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HelpDesk Changelog

What's new in HelpDesk 10.24.8878.23153

Apr 23, 2024
  • New Features and Integrations:
  • Power BI Connector Update: Updated to load 5000 tickets with status and priority in a human-readable format. Requires the connector redownload.
  • GitHub Integration Enhancements: Increased the number of repositories shown.
  • New Email Template: Introduced "#CF_VALUE_1234#" that outputs the value of a custom field without its name.
  • WhatsApp Integration: Improved to find unclosed tickets by phone number. Creates a new ticket if none is found.
  • IP Address Restrictions: Added a new setting to limit access to the helpdesk to specific IP addresses only.
  • New API Capabilities:
  • Ability to create users by specifying only an "email", automatically setting username and generating a strong password.
  • Added methods to add/remove category permissions for technicians.
  • Introduced "Close" method with an option to skip email notifications.
  • Capability to pass an array of categories to `/api/tickets`.
  • Improvements:
  • User Interface Enhancements:
  • Added "Closed date" filter to Advanced Search.
  • Show absolute dates in the Audit Log on hover.
  • New option in ticket print/share view to display "Status" and fixed the priority display.
  • Custom Fields Management:
  • Fixed saving checkbox-type custom fields.
  • Addressed issues with CSV export trimming custom field values to 30 characters.
  • Resolved errors when dependent and multi-select custom fields are on the same form.
  • Subticket Linking: Added validation to prevent a ticket from being a subticket/linked to itself.
  • Audit Log: Now logs an entry when someone creates a user account.
  • Fixes:
  • Ticket Reopening: Fixed a rare bug in processing "reopen ticket if reply posted within X days".
  • Signature Removal: Signatures are now removed when replies are "for techs only".
  • Exception Handling: Added a human-readable exception when a user has an empty email in Active Directory.
  • Bulk Actions: Fixed issues when more than 200 items are checked in Assets bulk action.
  • Integrations:
  • Resolved issues causing duplicate actions when creating GitHub/GitLab issues.
  • Fixed various bugs in Trello and SnipeIT integrations.
  • Right-to-Left Language Support: Fixed additional issues with right-to-left languages like Persian, Arabic, Hebrew, etc.
  • Reports: Addressed issues with generating summary reports involving multi-select custom fields.
  • Canned Responses: Fixed bugs related to "used in categories" for canned responses.
  • Rating Links: Resolved the issue with "#RatingLinks#" being empty when updates are sent to all CC subscribers.

New in HelpDesk 10.23.8846.31649 (Mar 22, 2024)

  • New Features and Integrations:
  • Lansweeper Integration: You can now integrate Lansweeper with your helpdesk for enhanced asset management.
  • Assets Search API: The API now supports searching for assets by name prefix. See the API docs for /api/assets for more information.
  • New Company Option when Creating Users: Admins can now quickly create a new company while adding a new user.
  • GPT Reply Option in Automation: You can now use GPT to write a reply in the "Add reply" automation action.
  • Mass Close Tickets Silently: Admins can now close multiple tickets at once without sending email notifications.
  • Improvements:
  • User Interface:
  • Company field in user edit form now suggests existing companies as you type and allows creating new ones.
  • "This quarter" filter added to the Dashboard.
  • "Number of tickets" added to the Assets report.
  • "Admin - Categories" now indicates if a category is disabled.
  • Kanban view enhancements: updated "new" badge on drag-drop, fixed cursor style, and improved badge spacing.
  • Improved support for right-to-left languages in the rich-text editor.
  • API:
  • Consistent status codes are now used throughout the API.
  • Technicians can now link tickets and add subtickets via API.
  • Assets search by name prefix is now available.
  • Merging users now combines secondary emails properly and adds the merged user's email as a secondary email to the resulting user.
  • Reports:
  • Fixed summary report & search failing after adding a "multiselect combo" custom field.
  • Fixed date formatting issues in reports.
  • Tech Stats report Excel export now includes missing fields.
  • Other:
  • SnipeIT integration now supports searching for assets.
  • Only admins can edit other users' comments.
  • Added an option to write a reply with GPT in "Add reply" automation action.
  • Fixes
  • SurveyMonkey and SnipeIT Integration Fixes: Resolved issues with the SurveyMonkey and SnipeIT integrations.
  • Malformed Forwarded Messages: Fixed extracting the original "from" address in emails with line breaks in the address.
  • Custom Fields:
  • Fixed custom fields not showing up in Assets advanced search.
  • Fixed API not returning some custom fields for tickets to Admins.
  • Fixed auto-setting default dropdown custom fields when creating tickets from email/API.
  • UI Fixes:
  • Fixed displaying recipients on newly added replies.
  • Fixed incorrect sorting in the Summary report.
  • Resolved a formatting issue when exporting date custom fields.
  • Other Fixes:
  • Addressed a bug where duplicate KB update notifications could be sent.
  • Fixed a bug in calculating duration and response time in reports.
  • Prevented undesirable scrolling when attaching files.
  • Ensured the GPT button is not shown to non-techs.
  • Fixed an issue where the recaptcha badge could be obstructed.

New in HelpDesk 10.22.8804.23310 (Feb 8, 2024)

  • New Features and Improvements:
  • Customizable new ticket page layout.
  • New custom field type: Multiselect combo.
  • SAML Integration Enhancements:
  • Fixed SAML login issues when initiated from the root path ("/") instead of "/helpdesk".
  • Updated SAML logic to provide more actionable error messages.
  • API Enhancements:
  • Added API endpoints for enabling and disabling assets.
  • Added companyId parameter to POST Asset and UpdateAsset API methods.
  • Added support for updating company email domains with the UpdateCompany emailDomains parameter.
  • Enhanced /Ticket API to create a user if not existing when creating an on-behalf ticket.
  • Return mergedUserID from API /MergeUsers.
  • UI/UX Improvements:
  • Improved the "Admin - Import Export" UI.
  • Added an option to allow asset management to Administrators only.
  • Order company names autosuggest by name.
  • Redesigned Docs portal and moved API docs and Onprem docs to the new docs portal.
  • Automation & Rules:
  • Fixed "updated by" showing incorrect username in automation rules.
  • New automation action "assign to current user".
  • New automation rule action "Trigger rule on PARENT ticket".
  • Automation Rules' "Export to XML" now exports valid XML.
  • Other enhancements:
  • Ability to select a category when cloning a ticket.
  • Audit Log search now includes a date range.
  • Fixes:
  • UI Fixes:
  • When a ticket is assigned to a deactivated user, this is now visibly indicated in the UI.
  • Fixed localized status names under certain conditions.
  • Fixed broken "close" icon for multiline custom "top announcements".
  • Fixed tag search in Dynamics report.
  • Fixed corrupted custom field names in CSV export.
  • Miscellaneous Fixes:
  • Added a permission check for comment deletion when editing a comment.
  • Display "Out of office" icon next to assigned technician, if applicable.

New in HelpDesk 10.21.8746.29381 (Dec 12, 2023)

  • Enhancements:
  • Ticket Management:
  • Live-update ticket subject when modified by an automation rule.
  • Improved signature detector in tickets.
  • Show usernames in the "assign to" dropdown.
  • Better "online techs" tracking.
  • Email deliverability fixes when tech-names are used as "from" in messages.
  • When Kanban board is filtered by category, show custom statuses for that category only.
  • Added new trigger to Automation "ticket satisfaction has been rated".
  • Reporting and Analytics:
  • Dynamic report performance improvements.
  • Fixed custom fields UI in the Summary report.
  • Summary report - do not show fields assigned to categories that the tech has no permissions to.
  • User Interface and Experience:
  • Prevent ticket page browser-caching.
  • Prevent browser/1password autofill in autocomplete boxes.
  • Consistent margins between ordered and unordered lists in tickets and KB.
  • Knowledge Base (KB) Management:
  • Allow technicians to delete KB articles they created.
  • AI Integration with GPT:
  • GPT: option to replace the entire reply with GPT-generated one.
  • GPT: use the ticket language for all the commands.
  • Bug Fixes:
  • Fixed category-specific custom fields in the grid when looking at a section.
  • Custom fields date-time fix.
  • Fixed error in API /assets.
  • Fixed resetting the category filters in Hebrew.
  • Fixed "manual fetch" button in email servers list.
  • Fixed "stop time spent" for custom statuses.
  • Fixed copying custom email templates when cloning a category.

New in HelpDesk 10.20.8706.26186 (Nov 2, 2023)

  • Features and Enhancements:
  • Ability to generate a Knowledge Base article from a ticket with GPT.
  • Added a search box in the merge/link/duplicate menu.
  • Enhanced ChatGPT integration for longer tickets.
  • Enhanced GPT prompt for ticket answering.
  • Redesign and improvements on GPT UI.
  • Added support for IFRAME in Knowledge-base articles.
  • Added an API method to retrieve parent tickets.
  • Improved the "time spent" timer for inactive browser tabs.
  • Hide the top reply button when ticket replying is disabled.
  • Enhanced HSTS settings.
  • Improved UX for editing custom fields dropdown options.
  • Implemented GPT support for mobile browsers.
  • Performance improvements for search and CSV export database.
  • UI design tweaks including larger radius and padding in comments.
  • Fixes:
  • Fixed ChatGPT for longer tickets.
  • Workaround for SSL error in SMTP when using Office 365.
  • Fixed minor XSS vulnerability in file attachments.
  • Fixed API assets not showing certain custom field values.
  • Fixed issues related to custom priorities.
  • Fixed email parsing issues for emails sent from iOS 16.
  • Password reset links now consider secondary emails.
  • Improved email signature detection.
  • Fixed occasional double line-breaks in HTML Canned Responses.
  • Fixed encoding issues in forwarded emails and canned responses.

New in HelpDesk 10.19.8640.28332 (Aug 28, 2023)

  • Enhancements:
  • Security and Access Controls:
  • Introduced better user-registration bot protection.
  • Allow Admins to override 2FA for users even with enforced 2FA, addressing lost smartphone scenarios.
  • Enhanced random password generator for greater security.
  • Admins and technicians are restricted from editing user notes of their peers.
  • User Experience and Interface:
  • Improved color contrast for overdue tickets in dark theme for better readability.
  • Added canned responses to the New Ticket form due to popular demand.
  • Enhanced image support in canned responses: pasted images are now converted to img-tags.
  • Show tech usernames in the filter on the left sidebar for quicker access.
  • More comprehensive error message provided for O365 oAuth flow issues.
  • Refined multiline custom field support in the automation rules editor.
  • Accessibility improvements for screen readers on the new ticket page.
  • Summary report update: enlarged charts and included absolute numbers in the legend for clearer visualization.
  • Functional Improvements:
  • New "Time Spent" features: Added restrictions on pausing timers and enabled timers only when tickets are assigned.
  • Respected "Use From Name" preference when forwarding tickets via email.
  • Introduced a category filter to the scheduled tickets report.
  • Added a company filter to the Kanban report.
  • Fixed the issue with shifting the due date for scheduled tickets when set to "reopen original".
  • "Set custom field" automation can now assign the current date.
  • Passing priority feature added for the new-ticket page.
  • Summary report update: Managers can now view subscribed tickets.
  • Improved API: Retained HTML in user signatures and greetings.
  • Localized the "from" word in outgoing emails to align with the app's language setting.
  • HTML content will not be removed from a user's signature and greeting via API.
  • Bug Fixes:
  • Rectified reporting issues in Firefox related to empty date ranges in custom fields.
  • Addressed a glitch where non-tech individuals could view inline images in tech-only comments.
  • Resolved a UI bug concerning unlinking parent tickets.
  • Fixed attachment name search function.
  • Rectified "Tickets per day" report discrepancies.
  • Solved self-hosted Admin page's slowness when the server lacked internet connectivity.
  • Corrected behavior where a user's logout with enabled SAML would inadvertently log them back in.
  • Fixed mobile UI bug where the recaptcha badge overlapped with the "submit" button.

New in HelpDesk 10.18.8584.20531 (Jul 3, 2023)

  • Docker support for the on-premise version.
  • Overhauled the on-premise manual to be more clear
  • Improved email quoting processing when two Jitbits are talking to each other over email
  • JIRA integration fixes
  • Backend check if custom status allowed in the ticket's category when changing
  • Fixed up-down keys in category dropdown on new ticket page
  • Added links to ticket attachments when creating issue in Github or Gitlab
  • Fix "send email" automation not working if there's also Jitbit on the receiving side
  • Fixed new ticket form breaking when pasting really long screenshots
  • Added ability to reorder custom statuses
  • Fixed the "time spent" timer stopping when the browser tab is inactive
  • Fixed forwarding long tickets with offloaded large bodies
  • Fixed the datepicker in the Customer Satisfaction report
  • Slovenian translation fixes

New in HelpDesk 10.17.8555.40055 (Jun 5, 2023)

  • Office 365 GCC fixes
  • Allow managers close tickets regardless of the "let user close their tickets" setting
  • Fixed some edge case datepicker issues when using en-US language
  • French translation fixes
  • "Notify ticket subscribers" automation now supports "all", "techs", "non-techs" and "Admins" filtering
  • GPT: Custom prompt now considers the ticket conversation for context
  • GPT: Ticket summary is now written in the same language the ticket is written in
  • Added "Close ticket silently" advanced menu item to skip email notifications
  • New API parameter to get assets assigned to specific ticket ID
  • More detailed error message when failing to parse O365 response
  • Added "Department name" to user lists
  • Added "the day is a public holiday" automation rule condition
  • Asset log improved when editing info and custom fields (less noise, cleaner format)
  • New ticket page: autofocus on category field if unset
  • API token page design fixes and a "copy" button
  • Fixed automation execution log display

New in HelpDesk 10.16.8542.30757 (May 22, 2023)

  • Support for GCC (MS Government Cloud) for O365, both inbound and outbound email
  • Interactive Kanban board for unclosed tickets (under "Reports - Kanban")
  • A lot of Zapier integration fixes
  • "Notify techs on takeover" now has a setting whether to include admin
  • Fixed custom KB title/description breaking layout for anonymous users
  • Added some missing translations
  • "Add sub ticket" automation rule now supports assigning to a technician
  • Fixed Google calendar sync - shareable iCal link format fixes
  • Option to include retired assets in asset-search
  • Open Github, Jira, etc. integration URLs in a new browser tab
  • ChatGPT now generates responses in the language the ticket is written in
  • ChatGPT: Do not suggest KB if it is disabled
  • ChatGPT integration now allows you to improve your reply or write a custom prompt
  • API: added "assignedToUserId" parameter to /Ticket POST endpoint to assign during creation and reduce email chatter
  • Fixed tag counts under "Admin - Categories - Tags" page
  • Improvements and fixes for two helpdesks talking to each other over email
  • Possible fix for setup.exe removing appsettings.json
  • Added MS Teams notification when a new KB article is posted
  • Fixed adding tech subscribers in the recent versions of Chrome
  • Chroatian language improvements
  • Added #category# to automation action "send HTTP request"
  • Due dates public shareable iCal link for external calendar sync now supports selected user and category
  • Github-style markdown checkbox lists in multiline custom fields fixed
  • Message-ID matching for emails now also looks at the subject line to prevent unwanted routing of new emails to existing tickets
  • Fixed Change Status automation when a ticket is being closed from "non-updated" and "overdue" triggers
  • Offer to "close all sub tickets" only if a ticket has child tickets, not always

New in HelpDesk 10.15.8500.35856 (Apr 10, 2023)

  • ChatGPT integration. Turn on in Admin - Integrations. More information
  • "Notify other techs on takeover" now includes admin users too`
  • Consider category submit permissions when creating tickets from emails
  • Fixed attachments in KB article API
  • Hide "closed" status from filter unless it makes sense
  • Fixed editing ticket when adding big images
  • New API endpoint "MergeUsers"
  • Fixed category templates HTML
  • Moved the "AppUrl" setting from the .json config file to General Settings. The old config file setting is still supported for backwards compatibility
  • User search improvements
  • User @-mentions now have a tooltip that shows the username
  • Fixed editing huge tickets where body is offloaded to file storage
  • Fixed API "UpdateUser" resetting company/department sometimes
  • Rearranged email settings page for better UI
  • Added extra confirmation when deleting a category, even if it has no tickets
  • Performance improvements

New in HelpDesk 10.14.8466.31705 (Mar 7, 2023)

  • Office 365 fix for the new Microsoft rate-limit
  • Set default SMTP-server & port after connecting Office 365 oAuth
  • Use SSL for S3 connections on self-hosted
  • Fixed saving hidden columns
  • Improved outbound email logging
  • Keep KB stats for longer (180 days)
  • New API method "Create KB article"
  • New API method: TagTicket(name, ticketId)
  • User advanced search: filter users who have no tickets AND no replies
  • #Recipients# email template can now list names, not emails, to keep this sensitive info private
  • Azure DevOps integration improved: pull and display actual work-item status
  • Pass additional text to show at the top of the live chat widget (via JS)
  • Added CSV export to customer satisfaction report
  • Ticket search plural/singular support (searching for "printer" will return "printerS" too) when searching for one word
  • Added overdue breakdown chart to Summary report
  • Technicians report - add "overdue tickets" number
  • Ticket list date filter - relative date support - "Today, This week, Last 30 days"

New in HelpDesk 10.12.8415.25589 (Jan 15, 2023)

  • NEW: WhatsApp integration
  • Fixed import from Freshdesk
  • Fixed months and years not scrolling in date pickers in Safari and Chrome
  • More reliable ticket scheduler after job run failed
  • Canned response groups improvements
  • Improved Hebrew translation
  • Proper logging for marking a ticket as spam
  • Fixed ClickUp integration
  • Fixed adding subscribers to tickets
  • Fix: mobile and browser push notifications not working if the user opted out of email notifications
  • Add tickets to assets right from the asset page by ID
  • Display video size before uploading screen-capture
  • Fixed tags list when filtering by category
  • Added Audit Log when editing a user via API
  • Fixed user custom fields display in the popup

New in HelpDesk 10.11.8382.33146 (Dec 14, 2022)

  • Mark comment as bounced on SMTP errors
  • Added ability to set "via" (AKA "origin") when creating ticket with API
  • New ticket page fix: when tech creates a ticket in a category he has no permissions in, hide "for tech" custom fields
  • Better assets suggestion box
  • Increased self-hosted upload limit to 100MB
  • Offer to close a ticket when setting close date
  • ClickUp integration
  • JIRA integration fixes
  • Fixed the sticky header blur in Safari
  • A lot of improvements in Setup.exe
  • Performance improvements
  • Translation fixes (Finish, Hebrew, etc)

New in HelpDesk 10.10.8346.23260 (Nov 7, 2022)

  • Ability to require two-factor auth for all users
  • Redesigned header: new look, less bright "new" button, etc.
  • "Recent comments" in emails now indicate which comments were "for techs only"
  • Multiple Setup.exe fixes
  • Office 365 integration fixes
  • Fixed viewing techs not removed under windows auth
  • "Technicians statistics" now accounts for working hours and days
  • Email deliverability fixes
  • Create companies and users when importing assets from CSV if they do not exist
  • Ability to pass ?email=XXX to new ticket page when posting ticket anonymously
  • User search - added "enabled users only" filter
  • Improved forwarded email detection
  • "View original email" now respects user dark theme settings
  • Show "response time" and "duration" right in the ticket as tooltips for "start date" and "resolved date"
  • Added "New" tickets count to real-time dashboard

New in HelpDesk 10.9.8319 (Oct 11, 2022)

  • A bunch of Office 365 fixes
  • Some minor XSS security fixes
  • 10x performance improvement in some areas
  • Fixed inline images not showing when a ticket has regular attachments
  • Fixed non-reliable Application URL sometimes resetting to "localhost" for server clients
  • Fixed "notify user's manager" rule - better support for departments
  • On-prem fixes for case-sensitive SQL Server installations
  • Desktop notifications fix for Safari
  • Do not limit assets for admins in the suggestion boxes
  • Hide "updated by" username from KB articles to non-tech users
  • Check empty required custom fields on new ticket form even when JavaScript is disabled
  • CSV import - human-readable error when required fields are missing

New in HelpDesk 10.7.8239 (Jul 22, 2022)

  • Important security fix
  • Added "YTD - year to date" period to all ticket reports
  • Automation: "abort further rules" improvements
  • New automation rule "notify last replier"
  • API ability to set comment date when posting
  • AD sync: do not update user if an email came back empty for any reason to prevent loosing info
  • Live-update ticket when it is being deleted or merged (redirect the viewing user to the list)
  • Support ticket search by email when the email is mentioned in ticket text
  • API: Added "recipientIds" parameter to POST Comment
  • New API method: TicketIntegrationData
  • Return "reason" when rejecting useless emails
  • Include "techs only" private replies in email #Recent_messages# template IF the reply is also private and "techs only"
  • Fixed GitLab integration
  • Admin - Categories - hint if category uses a custom email template

New in HelpDesk 10.6.8199 (Jun 14, 2022)

  • Support "Shift+click" in KB articles category list checkboxes
  • Allow checkboxes in ticket text editor/HTML to support "checklist" functionality right inside tickets
  • "Task List" markdown in multiline text custom fields - for checklists in tickets
  • Pre-filling custom fields via URL params on new ticket creation
  • New automation rule "Ticket was created more than X hours ago"
  • Improved keyboard shortcuts on ticket page ("R" to reply, "ESC" to cancel reply, "J/K" -prev/next ticket, "Ctrl + ." KB, "Ctrl + ," Canned Responses) show shortcuts in tooltips
  • Added an option to bulk unassign to the ticket grid popup
  • Customizable "Thank you" text when unregistered users create tickets via web-app
  • "CF_XXX" mask in email templates and http-post rule is now case insensitive to prevent customer confusion
  • API/Comment - ability to reply as another user (for admins)
  • Due date calendar - sharable iCal link to subscribe in external calendar apps
  • Removed the ability to disable users via CSV import in favor of "bulk actions". Many customers disable users accidentally
  • Scheduled tickets history report - proper ordering
  • Fixed managers change category permission bug
  • Option to hide all system entries form the ticket by default
  • "Rate our support" links in emails now work without logging in
  • Fixed random logouts if "remember me" is disable due to compliance
  • Fixed search with special characters like "AT&T" from top search box
  • Accessibility fixes for screen readers
  • Added ?? and ?? to the emoji picker
  • Assets main page UI improvements
  • Friendly message instead of broken images in emails when attachments disabled
  • Acessibility: close "recent tickets" and "user info" popups on ESC

New in HelpDesk 10.5.8148 (Apr 23, 2022)

  • "Big" support widget script - support for pre-selected ticket category
  • Fixed 404 in Summary report when customer has 100+ custom fields
  • Fixed new ticket email confirmation for newly created users
  • Fixed Summary and Dynamics reports losing tech filter under rare conditions
  • Summary report "from" time fixed
  • Added "handled by me" to API /Stats
  • Fixes for realtime updates when using Windows auth
  • Added very basic file preview before uploading
  • Support for custom favicons in Desktop notifications
  • Widened duplicate files detection to match different users (still within one ticket)
  • Added SAML provider settings to General Settings
  • Summary, Dynamics and "tickets per day" reports: use GET so people can save the url for later use
  • Github integration: the list of repos is now searchable
  • Acessibility fixes
  • Better contrast in dark theme dropdowns
  • "showlogin" parameter for the login page to ignore the SAML "hide inputs" setting

New in HelpDesk 10.4.8115 (Mar 21, 2022)

  • Log rejected "useless" inbound emails in "audit log"
  • Assets quick search
  • Redirect to proper assets list page after editing an item
  • Support "hide powered by" setting in the live chat widget for Enterprise customers
  • Adding X-Jitbit-Ticket header when forwarding ticket by email to prevent ID clash
  • Added "all unclosed tickets" option to Summary Report filter
  • "Ideas with no upvotes" filter
  • Power BI: now loads 3000 tickets
  • New setting: "Only send updates to subscribers when sent by techs"
  • Sort Asset search results by name
  • Summary report now allows filtering tickets assigned to deactivated technician accounts
  • "Reply and close" now works only for technicians in ticket's category
  • Improved Harvest integration - added time entry dialog right into tickets
  • Ability to remove linked tickets and subtickets via API
  • Accent tech subscribers with green checkboxes to distinguish from regular users
  • "Ticket subject contains" automation now has an option to match the whole word only
  • Do not allow to merge a ticket with itself
  • Ticket grid last updated date hover accounts for user-specific time zone now
  • Added "Abort further rules" automation action

New in HelpDesk 10.3.8080 (Feb 14, 2022)

  • Slightly improved KB emails
  • Dependent drop-down custom fields "default" options
  • Fixed showing custom field inputs on "new asset" page too
  • Added YTD option to Summary report intervals
  • "You've been assigned" email notification now includes ticket attachments
  • Ability to hide username/password inputs when Google-login is enabled
  • Delete "ticketEditLog" attachments when converting ticket to reply or merging tickets
  • Added "tickets created on behalf" to technician statistics CSV export
  • Fixed sorting attachments by date
  • Fixed canned response and text insertion sometimes happen outside editor in Firefox
  • Added "check all" when selecting attachments for forwarded tickets by email
  • Github integration: order repos by "last pushed"
  • Assets CSV export now includes all custom fields (not just "shown in grid")
  • @-mention a user when writing replies: adds the user to ticket subscribers and sends an email notification
  • Added validation for empty JIRA integration fields
  • Added "total views" to KB analytics report
  • Localized "Unsubscribe" link in emails
  • Fixed saving "current date between" automation rule format

New in HelpDesk 10.2.8034 (Dec 30, 2021)

  • Mandatory checkbox custom fields are also checked now
  • New setting: Auto purge tickets closed more than X days ago
  • Fixed inline images when creating a new ticket from an existing comment
  • Pressing Escape now focuses back on the editor when closing canned response or KB dropdowns
  • Fixed editing "Delay" automation rule
  • Import/Export form tabs redesign
  • New API method UnAssignAssetToUser
  • Option to skip diff file when editing a comment
  • Allow removing submitter from subscribers
  • Do not show "powered by jitbit" on the shared and print view when "hide powered by" setting is enabled
  • Power BI connector now loads 3000 tickets instead of 300
  • OneDrive integration fixes
  • Fixed screen capturing in fullsize widget
  • Include "logged by" in the first system note when creating ticket "on behalf"
  • New API method "Get user by ID"
  • New API DeleteUser method
  • Added support for cmd + enter (for Macs) everywhere where ctrl + enter is supported
  • Added hotkeys: "ctrl + ," opens canned responses, "ctrl + ." opens KB article dropdowns when writing a ticket reply. Navigate with arrows paste with "enter"
  • Reworked JIRA integration: correct issue types are now show in the UI when a project is changed
  • DevOps integration now supports rich text editing
  • Fixed the category filter in advanced ticket search
  • Fixed the "time spent" timer restarting after a reply even if it is disabled by a global setting

New in HelpDesk 10.1.7976 (Nov 2, 2021)

  • Fixed all the minor issues with 10.0 RC and the new setup.exe
  • Update UI when category/status changes on server
  • Clone ticket confirmation dialog fixes
  • Disable user accounts via CSV upload
  • Buffer multiple system comments into one
  • "Move comment to another ticket" only moves file attachments from that comment
  • Added "ticket assigned to a deactivated tech" automation
  • api/comments returns tech-only comments only if user is tech in category (not just any tech)
  • Fixed showing "start time" in user-specific time zone
  • Export canned responses to CSV
  • Automation engine fixes that might cancel some rules from running
  • Added "out of office" technicians to dashbaord
  • "Add sub-ticket" automation rule
  • Ctrl+Enter support in comment editing
  • Option for administartors to skip logging diff file when editing a ticket
  • Fixed GitLab integration
  • Azure DevOps integration fixes
  • Set "Upd-by-tech" only if user is tech in ticket category not just any tech

New in HelpDesk 9.36.7912 (Aug 30, 2021)

  • API method TicketCustomFields now includes all possible options for dropdowns (fixed an issue in the mobile app with not working dropdowns as well)
  • KB search now uses "AND" logic for multiple word queries/li>
  • Optional access to Dashboard to technicians and managers
  • Do not allow creating custom field options with an empty name
  • Fixed month sorting in report graphs
  • Drastically sped up ticket search by email-domain
  • Fixed widget docs to accomodate for it not having a title anymore
  • Fixed tags, secondary assignee, asset, etc. imputs when text had an apostrophe
  • "Go to the original reply" button in the ticket attachment list
  • "Reply and close" button now offers to close linked tickets too
  • Fixes total count on assets page, added count to assets search
  • Show involved assets on ticket print page
  • Live-refresh custom fields on ticket page when updated by rules or by another user
  • "Assign to no one" automation rule now removes secondary assignees too
  • Minute-precision in "set ticket due date" automation rule
  • Bulk-delete ideas using checkboxes
  • Include file attachment information in the system comment about ticket forwarding
  • Cloud attachments (Dropbox, GDrive, Box, etc) are now supported in Knowledge Base, Assets, etc, not just tickets

New in HelpDesk 9.35.7889 (Aug 7, 2021)

  • Ability to move comments from one ticket to another if a user makes a mistake
  • Ability to add "system" comments via API
  • Fixed "arithmetic overflow" error in technicians report with extremely big "time spent"
  • Numeric custom fields - fixed decimal separators when some non-English languages are selected
  • Allow (almost) any HTML tags in Knowledge Base
  • Fixed tag filter disappearing on assets with multiple pages
  • Removed character limit for top announcements (for admins and techs)
  • Include ticket submitter in the default search
  • Ticket "checkbox" custom field can now be edited right away, without clicking "...", then "OK", etc
  • When email template contains #Attachments# links - show most recent reply's attachments on top, sort the rest alphabetically
  • New API method: UserSearch
  • Suppress notification when converting ticket to a reply
  • Ability to add "system updates" to tickets via "add reply" automation rule
  • Users CSV import now support "Department"
  • Allow users delete their own ideas and edit tags
  • Fixed sorting the ticket attachment list by date
  • Show custom fields when expanding subtickets in the grid
  • "Insert KB article" now inserts article with title
  • Added an ability to add related assets on ticket creation (for techs only)
  • Show only 10 most popular tags on the KB index page with a link to show all tags
  • Token-based authenticaiton for API

New in HelpDesk 9.34.7837 (Jun 16, 2021)

  • TeamViewer integration
  • Added #Via# field to email templates - it is replaced with a ticket origin (email, web, live chat, etc.)
  • Trigger automation rule on ticket deletion
  • Support "time spent" more than 100 hours in the ticket UI
  • Allow users from same department seeing each other tickets
  • Ticket print: option to hide all replies / system entries
  • Fixed some tickets not shown in due dates calendar
  • API GET TicketCustomFields added a bool parameter to return unset
  • Ability to reorder sections by drag-n-drop
  • Ability to customize the satisfaction survey prompt text
  • Grid design (lighter icons & left box titles, more room in cat menu)
  • Status dropdown - show only allowed statuses to non-admins (otherwise regular users see techonly statuses in the list)
  • Database performance improvements

New in HelpDesk 9.33.7800 (May 10, 2021)

  • A user can be made a "Manager" for either company or department
  • Option to disable built-in timezone-based holidays
  • Dashboard response-time and resolution-time now supports working hours and holidays
  • Show license information and free updates expiration date in the on-premise billing page
  • Company stats report "response time" now properly accounts for working hours and holidays
  • Admin tools to clean up empty companies and departments
  • New option - only admins can assign tickets to other admins
  • Show full names in secondary assignees list
  • Fixed live chat widget breaking in modern browsers (not using cookies any more)
  • Hide "Reports" tab if no reports allowed to user
  • Added "Department" to summary report
  • Log deleted reply text
  • Preserve collapsed sections between page reloads
  • All notifications from "critical" priority tickets now send high importance email notifications

New in HelpDesk 9.32.7762 (Apr 13, 2021)

  • Custom fields that are "view everyone, edit techs only" are now shown in grid
  • Bigger user lookup timeout
  • Custom report - grouping by a custom field now processes tickets with unset field too
  • Fixed ticket sorting by custom field after clicking "more"
  • Better compatibility for oAuth return URLs on on-premise
  • Fixed setting out of office via API
  • Ideas - added the "ideas I'm subscribed to" filter
  • "Latest reply contains" automation - option to look in customer replies only
  • Filter summary report by department
  • Logging comment deletion in the audit log
  • Include ticket attachments into ticket confirmation email
  • Dashboard: fixed date parsing in Safari

New in HelpDesk 9.31.7737 (Mar 14, 2021)

  • Collapse/expand sections in the category menu
  • Dashboard fixes for Smart TVs
  • Increased maximum allowed section name to 250 characters to bring it on par with category names
  • Fixed a visual bug with tags overflowing the container in Summary report
  • Drastically improved page load times for tickets with a lot of replies
  • SAML: added extracting the "location" attribute
  • Huge performance improvement for login & API
  • Allow techs to edit comments
  • Ability to hide category selector in live-chat widget via JS
  • Fixed rich formatting hotkeys in Safari
  • SAML: improved extracting department and company
  • "Email contains" automation now supports exact matches
  • "Scroll to the top" button in the sticky header in the ticket view
  • Capture still screenshots (not just video) from the web-interface
  • Autologin support for reverse proxies
  • Editing a ticket adds a message to audit log
  • Leave a system comment when a tech manually removes 'upd by cust' or 'upd for tech' badges

New in HelpDesk 9.30.7727 (Feb 28, 2021)

  • A lot of security fixes after our annual penetration test
  • Update the current ticket count and all the dates in real time
  • Filtering the tickets grid by multiple tags with Shift+Click
  • Added "in-person" option to the "via" ticket field
  • Show if an article is for techs only in KB suggestions
  • Do not show edit logs in the main attachment list, also do not allow deleting the logs
  • Proper support for dependent dropdown custom fields in User, Assets and Companies
  • Summary report: clickable pie charts - filters tickets by the clicked dimension
  • Allow 3-word tags to be used for getting similar from KB
  • Removing tracking pixels from incoming emails
  • Fixed line breaks in "add reply" automation rules
  • Added "Priority" to CSV ticket export
  • Allowed longer SMTP passwords
  • Fixed Asana integration
  • Dashboard Fullscreen support in more browsers
  • Added "create NEW linked ticket" menu item
  • "Add reply" automation rule now supports template masks like #Body# #FirstName#

New in HelpDesk 9.29.7685 (Jan 16, 2021)

  • Starting with the next release you will be able to auto-update your Jitbit via SetupToolexe (offered on startup)
  • Grouping Canned Response info "folders"
  • Show "no more tickets left" screen when they are no more tickets to show Also, show the ticket grid when "no more tickets" is shown and a new ticket comes
  • Fixed "set ticket subject" automation rule with custom fields mask
  • Update "dates ago" in the ticket grid and the ticket view in real time
  • Ideas Forum: submit replies on Ctrl + Enter
  • Search in ticket replies by default
  • Added live badges to the sticky bar in the ticket view
  • Option to disable "remember me" on login page for compliance (HIPAA etc)
  • Logging last-connect date/time and the result for external mailboxes, show it in the UI
  • Prevent auto-zoom in live chat widget in mobile Safari iOS
  • Strip HTML from ticket-subject in emails
  • A lot of Gitlab integration fixes, especially for the self-hosted Gitlab version
  • Assets now support tags
  • Fixed API file attachment methods
  • Filter ticket list by multiple categories using Shift + Click
  • User autocomplete improvements (partial first name search)
  • Fixed #Suggested_KB_articles# mask not working in some cases
  • Show creator name in new idea notifications
  • Do not create scheduled tickets for deleted tickets
  • New automation action: "current date is between"
  • Added "Toggle fullscreen" button to the dashboard

New in HelpDesk 9.28.7625 (Nov 29, 2020)

  • Controlling individual report permissions
  • Office 365: pull new emails only from the Inbox folder
  • Automation condition "Ticket has zero replies" now has an option to ignore ticket submitter replies
  • Fixed "assign to least busy tech" automation action
  • Automation rule execution log: see a list of the last 10 tickets the rule was executed on in the "rule edit" page
  • "To-address does NOT contain" automation option
  • New API methods: CompanyCustomFields, UserCustomFields
  • API methods to update User/Company custom fields
  • Fixed broken encoding when creating Trello cards
  • Shift+Click a subscriber checkbox checks/unchecks ALL subscribers
  • Increased the number of tickets in Power BI connector from 100 to 300 (requires redownloading the connector)
  • Localization fixes
  • Fixed and improved assets CSV import error handling
  • Fixed: copying category does not copy FromName
  • Dashboard/summary ticket numbers inconsistency fixes
  • #CF_xxx# mask in email templates now works for techs-only custom fields too (#Custom_Fields# for the public ones only)
  • Tickets dashboard: added "tickets per day", added category filter, fixed some calculation bugs
  • Fixed idea comments notifications
  • Changed "Ticket has zero replies" to not count other replies from rules as human
  • Sort asset tickets by newest first
  • FWD detection is Spanish and Swedish
  • Filter ideas from specific user

New in HelpDesk 9.27.7592 (Oct 17, 2020)

  • Support for secondary email addresses for users
  • Automation rule action: "Auto-assign to the least busy technician"
  • New automation condition: "Technician is looking at the ticket"
  • New automation action: "mark ticket upd FOR tech"
  • Fixed adding Office 365 mailboxes
  • Database performance improvements
  • Removed CSRF protection from new ticket - incompatible with reverse proxies
  • Ideas Forum anti-spam protection
  • Show category descriptions as tooltips on new ticket page when hovering mouse
  • Ctrl+K to add link in all content-editors
  • Zendesk import fix
  • Ability to pre-set the user's email in live-chat widget via JavaScript
  • Fixed "dependent" custom fields for Users/Companies/Assets
  • Fixed Asset search by a numeric custom field

New in HelpDesk 9.26.7571 (Oct 1, 2020)

  • A lot of live-chat widget improvements and bug-fixes
  • Sharing tickets via a readonly link like in Google Docs
  • JIRA improved listing types/projects
  • Added some HTTP headers for improved security in modern browsers
  • Admins can now edit ticket "start date"
  • Possible fix for O365 incorrect encoding
  • Make "unsubscribe form this ticket" link in emails optional
  • API GET Ticket: added IsActiveChat property
  • Ticket scheduler reliability fixes
  • Slack integration updates for the new API
  • Add a special "live chat" icon to "new ticket" email notification if the ticket comes via live-chat
  • Email signature cutter improvements
  • Accessibility fixes
  • New automation condition "ticket has zero replies"
  • Play a sound when a new message in a live chat ticket comes
  • New "via" option for tickets - "live chat widget"
  • Support for "defer" Javascript loading attribute in widgets
  • Fixed SAML login for the mobile app
  • Add system comment when unlinking tickets
  • Satisfaction report - switching filter by ticket close-date or create-date
  • Fixed numeric custom fields search
  • Remove formatting when copy-pasting from dark theme
  • Fixed URLs in custom fields
  • User logon history report
  • Fixed subject pre-fill via query string on new ticket page

New in HelpDesk 9.25.7544 (Sep 2, 2020)

  • Custom fields for companies
  • JIRA - added project name to types
  • AD sync fixes
  • Hiding system entries when printing ticket
  • Fixed user merging
  • Added "Unfollow this ticket" link to emails
  • New automation condition "if ticket creator's user-lookup data contains"
  • Dark theme contrast improvements
  • Dashboard: show techs who are currently online and active
  • Internal links in KB articles now open in the same tab
  • Allow moving "new" tickets to custom statuses
  • Fixed deleting asset types, suppliers, manufacturers
  • Clone more attributes when cloning ticket, including tags
  • Display user count on company page
  • Added Hungarian translation
  • Do not filter non-delivery and out-of-office notification if it's a forwarded email
  • Fixed section reorder in admin panel

New in HelpDesk 9.24.7485 (Jun 30, 2020)

  • User custom fields
  • All new design for all anonymous user facing pages: KB, login page, register, "lost password" etc.
  • Security fixes
  • Added "Last Updated By Username" to ticket grid
  • Renamed Event Log to Audit Log
  • Basecamp integration fixes
  • Allow float numbers in numeric custom fields in new Chrome
  • Support "CF_XXXX" masks in "set ticket subject" automation rules
  • Improved the "also looking at this ticket" module - works properly when one ticket is opened in multiple tabs
  • Option to automatically redirect to identity provider when SAML/SSO is enabled
  • Add comment when adding new ticket when reopen is disabled
  • Do not show deleted tickets to non-techs
  • New API methods: to get, retrieve sub tickets and linked tickets
  • New automation condition "if ticket came via..."
  • Bulk remove due date from tickets
  • Ticket search speed improvements
  • Expanding sub-tickets in grid respects the current sorting
  • Dropbox/GDrive/One Drive/Box.com fixes
  • New automation rule "Latest reply came from a non-subscriber"
  • Ticket Search now looks in custom fields too

New in HelpDesk 9.23.7454 (May 31, 2020)

  • Dark theme UI (turn on in your user profile)
  • New SMTP code stack - should be more stable and reliable
  • Box.com integration
  • One Drive support (attaching files to tickets)
  • New custom status permission "for managers only"
  • Human-readable missing parameter error message in API
  • Support for deleting messages instead of marking as read in Office 365 mailboxes
  • Custom web.config key to disable weak ciphers (SSL3, TLS 1 and 1.1)
  • Attach files during asset creation
  • Proper notifications when converting a ticket to a reply
  • Realtime dashboard - ability to select "today, 7-days, 30-days"
  • New automation action "mark reply as 'tech-only'"
  • Screen capture: added voiceover and bigger video
  • Fixed desktop notifications for new tickets
  • Added LinkedTickets method to API
  • "Ticket forwarded" log is now html and properly formatted
  • Proper ticket links from techs report
  • Satisfaction report improvements: more intuitive chart colors, click on chart to filter tickets by ratings, filter by categories, assigned techs and companies
  • New automation action "Abort further email notifications"
  • Prompt to close sub-tickets when closing ticket
  • Advanced User Search - searching for users with/without tickets, Admins only, Techs only etc.
  • Ticket forward form improvements
  • New automation rule "delete all subscribers"

New in HelpDesk 9.22 (May 31, 2020)

  • Real-time dashboard with stats for the day (in reports)
  • Added support for connecting to Office 365 mailboxes via oAuth (basic auth is getting deprecated)
  • Power Bi integration
  • Automatically hiding user email signatures
  • Fixed "include assigned user signature" bug
  • Added "creation date", "updated by" and "update date" to automation rules
  • Technicians report - fixed link to "active tickets within date range"
  • Reopen ticket and mark it "for tech" on failed email delivery
  • Show file sizes in ticket attachments block
  • Properly restoring attachments to original tickets when un-merging
  • Send tech-only comments to techs in the ticket category only, not all tech-subscribers
  • Show users count in Admin - Users
  • Nicer pager controls for Users, Assets and Ideas
  • Check permission to submit tickets to a category in api/ticket
  • Fixed tech names not showing in charts in reports
  • New ticket custom field permission type: "visible to everyone, editable by technicians/admins only"
  • Allow users edit their own tickets (saving changes to the log)
  • Ability to bulk-restore deleted tickets from "Search"
  • Added "delay" automation action

New in HelpDesk 9.21 (May 31, 2020)

  • BETA: Detect and hide user email signatures for better ticket feed readability
  • Ability to disable/archive a category
  • Fixed linking existing wokitems to VSO
  • Basecamp integration fix
  • When a new ticket deleted by automation - stop all other actions (sending emails etc)
  • Option to remove a tag via automation rules
  • Added "includeCustomFields" parameter to api/tickets (false by default)
  • Fixed "Set ticket subject" automation action "Add as a prefix" option not saving
  • Added GitLab on-premise integration
  • More security fixes and performance improvements

New in HelpDesk 9.20 (May 31, 2020)

  • Important security vulnerability fixes
  • Fixed searching by range Date and Time custom fields
  • Fixed due date sorting in Ticket Summary report
  • Added tags to Summary report
  • Summary report - filter by multiple technicians
  • Ability to "select all" tickets in the list even the ones not showing and perform bulk operations on them
  • New automation action: "Set start date"
  • New automation action "Set ticket subject"
  • Support dependent custom fields in ticket editing form, not just ticket creation
  • Made "lost password" and "register" links more visible
  • Show Knowledge Base article subscribers to admins
  • Use localized Status name in emails
  • Added "Number of tickets taken" to the "Tickets per day" report
  • Extract user profile picture during Google Login
  • Fixed removing subscribers after clicking "for techs only"
  • Show Close button in "new" tickets too
  • Enhanced TFS/VSO/Azure DevOps integration - added "Iteration" field, proper "Bug" description
  • Company info popup - added recent tickets list + fixed user number

New in HelpDesk 9.19.7279 (Dec 9, 2019)

  • Important security fixes
  • MS Teams integration
  • Creating new subtickets from ticket's "more" menu
  • "Set due date" automation option to shift from current due date
  • Show department in the user popup
  • Fixed emojis not working sometimes
  • Fixed due date working hours scheduling
  • Added pt-BR language and fixed Australian holidays
  • Satisfaction rating fixes (report colors, proper translations, etc.)
  • Fix: applying grid filter does not reset tag selection

New in HelpDesk 9.18.7274 (Dec 2, 2019)

  • Human-readable EML-file viewer for "original email"
  • Asana integration oAuth support and fixes
  • Show Ticket/KB/Ideas statistics in "Admin - Tags"
  • Update subscribers UI when email arrives and adds user via CC
  • Added tag list to Ideas "view all" mode
  • Ability to merge tags
  • Ability to bulk enable/disable users from the admin panel
  • Added #priority# to HTTP request automation action
  • Do not "take" ticket when manually assigning to yourself
  • Correct time zone info when exporting to iCal
  • A lot more fixes in various areas

New in HelpDesk 9.17.7253 (Nov 24, 2019)

  • Dependent custom fields
  • Basecamp integration
  • Disable email notifications for a user with permanent bounce messages. Those bounces will be shown in Reports - Deletion log.
  • Added "tickets on behalf" to technicians report
  • Added an ability to filter by user in Deletion Log
  • Allow priority edits for category-techs only
  • Show assigned tech for subtickets in the grid
  • Added "api/Subscribers" (getting ticket subscribers)
  • Added an opton to schedule tickets on "Xth Monday/Tuesday/etc of every month"
  • Made "reply above this line" more visible in ticket emails
  • Changing ticket status now sets "last updated" date
  • Added satisfaction rating
  • Added #fromEmail# to HTTP Request automation action
  • Bulk enable/disable email for users
  • KB homepage redisign
  • Moved "Priority" out of "Advanced" on "New ticket" page
  • Custom report - add grouping by ticket origin (Web, Email, API etc)
  • Make the "via" field selectable when creating tickets on-behalf

New in HelpDesk 9.15.7118 (Jul 8, 2019)

  • Fix for not showing the "eye" icon when someone else is viewing a ticket on Windows auth
  • When creating tickets from comments - link tickets and add ##-mention to the original comment
  • Support for ##TicketID mention
  • Fix for empty pages when clicking "Reports"
  • GitHub oAuth authentication
  • Show Out of Office status on grid & new ticket assign box
  • Search performance improvements
  • New setting - minimum characters required when creatiung tickets
  • "New ticket" form rearranged - category comes before subject due to multiple requests
  • Ideas - send status updates to all subscribers
  • Option to "add assignee signature" to "add reply" automation action
  • Added Australian to lang list
  • Log out other user sessions after a password change

New in HelpDesk 9.14.7097 (Jun 9, 2019)

  • Per-category email templates
  • Ability to set "Out of office" status for users
  • Emoji support in the editor ??
  • KB search improvements
  • Option to remove ticket subscribers via automation
  • Show "number of replies written" on user profile page
  • Added Estonian, Latvian, Lithuanian languages
  • Added quick filter box to automation rules list for better search
  • "Resend comment" now resends attachments too
  • Summary report and Dynamics report are made visible to managers too (since they see tickets anyway)
  • If Summary report filters tickets by category, include custom fields from that category only
  • Added "via/origin" to Summary report CSV export
  • Show top 5 ideas on the KB home page
  • Added tags to the ticket export
  • Assets added option to show ALL pages, added proper logging which fields were edited, enable/disable logging
  • Keyboard shortcuts for previous/next tickets (J and K like in Gmail)
  • "Logout" invalidates all other sessions too

New in HelpDesk 9.13.7008 (May 30, 2019)

  • Survey Monkey integration
  • Added Stripe integration
  • Web.config option to restrict changing avatars
  • show ticket close date with time in Summary report
  • Fixed Date/Time custom field grid display
  • Tags for the ideas forum
  • Ability to un-merge tickets (works only for tickets merged after the release)
  • Ability to set custom password policies
  • Fixed KB missing images after editing an article
  • Added "assigned to" filter to Summary report
  • Added an ability to "mark as read" instead of deleting for Exchange servers

New in HelpDesk 8.8.9 (Aug 5, 2015)

  • Remote-login now preserves query-string
  • Preserve custom fields when Clone ticket. Set custom fields to default values (drop-downs only) when creating new ticket and they're unset
  • New setting "Extract the original sender from forwarded emails" (previously it was always on, now you can disable it)
  • "Ticket priority changed" automation trigger
  • Fix: "add reply" automation was setting "customer" ticket badge
  • Fixed custom-field automation action for checkbox custom fields.
  • Added an ability to link tickets to existing Jira issues
  • A bunch of inline image processing fixes
  • Can now set ticket close-date to a past date
  • "Resolved date" field is added to "get tickets" API
  • Sections and categories merged to one grid
  • Fixed basic-auth for "Send HTTP Request" automation rule.
  • Fixed: when tech forwards an email to helpdesk software, and "allow unregistered" is off - emails were lost
  • Fixed: KB attachments were shown to technicians only
  • Added additional logging to Jitbit CRM integration
  • New automation trigger "new reply from ticket submitter"
  • User-autocomplete now works for non-tech users if win auth is enabled for regular users
  • Unique asset names enforcement
  • Fixed broken images in some emails.
  • Fixed grid sorting by custom fields
  • Ticket grid filter - supports multiple statuses now
  • File upload fix for IE10 and earlier
  • A lot of performance and translation fixes

New in HelpDesk 8.8.8 (Aug 5, 2015)

  • User Lookup integration – lets you get additional user information from a remote service
  • Techs can now edit non-sensitive user information
  • New setting to disable autologin links in outgoing email notifications
  • Send HTTP request automation action now supports #params# in URL too
  • Option for basic authentication in Send HTTP Request automation
  • Don't show "company" link in the grid for regular users.
  • Fixed authorization for GetFieldsForCategory API method
  • Slack integration fix
  • Ticket-forward: supports formatting, rich-editor
  • Fixed IIS6 compatibility
  • Fix for inline images pasting
  • Added a new filer feature: "Only tickets I'm subscribed to"
  • Added priority to ticket CSV export
  • User auto-complete textbox now also searches by company name
  • Added Polish translation
  • Added user edition to the deletion log
  • Various translation, performance and UI fixes

New in HelpDesk 8.8.7 (May 18, 2015)

  • 10x performance improvements in some areas
  • Fixed "Send email to assigned tech" action with "Ticket is created" trigger
  • Fixed assigning tech on ticket creation
  • Automation rules: Mark ticket as anwered action
  • Automation rules: Ticket is updated by tech condition
  • Fixes empty monthly report email
  • Fixed the extra space added to ticket replies
  • Removed the confusion of preselecting the default custom fields options on search and reports
  • Possible fix for unicode issues in automation rules
  • Fixed "Custom field equals" automation condition with checkboxes
  • Fixed inline image stretching
  • SAML fixes and improvements
  • Fixes assets custom fields were not showing in grid
  • Important security fixes

New in HelpDesk 8.8.6 (May 18, 2015)

  • Fixed ticket numbers update on grid autorefresh
  • New stats-engine. Show actual ticket numbers for non-admin users according to permissions.
  • HTTP-request automation action, Hipchat and Slack integrations is now async to prevent blocking execution
  • Fixed the bug when users were unable to sign into the mobile apps with Windows (AD) authentication
  • Send cookies with 'secure" flag if the client is on SSL
  • New report - "Deletion log". Contains entries of all destructive actions like deleting tickets, categories, custom fields, users, companies, etc.
  • Fixed the bug when users couldn't edit companies with CRM integration enabled
  • Option to strip attachments from outgoing email notifications
  • Autlogin link generator in the help manual
  • New API method: UserByEmail
  • New API method: GET CustomFieldsByCategory
  • Fixed attachment links in the API
  • Mark as spam API method
  • Added full ticket URL to the GET Ticket API method
  • Added ViewingTechNames to the GET Ticket API method
  • Tons of performance improvements
  • Translation fixes

New in HelpDesk 8.8.5 (Apr 8, 2015)

  • Ticket grid auto-refresh
  • GitHub integration
  • Ticket-creation permissions for ticket categories
  • "Unassigned" menu item
  • Importing email messages every 1 minute (was - 5 minutes)
  • Technician stats report now shows tickets closed within the date-range, and tickets that stayed active within the date-range
  • Editing ticket subject & body is now logged on the ticket timeline
  • New favicon
  • Zapier integration
  • Fixed the bug when manager was able to create tickets on behalf of any arbitrary email
  • Advanced search - search attachment names
  • Canned response auto-complete (press ';' while typing a reply)
  • KB export to CSV
  • Added an option to send welcome emails to the imported users
  • Updated German translation
  • Added Dutch translation
  • Redirect users to a custom login URL (optional setting)
  • Automation rules:
  • New condition "Submitter email contains"
  • Added #from# template to http-request POST action
  • New trigger: "ticket status has changed"
  • "Set ticket dues date" automation action now support "days - hours" time
  • API:
  • Added more details to GET Ticket API method (category name and assignee's user info)
  • New API method: GET TicketCustomFields – returns custom fields along with their values
  • Added attachments to the GET Ticket API method
  • New API method: SetPriority
  • New API method: SetCategory
  • New API method: GET TechsForCategory
  • New API method: SetAssignee
  • Submit ticket on behalf

New in HelpDesk 8.8.4 (Feb 10, 2015)

  • Overdue automation now works after 2 hours (was - after 1 day)
  • New automation trigger: Ticket category changed
  • New automation trigger: Ticket is assigned to a user
  • Automation condition: Ticket is unassigned
  • New automation action: Mark as unanswered
  • Slack integration
  • Jira integration improvements and fixes
  • Bitbucket integration improvements
  • Techs should be able to move tickets to any category despite permissions
  • "Mark as spam" now respects "Restrict ticket deletion to admins only setting"
  • KB search improvements
  • Fixed file upload for long file names
  • Compatibility with old IEs fixes
  • Other fixes and improvements

New in HelpDesk 8.8.3 (Dec 23, 2014)

  • Lots of minor bug fixes
  • Huge performance improvements in some areas
  • Many localization fixes (mostly German, Arabic and Portugese)
  • Fixed a bug with datepicker and custom fields on the new ticket form
  • Attach Dropbox files when submitting a ticket
  • Fixes and improvements in Jira Integration
  • Appearence customization improvements – if you use custom colors and a log, the app looks way better now
  • "Handled by" added to the sidebar filter
  • API method GetAvailableStatuses now respects permissions for techs only custom statuses
  • API methos POST Ticket now returns the created ticket ID

New in HelpDesk 8.8.2 (Dec 3, 2014)

  • Automation rules fix for "any" condition match type
  • Automation rules - add subscriber and send email to user fixed when multiple entries added
  • New automation action "Reopen ticket"
  • New automation condition "Body contains"
  • Dropbox integration
  • API method "CreateUser" now accepts "company" parameter
  • New API method SetCustomField (see the docs)
  • New API method AttachFile (see the docs)
  • SAML fixes
  • Added the ability to select date range in "User Statistics" and "Company Statistics" reports
  • Added due date to the sidebar filter
  • Fixed the bug when user profile edition by an admin caused the signature and the greeting to be lost
  • Improved accessibility for screen readers
  • "Close" button renamed to "Close ticket" (users confuse it with "close window")
  • Search results now respect custom fields "show in grid" setting
  • Many translation fixes
  • All excel exports are now CSV based: fixes a lot of errors with Excel and adds Google Docs compatibility
  • Fixed the mandatory custom fields check before closing a ticket

New in HelpDesk 8.8.1 (Dec 3, 2014)

  • API compatibility with the new mobile apps
  • Automation rules: match all, any or none of the conditions
  • Firefox KB redirect fix
  • "Reply & close" was sending techs-only comments to everyone
  • "Handled by me/Submitted by me" numbers corrections
  • Preserve formatting (spaces and tabs) when posting comments
  • AD fixes when username is returned as "System.Byte[]"

New in HelpDesk 8.8 (Oct 9, 2014)

  • Hipchat integration
  • Bitbucket integration
  • Jira integration
  • Custom fields for assets
  • Quick paste a KB article link when writing a reply to a ticket
  • "For technicians only" attribute for custom statuses
  • Fixed ticket closed notification when pressing "Reply & close" button
  • Fixed when closed notifications are enabled and "reply&closed" is pressed attachments are not coming out in notifications
  • Added support for ticket submitter's #FirstName# and #LastName# in canned responses
  • Techs now can delete attachments
  • Fixed "Set status" automation action
  • Group automation rules by trigger type
  • Reorder automation rules
  • New automation action: "Close ticket"
  • If reply-to is set in incoming email - make it user's address
  • AttachFile API method
  • DeleteTicket API method
  • New API method GET Stats (returns ticket count stats)
  • API method GET Categories now respects permissions
  • Fixed "Handled by you" view mode in API
  • Technicians have access to "tech-only" KB-articles in their categories only
  • Passwords now have to be at least 8 characters long
  • Added client-side validation to most forms
  • Techs can now edit their own comments
  • "Ticket has been reopened" comments are no longer for techs only
  • When importing users from CSV update existing ones by email address instead of ignoring
  • Fixed the mobile version for bigger smartphones
  • Fixes to "Email already taken" error when Windows auth is used

New in HelpDesk 8.7.5 (Oct 9, 2014)

  • Fixed design when avatars are disabled
  • Allow regular users to edit their signatures
  • Allow managers to close tickets
  • Fixed ticket grid sorting for various dates
  • Regular user no longer can change custom statuses
  • Do not show the ticket itself when closing as duplicate
  • Updated French localization

New in HelpDesk 8.7.4 (Oct 9, 2014)

  • Azure Fulltext compatibility
  • Big search box on KB index
  • "News" feature is removed
  • Custom report: group by tags
  • Custom report: sort output by total count
  • Show usernames of techs that are currently looking at a ticket
  • Automation Rules: "Ticket is unanswered" condition
  • Automation Rules: "X hours before overdue" condition
  • New setting: Disable ticket confirmation notification
  • Regular users cannot add/remove subscribers
  • Better similar articles from KB search
  • Ability to add time to due date
  • "Close ticket as a duplicate" button
  • Redesigned ticket toolbar
  • "Reply & Close" now sends "Close" notification only AND includes the reply text
  • Search KB by tag. Other KB search fixes
  • Showing KB-article tags in search results, and KB-category lists
  • Redesigned Activity Feed in the ticket view
  • Fixed unicode in canned responses
  • Show "submitted by you" to regular users when "see everyone's tickets" is enabled
  • Show time for ticket creation date in grid
  • Helpdesk now supports all timezones in the world
  • Limit ticket forwarding to 3 addresses max (to protect from spammers)
  • Tons of other fixes: security, performance, translations etc.

New in HelpDesk 8.7.3 (Jun 12, 2014)

  • Lots of Windows authentication fixes
  • Confirmation when leaving KB-editing page with unsaved changes
  • Fixed editing "custom field equals" condition in automation rules
  • Mark mandatory custom fields with asterisk in the ticket view
  • Fixed KB tags permissions issue
  • SAML 2.0 support (single-sign on)
  • Closed tickets are no longer displayed as overdue
  • KB print styles
  • Various user profile edition page improvements
  • Respect custom field grid visibility in search results
  • Autoreply detection fixes (German/Dutch/Spanish out of office)
  • Lots of translation fixes (all languages)
  • Admin section: added interactive tutorial
  • Tons of bug fixes and improvements

New in HelpDesk 8.7.2 (May 21, 2014)

  • Every "Send email to..." automation action now supports custom subjects
  • Lots of fixes in email checker and parser
  • Dates and times in notifications now uses system language and culture
  • Fixed Excel export in Summary report
  • Fixed an issue, when a message got cut in the middle by the email parser
  • Performance improvements and tons of minor bug fixes

New in HelpDesk 8.7.1 (May 7, 2014)

  • Translated to other languages everything that wasn't translated before (except the admin panel)
  • KB articles list redesign
  • Include all replies when forwarding a ticket
  • Tickets are now linked automatically after cloning
  • Fixed “Hide powered by” setting
  • Improved checkbox custom fields view in ticket details sidebar
  • Refresh comments every time ticket details change
  • Fixed a bug with corrupted mail attachments in email notifications
  • Ticket "start time" is set on first reply from any tech user
  • “Add related asset” automation action
  • Hide tickets and recent notes in user profiles if viewed by non-tech user
  • Ticket-submitter can close his ticket at any point
  • Total tickets number is not shown to non-techs users now

New in HelpDesk 8.7.0 (Apr 9, 2014)

  • Ticket ID is now formatted like this "{10231}" in email subjects
  • Pretty "recent messages" formatting in emails
  • New automation action - "Set ticket status"
  • New automation action - "Send email to particular user"
  • New automation action – "Notify all techs in ticket category"
  • When category changes - the app now send an email using "new ticket" template to the new category technicians
  • New setting – "Notify all techs when another tech takes a ticket"
  • Fixed “custom field equals” automation condition
  • "Reply and close" assigns the replier to the ticket (if no one assigned)
  • Do not send new-ticket confirmation email if the ticket is created on behalf
  • Ticket repetition setting: "Reopen the original ticket, instead of creating a new one
  • Added an option to group by user's department to Custom Report
  • Adding attachments with proper mime-type (possible fix for corrupted mail attachments)
  • Spanish translation improvements

New in HelpDesk 8.6.2 (Mar 4, 2014)

  • IMPORTANT:
  • As of version 8.6.2 we've migrated Jitbit Help Desk to ASP.NET MVC 4 to increase security and performance. So upgrading from earlier versions requires you to update your "web.config" file:
  • Locate the web.config file in the app folder
  • Open it for editing and save the database connection string, and section, as well as any other settings you edited by hand.
  • Overwrite the file with the new version of it from the downloaded archive
  • Restore your database connection string, authentication tag and other custom settings in the new file
  • Other changes in this version:
  • New Helpdesk widget for your web site
  • Lots of performance improvements
  • “Do not reopen tickets when a new reply is posted” setting now works for all replies, not just the ones that are submitted via email
  • Fixed a bug with multiple “Add subscriber” automation actions
  • Better distinction between subject and body in ticket edition mode
  • Always show “Takeover” button, when there is no one assigned
  • Fixed an API bug in SetCustomFieldValue with combo box

New in HelpDesk 8.6.1 (Jan 15, 2014)

  • Improved "Someone wrote a reply while you were typing" workflow
  • “Do not reopen tickets when a new reply is posted” setting now works for all replies, not just the ones that are submitted via email
  • Ticket search performance improvements
  • Better distinction between subject and body in ticket edition mode
  • Added recent ticket statuses to user tooltip
  • Always show “Takeover” button, when there is no one assigned
  • Fixed an API bug in SetCustomFieldValue with combo box
  • Other improvements and bug fixes

New in HelpDesk 8.6.0 (Dec 28, 2013)

  • Show if other techs are currently viewing a ticket
  • "Ticket closed" email template
  • Email template tags are now supported in automation rules notifications
  • Added "status is" condition to automation rules
  • Added automation action "send email to assigned tech"
  • New automation action "Add subscriber"
  • New automation rules trigger: “New reply is added”
  • Ability to schedule summary report
  • Custom report – group by priority
  • Brought back recent activity to user profile
  • Tons of email related fixes
  • API: AddTicketFromEmail does not require a user to be created beforehand
  • API: ChangeCategory method
  • New ticket: save custom field values between category change
  • Fixes KB tags issues
  • Added full non-relative date and time to the title attribute of a comment date
  • showing detailed comment timestamp under the "info" button
  • Copy custom fields when cloning a ticket
  • Ability to import tickets from Zendesk
  • Prevent duplicate notification when "reply & close" is used, correct ticket status in notification when reply & close" is used
  • Do not show techs only ticket attachments to regular users
  • Added "Mark as spam" bulk action

New in HelpDesk 8.5.0 (Sep 16, 2013)

  • Working hours setting
  • Calculating response time and duration in summary and response speed reports within business hours
  • Automation Rules actions "Set custom field value"
  • Option to forward ticket along with its attachments
  • New reply templates UI, ability to edit templates
  • TO-recipients are added to subscribers - like it was before
  • Group by custom field values in custom report
  • Ability to create user right from the subscribers area – just enter an email address and press "enter"
  • Export tickets to CSV
  • Import tickets from CSV
  • Admins can now edit the close date
  • Do not show phone numbers to non-techs
  • Allow to sort the tickets grid by company name
  • Setting due date right from the ticket creation page (for technicians only)
  • No more news on the new-ticket page
  • Added ticket number to print view
  • New API methods
  • Brought back full version on iPad
  • Refresh custom fields after category change
  • Hebrew translation fixes
  • Forwarding tickets: now sending out HTML emails, to prevent formatting loss

New in HelpDesk 8.4.0 (Jul 3, 2013)

  • Redesigned user profile – showing tickets without comments
  • Reorder KB articles
  • Showing company notes in the user profile
  • Respect tech's permissions in "recent comments" in user profile
  • New company field - "Notes"
  • Company dashboard
  • Optionally disable email-notification when creating a ticket on behalf
  • Ability to change "for techs only" property of a KB article while editing it
  • Fixed JS errors in IE8
  • Hide "spam" button when using windows auth
  • Updated Danish translation
  • Changed links colour in email templates to blue
  • Fixed inputs on registration form
  • Fixed issues with AdBlock
  • Category permissions quick users filter
  • Admin - "set to my timezone" button.
  • Reorder custom fields with drag and drop

New in HelpDesk 8.3.0 (Apr 29, 2013)

  • Show overdue tickets in "unanswered" tab
  • Ability to create KB articles for techs only directly without creating a ticket first
  • Respect techs permission for techs only KB articles (do not show articles he has no permission to see)
  • Fixed "Restrict ticket closing to Technicians only" setting
  • API compatibility with Helpdesk for iOS 1.1
  • Do not reset the view mode when clicking on a tag
  • Do not auto close a ticket when due date is set
  • Fixed BBCode tables in email templates
  • ticket submitter always gets autologin urls in all notifications
  • Fixed due date editor
  • Case insensitive custom fields values comparison in automation rules (fixed checkbox custom fields)
  • Allow managers to submit tickets on behalf of his company users
  • Showing latest news on the new ticket creation page
  • New setting "Do not add recipients from CC and TO fields to subscribers"

New in HelpDesk 8.2.0 (Mar 25, 2013)

  • Ready for the upcoming helpdesk iOS app
  • Ability to remove "ups by cust" and "upd for tech" badges to remove tickets from the "unanswered" tab without closing them
  • Saving filter parameters and selected category between page refreshes
  • Added "reply above this line" to emails for better quoting-removal
  • Allow techs to select an assignee on ticket creation
  • "Multiline text" custom fields
  • Technician replies, customer replies and "internal" technician replies are now colored differently.
  • "Tickets from Company" filter on the homepage
  • Now you can see the "To" and "cc" header if a ticket or reply was imported from Email
  • Save user notes from popup
  • #TicketID# tag for email notifications - outputs the ticket's unique ID number in the helpdesk system
  • Performance improvements
  • New setting - "Disable automatic 'time-spent' timer on the ticket page"
  • Clear assignee when moving a helpdesk ticket between categories (if no permissions in the new category)
  • No bbcode from the API methods, convert everything to html
  • Added Due-Date to the ticket-summary report
  • Ticket Auto-Close module timeout fixes
  • Allow to save more than 24 hours "ticket time spent"
  • Fixed user popup for regular users
  • Ability to remove help desk logo from settings
  • Better article editing in KB

New in HelpDesk 8.1.0 (Mar 5, 2013)

  • Per-category custom fields for tickets
  • Inserting images into new tickets and replies "From my computer"
  • Inline images when creating KB articles
  • Ability to set up an email domain for any company. For example, company "A" has "a.com" as the email domain, if a new user with email "[email protected]" creates a ticket, he will be registered with company "A" automatically.
  • New category setting "from address". Lets you use a different "from" email address for all outgoing notifications from tickets in a category
  • Lots of new API methods. Check out the api docs
  • Enhanced time tracker. "time spent" is now calculated and saved automatically for all tickets unless cancelled
  • Summary report multiselect for priority & status, filter by "date closed"
  • Merge now combines subject and sums "time spent"
  • You can put any valid email address when submitting a ticket "on behalf" of someone, it will automatically create a news user (if not found)
  • Autocomplete for non-tech users shows only people from the same company
  • New setting to include custom CSS rules to customise Helpdesk
  • Showing ticket details in the mobile UI
  • Mobile UI fixes for resize on orientation change
  • Support tickets "Assigned to me" in mobile helpdesk interface
  • New automation condition type "if ticket comes from company"
  • "Add tag" automation action
  • Fixed login issues some users had
  • Do not send "category changed" notifications to admins
  • Windows Azure compatibility
  • Do not send welcome email to users auto-created from email, because they have autologin anyway
  • Printing multiple tickets from grid
  • Client-side validation in new ticket form
  • Now only admins can delete articles from KB
  • Stats numbers improved, correct tickets count in the nav bar
  • New ticket page IE7 fixes
  • Fixed "email admins" automation action
  • Fixed ticket forwarding to a username

New in HelpDesk 8.0.1 (Jan 23, 2013)

  • Fixed a bug with duplicate entries in users autocomplete
  • Possible fix for corrupted email subjects in rare cases
  • Fixed new ticket button - correct redirect from admin pages

New in HelpDesk 8.0.0 (Jan 22, 2013)

  • SLA and Automation rules
  • Moved sorting to the sidebar, added ability to sort by "From" and "Ticket number"
  • Added ability for a user to select what columns to display in grid
  • Embedded image attachments from email are now embedded to tickets. Support for "[img]att123[/img]" bbcode tag
  • Improved usability on the categories page in the admin panel
  • Lots of fixes in the incoming mail checker (mostly for the new version of Outlook)
  • "Mark ticket as spam" button in toolbar
  • Do not delete reply content when there were an error while posting it
  • User now cannot select company when registering
  • AppURL setting in web.config, which overrides Helpdesk URL in all outgoing email notifications (manual)
  • Search permissions fixes
  • Fixed a bug with checkboxes in a comment subscribers section when clicking "for techs only"
  • Techs are allowed to create new users (they need for the "onbehalf" feature)
  • Fixed "view" button on edit user page
  • Fixed sync from AD button
  • Fixed custom fileds design on the new ticket page
  • Translation fixes
  • Added apple touch icon for all devices
  • Hide green new ticket button on a new ticket page to avoid clicks by mistake
  • Sending welcome email when a user is created from incoming email
  • Show tickets filter on the main page for techs only

New in HelpDesk 7.5.4 (Dec 17, 2012)

  • Fixed "view" button on edit user page
  • Fixed sync from AD button on edit user page
  • Fixed custom fileds design on the new ticket page
  • Russian translation fixes
  • Fixes "dangerous request" on ticket-forwarding
  • Cleaned up translation resources
  • Fixed new KB article creation
  • Updated project for VS 2012
  • Show tickets from the same company in the search results if the corresponding setting is on
  • Fixed sorting by "updated" filed in tickets list

New in HelpDesk 7.5.3 (Dec 7, 2012)

  • User edit form improved and re-designed
  • Show similar articles from Knowledge Base on ticket page
  • Option to repeat ticket on work days only
  • Removed "disable welcome email" setting, instead - checkbox "send welcome email" on the user creation page
  • Better incoming email parsing, saves spaces
  • Renamed "Reports" to "Reporting" - to prevent helpdesk conflicts with SQL Reportng Services
  • Improved Knowledge-Base article creation process.
  • Fixed "String reference not set" error when creating a user with Windows Authentication enabled. Also, no "login/password" in welcome email for Windows Auth
  • Fixed "dangerous request" error when adding news to helpdesk
  • Added "Change category" to the ticket actions popup in the tickets grid
  • Fixed new ticket button on admin pages
  • Fixed permissions in ticket actions popup

New in HelpDesk 7.5.2 (Dec 3, 2012)

  • User-profile page translation fixes
  • Fixed escalation
  • "Username or email" on login form
  • Checkbox custom fields now cannot be mandatory (because it's doen't make sense)
  • Non-tech users cannot change their company
  • Faster technicians report
  • Sort search by relevancy, more accurate results
  • Nice error messages in API-service
  • Login form UI improvements
  • New API method - "GetTicket"
  • Sorting tickets grid by custom fields
  • Speed & Dynamics report: period length validation (error if more than a year selected)
  • "Time zone" instead of a non-intuitive "server offset" in settings
  • Search - return custom fields that have "show in grid" set only
  • "Forward ticket" improvements
  • Not resetting comments box when editing tickets details.
  • "add user" form improved - password field not shown if AD-auth
  • Showing names of a browser and OS instead of user-agen string in user's profile
  • remember sort column in cookies
  • Added validation message on unsuccessful login
  • Removed "max attach size" setting
  • Client-side category validation on "new ticket" page
  • Fixes big images overflow in ticket text
  • Added the tag filter into Summary Report
  • Priority field is back in the support widget
  • Set updated by customer badge when a non-tech user writes a reply
  • Google attach fix
  • File upload design improvements

New in HelpDesk 7.5.1 (Nov 1, 2012)

  • Increased the quality of search results
  • Fixed the error when saving a user profile with empty department field
  • Added "containing text" filter to summary report
  • Added missing translations

New in HelpDesk 7.5.0 (Oct 30, 2012)

