After more than a year in development, SupportPal 6.0 is here - and it's our most significant release yet. This version brings a new real-time chat capability and AI-powered automation directly to your support workflow. Other notable improvements are listed below; for full details about the changes, please read the release notes and upgrade guide.
The Chat channel lets you embed a messaging widget on your website, enabling customers to start a real-time conversation with support agents without leaving the page they are viewing. Unlike live chat, the Chat channel operates as a messaging service, meaning conversations are asynchronous and users can return to them at any time.
Out of the box, the widget comes packed with everything you need: rich text and file attachments for conversations, self-service and external links to deflect common queries, email notifications to keep users engaged even after they leave the page, and AI-powered responses with automatic escalation to a human agent when needed (requires the AI Assistant plugin).
Authentication is fully supported too. You can require users to verify their identity before starting a conversation, or let them chat freely and optionally leave their details afterwards so they can be notified of replies by email.
The channel is available for free in our marketplace!
The AI Assistant plugin has come a long way since its initial beta release, and the latest version brings some of the most significant improvements yet. What started with just OpenAI support and Qdrant for vector storage has grown into a much more flexible and powerful tool - and we'll continue to build on it in future releases.
For those new to the plugin, it places an AI-powered assistant right inside the ticket view. The assistant can generate suggested replies, summarise long conversations at a glance, or enhance drafts by correcting spelling and grammar, or adjusting the tone. The assistant draws on your past tickets, articles, canned responses, and website content to produce replies that are accurate and relevant.
This release significantly expands what's possible under the hood. AI provider support has grown from OpenAI alone to now include Anthropic, Gemini, and Ollama - allowing you to use local LLMs if preferred. Vector database support has also expanded beyond Qdrant to include Meilisearch, giving you more choice in how your data is stored and retrieved. You can configure a custom persona with a name, avatar, business context, and communication guidelines to ensure the assistant always sounds on-brand.
Two new features can also be enabled: ticket resolved detector, where the assistant can detect when a customer's reply is simply a thank-you or contains no further actionable request and close the ticket automatically; and ticket priority updater, where the assistant adjusts a ticket's priority if it detects that urgency has changed during the conversation.
The plugin is available for free in our marketplace!
A new ticket timeline view brings together the full history of a ticket - messages, activity log entries, and add-on events - in a single, chronological view. This makes it much easier to follow the complete story of a ticket without switching between separate views, and provides full context at a glance.
A new context sidebar has been added to the operator panel to improve how information from add-ons is displayed.
The ticket reply editor can now be minimised, maximised, or pinned to the bottom of the screen to suit different workflows.
Feedback notifications can now be configured to send an alert when a user submits ticket feedback.
The system activity log can now be filtered by event type for faster diagnostics.
Keyboard shortcuts can now be edited or individually disabled, giving operators more control over their workflow.
Our pricing has remained unchanged since July 2022. Since then, we've continued to invest in SupportPal, delivering ongoing improvements across reports, search, notifications, and overall reliability, among many other areas. Version 6 builds on that foundation with expanded capabilities and further refinements throughout the product.
To support continued product development, we will be updating our pricing effective 1st August 2026 for existing customers. For customers on our current subscription plans, the monthly subscription will increase to $29.95 per month, with annual billing available at $299.95 per year. Customers will receive a separate email in the coming week with full details.
SupportPal 6.0 is available to download now. If you're upgrading, please refer to the upgrade guide for step-by-step instructions. We'd love to hear your feedback, and if you have any questions, we're here to help.
