Version 2026.08.3
August 30, 2026
Release Type
Stable – Feature & Fix Release
Summary
2026.08.3 is a big one for the help desk and for planning ahead. Your knowledge base gets AI-powered search that understands what a person means, not just the words they typed. Every closed ticket can now ask the requester "How did we do?" with a one-click satisfaction survey, and a new real-time Notification Center in the header keeps technicians on top of assignments and replies without refreshing. The ticket screen is redesigned around the conversation and now flags possible duplicate and recurring tickets so repeat problems are easy to spot. Tickets can be linked and given parent/child relationships, time spent can be logged and reported per technician and team, and routine work can be scheduled to open itself on a daily, weekly, monthly, or annual cadence.
Device management gets a full lifecycle and refresh-planning toolset: set a useful life and replacement cost per category or model, and get a dashboard widget, a dollar-based refresh forecast, estimated remaining value, and per-building budgeting — so you can plan (and defend) your replacement budget years out. There's a Loaner Status dashboard and dashboard widget, an auto-attaching default accessory bundle at checkout, battery health surfaced from your MDM, and a bulk "Create models" action in the MDM review queue.
Rostering and imports get smarter and safer: fuzzy duplicate detection catches near-miss matches on import and holds them on a new Pending Match Decisions review screen instead of risking a duplicate, and Google Workspace OU auto-placement rules keep Chromebooks in the right org unit automatically. Genesis joins as a rostering-gated fee-passback SIS, with fees pushed at invoice time.
Under the hood, the public API can now act on behalf of a specific user and keeps its own audit log, and student ID photos and CSV uploads now use private cloud storage. Plus a healthy batch of fixes across billing, SIS imports, incidents, and the client portal.
Marquee features:
- AI-Powered Knowledge Base Search — semantic search that finds the right article even when the wording doesn't match
- Post-Resolution Satisfaction Surveys — automatically ask requesters to rate a resolved ticket
- Real-Time Notification Center — a live header inbox for assignments, replies, and alerts
- Device Lifecycle & Refresh Planning — useful-life and replacement-cost policy, a dollar refresh forecast, estimated remaining value, and a dashboard summary
- Ticket Time & Labor Tracking — log time on tickets and report it by technician and team
- Recurring & Scheduled Tickets — templates that open help desk tickets automatically on a schedule
- Duplicate & Recurring Ticket Detection — spot when a new ticket repeats one you've already seen
- Import Duplicate Detection & Conflict Resolution — catch near-miss matches and resolve them deliberately
- Google Workspace OU Auto-Placement — rules that move managed devices into the right Google org unit
Plus linked & parent/child tickets, an Open a help desk ticket Smart Rule action, a Loaner Status dashboard, a default checkout accessory bundle, MDM battery health, bulk MDM model creation, Genesis fee passback, a user-aware public API with its own audit log, a Service Accounts report, and a broad round of fixes and behind-the-scenes improvements.
New Features
AI-Powered Knowledge Base Search
Knowledge base search now understands meaning, not just keywords. A search for "my laptop won't charge" surfaces the right battery and charger articles even if they never use those exact words, with a plain keyword search as an automatic fallback. It works on both the staff knowledge base and the family-facing help portal.
Learn more: Knowledge Base Search
Post-Resolution Satisfaction Surveys
When a ticket is resolved, Manage1to1 can automatically email the requester a quick "How did we do?" rating. Surveys are opt-in per department, results roll up so you can see how your help desk is performing, and a satisfaction rating can be read back through the API.
Learn more: Satisfaction Surveys
Real-Time Notification Center
A new bell in the header shows a live feed of what needs your attention — tickets assigned to you, new replies, and system alerts — with an unread count that updates on its own. Click through to the item, or mark notifications read and dismissed right from the panel.
Learn more: Notification Center
Device Lifecycle & Refresh Planning
A complete set of tools for planning device replacements:
- Useful-life & replacement-cost policy set per category or per model, inherited down your category tree.
- A Device Refresh Planning report with a dollar-based forecast of upcoming replacement spend and an estimated remaining value per device, filterable by building for per-campus budgeting.
- An optional salvage-value floor so remaining value never drops below what a device is still worth.
- A dashboard widget summarizing what's due for refresh, and remaining value shown right on the device profile.
Learn more: Device Refresh Planning
Ticket Time & Labor Tracking
Technicians can log time against a ticket as they work it, and a new Time & Labor report rolls that up by technician and by team — useful for workload, staffing, and cost recovery.
Learn more: Time & Labor Report
Recurring & Scheduled Tickets
Create ticket templates that open real help desk tickets automatically on a schedule — daily, weekly, monthly, annually, or once on a specific date. Each carries a preset department, subject, instructions, priority, optional assignee, and linked device, so routine and preventive work (annual refresh, summer maintenance, monthly checks) never gets forgotten.
Learn more: Recurring Tickets
Linked & Parent/Child Tickets
Relate tickets to one another and set a parent ticket so a cluster of related requests — a building-wide outage, a batch of the same issue — can be tracked together from one place.