  • Ten times faster search, searches in ticket replies as well. Uses fuzzy search algorithms instead of looking for an exact match. You need to install Full-Text Search on your SQL Server for it to work, here is the manual.
  • Do not add people from "TO" address to the ticket, only from "CC" (incoming emails)
  • Failed notifications queue - notifications, which were failed to sent, are not dropped, but saved and resend later.
  • Reply templates (canned responses) are now shown only to techs
  • User's greeting template - like signature, but in the begining of the reply.
  • Custom report builder - build custom reports with the data you need
  • Is Manager user attribute - can see tickets from others from the same company
  • Showing "Are you sure you want to leave" box when unsent reply is typed in on the ticket page
  • New user field "Department"
  • Bug fixes and UI improvements

New in HelpDesk 7.4.1 (Oct 17, 2012)

  • Fixes bug in the summary report
  • UI and localization fixes
  • New custom field type "checkbox"

New in HelpDesk 7.4.0 (Oct 17, 2012)

  • Improved UI in all reports
  • Added "Distribution of tickets per day of week" and "Distribution of tickets per hour"
  • Renamed dynamics report to "Tickets per day"
  • New report "Response speed" - average response and resolution speeds
  • New better search UI
  • New email templates. New "Welcome" template, new "ticket confimation" template.
  • Sorting in the tickets grid now applies to all tickets, not only to the ones, which are currently shown
  • Active Directory avatar improvements and fixes
  • Comment templates are now inserted at the current cursor position
  • Do not show techs only categories (and articles in them) in the KB for non-techs
  • Russian language fixes
  • Disallow public publishing to KB in the tech only categories
  • Better quoting removal
  • Showing unanswered tickets number in the submenu.
  • Techs are now allowed to edit tickets
  • Refresh techs list on category change

New in HelpDesk 7.3.1 (Sep 20, 2012)

  • Improved email-checker (quoted-emails remover)
  • Mobile UI improvements
  • "disableUselessMessageFilter" web.config setting
  • Minor fixes on the "new ticket" page
  • Minor KB fixes
  • Minor UI fixes
  • Google-drive attachments in ticket-emails
  • "thumbnailPhoto" field for Active Directory avatar integration
  • Ticket-categories drop-down in mobile UI
  • Localized priority description in ticket-details
  • Fixed login page on Android
  • Made the helpdesk header more compact in the mobile UI, other mobile fixes
  • New installer for the self-hosted version

New in HelpDesk 7.3.0 (Sep 14, 2012)

  • Helpdesk now has a mobile UI. Just open it in your smartphone's browser
  • Fixes "Wrong captcha" error on registration
  • Fixed bug - user was getting a ticket confirmation only when "send technicain notification" is true
  • Note templates added ABOVE the existing text
  • "#unsub#" alias for #unsubscribe# command in email API
  • Avatars from Active Directory
  • Summary report excel now contains ticket body
  • "Assign Technician" is a dropdown list, like it was before. No "suggestion box"
  • Ability to see who got email notification for each comment
  • Ability to attach Google Drive documents (Google Docs) to tickets
  • Built-in spam-filter improved, no longer deletes useful messages
  • Ability to add a note to the ticket creation page

New in HelpDesk 7.2.2 (Aug 20, 2012)

  • Fixed ticket re-opening on replies via email
  • Fixed quick users search in the admin interface
  • Fixed AD sync error on user edit page
  • Show "updated FOR techs" tickets on the "unanswered" tab
  • #unsubscribe# email api now works only for techs
  • Techs now can't edit their own permissions

New in HelpDesk 7.2.1 (Aug 10, 2012)

  • Minor UI fixes
  • DB upgrade script fix
  • User-search fix
  • Fixes "email already taken" error when using helpdesk with Active Directory
  • Improved email handler: loop-emails, auto-reply filter etc.
  • Not adding empty comments from incoming emails.
  • Bugfix: closing tickets in the non-hosted version.

New in HelpDesk 7.2.0 (Aug 9, 2012)

  • When sending confirmation email to ticket submitter - he gets an "autologin" URL, so he does not have to enter username and password
  • Technicians report - export to excel
  • "Set ticket custom field" in API
  • Autolgin bruteforce protection improved
  • Fixes bug in custom statuses dropdown list in IE8
  • Return ability to unassign user from ticket
  • Per-user language setting fixed
  • Remembering selected tab in the tickets list
  • Pop up for bulk actions in the tickets list
  • Better "more tickets" button behavior
  • Added some new help pages, revised some existing help
  • "Assign ticket to " textbox shows technicians from particular category only
  • "Sync user from AD" fixes
  • BBCode list support fixes
  • "XX Time Ago" for date fields in tickets
  • Showing custom fields values in the search grid
  • Added favicon
  • Fixed "More tickets" button when viewing support tickets in a particular category/department.
  • New setting - "do not auto-reopen a ticket when customer send a reply via email"
  • New setting "Notify ALL technicians in a category when ticket-submitter posts a reply
  • "Time spent" stopwatch not shown if ticket closed
  • Helpdesk name is now shown instead of the default logo
  • Killed a feature - increasing email-checker interval on errors. Not any more.
  • "Assigned to" is properly refreshed now when the assignee changes
  • Refreshing tech-suggestion list after changing a support-ticket category
  • #unsubscribe# command for email API - removes a user form ticket subscribers (fixes #336)

New in HelpDesk 7.1.13 (Jul 5, 2012)

  • Correct page titles
  • Not showing techs only comments to normal users
  • Viewing reports now requires user to be tech
  • New ticket button is not displayed for anonymous users when guest posting is disabled
  • Fixed datepickers on techs report
  • Nice error message when KB ticket is not found
  • Check user access permissions to view the ticket
  • Suppressed 404 error for missing favicon
  • Fixes normal user's (non-tech) permissions

New in HelpDesk 7.1.12 (Jun 29, 2012)

  • Reset "is tech" cache on logout
  • Improved "ticket not found" behavior, merge-redirect fixes
  • Bulk actions in tickets grid are allowed to admins only
  • Cloning ticket fixed. Also, cloning allowed to ticket owners as well (not just tech users)
  • Reset "allowed categories" cache on logout
  • Small date range fix
  • Summary report fixes
  • "From user" filter fixed
  • Saving search criteria after form submit
  • Search export to csv
  • Unassigned filter fixed
  • Assign to tech fixes
  • Fixed JS error in IE upon clicking "More"
  • Nice error messasge when closing ticket with unset mandatory fields
  • Dynamics report fixed
  • Security fixes - now all pages are allowed for anonyous users
  • Ticket details fixes
  • "Reply and close" fixes
  • Showing fullnames in suggest-popups
  • Redirect to login from GetAttachement when unathorized
  • Fixes wrong Attachment date and time
  • Fixed quick search by ticket number
  • Fixed paging in admin users page

New in HelpDesk 7.1.11 (Jun 22, 2012)

  • Windows auth fixes, logout button visibility fixed
  • Ticket list tabs visibility for regular (non-tech) users fixed
  • Reset "is tech" cache on logout
  • Improved "ticket not found" message, merged-tickets redirect improvements

New in HelpDesk 7.1.1 (Jun 21, 2012)

  • Minor multi-language fixes (raw html) on the support ticket page

New in HelpDesk 7.1.0 (Jun 21, 2012)

  • CSS fixes, file-upload visual improvements, KB file upload design fixes
  • Translation fixes
  • Inline custom fields editing on the ticket page (ajax)
  • New email template tag #Attachement# that shows a list of all ticket's attachements with upload dates and links
  • ASP.NET MVC engine - please read the upgrade notes carefully!
  • Knowledge-base fixes
  • Tag fixes on the front page
  • Lots of minor fixes

New in HelpDesk 7.0.8 (May 26, 2012)

  • Hosted version improvements
  • New setting - "Assign the first replying tech as a ticket-tech" (default ON like before)
  • Error messages in ViewIssue
  • New email message for the category change event
  • KB buttons visibility (techs only)
  • "Welcome" email fixes
  • Importing assets from CSV
  • Details time labels in the attachments list
  • Processing incoming email attachments fixes
  • File-upload visual improvements, KB file upload design fixes

New in HelpDesk 7.0.7 (May 21, 2012)

  • Incoming email processing fixes
  • Fixed searching by tags in the summary report
  • Not hiding "Get help", when hiding "powered by"
  • Consistent styling for help pages
  • CC-addresses from incoming email are now correctly added to the incoming tickets as subscribers
  • CSV import fixed (empty company name)
  • Updated Danish translation
  • KB button in widget popup, popup UI fixes, "Haven't found the answer? Create a ticket" button in KB
  • New google-voice api: null phone-number workaround
  • Tech-user popup in ticket search results
  • User popup redesign (showing fullname in brackets, name is a link to profile)

New in HelpDesk 7.0.6 (May 15, 2012)

  • Cloning Tickets
  • Critical fix for Internet Explorer

New in HelpDesk 7.0.4 (May 14, 2012)

  • Security improvements
  • Fixes comments edition in KB
  • "Show in grid" custom field setting
  • Reduce the scope of similar tickets search on new ticket page if category is chosen
  • Added "Status" column to the summary report
  • Export search to CSV
  • Avatar for system comments
  • Assign, close, merge, delete tickets in the search page, other search improvements
  • Mail quoting removal fix
  • "More" button fixes
  • Link to the search page on search icon
  • Search by tag in Ticket Reports and Search
  • "Hide powered by" now works in the self-hosted version as well
  • Mail loop prevention improvement
  • Force off compatibility mode in IE
  • User signature
  • Fixed Admin "new ticket" notification when Tech-notifications are disabled
  • Fixed attachements import from Messages from Outlook
  • Show private KB articles in suggested tickets in newIssue for techs
  • Technician statistics report fixes

New in HelpDesk 7.0.3 (Mar 31, 2012)

  • Improved custom fields search
  • Lots of visual fixes and improvements
  • Rebinding comments and subscribers after assigning a support tech to a user
  • Added feature to "de-assign" a tech from a support ticket (clear the "assigned to")
  • Fixed "more" buttons for custom statuses
  • Removed unused assets from the project
  • Fixed dutch and danish translation

New in HelpDesk 7.0.2 (Mar 21, 2012)

  • Preventing "dangerous request" error on forward ticket page
  • Fix: no custom fileds in "new ticket" email notifications
  • Correct "Tab" key on New Ticket page
  • Redesigned login screen
  • UI fixes
  • "More" button
  • Windows-authentication fixes
  • Translation improvements
  • Improved custom fields search (non-exact match)

New in HelpDesk 7.0.1 (Mar 17, 2012)

  • Lots of minor visual fixes
  • Performance improvements

New in HelpDesk 7.0.0 (Mar 17, 2012)

  • Major redesign
  • Huge overall performance increase
  • Lots of bug fixes

New in HelpDesk 6.2.6 (Mar 6, 2012)

  • Fixed sorting by ticketId
  • Improved email loops prevention
  • SMS improvements
  • Recent comments from user shown to admins/techs only
  • IE9 autocomplete improvements
  • Not sending escalation notes late at night and weekends fixes

New in HelpDesk 6.2.5 (Feb 24, 2012)

  • Performance improvements
  • User manual improvements
  • Fixed - admins received notifications even with the disabled email setting
  • Ticket-filter stays open after filtering
  • Email-looping prevention improvements
  • Support widget ticket-creation form now shows important fields only. Simplified user experience.
  • No more captcha on the ticket-creation form - intelligent antispam
  • Code-signing the trial version installer
  • Adding asset assignee on asset creation form
  • default value for quantity
  • linking assets to tickets
  • Assets page improved
  • Fixed - slow typing on an iPhone
  • Creating sample KB articles on first install
  • Due-date tooltip when adding a comment to a ticket
  • Recent actions by user
  • Auto-filling Gmail values when editing email preferences
  • Fixing "reply and close" when there're unset custom fields.
  • Tree navigation fixed when viewing tickets from particular company/user

New in HelpDesk 6.2.4 (Jan 31, 2012)

  • SMS notifications (for US hosted users only).
  • KB fixes and improvements, better performance. Added attachments for KB articles, stripped BBCode in previews
  • Custom fields fixes and UX improvements
  • Saving sorting direction in the tickets grid (ascending \ descending)
  • New setting "Always notify administrators about new tickets"
  • "Comment and close" button in the ticket view
  • Lots of improvements in mail sub-system: fixed body loss in some languages, added loop prevention, fixed messages duplication
  • Double mail-checker interval after 5 errors in a row, not in 3 like before
  • Gmail web-interface now shows HTML-version of a message

New in HelpDesk 6.2.3 (Jan 18, 2012)

  • Fixed "The member CompanyID of type System.Object cannot be used as a parameter value" error
  • Assets improvements
  • Categories tree - always shows all categories
  • Showing correct tag numbers in the tickets list
  • Tables support in wysiwyg editor
  • "Invalid cast" error fix
  • New-ticket page Windows-auth fix
  • KB redesign
  • Hosted version improvements
  • No notification for KB-only ticket creation
  • Added tag 6.2.3 for changeset 9bede495563b

New in HelpDesk 6.2.1 (Jan 9, 2012)

  • Source codes license fixes
  • Updated translations. Fixed user-popup in Firefox (encoding bug)
  • POP email module fixed (using an improved component)
  • Helpdesk now has a RESTful web-service for external app integration
  • Updated manual (API docs)
  • Performance improvements
  • Ticket-tagging improved
  • KB tag editor
  • "Close ticket" button moved to the right, after custom ticket status buttons
  • Minor UI tuneups
  • No more Ssl certificate validation errors or POP and IMAP
  • Ticket-list date sorting fixed for 12-hours clock regions
  • Search-box searches for username/email as well
  • Showing thumbnails for image-attachments in tickets
  • Client-side caching improvements for attachments and thumbnails
  • Double-click comments fix

New in HelpDesk 6.2.0 (Dec 27, 2011)

  • Mail-checker fixes and improvements
  • Datetime error on German locales fixed
  • Status filter fixed
  • General UI improvements
  • Quoted emails finder improvements
  • Redirecting merged tickets
  • Added "company" field to CSV import
  • Order tags in the sidebar
  • Login problems on iPhone fixed
  • Techs-only comments via email, closing ticket via email - improved
  • Fancy html emails, updated default email templates
  • IMAP fixes
  • Advanced tooltip when clicking on a user in a ticket: phone, ip, etc, prev tickets and the "view full profile" link
  • Processing only 5 messages at a time, timeout settings for IMAP mailboxes
  • Updated translations
  • Alphabetic sort for comment templates list, other template fixes
  • New jQuery 1.7.1
  • Removed "do you wanna take over the ticket" alert
  • Added plain text emails part (to fix email display on Blackberries etc
  • Search fixes
  • Inline Ticket editing
  • Lots of performance issues fixed
  • Showing similar tickets from KB, comparing by subj
  • Ticket-Escalator improvements

New in HelpDesk 6.1.9 (Dec 27, 2011)

