What's new in SaaS Help Desk

The changes listed below are live on the Hosted version. If you wan to see the list of changes that are released to the on-premise version see version history.

• fix
  Fixed duplicate "new ticket" notifications when automation changes ticket category 8/15/2019
• fix
  Fixed a rare issue with mobile app login not working with SAML 8/13/2019
• enh
  Process automation before new ticket confirmation 8/12/2019
• new
  Option to resend an existing attachment again 8/11/2019
• enh
  Show a warning when posting a reply while impersonating another user 8/7/2019
• enh
  Vimeo videos auto embed, just like YouTube 8/5/2019
• enh
  GitLab integration: list all projects 8/4/2019
• fix
  Update template when changing category on new-ticket page 8/4/2019
• new
  New automation condition "assigned agent is Out Of Office" 8/3/2019
• new
  Send new ticket confirmation to all subscribers too 8/1/2019
• enh
  Company popup, just like the user popup (click on a company name) 7/31/2019
• enh
  Disable editing custom fields and deleting attachments if ticket is closed 7/28/2019
• fix
  Do not send "ALL techs" notification when explicit recipients specified 7/28/2019
• fix
  "Notify ALL technicians in a category when a customer updates a ticket" do not send notifications to admins 7/12/2019
• enh
  Support HTML in automation rules email-sending actions 7/8/2019
• enh
  JIRA integration - added API token as an option 7/4/2019
• enh
  New automation condition "assigned agent is Out Of Office" 7/3/2019
• enh
  Link to an automation rule from the ticket log 7/2/2019
• enh
  Canned responses "quick search" now searches within canned responses body too. 6/30/2019
• enh
  When creating tickets from comments - link tickets and add ##-mention to the original comment 6/27/2019
• enh
  Support for ##TicketID mention 6/27/2019
• enh
  Show Out of Office status on grid & new ticket assign box 6/25/2019
• enh
  Much faster search 6/23/2019
• new
  New setting - minimum characters required when creating tickets 6/21/2019
• enh
  New ticket form - moved “category” to the top 6/18/2019
• enh
  Option to "add assignee signature" to "add reply" automation action 6/13/2019
• fix
  Fixed summary report category list for managers 6/12/2019
• fix
  KB search improvements 6/5/2019
• enh
  Option to remove ticket subscribers via automation 6/1/2019
• enh
  Show "number of replies written" on user profile page 5/27/2019
• new
  Ability to set "out of office" status for users 5/23/2019
• new
  Support for multiple built-in email addresses per instance More info... 5/21/2019
• enh
  Better support for RTL languages (Hebrew and Arabic) 5/20/2019
• new
  Added report "% of tickets closed within the first 1,2,4,8,24,48 hours" 5/19/2019
• new
  Added Estonian, Latvian, Lithuanian languages 5/18/2019
• fix
  Fixed Slack integration 5/16/2019
• enh
  Added quick filter box to automation rules list for better search 5/13/2019
• enh
  "Resend comment" now resends attachments too 5/12/2019
• enh
  Summary report and Dynamics report are made visible to managers too (since they see tickets anyway) 5/12/2019
• enh
  If Summary report filters tickets by category, include cusotm fields from that category only 5/10/2019
• enh
  Added "origin" to the summary report 5/5/2019
• enh
  Added tags to ticket export 5/4/2019
• new
  Per-category email templates 5/4/2019
• enh
  Show user lookup data in user-popups 4/26/2019
• enh
  Keyboard shortcuts for previous/next tickets (J and K like in Gmail), Ctrl+Enter on ticket-edit 4/26/2019
• enh
  Added "send email to all ticket subscribers" automation rule action 4/21/2019
• enh
  Added custom fields to HTTP-post automation 4/12/2019
• enh
  Added new mask #NonTechSubscribers# to email templates 4/11/2019
• fix
  Widget support for jQuery 3 4/9/2019
• enh
  "Logout" now invalidates all other sessions too 4/2/2019
• enh
  Custom report - added "replies count" metric 4/1/2019
• fix
  Cloned tickets are no longer linked to the original 3/30/2019
• new
  Added "Subscribers" functionality to Ideas Forum 3/23/2019
• fix
  Ticket search - do not show deleted tickets by default 3/22/2019
• fix
  Proper notification when adding secondary assignee 3/22/2019
• fix
  Fix KB notifications for tech-only articles 3/20/2019
• enh
  Close the widget when the ticket has been closed 3/18/2019
• enh
  Ticket Search "was reopened at least once" criteria 3/16/2019
• new
  "Username is typing" realtime indicator in ticket and widget 3/14/2019
• new
  New Slack integration 3/13/2019
• enh
  Added "Via" origin to ticket details pane 3/11/2019
• enh
  Added "assigned to" filter to Summary report 3/9/2019
• new
