Hello Partners, and welcome to our latest product update! This update covers January 2026.This month’s work centers on reducing client-side friction while improving system reliability behind the scenes. We focused on the places where users spend the most time - tickets, navigation, and request entry - while continuing long-running efforts to harden infrastructure and improve sync performance.
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Key Feature ReleasesNew Ticket View (Default Experience)The New Support Tickets experience has been redesigned for speed, clarity, and usability. Ticket lists now load significantly faster through local caching, conversations follow a chat-style layout, and long threads include AI-generated summaries to reduce cognitive load. Partners can still choose to return to the Legacy view as we experiment and gather feedback from a greater set of users.Learn more: https://radials.io/NewTicketView Search Home Page Search Home is now enabled for all Partners (previously, it was opt-in only) and provides a cleaner, search-first home page option. It maintains full compatibility with existing Feature Sets and custom items while reducing navigation friction for end users.Learn more: https://radials.io/SearchHome Buttonless FormsButtonless Forms allow partners to present informational content or embed third-party forms directly in the ticket catalog without generating tickets or exposing redundant submit actions.Learn more: https://radials.io/ButtonlessForms In the WorksWe've also been working on a few other critical projects that you may have seen come out in an email to your team, mentioned on a webinar, or even brought up by your account manager.Infrastructure Modernization: DNS Migration to Azure Front DoorWe’re in the midst of a broader infrastructure modernization effort, and as part of this initiative, we’re migrating all the platform portals to Azure Front Door. This change significantly enhances portal security through Web Application Firewall (WAF) protection and increases reliability by implementing zone redundancy, thereby reducing exposure to Azure availability zone failures. To complete the migration, partners will need to update two DNS records. It's a quick, five-minute change. We’ll provide clear, step-by-step instructions, along with a firm deadline, since legacy servers will be decommissioned once the transition window closes. This is a necessary upgrade that prioritizes long-term security and uptime for your clients.We are working through Partners individually (and regionally) to ensure this goes smoothly - so be on the lookout from a notice from us to shift over in the coming weeks. Role-Based Content Assignment and the Removal of User GroupsWe’re continuing work to make content management more predictable and scalable by aligning content assignment directly with Security Roles. This initiative replaces legacy content targeting logic with a role-based content swap model, ensuring that what users see is determined by a single, explicit source of truth. The goal is to eliminate edge cases, reduce administrative overhead, and make content visibility easier to reason about as environments grow in complexity. This work is primarily backend-focused and will roll out incrementally, with no disruption to end users. As we finalize the implementation, we’ll share guidance on best practices for structuring roles to keep content clean, intentional, and easy to maintain.We are working with opt-in Partners to finalize the documentation on the complete migration from the User Groups to the Role-based permission. Stay tuned for instructions and videos, which will clarify the process further. Additional ImprovementsReliability & Bug Fixes
Resolved multiple ticket sync failures across PSA Platform, Halo, Syncro, and PSA Platform
Implemented and added automated tests for faster QA and improved release reporting
Closing NotesThese changes are part of an ongoing effort to make the platform feel intentional, where each interaction is clear, fast, and aligned with how MSPs actually work. We will continue refining these areas based on partner feedback and real-world usage patterns.FeedbackWe value your input! If you have any questions about this update or would like to provide feedback, please reach out to: