Help Desk Software » Version history

Help Desk Software - Version history

This is the release history for both Help Desk Software and Hosted Help Desk

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Help Desk Software 9.0.0 released 7/16/2017

This is a major release that requires some additional actions on your part. Please read below for the instructions.

Jitbit is now real-time

Starting with version 9 Jibtit Helpdesk updates the most frequently used pages in real time. There is no need to refresh the ticket list page ever again since all the data you see is always current. Additionally, you will see if other techs are viewing tickets on the main page - there will be an "eye" icon across from ticket subjects. Ticket replies are now also updated in real time.

This release lays the groundwork required for us to bring you more productivity features like these in the future. As always, we'd love to hear your ideas.

Additionally, we've refactored tons of old code and updated our technology stack. This lets us add features quicker and brings huge performance gains.

How to upgrade

For most of you, this upgrade isn't any different from before. If you use "SetupTool" from the "bin" folder you should be all set since it will update the web.config file for you.

If you upgrade your database manually refer this manual to see what changes you need to make to the web.config.

One thing that you need to install to your IIS is "WebSocket protocol". It is not installed by default. It is not required, but all new real-time features will work better and more consistently if you install web sockets.

Here is the official manual on how to do that: IIS 8.0 WebSocket Protocol Support

Other features and fixes in v9

  • Removed obsolete "Do NOT reopen tickets automatically when a reply is posted" setting. Replaced by "Allow customers to re-open their tickets within X days". See the admin manual.
  • Fixed Send HTTP request automation action
  • Added support for holding Shift when selecting multiple tickets in the ticket grid
  • Fixed search by text custom field
  • Setting "send new ticket notification" in user profile now works for admins too
  • When creating ticket on-behalf of a NEW user - allow entering a new company and it is created
  • Fixed tags condition when creating new ticket
  • More working hours options
  • Fixed Slack and Hipchat integrations, also made them support unicode
  • Fix for duplicates in similar KB articles suggestions
  • Fixed incorrect CSV export when custom field has comma in its name
  • Added Due Date to CSV export
  • Summary report - search by multiple companies
  • New report - Scheduled Tickets History report
  • Added grouping by section to "custom report". Also added UI tests for all reports
  • Assets import from CSV: allow updating existing assets instead of appending
  • Assets Export CSV fixed
  • Assets sorting fixed
  • Fixed user-links in assets
  • Cloning Assets with custom fields

Help Desk Software 8.9.20 released 5/30/2017

  • A lot of performance improvements in all areas
  • Full text search improvements - should show better results in some cases
  • Quick search for KB articles when adding a reply to a ticket
  • Allow anonymous users to download public KB attachments
  • Bulk-tagging Knowledge Base articles
  • Fix for long ticket-subjects without spaces

Help Desk Software 8.9.19 released 5/20/2017

This release is required for viewing attachments in the latest version of the mobile app.

  • Do not reset "Updated by customer" badge when clicking Takeover
  • Allow managers to filter by "from"
  • Clone category (with permissions and custom fields)
  • Get user's department and phone number from Azure SAML response
  • KB default sorting - newest articles are on top (if no custom order is specified)
  • Added "Department" field to CreateUser API, CSV tickets export, and to CSV users export
  • Per user "new ticket" notification setting for for technicians
  • New setting - "Restrict customers reopening their tickets after X days"
  • VSO integration: added a dropdown for projects instead of a textbox
  • Assets search - find assets by user, by company, by department
  • Made it easier for admins to create new users (slight form redesign, ability to generate a password, autofill username from email)
  • Added sectionId parameter to GET Tickets API method
  • New automation condition: "Ticket has tag"
  • Send notification to "secondary assignee" when assigned to a ticket

Help Desk Software 8.9.18 released 4/26/2017

This release contains a lot of under-the-hood improvements and fixes.

  • Added EWS protocol (Exchange, Office 365) support for incoming mailboxes
  • Design improvements: a lot of fixes in the admin area. Also, increased font size for small grey text across the app
  • Important secutiry fixes
  • Tons of performance improvements
  • Require to enter the current password when changing password
  • Prompt to move existing tickets when deleting category
  • "Updated" badge for the recently updated KB articles
  • Assets CSV export now shows who are they assigned to
  • Ticket details labels no longer overlap with corresponding edit buttons (long category names, etc.)
  • Fixed 'previous month' period in Summary report
  • Fixed [size] formatting tag
  • Fixed "Before Due date" automation condition for working hours
  • German and Italian translation fixes

Help Desk Software 8.9.17 released 3/22/2017

You need to upgrade to this version so that the upcoming mobile app release works properly

  • Inetgration with Github Enterprise ("self-hosted" Github)
  • Export due date to calendar right from the ticket view
  • "This month", "Previous month", "Last 30 days" options for Summary report
  • New setting "Title link" where the top-left logo links to
  • Due date report iCal export now only exports what you currently see on the page, not every ticket with due date ever created
  • Two new API methods: GET Users and GET Companies (see the manual)
  • Added "updatedFrom" and "updatedTo" date filtering to "Tickets" API method
  • Added "LastUpdated" to API Ticket method
  • All API dates are now returned in UTC (ISO format)
  • support for file attachments in Comment an Ticket API methods
  • Bigger pie charts in Summary report
  • Fixed category filter in Dynamics report Excel export
  • Include previous priority into "Priority changed" log message
  • Added "due date", "user location" and "user department" to advanced search
  • Quick-search for user now support first/last names correctly
  • Support for #FirstName# and #LastName# in email templates

Help Desk Software 8.9.16.1 released 2/19/2017

HOTFIX: Fixes a bug that causes high CPU loads on some instances

Also:

  • "Reply" button in the ticket top bar
  • Added "total time spent" to the "User statistics" report
  • Search form redesign
  • Added an option to search for tickets that do not have certain tags

Help Desk Software 8.9.16 released 2/13/2017

  • Support for multiple assignees in the "Assign to" automation action
  • Option to remove assignee via an automation action
  • Ticket filter now supports secondary assignees too
  • Support for Basic authentication in User Lookup
  • Added an ability to copy the ticket subject and body when creating new issues in Github, Bitbucket, Jira, VSO and Asana
  • Users CSV export now includes information about user role (Admin, Tech, Manager, is 2-factor enabled etc)
  • Added "Tickets submitted" to technicians report
  • When forwarding a ticket by email save the forwarded message content in a txt file and attach it to the ticket
  • Reworked Google Drive integrationfor the new API
  • Ticket search now works via GET requests meaning that you can save the URL with all the search parameters to your bookmarks
  • New API method: SetDueDate (see the API docs)
  • All API methods now return dates in the same format
  • POST Comment API method now returns the created comment ID
  • Show category descriptions on mouse over when creating a new ticket
  • Comment date is now a permalink to that comment
  • Restrict adding non-existing users to subscribers if a user is not a technician
  • Not showing tags in tickets list to regular users
  • Added an ability to clone assets
  • Attaching files to assets

