Alongside forwarding, you can now reply to an email directly from a case. Open an incoming email and choose "Reply in new Email Action" — CK prepares a draft addressed to the sender, takes over the subject from the original message, and quotes it where it is still available. A panel on the draft shows exactly which message you are replying to, so there is no doubt about what the recipient will see. This is rolling out to selected teams first — contact us if you would like it enabled for your team.

When an email fails processing, the notice shown with it in the email overview now explains calmly what happened and what happens next, names the buttons that actually exist in the interface, and points to support where that is the right next step — in both English and German. Previously it referred to controls that had since been renamed and implied the sender had done something wrong.

The category picker on the case screen used to present all categories as one long, unsorted list — finding the right one meant scrolling through several screens. Categories are now sorted alphabetically and there is a search field that narrows the list as you type. Your search text stays in place after you select a category, so you can pick more than one match without retyping. Everywhere categories are offered, the list now comes from the same sorted source.

When CK creates cases from incoming email automatically, two separate emails about the same matter arriving close together could each produce their own case. Gustav now recognises the overlap: the first email creates the case, and instead of creating a second one, Gustav proposes linking the second email to the existing case. Nothing is merged automatically, and no email is lost — the proposal waits for your review, and you can decline it.

The fields work-order number, status, assignee, creator and priority are now all visible to Gustav — several of these had previously been blank, so Gustav could fail to find a work order by its number or report a priority that was not the real one. Ticket numbers in the newer D+ format (for example TI2-12345) are now accepted as well.

You can now upload Word documents (.docx) into a Gustav chat. Gustav reads the document text — including tables, where proposals and invoices typically carry their amounts. Previously a Word upload simply failed. A document that cannot be read, for example because it is damaged or contains no readable text, now produces a clear message instead of a dead end.

When a work order or damage report is created in D+ under a ticket that is already linked to a case in CK, it now appears on that case automatically — and when you link an ERP ticket to a case, its existing work orders and damage reports come along. Previously such entries were never shown on the case and had to be linked by hand. Existing entries in this state have been linked retroactively wherever the right case was unambiguous.