  Survey Monkey integration 3/8/2019
• new
  Added Stripe integration 3/8/2019
• enh
  Show ticket close date with time in summary report 3/6/2019
• new
  New feature: custom password policies 2/27/2019
• fix
  Fixed user profile validation when username editing is disabled 2/19/2019
• enh
  Trying to show the actual bounce reason on failed reply notification delivery 2/15/2019
• enh
  Added an ability to "mark as read" instead of deleting for Exchange servers 2/12/2019
• enh
  Ability to set Exchange autodiscover URL explixitly 2/11/2019
• enh
  Ability to convert ideas to tickets 2/11/2019
• enh
  Added #Department# and #Location# to email masks 2/11/2019
• fix
  Sorting file attachments by date 2/11/2019
• enh
  New API method: GET UserByUsername 2/11/2019
• enh
  Added more SAML attribute mappings 2/11/2019
• enh
  Resend button for bounced emails 2/11/2019
• enh
  "Has attachments" flag in ticket search 2/7/2019
• new
  Ideas forum: added basic search 1/21/2019
• new
  Added image carousel to the ticket view for easier cycling through all image attachments 1/20/2019
• fix
  Fixed GitHub integration 1/18/2019
• enh
  Added company info to Slack notification 1/11/2019
• fix
  Fixed images when publishing ticket to ideas 1/9/2019
• enh
  Ability to convert ideas to tickets. Also, better explanation how ideas emails work. 1/6/2019
• enh
  Added more info to technicians report Excel/CSV export 1/4/2019
• fix
  YouTube links pasting fix for dashes in the URL 1/3/2019
• fix
  Scheduled tickets due date shifting fixed 1/1/2019
• enh
  Added #Department# and #Location# to email template masks 12/29/2018
• enh
  Sorting file attachments by date 12/27/2018
• fix
  Visual Studio Online is now Azure DevOps. Fixed the integration. 12/20/2018
• enh
  Increased "recently viewed tickets" to 15 12/18/2018
• fix
  Firefox fix for Ctrl+B and Ctrl+I in the editor 12/18/2018
• fix
  Always reopen tickets from Automation, ignore the "days to reopen" setting 12/17/2018
• enh
  New API method: GET UserByUsername 12/14/2018
• enh
  Added more SAML attribute mappings 12/14/2018
• enh
  French support in forwarded emails 12/14/2018
• enh
  Better search results 12/13/2018
• enh
  "Skip tech notification" option when creating tickets on behalf 12/13/2018
• enh
  Resend button for bounced emails 12/11/2018
• fix
  A lot of widget and live chat fixes 11/27/2018
• enh
  Assets import from CSV - option to ignore empty fields 11/26/2018
• enh
  Allow managers to change priority 11/25/2018
• enh
  Set Due date ation can now add time to ticket date, not just current date 11/23/2018
• enh
  Support for numeric categoryID in CSV import 11/23/2018
• fix
  Setting ticket custom field via automation didn't trigger other rules 11/15/2018
• enh
  New API method - "SetCustomFieldForAsset" 11/14/2018
• fix
  Freshdesk import fixes for new API 11/13/2018
• enh
  New API methods: "AddAssetToTicket", "SetCustomFields", "UpdateComany", "RemoveSubscriber", "SetCustomFields" 11/11/2018
• enh
  Support for German and French forwarded emails detection 11/7/2018
• enh
  Replace links to YouTube with embedded videos 11/6/2018
• new
  Knowledge Base reports 11/5/2018
• new
  "Number" custom field type 11/2/2018
• enh
  Added "TimesReopened" to summary CSV export 10/30/2018
• enh
  Log ticket cloning in the timeline 10/27/2018
• new
  Added "avg # of times tickets are reopened" to Speed report 10/20/2018
• new
  New automation rule "Send email to all users in a department" 10/11/2018
• fix
  Reverted the technician sorting back to first name last name 10/2/2018
• fix
  Adding new ticket subscribers BEFORE running automation rules, otherwise rule notifications not sent to all subscribers 9/30/2018
• enh
  Two factor auth improvements: removed "beta", request the QR code over https, show manual entry key in addition to the QR code 9/24/2018
• enh
  Added last week, last month, previous month options to reports 9/13/2018
• fix
  Include secondary assignees in "notify assigned agent" automation rules 9/10/2018
• enh
  Option to exclude admins from "Notify Techs" automation action 9/4/2018
• enh
  VSO integration: ability to link an existing issue instead of creating a new one 8/30/2018
• enh
  VSO/TFS integration: support for non-default collection names 8/30/2018
• enh
  Bitbucket integration: selecting issue type 8/25/2018
• enh
  Added "Skip email notification" option to the "Assign" automation rule 8/24/2018
• enh
  Optionally assign assets to user and company when importing from CSV 8/23/2018
• enh
  Assets update when importing from CSV (or create if not found) 8/22/2018
• fix
  Removed disabled techs from technicians-report 8/21/2018
