What's new in Senport

New organizations can no longer sign up with temporary or throwaway email addresses, or with domains that cannot receive email, and sign-up can be protected by a Cloudflare Turnstile check that most people pass without noticing.

Our legal pages now describe exactly how Senport handles your data: who our sub-processors are, where data is hosted, how long it is kept and how it is protected. Organizations that need one can review our new Data Processing Addendum.

Organizations can now require everyone to sign in with a passkey. Members get a setup window to add one, recovery codes cover a lost device, and the owner keeps a break-glass route back in.

When someone reaches you by SMS, WhatsApp, chat or email, Senport matches them to an existing customer or creates a new customer record, so every conversation is tied to a person. You choose which channels do this: SMS, WhatsApp and chat are on by default, email is off.

Buttons press in, fields sit slightly recessed and cards lift gently off the page, in light and dark mode. Every screen now uses the same buttons, menus, tables, dialogs and fields, so the whole app looks and behaves consistently.

The customer page now uses the full width and puts tickets first, alongside everything you know about the customer: vulnerabilities, accessibility needs, preferences, consents and representatives. The customer list shows status, country, tickets and dates, and country pickers show flags.

Where your organization allows it, members can sign in with just a passkey, no password needed. Two-step verification settings now live on one card, and a passkey counts as a full second factor.

When an account is read-only, every page now says why and what you can still do, and changes are stopped before they are sent rather than failing afterwards. Personal settings such as your password and two-step verification stay available.

New accounts must confirm their email address before they can use Senport. All of your organization’s security settings now sit on one Security page with tabs, and removing a security key requires that same key.

Agents can insert knowledge-base articles straight into a reply. Survey results now include customer comments and NPS over time.

Tickets can be worked from queues with SLA and category filters and appear in My Work. The drawer that opens from the ticket list now carries every panel and action from the full ticket page, and the New Ticket form works with every customer.

Cases can be put forward for closure, the request withdrawn, and closed cases reviewed afterwards. A review can reopen a case when something was missed.

Channel settings now show your inbound email address, the webhook addresses to give your payment provider, and how to host the chat widget on your own site.

Build your own reports and have them emailed on a schedule. Role-based dashboards show figures that match the lists behind them, and supervisors get a live wallboard of their team’s queues.

Score conversations against QA scorecards, sample work for review, record evaluations and follow up with coaching.

Produce regulator returns from your own complaint data and download them as CSV, with the option to leave out categories that do not belong in a return. Complaint analytics show findings, obligations, sentiment and repeat complaints by your own rule.

Dedicated screens for investigation, decision, redress, appeal and merging duplicate complaints. Cases and complaints can be printed as a complete file, and imported historical complaints keep their original deadlines.

Track card disputes and chargebacks against the deadlines of each card scheme you work with.

Install a ready-made industry pack in a few clicks. Utilities get service accounts, meters and disconnection holds during billing disputes; telecoms get verified subscriber numbers; government bodies get right-to-information requests on statutory clocks.

A speak-up channel where people can report concerns anonymously and follow up with a private key. Reports are visible only to people who are explicitly granted access.

Give an auditor time-limited, read-only access. Agents can verify a caller’s identity before disclosing account information.

A single overview of everything about a customer. On tickets, save your own views, watch tickets you care about and mention colleagues.

Export all of your organization’s data at any time, or feed it nightly into your own storage. Plans that include a sandbox can test changes there and promote them after a preview.

Invoices can carry your purchase order number, bank transfer payments are recorded against them, and corrections are issued as credit notes.

The Senport API now has a published OpenAPI specification, and webhooks cover complaints, cases and approvals. On-premise customers can also install Senport without internet access.

Create and remove users automatically from your identity provider with SCIM 2.0, and sign in through any OpenID Connect provider.

Run separate operations inside one organization, each with its own members, access and settings, and switch between them from the top bar. Records can be moved between workspaces, and both sides can see that they moved.

Plan allowances now count exactly what they are meant to limit. If a payment fails, service steps down gradually through a grace period and read-only access rather than stopping at once.

If you work for more than one organization on Senport, you now use a single account and choose which organization to work in.

My Work shows open and finished work, what you created, with search, filters, inline status changes and a detail drawer. Team chat gained day dividers, delivered and read ticks, and availability that reflects who is really around.

Publish the services you offer, take requests through an intake desk, assign them and track the work to fulfil them.

Every significant action is written to an append-only audit log protected by a hash chain, so any change can be detected. Audit Logs has its own page with filters, actor names, entry details and export.

Every notification email now uses a designed, branded template, and you can preview each one.

Raise a case straight from a ticket. Case types set default confidentiality, owning team and checklists, and people are reminded before case work is due and again when it is late.

Define your own roles from a catalogue of permissions, delegate administration by legal entity, business unit or branch, and grant time-limited emergency access. Approvals come with sensible default policies you can adjust.

Chat with customers in real time on their tickets, talk to colleagues in internal team chat with read receipts and attachments, and catch up on everything from a dedicated notifications page.

Senport now comes in light and dark themes across the whole app.

Every organization now gets a monthly report summarizing ticket volume, resolution times, and SLA performance. It's generated automatically, no manual pull required.

SLA policies can now define more than one response or resolution milestone per priority level, so escalating cases get tracked against every deadline that matters, not just the first.

Teams on a managed-service or retainer plan can now track engineering time against a contracted hour entitlement, billed in consistent increments with automatic overage handling.

For teams handling multi-party investigations, cases now support chronology tracking, correction orders, and confidentiality controls on individual case parties.

A dedicated complaints workflow with investigation stages, regulatory deadline tracking, redress claim tracking, and a breach-sweep worker that flags cases approaching their statutory deadline.

Customer identity, contact points, and consent preferences are now managed centrally, including support for business customers and authorized representatives.

Attachments tied to a case or complaint can now be sealed with cryptographic integrity checks and a full custody trail, with approval-gated disposal when retention ends.

Customers without a smartphone or data plan can now open a ticket by dialing a USSD short code or calling in. No agent is required to get the first message logged.

Tickets can now be created and replied to directly over WhatsApp and Telegram, matched automatically by reference. Agents also got canned responses to answer common questions faster.

The foundation: ticket creation and assignment, SLA policies with business-hours-aware due dates, team and agent management, and organization-isolated data.