SaaS Helpdesk change log

What's new in SaaS HelpDesk

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.

enh Ticket list date filter - relative date suport - "Today, This week, Last 30 days" 1/30/2023

enh Maintaining Saved filters across user's devices 1/30/2023

enh Added "TIcket URL" to summary report CSV export 1/28/2023

fix Send only 1 email when a user creates ticket via live chat 1/27/2023

fix Made chart colors a little more saturated and made all of them work together better 1/27/2023

fix PERF: randomized background job delays so they don't run all at once 1/27/2023

enh Live chat widget - use the custom "Thank you" message, set in the settings 1/25/2023

fix Live chat - show responding tech's first name, not login (can expose email) 1/24/2023

fix Show the ticket subject in the summary of a Teams notification 1/24/2023

enh Resize the text editor after pasting a long canned response 1/24/2023

fix Restored ticket scheduling info in the sidebar due to customers feedback 1/24/2023

fix When user closes their own ticket - still send "ticket closed" email if the email has "rate our support" links in it 1/24/2023

fix JIRA fix for self-hosted 9.4 and later 1/23/2023

new Added Vimeo embed support 1/23/2023

fix Ability to link existing GitHub issues to tickets 1/23/2023

new Snipe-It integration 1/23/2023

fix Performance: faster ticket merging 1/21/2023

fix Search improvements 1/19/2023

enh Custom field automation condition - option to compare "greater than" not just "equal" 1/18/2023

fix Summary report: clicking tag cloud reloads the report with that tag 1/18/2023

fix Send "rate our support" links only to ticket submitters 1/17/2023

fix Sticky ticket header: bigger blur radius - better contract, different background on the dark theme 1/16/2023

fix Do not allow to convert ticket to a reply of itself 1/16/2023

fix Fixed import from Freshdesk 1/12/2023

fix Fixed months and years not scrolling in Safari and Chrome on MAC 1/12/2023

fix Canned response groups improvements 1/8/2023

fix Improved Hebrew translation 1/6/2023

fix Fixed ClickUp integration 1/5/2023

fix Fixed adding subscribers to tickets 1/5/2023

new WhatsApp integration 1/4/2023

fix UX: easier company deletion 1/4/2023

fix fix: mobile and browser push notifications not working if user opted out of email notifications 1/3/2023

enh Add tickets to assets right from the asset page, by ID 1/1/2023

fix Display video size before uploading screen-capture 12/30/2022

fix Fixed tags list when filtering by category 12/30/2022

fix Fixed user custom fields display in the popup 12/20/2022

fix Fixed ticket edit log 12/8/2022

fix Added minutes/seconds resolution to "Ticket creation date" automation rule 12/7/2022

fix Better checkbox-list state saving whern creating a new ticket 12/6/2022

enh Show reply as "possibly not delivered" when there's been an error connecting to email server. 12/5/2022

fix Fixed "Categories"API 12/3/2022

enh Added ability to set "via" (AKA "origin") when creating ticket with API 12/3/2022

fix New ticket page fix: when tech creates a ticket in a category he has no permissions in, hide "for tech" custom fields 11/30/2022

fix Discount "deleted" tickets in user/company/department profile page stats 11/28/2022

enh Create "on-behalf" ticket from user profile 11/26/2022

fix Sanitize "display:none" nodes from incoming emails 11/25/2022

fix Updated Finnish translation 11/25/2022

fix Fixed new ticket button on login page on mobile 11/23/2022

fix Assets suggestion box fix 11/23/2022

fix Fixed logic when a mailbox uses a now-deleted ticket category 11/22/2022

fix Backend performance improvements (less GC pauses) 11/21/2022

fix Due date calendar report performance 11/21/2022

fix Fixed reopen settings button behavior 11/21/2022

fix User manual updates 11/21/2022

enh Hindi translation fixes 11/19/2022

enh Added Croatian language 11/19/2022

fix Clickup API cache to deal with their rate limits 11/18/2022

enh Use machine-learning to get rid of useless image attachments (social network icons etc.) 11/17/2022

fix UI: offer to close a ticket when setting close date 11/17/2022

fix Faster parser json-parser for O365 mailboxes 11/15/2022

new ClickUp integration 11/15/2022

fix Purging deleted tickets - huge performance improvements 11/11/2022

fix Better ticket-list live updates when deleting/closing tickets 11/11/2022

fix Fix: JIRA server 8.4 and later breaks the API, added a workaorund 11/8/2022

fix Bugfix: disabled categories showing up in "move to category" dropdown 11/7/2022

new Ability to require two-factor auth for all users 11/6/2022

enh Design facelift: less bright "new" button, revamped sticky header in tickets etc. 11/5/2022

fix Profile popup: add user's email + flex + cleaner HTML 11/5/2022

enh "Recent comments" in emails now indicate which comments were "for techs only" 11/4/2022

enh "Technicians statistics" now accounts for working hours and days 11/1/2022

fix Incoming mail servers - quickly enable/disable right from the list 10/28/2022

fix Email deliverability fixes 10/26/2022

fix Create companies and users when importing assets from CSV if they do not exist 10/26/2022

fix Minor dark theme fixes 10/26/2022

fix More reliable URL detection for O365 oAuth redirects 10/26/2022

enh Ability to pass ?email=XXX to new ticket page when posting ticket anonymously 10/23/2022

enh User seach - added "enabled users only" filter 10/23/2022

fix Improved forwarded email detection 10/22/2022

fix "View original email" now respects user dark theme settings 10/22/2022

new Show "response time" and "duration" right in the ticket, as tooltips for "start date" and "resolved date" 10/22/2022

enh Added "New" tickets count to realtime dashboard 10/21/2022

enh Added rule deletion to AuditLog 10/17/2022

fix Security improvements (smarter WAF, eliminated potential XSS) 10/17/2022

enh Minor MailChecker speed improvements 10/7/2022

fix Fixed "notify user's manager" rule - better support for departments 10/7/2022

fix SaaS version - correct processing of emails CC'ed to multiple helpdesk instances 10/3/2022

fix Hide "updated by" username from KB articles to non-tech users 9/29/2022

fix Check empty required custom fields on new ticket form even when JavaScript is disabled 9/28/2022

fix CSV import - human readable error when required fields are missing 9/27/2022

fix Less memory allocations when exporting huge data to CSV 9/26/2022

fix Indicator "someone else is editing this KB article" to prevent race conditions 9/18/2022

fix Tuned mail dupes check to allow CC'ing same email to different helpdesk-monitored mailboxes 9/17/2022

fix More forgiving assets CSV import (quantity field parsing) 9/16/2022

fix Fixes for "ticket body contains" when body uses complicated html and search words spread in different tags 9/15/2022