• enh
  Show canned responses in mobile web UI 8/18/2018
• fix
  Fixed searching by custom fields in reports 8/18/2018
• enh
  Show username of a disabled user in the deletion log when marking tickets as spam 8/15/2018
• new
  Auto-generate companies from email domains for new users 8/11/2018
• enh
  Reopen ticket if the last email notification bounced 8/3/2018
• fix
  Correct toolbar buttons after takeover in custom status 8/3/2018
• fix
  Fixed iCal export on ticket page for non-US date formats 8/1/2018
• new
  We've moved from BBCode to HTML for our internal formatting language. 7/24/2018
• enh
  Added "resend welcome email" button to user edit page 7/17/2018
• enh
  Ideas forum - added "in progress" status 7/17/2018
• new
  Handle bounce emails. Show recipients with delivery issues in the app 7/12/2018
• enh
  Ideas forum notifications: on status change and new idea posting 7/12/2018
• enh
  Allowing Google login only for specific domains 7/5/2018
• enh
  Showing a total number of assets in asset grids 7/4/2018
• fix
  Fixed adding subscribers in the mobile UI 7/4/2018
• enh
  Show the widget popup only when there are new messages in chat. Leave minimized otherwise. 7/3/2018
• enh
  "Users" API now supports filtering by CompanyID and DepartmentID 7/2/2018
• enh
  API Tickets - filter by multiple statuses 7/2/2018
• new
  Convert support ticket into another ticket's reply 7/1/2018
• enh
  "Send HTTP request" action now supports adding custom HTTP headers 6/29/2018
• enh
  Added "A -> Z" sorting button to the mobile view 6/29/2018
• new
  Ideas forum: a place for your user to submit feature requests and other ideas (located in Knowledge Base) 6/27/2018
• enh
  New API method: Stats 6/27/2018
• new
  "Allow emails from unregistered users" - added option to edit domains from which email is allowed 6/26/2018
• enh
  Added due date filter to summary report 6/25/2018
• enh
  Changing ticket creation date and close date now logged in comments 6/24/2018
• fix
  Fixed HTTP POST automation encoding (JSON) 6/22/2018
• new
  Added GitLab integration 6/17/2018
• enh
  User autosuggest now searches for email in full (not just "starts with") 6/15/2018
• new
  New automation condition: Ticket is updated for tech (last reply was for techs only) 6/14/2018
• enh
  Support #Technician# mask in canned responses 6/6/2018
• new
  Added "Tags" section to the admin panel 5/30/2018
• enh
  Admins can delete ticket edit log files now fix#2591 5/29/2018
• enh
  Added "last updated" to Summary report 5/29/2018
• enh
  API "UpdateTicket" can now change ticket submitter 5/26/2018
• enh
  AddSubscriber API method 5/20/2018
• enh
  New automation action: "Remove tags from ticket" 5/16/2018
• enh
  KB redesign for better visual hierarchy 4/30/2018
• enh
  Ability to "retire" an assets ("Disabled" property) 4/22/2018
• fix
  Fixed sorting in techs report 4/13/2018
• new
  Subscribing to individual KB article updates 4/10/2018
• enh
  Allow script tags in "custom JS" settings - allowing to paste Google Analytics snippets directly 4/10/2018
• enh
  Different colors for custom statuses 4/10/2018
• new
  "Departments" link in the admin panel 4/10/2018
• new
  Adjustable number of aricles on KB homepage 4/5/2018
• enh
  #DueDate# tag in email templates 4/4/2018
• enh
  Added "today" option to Summary Report 4/2/2018
• new
  Admin-only custom fields 3/29/2018
• new
  New API Method: AssignAssetToUser 3/29/2018
• enh
  VSO integration: ability to set description when creating item types 3/27/2018
• enh
  New design for charts in reports 3/17/2018
• fix
  Fixed Autoresponder text disappearing in Accept emails from unregistered users setting 3/14/2018
• fix
  #close# tag in email subjects looks at the settings before closing a ticket 3/13/2018
• enh
  Added "enableEmailNotifications" to UpdateUser API fix#2518 3/9/2018
• enh
  Added a "ticket was cloned" note to the cloned ticket body 3/9/2018
• new
  Show KB suggestions hint from Jitbit Bot to technicians in new tickets 3/7/2018
• fix
  Show a techs only custom status only if a tech has permissions in this category 3/6/2018
• enh
  Collapse tags in grid if there are a lot of them 3/5/2018
• enh
  Added #date# to HTTP Request automation action 3/5/2018
• new
  API for Assets: view, update and create. See the manual 3/5/2018
• enh
  Public holidays in your country are now considered weekend if you have working hours set (based on the Jitbit language setting) 3/1/2018
• enh
  Support for infinite automation rules nesting (Rule 1 triggers Rule 2 then Rule 2 triggers Rule 3 etc.) 2/28/2018
• new
  Abilty to set "start repeating" date AND time for scheduled tickets 2/26/2018
• enh
