Cerberus Helpdesk

Release Notes: This maintenance update includes 23 improvements from community feedback. Search indexing has been optimized for large messages. Activity on reports can be graphed by hour. Roles can own snippets and share them with any combination of groups and workers. Administrators can view and bulk update snippets from a new page in Setup. Snippet worklists can be filtered by owner. This release fixes an issue with attachments being appended to the message body when a plaintext file only had a disposition-filename header. Attachments with the MIME type message/rfc822 are no longer appended to conversations.

Release Notes: This maintenance update includes 8 improvements from community feedback. It fixes an issue during upgrades where the platform attempted to read plugin manifests before updating itself. For now, any time the platform detects that the version has changed, it will redirect to /update without reading plugin manifests first. It fixes a bug that prevented the 'From:' field on the Send Mail page from listing groups that had only an inbox and no other buckets.

Release Notes: This version includes 70 improvements from community feedback. A plugin library enables third-party plugins to be installed and updated using only the Web browser. The list of plugins has paging, sorting, and searching functionality. Virtual Attendant behaviors may now define, set, and check custom variables to make conditions and actions more dynamic. Variables are available as placeholders in snippets. Virtual Attendants support automatic assignment workflow: assignees can be chosen at random, in round-robin, or by load balancing. Macros may provide parameters to further improve reusability.

Release Notes: This maintenance update includes 12 improvements from community feedback. The storage system will no longer leave stray attachments behind after deleting tickets. The debug page can export an XML file which describes Virtual Attendant behavior for all events. A new X-Header records the mailbox a message was downloaded from. The installer includes database scripts for facilitating fully-automated installs. When adding a new workspace, a worker's own workspaces are now shown by default, since the full list can be overwhelming when it's unintentional.

Release Notes: This maintenance update includes 14 improvements from community feedback. Workers can now properly delete snippets they have write access to. Virtual Attendant behaviors are now grouped by event and can be reordered by dragging on their titles and moving them within their event group. This release fixes an issue which resulted in bulk updating tickets submitting all the changes to the database in one pass instead of batching them as designed, and an issue which prevented ticket searching by group through the Web API.