fix Performance fixes throughout the app, less memory pressure 9/10/2022

enh Deployment performance improvements, so customers do not notice when we update the app several times a day 9/10/2022

fix Fixed category editing page layout 9/10/2022

fix Allow add-subscriber autocomplete box for managers 9/8/2022

fix Fixed KB editing in mobile browsers 9/2/2022

fix Minor fix adding subscribers by email 9/1/2022

fix Fixed saving "Ticket created X hours ago" automation 9/1/2022

fix Technician report performance improvements 8/31/2022

new Office 365 oAuth support for outbound SMTP email servers 8/29/2022

fix Better show/hide retired assets UI 8/19/2022

new Added Median response time and Median duraton to Technicians Statistics Report 8/19/2022

fix Tech stats - clickable link to "tickets created" 8/17/2022

new "Send email to user's manager" automation rule 8/15/2022

fix Fixed grid live updates for closed tickets 8/15/2022

fix Fixed tagging tickets via API (not removing old tags) 8/13/2022

fix Improved how notes for Companies are displayed in the list 8/11/2022

fix Fixed "Ticket comes from a company" automation condition when company is empty 8/9/2022

fix Updated MS Teams integration 8/5/2022

fix Jira, GitHub and GitLab integrations now show issue details on the ticket page, bot just URLs 8/3/2022

fix Suggest to admins to switch mailboxes from POP/IMAP to Office 365 8/3/2022

fix KB and Canned Responses dropdown fixes 8/3/2022

fix Fixed single quotes breaking user autosuggest boxes sometimes 8/1/2022

fix Redirect to the new ticket after merging 7/25/2022

fix Restored the missing properties in API GET Assets 7/23/2022

enh The numbers in Admin - Category - Tags are now clickable links 7/23/2022

fix Fixed clicking on a ticket row in Summary report to open a ticket 7/22/2022

enh Added "YTD - year to date" period to all ticket reports 7/19/2022

fix Automation: "abort further rules" improvements 7/19/2022

enh New automation rule "notify last replier" 7/14/2022

fix Faster fade in and out animations in the ticket grid 7/11/2022

enh Support ticket search by email when the email is mentioned in ticket text 7/9/2022

fix API: Added "recipientIds" parameter to POST Comment 7/9/2022

fix New API method: TicketIntegrationData 7/8/2022

fix Fixed section condition caching in Automation Rules 7/4/2022

enh Return "reason" when rejecting useless emails, more verbose logging 7/3/2022

enh Better permission check when closing tickets 6/28/2022

enh Include "techs only" private replies in email #Recent_messages# template IF the reply is also private and "techs only" 6/28/2022

fix Fixed GitLab integration 6/27/2022

fix Fixed default dropdown option? on new-ticket page 6/25/2022

enh Admin - Categories - hint if category uses a custom email template, quick edit link 6/24/2022

fix Custom fields automation performance 6/24/2022

new Bulk tagging assets in the list 6/23/2022

enh Option to delete original comment when moving comment to a new ticket 6/23/2022

fix Automation for overdue tickets - less delay 6/20/2022

fix Updated the Hebrew translation 6/20/2022

fix Fixed HTML "notes" on the company page 6/18/2022

fix Fixed company notes display in various places 6/17/2022

enh Linked tickets/subtickets pane design fixes: show username, ticket-ID, new "unlink" button 6/14/2022

fix Fixed #Originator# template in emails sent by automation rules 6/14/2022

enh Support "Shift+click" in KB articles category list checkboxes 6/12/2022

fix Fixed rating links prompting for login sometimes 6/12/2022

new Allow checkboxes in ticket text editor/HTML to support "checklist" functionality right inside tickets, like in Github 6/11/2022

enh Pre-filling custom fields via URL params on new ticket creation 6/8/2022

fix Database performance tweaks 6/7/2022

new New automation rule "Ticket was created more than X hours ago" 6/7/2022

enh Improved keyboard shortcuts on ticket page ("R" to reply, "ESC" to cancel reply, "J/K" -prev/next ticket, "Ctrl + ." KB, "Ctrl + ," Canned Responses) show shortcuts in tooltips 6/7/2022

fix Added an option to bulk unassign to the ticket grid popup 6/7/2022

new Customizable "Thank you" text when unregistered users create tickets via web-app 6/6/2022

enh User register page natispam 6/5/2022

new More sophisticated antivirus for all attachments 6/1/2022

new Due date calendar - sharable iCal link to subscribe in external calendar apps 5/22/2022

fix Removed the ability to disable users via CSV import in favor of "bulk actions". Many customers disable users accidentally 5/20/2022

fix Scheduled tickets history report - proper ordering 5/19/2022

fix Summary, Search - latest comments render fix 5/19/2022

fix Fixed managers change category permission bug 5/17/2022

fix Better messaging for "resend welcome email" 5/16/2022

enh Company page - shortcut to user search by the company 5/16/2022

new Option to hide all system entries form the ticket by default 5/12/2022

fix "Rate our support" links in emails now work without logging in 5/9/2022

fix Fixed random logouts if "remember me" is disable due to compliance 5/8/2022

fix Custom report UI fixes 5/7/2022

fix Fixed search with special characters like "AT&T" from top search box 5/5/2022

fix Accessibility fixes for screen readers 5/4/2022

fix Added ?? and ?? to the emoji picker 5/3/2022

fix Assets main page UI improvements 5/2/2022

fix Fixed "link existing JIRA issue" 4/28/2022

fix Friendly message instead of broken images in emails when attachments disabled 4/22/2022

fix Acessibility: close "recent tickets" and "user info" popups on ESC 4/21/2022

fix CSS styling for checkboxes for unified cross-browser look 4/15/2022

fix "Big" support widget script - support for pre-selected ticket category 4/15/2022

fix Fixed 404 in Summary report when customer has 100+ custom fields 4/15/2022

fix Fixed new ticket email confirmation for newly created users 4/14/2022

fix MailChecker performance improvements 4/14/2022

fix Fixed Summary and Dynamics reports losing tech filter under rare conditions 4/13/2022

fix Summary report "from" time fixed 4/13/2022

enh Added very basic file preview before uploading 4/9/2022

fix Support for custom favicons in Desktop notifications 4/8/2022

enh Widened duplicate files detection to match different users (still within one ticket) 4/7/2022

