deletion.

• Custom sorting for insights stats: Sort insights by any metric or breakdown to tailor reports to your needs.

• Custom sorting in inbox views: Sort conversations by different options such as status or last activity.

• Custom timeframes: Analyze data in any timeframe you want in both insights and workforce dashboards.

• Keyboard shortcuts for attachment browsing: Cycle through attachments in a ticket using keyboard keys for faster reviews.

Analytics & reporting

• Improved top questions & content gap reporting: Get sharper insights into what players are searching for—and what’s missing from your help content.

Performance upgrades

• Optimized search indexing: Agent search results are now faster thanks to improved message indexing.

• Faster analytics dashboards: Reporting dashboards now load faster, even with heavy data.

• General performance gains: Better load times, lower memory usage, and improved in-game SDK performance.

New Features

• Reopen Closed Tickets: Players can now reopen resolved tickets. New messages are linked to the original case for full context.

• Filter insights by tags and fields: Added support for filtering insights with your custom tags and fields.

• Export stats from insights: Support exporting insight stats in csv or xlsx format.

• Allow redacting attachments: User uploaded attachments can now be redacted.

• Top questions report: Generate reports to find out what questions users are asking the most.

Analytics & Reporting

• Expanded Support Metrics: Added new insights like pending times, assignment speed, and first response times for deeper visibility.

New Features

• Ticket Notifications + Slack Integration: Get real-time alerts for new tickets. Configure notification policies to send to email or Slack. Full Slack OAuth included for fast setup.

• Tier-Based Ticket Auto-Routing: Define player tiers (like VIPs) and automatically route their tickets to the right agent teams with higher priority.

• Automatic QA: Review and score every conversation with customizable QA scorecards, handled automatically.

Usability & Workflow

• Per-Game Email Channel Settings: Set different email configurations per game for clearer branding and better control.

• Ticket status filters: Allow filtering tickets and insights by ticket resolution status (resolved, rejected auto closed)

• General UX Enhancements: Smoother UI, improved form validation, clearer labels, and better loading states.

For our November updates, see here

For our October updates, see here

For our September updates, read here

Web support site We recently released our companion web support site in addition to our in-game SDK. It is fully customizable to match your own look.One thing which we haven’t talked about much yet is our AI powered assistant which is also available on the web support site.

We map the intent of the player and give the best possible self-help, which can range from giving a short summary of what the player is looking for to asking more questions from the player before either automatically resolving the issue or directing the player to a support agent.

We’ll cover our AI assistant in more detail in a future update.We are also building an embeddable web self-help widget which we’ll tell more about soon!

Support Application & SDK

The end of June was likely the busiest we have ever been. We have heavily focused on new improvements to our SDKs, making it possible for gaming companies to build better deflection flows directly from our Support Application. Now, we have a wider variety of Android devices supported.

Knowledge base & Collector

We recently added new capabilities, allowing the integration of a powerful Collector element into knowledge base articles. This enables gaming companies to collect information from players before any tickets are created.

Support application

Troubleshooter

Players can get seamless help in-game with our interactive troubleshooter. Create automated flows that answer the most common inquiries, without ever creating a ticket. Players can rate their experience and we analyze each step that players make to provide meaningful insights and to iteratively improve deflection and player satisfaction even more. No need for guesswork.

Collector (formerly Forminator 3000™)

Create custom collectors to collect feedback, report bugs, gather information about a missing purchase before connecting the player with agent, and much more. You can create interactive experiences to the players. Give suggestions to users how they can solve their issue, only ask for the information that you actually need to solve the issue & automatically add tags and fields.

Over the past few months, we have been identifying the shortcomings of existing automation solutions and building our own approach to take automation to the next level. In today’s update, you can see a sneak peek of what we have been working on. With our troubleshooter, you can build automated flows to help players without ever having to create any tickets. Our automations are easier to maintain and more cost effective than traditional bots are.We have more cool automation features to highlight in future updates!

Support app

Added validations to field, tag and message template editors for better user experience. We also now persist information about deleted tags and fields so you can still see how they were used in old conversations.

