Release Notes: A dozen new reports have been added from community feedback. The reporting plugin has been ported to the Yahoo User Interface (YUI) "Chart" module to provide dynamic Flash-based charts on reports. The universal importer is now stable for importing ticket and worker information as XML.
Release Notes: This release includes over 35 feature requests and improvements from community feedback. New custom reports can be added through the plug-in system. Email attachments are sent with email notifications (watchers). Internal comments can be added to conversations through email (particularly from mobile devices). The universal XML importer can now import workers, tickets, messages, comments, and attachments from external sources.
Release Notes: Inbox mail filters can now use all message headers as criteria. When clicking '-filter-' in an inbox list, the 'create filter' pop-up will now pre-fill the standard criteria using the selected message as an example. The raw headers from the selected ticket are also shown to assist with advanced filter creation.
Release Notes: Each worker can now choose their own timezone for date entry and display. Advanced full-text searching (boolean, wildcards, phrases, boosting) has been added for message content. Several more performance improvements have been made: SMTP persistent connections, optimized disk-based caches, and MySQL persistent connections.
Release Notes: Subtle visual cues have been added to the conversation history to make differentiating events easier. A "Read All" mode has been added for quickly reviewing a long conversation history. A time-limit can now be set on assignments to automatically return work to group control at a specific time (such as at the end of a work shift). More keyboard shortcuts have been added. The interface style has been improved.
Release Notes: Worker comments are displayed inline in mail conversations. There is support for distributed memcached caching, the beginnings of an XML-based universal content importer, streamlining of the guided Web installer, and two dozen usability and performance improvements from community feedback.
Release Notes: This release includes a major performance boost from implementing a short-term/long-term caching strategy in front of the database. It also includes a security patch and several minor bugfixes.
Release Notes: This release includes several dozen improvements and fixes from community feedback. Knowledgebase management has returned to the admin interface and has also been integrated with the customer-facing Support Center interface. Performance has been improved based on intense real-world profiling. Minor security patches have been applied. The project has also adopted MySQL 4.1+ as the official database platform in preparation for better i18n and transaction support.
Release Notes: This release includes over 55 features and bugfixes, including internationalization fixes, e-mail templates when sending mail, manual message logging, configuration plug-ins, SMTP/POP3 testers, and chained message routing rules.
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.