  • Fixed JS error in report-summary
  • Showing tags in the Knowledge-base (both list and ticket)
  • "Save as" filename for image attachments
  • No tags for non-techs on new-ticket form, light redesign
  • Showing file date, performance improvements
  • Welcome ticket on the first run
  • Lots of visual improvements
  • Deleting tickets from grid fixes
  • Source-codes version improvements (updated Visual Studio project file)
  • User-autocomplete now searches email as well
  • Correct company-name in the email-templates
  • Updated manual (CRM integration)
  • Cross-page user sorting
  • Remembering the sort order in the ticket list
  • Resetting stats-cache when closing tickets
  • Added "#ticket#" tag to message subj on ticket forwarding
  • Date sorting is Search
  • Fixed - "techsonly" notes were sometimes sent to regular users
  • New comment-templates manager, names for comment templates
  • Slow typing on iPhones/iPads fixed

New in HelpDesk 6.1.8 (Nov 10, 2011)

  • Search UI redesigned
  • Search performance improvements
  • Old IE-versions support improved
  • AD_integration improvements and fixes
  • Simpler KB design
  • Auto-update in the tickets list
  • Many other improvements

New in HelpDesk 6.1.7 (Oct 28, 2011)

  • Fast-search box on the top
  • Lots of visual improvements
  • LOTS of minor improvements and bug fixes
  • Support-widget fixes
  • Tags-list on the home page

New in HelpDesk 6.1.6 (Oct 14, 2011)

  • Fixed mail-importer errors that prevented importing emails in some cases
  • Fixed the suggestion-box when changing the "from" user on the ticket page

New in HelpDesk 6.1.5 (Oct 10, 2011)

  • Ticket tags
  • Lots of more visual improvements
  • Performance improvements (e.g the ticket list's database backend is now 2 times faster)
  • Lots of minor fixes and improvements
  • New setting - "disable avatars"

New in HelpDesk 6.1.4 (Oct 3, 2011)

  • Fixed a minor error with the user-editing form

New in HelpDesk 6.1.3 (Sep 30, 2011)

  • LOTS of visual improvements
  • User-avatars (via Gravatar)
  • Mail-importer fixes (filtering out-of-office replies, notification issues)
  • Showing email in the users list
  • Improved subscriber editing
  • Lots of minor fixes

New in HelpDesk 6.1.2 (Sep 20, 2011)

  • Source code version improvements (solution file)
  • Some design-improvements on the Users page in the Admin panel
  • "Sync all users from AD" feature
  • Now a ticket does NOT change its status to "in progress" when a tech is assigned
  • Ticket-followers are now controlled by checkboxes, better usability
  • JavaScript fixes on the "new ticket" page
  • Nice "recent comments" rendering in email templates
  • More "readable" default email templates
  • Searching by ticket-ID now redirects to a ticket page right away

New in HelpDesk 6.1.1 (Sep 19, 2011)

  • sorting now work after clicking "more" link
  • Fixed assigning techs
  • Time-tracker fixes, tickets-list fixes
  • Changing ticket's user - suggestion box instead of the drop down
  • Hosted version improvements
  • Custom fields fixes
  • Lots of minor fixes
  • Date custom fileds now allow range search
  • Better charts
  • Improved search
  • Visual improvements
  • Nice warning message when closing a support ticket with unset mandatory fields
  • Showing company names in user-suggestion boxes
  • Helpdesk reports improved
  • Emailing the tech's name when submitting a ticket "on behalf"
  • Lots of visual improvements, logout/login buttons

New in HelpDesk 6.1.0 (Aug 31, 2011)

  • Due-date sorting fixes
  • Email settings moved to a separate admin page to optimize and simplify UI
  • Lots of UI improvements (better design, CSS3 features - shadows, rounded corners)
  • Messages from ticket-technician have different background for better readability
  • Separate email templates for "new ticket" message and updates to existing tickets
  • When submitting a support ticket "on-behalf" - user search box replaces simple drop-down
  • Search-results page now also allows deleting, linking tickets
  • Performance improvements (esp. the mail-checker thread)
  • Mail-importing fixes - no more adding extra line-breaks
  • Attachments are now sorted by filename
  • Lots of minor improvements

New in HelpDesk 6.0.9 (Aug 12, 2011)

  • Minor fixes
  • Ticket page visual fixes
  • WYSIWYG-editor fixes (JavaScript)

New in HelpDesk 6.0.7 (Jul 29, 2011)

  • New setting Users from same company can see each other's tickets
  • Lots of design improvements
  • Translation improvements
  • "http" is now parsed in custom fields and rendered as links
  • Summary report daes are now saved in cookies

New in HelpDesk 6.0.6 (Jul 7, 2011)

  • Fewer trial version restrictions
  • Improved search page
  • Performance improvements for the email-importing module
  • Multiple file attachments
  • Custom fields in the "summary report" shown correctly
  • User's company is now synced from AD as well
  • UI improvements onthe ticket page

New in HelpDesk 6.0.4 (Jun 20, 2011)

  • Improved error handler in email-importer
  • Number of "Recently viewed" tickets increased to 10
  • JavaScript editor fixes (when pasting from Apple-Mail and Outlook)
  • Slightly improved UI

New in HelpDesk 6.0.3 (Jun 20, 2011)

  • Minor Firefox CSS fixes for the "new ticket" button

New in HelpDesk 6.0.2 (Jun 20, 2011)

  • JavaScript fixes when adding a comment
  • Email-notifications issues resolved (sometime when a ticket is unassigned, the technician did not get email notifications)
  • Translation improvements
  • General minor improvements

New in HelpDesk 6.0.1 (Jun 20, 2011)

  • Simpler, improved interface, "Tickets" page is not the default page of the helpdesk app
  • "Unanswered tickets" filter - main technician's dashboard
  • Precise support time tracking - hours : minutes : seconds.
  • Automatic time tracking - a loggable stopwatch starts every time you open a support ticket
  • "Techs only" filter in the users list
  • Some SQL 2000 compatibility issues resolved (though we do not officially support SQL Server 2000)
  • Performance improvements
  • Attachments in incoming email-notifications - fixes and improvements
  • Category filter in the "dynamics" report
  • UI fixes on the ticket page, AJAX fixes (comments box was erased if you click some other button etc etc.)

New in HelpDesk 5.5.3 (May 30, 2011)

  • Fixed sending attachments in helpdesk emails
  • Lots of web-interface fixes and improvements
  • Multipage user deletion fixed
  • Escalation notes do not mess-up the "updated by" fields any more. Also, ticket-updates by non-technicians and non-submitters do not touch the "last updated" field any more.
  • User-creation improvements
  • Ticket-sorting fixes

New in HelpDesk 5.5.2 (May 5, 2011)

  • iPhone/iPad minor fixes when working with comments
  • Fixed saving the "User From-Name" setting to DB
  • Other minor fixes

New in HelpDesk 5.5.1 (May 3, 2011)

  • Ctrl+Enter fix
  • Some more visual improvements

New in HelpDesk 5.1.1 (May 2, 2011)

  • Ctrl+Enter fix
  • Some more visual improvements

New in HelpDesk 5.4.10 (Apr 11, 2011)

  • Improved & simplified category selector on the ticket-submission page
  • Fixed in the email importing engine
  • Improved helpdesk reports and knowledge-base
  • Improved ticket search (searching in multiple helpdesk-categories)
  • Ticket-page is now fully AJAX-ed (assigning tickets, changing category, submitter, etc)
  • CRM-integration fixes
  • New template "#Most_recent_message#"
  • Security improvements
  • Other improvements through the help desk software

New in HelpDesk 5.4.7 (Apr 1, 2011)

  • "More" button fixes
  • Adding subscribers fixed
  • Company column in summary report
  • JavaScript fixed on the ticket page (WYSIWYG editor fieed, suggestions engine)
  • Performance improvements
  • Security improvements
  • Confirmation on the "close" button when clsing a "new" ticket by submitter
  • Lots of minor fixes

New in HelpDesk 5.4.6 (Mar 22, 2011)

  • Jitbit CRM integration
  • List of companies in the system - in the admin panel
  • UI-design improvements (shadows)
  • New setting: "don't send escalation note to ticket submitter"
  • Lots of minor fixes

New in HelpDesk 5.4.5 (Mar 16, 2011)

  • Trial version fixes
  • Minor UI-improvements, translation improvements

New in HelpDesk 5.4.4 (Mar 14, 2011)

  • Companies report
  • Javascript fixed for the ticket page
  • Lots of huge performance improvements
  • No auto-closing tickets in custom statuses
  • Translation improvements
  • IMAP support
  • "last updated" date fixed
  • Correct handling of multiple "to" in incoming support emails
  • Server-time-offset fixes
  • Company name can now be added to email templates
  • Safari compatibility issues
  • clearing custom field values when changing its type to "selectioncombo"
  • BBCode parser improvements ([code])
  • High-priority incoming email result in a high-priority ticket
  • Fixed mandatory fields check when closing
  • Showing section in summary report

New in HelpDesk 5.4.3 (Feb 16, 2011)

  • Fixed filename when downloading attachments
  • Per-user language setting (in addition to the global setting)

New in HelpDesk 5.4.2 (Feb 14, 2011)

  • When ticket is assigned to a tech, status changes to "in-process" only if it was "new"
  • No email notification when ticket is re-opened via sending an email
  • Security improvements
  • Admins can now set user passwords
  • Saved replies (templates) are now appended to the text, instead of overwriting
  • Performance improvements, SQL-upgrade script improvements (backward compatibility with really OLD versions)
  • New-ticket page fixes (validation errors)
  • Support widget iPad/iPhone issues fixed
  • "Ticket has been taken" message is now posted on behalf of the helpdesk technician
  • When the help desk receives an email with CC-addresses in it - it adds them to the newly created ticket as "subscribers"
  • Auto-closing inactive tickets after X days
  • Performance improvements
  • CSV user import
  • Logging users IP addresses for agents convenience
  • User assets are now shown on his profile page

New in HelpDesk 5.4.0 (Jan 25, 2011)

  • Fixed the dynamics report error
  • Fixed redirecting to tickets list after closing
  • Helpdesk now keeps track of merged tickets, so no emails are left behind

New in HelpDesk 5.3.9 (Jan 24, 2011)

  • Improved new ticket notification format
  • Merge tickets improvements
  • Dynamics report correctly processes the ticket close date
  • Technicians report improvements
  • Closing a ticket redirects to the ticket list now
  • User search
  • Paging in the admin area users list

New in HelpDesk 5.3.8 (Jan 19, 2011)

  • More improvements in the quoted-emails parser
  • Removed confirmation on closing a ticket
  • Translation improvements
  • Removed the full-trust setting from web.config

New in HelpDesk 5.3.7 (Jan 17, 2011)

  • More improvements in the quoted-emails parser
  • Medium-trust improvements
  • New feature: removing subscribers from tickets. Some improvements when adding subscribers

New in HelpDesk 5.3.6 (Jan 13, 2011)

  • Says "today" for current date events
  • Improved quoted-text remover in the email-checker
  • New feature - "hide comment from the Knowledge Base"
  • Minor helpdesk UI-improvements
  • New settings "disable assets"
  • If a file attachment is being added via email - a notification is also being sent
  • Ticket page now uses AJAX and comes with improved performance
  • When adding comment, it's not being "re-added" to the "recent ticket comments" section of the notifications email
  • Occasional SQL timeouts in 5.3.5 fixed

New in HelpDesk 5.3.5 (Jan 10, 2011)

  • Minor Spanish translation improvements
  • Improved inline help
  • Fixed the occasional JS-error in the support widget under IE8
  • Fixed editing text-fields on iPad
  • Fixed the rare SQL issue with custom field names
  • No user-registration is sent when user is auto-created from the incoming email
  • Recent ticket history sent in the notifications formatted to look like quotes messages
  • Many general improvements
  • Fixed POP-email checker stops after being idle
  • Tickets list is now sorted by "last updated" by default - most recent tickets on top
  • Ctrl+Enter to add a message
  • Lots of UI-improvements, bigger fonts etc
  • When you add comment to a 'new' unassigned ticket, the helpdesk prompts it you want to take it over

New in HelpDesk 5.3.2 (Dec 22, 2010)

  • Dynamics chart now supports https
  • Hosted version fixes
  • Fixed error when helpdesk app-pool was stopping itself accidentally because of the internal thread error

New in HelpDesk 5.3.0 (Dec 22, 2010)

  • Recurring tickets - now you can schedule a repeating ticket
  • Fixed "potentially dangerous" error when submitting a ticket to the helpdesk
  • After editing a section - now redirects back to the list
  • Section is now shown when adding/removing category-permissions for a helpdesk technician
  • Closing a ticket is now prohibited when there are unset mandatory custom fields
  • Ticket subject now shown in the browser title bar.
  • Sections are now displayed in the email templates
  • Merging tickets
  • Minor fixes
  • Showing a number of tickets on all tabs
  • "Linking" related tickets together. Shown in "related tickets" section when viewing a ticket
  • Custom fields are now included into email notifications
  • Performance improvements for custom fields
  • Fixed editing ticket comments in the Knowledge-Base
  • UI-improvements: removed bold fonts from some headers, tabs etc (to keep users focused on tickets)
  • "Test email settings" button now allows selecting a custom email to send notification to
  • New awesome date-picker
  • New report: "Dynamics" chart shows how many tickets submitted/closed per day
  • Homepage open "recent messages" instead of news for admins/techs

New in HelpDesk 5.2.6 (Dec 22, 2010)

  • Fixed the category-selection error on the "New ticket" page when there's only one section and all categories are in it.
  • Saving category details now redirects to the category list

New in HelpDesk 5.2.5 (Dec 22, 2010)

  • Fixed Google Charts API when working over SSL
  • Fixed the DateTime-error on the homepage in v5.2.4

New in HelpDesk 5.2.4 (Dec 22, 2010)

  • Assets: export to CSV
  • Fixed the "logout bug" when using windows-authentication with Chrome and FireFox
  • Fixed a serious bug with autocomplete user-suggestion box

New in HelpDesk 5.2.3 (Dec 22, 2010)

  • Correct URL in email notifications for custom domains in hosted version
  • Translation improvements
  • Adjustable "Title" of the app
  • Number of tickets initially shown on the page increased to 70
  • Fixed: sorting tickets after clicking the "more" link
  • Shared secret generator (for the autologin feature)
  • Improved ajax category selector on the new-ticket page

New in HelpDesk 5.2.2 (Nov 22, 2010)

  • Fixed error on the tickets list
  • Custom domains for the hosted version

New in HelpDesk 5.1.6 (Sep 27, 2010)

  • Deleting ticket improved (performance issues)
  • "Recent messages" list on the homepage now does not show closed tickets to save space
  • BBCode parser now supports the [font] tag that can be used for editing the email templates
  • Search can find tickets by ID by entering the ID right into the search field
  • Improved email-checker - does not stop after the server has been idle for some time
  • Minor notifications-engine improvements
  • Ajax-based priority changer, more ajax-improvements when editing a ticket
  • Tickets "last-updated" field now corresponds with "server time offset"
  • Working with tickets right from the "tickets" list - assign to techs, change priority
  • Improved installer, updated manual, new, simpler database version upgrade procedure
  • Russian language

New in HelpDesk 5.1.5 (Sep 27, 2010)