Discord

Our product now includes a Discord bot which your community can ask questions from and the bot will answer referencing your game’s knowledge base.

Support application

Last week we released an editor for configuring fields in the settings. In the editor, you can mark fields as editable or metadata. This week we added support for agents to set editable fields in conversations. Every field type (e.g. date or dropdown) has its own type of editor for ease of use.

We also added a “Show always” option for to the field editor. By default fields are only shown once they have been set, but now you can choose if you want to always display some specific fields, e.g. to remind agents that they should be set.

Last week we introduced our AI assistant to allow asking questions about your game’s knowledge base and get instant answers. We have now extended this so you can get a suggested resolution from our assistant with a single click from player’s message.

Support app

New Assistant - Released our improved and revamped assistant. You can now ask our assistant about your game and get instant answers. Your agents can get answers to players’ questions in matter of seconds without leaving the conversation.

Message template tags - Support automatically adding tags to conversations when using message templates.

Configuring fields - Support configuring fields in the settings. Fields can be added for a specific game or all the games. Currently the following field types are supported:

1. Text

2. Multiline text

3. Dropdown

4. Multi dropdown

5. Date

6. Yes/No

SDK

Added smart search for knowledge base articles. The search analyzes the player’s intent and shows the best results based on that, with support for multiple languages.

Knowledge base

1. Automatically generate embeddings from all articles and localizations with LLM for new AI-enabled features. We have a lot of cool features planned that use these, that we’ll be showing off in near future.

Infrastructure

1. Setup new LLM models hosted in our AWS infrastructure for specialized tasks.

SDK

1. Send statistics when players view articles or start conversations with support.

Support application

1. Support adding and removing tags in conversations.

Support Application

Message templates

Support adding, editing and deleting message templates in the game’s settings page. Message templates can be added for all the games or a specific game and can be used for both player facing messages and private notes. Support agents can select message templates when talking with the players and modify the message before sending it.

AI search for conversations

You can now simply write what conversations you’re looking for, and we’ll take care of the rest.

Infrastructure and performance optimizations

We’ve improved the delivery time of time critical events, now our support app gets realtime updates even faster than before. We’ve also spent time hardening our infrastructure and improved scalability.

Support app

Tag management:

Add tag management view to settings page where you can add, edit and delete tags. Tags can be added for all games or a specific game.

Tags can also be configured to be shown based on different conditions. For example, you can choose to only show bug related tags for related conversations so that agents can more accurately and efficiently pick the correct tags.

On top of manual tagging, we will also support automatic tagging in very near future!

Translation editor

Added a translation editor to allow custom tailored texts for each languages for categories, automated messages, etc. The translations for languages other than English are optional - if you wish the messages to be auto-translated by our AI.

Conversation filtering

Added filter conversations bar to conversation lists. You can filter conversations by assignee, category, CSAT scores, and when the ticket was created. We will add more filters in near future!

Knowledge base

1. Add statistics for the whole game with language breakdowns

2. Support editing articles as drafts and publishing them once they are ready to go live

Conversations

1. Allow configuring the entry message players see when they start a new conversation

2. Send automatic reminders to players if waiting for their reply. The reminder messages and time after which players are reminded are configurable for each game.

3. Automatically close conversations with a message after period of time. The message and time is configurable for each game.

Knowledge base

The following statistics are now available in article and category views:

1. Views

2. Unique views

3. How many players started conversations

4. Total conversations started

5. Deflect rate

Users can also see language specific breakdowns and compare deflect rate to past periods.

We have also added more details about when articles have been modified and published to make it easier to see if something is out of date.

Support app

1. My conversations view to only show your own conversations

2. Added game settings page to support app

Knowledge base

1. Improved knowledge base editor to support more rich elements

2. Show information such as which languages are in use and last updated in the article lists.

Recovering from the GDC and a bit longer Easter holidays, we're back on track. Besides having good meetings and making new acquaintances lately, our products are also progressing forward.