  Bulk delete/disable users from search 2/25/2018
• new
  Added Slovenian language 2/20/2018
• enh
  Log password change to Deletion log report 2/16/2018
• enh
  Added support to center-align text in WYSIWYG editor and [center] bbcode tag 2/14/2018
• enh
  Ability to assign an asset to a company 2/13/2018
• enh
  Clicking browser's "back" button on the ticket-view page remembers the previous position in the grid 2/12/2018
• enh
  Updated "Subject contains" automation condition to support "subject equals" mode as well 2/8/2018
• enh
  Allow inserting techs-only KB articles into ticket 2/8/2018
• enh
  Add "*" to a browser tab with an open ticket when a new comment arrives (if the tab is not active) 2/6/2018
• new
  New email template tag: #Suggested_KB_articles# - shows a list of links to Knowledge Base articles that are similar to the ticket 2/5/2018
• new
  Ability to add individual custom fields to email templates, like #CF1234# where 1234 is custom field ID. 2/5/2018
• new
  New automation rule action "change ticket submitter" 2/4/2018
• enh
  Showing attachments and inline images in live chat 2/4/2018
• enh
  Added company filter and tag filter to "Tickets per day" report 2/4/2018
• new
  Added canned responses editor to the Admin menu 1/28/2018
• enh
  Show KB suggestions in the live chat widget 1/26/2018
• enh
  Option to include attachments in Notify Techs automation 1/25/2018
• enh
  Added "Email" field to GET Tickets API 1/21/2018
• new
  Live chat in the support widget more info... 1/18/2018
• new
  Highrise integration 1/2/2018
• enh
  "Custom field is empty" condition and "clear custom field" action for dropdown fields 12/28/2017
• new
  Bulk-reply to tickets in grid 12/17/2017
• enh
  Categories quick search (if more than 10) in the admin panel 12/17/2017
• enh
  Slightly redesigned Search and Summary report forms 12/6/2017
• enh
  Allow creating empty-body KB articles with attachments 12/4/2017
• new
  Widget: added an ability to automatically show the widget after a certain number of seconds and to show and close the widget programmatically 12/4/2017
• enh
  Better Visual Studio Online integration - added support for workitem types 11/29/2017
• enh
  Same control order in all reports and better usability 11/27/2017
• new
  Added an ability to test automation rules on the rule edit page 11/27/2017
• new
  Optional auto-responder for emails coming from unregistered users 11/23/2017
• fix
  Fixed "new article" button in KB category 11/21/2017
• fix
  Fixed the issue when an email notification was sent without attachments in rare cases 11/21/2017
• fix
  Faster image upload in the rich-text editor 11/17/2017
• enh
  API search now accepts numeric ticket-ID queries 11/14/2017
• fix
  Exchange protocol fixed -- added an ability to enter domain\username in addition to email address 11/13/2017
• enh
  Categories - restore default alphabetical sort button 11/6/2017
• new
  "From name" for categories setting 11/6/2017
• enh
  Added tags to KB export 11/5/2017
• new
  Recycle bin for tickets. Deleted tickets are now stored for 14 days and can be viewed in "Deleted tickets" report 11/2/2017
• enh
  Ability to pre-select a category in light support widget 10/30/2017
• new
  Automation trigger "Triggered by another rule" 10/27/2017
• fix
  Fixed new replies in the mobile interface 10/26/2017
• enh
  Add suggested KB articles to the drop down list in the new reply editor 10/25/2017
• enh
  Paste drag-and-dropped images straight to the text as inline images 10/25/2017
• enh
  Added "time of day" to custom report 10/25/2017
• fix
  2-factor authentication security fixes 10/20/2017
• enh
  Multiple selectable categories in Technician report 10/17/2017
• enh
  Scheduled tickets now support due date (set to the same offset as original) 10/17/2017
• enh
  Better search in Knowledge Base 10/17/2017
• enh
  Better "suggested articles from KB" when creating a new ticket or viewing an existing one 10/16/2017
• enh
  Ticket subscribers are now color-coded according to their roles (techs or customers) 10/16/2017
• new
  "NOT TRUE" option for automation conditions 10/14/2017
• new
  Added a new automation action - "mark ticket as spam" 10/11/2017
• fix
  Fixed Chrome issue - after pasting big-height image typing occurs under scroll 10/9/2017
• fix
  Fixed a couple of file upload bugs 10/6/2017
• enh
  Do not add incoming email user to subscribers automatically (if not tech), for better security and protecting external communication 10/6/2017
• fix
  Exchange protocol fixes (The minimum required version is Exchange 2010 now) 10/5/2017
• fix
  Desktop notifications only for tickets you have permissions to view 10/4/2017
