Overview
Release 2025.021 introduces two new support desk integrations—ServiceNow and Freshdesk—to streamline community-to-support workflows, along with a redesigned Sentiment Analytics Dashboard that delivers clearer, more accurate insights into community sentiment.
Schedule
- Staging: November 12th, 2025
- Production: Week of November 17
- Enterprise: Week of November 24
ServiceNow & Freshdesk Integrations
Community managers can now escalate posts and replies directly to ServiceNow or Freshdesk, creating incidents or tickets without leaving the community. Each escalation automatically attaches a reference number and live status back to the post, and new automation rules make it easy to trigger escalations based on keywords, categories, or moderation actions.
Learn More:
Updated Sentiment Analytics Dashboard
The Sentiment Analytics Dashboard has been redesigned for clarity and accuracy based on user feedback. The new version includes improved visualizations and clear help text explaining what each chart represents. It now features distinct views for post-level, member-level, and interaction-level sentiment, with metrics based on averages rather than outliers—providing a more balanced, trustworthy picture of community tone.
