Release Notes: This version includes over 294 improvements from community feedback. Watchers can follow any record in the helpdesk with one click to receive notifications about new activity. Virtual Attendants observe events to provide business automation behavior using flexible decisions trees with dependent outcomes. Attendants can send email, add watchers, set properties, and create tasks, comments, and notifications. Every worklist has a subtotals sidebar for multiple fields (and custom fields) with single-click filters. Non-Latin charsets work with search and anti-spam. Long workspaces lazy load.
Release Notes: This maintenance update includes 14 minor fixes and usability tweaks based on community feedback. Searching snippets will return partial matches by default. A 'Find more plugins' link was added in Setup. An issue that prevented extra email addresses from being added in the Support Center in some cases was fixed. The usability of the knowledgebase search when replying to tickets was improved. Custom fields are fixed on feedback entries. A destination URL will be preserved through multiple login failures. Bulk update on tickets can set a reopen date for 'waiting for reply' or 'closed'.
Release Notes: This maintenance release includes nine minor fixes and usability tweaks from community feedback. Snippets can be inserted into a reply using an auto-complete rather than having to open the chooser. New snippets can be created while replying to a ticket without leaving the page. A couple of bugs in the Support Center related to the Knowledgebase were fixed. A user-friendly 404 'Not Found' page is now displayed when requesting invalid URLs.
Release Notes: This maintenance release includes 14 fixes and usability tweaks.
Release Notes: This version includes over 103 improvements from community feedback. Workspaces can be displayed in multiple locations. Choosers provide autocomplete functionality for quicker data entry. Entire mail conversations can be previewed from "peek" popups. Call Logging tracks incoming and outgoing phone calls (e.g. reception, sales calls). Feed Reader subscribes to RSS feeds and tracks actionable items in the helpdesk (e.g. blog comments, forum posts, wiki changes). Attachments can be added to comments and the knowledgebase. Worklist, copy, and explore functionality is added to more record types.
Release Notes: This maintenance release includes 12 minor fixes and usability tweaks from community feedback. The UI is compatible with older versions of Internet Explorer again. IIS and Smarty3 will no longer create invalid filenames in the cache. OpenID now works when PHP is in safe_mode. Gravatar images will use SSL when enabled.
Release Notes: This version includes over 46 improvements from community feedback. The look and feel of the interface was improved. A registered contact in the Support Center may have multiple email addresses. Registered contacts can share their history for any email address. Contacts may use advanced search criteria to filter their ticket history. OpenID is supported for worker and contact logins. A datacenter plugin integrates server and domain management. Random samples can be drawn from any worklist, allowing for new workflow patterns: random assignments and A/B testing. An SDK of example plugins is included.
Release Notes: This maintenance release includes 9 minor fixes and usability tweaks from community feedback. It fixes a bug that was preventing new comments from being added in some environments. All comments are now included in the destination ticket when merging multiple conversations. When a worker is attempting to log in and your helpdesk is at its seat limit, the single most idle session will now be cleared to free up a seat rather than invalidating all idle sessions. The last step of the installation process will no longer prompt you to immediately update.
Release Notes: This maintenance release includes a dozen minor tweaks and fixes from community feedback. Search presets can be modified by saving over them with new filters. The installer will no longer require a patch immediately after finishing. Organizations are automatically linked to time tracking entries when created from tickets. Owners can be bulk added or removed from tasks, opportunities, organizations, and time tracking. Bulk update support was added to Notifications for marking a list of events as read. Fixes were included to better support Nginx and IIS Web servers.
Release Notes: This version includes over 179 improvements. It can link any helpdesk content together: tasks to tickets, timesheets to opportunities, etc. Filter presets reuse searches. Tickets can be assigned to multiple workers. Assignees receive a notification when anyone replies or comments. Multiple snippets can be inserted at the same time. Reports provide more charting options (line, bar, stacked, filled) and display trends over time. Choosers simplify selection from long lists. Virtual filters simplify compound filters. All ticket worklists can display a subtotals sidebar. Message worklists allow for simpler observation.