• enh
  Showing better errors for third-party integration issues 10/2/2017
• enh
  Tab menu mouse-hover color is now same as "active tab text color" for consistency 10/2/2017
• fix
  API: GET Tickets method now returns an error when a tag with a supplied tagName doesn't exist 10/2/2017
• enh
  New automation rules now save and display the name of the person who created it 10/2/2017
• fix
  Fixed the editor working incorrectly after a validaiton error happens and showing a bunch of random symbols before submitting a form with inline images 9/29/2017
• enh
  Added an ability to add short text descriptions to Automation Rules 9/29/2017
• enh
  Added "two-factor authentication enabled" column in the admin - Users list 9/29/2017
• enh
  API: UpdateTicket method not lets you to update ticket tags 9/29/2017
• enh
  Admin Categories - fixed and improved reordering categories in a section via drag-and-drop 9/28/2017
• fix
  Fixed wrong URLs in #Attachments# tag in email templates 9/27/2017
• enh
  Click on a desktop notification now leads to the corresponding ticket 9/25/2017
• fix
  Fixed administrators not showing in user CSV export 9/22/2017
• enh
  Added emailDomains parameter to POST Company API (see manual) 9/22/2017
• enh
  Added category filter to Custom Report 9/21/2017
• new
  Email verification when users manually register in help desk 9/21/2017
• fix
  Users CSV import now updates passwords for existing users too 9/18/2017
• new
  Upload files via drag-and-drop 9/11/2017
• new
  New automation rules trigger: A tag is added to a ticket 9/10/2017
• enh
  Drag-and-droppable tickets in calendar view report 9/4/2017
• enh
  Canned responses can now be used on the ticket-forward page too 9/3/2017
• fix
  Always reopen scheduled tickets ("Reopen original instead of creating new one") despite the reopen settings 8/29/2017
• enh
  Show longer custom fields values in the main ticket list 8/29/2017
• fix
  Allow tickets with empty subjects when submitted via email 8/25/2017
• enh
  When linking 2 and more ticket, they are ALL linked with each other (not just with the first ticket) 8/24/2017
• enh
  Linked tickets from the same company are now shown to managers 8/24/2017
• fix
  Do not send "another tech took the ticket" notification if a user has tech-notifications disabled in his profile 8/24/2017
• enh
  Ticket subscriber list now updates in real time too 8/24/2017
• new
  Added "UpdateTicket" API method, with an option to change "Time Spent". 8/23/2017
• fix
  Fixed on-behalf ticket creation in the API POST Ticket method 8/21/2017
• enh
  Better search performance and more relevant results 8/21/2017
• fix
  Fixed a rare case when admins were getting double notifications about new tickets 8/17/2017
• enh
  More ticket information in push notifications 8/15/2017
• fix
  Fixed merging tickets in grid with real-time updates 8/15/2017
• fix
  Fixed "reply & close" with mandatory custom fields fields 8/14/2017
• fix
  All forms now support email addresses with new longer TLDs 8/12/2017
• new
  The ticket list and the ticket page now update in real-time. You don't need to refresh the page - the data you see is always current. 8/7/2017
• enh
  All CSV imports now use a proper background thread. A user that started an import will get a summary email when it suceeds or fails. Also, if there are any errors we try to point you to the exact line in a CSV file that causes issues. 7/27/2017
• fix
  Fixed incorrect CSV export when custom field has comma in its name 7/9/2017
• enh
  Added ticket origin to the GET Tickets API method 7/9/2017
• enh
  Added more working hours options 7/2/2017
• new
  New report - Scheduled Tickets History report 7/1/2017
• enh
  Added grouping by section to "custom report" 6/30/2017
• new
  Added support for holding Shift when selecting multiple rows in the ticket grid 6/19/2017
• enh
  Summary report - search by multiple companies 6/19/2017
• new
  Removed obsolete "Do NOT reopen tickets automatically when a reply is posted". Replaced by "Allow customers to re-open their tickets within X days". 6/9/2017
• fix
  Fixed Slack and Hipchat integrations, also made them support unicode 6/6/2017
• enh
  Send notification to "secondary assignee" when assigned to a ticket 5/19/2017
• new
  New automation condition: "Ticket has tag" 5/19/2017
• enh
  Added sectionId parameter to GET Tickets API method 5/19/2017
• enh
  Made it easier for admins to create new users (slight form redesign, ability to generate a password, autofill username from email) 5/16/2017
• new
  Users can now subscribe to updates in Knowledge Base categories 5/16/2017
• fix