Help Desk Software 8.9.15 released 1/14/2017

  • Allowing assigning multiple technicians to a ticket
  • Support multiple {TicketID} in the subject line. Allows multiple Jitbit instances to communicate with each other.
  • A lot of security improvements. Protection agains various hacks/scans
  • Send email to techs when a KB article has been created
  • Fixed "set due date" automation when considering working hours
  • Canned responses encoding fixes
  • MS Edge bug fixes
  • Do not encode JSON data in the Send HTTP request automation action
  • "Similar articles from KB" are now also being searched by tags too
  • "Add tag" automation action backward compatibility and fixes
  • Tagging KB articles right from new article page

Help Desk Software 8.9.14 released 12/20/2016

  • Assign a ticket to the replying technician if no one is assigned (even if ticket is not new)
  • Added "unlink" button to JIRA, Github, Trello, and all other integrations
  • Linked tickets shown only to technicians or if submitted by same user
  • Do not auto-close tickets that are only updated "for techs only"
  • Ability to set working hours by 30 minutes intervals
  • "Add all technicians" link on category permissions page
  • Added a "last updated" date filter
  • Show fullname in the subscribers block (if set)
  • Showing usernames, not emails, in comments, when a comment is addressed to a particular user
  • "Ticket edited" comment is now for techs only
  • Added dateFrom and dateTo parameters to the GET Tickets API method
  • Ability to choose worktem type for Visual Studio Online integration
  • Desktop notifiation shows new ticket subject now
  • "For tech only" comments are shown to technicians of this particular category, not just ALL technicians.
  • Filter ticket grid by multiple priorities
  • When a tech assigns ticket to themselves skip the "takeover" and move to "in progress"
  • Filter tikets grid by multiple techs
  • Non-tech users are taken to KB on first visit (even if they are logged in)
  • Security: block ip for 30 minutes if more than 20 "potentially dangerous" errors were received in 5 minutes
  • Added Slovak language
  • Automation rules
  • "Logged by" automation condition for tickets submitted on behalf
  • New automation trigger: Ticket due date has changed
  • "Add tag" automation rule now works with non-existing tags
  • added an ability to post JSON data in the 'Send HTTP request' automation action
  • New automation rules trigger "custom field was changed"
  • Reports
  • Export Dynamics report into multiple CSV files
  • Sort summary report by MULTIPLE columns (shift+click)
  • Added "Average response time" and "Average resolution time" to Technicians report
  • Custom report: added results graphical chart
  • Deletion log: filter by date
  • Same date format in all CSV exports

Help Desk Software 8.9.13 released 10/29/2016

  • Enabled TLS 1.1 and 1.2 for POP and IMAP
  • Redesigned UI to have higher contrast and be more readable
  • Pasting image into a ticket/comment editor now works in Chrome too!
  • Redisgned how attachments are displayed in the ticket view
  • Previous/next ticket buttons in the ticket view
  • Show desktop notification only when new ticket arrives into the current view
  • Added the "Logged by" field to summary report
  • Custom report - ability to group by user location
  • Added "Resolution time" to speed report Excel export
  • Editor no longer loses focus after clicking on formatting buttons
  • Added email validation when submitting tickets on behalf
  • Ticket editing - save previous subject/body into a log file and attach it to the ticket
  • Ticket auto-closer does not change the "last updated" date any more
  • HTTP Post automation action - added #body# and #technician# tags

Help Desk Software 8.9.12 released 10/20/2016

With this release we've migrated to .NET Framework 4.5 instead of 4.0. The upgrade for you should be painless, but please read this manual first.

  • Upgraded to .NET Framework 4.5 which provides us with performance improvements, bug fixes and new features such as support for newer versions of TLS
  • New Automation Rules condition: "Ticket comes from location"
  • New automation action - "add X minutes to "time spent"
  • Users can now set a timezone in their profiles
  • Added a custom status setting: Stop the automatic "time spent" clock when a ticket is in this status
  • Bi-Monthly option for ticket scheduling
  • Two new API methods for Knowledge base (see the manual)
  • POST Ticket API method now allows you to add tags (like tags=tag1,tag2,tag3)
  • Fixed CSV-importing tickets with custom fields of type "Selection combo"
  • Added an ability to import tickets from Freshdesk
  • Long custom field values do not break UI any more
  • Auto save "time spent" for admins and assigned users only
  • Search in attachments file names is back
  • Do not allow Google logins for anonymous users if "Allow user registration" settings is disabled
  • Only admin can change regular user passwords, not techs
  • Simpler and more convenient Assets Search
  • Cloning ticket now logs who cloned it in "logged by" field
  • Fixed a bug when a selection combo custom field was breaking the grid when it was hidden on a client
  • Fixed support widget for the latest versions of wordpress
  • Fixed a bug when the widget broke when the parent page was using box-sizing: border-box
  • New ticket: if user has permissions to only 1 category, preselect this category
  • Due date calendar - added tooltips with full ticket subject and status
  • Fixed disappearing email bodies with inline attachments

Help Desk Software 8.9.11 released 8/30/2016

  • Widget fixes for JS errors in edge cases
  • Show if a category used in KB only on the admin - categories page
  • Added "unassigned" view mode to the mobile UI
  • Fixed: tickets imported from external sources (CSV,Zendesk, etc) were sometimes sorted incorrectly
  • "Merge" and "Close as duplicate" now shows up to 20 tickets from same user, with a scroll-bar if needed
  • Automation-rules email notifications now support the #originator# tag
  • Show the submitter of a deleted ticket in the Deletion log
  • Show "view all scheduled tickets" link to admins only
  • When regular user looks at a technician's profile he can see the phone number
  • New "action" for automation rules - "Send email to ticket submitter"
  • Fixed incorrect notification logic if "skip confirmation" box was checked when submitting on-behalf
  • JIRA integration - display a detailed error message from JIRA in case of error
  • Option to hide regular login buttons when SAML is enabled.
  • "Due-dates calendar" report now supports filtering by ticket-category and assigned user
  • Support for working hours past midnight
  • Fixed incorrect saving of a "checkbox" custom field value for Assets
  • Fixed "Send email to the ticket submitter" automation action
  • Zapier integration improvements. Support for "ticket is closed" trigger (not released on Zapier's side yet)
  • Do not allow anonymous access to images
  • Set an auth cookie when using API
  • Added an API method for getting attachments
  • Show status and a "badge" in the "linked tickets" box