fix Added SAML provider settings to General Settings 4/7/2022

fix "Speed" and "Tickets per day" report URLs are also "saveable" now 4/5/2022

enh Dozens minor performance fixes + minimized freeze during deploys 4/4/2022

fix Summary report: use GET so people can save the url for later use 4/4/2022

enh Github and Gitlab integration: the list of repos is now searchable 3/30/2022

enh 2X faster HTML sanitizer engine 3/29/2022

fix CSV import improvements 3/28/2022

fix Acessibility fixes 3/26/2022

fix Better contrast in dark theme dropdowns 3/24/2022

enh Rewrote the backend to .NET 6, huge performance boost 3/23/2022

enh "showlogin" parameter for the login page to ignore the SAML "hide inputs" setting 3/22/2022

enh Log rejected "useless" inbound emails in "audit log" 3/19/2022

enh Assets quick search 3/19/2022

fix Assets - assign-unassign to users via ajax, no page refresh 3/19/2022

fix Redirect to proper assets list page after editing an item 3/19/2022

fix KB caching mobile view fixes 3/18/2022

fix Support "hide powered by" setting in the live chat widget for Enterprise customers 3/17/2022

fix Adding X-Jitbit-Ticket header when forwarding ticket by email to prevent ID clash 3/17/2022

enh Added "all unclosed tickets" option to Summary Report filter 3/16/2022

enh "Ideas with no upvotes" filter 3/16/2022

fix Power BI: now loads 3000 tickets, supports scheduled refresh 3/16/2022

fix Chat widget fixes 3/15/2022

new New setting: "Only send updates to subscribers when sent by techs" 3/15/2022

fix Sort Asset search results by name 3/13/2022

enh Summary report now allows filtering tickets assigned to deactivated technician accounts 3/11/2022

fix "Reply and close" now works only for technicians in ticket's category 3/11/2022

enh Improved Harvest integration - added time entry dialog right into tickets 3/10/2022

enh Ability to remove linked tickets and subtickets via API 3/6/2022

fix Accent tech subscribers with green checkboxes to distinguish from regular users 3/6/2022

fix "Ticket subject contains" automation now has an option to match the whole word only 3/5/2022

fix Added "CreatedByUserID" to api/articles endpoint 3/2/2022

fix Fixed updating checkbox custom fields for User/Asset/Companies 2/28/2022

fix Company popup - proper design for "recent tickets" list 2/17/2022

fix String parsing performance improvements 2/16/2022

enh Added "Abort further rules" automation action 2/15/2022

fix Slightly improved KB emails 2/12/2022

fix Performance improvement for "show all" tickets list 2/11/2022

fix Dependent drop-down custom fields "default" options fixes 2/11/2022

fix Fixed showing custom field inputs on "new asset" page too 2/8/2022

enh Added YTD option to Summary report intervals 2/7/2022

fix "You've been assigned" email notificaiton now includes ticket attachments 2/7/2022

fix Ability to hide username/password inputs when Google-login is enabled 2/6/2022

fix Fixed "undo" in wysiwyg-editor on paste 2/3/2022

fix Added "tickets created on behalf" to technician statistics CSV export 2/3/2022

fix Fixed sorting attachments by date 1/31/2022

fix Fixed canned response and text insertion sometimes happen outside editor in Firefox 1/27/2022

fix Improved "checkbox" custom field in grids 1/25/2022

fix Excel compatible CSV export for non-english characters (utf16 + BOM char) 1/25/2022

fix WYSIWYG fixes in Firefox 1/24/2022

fix DB optimizations 1/23/2022

fix @mention improvements 1/23/2022

fix Fixed "resend comment" bug 1/20/2022

fix Fixed ticket dates inthe user info popup 1/20/2022

fix Added "check all" when selecting attachments for forwarded tickets by email 1/20/2022

fix WYSIWYG fixes (proper font size, image pasting position) 1/19/2022

fix Github integration: order repos by "last pushed" 1/18/2022

fix Assets CSV export now includes all custom fields (not just "shown in grid") 1/18/2022

fix WYSIWYG list fixes 1/17/2022

new @-mention a user when writing replies! (adds the user to ticket subscribers and sends en email notification) 1/16/2022

fix Rewrote & improved WYSIWG editor 1/13/2022

fix Do not include excessive attachments in ticket confirmation emails 1/12/2022

fix Added validation for empty JIRA integration fields 1/10/2022

enh Added "total views" to KB analytics report 1/9/2022

fix Localized "Unsubscribe" link in emails 1/7/2022

fix Fixed saving "current date between" automation rule format 1/5/2022

fix Ticket search category dropdown fix 1/4/2022

fix Mandatory checkbox custom fields are also checked now 12/30/2021

new Auto purge tickets closed more than X days ago 12/23/2021

fix Fixed inline images when creating a new ticket from an existing comment 12/23/2021

fix Pressing Escape now focuses back on the editor when closing canned response or KB dropdowns 12/23/2021

fix Fixed editing "Delay" automation rule 12/23/2021

fix Import/Export form tabs redesign 12/23/2021

fix refactored avatar caching so dark/light UI switching changes right away 12/22/2021

fix New API method UnAssignAssetToUser 12/22/2021

fix Option to skip diff file when editing a comment 12/20/2021

fix Do not show "powered by jitbit" on the shared and print view when "hide powered by" setting is enabled 12/16/2021

enh Power BI connector now loads 3000 tickets instead of 300 12/14/2021

fix OneDrive integration fixes 12/12/2021

fix More performance tweaks 12/9/2021

enh New API method "Get user by ID" 12/9/2021

fix Fixed screen capturing in fullsize widget 12/9/2021

enh New API DeleteUser method 12/7/2021

enh Many infrastructure upgrades to protect from DDoS attacks and prevent outages 12/6/2021

fix Huge database performance improvements, Redis-caching to speed up deploys. 12/6/2021

enh Added support for cmd + enter (for Macs) everywhere where ctrl + enter is supported 11/29/2021

fix Mail template fixes for automation-rule notifications 11/26/2021

fix Added keyboard arrow key navigation for the KB dropdown as well 11/26/2021

fix Added hotkeys: "ctrl + ," opens canned responses, "ctrl + ." opens kb article dropdowns when writing a ticket reply 11/26/2021

fix Fixed comment deletion removing duplicate files incorrectly 11/25/2021

fix Added support for hotkeys to canned responses: navigate with up and down arrows, insert with enter 11/25/2021

fix Fixed ticket confirmation email when assigning ticket during creation 11/24/2021

enh Admin - Users - Quicksearch now finds "deactivated" users too 11/23/2021

fix throw 404 on all KB pages if KB is disabled, even when accessed directly 11/23/2021

fix Reworked JIRA integration: correct issue types are now show in the UI when a project is changed 11/23/2021