  Fixed Asana integration bug with non-latin characters 5/14/2017
• new
  Assets search - find assets by user, by company, by department 5/12/2017
• new
  Department page: show list of users, assets, recent tickets from that department 5/11/2017
• new
  New setting - "Restrict customers reopening their tickets after X days" 5/11/2017
• enh
  "Custom field equals" automation rule now supports wildcards 5/9/2017
• new
  Per user "new ticket" notification setting for for technicians 5/8/2017
• enh
  Added "Department" field to CreateUser API, to CSV tickets export, and to CSV users export 5/7/2017
• enh
  KB default sorting - newest articles are on top (if no custom order is specified) 5/7/2017
• new
  Clone category (with permissions and custom fields) 5/2/2017
• fix
  Fixed unsubscribing from tickets when using a non-English language 4/27/2017
• enh
  Allow managers to filter by "from" field 4/27/2017
• enh
  Do not reset "Updated by customer" badge when clicking Takeover without writing a reply 4/27/2017
• new
  Support for EWS protocol (Exchange, Office365) for incoming mailboxes 4/20/2017
• fix
  Fixed "Before Due date" automation condition for working hours 4/20/2017
• fix
  Fixed [size] formatting tag 4/20/2017
• enh
  Require to enter the current password when changing password 4/12/2017
• fix
  Fixed 'previous month' period in Summary report 4/5/2017
• fix
  Ticket details labels no longer overlap with corresponding edit buttons 4/4/2017
• enh
  Prompt to move existing tickets when deleting category 4/3/2017
• enh
  Assets CSV export now shows assignees 4/1/2017
• enh
  Huge performance improvements 4/1/2017
• enh
  "Updated" badge for recently updated KB articles 3/31/2017
• enh
  Disable mail servers on login error, show notification about this on top of every page to admins 3/29/2017
• fix
  API SetTicketStatus now returns proper error when mandatory custom fields are not set 3/29/2017
• enh
  Ticket stat icons under the sidebar are now links to predefined filters 3/23/2017
• new
  New setting "Title link" - where the top-left logo links to 3/20/2017
• enh
  Support for #FirstName# and #LastName# in email templates 3/19/2017
• fix
  Quick-search for user now support first/last names correctly 3/19/2017
• enh
  Notify technician of ticket unassigning 3/18/2017
• enh
  Added "due date", "user location" and "user department" to advanced search 3/16/2017
• enh
  Support for file attachments in Comment an Ticket API methods 3/16/2017
• new
  Added "Source code" button to the WYSIWYG editor 3/15/2017
• enh
  All API dates are now returned in UTC (ISO format) 3/15/2017
• new
  Integration with Github Enterprise ("self-hosted" Github) 3/13/2017
• enh
  "This month", "Previous month", "Last 30 days" options for Summary report 3/9/2017
• fix
  Fixed category filter in Dynamics report Excel export 2/28/2017
• new
  Export due date to calendar right from the ticket view 2/22/2017
• new
  Two new API methods: GET Users and GET Companies (see the manual) 2/21/2017
• enh
  Show category descriptions on mouse over when creating a new ticket 2/12/2017
• new
  Attaching files to assets 2/12/2017
• enh
  POST Comment API method now returns the created comment ID 2/11/2017
• new
  New API method: SetDueDate (see the API docs) 2/10/2017
• enh
  Added "Tickets submitted" to technicians report 2/10/2017
• new
  Google Drive integration 2/8/2017
• enh
  Comment date is now a permalink to that comment 2/7/2017
• enh
  When forwarding a ticket by email save the forwarded message content in a txt file and attach it to the ticket 2/7/2017
• new
  Added an ability to copy the ticket subject and body when creating new issues in Github, Bitbucket, Jira, VSO and Asana 2/6/2017
• new
  Option to remove assignee via an automation action 2/6/2017
• enh
  Support for Basic authentication in User Lookup 2/6/2017
• enh
  Ticket filter now supports secondary assignees too 1/31/2017
• enh
  Link scheduled ticket to the original 1/25/2017
• enh
  Support for multiple assignees in the "Assign to" automation action 1/24/2017
• new
  Added an ability to clone assets 1/21/2017
• fix
  All API methods now return dates in the same format 1/18/2017
• enh
  Users CSV export now includes information about user role (Admin, Tech, Manager, is 2-factor enabled etc) 1/17/2017
• new
  Send email to techs when a KB article has been created 1/13/2017
• enh
  Tagging KB articles right from the new article page 1/11/2017
• enh
  Added priority chart to summary report 1/6/2017
• enh
  Similar articles from KB are now also being searched by tags 1/4/2017
• new
  Allowing assigning multiple technicians to a ticket 12/28/2016
• fix
  Fixed "set due date" automation when considering working hours 12/20/2016