Help Desk Software 8.9.10 released 8/1/2016

  • "Close as duplicate" in the ticket grid fixed
  • API security improvements
  • Do not show user email in popup to non-techs
  • Automation "current time is between" now supports night-time (when from-time bigger than to-time)
  • No welcome email when a ticket is submitted on behalf of new user
  • When closing a ticket - prompt to close linked tickets too (if any)
  • Non-updated tickets automation should work faster now
  • Only admins can edit other admins info, techs can't
  • Admin users page no longer loses view-mode when sorting
  • Fixed a bug when attaching existing techs-only-file as non-techs-only
  • Ctrl+enter now works in New-Ticket page and comment-editing page
  • "Revert default sorting" button in custom field options
  • Only admin can merge/close as duplicate ticket by ID
  • Hide some sensitive user info from non-techs in popups and in the user profile
  • "Repeat once" option fixed

Help Desk Software 8.9.9 released 6/24/2016

  • Added an ability to merge/link/close as duplicate by entering a ticket number from inside the ticket view. Also, improved design of that popup
  • Fixed an issue when POP and IMAP mailboxes were disabling themselves in helpdesk
  • Add disabling user to the Deletion Log
  • New icons on the main admin and report pages
  • Moved "other techs are looking at this ticket" to the top of the ticket view
  • Visual Studio Online integration fix
  • "Consider working hours" option for the "Set Due Date" action
  • New "submit on behalf of a new user" workflow
  • Bulk remove tags
  • Color-coding drop-down custom fields in the ticket grid
  • Assign ticket to the closing user if no one assigned at the time of closing
  • Danish and turkish translation fixes

Help Desk Software 8.9.8 released 6/8/2016

This release contains a lot of under-the-hood bug fixes and performance improvements that are not listed below.

  • Integration with Harvest
  • We rewrote the Zapier integration and it is now in open beta
  • Notify admins when mailbox disables itself due to authentication or connection issues
  • Save the text entered in the new ticket form as a draft until the ticket is submitted
  • Sending notifications on Knowledge Base article update
  • Fixed github integration
  • Fixed "Last responder contains" automation condition
  • Better workaround for empty "from" header from Exchange. Should fix some missing emails in edge cases.
  • Do not show the "change password" button when using Windows auth
  • Minor admin pages redesign
  • API "UpdateUser" now supports "Department" and "Company" properly
  • Fixed an issue with web-fonts when client has no internet connection
  • Various localization fixes

Help Desk Software 8.9.7 released 5/17/2016

  • Showing "assigned to" users in the assets grid
  • Lightweight widget now looks nice on mobile devices
  • Knowledge base customization settings: head javascript, description text, custom CSS
  • Editing techs-only custom fields shows as a techs-only entry in the time line
  • Subscribe/unsubscribe to a support ticket with one click
  • Added Visual Studio Online (VSO) integration
  • Slightly redesigned ticket activity feed
  • Map incoming email priority to ticket priority automatically, if available
  • New custom field type: "Address"
  • Impersonation ("use the app as user XXX")
  • "Repeat once" ticket scheduling option
  • Check if someone else has taken the ticket before takeover
  • New automation conditions: "latest reply contains", "latest email address contains"
  • Automation action "send email to user" - option to include attachments, not links to them
  • KB category page - bulk delete articles, bulk change category
  • Fixed subject character limit when editing a ticket
  • #recent_messages# does not skip latest comment IF there's no #what_happened# or #most_recent# in the template
  • "Logged out" message for custom login url
  • Editable ticket creation date for admins
  • Assigning statuses to categories
  • Add optional reply when bulk closing tickets
  • Company report: added "tickets closed", "average response/time spent"
  • SetTicketDate API method, requires admin permissions

Help Desk Software 8.9.6 released 3/30/2016

This release contains a lot of under the hood performance improvements.

  • Trello integration
  • Custom field edition is now saved in the ticket's activity log
  • Summary report - correct average duration calculation
  • Automation rules: added "consider working hours" option to "Overdue by" and "Z hours before overdue" conditions
  • Improved widget design
  • Search tickets by a PART of email address or username
  • Showing who received the "new ticket" notifications under the first comment's "i" button
  • Removed drag'n'drop upload (wasn't working reliably, working on a better version)
  • Export ticket due-dates to iCal
  • Hide "Insert KB article" if Knowledge base is disabled
  • Asset types, manufacturers and suppliers are now ordered alphabetically
  • Users now can't mark their tickets as spam, disable and delete themselves even if they are admins
  • New web.config setting "mailCheckerInterval"
  • Filter the ticket grid by priority
  • Slack integration improvements (showing "from" and "category")

Help Desk Software 8.9.5 released 3/9/2016

  • Drag and drop support for file uploads
  • Faster "overdue" automation rules triggering
  • Automation rules: new condition "Current time is between"
  • SEO improvements in Knowledge Base pages
  • New customization options for the support widget
  • Ability to reorder drop down custom field options
  • De-assigning a ticket is logged in ticket and triggers automation rules
  • Admins not notified when "other person takes the ticket"
  • Fixed avatar removal
  • Fixed False "Edited" record in the ticket timeline after pressing "Cancel"
  • Editing close dates is now recorded in the ticket activity feed
  • "Forgot password?" fixes
  • Fixed displaying of some icons in the admin area
  • Admins can edit other users details even on windows auth
  • Allow to insert techs-only KB articles when writing a techs-only reply
  • Ability to import user's location when importing from CSV
  • Editing custom fields is logged in the ticket activity feed

Help Desk Software 8.9.4 released 2/17/2016

This release contains a lot of behind-the-scenes updates and fixes to performance and stability that are not listed below.