fix DevOps integration now supports rich text editing 11/22/2021

fix Fixed wide images in user profile comment history 11/22/2021

fix Datetime picker component localizations 11/17/2021

fix Improved email importer for semantic HTML tags 11/17/2021

fix Fixed Dashboard live update when deleting tickets 11/15/2021

fix Fixed the category filter in advanced ticket search 11/14/2021

enh Carry on the tags when creating a scheduled ticket 11/14/2021

fix Fix: rule-powered emails always remove the originator from recipients 11/14/2021

enh "You have been assigned" sent via desktop notifications too. Also, notifications now work on most pages, not just the ticket list 11/12/2021

fix Easier to spot mandatory custom fields 11/12/2021

fix Minor security fix 11/10/2021

fix Fixed the "time spent" timer restarting after a reply even if it is disabled by a global setting 11/9/2021

enh custom fields performance fixes 11/9/2021

new Admin - Users - Search can find users by company. Can be used to move users between companies in bulk, etc. 11/4/2021

fix Backend performance improvement 10/31/2021

enh Disable user accounts via CSV upload 10/29/2021

fix "Move comment to another ticket" only moves file attachments from that comment 10/28/2021

enh Added "ticket assigned to a deactivated tech" automation 10/27/2021

enh Export canned responses to CSV 10/27/2021

fix Automation engine fixes that might cancel some rules from running 10/26/2021

new Added "out of office" technicians to dashbaord 10/24/2021

new "Add sub-ticket" automation rule 10/22/2021

new API methods to get rule by ID, enable and disable a rule 10/22/2021

enh Option for administartors to skip logging diff file when editing a ticket (when removing sensitive info) 10/21/2021

fix Fixed GitLab integration 10/21/2021

fix Azure DevOps integration fixes 10/21/2021

fix "Latinizing" non-English letters (diacritics, cyrillic, etc) in KB url generation 10/19/2021

fix Fixed user "LastSeen" logging on new session start 10/15/2021

fix "Tickets per day" report now allows filtering per technician 10/15/2021

fix Fixed "Abort all further email notifications" rule 10/11/2021

enh Search for partial company names in ticket search 10/9/2021

fix Add log entry when Asset custom field is changed via API 10/9/2021

fix Security fixes 10/2/2021

fix Assets list + Asset search performance fixes 10/1/2021

fix Scalability & throughput improvements (async) 9/30/2021

fix Performance fixes & smoother deploys 9/30/2021

fix API fixes for JSON requests 9/30/2021

fix Show ticket assets to non-tech users (read-only mode) 9/30/2021

fix Fixed custom fields search 9/21/2021

fix Fixed "$$ is not defined" in live chat widget 9/20/2021

new Jitbit has been ported to .NET CORE. More info 9/13/2021

fix API method TicketCustomFields now includes all possible options for dropdowns 8/25/2021

enh KB search now uses "AND" logic for multiple word queries 8/25/2021

fix Optional access to Dashboard to technicians and managers 8/25/2021

fix Fixed month sorting in report graphs 8/23/2021

fix Drastically sped up ticket search by email-domain 8/21/2021

fix Fixed tags, secondary assignee, asset, etc. imputs when text had an apostrophe 8/16/2021

fix "Go to the original reply" button in the ticket attachment list 8/16/2021

enh "Reply and close" button now offers to close linked tickets too 8/14/2021

fix Fixes total count on assets page, added count to assets search 8/14/2021

enh Show involved assets on ticket print page 8/13/2021

enh Live-refresh custom fields on ticket page when updated by rules or by another user 8/13/2021

fix "Assign to noone" automation rule now removes secondary assignees too 8/13/2021

enh Minute-precision in "set ticket due date" automation rule 8/12/2021

enh Bulk-delete ideas using checkboxes 8/12/2021

fix Include file attachment information in the system comment about ticket forwarding 8/12/2021

enh Cloud attachments (Dropbox GDrive Box etc) are now supported in Knowledge Base, Assets etc, not just tickets 8/12/2021

new Automation rule "if custom field equals" now supports user and company custom fields 8/8/2021

enh Ability to set "start date" to X hours (or working hours) from current date 8/7/2021

enh Link to API token in user profile 8/4/2021

new Allow (almost) any HTML tags in Knowledge Base 8/2/2021

fix Fixed tag filter disappearing on assets with multiple pages 7/29/2021

fix Removed character limit for top announcements (for admins and techs) 7/27/2021

fix Better user permission editing UX 7/21/2021

fix Fixed pipe character in company names breaking autocomplete 7/18/2021

enh Include ticket submitter in the default search 7/16/2021

fix "Recently viewed tickets" cleaner design 7/15/2021

enh Ticket "checkbox" custom field can now be edited right away, without clicking "..." then "OK" etc 7/8/2021

new Ability to move comments from one ticket to another if a user makes a mistake 7/8/2021

fix Ability to add "system" comments via API 7/8/2021

enh When email template contains #Attachments# links - show most recent reply's attachments on top, sort the rest alphabetically 7/7/2021

fix New API method: UserSearch 7/6/2021

enh Ability to add "system updates" to tickets via "add reply" automation rule 7/6/2021

fix Order tags alphabetically in the UI 7/6/2021

enh Users CSV import now support "Department" 7/6/2021

enh Allow users delete their own ideas and edit tags 7/5/2021

enh "Add exsiting subticket" tool 7/5/2021

fix Fixed sorting the ticket attachment list by date 7/5/2021

fix Show custom fields when expanding subtickets in the grid 7/2/2021

enh "Insert KB article" now inserts article with title 7/1/2021

fix Speed up bulk user deletion 7/1/2021

fix Added an ability to add related assets on ticket creation (for techs only) 6/29/2021

fix Show only 10 most popular tags on the KB index page with a link to show all tags 6/29/2021

fix Fixed sorting search results in new Chrome version 6/29/2021

fix Scheduled tickets now carry on custom fields from original ticket 6/26/2021

fix Fixed bulk-adding techs from company/department 6/24/2021

new HUGE performance improvements for the database - better indexes and faster ticket lists 6/22/2021

new Token-based authenticaiton for API 6/20/2021

fix Added #Via# field to email templates - it is replaced with a ticket origin (email, web, live chat, etc.) 6/11/2021

fix Database performance 6/8/2021

new Trigger automation rule on ticket deletion 6/4/2021

fix Support "time spent" more than 100 hours in the ticket UI 6/4/2021

new Allow users from same department seeing each other tickets 6/3/2021

new TeamViewer integration 5/31/2021

fix Ticket print: option to hide all replies / system entries 5/31/2021

fix Fixed some tickets not shown in due dates calendar 5/30/2021

enh Background job optimizations 5/26/2021

enh Ability to reorder sections by drag-n-drop 5/25/2021

new Ability to customize the satisfaction survey prompt text 5/22/2021

fix Performance optimizations 5/15/2021

fix Ticket scheduler fixes 5/15/2021

new A user can be made a "Manager" for either company or department 5/9/2021

new Option to disable built-in timezone-based holidays 5/7/2021

fix Fixed Freshdesk import 5/6/2021

fix Dashboard reponse-time and resolution-time now supports working hours and holidays 5/4/2021