• enh
  Non-tech users are taken to KB on the first visit even if they are logged in 12/19/2016
• enh
  Sort summary report by MULTIPLE columns (shift+click) 12/16/2016
• enh
  Same date format in all CSV exports 12/15/2016
• enh
  Filter the ticket grid by multiple techs 12/14/2016
• enh
  When a tech assigns ticket to themselves skip the "takeover" and move to "in progress" 12/13/2016
• new
  Added graphical charts to "custom report" 12/12/2016
• new
  Filter by date in Deletion Log report. 12/11/2016
• new
  Filter ticket grid by multiple priorities 12/9/2016
• new
  Added Slovak language 12/7/2016
• new
  Added an ability to post JSON data in the 'Send HTTP request' automation action 12/6/2016
• new
  New automation trigger: Ticket due date has changed 12/6/2016
• fix
  "Add tag" automation rule now works with non-existing tags 12/5/2016
• enh
  "For tech only" comments are shown to technicians of this particular category, not ALL technicians. 12/5/2016
• new
  Added "Average response time" and "Average resolution time" to Technicians report 12/2/2016
• enh
  You can now choose work-item type for Visual Studio Online integration 12/2/2016
• enh
  Added dateFrom and dateTo parameters to the GET Tickets API method 12/2/2016
• fix
  "Tickets per day" report - fixed export to Excel 11/29/2016
• enh
  Showing usernames, not emails, in comments, when a comment is addressed to a particular user 11/24/2016
• enh
  Do not add CC recipients to ticket subscribers if there's more than 20 11/23/2016
• enh
  Export Dynamics report into multiple CSV files. 11/23/2016
• new
  New automation trigger: "custom field was changed" 11/15/2016
• enh
  "Add all technicians" link on category permissions page 11/9/2016
• new
  Setting working hours by 30 minutes intervals 11/8/2016
• enh
  Do not auto-close tickets that are updated "for techs only" 11/8/2016
• new
  "Logged by" condition in Automation Rules 11/7/2016
• new
  Added "previous/next ticket" buttons in the ticket sidebar 10/28/2016
• enh
  Upgraded all JS-dependencies (jQuery, jQuery UI, front-end components etc.) to the latest versions 10/26/2016
• enh
  Save previous subject/body into a log file when editing a ticket 10/25/2016
• fix
  Editor no longer loses focus after clicking on formatting buttons 10/25/2016
• fix
  Fixed sorting in custom reports 10/25/2016
• enh
  Improved how attachments are displayed on the ticket page 10/25/2016
• new
  Added an ability to group by user location in Custom Report 10/24/2016
• new
  Pasting image into a ticket/reply editor now works in Chrome too! 10/22/2016
• enh
  Enabled TLS 1.1 and 1.2 support for POP and IMAP 10/21/2016
• new
  Two new API methods for Knowledge Base. Read more 10/19/2016
• new
  Added a custom status setting: Stop the automatic "time spent" clock when a ticket is in this status 10/19/2016
• enh
  Added tooltips with full ticket subject and status to Due date 10/19/2016
• fix
  Do not automatically "takeover" a ticket on the first reply, if the reply is "for technicians only" 10/18/2016
• new
  Minor UI redesign (header, search box, tabs, background) for better UX and less distractions, iOS-style checkboxes in the admin panel etc. 10/17/2016
• new
  New setting - "custom JavaScript" to add to application pages. 10/16/2016
• fix
  Fixed the "set to my timezone" button in the admin panel 10/16/2016
• enh
  User "signature" field increased to 2000 chars 10/15/2016
• enh
  Database performance improvements 10/15/2016
• fix
  Fixed bug with blank auto-updating grid when looking at a particular section/category 10/14/2016
• enh
  Switched to "type=email" in all user forms, slightly redesigned the "lost password" page 10/14/2016
• enh
  New ticket page - if user has permissions to only 1 category, preselect this category 10/14/2016
• fix
  Minor API fixes 10/9/2016
• enh
  Added Wordpress to integrations 10/9/2016
• new
  New "Bi-Monthly" option for ticket scheduling 10/7/2016
• new
  Our mobile app now supports filtering by a category and searching tickets. The Android version is released and the iOS one is in review. 10/6/2016
• fix
  Fixed a bug when the widget broke when the parent page was using "border-box" CSS property. 10/4/2016
• fix
  Fixed a bug when a selection combo custom field was breaking the grid when it was hidden by a user 10/4/2016
• enh
  A bunch of improvements and fixes to the "Impersonation" feature 10/4/2016
• enh
  Cloning a ticket now logs who cloned it in "logged by" field 10/3/2016
• enh
  Translation improvements (Norwegian and French) 10/2/2016
• fix
  Fixed the issue in search when it wasn't returning the correct results 10/1/2016