  • Two-factor authentication support
  • Added an ability to upload custom avatars
  • Category "description", shown on new-ticket page and in the Knowledge-base
  • Added an option to consider working hours in the "Not updated for" automation condition
  • KB cache category, cache article, cache improvements. KB SEO improvements (title, meta)
  • CSV import can now import custom fields
  • User is logged out after being disabled by admin
  • Added company name to the ticket-print view
  • New Automation rule - "ticket comes from department X"
  • Added an option to include custom fields into the ticket CSV export
  • New automation condition: "Ticket section is"
  • New automation condition "ticket TO email contains"
  • Sorting ability in mobile UI (not mobile app)
  • Ability to enable/disable automation rules without deleting them
  • Fixed mandatory custom fields in assets
  • Fixed scroll to top bug in Firefox when trying to attach a file
  • Added support for embedding Vimeo videos
  • Autologin links now do not support "pswHash" parameter
  • Optionally disable editing username/email for regular users
  • Add a system comment to a ticket when an automation rule is processed
  • Fixed the bug where subsequent automation rules were not working correctly.
    Example scenario:
    1. The first automation rule sets ticket priority to High on the ticket creation.
    2. The second rule with "if priority is high" condition doesn't work.
  • Support for the first day of the week (Sunday or Monday) in all date pickers depending on user's language
  • Run the automation job every 30 minutes instead of every hour
  • New automation condition "ticket is assigned to X"
  • New notification mask #Recent_Attachments#
  • Renamed HDCustomAction to "SetupTool"

Help Desk Software 8.9.3 released 12/11/2015

  • Due dates calendar report
  • Login with Google Apps
  • "Ticket assigned to user" rules are now triggered on "takeover"
  • Including last comments in summary report CSV/Excel
  • Localized date formats in the date picker
  • Mobile friendly search pages
  • When a ticket is created using the widget, you can now see the page URL it was created from in the ticket comments
  • "Ticket is re-opened" automation rule trigger
  • Converting Youtube URLs to embedded videos automatically
  • Only techs or managers can change ticket categories after the ticket was submitted
  • "Active tickets age by technician" report added to Techs Statistics report
  • User-stat and company-stat reports are visible to administrators only
  • Added ability to paste link to a KB article instead of full text when writing a new ticket reply
  • Pressing "tab" on the new ticket screen now puts cursor on ticket body
  • Added ability to search by creation and updated dates in KB search
  • Fixed search by a number of a merged ticket
  • Ability to pre-fill subject and body on the new ticket form using URL parameters (see help)
  • New email-template tag - #FromEmail#

Help Desk Software 8.9.2 released 11/16/2015

  • "Reply above this line" is now localized in HTML emails
  • Export tickets to CSV now supports date range
  • Wrench icon for tech comment avatar
  • Added "unassigned" tickets view mode to the API
  • Fixed a bug with multiple company conditions in automation rules UI
  • Added ability to customize the favicon
  • New KB articles now have creation date and last updated date. "New" badge is shown for articles that are created no more than a week ago
  • Increased allowed subject line to 255 characters (was 100)
  • You can now see first and last name of a subscriber, if you hover over their username
  • Fixed: time spent timer was starting on ticket reopens despite being disabled
  • Many localization fixes

Help Desk Software 8.9.1 released 11/7/2015

  • Cosmetic redesign – new font, slightly redesigned UI elements
  • Custom fields advanced search for all fields, not just visible ones
  • Speed & dynamics reports now respect tech permissions
  • Searching for merged ticket number now works from the quick search bar
  • Export users to CSV was missing Phone and Location
  • Show ticket statuses on the user profile page, also show "closed" badge when ticket closed in the main grid and search
  • Start auto-timer when a ticket is reopened
  • Inserting file-attachment links when inserting KB article into replies
  • Assets: import custom fields form CSV
  • "Set due date" automation action - was unable to set hours
  • Show Total number of results found in ticket search
  • "Ticket is updated by a customer" automation condition
  • "Ticket not updated for..." automation condition now takes business hours into account
  • GET Ticket API method now returns integration data (Jira, Bitbucket etc.)
  • Added category name to the ticket print view
  • Fixed parsing nested [COLOR] and other tags
  • Do not update or send lost password over email, send password reset link instead
  • Remove due date via automation rule
  • Ability to use categories in KB only
  • Clone tickets now clones attachments. Copy comment to ticket also clones attachments
  • Added "#ticketId#" substitute to the "Send HTTP request" automation action
  • Ability to select Asana workspace to create a task within
  • Added "logged by" column for "On behalf" ticket to the summary report
  • Added last login date to technician report
  • Delete ticket automation action

Help Desk Software 8.9 released 9/28/2015

  • Asana integration
  • Quick-search in canned responses
  • Desktop notification about for tickets (chrome, firefox, safari)
  • Ability to split comment to a separate ticket
  • "Set status" automation now supports "new" and "in progress"
  • "Insert list" button in the wysiwyg editor
  • Correct technicians report when selecting future dates
  • Inserting the KB article text instead of inserting a link to it
  • Log old category name when moving ticket
  • Showing ticket due TIME in the grid
  • Better faster tickets import from a CSV file
  • Ticket grid sorting fixes
  • Fixed "username already taken" error if user has multiple accounts in AD (self-hosted)
  • Bunch of fixes in canned responses
  • New reports: "Active tickets per day", "Tickets per day of month"
  • Web.config setting to disable mail-checker (for test instances connected to the production DB or web farms – see the manual)
  • Fixed colorpicker in wysiwyg editor
  • New Russian translation
  • Performance and bug fixes

Help Desk Software 8.8.9 released 8/3/2015

  • 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

Help Desk Software 8.8.8 released 6/8/2015

  • 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

Help Desk Software 8.8.7 released 5/18/2015

  • 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

Help Desk Software 8.8.6 released 5/5/2015

  • 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

Help Desk Software 8.8.5 released 4/7/2015

This update is required for the new mobile app version (v1.5) that will be out on Monday (April 13th) on iOS and Android.

  • 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

Help Desk Software 8.8.4 released 2/9/2015

  • 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

Help Desk Software 8.8.3 released 12/22/2014

This is a minor release, but it contains many important bug fixes (not all of them are mentioned in the change log below). We recommend you to upgrade.

Happy holidays!

  • 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

Help Desk Software 8.8.2 released 12/1/2014

  • 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

Help Desk Software 8.8.1 released 10/16/2014

IMPORTANT: We are going to release new versions of our mobile apps in a couple of weeks. The old API will be incompatible with the new apps. Please upgrade your Helpdesk to this version before November 1st. Read more here.

  • 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[]"

Help Desk Software 8.8 released 10/8/2014

  • 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

Help Desk Software 8.7.5 released 8/18/2014

This release mostly contains various bug fixes.

  • 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

Help Desk Software 8.7.4 released 8/13/2014

IMPORTANT: we've changed the way we handle time zones to support automatic switching to and from the daylight savings time, time zones like UTC+5:30 and more. It should be fine, but if ticket dates look weird after the upgrade, adjust your time zone in "General settings".

  • 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.

