What's new in SaaS Help Desk

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.

  • 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 read a postmortem post here 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).

SaaS Help Desk