fix Company stats report "response time" now properly accounts for working hours and holidays 5/3/2021

new Admin tools to clean up empty companies and departments 5/2/2021

new New option - only admins can assign tickets to other admins 4/30/2021

fix Show full names in secondary assignees list 4/30/2021

fix Added an ability to change your billing plan in the admin panel 4/29/2021

fix Fixed img width/height lost in email notifications (resulted in huge logos) 4/27/2021

fix Fixed rule editor "current date between" error 4/26/2021

enh Fixed live chat widget breaking in modern browsers CORS (not using cookies any more) 4/23/2021

fix Workaround for custom-JS browser caching after editing 4/23/2021

fix Hide "Reports" tab if no reports allowed to user 4/22/2021

enh Added "Department" to summary report 4/22/2021

fix Fixed importing calendar attachments from incoming emails, also any attachments with broken filenames 4/15/2021

new Preview ticket text on mouse hover 4/10/2021

enh Selecting individual file attachments when forwarding ticket by email 4/7/2021

fix Preserve collapsed sections between page reloads 4/5/2021

fix All notifications from "critical" priority tickets now send high importance email notications 4/5/2021

enh Custom report - grouping by a custom field now processes tickets with unset field too 4/1/2021

fix Fixed minor filter/tabs inconsistencies (e.g. clicking "Unassigned" when "Assigned to X" filter is active) 4/1/2021

fix Fixed ticket sorting by custom field after clicking "more" 3/31/2021

fix Fixed setting out of office via API 3/29/2021

new Ideas - added the "ideas I'm subscribed to" filter 3/26/2021

enh "Latest reply contains" automation - option to look in customer replies only 3/26/2021

enh Filter summary report by department 3/26/2021

fix Logging comment deletion in the audit log 3/26/2021

enh Include ticket attachments into ticket confimation email 3/25/2021

fix Bulk-actions permissions improvements 3/25/2021

fix Fixed dashboard response/resolution time calculation 3/19/2021

fix Render line breaks in multiline custom fields 3/18/2021

new Backend improvements: mail-checker module is fully 'async' now 3/15/2021

fix "Notify assigned tech" automation rule now supports sending mobile push notifications 3/15/2021

enh Ability to resize image after inserting into WYSIWYG editor 3/15/2021

enh When filtering by tag - filter the category list and tag menu accordingly 3/14/2021

fix Fixed #Unsubscribe# links in emails 3/10/2021

new Scan all attachments for viruses 3/9/2021

enh Collapse/expand sections in the category menu 3/7/2021

fix Increased maximum allowed section name to 250 characters to bring it on par with category names 3/5/2021

fix Fixed a visual bug with tags overflowing the container in Summary report 3/5/2021

fix Drastically improved page load times for tickets with a lot of replies 3/3/2021

fix Unsubscribe link in emails fixed 3/3/2021

fix SAML: added extracting the "location" attribute 3/2/2021

fix User Search looks for "secondary" emails too 3/1/2021

fix Bugfix for "tech only" custom fields on new ticket form 2/26/2021

enh Ability to hide category selector in live-chat widget via JS 2/25/2021

fix Fixed rich formatting hotkeys in Safari 2/25/2021

enh "Email contains" automation now supports exact matches 2/24/2021

fix UI - disable removing ticket-creator from subscribers, the app adds them back anyway, but leads to confusion 2/23/2021

fix "Scroll to the top" button in the sticky header in the ticket view 2/22/2021

new Capture still screenshots (not just video) from the web-interface 2/22/2021

fix Automation rules performance fixes 2/21/2021

enh Editing a ticket adds a message to audit log 2/17/2021

fix Leave a system comment when a tech manually removes 'upd by cust' or 'upd for tech' badges 2/17/2021

enh Show built-in holidays tracked by the app on the "custom holidays" page 2/16/2021

fix Fixed client-side sorting on some pages not compatible with new jquery 2/16/2021

enh Filtering the tickets grid by mutlitple tags with Shift+Click 2/15/2021

enh Added "in-person" option to the "via" ticket field 2/15/2021

fix Show if an article is for techs only in KB suggestions 2/15/2021

fix Do not show edit logs in the main attachment list, also do not allow deleting the logs 2/15/2021

fix Proper support for dependent dropdown custom fields in User, Assets and Companeis 2/14/2021

fix Improved breadcrumbs navigation in the admin panel 2/14/2021

fix Fixed minor KB-publihsing bug 2/12/2021

enh Summary report - clickable pie charts, filters tickets by the clicked dimension 2/12/2021

fix Removing tracking pixels from incoming emails 2/10/2021

fix Fixed line breaks in "add reply" automation rules 2/9/2021

fix SMTP throttling for office365 connections 2/7/2021

enh Many SMTP-server connection improvements 2/6/2021

fix Fixed missing "Invoices" section in the Billing page for old customers 2/4/2021

fix Dashboard UTC time bugs resolved 2/4/2021

fix New ticket page category selector performance fixes for huge category lists (500 and more) 2/3/2021

fix Show user full name on company/department page 1/29/2021

enh Added "Priority" to CSV ticket export 1/28/2021

fix Support HTML body in "api/UpdateTicket" 1/28/2021

fix Two-factor auth: limited the number of times you can enter incorrect auth code before getting banned for 1 minute 1/25/2021

fix Allowed longer SMTP passwords 1/25/2021

fix Added "EN-CA" locale for Canadian date format + holidays 1/24/2021

enh Allow editing article text before publishing ticket to KB 1/23/2021

fix Fixed Asana integraiton 1/19/2021

fix Dashboard Fullscreen support in more browsers 1/18/2021

fix Added LastSeen to users CSV export 1/18/2021

enh Added "create NEW linked ticket" menu item 1/17/2021

enh "Add reply" automation rule now supports template masks like #Body# #FirstName# 1/16/2021

fix Sending emails can fail from "not-updated" and "overdue" automation rules 1/15/2021

fix Fixed loosing reply attachments when reply is being edited for too long (20-30minutes) 1/14/2021

enh Add asset-log entry when editing asset custom fields 1/14/2021

fix Update the current view ticket count in real time 1/13/2021

fix Show "no more ticket left" screen when they are no more tickets to show. Also, show the ticket grid when "no more tickets" is shown and a new ticket comes 1/8/2021

fix Fixed "set ticket subject" automation rule with custom fields mask 1/6/2021

fix Update "dates ago" in the ticket grid in real time in the ticket list 1/5/2021