• new
  Users can now set their own timezone in their profiles 9/29/2016
• new
  Zapier integration is released with new features. Read the announcement here 9/27/2016
• fix
  Email issues on Friday - resolved 9/25/2016
• enh
  Auto-update tickets grid when someone else *closes* a ticket (was updating only on *new* tickets and replies before) 9/24/2016
• new
  Header redesign (added icons, improved the secondary tabs font) 9/23/2016
• fix
  Admin panel UI fixes 9/22/2016
• enh
  Only admins can change other user passwords, not techs (for HIPAA compliance) 9/21/2016
• fix
  Fixed CSV-importing tickets with custom fields of type "Selection combo" 9/21/2016
• new
  New Automation Rules condition: "Ticket comes from location" 9/21/2016
• enh
  Security fixes and improvements, XSS, instance isolation etc. (after going through a security audit) 9/21/2016
• enh
  POST Ticket API method now allows adding tags 9/21/2016
• fix
  Do not allow Google login for anonymous users if "Allow user registration" settings is disabled 9/20/2016
• fix
  API performance improvements 9/20/2016
• fix
  Zapier integration fixes 9/19/2016
• enh
  Minor two-factor authentication improvement 9/15/2016
• enh
  Search improvements - better results, MUCH better performance 9/13/2016
• fix
  Fixed inline images in some outgoing emails 9/13/2016
• fix
  Fixed "GET Tickets" API method to display category names again 9/13/2016
• new
  A major update for the Android app is released 9/9/2016
• enh
  Support for TLS 1.1 and TLS 1.2 when connecting to Email servers 9/8/2016
• enh
  Lots of performance improvements for tickets-grid 9/8/2016
• fix
  Minor automation fixes 9/7/2016
• fix
  Mobile apps "push" fixes 9/5/2016
• enh
  Upgraded to .NET Framework 4.5 9/4/2016
• fix
  #close# email tag - proper exception handling when madatory custom fields not filled 9/1/2016
• enh
  Support for "referrer URL" in the full-size support widget 8/31/2016
• new
  Importing tickets from Freshdesk 8/31/2016
• enh
  Database performance tweaks 8/30/2016
• enh
  Show status and a "badge" in the "linked tickets" box, other linked-tickets enhancements 8/30/2016
• fix
  Improved HTML email parsing for incoming messages (color codes) 8/29/2016
• fix
  Security improvements for mobile apps API 8/29/2016
• new
  Zapier integration enhancements ("ticket closed" trigger etc.) 8/26/2016
• fix
  Fixed "Send email to the ticket submitter" automation action 8/25/2016
• new
  "Disabling" custom field value-options for "drop-down" custom fields, for obsolete values 8/25/2016
• fix
  Fixed "recent-messages" styling in outlook 8/25/2016
• new
  Support for "working hours" past midnight 8/23/2016
• new
  "Due-dates calendar" report now supports filtering by ticket-category and assigned user 8/22/2016
• new
  Option to hide regular login buttons when SAML is enabled. 8/21/2016
• enh
  Improved search performance 8/19/2016
• enh
  JIRA integration - display a detailed error message from JIRA in case of error 8/19/2016
• fix
  Fixed incorrect notification logic if the "skip confirmation" box was checked when submitting a ticket "on-behalf" 8/16/2016
• new
  New feature - user search (for technicians only), also some minor fixes in ticket search. 8/16/2016
• new
  New "action" for automation rules - "Send email to ticket submitter" 8/16/2016
• fix
  Fixed summary report scheduler error 8/14/2016
• fix
  Security: only admins can edit other admins and technicians 8/13/2016
• enh
  Performance improvements 8/13/2016
• enh
  Show who created the ticket in the Deletion log 8/11/2016
• enh
  Upgraded all database servers to faster and more expensive hard-drives, the app should now be 70% more responsive. 8/10/2016
• fix
  Fixed file-attachment links in the comments feed (were sometimes prompting for user/password) 8/9/2016
• enh
  Automation-rules email notifications now support the #Originator# tag 8/9/2016
• enh
  Minor visual fixes in the tickets grid 8/9/2016
• fix
  Tickets imported from external sources (CSV,Zendesk, etc) were sometimes sorted incorrectly 8/9/2016
• fix
  Fixed the accidental file-attachment dialog popup on the new-ticket page 8/9/2016
• enh
  Added "unassigned" view mode to the mobile UI 8/8/2016
• enh
  Hide some sensitive user info from non-techs in user-popups and in user profiles 8/5/2016
• fix
  Fixed the #url# email template tag for custom domains 8/5/2016
• enh
  Some minor Knowledge Base design improvements 8/5/2016
• new
  We're now showing updates about new features and fixes to all admins 8/5/2016

Support ticket system for your help desk team. This is the "hosted" version, that works in the cloud (we also have an on-premise one).