Release Note

Version 24.1121.1600.0000        Released 21-Nov-2024

🚀 What's New

1. You can auto-assign email tickets based on the ticket requestor's location.

🔧 Bug Fixes

1. The email duplication issue occurring when a ticket was requested has now been resolved.
2. Ticket requestors will no longer be prompted to track time when replying to their tickets.

Release Note

Version 24.1115.1530.0000        Released 15-Nov-2024

🚀 What's New

1. Added a search option for canned responses to streamline ticket replies.
2. You can now export tickets along with their comments and replies.

🔧 Bug Fixes

1. The CC field, which was previously not visible in the new ticket form, has now been fixed.
2. Recently created tickets were not searchable during the ticket merging process; this issue has now been resolved.

Release Note

Version 24.1111.1802.0000        Released 12-Nov-2024

🚀 What's New

1. Display approval remarks in the ticket comments section.
2. Display ticket properties specific to selected custom forms only.
3. Hide the "Teams" option in the new ticket form during ticket creation.

🔧 Bug Fixes

1. Enhanced application performance.
2. Ticket counts were duplicating upon auto-refresh.
3. The Teams filter on the homepage was previously not working but has now been fixed.

Release Note

Version 24.1018.1645.0000        Released 18-Oct-2024

🚀 What's New

1. Display SLA charts categorized by teams.
2. Send calendar invites to the ticket requestor.
3. Show Ticket properties of custom form only

🔧 Bug Fixes

1. Enhanced application performance.

Release Note

Version 24.1010.1830.0000        Released 09-Oct-2024

🚀 What's New

1. Ticket Closed Justification.
2. Azure DevOps integration.
3. User-based custom columns.
4. Fetch the mobile number instead of the office phone for requesters

🔧 Bug Fixes

1. Enhanced application performance.
2. Subservice L1 has been added back to the premium plan.
3. Auto-assign and rules and automation now function simultaneously.
4. Condition-based custom columns are now functioning correctly.

Release Note

Version 24.0910.1116.0000        Released 10-Sept-2024

🔧 Bug Fixes

1. The approver name was not appearing in the approval workflow, this issue has now been resolved.

Release Note

Version 24.0904.1415.0000        Released 02-Sept-2024

🚀 What's New

1. Provided a setting to show/hide resolved tickets for users.
2. Provided export for the approval tab
3. Approver workflow can now be set based on sub-services
4. You can now assign multiple assets to a ticket.

🔧 Bug Fixes

1. Enhanced application performance.
2. The issue with the choice type custom column not functioning for list mapping has been resolved.
3. When splitting a ticket, the metadata was not being carried over. this has now been addressed.

Release Note

Version 24.0805.1615.0000        Released 06-Aug-2024

🚀 What's New

1. On the homepage, the most recent comment on a ticket will now be displayed under its title.

🔧 Bug Fixes

1. Enhanced application performance.
2. Sorting of the homepage based on the modified date.

Release Note

Version 24.0724.1815.0000        Released 25-July-2024

🚀 What's New

1.  SLA can now be paused based on roles.
2. Time tracking based on hours or minutes.
3.  Assets Recent Tickets.

🔧 Bug Fixes

1. Tickets created with more than one person is in the CC is now receiving notification.

Release Note

Version 24.0717.1557.0000        Released 17-July-2024

🚀 What's New

1. Ticket description is now renamable.
2. You can now filter your homepage based on custom columns.

🔧 Bug Fixes

1. Sort by age is working now.
2. Sub services L2 is now editable.

Release Note

Version 24.0704.1805.0000        Released 04-July-2024

🔧 Bug Fixes

1. Auto refresh is now working.
2. Able to create custom columns with titles having more than 200 characters.

Release Note

Version 24.0621.1930.0000        Released 21-June-2024

🔧 Bug Fixes

1. The requestor name placeholder is now working in the public comment created template.
2. Ticket re-open was not appearing for certain users.
3. Ticket Modified name is now more accurate.
4. Work on their own tickets is now working.
5. Custom views are now visible.

Release Note

Version 24.0611.1818.0000        Released 11-June-2024

🚀 What's New

1. Customize Favicon.
2. Fetch the mobile number instead of the office phone for requesters.
3. Every application user can choose their own theme for the application.

🔧 Bug Fixes

1. Default priority has now been fixed.
2. Fixed the issue where the cc of a ticket was not editable.
3. Performance enhancement of the application.
4. The text of the Helpdesk in Microsoft Teams dark theme has been addressed.
5. SubservicesL3 was not being disabled from ticket properties.

Release Note

Version 24.0530.1530.0000        Released 30-May-2024

🚀 What's New

🔧 Bug Fixes

1. Fixed the issue where users were not able to view the tickets.
2. Fixed the issue where cc of a ticket was not editable.

