LoginSign Up
← Back to all sparks
D

DoneDone

SUPPORT
Velocity6.3

Shared inbox and issue tracker for customer support and project teams.

www.donedone.com ↗

DoneDone ships custom fields and workflow automations, closing the gap on mid-market ticketing platforms

customer-supportticketingcustom-fieldsworkflow-automationemail-integrationsmb
◆Current state
DoneDone has shipped two significant capability expansions in the past two months: custom fields (10 field types including currency, dropdown, percentage, and custom-labeled numbers) and workflow automations (status-triggered due dates and checklist templates). Combined with email-to-task creation for projects, the product has meaningfully expanded beyond a simple ticketing inbox into territory that previously required Zendesk or Jira for most teams.
◆Where it's heading
DoneDone is methodically closing the feature gap with enterprise ticketing tools, one release at a time. The pattern — custom fields, automation triggers, email integration depth, kanban controls — reads as a deliberate roadmap to SMB and mid-market parity rather than reactive feature requests. The product is retaining its simplicity positioning while removing the specific capability gaps that pushed teams toward more complex alternatives.
◆Prediction
Deeper automation trigger types are the likely next move: beyond status changes to assignee changes, due date proximity, and SLA-based rules. Custom fields without custom reporting is half the value — expect dashboards or custom field filters in exports to follow.

◆Recent moves

  1. 12d ago

    Updated Email Filters!

    Email filtering for direct mailbox connections gains explicit allow and block list controls — specific email addresses, domains, or pattern filters. This completes a missing piece for teams using DoneDone as a shared support inbox: previously, unwanted senders could only be handled manually. The allow-list mode (only accept emails from approved domains) opens up internal-only helpdesk use cases.

  2. 26d ago

    Custom Fields are live! 🎉

    ⚡ SPARK

    Custom fields ship for DoneDone, adding 10 field types: text, email, phone, URL, number variants (currency, percentage, custom-labeled), date, checkbox, and dropdown. This is the most structurally significant addition in the current batch — before this, teams had no way to attach domain-specific metadata to tasks, which was a hard limit on DoneDone's applicability to verticals with structured tracking requirements.

  3. 1mo ago

    Create Project Tasks from Email!

    DoneDone projects now accept incoming email via unique generated addresses, automatically creating tasks with configurable defaults (status, priority, assignee, tags). This extends email integration beyond the support mailbox model to project-level task creation — relevant for work order intake, internal request routing, and automated alert-to-task pipelines.

  4. 1mo ago

    New: Workflow Automations!

    ⚡ SPARK

    Workflow Automations ship: status changes can now trigger automatic due date setting and checklist template attachment. For DoneDone, this is directional — it moves the product from a manual-first task tracker into a system with programmable behavior, enabling repeatable processes without manual setup on every ticket.

  5. 2mo ago

    Include tags in CSV exports!

    Tags now appear in CSV exports for tasks and conversations — a customer-requested gap closure. No product behavior changes.

  6. 2mo ago

    Checklist template items can now be reordered

    Checklist template items can now be drag-sorted before saving — a small UX improvement that eliminates the need to delete and re-add items to correct order.