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Product Roadmap .

Now / Next / Later. Honest about what's shipping when. The dated items are shipping right now; everything else is directional.

Three buckets

01 / Now

Shipping — M1

Now

Everything in flight for the M1 launch. Most of this is already live on the site you are reading.

  • Marketing site (this) — live
  • Monorepo + design system (Phase 1 + Phase 2 shipped)
  • VPS blue/green deploy with manual promote gate (Phase 3 shipped)
  • Contact + Demo + Sign-up forms via Resend (Phase 4)
  • Cookie consent banner with three forward-compatible categories (Phase 4)
  • Trust Center + Privacy + Terms + Changelog + Roadmap (Phase 4)
  • PostgreSQL 16 schema via Drizzle with expand-and-contract migrations (Phase 6)
  • Superadmin shell with middleware allowlist (Phase 7)
  • Observability, Lighthouse CI gate, Playwright smoke on staging (Phase 8)

02 / Next

In design — M2 to M4

Next

Directional. The first round of product work: real accounts, the unified inbox, every channel. Order may shift based on what SMEs ask for.

  • Multi-tenant accounts + organisation invites
  • Google OAuth + magic-link sign-in
  • Agent roles (Owner / Admin / Agent / Viewer) + onboarding wizard
  • Unified inbox with real-time ticket updates
  • Ticket detail view with internal notes
  • Inbound email parsing via Postmark / Mailgun
  • SLA management with business-hours calendars
  • Macro library with dynamic variables
  • Meilisearch-backed ticket search
  • CSAT surveys
  • Embeddable chat widget (runtime implementation of the apps/widget stub)
  • WhatsApp Business API integration
  • SMS / MMS via Twilio
  • Social DMs (Facebook, Instagram, X, LinkedIn, TikTok)
  • Voice / VoIP with AI transcription
  • Video calling
  • Customer self-service portal

03 / Later

On the list — M5 to M8

Later

Further out. The AI layer, automation, billing, integrations, and the security polish that closes out Milestone 1 of the product.

  • AI auto-resolution with action-taking
  • Agent copilot — suggestions, tone, translation, summary
  • Sentiment engine with real-time escalation
  • AI Quality Assurance on every resolved conversation
  • AI routing based on skills and workload
  • Predictive analytics + AI Training Studio
  • Customer health scoring
  • Visual workflow builder
  • Knowledge base runtime with AI search
  • Real-time analytics dashboard + custom report builder
  • Stripe flat-tier subscriptions with overage billing
  • Shopify, WooCommerce, Salesforce, HubSpot integrations
  • Slack, Teams, Jira integrations
  • Public REST API with generated docs
  • Automated migration from legacy helpdesks
  • SSO / SAML (Okta, Azure AD, Google Workspace)
  • 2FA for agent accounts + IP allowlisting per org
  • White-labelling (custom domain, logo, colours)
  • GDPR tooling (data deletion, consent management)
  • Proactive support engine + agent wellness monitoring

Items in Next or Later may shift order based on what customers ask for. If you want to push something up the list, tell us at hello@kimondesk.com.