Release Notes: This update introduces custom fields, allowing arbitrary data to be collected and displayed in search results, worklist columns, and community tools. Tickets created from the Web can prompt for custom field entry by situational context (e.g. "I would like to know about your products" vs. "I need help with an invoice.") This update also includes dozens of new features and usability improvements from community feedback.
Release Notes: This release adds several new plugins: E-mail Notifications (watchers), Audit Log, Support Center, Interactive Reports, and Service Levels. Service Levels allow you to prioritize incoming email by sender.
Release Notes: This is a complete rewrite to evolve from the past five years of project experience. The project now supports plugins, allowing rapid development of extensions. A major emphasis has been on conceptual simplicity, returning the core functionality to webmail-like intuitiveness without sacrificing scalable power. Fetch and Retrieve can now return resources from forums, FAQs/KBs, wikis/docs, blogs, and more. Community Tools allow you to expose public functionality, even on remote domains, without installing separate applications.
Release Notes: The e-mail management system has been completely overhauled with hundreds of enhancements, including a major workflow overhaul, teams, tags, usability enhancements through Ajax, a dynamic search builder with save/load, dashboards with highly-customizable ticket lists, a streamlined desktop interface, and custom report integration via JasperReports.
Release Notes: There is now a PHP5 version for download. The GUI has had a facelift, which makes it easier to change colors and images. Boolean ticket searches have been added; AND/NOT searches are now possible, as well as optional words and partial matches. Custom statuses can also be created to match any business. Mail rules can now act before the email enters the system to bounce spam, ignore autoreplies, etc.
Release Notes: Major parts of the interface can now be rearranged. Catch-all Queue Rules, Folder/Container Queues, and Per-user Timezone Support have been added. Keyboard Shortcuts are now enabled for quick navigation. Enhanced Time Tracking has been added for billing purposes and SLA accounts now have expirations.
Release Notes: The trial version has been changed to a free version which no longer has an expiration. SLA (service-level agreement) functionality has been added, which can help enforce guaranteed response times for each queue. A new Fetch and Retrieve system can be trained and provides suggested solutions from the knowledge base. A contact management system, ticket due dates, major speed optimizations, and many other features have also been added.
Release Notes: A couple of major features have been added. A Bayesian spam filter has been added and can be trained to recognize spam. The spam probability can be used in email rules. A notification system was added. Users can now be notified when new tickets arrive, tickets are assigned to them, or when a reply arrives. Group Permissions have been extended to include permissions on queues and it is now possible to have multiple public tool installs and configurations.
Release Notes: Some of the major new features in this release include ticket ID masking, project management/task list, an xSP interface for managing many desks from one screen, and new email rules.
Release Notes: The entire application was rewritten for the 2.0 series to give a stronger base to work from and to make the application easier to install. Smarty PHP templates are now used to allow people to easily change the way the application looks. Ticket merging was added, along with more reports.