Release Note

Version 24.528.1103.0000        Released 28-May-2024

🚀 What's New

1. Requester Reports - You can track the number of tickets raised by requesters and their statuses.

🔧 Bug Fixes

1. Ticket reply emails for copied users are now being triggered.

Release Note

Version 24.0520.1606.0000        Released 20-May-2024

🚀 What's New

1. Added search bar in the custom forms

🔧 Bug Fixes

1. The Re-open button for closed tickets was missing.
2. The 24-hour time format was not followed on the ticket comments page.

Release Note

Version 24.0511.1246.0000        Released 11-May-2024

🚀 What's New

1. CSAT report
2. Reply action bar position
3. Sort Ticket comments
4. Enhance your replies with AI.

🔧 Bug Fixes

1. Tickets raised by the user from the portal were not getting auto-assigned. we have fixed that now.
2. Filters in custom view were not working. We have fixed that now.
3. Duplication of "private comments added" email. We have fixed that now

Release Note

Version 24.0429.1740.0000        Released 29-April-2024

🚀 What's New

1. Single-line ticket form.
2. Added search bar in custom forms.
3. Teams closed and Teams resolved are no longer separate tabs.

🔧 Bug Fixes

1. Was not able to change the ticket requestor while raising the ticket. We have fixed that now.
2. Custom column value was taking time to reflect the proper data. We have fixed that now.
3. Dark theme issues.
4. Search was not working for the approver column. We have fixed that now.

Release Note

Version 24.0328.1924.0000        Released 28-Mar-2024

🚀 What's New

1. Teams name placeholder is available for all email templates.
2. Modern view

🔧 Bug Fixes

1. Custom views based on filters were not working. now we have fixed that.

Release Note

Version 24.0318.1700.000        Released 19-Mar-2024

🔧 Bug Fixes

1. Tickets were not getting created in the mobile view, now we have fixed that.
2. When a ticket is reopened the assigned agent will be notified about it.

Release Note

Version 24.0311.2221.0000        Released 11-Mar-2024

🔧 Bug Fixes

1. Performance improvement

Release Note

Version 24.0228.1354.000        Released 28-feb-2024

🔧 Bug Fixes

1. Tickets were not visible in the mobile view, now we have fixed that.
2. The Teams tab is disappearing upon deleting supervisors. Now we have fixed that.
3. In the chatbot, team members were not syncing accurately. Now we have fixed that.

🚀 What's New

1. The new feature, "Custom" has been implemented, allowing end users to personalize their theme selection.
2. You can now map custom columns with the entries made in your SharePoint lists.

Release Note

Version 24.0215.2121.0000        Released 15-feb-2024

🔧 Bug Fixes

1. Helpdesk was not working in the Firefox browser. That has been fixed now.

Release Note

Version 24.0205.1906.0000        Released 05-feb-2024

🔧 Bug Fixes

1. The request type column was missing when we exported the data from the reports.

Release Note

Version 24.0123.1840.0000        Released 23-jan-2024

1. Ticket Title can now be edited by agents.
2. The number of ticket entries in a page can now be set to 500.

🔧 Bug Fixes

1. Reports generated for custom dates had empty columns. We have fixed that now.

Release Note

Version 23.1229.1620.0000        Released 29-Dec-2024

1. Enable MS Teams live chat integration
2. Auto Assign based on teams for tickets created via the portal.
3. Time format.
4. Show the favicon of Helpdesk365.

🔧 Bug Fixes

1. When we export the Excel file from reports we are not getting any data in the created and modified date. This has been fixed now.
2. Sorting option not given to custom columns. This has been fixed now.
3. Search field not working for Custom columns. This has been fixed now.

Release Note

Version 23.1122.1855.0000        Released 23-Nov-2024

1. Incident Management Module
2. Phone Integration Improvement

🔧 Bug Fixes

1. In the new ticket page, services are shown in alphabetical order.
2. Could not uncheck service/sub-service in the teams resolved tab. Now this has been fixed.
3. Custom column values were not visible on the homepage. Now this has been fixed.

Release Note

Version 23.1128.1650.0000        Released 28-Nov-2024

1. Add filters in the custom views.

🔧 Bug Fixes

1. Agent/Supervisor with team access -2 is able to assign tickets to other teams. Now this has been fixed.
2. Agents/ Supervisors with team access -2 is not able to view tickets in the Teams closed tab. Now this has been fixed.

Release Note

Version 23.1201.1201.0000        Released 02-Dec-2024

🔧 Bug Fixes

1. Custom column type " Ticket Property" was not visible in the ticket comments page. Now this has been fixed.

Release Note

Version 23.1103.1237.0000        Released 03-Nov-2024

🔧 Bug Fixes

1. Not able to raise tickets by changing the requestor.This has been fixed now
2. Upgrading the application caused the old custom views that were saved to disappear. This has been fixed.