SDK

1. Send information about player’s device that can be viewed in conversation

2. Allow games to send custom metadata to support app

Support Application

1. Our support application can now be run as an standalone application (Mac, Windows).

2. It's now possible to leave private notes within conversations

Knowledge Base

1. Support automatically translating an existing knowledge base article localization based on updated main language.

This week, we've been mingling around the GDC, making new connections, listening to experts, and enjoying good company during the side events.

For the past week we've been busy polishing out our SDK and Support App, making it faster, look better and added small nice things like key shortcuts to increase efficiency.

We also had time to take some of our bigger features forward. This week we finally made the knowledge base articles available in the SDK Support Center, with full localisation support of course.

We've also been busy working on our Agent Assistant AI, which allows support agents to quickly ask for help when resolving players' tickets. We utilise all the information the game has entered in their knowledge base to give fast, accurate answers. No more jumping between different windows trying to find the answer to the player's issue. The Assistant AI is still work in progress, but we're seeing great results already, so we wanted to give a small sneak peek.

Next week we're going to be at the GDC, ready to show off our product!

SDK & Knowledge base

1. The SDK has been translated to Spanish, French, German and Finnish.

2. Published articles are now shown in the SDK Support Center with localisation support.

3. Polished transitions for a smoother feel.

Support App

1. Polished the UI/UX in many places.

2. Improved the loading performance for faster navigation between pages.

3. Added some keyboard shortcuts for increased efficiency.

4. Agent Assistant AI in conversations for quick help. Still work-in-progress!

It has been a super busy week wrapping these features up. We are really happy about the speed and the accuracy of real-time translation between player and support.

Knowledge base articles can now be automatically translated to several different languages (default option is the languages that game supports).

We have been busy testing also multilingual real-time translation between support and the player. The speed and accuracy amazes us!

If you want to see this in action, book a demo session with us!

Auto translate conversations

1. Player’s messages are translated to support agent’s language and vice-versa

2. CSATs feedbacks are also translated

Knowledge base

1. Creating and editing articles

2. Automatically translate articles to other languages

3. Versioning articles

Support App

1. Automatically summarize conversations with AI.

2. Automatically determine if the player's issue was resolved with AI.

3. Show related conversations for player with a short summary of the issue.

Knowledge Base

1. Support editing categories in Knowledge Base.

2. Support adding new articles to games.

3. Continued work on article editor and localizations.

Support App

1. Implemented roles and access control for companies and users. Company admins can decide what level of access to give to the users they create.

Knowledge Base

1. Support creating new categories. Categories are company-wide and can be added to any game within the company.

2. Implemented adding and sorting categories in a game’s knowledge base.

3. Started work on article editing & localizations.

API

1. Updated all existing API endpoints to authorize requests based on the roles.

SDK

1. Work on native iOS SDK framework. Games can open and close support center from their native iOS games and iOS simulator.

Support App

1. Improvements to SSO authentication flow and implemented log out functionality.

2. Agent profile with statistics such as daily, weekly and monthly average CSAT / total conversations, recent feedback and performance in different categories

3. Started work on Knowledge Base management.

General

1. Continued the refactoring work from last week to pay off technical debt

SDK

1. Improved the UX for starting a new conversation

2. Started working on iOS demo game that we will integrate our SDK to.

Support App

1. Support resolving conversations

2. Show CSAT score in the conversation view

General

1. Paid off technical debt that has been accrued in the past months of rapid development.

Support App

1. Keep track of the last read messages and automatically scroll into the last seen message

2. Generic error handling for dealing with inline & whole page errors

SDK

1. Allow players to start conversations with the support.

2. Unified help center and talk with us allowing seamless navigation between knowledge base and ongoing discussions.

3. Added conversation list to the Chat with us section

4. Added the ability to send and receive new messages

Support App

1. Support browsing all past conversations, or by game

2. Receiving and replying to player messages

3. See conversation events such as when the conversation was assigned or transferred and to whom

4. Indicate when player is typing or if you have unread messages

SDK

1. New help center page with customizable theme

2. Made opening support view blazing fast ⚡

Support App

1. Added support for multiple games

2. Realtime updates of conversations

3. Assigning agents to conversations

4. See your assigned conversations with a browser-like tab navigation