Help Desk Software 8.7.3 released 6/11/2014

  • 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

Help Desk Software 8.7.2 released 5/20/2014

  • 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

Help Desk Software 8.7.1 released 5/6/2014

  • 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

Help Desk Software 8.7.0 released 4/8/2014

  • 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 replyer 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 attachemnts with proper mime-type (possible fix for corrupted mail attachments)
  • Spanish translation improvements

Help Desk Software 8.6.2 released 3/3/2014

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
(sorry about the second message)

Help Desk Software 8.6.1 released 1/14/2014

  • 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

Help Desk Software 8.6 released 12/23/2013

  • 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

Help Desk Software 8.5 released 9/14/2013

  • 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

Help Desk Software 8.4 released 7/2/2013

  • 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

Help Desk Software 8.3 released 4/29/2013

  • 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"

Help Desk Software 8.2 released 3/25/2013

  • 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

Help Desk Software 8.1.0 released 3/5/2013

  • 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

Help Desk Software 8.0.1 released 1/22/2013

  • 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

Help Desk Software 8.0 released 1/21/2013

  • SLA and Automation rules (read more)
  • 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

Help Desk Software 7.5.4 released 12/16/2012

  • 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

Help Desk Software 7.5.3 released 12/7/2012

  • 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
  • Help Desk Software 7.5.2 released 11/30/2012

    • 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

    Help Desk Software 7.5.1 released 10/31/2012

    • 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

    Help Desk Software 7.5.0 released 10/30/2012

    • 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

    Help Desk Software 7.4.1 released 10/17/2012

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

    Help Desk Software 7.4.0 released 10/16/2012

    • 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

    Help Desk Software 7.3.1 released 9/19/2012

    • 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

    Help Desk Software 7.3.0 released 9/13/2012

    • 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 technician 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 (Help desk google integration)
    • Built-in spam-filter improved, no longer deletes useful messages
    • Ability to add a note to the ticket creation page

    Help Desk Software 7.2.2 released 8/20/2012

    • 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

    Help Desk Software 7.2.1 released 8/9/2012

    • 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.

    Help Desk Software 7.2.0 released 8/8/2012

    • 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)

    Help Desk Software 7.1.13 released 7/5/2012

    Lots of important security fixes in this release, please upgrade as soon as possible

    • 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

    Help Desk Software 7.1.12 released 6/29/2012

    • 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

    Help Desk Software 7.1.11 released 6/21/2012

    • 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

    Help Desk Software 7.1.1 released 6/21/2012

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

    Help Desk Software 7.1.0.0 released 6/20/2012

    • 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

    Help Desk Software 7.0.8 released 5/26/2012

    • 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

    Help Desk Software 7.0.7 released 5/19/2012

    • 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)

    Help Desk Software 7.0.6 released 5/14/2012

    • Cloning Tickets
    • Critical fix for Internet Explorer

    Help Desk Software 7.0.5 released 5/14/2012

    • Attachments fix when adding a comment
    • WYSIWYG editor fixes
    • Notifications fixes
    • Many other minor improvements
    • Users from the same company now can comment on each other tickets (if the "Allow users from the same company see each other's tickets" setting is enabled)

    Help Desk Software 7.0.4 released 5/13/2012

    • 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

    Help Desk Software 7.0.3 released 3/30/2012

    • 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

    Help Desk Software 7.0.2 released 3/21/2012

    • 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)

    Help Desk Software 7.0.1 released 3/16/2012

    • Lots of minor visual fixes
    • Performance improvements

    Help Desk Software 7.0.0 released 3/14/2012

    • Major redesign (screenshot)
    • Huge overall performance increase
    • Lots of bug fixes

    Help Desk Software 6.2.6 released 3/6/2012

    • 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

    Help Desk Software 6.2.5 released 2/23/2012

    • 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

    Help Desk Software 6.2.4 released 1/30/2012

    • 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

    Help Desk Software 6.2.3 released 1/18/2012

    • 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

    Help Desk Software 6.2.1 released 1/7/2012

    • 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

    Help Desk Software 6.2.0 released 12/24/2011

    • 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

    Help Desk Software 6.1.9 released 11/26/2011

    • 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

    Help Desk Software 6.1.8 released 11/9/2011

    • 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

    Help Desk Software 6.1.7 released 10/27/2011

    • 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

    Help Desk Software 6.1.6 released 10/13/2011

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

    Help Desk Software 6.1.5 released 10/10/2011

    • 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"

    Help Desk Software 6.1.4 released 10/2/2011

    • Fixed a minor error with the user-editing form

    Help Desk Software 6.1.3 released 9/30/2011

    • 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

    Help Desk Software 6.1.2 released 9/19/2011

    • 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

    Help Desk Software 6.1.1 released 9/17/2011

    • 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

    Help Desk Software 6.1.0 released 8/31/2011

    • 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

    Help Desk Software 6.0.9 released 8/11/2011

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

    Help Desk Software 6.0.7 released 7/29/2011

    • 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

    Help Desk Software 6.0.6 released 7/7/2011

    • 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

    Help Desk Software 6.0.4 released 6/20/2011

    • 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

    Help Desk Software 6.0.3 released 6/16/2011

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

    Help Desk Software 6.0.2 released 6/15/2011

    • 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

    Help Desk Software 6.0.1 released 6/14/2011

    • 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.)

    Help Desk Software 5.5.3 released 5/29/2011

    • 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

    Help Desk Software 5.5.2 released 5/5/2011

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

    Help Desk Software 5.5.1 released 5/1/2011

    • Ctrl+Enter fix
    • Some more visual improvements

    Help Desk Software 5.5.0 released 5/1/2011

    • .NET 4.0 (check the upgrade notes)
    • Improved incoming email module (embedded images processing)
    • Visual improvements
    • Files are now attached to particular comments (not just tickets) and sent out with notifications emails
    • Assets are now visible to technicians (not just admins)
    • Due date field for tickets
    • Many minor fixed in both UI and business-logic

    Help Desk Software 5.4.10 released 4/10/2011

    • 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

    Help Desk Software 5.4.7 released 4/1/2011

    • "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

    Help Desk Software 5.4.6 released 3/22/2011

    • 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

    Help Desk Software 5.4.5 released 3/16/2011

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

    Help Desk Software 5.4.4 released 3/12/2011

    • 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

    Help Desk Software 5.4.3 released 2/16/2011

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

    Help Desk Software 5.4.2 released 2/13/2011

  • 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
  • Help Desk Software 5.4.0 released 1/24/2011