Learn more: Ticket Profile
Duplicate & Recurring Ticket Detection
When you open a ticket, Manage1to1 now surfaces possible duplicates and recurrences — other tickets that look like the same issue or a repeat of it — on the ticket's Relationships tab. A technician can catch a repeat problem at a glance and link or merge the related tickets instead of working them in isolation. Suggestions stay within your own support departments, so nothing shows across the access boundary.
Learn more: Ticket Profile
Import Duplicate Detection & Conflict Resolution
Imports now use fuzzy matching to catch near-misses — a small name typo, swapped first/last names, a slightly different email — and, instead of risking a duplicate, hold those rows on a new Pending Match Decisions screen where you review each against the existing record and choose to merge, keep separate, or skip.
Learn more: Import Duplicate Detection · Pending Match Decisions
Google Workspace OU Auto-Placement
New Smart Rule conditions and a Move to Google Workspace OU action keep managed Chromebooks in the right org unit automatically as their status, building, or grade changes — with Protected OUs you can mark off-limits so a rule never touches them.
Smart Rules also gain an Open a help desk ticket action, so a rule can open a real ticket on its own when a device or incident matches — a preset department, subject, priority, optional assignee, and the matching device attached — for example when a device sits offline for weeks or an incident goes idle. It opens through the normal ticket path, so assignment and notifications behave exactly like a ticket a technician opened by hand.
Learn more: Smart Rules
Loaner Status Dashboard
A full-page Loaner Status dashboard shows every active loaner with its return date, overdue tracking, and bulk-extend, plus Loaner Devices widgets on the admin dashboard for at-a-glance counts and loaners to collect.
Learn more: Loaner Return Dates
Default Checkout Bundle
Define default accessories (chargers, cases) that attach automatically when a device is checked out, so the standard kit goes out every time without extra clicks.
Learn more: Bundling Accessories with a Checkout
Battery Health in MDM Information
Chromebook battery health now flows in from your MDM and appears on the device's MDM information, with a Device Battery Health report to find batteries wearing out before they fail.
Learn more: Device Battery Health
Genesis Fee Passback
Genesis joins as a rostering-gated SIS integration that pushes Manage1to1 fees back into the district's SIS, with fees pushed at invoice-creation time (not just hourly) and a configurable start date so enabling it doesn't sync years of old fees.
Learn more: Genesis
A User-Aware Public API + Audit Log
The public API can now act on behalf of a specific administrator, so writes are attributed to the right person, and API activity is captured in its own audit log. Device lifecycle fields are exposed on the API device resource.
Improvements
- Redesigned ticket screen — a full-width header with the conversation front and center, and details, relationships, and options tucked into tabs, so the reply thread is what you see first.
- Custom icons for device models — give each device model its own icon so models are easy to tell apart at a glance wherever they appear.
- Bulk "Create models" in the MDM review queue — approve and create device models for many discovered devices at once.
- Break out device information — Category, Brand, Model, and Supplier each export in their own column and can be set via device import.
- Service Accounts report — a dedicated list of every shared, non-person login; a service account's password now follows the standard view-passwords permission so a shared credential can be handed out.
- Bulk deactivate stale administrators and a guided hard-delete with forced reassignment for cleaning up admin accounts.
- Checkout warning when a student already holds a device, and a flag when a building transfer happens while a student holds an open device.
- Warn on economically-disadvantaged auto-waivers and other billing niceties carried forward.
- Reliability: large syncs and imports are more resilient and less prone to timeouts on big districts.
- Private cloud storage: student ID photos and CSV uploads are now stored in private, access-controlled cloud storage.
Fixes
- "Add Fine" now sends the New Invoice email it previously skipped.
- Waive Invoice now works: the waiver confirmation was failing to submit, and its submit button no longer appears on invoices whose waivers are recorded in your Student Information System instead.
- Annual Fees Apply/Refund buttons are legible again (they rendered as washed-out ghosts on the blue panel header).
- Loaner "Active Loaners" no longer returns Access Denied for device-managing staff.
- Checking carts back in and a PDF work order error are fixed.
- Email templates using the invoice line-items variable now render correctly.
- Service accounts now show their passwords to admins who may view passwords.
- SIS / OneRoster imports are more reliable and safer: students and staff roster through dedicated feeds, and a roster import completes even when guardian data is momentarily unavailable. Because a Local ID identifies exactly one person, an import that would reuse a Local ID already on file is held back with a clear Local ID conflict so you can correct it at the source instead of touching the wrong record. Guardian removal is clean and preserves your existing guardian history.
- Incidents no longer show a completion date on a brand-new incident, and show the correct device building.
- JAMF Pro sync no longer silently drops devices when its token expires mid-sync.
