What's new in Hosted Helpdesk

What's new in SaaS Help Desk

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

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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