    • 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

    Help Desk Software 5.3.9 released 1/23/2011

    • 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

    Help Desk Software 5.3.8 released 1/19/2011

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

    Help Desk Software 5.3.7 released 1/17/2011

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

    Help Desk Software 5.3.6 released 1/12/2011

    • 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

    Help Desk Software 5.3.5 released 1/9/2011

    • 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

    Help Desk Software 5.3.2 released 12/22/2010

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

    Help Desk Software 5.3.0 released 12/21/2010

    • 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

    Help Desk Software 5.2.6 released 11/30/2010

    • 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

    Help Desk Software 5.2.5 released 11/29/2010

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

    Help Desk Software 5.2.4 released 11/29/2010

    • 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

    Help Desk Software 5.2.3 released 11/26/2010

    • 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

    Help Desk Software 5.2.2 released 11/17/2010

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

    Help Desk Software 5.2.1 released 11/17/2010

    • Fixed adding subscribers Javascript
    • AJAX "more" button in the tickets list when there's a lot of tickets to show
    • Fixed SSL-issues with POP email checker on 64 bit systems

    Help Desk Software 5.2.0 released 11/10/2010

    • Adding comments to closed tickets (with an "are you sure" confirmation)
    • Minor UI improvements
    • Hosted version POP-checker improvements
    • Category routing for POP-email accounts
    • New admin page design
    • Automatically checks for new versions
    • Fixed adding issues/comments from iPhones/iPads and Androids
    • Company is now shown on the tickets list, clicking the company name show tickets from that company
    • Improved design for the "tickets from user" and "tickets from company" filters
    • Filtering Assets by name and/or location

    Help Desk Software 5.1.9 released 10/30/2010

    • Fixed company-filtered ticket list (tab links)
    • Support for MULTIPLE incoming email-accounts
    • Some visual improvements
    • Fixed reopening a ticket

    Help Desk Software 5.1.8 released 10/29/2010

    • Fixed the "updated by tech" flag right after submitting an issue
    • Fixed the bulk actions error when performed on ALL tickets in the list
    • Time-spent editing permissions
    • Better tracing user "companies" - viewing tickets by company etc. etc.
    • Fixed the "ajaxutils" false error notification
    • Users-autocomplete suggestion list is now sorted alphabetically
    • Email template now renders ticket-submitter fullname (if specified)
    • New-ticket notifications are not sent to techs if this setting is disabled
    • Tech-only comments are not shown on the homepage "recent messages" section
    • Source codes converted to VS 2010 format
    • Fixed: submitting tickets straight to the Knowledge Base
    • Added user export to CSV
    • Custom fields are now displayed on the ticket-print page
    • Can now print tickets right from the Knowledge base

    Help Desk Software 5.1.6 released 9/26/2010

    • 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

    Help Desk Software 5.1.5 released 9/5/2010

    • 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

    Help Desk Software 5.1.3 released 8/29/2010

    • 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

    Help Desk Software 5.1.2 released 8/2/2010

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

    Help Desk Software 5.1.0 released 8/1/2010

    • 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

    Help Desk Software 5.0.9 released 7/23/2010

    • 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

    Help Desk Software 5.0.8 released 7/11/2010

    • 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

    Help Desk Software 5.0.7 released 6/25/2010

    • 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

    Help Desk Software 5.0.5 released 6/20/2010

    • 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

    Help Desk Software 5.0.4 released 6/9/2010

    • Email-sender improvements

    Help Desk Software 5.0.3 released 6/8/2010

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

    Help Desk Software 5.0.1 released 6/6/2010

    • 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

    Help Desk Software 4.9.7 released 5/20/2010

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

    Help Desk Software 4.9.6 released 5/19/2010

    • Some bug fixes in the email notification module

    Help Desk Software 4.9.5 released 5/17/2010

    • 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

    Help Desk Software 4.9.4 released 5/11/2010

    • 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

    Help Desk Software 4.9.3 released 5/7/2010

    • 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

    Help Desk Software 4.9.1 released 4/14/2010

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

    Help Desk Software 4.9.0 released 4/13/2010

    • 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

    Help Desk Software 4.8.2 released 4/3/2010

    • 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

    Help Desk Software 4.7.1 released 3/26/2010

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

    Help Desk Software 4.7.0 released 3/25/2010

    • 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

    Help Desk Software 4.6.4 released 3/18/2010

    • 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

    Help Desk Software 4.6.3 released 3/12/2010

    • 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

    Help Desk Software 4.6 released 3/1/2010

    • Fixed the "NewIssue" error

    Help Desk Software 4.5.4 released 3/1/2010

    • 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

    Help Desk Software 4.5.3 released 2/17/2010

    • 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

    Help Desk Software 4.5.1 released 2/15/2010

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

    Help Desk Software 4.5.0 released 2/14/2010

    • 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

    Help Desk Software 4.0.4 released 2/2/2010

    • 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

    Help Desk Software 4.0.2 released 1/19/2010

    • Fixed error, sometimes fired when deleting an issue
    • Passwords on the "settings" page are changed back to regular text-boxes instead of "password-fields" due to a popular demand.
    • Improved escalating job, better error processing
    • Slightly updated images

    Help Desk Software 4.0.0 released 1/18/2010

    • 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.

    Help Desk Software 3.7.0 released 1/4/2010

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

    Help Desk Software 3.6.9 released 1/3/2010

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

    Help Desk Software 3.6.7 released 12/29/2009

    • 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

    Help Desk Software 3.6.4 released 12/2/2009

    • Hosted helpdesk 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 helpdesk's Knowledge base was throwing a "potentially dangerous" exception sometimes
    • "Add all" and "Remove all" buttons on the permission editor page
    • Correct ticket lists displaying
    • Enlarged "username" and "email" fields in the database
    • Search now looks at the message-log also
    • New setting - "ServerTimeOffset"
    • Edit messages in the ticket 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

    Help Desk Software 3.6.3 released 10/21/2009

    • Removed domain-name from the "assigned to" label
    • Fixed the "test" error message when posting a ticket

    Help Desk Software 3.6.2 released 10/7/2009

    • Fixed the bug when admins were sometimes unable to assign issues to help desk technicians
    • Proper priority sorting on the "my issues" page
    • Fixed the "not yet" error on the autologin-page
    • Improved WYSIWYG editor
    • Custom fields
    • News engine fixed (hosted version only)
    • Fixed new-issue error on databases with case-sensitive collation
    • Updated helpdesk installation manual
    • Editing issues in the Knowledge-base
    • Improved admin panel

    Help Desk Software 3.6.1 released 9/21/2009

    • Fixed sorting in the ticket grids

    Help Desk Software 3.6.0 released 9/20/2009

    • Fixed the "noaccess"-page error
    • Optimized and compressed date javascript
    • Users list in the category permission editor is now sorted
    • Fixed Firefox problems with spaces in file attachments
    • Fixed helpdesk news RSS feed
    • Fixed email subject template saving
    • Fixed incoming email attachments processing
    • Improved WYSIWYG ticket-text editor
    • Proper priority sorting in grids

