Release Notes: This version includes over 307 improvements. Licensing is based on seats (concurrent workers). Support was added for jQuery, Smarty3, and Nginx. Mail drafts share progress during replies. All content in the Support Center can be edited through the GUI. Custom fields were added for data entry in the Support Center. Broadcast sends personalized bulk replies. Snippets reuse text fragments that adapt to the current record. Search relevancy and performance were improved. Content is archived to Amazon S3. Markdown is supported in the KB, along with an editor and article custom fields. A new JSON/XML API based on worker permissions simplifies mobile development.
Release Notes: This release includes over 36 improvements from community feedback. Tasks support conversations to track progress toward completion. Tasks are now displayed like tickets, including functionality like keyboard shortcuts. The Support Center can now authorize customer logins using custom data sources (e.g. LDAP, forums, billing, and CRM), and also allows credentials beyond email+password (e.g. customer ID and account number). Custom fields can be added to Worker records. Workspaces can contain worklists of workers, which is most useful when combined with the new worker-level custom fields.
Release Notes: This release includes over 68 improvements from community feedback. All views/lists will now remember their worker-level customizations (columns, sorting, length) between logins. "Open Ticket" will now generate a placeholder message from the first requester, so the sender and organization links properly point back to a client. Support Center modules and plugins can have their visibility set to: anybody, logged in, or nobody. Support Center membership can now be managed from the Address Book. The Time Tracking timer has been made thinner so it no longer blocks any menu options.
Release Notes: This release includes over 23 improvements from community feedback. You can now create custom mail filter criteria and actions using plugins. Watchers can trigger Worker Notifications (optionally, with Fluid.app integration) in addition to sending copies of matching e-mail. Superusers can edit any worker's Watcher Filters. Contact Situations in the Support Center can have any number of followup questions be required before website visitors can open new tickets. The anti-spam system has several minor fixes related to multibyte-safe string functions in PHP.
Release Notes: This release includes over 47 improvements from community feedback. The Support Center now uses jQuery for form validation and multiple attachment support. You can set the language for each public support portal and provide your own header in HTML. Custom fields from the Support Center can now match Group Inbox Filters. The number of unread notifications for the current worker is displayed as an alert in the top right on every page. You can now display a ticket history by sender email address, organization, or host. Most plugins have had their text added to the translation system.
Release Notes: This is a minor cleanup of the 4.2 release. It adds back Fetch & Retrieve functionality as an optional plugin. Watchers no longer receive email notifications about probable spam. Group filters on Workspaces are now properly migrated. Languages can now be used even if their locale does not exist on the server OS.
Release Notes: This release includes over 106 improvements from community feedback. Support centers can now each have their own enabled modules and styles. Visitors can be required to log in before opening new tickets or browsing the knowledgebase. Date/time and message content criteria have been added to filters. Email notifications and Mail Routing can be created using the same criteria as Group Inboxes. A .csv file importer has been added to the Address Book and CRM, which can import arbitrary data into custom fields. Performance is improved for lists containing custom fields or thousands of rows.
Release Notes: This update provides over 147 improvements from community feedback. Custom fields can be added to almost anything. Group inbox filters can read custom fields set on senders and use that information to write custom fields on new mail (such as priority or due date). Workspaces can contain lists of anything; worklists can now be populated by custom field filters and show custom field data as list columns. Groups can prioritize email buckets and flag if their contents are assignable. An itemized permission system for workers has been added. Auto-refresh for workspaces has been implemented.
Release Notes: A new global notification system provides a reusable service that functionality and plugins can use to get a worker's attention. Workers can now immediately notify any number of people when leaving a comment or note on mail. An attachments cleaner reclaims wasted disk space. Also included are over 60 fixes and improvements from community feedback.
Release Notes: UTF-8 is now supported application-wide and a Translation Editor plugin is provided to create new localizations. A new Time Tracking plugin is available to log time spent on clients and activities. A new Feedback Tracking plugin allows capturing and sharing of the feedback uncovered in daily conversations. A new Spam Analysis plugin gives insight into how the anti-spam system is making filtering decisions. The anti-spam engine will "unaccent" email content to counter common spam tricks. Two new pages, "home" and "activity", better organize new plugin-contributed functionality.