Changelog
| Type | Issue | Description |
|---|---|---|
| NEW FEATURE | MAN-1448 | AI-powered knowledge base search that understands meaning, not just keywords |
| NEW FEATURE | MAN-1362 | Post-resolution satisfaction (CSAT) surveys on resolved tickets |
| NEW FEATURE | MAN-1363 | Real-time in-app Notification Center |
| NEW FEATURE | MAN-1447 | Link related tickets and set parent/child relationships |
| NEW FEATURE | MAN-1462 | Log time and labor on a ticket |
| NEW FEATURE | MAN-1468 | Recurring and scheduled ticket generation |
| NEW FEATURE | MAN-1469 | Possible-duplicate and recurring ticket detection on the ticket screen |
| NEW FEATURE | MAN-1541 | Smart Rule action: open a help desk ticket automatically |
| NEW FEATURE | MAN-1369 | Device lifecycle reporting and refresh planning |
| NEW FEATURE | MAN-1364 | Hard-delete an administrator with forced work reassignment |
| NEW FEATURE | MAN-1365 | Bulk-deactivate stale administrator accounts |
| NEW FEATURE | MAN-1366 | Fuzzy near-miss duplicate detection on student and staff import |
| NEW FEATURE | MAN-1367 | Pending Match Decisions review screen for held import near-misses |
| NEW FEATURE | MAN-1062 | Google Workspace OU auto-placement rules for managed devices |
| NEW FEATURE | MAN-1461 | Loaner Status dashboard and dashboard widget |
| NEW FEATURE | MAN-1442 | Default checkout accessory bundle auto-attach |
| NEW FEATURE | MAN-1466 | Battery health in MDM device information |
| NEW FEATURE | MAN-1460 | Break out Category, Brand, Model, and Supplier in reporting and device import |
| NEW FEATURE | MAN-1488 | Public API can act on behalf of a specific user |
| IMPROVEMENT | MAN-1480 | Ticket time & labor report by technician and team |
| IMPROVEMENT | MAN-1478 | Device lifecycle: dollar-based refresh forecast |
| IMPROVEMENT | MAN-1479 | Device lifecycle: per-category useful-life and replacement-cost policy |
| IMPROVEMENT | MAN-1481 | Device lifecycle: estimated remaining value on the refresh report |
| IMPROVEMENT | MAN-1482 | Device lifecycle: refresh-status summary on the admin dashboard |
| IMPROVEMENT | MAN-1484 | Device lifecycle: filter the refresh report by building |
| IMPROVEMENT | MAN-1487 | Public API: device lifecycle fields on the device resource |
| IMPROVEMENT | MAN-1496 | Redesigned ticket screen: full-width header + conversation-first tabbed layout |
| IMPROVEMENT | MAN-701 | Custom icon per device model |
| IMPROVEMENT | MAN-1446 | Bulk "Create models" in the MDM review queue |
| IMPROVEMENT | MAN-1407 | Warn at checkout when a student already holds a device |
| IMPROVEMENT | MAN-1408 | Flag a building transfer while a student holds an open device |
| IMPROVEMENT | MAN-1489 | Public API keeps its own audit log |
| IMPROVEMENT | MAN-1523 | Genesis: push fees at invoice-creation time, not just hourly |
| IMPROVEMENT | MAN-1527 | Genesis: anchor a fee-push start date so enabling doesn't sync old fees |
| IMPROVEMENT | MAN-1458 | Accessibility: stronger button contrast in both themes |
| BUG FIX | MAN-1508 | "Add Fine" now sends the New Invoice email |
| BUG FIX | MAN-1548 | Waive Invoice now submits correctly |
| BUG FIX | MAN-1449 | Saving an administrator, role, device, or gateway no longer signs you out |
| BUG FIX | MAN-1536 | Annual Fees Apply/Refund buttons are legible again |
| BUG FIX | MAN-1538 | Loaner "Active Loaners" no longer denies device-managing staff |
| BUG FIX | MAN-1504 | Fixed checking carts back in |
| BUG FIX | MAN-1525 | Fixed a PDF work order error |
| BUG FIX | MAN-1519 | Invoice line-items email variable renders correctly |
| BUG FIX | MAN-1517 | Service accounts show their password to admins who may view passwords |
| BUG FIX | MAN-1443 | Rostering uses dedicated student and staff feeds; a roster import completes even when guardian data is momentarily unavailable |
| BUG FIX | MAN-1526 | Safer handling of a Local ID shared between a student and a staff member on import |
| BUG FIX | MAN-1545 | A cross-type Local ID conflict is reported clearly instead of silently skipped |
| BUG FIX | MAN-1531 | A shared email domain no longer holds unrelated students out of import |
| BUG FIX | MAN-1436 | New incidents no longer show a completion date |
| BUG FIX | MAN-1437 | Incidents show the correct device building |
| BUG FIX | MAN-1439 | JAMF Pro sync no longer drops devices when its token expires mid-sync |
| BUG FIX | MAN-1441 | Guardian removal has a working Remove button and preserves guardian history |
| BUG FIX | MAN-1540 | Automation notification emails no longer arrive blank |
| BUG FIX | MAN-1518 | Fixed the linked device on support tickets |
| BUG FIX | MAN-1440 | Clearer empty state on empty tables |
| BUG FIX | MAN-1506 | Fixed invisible button text in the light theme |
| BUG FIX | MAN-1521 | Fixed line-tab styling in the dark theme |