fix Ideas Forum: submit replies on Ctrl + Enter 1/3/2021

fix Search in ticket replies by default 1/3/2021

fix Added live badges to the sticky bar in the ticket view 12/21/2020

fix "2020 in review" report 12/18/2020

enh Option to disable "remember me" on login page for compliance (HIPAA etc) 12/17/2020

fix Google login fixes 12/16/2020

fix Fixed endpoints for Github Enterprise integration 12/14/2020

enh Logging last-connect date/time + result for external mailboxes, show it in the UI 12/14/2020

fix Prevent auto-zoom in live chat widget in mobile Safari iOS 12/14/2020

fix Fixed minor priority filtering bug 12/11/2020

fix A lot of Gitlab integration fixes, especially for the self-hosted Gitlab version 12/11/2020

fix Redesigned tags menu/filter on Tickets and Assets pagers 12/9/2020

new Assets now support tags 12/7/2020

new Round Robin ticket assignment automation rule 12/4/2020

fix Do not play sounds for system comments in live chat 12/4/2020

new Filter ticket list by multiple categories using Shift + Click 12/1/2020

fix Editing custom field minor bug fix 11/30/2020

enh Floating header: show ticket-ID, clicking Subject scrolls back to top (similar to Github) 11/29/2020

fix Fixed copy-pasting stuff from Google Sheets 11/27/2020

fix Send mobile push notifications on new live chat replies to the assigned tech 11/25/2020

fix Fixed #Suggested_KB_articles# mask not working in some cases 11/24/2020

enh DDoS protection improvements 11/24/2020

fix Show creator name in new idea notifications 11/24/2020

enh Chat widget antispam improvement 11/24/2020

enh Add actual error message to alerts sent to customers who use custom SMTP 11/24/2020

fix Do not create scheduled tickets for deleted tickets 11/23/2020

new Keep a tiny infobar on top when scrolling down a ticket 11/23/2020

new Grouping Canned Response info "folders" 11/20/2020

enh New automation action: "current date is between" 11/19/2020

fix Multilanguage improvements 11/19/2020

fix Added "Toggle fullscreen" button to the dashboard 11/18/2020

fix Throttle KB email notifications if user decides to edit the article again 11/17/2020

fix Automation condition "Ticket has zero replies" now has an option to ignore ticket submitter replies 11/13/2020

fix Anti-Flood fix if email sent to multiple queue addresses deliberately 11/12/2020

enh Shift+Click a subscriber checkbox checks/unchecks ALL subscribers 11/12/2020

fix Increased the number of tickets in Power BI connector from 100 to 300 (requires redownloading the connector) 11/12/2020

new Added Romanian language 11/12/2020

fix Added a permanent link to the changelog to the bottom of the main admin page on the hosted version 11/12/2020

fix Fixed and improved assets CSV import error handling 11/12/2020

fix New API methods: CompanyCustomFields, UserCustomFields 11/12/2020

fix ##Ticket_Number mentions improvement 11/11/2020

fix Fixed: copying category does not copy FromName 11/10/2020

enh Ticket page: load new replies after websocket disconnect/reconnect (lost wifi signal etc) 11/8/2020

enh #CF_xxx# mask in email templates now works for techs-only custom fields too (#Custom_Fields# for the public ones only) 11/8/2020

fix Tickets dashboard: added "tickets per day", added category filter, fixed some calculation bugs 11/6/2020

new Automatiom rule execution log: see a list of the last 10 tickets the rule was executed on in the "rule edit" page 11/5/2020

enh Techniques to prevent ticket duplicates from email 11/4/2020

fix Trello Integration: fix for accented characters 11/4/2020

fix Fixed idea comments notifications 11/3/2020

new "Unshare a ticket" automation action 11/2/2020

fix Fixed report labels color in Firefox 11/2/2020

fix Fixed canned responses/kb popups 11/1/2020

fix Bugfix: empty new ticket email template (for techs) was causing ticket confirmations not to be sent 11/1/2020

enh Added "out of office" to "UpdateUser" API 10/31/2020

fix Properly show inline images in "shared" tickets 10/29/2020

fix Sort asset tickets by newest first 10/28/2020

new Controlling individual report permissions 10/22/2020

fix "To-address does NOT contain" automation option 10/21/2020

fix Fixes least busy automation bug 10/20/2020

fix More contrast for prioiry/status in dark theme 10/20/2020

fix Improved quoted emails remover 10/17/2020

new API methods to update User/Company custom fields 10/16/2020

fix User profile page improvements 10/16/2020

fix Performance fixes 10/15/2020

fix Editing user greeti?g and signature via API 10/15/2020

fix More securty fixes 10/15/2020

new NEW: automation rule "Auto-assign to the least busy technician" 10/8/2020

fix Clicking "tickets" on User/Company/Department page resets the filter (if any) 10/8/2020

fix Performance imropvements 10/7/2020

fix Added a remineder to enable browser notifications 10/7/2020

fix New automation: "mark ticket upd FOR tech" 10/5/2020

fix Fixed XML in wisywig editors 10/4/2020

fix Ideas anti-spam fixes 9/29/2020

fix Make it clear that when an email template is empty a notification will not be sent 9/28/2020

enh Background automation jobs for "Ticket not updated" and "Ticket overdue" - massively improved performance and reliability 9/28/2020

new Secondary email address(es) for users 9/27/2020

enh Show category descriptions as tooltips on new ticket page when hovering mouse 9/25/2020

enh Ctrl+K to add link in all content-editors 9/25/2020

new Ability to pre-set the user's email in live-chat widget via JavaScript 9/24/2020

fix Fixed "dependent" custom fields for Users/Companies/Assets 9/23/2020

fix User/Company autocomplete box improvements 9/23/2020

fix New automation condition: "Technician is looking at the ticket" 9/23/2020

fix Fixed Asset search by a numeric custom field 9/21/2020

new Admins can now edit ticket "start date" 9/20/2020

enh Make "unsubscribe form this ticket" link in emails optional 9/18/2020

enh Live-chat indicator in browser notifications 9/18/2020

fix Ticket scheduler realiability fixes 9/16/2020

enh Add a special "live chat" icon to "new ticket" email notification if the ticket comes via livechat 9/15/2020

fix Email signature cutter improvements 9/14/2020

new New automation condition "ticket has zero replies" 9/11/2020

fix Various mobile push notification fixes 9/10/2020

fix Send a mobile push notification with sound and vibration when a live chat ticket is created 9/10/2020

enh New "via" option for tickets - "live chat widget" 9/10/2020

fix Support for "defer" loading option in the live chat widget 9/10/2020

fix Fixed file uploads via new-ticket popup widget (cross-site issue in new Chrome) 9/9/2020

