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.
new
Support for GCC (MS Government Cloud) for O365, both inbound and outbound email
5/19/2023
fix
A lot of Zapier integration fixes
5/15/2023
enh
"Notifiy techs on takeover" now has a setting whether to include admin
5/14/2023
fix
Fixed custom KB title/description breaks layout for anonymous users
5/10/2023
fix
Added some missing translations
5/9/2023
enh
"Add subticket" automation rule now supports assigning to a technician
5/8/2023
fix
Fixed Google calendar sync - shareable iCal link format fixes
5/8/2023
fix
Fixed adding subtickets & parent tickets
5/5/2023
enh
Added #Username# mask to email templates
5/4/2023
enh
Option to include retired assets in asset-search
5/4/2023
fix
Open Github, Jira, etc. integration URLs in a new browser tab
5/4/2023
new
Enabled the ChatGPT integration for the Company plan
5/4/2023
fix
ChatGPT now generates responses in the language the ticket is written in
5/2/2023
enh
API: added "assignedToUserId" parameter to /Ticket POST endpoint, to assign during creation and reduce email chatter
5/1/2023
fix
GPT: Do not suggest KB if it is disabled
5/1/2023
fix
Fixed tag counts under "Admin - Categories - Tags" page
4/30/2023
fix
Improvements and fixes for two helpdesks talking to each other over email
4/29/2023
new
ChatGPT integration now allows you to improve your reply or write a custom prompt
4/28/2023
enh
Reorganized "More" menu for linked and subtickets, moved "new" button to popup
4/27/2023
enh
Added MS Teams notification when a new KB article is posted
4/26/2023
fix
Added colors to Google login button
4/26/2023
enh
Added support for O365 GCC for incoming emails (beta)
4/25/2023
fix
Fixed adding tech subscribers in the recent versions of Chrome
4/25/2023
enh
Chroatian language improvements
4/25/2023
enh
Kanban - added filter by assigned technician
4/22/2023
fix
Bug fix - "Require MFA" setting was not saving properly
4/20/2023
enh
Due dates public shareable iCal link for external calendar sync now supports selected user and category
4/20/2023
fix
Added "upd by cust", "upd by tech" etc. badges to Kanban board view
4/19/2023
fix
Show user phone as a "tel:" link in user profile and preview popup
4/18/2023
fix
Github-style markdown checkbox lists in multiline custom fields fixed
4/18/2023
fix
Message-ID matching for emails now also looks at the subject line to prevent unwanted routing of new emails to existing tickets
4/18/2023
fix
Permission fix: ticket-assign and "tech-only" custom fields now check permissions to current category
4/17/2023
fix
Translation improvements
4/16/2023
new
Interactive Kanban board for unclosed tickets (under "Reports - Kanban")
4/14/2023
fix
Ticket merging concurrency improvements
4/14/2023
fix
Fixed Change Status automation when ticket is being closed from "non-updated" and "overdue" triggers
4/13/2023
fix
Offer to "close all subtickets" only if a ticket has child tickets, not always
4/13/2023
enh
LOTS of performance improvements, less memory usage, faster deploys
4/9/2023
fix
Consider category submit permissions when creating tickets from emails
4/5/2023
fix
Fixed attachments in KB article API
4/1/2023
new
ChatGPT integration. Opt-in in Admin - Integrations
3/27/2023
fix
PERF: Use pooled memory streams for image thumbnail generation (prevents app restarts on high memory load)
3/17/2023
fix
Fixed catgery templates HTML
3/17/2023
fix
Asana interagtion fix
3/15/2023
new
New report "overdue tickets". Also log due date changes for accurate reporting. Rearranged reports main page.
3/14/2023
fix
User search improvements
3/11/2023
fix
Preserve line breaks in ticket templates in a category, fixed non-latin category descriptions
3/9/2023
fix
Proper live comment update rendering for system msg with attachments
3/9/2023
enh
User @-mentions now have a tooltip that shows the username
3/9/2023
fix
Fixed editing huge tickets where body offloaded to file storage
3/8/2023
fix
Fixed API "UpdateUser" resetting company/department sometimes
3/8/2023
fix
Rearranged email settings page for better UI
3/8/2023
enh
Added extra confirmation when deleting a category, even if it has no tickets
3/7/2023
fix
Fixed user search for "no tickets OR replies" mode
3/6/2023
fix
Fixed saving hidden columns
3/4/2023
fix
Improved outbound email logging
3/4/2023
new
New API method "Create KB article"
3/2/2023
fix
disable o365 mailbox when it's "404 not found" to surface this error to customers
3/1/2023
enh
O365 inbound email improvements (api-request batching)
2/28/2023
enh
#Recipients# email template can now list names, not emails, to keep this sensitive info private
2/28/2023
fix
Fixed embedded image sizing in emails
2/27/2023
fix
Fixed unlinking issues from Azure Devops
2/22/2023
enh
User advanced search: filter users who have no tickets AND no replies
2/16/2023
enh
Azure Devops integration improved: pull and display actual workitem status
2/14/2023
fix
Fixed x-axis sorting for Speed report when grouping by month
2/12/2023
fix
Faster JSON serialization
2/11/2023
new
Added CSV export to customer satisfaction report
2/7/2023
new
Ticket search plural/singular support (searching for "printer" will return "printerS" too) when searching for 1 word
2/6/2023
enh
Refactored most date-time operations: 3X faster, simpler code
2/4/2023
enh
Added overdue breakdown chart to Summary report
2/2/2023
enh
Technicians report - add "overdue tickets" number
2/2/2023
new
Whitelisitng email addresses to skip useless filter
2/2/2023
fix
WhatsApp integration: indicate send failure via existing "bounced comments" mechinism
2/1/2023
fix
UI fixes for RTL languages
1/31/2023
new
New API method: TagTicket(name, ticketId)
1/30/2023
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
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
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
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
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
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
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
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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