AI that helps with ticket intake, reports that can finally perform calculations, and a significantly expanded API. That’s what we’ve added in the October 2026 release!
You can read the key points below;

What have we added?

• AI ticket intake: Case handlers can now have AI handle the initial processing of a ticket. Based on the title and the request, the AI suggests the type, category, subcategory, tags and team. A ticket without a title is automatically assigned one. You’ll first see the suggestion, with the rationale and what changes for each field, and you can tick the options you wish to accept. Nothing is filled in until you do so. For each list value and each team, you can specify an ‘AI instruction’ describing when that value should be selected. This option is disabled by default and can be enabled via the general settings, alongside the other AI options.
  
• The AI ticket intake can also recognising assets what a ticket is about and link it to that. This can be done using an objectID in the text, or by entering a name manually, such as that of a server or room. Only assets that actually exist are linked. If there are several possible matches, the AI will ask which one is meant. You can configure which types of assets may be searched and whether the search is restricted to the submitter’s organisation.
• A mail import You can now have the AI clean up the details of an incoming message and populate the ticket fields. You enable this on a per-import basis. Any settings already configured by the import itself will never be overwritten. The AI’s decisions are recorded on the ticket as a timeline item under ‘Neoforce AI’.
• New action type: AI prompt.
• Reports can now do more than just count. For each report, you can choose to display the sum, the average, the minimum or the maximum of a data field, and you can also show the percentage of the total. In addition, you can:
  • rearrange the ‘Group by’ levels by dragging them,
  • export a report to XLSX or PDF (with or without a graph),
  • Open a group to view only the underlying records, including by clicking on a chart. Charts can now be explored to three levels of depth.
• More currencies and a default currency: The Canadian dollar, Swiss franc, Swedish, Danish and Norwegian krona, zloty, koruna, forint and leu have been added. Administrators can select a default currency for the entire environment in the general settings. Amounts are never converted, and the euro remains the default.
• The visibility of an additional field It can now also depend on the system fields of the record itself, such as a ticket’s status, category, priority or team. Previously, this was only possible on the basis of other additional fields.
• Additional fields can now also read and write permissions can be created, just like dataset fields.
• Portal pages can now be built using flexible blocks. You can arrange text, reports and links to forms, pages or wiki articles freely in columns, each with its own width, background, border and white space.
• You can add a link to the pending approvals Add to the menu, the banner buttons and the link blocks on the customer portal. This link is only visible to authorised approvers.
• Teams can be configured so that their tickets always confidential . Any existing tickets relating to that team will then also be treated as confidential.
• You can assign one or more ticket types to a own numbering specify, differing from the standard ticket number format.
• Single sign-on with Microsoft You can now use your own app credentials (tenant ID, client ID and client secret) instead of the shared ones. You can configure this under Security settings.
• A Add an organisation This can now also be done from a small window, for example from the ticket submitter’s block. When creating a new organisation, you can add or link a primary contact straight away.
• With filters, you can now check whether a field empty or not empty is.
• The system log can now be accessed at user be filtered.
• The dashboard widgets ‘Most recently added tickets’, ‘Most recently completed tickets’, ‘Tickets due to expire or that have expired’ and ‘Tickets by team’ now have a setting that allows you to choose which teams to display, including teams of which you are not a member.
• On the notifications page, you can now tick multiple notifications and mark only those as read.
• Administrators will now see important Neoforce news as a pop-up, and the latest news is available at a glance in the admin panel.
• Wiki articles on the portal now have a ‘Comments’ tab.
• The API has been significantly expanded. Quotes, processes, contracts, applications, certificates, databases, servers, bookings, projects, rooms and timeline items can now be fully managed via the API (add, edit, delete, attach files and archive). In addition, you can now delete and archive organisations, individuals, invoices, planner items, wiki articles and tickets via the API, as well as create and update authorisation groups, teams and user groups.

What did we adjust or fix?

• Tickets open noticeably faster.
• In filters with a list of tick boxes, the selected options now appear at the top, so you no longer need to scroll to find them.
• Documents within an archived item are now read-only, just like the rest of the item. You can still open, download, print and share them as normal.
• Tickets and emails from an email import now show the date on which the email was received. The ‘To’ field now shows the original recipient rather than the address from which the email was imported.
• Drop-down menus for organisations, customers and suppliers now display the logo (where available).
• In the forms on the customer portal, the ‘Category’, ‘Impact’ and ‘Urgency’ fields now only display the options relevant to the ticket type.
• Amounts now display the currency symbol on the correct side, both on screen and in exports.
• API error messages and confirmations are now translated into the environment’s configured language.
• The subtotal and total in a quotation PDF did not take into account the quantity per line and did not deduct the discount. This has been resolved.
• A ticket number format containing a slash, bracket or plus sign could cause the ticket request to be displayed as blank. This has been resolved and existing formats will be converted during the upgrade.
• Once a stopwatch has been stopped, the recorded time is now immediately visible in the Time Records tab.
• Bookings for opening hours that extend past midnight are now supported correctly.
• If saving a ticket created via a link failed, the form used to be reset. Now, the information you had already entered is retained.
• The customer portal now also displays its own favicon, and push notifications on Android once again show the Neoforce logo.
• The QR scanner is working again on Android.

As well as the points mentioned above, there are loads of other things that have changed or been improved!
You can read the full overview in the changelog within your own Neoforce tenant.

Please note: changes to the API

Do you use an integration with our API? If so, these points are important for you.

• When updating organisations, individuals, invoices and users, and when adding processes, contracts, applications, certificates, databases, servers and quotations, the API would report success even though a validation rule had blocked the change. When adding or updating tickets, planner items and dataset objects, and when updating wiki articles, the validation rules were not checked at all. To avoid breaking existing links, the old behaviour will remain the default for the time being. Add &apiVersion=26.11 In response to your request to start using the corrected behaviour straight away. The old behaviour will be removed after version 26.11.
• Changes to archived or deleted objects via the API will be blocked in future, with the exception of reactivation. Would you like to use this feature now? If so, please add &apiVersion=27.01 In response to your request.
• A reference to a record that does not exist, such as an unknown organisation or person, now triggers a clear error message showing the name of the field.

As you’ve come to expect from us, we’ll be rolling out this update to all production environments on Wednesday evening (outside of production hours)!

Questions?

Do you have any questions or comments? Please feel free to contact support!