What's new in SaaS Help Desk
The changes listed below are live on the Hosted version. If you would like to see the list of changes that are released to the on-premise version see version history.
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new
MS Teams integration (new tickets)
12/1/2019
-
fix
Added pt-BR language and fixed Australian holidays
11/30/2019
-
fix
Satisfaction rating fixes (report colors, proper translations etc)
11/30/2019
-
new
KB: Show automatically suggested tags when editing articles
11/29/2019
-
fix
Fix: applying grid filter does not reset tag selection
11/28/2019
-
fix
Human-readable EML-file viewer for "original email"
11/27/2019
-
enh
Asana integration oAuth support and fixes
11/27/2019
-
fix
Show Ticket/KB/Ideas statistics in "Admin - Tags"
11/26/2019
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new
Added tag list to Ideas "view all" mode
11/23/2019
-
enh
Security improvements (XSS, SQLi and similar attack detection rules)
11/23/2019
-
fix
Fix "Fetch new emails" respects "Mark as read" setting
11/21/2019
-
fix
Ability to bulk-enable users from the admin panel
11/19/2019
-
enh
Added #priority# to HTTP request automation action
11/19/2019
-
fix
Fixed minor notification bug for on-behalf tickets
11/14/2019
-
fix
Proper HTML support for automation emails
11/13/2019
-
fix
Wildcard ticket search improved
11/13/2019
-
enh
Added popop image preview in Knowledge Base (just like in tickets)
11/12/2019
-
enh
Show if email notifications are disabled in the ticket subscriber list
11/12/2019
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new
Added percentage pie-charts to Technicians report
11/11/2019
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enh
Added an ability to search Event Log report
11/11/2019
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enh
Renamed Deletion Log report to Event Log since we log way more events and actions now
11/11/2019
-
new
"Show original email" for tickets and comments (shows .eml)
11/10/2019
-
fix
Added "tickets on behalf" to technicians report
11/9/2019
-
enh
Added an ability to filter by user in Deletion Log
11/8/2019
-
fix
HTTP automation custom headers fixes
11/6/2019
-
fix
Fixed saving floating point numeric custom fields
11/4/2019
-
enh
Assign canned responses to multiple categories not just one
11/3/2019
-
fix
Fixed retired assets pagination
10/31/2019
-
fix
Allow priority edits for category-techs only
10/31/2019
-
fix
Show assigned tech for subtickets in the grid fix#479
10/29/2019
-
fix
Added "api/Subscribers" (getting ticket subscribers)
10/26/2019
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new
Added an opton to schedule tickets on "Xth Monday/Tuesday/etc of every month"
10/18/2019
-
fix
Made "reply above this line" more visible in ticket emails
10/14/2019
-
fix
Changing ticket status now sets "last updated" date
10/14/2019
-
fix
Fixed umlaut chars in due-date calendar
10/14/2019
-
new
You can now create subtickets to existing tickets
10/11/2019
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enh
Design improvements on the home KB page
10/11/2019
-
new
Dependent dropdown values for custom fields (video)
10/11/2019
-
new
Basecamp integration
10/8/2019
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new
Added satisfaction rating report and survey links to the "ticket closed" template mask #RatingLinks#
10/7/2019
-
enh
Added #fromEmail# to HTTP Request automation action
10/5/2019
-
enh
Bulk enable/disable email for users
10/3/2019
-
enh
UpdateTicket API - options to update subject and body
9/29/2019
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fix
Moved "Priority" out of "Advanced" on "New ticket" page
9/28/2019
-
enh
Make the "via" field selectable when creating tickets on-behalf
9/22/2019
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enh
Log email rejections for disabled users in "deletion log"
9/2/2019
-
enh
Ctrl + Shift + Enter for "reply and close" button
9/1/2019
-
enh
Allow top bar announcements for techs only (using #tech# mask)
8/23/2019
-
enh
Highlight replies coming from non-subscribers
8/19/2019
-
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
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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
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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
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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
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enh
Option to remove ticket subscribers via automation
6/1/2019
-
enh
Show "number of replies written" on user profile page
5/27/2019
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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
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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
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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
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enh
Summary report and Dynamics report are made visible to managers too (since they see tickets anyway)
5/12/2019
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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
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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
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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
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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
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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
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fix
Fix KB notifications for tech-only articles
3/20/2019
-
enh
Close the widget when the ticket has been closed
3/18/2019
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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
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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
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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
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new
We've moved from BBCode to HTML for our internal formatting language.
7/24/2018
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enh
Added "resend welcome email" button to user edit page
7/17/2018
-
enh
Ideas forum - added "in progress" status
7/17/2018
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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
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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
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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
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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).