  • Incoming email HTML-parser improvements
  • Correct "ticket hours spent" validation for non-US cultures
  • The "today/tomorrow/yesterday" splitter now works with server time offset correctly
  • Recent updates area added to the homepage
  • A default "new ticket" message is not added to a ticket when it's created
  • Fixed a small error when clicking "take" button

New in HelpDesk 5.1.3 (Sep 27, 2010)

  • Improved installer
  • Priority filter in the ticket report
  • Numbered list support in the WYSIWYG editor
  • Saving answer-templates aka "canned responses" for tickets
  • AD-sync improvements, new button "sync this user from AD" on the user page

New in HelpDesk 5.1.2 (Sep 27, 2010)

  • Disabled users are not shown when submitting a ticket "on behalf"
  • Incoming email parser improvements

New in HelpDesk 5.1.0 (Sep 27, 2010)

  • Improved the user-suggestion box when adding a ticket subscriber
  • Disabling a user now works even with Widows-authentication enabled
  • Visually improved rich-text editor
  • BBCode engine optimizations

New in HelpDesk 5.0.9 (Sep 27, 2010)

  • Fixed comment line-feed issue in Firefox/Chrome/Safari
  • Fixed the ticket comment-editor
  • New option "disable the close-ticket notification"
  • The rich-text editor now auto-resizes itself when typing text - in the new ticket submission form & ticket commenting window
  • User-creation modules improved (when used with windows-authentication)
  • After changing the ticket category, a notification is not sent anymore if there's a technician assigned to a ticket
  • Setting/removing the "techs only" flag when editing a comment

New in HelpDesk 5.0.8 (Sep 27, 2010)

  • Improved bounce-emails filter
  • Attaching a file with the same name overwrites it
  • Adding comments to a tickt is now asynchronous (AJAX)
  • New feature: deleting a comment from a ticket
  • Report diagrams now show numbers in the legend
  • Improved incoming emails MIME parser
  • Fixed: custom status buttons shown to administrators and techs only
  • Fixed: if an incoming email contains an link - it's saved correctly in the system
  • Active category/section is no highlighted in the tree on the "tickets" page and knowledge-base
  • "Check availability" link when registering a new helpdesk user
  • Other minor improvements

New in HelpDesk 5.0.7 (Sep 27, 2010)

  • Section name shown in the ticket list
  • Improved "tree" in the list
  • Some Chrome/Safari improvements
  • Fixed the non-latin cheracters in the subject of outgooing email notifications
  • Lots of minor improvements
  • Email notification about a file attachment now contains a link to the file
  • No more notification about a file deletion
  • Improved incoming emails parser - efficiently removes quoted messages

New in HelpDesk 5.0.5 (Sep 27, 2010)

  • Improved custom helpdesk ticket status deletion
  • Ticket section is now displayed on the ticket page
  • Some CSS improvements
  • Fixed the auto-focusing on the new comment box in Opera, Safari and Chrome browsers
  • Fixed saving the SMTP/POP passwords after testing them
  • Fixed the "ticket updated by user/tech" icons
  • Fixed validation error when editing a message in the log
  • Enabling/Disabling users
  • "Techs-only" comments are not being sent in the "recent messages" notification emails
  • Improved helpdesk user registration engine
  • Minor visual improvements
  • Fixed double line-feed in the ticket wysiwyg editor in Chrom, Safari and other webkit-based browsers
  • Incoming email-2-ticket parser improvements
  • Improveed default email template

New in HelpDesk 5.0.4 (Sep 27, 2010)

  • Email-sender improvements

New in HelpDesk 5.0.3 (Sep 27, 2010)

  • Fixed custom status deletion
  • The ticket subject is now limited to 100 characters, not 40
  • Fixed incoming emails checker

New in HelpDesk 5.0.1 (Sep 27, 2010)

  • Fixed: rare error when adding subscribers to a ticket
  • Fixed: disabling the knowledge-base now also removes it from the dashboard
  • Fixed: "Out-of-memory" error when showing really bug tickets (50k+ text).
  • Customizing the menu-tab text color
  • Correct "Updated by tech/customer" flagging when attaching/removing a file to/from a ticket
  • Improved email engine and "test SMTP" button
  • Correct log message when removing a file from a ticket
  • Administrators can now remove any file attachments from any ticket
  • Minor disabling-escalations issues fixed
  • Improved GUI - better icons on the main page etc

New in HelpDesk 4.9.7 (May 21, 2010)

  • Major email-module improvements, fixed a bug that prevented sending message-log updates under some conditions
  • Some usability improvements on the user editor forms

New in HelpDesk 4.9.6 (May 21, 2010)

  • Some bug fixes in the email notification module

New in HelpDesk 4.9.5 (May 18, 2010)

  • Slightly improved knowledge-base interface
  • Fixed email sending module ("loop" protection)
  • Improved "update by tech" ticket flagging
  • Fixed adding the unneeded "arrow" when the comment is addressed to all "ticket subscribers"
  • Fixed the default sorting issue with IE8

New in HelpDesk 4.9.4 (May 12, 2010)

  • New setting - "Disable Knowledge-base"
  • Status filter in the summary report
  • Fixed date-time parse error in the summary report
  • Slightly improved UI of the assets and reports pages

New in HelpDesk 4.9.3 (May 12, 2010)

  • Correct news rendering at the home page
  • Custom fields date sorting
  • Improved escalation engine: "smart" algorythm that prevents spamming
  • Improved HTML-markup for webkit-based browsers compatibility (Chrome, Safari)
  • Mail-checker improvements (turns off after 5 fail attempts)
  • Mail-sender improvements (bcc-engine)
  • Improved manual
  • Improved homepage
  • "Recently viewed tickets" dropdown
  • Fixed report Excel-export for non-english characters
  • Better charting in the summary report (using Google Charts engine)
  • Some fixes for Webkit-based browsers
  • Default category can now be set to an empty value
  • New asset attributes - "Serial Number", "Location", "Comments"
  • Summary report can now be based on a custom field
  • Many other improvements

New in HelpDesk 4.9.1 (May 12, 2010)

  • Finally fixed custom fields date sorting
  • Manually added subscribers can leave comments on the ticket
  • Fixed https-warnings on sortable pages

New in HelpDesk 4.9.0 (May 12, 2010)

  • Minor fixes
  • Hosted version SSL improvements
  • Email-sending module improvements it now works through CDONTS, instead of .NET-builtin smtp-support which has known bugs confirmed by Microsoft
  • Admin panel - improved custom-status deletion
  • Fixed: re-opening a ticket
  • Fixed: subscriber permissions - when a subscriber added to a ticket, he receives permissions to open the ticket and post replies etc.
  • Hosted version improvements (instance name check)
  • Fixed: Email template processing (latest messages)
  • Minor ticket updates (re-open ticket or change category) is now emailed to technicians only
  • Clickable Sections in the Knowledge-Base tree navigation
  • Improved date sorting in the lists

New in HelpDesk 4.8.2 (May 12, 2010)

  • WYSIWYG editor improvements
  • HTML email notifications (optional)
  • Mandatory custom fields option
  • Custom fields custom sorting
  • Performance improvements
  • UI improvements
  • Fixed error when viewing custom fields ticket under non-admin account
  • Fixed email-sending latencies when creating a new user

New in HelpDesk 4.7.1 (May 12, 2010)

  • Improved asset deletion procedure
  • Some IE7 compatibility issues fixed
  • Restored TicketID in the ticket list
  • Minor improvements
  • Sections are now clickable in the tree

New in HelpDesk 4.7.0 (May 12, 2010)

  • Asset management
  • Proper redirection after logging in in Firefox
  • "Assign" link in the tickets list
  • Proper sorting of the tickets list
  • "Assets assigned" field on the user profile page
  • Email replies processing fixes
  • Prevent dupe notification "ticket reopened" when user replies to a ticket by email
  • Tooltip for the ticket submitter that shows his company, email, phone etc.
  • Fixed the tickets list date filter

New in HelpDesk 4.6.4 (May 12, 2010)

  • Backup email accounts
  • Subscribers engine improvements
  • Fixed ticket deletion from the tickets list
  • Minor ticket list improvements
  • 5 recent news are now shown on the homepage
  • Fixed the custom field editor (not saving the "techs only" attribute properly)
  • Custom menu tabs color
  • Email-sender performance improvements

New in HelpDesk 4.6.3 (May 12, 2010)

  • Mail Checker improvements (null reference exception when adding a new user during incoming email parsing)
  • Performance improvements
  • Incoming email parser improvements (preserving line breaks)
  • Removed email truncating modules
  • Interface improvements, IE7 compatibility improvements
  • "Default category for new tickets" fixed
  • Improved admin area documentation
  • Support widget for websites! - a great way to integrate the helpdesk into a website
  • Ticket category is shown in the list when the "all categories" mode is active
  • "For technicians only" custom fields
  • Fixes when editing "unset" custom fields
  • Hindi translation improvements

New in HelpDesk 4.6 (May 12, 2010)

  • Fixed the "NewIssue" error

New in HelpDesk 4.5.4 (May 12, 2010)

  • Lost password email fixed
  • Some multithreading fixes for the helpdesk settings engine
  • Imcoming email processor improvements (ticket URL in the welcome email)
  • Showing Custom Fields in the Summary report
  • Faster chart processing in the Summary report
  • Correct redirection after the login form
  • Improved AD-integration (queries for user's email, names etc.)
  • Improved email checker (filters out bouncing emails)
  • Notes and Tickets database types changed to nvarchar(max) to store unlimited texts
  • Spanish translation improvements
  • Updated manual
  • Performance improvements
  • Hindi, Arabic languages

New in HelpDesk 4.5.3 (May 12, 2010)

  • Fixed saving the email subject template
  • Escalation engine improvements
  • User permission editor fixes
  • German translation improvements
  • New user field - "Company"
  • Trial version now allows changing the language

New in HelpDesk 4.5.1 (May 12, 2010)

  • Small bugfix, when automatically adding a new user after getting a ticket by email

New in HelpDesk 4.5.0 (May 12, 2010)

  • No more "My issues" and "Others issues" separate pages. There's only one page now - Tickets. That shows all tickets that the current user has permissions to view.
  • "Issues" are renamed to "Tickets" throughout the application UI, an industry standard
  • All new redesigned main ticket page
  • Lots of visual improvements in the admin area
  • new feature: editing user's permissions on both user page and ticket-category page
  • Incoming email handler was not sending a "welcome" email after creating a new user in the HelpDesk
  • Custom statuses fixes for the hosted version

New in HelpDesk 4.0.4 (May 12, 2010)

  • Hebrew language
  • When a right-to-left language is selected in the admin panel, the pages are automatically rendered right-to-left ("dir=rtl" is added)
  • Logout link is removed from the "home" tab for Windows-authenticated users
  • "Ticket Status" added to the email notifications
  • Custom statuses for tickets!
  • Overall improvements

New in HelpDesk 4.0.0 (May 12, 2010)

  • Design improvements
  • Hidden passwords on the settings page
  • New tab-based design and a new tab "Unassigned issues"
  • Migrated to ASP.NET 3.5
  • AJAX improvements
  • New feature - "Ticket subscribers", a list of users who get notification of ticket events + addressing particular comments to particular users
  • New feature - Escalation - if a ticket is not updated within X hours, a notification is sent to all subscribers and an administrator
  • "Last updated" field, great to sort by.

New in HelpDesk 3.7.0 (May 12, 2010)

  • Fixed email subjects in notifications
  • Improved notifications engine - DisplayName

New in HelpDesk 3.6.9 (May 12, 2010)

  • Nowrap on the Active-Issues page
  • Fixed bug: error when saving settings

New in HelpDesk 3.6.7 (May 12, 2010)

  • Hosted helpdesk email-checker improvements
  • Fixed: space in custom field names lead to errors sometimes
  • Sortable users list in the admin panel
  • Fixed: possible null-exception when submitting a support ticket when admin edits the custom fields at the same time
  • Transactional category deletion
  • Search custom fields
  • Improved helpdesk search page and engine
  • New language - Turkish
  • Captcha-image is now served by an HttpHandler which is much faster
  • Improved BBCode-HTML converter, email-parser
  • Fixed installer (proper password generation)
  • No "takeover" notification for user
  • "Start date" field for helpdesk tickets
  • Design improvements
  • New language - Polish

New in HelpDesk 3.6.4 (Dec 11, 2009)

  • Hosted version improvements
  • Removed unneeded attachment notifications
  • Quoted messages are not removed from an incoming email if the email is not a reply but a new ticket from a user
  • Fixed: hitting F5 and resending info to a browser after deleting an issue from a grid was leading to deleting the next issue in the list
  • UI improvements
  • Fixed: editing some tickets in the Knowledge base was throwing a "potentially dangerous" exception sometimes
  • "Add all" and "Remove all" buttons on the permission editor page
  • Correct list displaying
  • Enlarged "username" and "email" fields in the database
  • Search now looks at the message-log also
  • New setting - "ServerTimeOffset"
  • Edit messages in the message-log
  • "Print ticket" command
  • "Submit ticket on behalf" - users list is now sorted alphabetically
  • SQL performance improvements (indexes)
  • Custom fields are now shown on the "Active Issues" page
  • Improved full-version setup
  • "Average time spent" added to the "Summary" report

New in HelpDesk 3.3 (Jun 15, 2009)

  • admin GUI improvements
  • Comment in the subject line
  • "Add comment" buttons disabled if issue closed
  • Replaying to a closed ticket by email reopens it
  • Improved SQL setup scripts
  • Fixed BBCode parsing when creating issues from email
  • Fixed email attachments handling
  • Email uniqueness check improved
  • Quoted-Printable parser improved
  • Performance imrpovements (mail-checker timer)
  • MD5 password
  • Timeout brute-force protection
  • Optimized POP-email connector
  • New cool buttons in the admin panel: "Test SMTP settings" and "Test POP settings"
  • Email Subject Template
  • New "#Originator#" template field for emails
  • Improved default template

New in HelpDesk 3.1.1 (Oct 3, 2008)

  • Version 3.1.2
  • adding a log record when assigning a rep
  • French language
  • fixed error message when email is already registered
  • short email subject when a new comment is added
  • techs only notification option
  • updated inline help
  • populate email from AD every time a user connects
  • improved performance
  • improved error processing in email checker

New in HelpDesk 3.1.1 (Aug 25, 2008)

  • Improved installer
  • When moving an issue no email to mover
  • shortened email notification subject
  • some typos corrected
  • only admins can see other users emails
  • issues list ordered - newest on top
  • techs only Knowledge Base

New in HelpDesk 2.2.5 (Aug 8, 2007)

  • Submitting helpdesk-issues on behalf of other users
  • Issue-priority feature

New in HelpDesk 2.0.1 (Jun 29, 2007)

  • Improved email engine
  • "Captcha" image on a registration form
  • Improved design, look and feel
  • Configurable SMTP-Port
  • Many other improvements

New in HelpDesk 1.8.1 (Dec 27, 2006)

  • Sortable grids
  • Reports
  • More settings
  • Improved user-interface
  • Improved installer
  • File attachments