Release Note

Version 12.23.1027.2303        Released 28-Oct-2024

Release Note

Version 12.23.1020.1705        Released 20-Oct-2024

Release Note

Version 12.23.927.1855        Released 27-Sep-2024

🔧 Bug Fixes

1. Team access-2 and restricted access are now working.
2. The ticket modified on the home page was not showing the new value.
3. When uploading more than 10 attachments only a few were getting uploaded.
4. Services were not getting saved successfully in the approver workflow.
5. Parallel Workflow is now working as expected.
6. The ticket description placeholder is now working.
7. When a ticket is split, the new ticket ID was shown as Nan.

Release Note

Version 12.23.802.35        Released 2-Aug-2024

1. Request Type column is added in column settings.
2. Admin and Supervisor can either take ownership and close the ticket or Close the ticket on behalf of the ticket Owner..
3. Admin or Supervisor can either take ownership and resolve the ticket or Close the ticket on behalf of the ticket Owner.
4. In user view, My Tickets is renamed as MY Request Tickets.
5. H365 Migration-Added H365 Migration feature in feature settings - Can Migrate Classic Helpdesk application ticket to Helpdesk 365 application.
6. GCC Tenant- Added GCC Tenant settings in general settings - GCC (US Government Community Cloud), if your Microsoft 365 tenant is GCC, please enable this setting to make teams call and teams chat work in the ticket comment page.
7. MS Form - Added MS Form in Integration Settings - From here you can duplicate the MS Form and use it as a ticket form once the MS Form is integrated with Helpdesk 365.
8. Resolved tickets can be shown in teams resolved or teams closed by enabling the settings from general settings

🔧 Bug Fixes

1. Resolved ticket from the homepage is not updating the resolved ticket count on the My Resolved tab is fixed
2. In the Dark theme color, the private comment box is in purple color.

Release Note

Version 12.23.0901.1333        Released 01-Sep-2024

🔧 Bug Fixes

1. Employee's manager is now receiving notifications for the approval workflow.
2. The problem causing the new ticket page to break has been resolved.
3. Condition-based columns are now functioning correctly.

Release Note

Version 12.23.0724.1710        Released 24-July-2024

1. You can delete tickets in bulk under teams.
2. Added validation of mailbox.
3. Added rules and automation.

🔧 Bug Fixes

1. Whenever the ticket status changes, it takes a refresh to be seen on the required page.
2. When a closed ticket is reopened from the homepage ticket dropdown, the status is shown as Select status.
3. No tickets are being shown on the opening comments page and closing it.
4. The approver workflow was not working for closed tickets.
5. Private note changed into a purple icon in dark mode.
6. Added external customer survey.
7. Created custom fields should show in column settings immediately.
8. By default, it should take the count of pending approvals.
9. Files attached to a ticket do not show up until refreshed.
10. Screen flickering when clicked on track time.

Release Note

Version 12.23.0620.1530        Released 22-June-2024

1. Views - The admin can create different views of the tabs and tables of the home page.
2. Assign tickets and update status from the home page.
3. Multiple ticket mailboxes - Can add the department or team's email address to teams and a ticket mailbox can be configured for it.

🔧 Bug Fixes

1. Private notes notification sent to cc users.
2. Unable to edit the teams.
3. The transparent brand logo.

Release Note

Version 12.23.603.1225        Released 05-June-2024

1. User can add Subservices upto 3 level..
2. Drag and drop attachments in the comments page.
3. Sorting columns in teams, Services and Subservices tables
4. Page shows entries stored in cookies

🔧 Bug Fixes

1. My Tickets are not showing for an agent is fixed.

Release Note

Version 12.23.428.1402        Released 02-May-2024

🔧 Bug Fixes

1. Auto Assigning the tickets when they are raised from the Helpdesk application.
2. Requester email notifications are working now.
3. The service field is available in the P3 license type.
4. The sub-service is showing correctly in the team's panel now

Release Note

Version 12.23.0411.26        Released 11-Apr-2024

1. Kanban view.
2. Knowledgebase.

🔧 Bug Fixes

1. Can add canned responses in the transfer and reply description box.
2. The spacing line in the email notification body issue is fixed.
3. Now all teams tickets do not show for team access 2 ticket scope users.

Release Note

Version 12.23.0323.2046        Released 24-Mar-2024

1. Added Cc field in custom forms.
2. Added counts in the teams closed tab.
3. Added dashboard settings in features section.

🔧 Bug Fixes

1. Space bar issue in the comments page when we consult to any agent.
2. URL format was incorrect in the root site.
3. Date type custom columns issue is fixed.
4. Beyond 100 tickets can be seen while merging the tickets.

Release Note

Version 12.23.0315.0102        Released 15-Mar-2024

1. Hide the top command bar of the SharePoint's site page from the feature settings.
2. Language - Can select the language for the application from the feature settings (Supported languages are Czech Dutch, English, French, German, Hungarian, Italian, Japanese, Polish, Portuguese, Russian, and Spanish).

🔧 Bug Fixes

1. Space bar issue on the comment page.
2. Invisible of navigation icon in team apps.