new Sharing tickets via a readonly link like in Google Docs 9/7/2020

enh Add system comment when unlinking tickets 9/7/2020

enh Companies page UX fixes 9/6/2020

enh Satisfaction report - switching filter by ticket close-date or create-date 9/6/2020

fix Fixed numeric custom fields search 9/3/2020

fix Remove formatting when copy-pasting from dark theme 9/2/2020

fix Fixed URLs in custom fields 9/1/2020

fix Redesigned the comment toolbar 8/31/2020

new User logon history report 8/30/2020

fix Fixed subject pre-fill via query string on new ticket page 8/28/2020

enh Hiding system entries when priting ticket 8/26/2020

fix Fixed user merging 8/25/2020

fix Zendesk and Freshdesk import fixes 8/25/2020

enh Added "Unfollow this ticket" link to emails for GDPR 8/21/2020

fix Custom field tiny permission fix 8/20/2020

fix Printing KB articles fixes 8/20/2020

fix Do not filter bounce and error messages if it's a forwarded email 8/19/2020

enh New automation condition "if ticket creator's user-lookup data contains" 8/18/2020

fix Dark mode fixes 8/18/2020

enh Allow moving "new" tickets to custom statuses 8/13/2020

fix Fixed deleting asset types, suppliers, manufacturers 8/12/2020

new Custom fields for companies 8/12/2020

fix Rule editor: fixed time support in date-time custom fields 8/7/2020

fix Bulk-action fixes 8/7/2020

fix support "statusId" mask in Http automation 7/18/2020

fix Clone more attributes when cloning ticket, including tags 7/18/2020

fix Display user count on company page 7/15/2020

fix Add clickable note when closing ticket from parent/linked 7/14/2020

fix Added Hungarian translation 7/14/2020

fix Do not filter non-delivery and out-of-office notification if the subjects starts with "fw:" 7/13/2020

fix Front end performance improvements 7/13/2020

fix Added "cancel" button when adding reply 7/10/2020

fix Fixed section reorder in admin panel 7/10/2020

enh Finished migration to new outbound email engine, more reliable SMTP now 7/7/2020

fix Custom report fixes 7/7/2020

fix Multi-language translation fixes 7/7/2020

fix More minor security fixes 7/3/2020

enh Important security fixes 6/30/2020

enh Renamed Event Log to Audit Log 6/28/2020

fix less aggressive file-attachments caching 6/26/2020

fix Better JS error reporting to Jitbit team via Sentry 6/25/2020

fix LDAP integration fixes 6/23/2020

fix Bulk ticket actions performance improvements 6/22/2020

fix Basecamp integration fixes 6/22/2020

fix allow float numbers in numeric custom fields in new chrome 6/21/2020

enh Automation job performance improvements (async runners) 6/19/2020

fix Support "CF_XXXX" masks in "set ticket subject" automation rules 6/17/2020

fix CSS fixes for the new Chrome release 6/17/2020

fix Improved the "also looking at this ticket" module - supports the "ticket opened in two tabs" case 6/16/2020

fix Minor password policy fix 6/16/2020

enh Option to automatically redirect to identity provider when SAML/SSO is enabled 6/16/2020

fix Schema support in custom field URL detection. E.g. set a user custom field to "skype:user" and clicking it will start a skype call. 6/15/2020

new Custom fields for USERS (not just tickets) 6/14/2020

fix Do not show deleted tickets to non-techs 6/12/2020

new New API methods: to get, retrieve sub tickets and linked tickets 6/12/2020

fix Fixed Basecamp integration 6/10/2020

new New automation condition "if ticket came via..." 6/10/2020

enh Bulk remove due date from tickets 6/9/2020

fix Ticket search speed improvements 6/8/2020

new All new design for all anonymous user facing pages: KB, login page, register, "lost password" etc. 6/8/2020

fix Faster image thumbnails generation 6/6/2020

fix Expading sub-tickets in grid respects the current sorting 6/6/2020

fix Better async performance in HTTP-request automation rules 6/6/2020

fix Improved datetime input rendering for custom fields 6/5/2020

fix More Dropbox/GDrive/Onedrive/Boxcom fixes 6/4/2020

fix OneDrive file picker now returns sharable URLs (was returning protected URL not visible to anyone) 6/4/2020

new Dashboard links to ticket list 6/3/2020

fix New automation rule "Latest reply came from a non-subscriber" 6/3/2020

new Added "Last Updated By Username" to tickets list 6/2/2020

fix Clicking away cancels editing ticket subject 6/1/2020

fix Fixed double slash in browser notifications URL 6/1/2020

fix Default ticket search now looks in dropdown custom fields too 5/31/2020

new Ticket Search now looks in custom fields too 5/31/2020

fix Human-readable missing paramater error message in API 5/28/2020

enh Attach files during asset creation 5/28/2020

new All new outbound email component, faster and more reliable 5/28/2020

fix Asset cloning improvements 5/28/2020

new Box.com integration 5/28/2020

fix Order sections by name on admin pages for easier lookup 5/28/2020

new Notify admins when their custom SMTP server is down 5/27/2020

enh Improved text search performance within replies 5/25/2020

fix Security improvements 5/21/2020

fix More granular "delay" automation actrion (seconds precision) 5/20/2020

fix Fixed automation-triggered comments display 5/19/2020

enh Support for deleting messages instead of marking as read in Office 365 mailboxes 5/18/2020

fix Proper notifications when converting a ticket to a reply 5/12/2020

fix Respect custom status categories in mobile apps/API 5/11/2020

enh Realtime dashboard - ability to select "today, 7-days, 30-days" 5/11/2020

fix Quick in-place editing for ticket subject 5/10/2020

new Ability to add custom public holidays 5/10/2020

fix Fixed switching "total" links in the grid 5/8/2020

fix Added "Category permissions audit" to technicians report 5/8/2020

fix Translation fixes + saved filters styling 5/8/2020

fix "Mark answered/unanswered" automation rule fixes 5/7/2020

fix Remove extra formatting when copy-pasting from tickets, so text looks nice in other software 5/7/2020

enh Admin user search - added an option to search "regular' users only 5/6/2020

fix Fixed canned responses in Edge browser 5/5/2020

new New automation action "mark reply as 'tech-only'" 5/4/2020

fix Dropbox integration fixes 5/4/2020

fix Google Drive fixed also no need for API-id etc, just enable the checkbox and that's it. 5/2/2020