    Help Desk Software 3.5.9 released 9/4/2009

    • Better exception handling
    • HoursSpent is now shown in the summary report
    • Translation improvements
    • Fixed the "validation" error on the ticket-submission page
    • Fixed the "Assign a technician" button on the ticket page

    Help Desk Software 3.5.7 released 8/27/2009

    • "Add comment for techs" fixed

    Help Desk Software 3.5.6 released 8/22/2009

    • News - add news and announcements to your helpdesk
    • Section field is now optional - it's not displayed on the new-ticket page when theres no sections
    • Slightly redesigned ticket page
    • Fixed the message log design in Knowledge-Base
    • General UI improvements

    Help Desk Software 3.5.2 released 8/20/2009

    • Some hosted help desk version improvements
    • Improved MIME parser for insoming email messages: optimized performance, correct non-latin chars handling, HTML-parser

    Help Desk Software 3.5.1 released 8/18/2009

    • Removing CRLFs from incoming emails
    • Hosted version improvements
    • Unicode support (varchar fields upgraded to nvarchar)
    • Fixed: incoming emails incorrect encoding, quoted-printable parsing and umlauts
    • Optimized and compressed javascripts
    • WYSIWYG rich-editor with a color-picker for ticket text and comments
    • Security improvements

    Help Desk Software 3.5.0 released 8/14/2009

    • Fixed: lost carriage returns in email notifications
    • "Hours Spent" now accepts decimal values
    • Nice "no access" message
    • Improved "Lost password" functionality
    • When a technician or administrator creates a user - a "welcome email" is sent to that user with his login/password
    • When a technician creates a new user to submit a new issue "on behalf" - the newly created user is preselected on the new-issue page
    • The last 5 comments are now included in email notifications for convenience
    • Feature: sending email to the ticket user from the ticket page and from the user-profile page (via "mailto" link, admins and techs only)
    • "Get issues by user" search improved
    • Improved Date-Picker
    • Improved AD-module (timeout added - if AD-server is not responding)
    • New admin feature - deleting multiple issues at a time, multiple users at a time

    Help Desk Software 3.3.9 released 8/10/2009

    • Logo image always reverted back to original when saving settings
    • Older SQL Server versions compatibility (2000)

    Help Desk Software 3.3.7 released 8/4/2009

    • Preventing duplicate email notifications
    • Default issue subject for empty emails
    • Customizable logo and header/menu colors (via the admin panel - and you can still simply edit the HTML-code in the files in downloadable version)
    • Fixed - "Close date" was not always set when closing an issue
    • File attachments are now about 5% faster by using IHttpHandler instead of pages

    Help Desk Software 3.3.6 released 8/3/2009

    • Detailed message when POP-connector throws an error
    • Fixed the captcha error that sometimes happened on the "New-Issue" page
    • Spanish version

    Help Desk Software 3.3.5 released 7/30/2009

    • "Hours spent" field validation
    • Sending a welcome email (with username/password) when a user submits an issue without registering
    • JS error in user editor fixed
    • Improved category permission editor (backend)
    • Summary report now shows recent log entries next to issues
    • Ticket search results now also show recent log entries
    • Improved design

    Help Desk Software 3.3.3 released 7/27/2009

    • Domain-Name removed from the "issue taken" notification
    • Improved installer
    • The "get help" link moved to top
    • Option - everyone sees everyone's tickets
    • Option - to use Jitbit's SMTP server (for hosted version only)
    • New ticket-property - "Hours spent"
    • Proper "remember me" checkbox processing

    Help Desk Software 3.3.2 released 7/17/2009

    • Fixed the occasional "Null reference" error when sending a ticket notification

    Help Desk Software 3.3.1 released 7/16/2009

    • Redesigned "new ticket" form
    • Minor design improvements
    • Fixed email checker when reopening a ticket after getting an email
    • Categories tree on "My tickets" page
    • Improved user deletion functions
    • Improved IE6 (and lower) compatibility
    • Removed domain-name from the "logged in as" label and emails
    • Option to switch off error logging in the "web.config"
    • Improved incoming email attachments processing

    Help Desk Software 3.3 released 6/14/2009

    • 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

    Help Desk Software 3.2.2 released 5/13/2009

    • Optionally disable Knowledge-Base for unregistered users
    • Slight design improvements (icons, backgrounds)
    • "[table]" BBCode tag support
    • Rich-formatting in message log
    • "New ticket on-behalf" improved

    Help Desk Software 3.2.1 released 4/18/2009

    • Fixed category drop-down lists in the admin panel
    • Fixed some email-checker errors
    • An option to enable/disable anonymous ticket submission

    Help Desk Software 3.2.0 released 4/17/2009

    • Option to remove the anonymous ticket submission from the login page
    • Less limitations in the trial version
    • jQuery upgrade
    • "Datepicker" on date field in the reporting area
    • General UI improvements
    • Search tickets by date
    • Dutch language fix - nl-NL
    • Minor bug fixes

    Help Desk Software 3.1.8 released 4/7/2009

    • Adjustable "new issue" text when changing category
    • Default category for new issues
    • Separate email notification when changing category
    • Assign tech - changes status, sends localized tech msg
    • Fixed: POP email checker dies when IIS recycles an app-pool
    • Tech only KB - nice icon
    • KB fix (not logged in), KB switch fixed
    • en-GB language added (for correct date formatting)
    • Error email notifier
    • Attach multiple files when posting a new issue
    • "Send email" user flag (if one does not want any emails)
    • Get phone, location and username from AD
    • Improved HTML-parser for incoming emails
    • Bigger textarea for adding comment
    • In-plce user creation when submitting an issue "on behalf"

    Help Desk Software 3.1.6 released 1/20/2009

    • Improved installer: fixed the "could not load type HelpDesk.Global" error at startup, improved strong password generator in the database creation module
    • Fixed the "peekaboo" bug in IE6
    • Danish language
    • Techs can also submit issue on behalf (not just admins)
    • Change category module fixed

    Help Desk Software 3.1.5 released 1/9/2009

    • "del from kb" button is shown in KB
    • Visual Studio 2008
    • KB now shows non-system log entries only
    • Phone, location attributes for users
    • Italian language
    • Dutch language
    • moving tickets between categories allowed for regular technicians (non-admins)
    • IE6 fix

    Help Desk Software 3.1.4 released 10/24/2008

    • fixed "techs only" email notifications
    • AD email is not overwritten when the email field is empty
    • AD errors and email errors are now logged in the Windows Event Log
    • enlarged textbox when posting a comment to the log
    • some server 2008 compatibility improvements

