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Velocity5.0

Helpdesk software with live chat and ticketing

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LiveAgent is spending this window on scale defects, not on the AI surface it built in spring

helpdeskmaintenance-traindual-branch-backportsscale-defectsemail-integrations
◆Current state
Every release in the last six weeks is a build-stamped fix batch, and the failures being fixed are the kind that show up at tenant scale: a background ticket-search job crashing repeatedly on a deleted message record, a Facebook ticket poisoning its reindex batch forever with no dead-letter, a purge task full-scanning conversations fleet-wide, Microsoft shared-mailbox OAuth timing out on tenants with thousands of addresses. Work is being cut on two branches at once, 5.67.7 and 5.66.5, with the important fixes backported. Nothing in this window touches the MCP server or AI agent routing shipped in May and June.
◆Where it's heading
This is the consolidation phase after a fast AI push: the MCP server, AI Agent Work Distributor and per-agent auth tokens landed in spring, and the engineering attention has since moved to durability and to the integrations that feed the helpdesk. Maintaining a parallel 5.66 branch with backports indicates customers who will not move versions quickly, which slows how fast any of the newer AI surface actually reaches the base.
◆Prediction
Expect the fix cadence to continue on both branches, with the next feature-carrying release most likely extending the existing MCP tool set rather than opening a new AI surface.

◆Recent moves

  1. 6d ago

    Shared-mailbox OAuth timeout and chat completion fixes

    Two fixes: Microsoft shared-mailbox OAuth timing out at around 30 seconds on tenants with thousands of addresses, and chats not finishing properly. The first is another large-tenant scale defect, which is what most of this release train has been about.

    View source ↗
  2. 8d ago

    Chat lookup, pop-out, and ringing-agent fixes

    A zero-match lookup reverse-scanning outside its index, pop-out chat returning HTTP 500 when a department is offline, and the ringing agent's name no longer exposed. Indexing and error-path corrections in the chat subsystem.

    View source ↗
  3. 13d ago

    Gmail quote parsing, CRM notify, and ticket-integrity fixes

    Gmail quote-container parsing, CRM change notifications that had stopped firing, and two data-integrity defects that could leave a ticket permanently unopenable. The ticket-integrity items are the ones with real customer impact.

    View source ↗
  4. 13d ago

    CRM notification fix backported to 5.66.5

    The CRM notification fix carried back to the 5.66 branch on the same day. The backport pairs show how much of the release effort goes to customers who have not moved forward a version.

    View source ↗
  5. 16d ago

    Ticket-search crash fix backported to 5.66.5

    The repeated background ticket-search crash fix, backported to 5.66. Same defect as the 5.67 release cut the same week.

    View source ↗
  6. 16d ago

    Ticket-search and reindex job durability fixes

    A ticket-search job crashing on a missing message record, and an unbuildable Facebook ticket poisoning its reindex batch with no dead-letter path. Both are queue durability problems rather than user-facing features.

    View source ↗