new One Drive support (attaching files to tickets) 5/2/2020

fix Fixed desktop notifications for new tickets 5/1/2020

fix API search imrovements 4/24/2020

fix Fixed localized status names in API 4/24/2020

new Added /LinkedTickets" to API 4/17/2020

fix JS fixes in summary report 4/17/2020

fix "Ticket forwarded" log is now html and properly formatted 4/17/2020

fix Proper ticket links from techs report 4/15/2020

fix Fixed "autologin builder" in admin panel 4/15/2020

enh Redesigned current user button, less clutter 4/14/2020

new New custom status permission "for managers only" 4/13/2020

enh Satisfaction report improvements: more intuitive chart colors, click on chart to filter tickets by ratings, filter by categories, assigned techs and companies 4/13/2020

fix Show proper custom fields when looking at a section-filtered grid 4/12/2020

new New workflow automation action "Abort further emails" 4/9/2020

fix If an email comes into ticket from a non-subscriber mark it "private" (for techs) otherwise sensitive info might get out 4/7/2020

fix Ticket forwarding UI fixes 4/6/2020

new Prompt to close subtickets when closing ticket 4/6/2020

new Advanced User Search - searching for users with/without tickets, Admins only, Techs only etc. 4/2/2020

fix Html sanitizer fixes 4/1/2020

fix Ideas search pagination fix 3/31/2020

fix EMail signature remover improvements 3/31/2020

enh Security improvements (detecting and filtering dangerous requests) 3/27/2020

fix Ticket forward form improvements 3/27/2020

fix Dark theme fixes 3/27/2020

fix "Not enough permissions" message for disallowed tickets 3/27/2020

new New automation rule "delete all subscribers" 3/26/2020

new Dark theme UI (per-user setting) 3/24/2020

new Ability to attach more files when editing a ticket 3/23/2020

enh Improved "with attachments" ticket search 3/23/2020

enh Faster external servers for downloading ticket attachments 3/22/2020

fix Fixed company display when expanding subticket 3/22/2020

fix TIme spent more than 24 hours fixed 3/17/2020

new Added link to realtime dashboard 3/17/2020

enh Drastically improved search speed for technicians 3/12/2020

fix Fixed "include assigned user singature" bug 3/12/2020

enh Added "creation date", "updated by" and "update date" to automation rules 3/10/2020

fix Support dd/dl/dt tags in WYSIWYG editor 3/10/2020

fix Database perfrormance tweaks 3/9/2020

fix Technicians report - fixed link to "active tickets within date range" 3/5/2020

new Support "mode=disabled" in /users API 3/4/2020

fix Minor wysiwyg-editor fixes 3/4/2020

enh API performance optimizations 3/1/2020

fix Scheduled report rendering performance 2/29/2020

fix Fixed tag/user autosuggest control 2/28/2020

new Reopen ticket and mark it "for tech" on failed email delivery 2/25/2020

fix Show only allowed categories in bulk action selector 2/25/2020

enh Show file sizes in ticket attachments block 2/22/2020

fix Properly restoring attachments to original tickets when unmerging 2/21/2020

fix Send techonly comments to techs in the ticket category only, not all tech-subscribers 2/21/2020

enh Added percentage numbers to all pie chart slices 2/20/2020

new Show users count in Admin - Users 2/19/2020

new Power Bi integration. Read more... 2/18/2020

fix Nicer pager controlls for Users, Assets and Ideas, also additional pager on top of Users 2/17/2020

new New ticket custom field permission type: "visible to everyone, editable by technicians/admins only" 2/14/2020

fix Protection from accidentaly disabling/deleting your own user account via admin bulk-actions 2/13/2020

new Access to full scheduler settings when creating a ticket 2/12/2020

new Allow users edit their own tickets (saving changes to the log) 2/11/2020

fix Password reset procedure improvements 2/11/2020

fix Fixed error when empty template was still sending ticket updates via email 2/10/2020

new Added past invoices to the billing section 2/10/2020

fix IE suport in custom reports 1/31/2020

fix Grid performance improved 1/28/2020

new Ability to bulk-restore deleted tickets from "Search" 1/28/2020

new Added "delay" automation action 1/26/2020

new Slight KB redesign 1/24/2020

fix Basecamp integration fix 1/19/2020

fix Option to remove a tag via automation rules 1/15/2020

enh Added "includeCustomFields" parameter to api/tickets (false by default) 1/15/2020

fix Fixed "Set ticket subject" automation action "Add as a prefix" option not saving 1/15/2020

enh GitLab on-premise integration 1/11/2020

new Satisfaction report - Show individual tickets with their ratings 1/10/2020

new Ability to disable/archive a category 1/9/2020

fix Saml "ReturnUrl" fix 1/8/2020

enh Enhanced TFS/VSO/Azure DevOps integration - added "Iteration" field, proper "Bug" description 1/6/2020

enh Company info popup - added recent tickets list + fixed user number 1/5/2020

fix Fixed searching by range Date+Time custom fields 12/27/2019

fix Fixed due date sorting in Ticket Summary report 12/27/2019

enh Added tags to Summary report 12/26/2019

new Ability to "select all" tickets in the list, even the ones not showing, like in GMail. 12/25/2019

enh Show "Knowledge Base description" on top of the Ideas Forum page as well 12/23/2019

enh New automation action: "Set start date" 12/23/2019

enh Support dependent custom fields in ticket editing form, not just ticket creation 12/21/2019

fix Performance optmizations 12/18/2019

fix KB bulk edit category fixes 12/18/2019

fix Show Knowledge Base article subscribers to admins (includes cat. techs. article & category subscribers) 12/17/2019

fix Use localized Status name in emails. 12/16/2019

new Editor - added support for nested lists and "indent" and "outdent" 12/16/2019

new Added "No. tickets taken" to the "Tickets per day" report 12/15/2019

new Added Chinese Traditional language 12/15/2019

fix Fixed ticket forward page 12/14/2019

new Customizable colors for custom ticket statuses 12/13/2019

new Summary report - filter by multiple technicians 12/12/2019

new Different top announcement bar message for admins and technicians 12/12/2019

fix Ticket search improvements 12/11/2019

fix Fixed minor UI bugs + missing translations 12/10/2019

new Extract user profile picture during Google Login 12/9/2019

new New automation action "Set ticket subject" 12/7/2019

fix Show Close button in "new" tickets too 12/7/2019

enh Security fix 12/5/2019

new Creating new subtickets from ticket's "more" menu 12/4/2019

enh Show department in user popup 12/4/2019

enh "Set due date" automation option to shift from current due date 12/4/2019

enh Show announcement bar to admins if a custom SMTP has failed 15 times 12/3/2019

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

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

new Added percentage pie-charts to Technicians report 11/11/2019

enh Added an ability to search Event Log report 11/11/2019

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

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

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

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

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

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

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

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