March 2026

Late March — Production Readiness

Behind-the-scenes infrastructure work that customers feel as improved reliability and a faster cadence of improvements landing safely:

Enhanced high availability — multi-AZ failover for the database and cache tiers, so a single AWS availability-zone outage no longer interrupts service.
Enhanced backup and recovery — point-in-time recovery enabled across the persistence tier, plus 14-day automated backups.
Dedicated production environment — a fully production-grade environment added alongside the existing staging environment, with its own CI/CD pipeline so changes can flow through staging → production safely.
Customer billing — token-metered plan billing through Paddle came online, with plan usage tracking visible to admins and overage behavior configurable per organization.

No customer action required.

Two new AI features added to the Flexivity AI for osTicket beta:

AI Classification — automatically assigns the right Help Topic to incoming tickets, or surfaces ranked suggestions when confidence is low. Reduces misrouted tickets and speeds up triage.
KB Analysis and Article Generation — clusters resolved tickets to identify gaps in your knowledge base, generates draft FAQ / KB articles for those gaps, and pushes approved drafts directly into osTicket.

Docs: User Guides — AI Classification (osTicket), User Guides — KB Analysis & Authoring (osTicket)

The Flexivity AI for osTicket beta opens. The initial feature set covers three of the most agent-facing AI capabilities:

AI Summaries — every ticket gets an automatically generated summary that condenses the conversation, including a customer-sentiment indicator.
Recommendations — when you open a ticket, Flexivity surfaces similar past tickets and their resolutions to help you respond faster.
Feedback — thumbs-up / thumbs-down on summaries and recommendations, feeding into administrator analytics so AI quality can be monitored and tuned over time.

Docs: Integrations — osTicket, User Guides — osTicket