    Help Desk Software 3.1.3 released 10/10/2008

    • Swedish language
    • fixed "user already exists" error when there's a problem getting user's email from AD
    • "logout" link is hidden when using windows auth
    • fixed email-import module address parser
    • improved performance

    Help Desk Software 3.1.2 released 9/26/2008

    • 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

    Help Desk Software 3.1.1 released 8/8/2008

    • 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

    Help Desk Software 3.1.0 released 6/24/2008

    • Improved search
    • Updated manual
    • Strip HTML from incoming emails
    • BBCode support and Rich formatting
    • Usernames are displayed without the domain
    • Improved message-log (now looks like a forum), improved formatting
    • Attaching files is now logged
    • Improved comments engine
    • Redirecting to the ticket submission form after registering
    • Easier human readable captcha
    • Improved CSS

    Help Desk Software 3.0.0 released 5/27/2008

    • All-new interface design
    • Handling incoming email attachments (files are attached to an issue)
    • Improved installer
    • Updated manual
    • User email confirmation when an issue is submitted
    • Improved admin panel (user management)
    • Other minor improvements

    Help Desk Software 2.8.6 released 4/10/2008

    • Improved sections processing in search and "change category" dialogs

    Help Desk Software 2.8.4 released 3/18/2008

    • Sections (organize categories to "folders"
    • Issue ID is clickable in the grids
    • edit issue (admins only)
    • search KB
    • localized "lost password" email
    • improved user report
    • "issues by user" stats
    • many minor improvements through the Helpdesk application

    Help Desk Software 2.8.3 released 2/29/2008

    • Hotfix - new issues hidden from the active grid

    Help Desk Software 2.8.2 released 2/27/2008

    • sometime hang with incorrect email settings
    • proper HTML-formatting in KB
    • improved async email thread performance
    • notify technician when he is assigned to an issue
    • notify technician an issue moved to his category
    • techician name in active issues grid
    • CSS improvements (grid formatting)

    Help Desk Software 2.8.1 released 2/8/2008

    • Fixed: close/re-open issue email was sent even when notifications are disabled
    • Localized priority description
    • Priority is included in email notifications

    Help Desk Software 2.8.0 released 1/28/2008

    • Portuguese language
    • Norwegian language
    • Better Active-Directory integration (automatically gets user's email from AD)
    • Improved email parser
    • Export reports to Excel

    Help Desk Software 2.7.8 released 12/19/2007

    • Email-template being reset under certain IIS timeout settings - fixed
    • Improved issue commenting

    Help Desk Software 2.7.6 released 12/5/2007

    • CR/LF comment error fixed
    • German translation improvements in reports

    Help Desk Software 2.7.5 released 12/3/2007

    • <br/> problem fixed
    • categories are sorted alphabetically
    • German language improvements
    • performance improvements

    Help Desk Software 2.7.4 released 11/30/2007

    • Email sending fixed
    • Improved pie-charts
    • Improved comment parsing

    Help Desk Software 2.7.3 released 11/28/2007

    • Customizable email notification text
    • Pie-chart diagram in "Summary" helpdesk report
    • "Comments" field for a user, where admin can store some additional user info like a hardware profile
    • Email notifications are enabled in the evaluation version
    • "From" field added to issue grid
    • Limiting the attachment file size
    • More general improvements

    Help Desk Software 2.7.2 released 11/9/2007

    • Email SMTP integration may not work under certain conditions - fixed

    Help Desk Software 2.7.1 released 11/8/2007

    • Much improved HelpDesk installer
    • Added "FirstName", "LastName" columns to the user reports

    Help Desk Software 2.7.0 released 11/1/2007

    • Improved email checker, which creates helpdesk issues from incoming emails
    • Fixed improper "remember me" behaviour
    • "Home" link always visible (even for non-authenticated help-desk users)
    • More detailed email notifications
    • Improved user deletion procedure (clean-up)
    • Reworked statistics (performance optimizations), added "closed date" parameter and "issue duration" stats
    • Now Multilingual German language added, more to come!
    • Issue formatting: line-breaks are preserved

    Help Desk Software 2.6.1 released 9/21/2007

    • Minor email-module improvements
    • Optimized performance

    Help Desk Software 2.6.0 released 9/20/2007

    • Fixed error converting too large emails into helpdesk issues
    • Fixed incorrect saving POP-port settings
    • Fixed empty issue body when HelpDesk imports multipart MIME messages with nested structure
    • improved injection-security
    • confirmation dialog when closing a helpdesk issue

    Help Desk Software 2.5.10 released 9/7/2007

    • Fixed a email-password swap bug when registering users

    Help Desk Software 2.5.9 released 8/27/2007

    • "My Issues" page now show issues submitted by user, AND handled by user, with an option to switch views (handled only/submitted only/all/archive)

    Help Desk Software 2.5.8 released 8/20/2007

    • Search Issue by ID
    • Show issue ID in grids
    • Fixed bug with adding a category
    • General improvements

    Help Desk Software 2.5.7 released 8/16/2007

    • Clean XHTML-code
    • CSS-improvements
    • Ability to browse the HelpDesk's Knowledge Base without logging in
    • Storing first/last users' names
    • Improved performance
    • Reduced page size
    • other general improvements

    Help Desk Software 2.5.5 released 7/29/2007

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

    Help Desk Software 2.5 released 7/6/2007

    • Mail-IN feature which allows auto-creating helpdesk incidents based on incoming emails
    • Improved postback verification when submitting a new incident to help-desk
    • administrator panel improvements
    • "Lost password" link for registered users
    • SSL option to connect to SMTP-server
    • "Phrases.config" file which holds common phrases for emails and comments
    • Ability to restrict incident-deletion

    Help Desk Software 2.0.1 released 4/30/2007

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

    Help Desk Software 1.9.0 released 1/20/2007

    • Added Windows-integrated authentication support
    • Cheaper prices, source code available (ASP.NET, C#)

    Help Desk Software 1.8.1 released 12/26/2006

    • Sortable grids
    • Reports
    • More settings
    • Improved user-interface
    • Improved installer
    • File attachments
    • and many more!

    Help Desk Software 1.6.1 released 12/7/2006

    • Updated installer - allows installing Jitbit HelpDesk on a remote SQL-server

    Help Desk Software 1.6.0 released 10/24/2006

    • Added single sign-on feature for easy integrating Jitbit Help-Desk into existing ASP.NET websites and applications

    Web-based help desk software to delight your customers. Tracks support tickets, fully integrates with your mailbox. This is the "on-premise" version.
    We also have a hosted one.

    Help Desk Software