Helpdesk Classic

  • Release Note

    Version 11.24.628.1349        Released 28-June-2024

    🚀 What's New

    1. Apps 365 description has been added in the app source overview.

  • Release Note

    Version 11.24.312.1449        Released 12-Mar-2024

    🔧 Bug Fixes

    1. Previously, the entries in the team's report was set for 100, but now we may see all of them.

  • Release Note

    Version 11.24.227.1830        Released 27-Feb-2024

    🔧 Bug Fixes

    1. The issue with tabs on the home page has been resolved.

  • Release Note

    Version 11.23.713.1400        Released 14-July-2024

    🔧 Bug Fixes

    1. The users couldn't change the ticket properties.
    2. Issue with the reports page's date format.

  • Release Note

    Version 11.23.628.1800        Released 28-June-2024

    🔧 Bug Fixes

    1. The report page's filters weren't functional.
    2. After raising the new ticket, the new ticket panel became stuck for a few users.
    3. The home page's priority-based ticket colors were broken.

  • Release Note

    Version 11.23.525.1030        Released 25-May-2024

    🔧 Bug Fixes

    1. Supervisor doesn't get an email when the teams option on the new ticket panel is dropdown.

  • Release Note

    Version 11.23.523.1900        Released 23-May-2024

    🔧 Bug Fixes

    1. Requester does not get an email when their ticket is merged into a different ticket.
    2. Requester gets no notification when another ticket is merged with theirs.
    3. Assigned agent on a ticket that gets merged gets no notification.
    4. Master ticket shows no history of tickets merged into it.

  • Release Note

    Version 12.23.328.2200        Released 29-Mar-2024

    🚀 What's New


    New Feature :

    1. Email notifications for the CC users in the new ticket panel.
    2. Column configuration for My Tickets tab under column settings.

    🔧 Bug Fixes

    1. Added SLA columns on the reports page.
    2. Knowledgebase article editing was not working.
    3. Knowledgebase tags were not getting saved.
    4. The comments were not loading automatically.

  • Release Note

    Version 11.23.802.1600        Released 8-Mar-2024

    🔧 Bug Fixes

    1. The cc users were unable to receive notifications of ticket comments.
    2. Admins were unable to reply to the tickets that were created by users.

  • Release Note

    Version 11.23.228.1500        Released 1-Mar-2024

    🔧 Bug Fixes

    1. Guest user can now reply to the tickets.
    2. Comment notifications for users.

  • Release Note

    Version 11.23.202.2300        Released 2-Feb-2024

    🚀 What's New

    New features/Improvements:
    1. "Reopen the ticket on reply" in ticket customization settings (Closed tickets will open if there is any comment from the requester/assignee on the following ticket.)

    🔧 Bug Fixes

    1. The ticket comment page is breaking if there is any SharePoint user properties are disabled in SharePoint admin center settings is fixed.
    2. In exported report file (of report page) days column values coming with decimal are fixed.

  • Release Note

    Version 11.23.119.2330        Released 20-Jan-2024

    🔧 Bug Fixes

    1. Days column in the reports page was showing empty.
    2. Comments page is fixed when the app is opened for the first time from outlook
    3. KB hide function in the settings page

  • Release Note

    Version 11.23.111.100        Released 11-Jan-2024

    🚀 What's New

    New features/Improvements:
    1. Added a days column on the reports page.

    🔧 Bug Fixes

    1. Editing the SLA policy.

  • Release Note

    Version 11.22.1227.300        Released 27-Dec-2022

    🚀 What's New

    New features/Improvements:
    1. Can copy-paste screenshots in the ticket description.
    2. Can sort tickets based on ticket Id, ticket modified date, and ticket created date as per general settings.
    3. Allow All to Comment on Tickets from general settings (In case it is turned on, team members, CCs, consulted individuals, and reviewers are allowed to comment/reply to the tickets).
    4. Validate Duplicate Tickets Through Email from the advance setting (This setting will avoid duplicate ticket creation through email when any user replies to the first email or any thread which doesn't have the ticket number in the subject).

    🔧 Bug Fixes

    1. Mac/Ios Capatiable issue is fixed.
    2. Now the ticket requested from email id shows under the "requested by me" table.
    3. Selecting Days issue on the SLA Policy page is fixed.

  • Release Note

    Version 11.22.1129.1800        Released 29-Nov-2022

    🚀 What's New

    New features/Improvements:
    1. Can set SLA policy for custom priority.
    2. Can sort tickets based on ticket Id, ticket modified date, and ticket created date as per general settings.

    🔧 Bug Fixes

    1. Agent duplication issue on agent reports.

  • Release Note

    Version 11.22.1117.2330        Released 18-Nov-2022

    🚀 What's New

    New features/Improvements:
    1. Added a new theme Pantone 1585 C.

  • Release Note

    Version 11.22.1110.1600        Released 11-Nov-2022

    🚀 What's New

    New features/Improvements:
    1. Email id is not editable in the requester contact details panel of the comment page.
    2. Added an unlicensed user validation in team creation.

    🔧 Bug Fixes

    1. Unable to hide subservice on the user ticket form from the ticket field settings issue is fixed.
    2. Unable to update the ticket status in Firefox browser if the language is changed issue is fixed.
    3. Ticket transfer is not working when we track the time feature is enabled.
    4. The table shows the entries issue fixed.
    5. The issue with renamed services and subservice not updating on the ticket form has been resolved.

  • Release Note

    Version 11.22.1030.2200        Released 30-Oct-2022

    🚀 What's New

    New features/Improvements:
    1. Language - Can change the language of the helpdesk application from general settings.
    2. Added Validation so that ticket mailbox account can't be a ticket requester.

    🔧 Bug Fixes

    1. Home page keeps loading continuously issue fixed.
    2. Ticket submition issue with guest or external user.
    3. Users duplicating on the user page.
    4. The blank user page issue is fixed.
    5. Agent duplicating issue in agent reports page in case if agent belongs to multiple teams.

  • Release Note

    Version 11.22.1011.2300        Released 12-Oct-2022

    🚀 What's New

    1. Column settings for report page.
    2. Change teams/groups to buttons or dropdown lists of ticket form from the general settings.
    3. Custom redirect SharePoint Site URL settings in general settings.
    4. Send all email notifications from the Helpdesk mailbox settings.

    🔧 Bug Fixes

    1. Ticket scope permission issue.

  • Release Note

    Version 11.22.913.1800        Released 14-Sep-2022

    🚀 What's New

    1. Ticket Aging report.
    2. Admin can edit or change the ticket requester name on the comment page.
    3. Setting page layout has been modified.

    🔧 Bug Fixes

    1. Exclude users for ticket auto-assign on the setting page.
    2. Unavailable ticket auto-assign control missing on agent setting page.
    3. Delete the ticket icon missing on the home page.

  • Release Note

    Version 11.22.906.200        Released 06-Sep-2022

    🚀 What's New

    1. Added Column settings in feature settings.
    2. Performance improvement.
    3. SLA improvements.
    4. Display custom ticket status in the dashboard.

    🔧 Bug Fixes

    1. Mail thread issue fixes in the comments page.

  • Release Note

    Version 11.22.808.1700        Released 08-Aug-2022

    🚀 What's New


    New Feature 1

    1. Display team's name in ticket from general settings.
    2. Hide/show title and description fields in ticket from ticket fields settings.
    3. Data table Sorting remains sorted even we refresh the page.
    4. CC users auto pickup in the ticket properties panel.
    5. External users can receive the survey link and can submit feedback.

    🔧 Bug Fixes

    1. Attachment issue in the ticket form.

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