We’re delighted to announce the release of Deskpro 5.10

Deskpro 5.10 includes the feature updates, bug fixes and improvements listed below.

Features

• Escalation options introduced for ‘on hold’ tickets - find out more here

Improvements

• Error logs limited to 512MB

• Automatic warning function added to admin interface if error logs exceed data limit

• Delete log file option available with warning

• ‘Ctrl+Return’ now a shortcut to send replies

Bug Fixes

• Inability to tag newly added agents to tickets resolved

• Notes in PDF files no longer labelled incorrectly as messages

• User waiting times and total waiting times now displaying correctly

• Message view on smaller screens now displaying user details correctly

• Sorting by user or organization now displays lists alphabetically

• Custom apps uploaded to cloud servers working properly

• Mass actions no longer inadvertently affect ticket status

• Instant Messaging no longer creates links from relative URLs

• Knowledgebase categories now displaying content correctly

• When Gravatar is uninstalled, Gravatar logo no longer displayed as default profile picture on user profiles

• Inability to merge tickets due to locks now communicated clearly via notifications

• Trello app now uninstalls successfully

• Unnecessary cc’ing of ticket owners removed when merging tickets

• Attachments now pulled through when creating linked tickets

• ‘Guides’ option no longer displayed in user quickjump toolbar

• Appearance of avatars in ticket replies fixed

• Pasting images into user portal when using Internet Explorer and Edge now working correctly

• Inserting emoticons into chat from user portal in Internet Explorer now working correctly

• User interface in ‘tickets only’ mode now working correctly

• Agents listed in the ‘Chat Departments’ admin area now linked to individual agent profiles

• Macro titles no longer accept blank characters

• Agents now only see permitted tickets when viewing ticket lists in CRM and Search

• Special characters now displayed correctly in Labels

• Performance improvements made to Pusher reduces timeouts on busy helpdesks

• Custom field data now displaying correctly in Reports

• Translator dropdown menu now displays content correctly

• Total tickets now shown correctly in CRM list view

• Update scheduler now working correctly

• Correct tickets now listed when selecting ‘Awaiting User’ filter

• Agent email notifications now distinguish between ticket replies and mentions

• Custom fields now updating correctly when using APIs

• ‘Identifier ID’ error fixed when enabling V2 Instant Messaging

• User portal disabled when every agent inactive

• Issue displaying tickets when searching for ticket IDs now resolved

• Slack integration now displays CRM name and ticket title correctly in Cyrillic script

• ‘Change User’ dialogue no longer disrupts search in tickets

• Missing button added to onboarding tutorial

• Draft replies no longer lost when changing user or agent in tickets

• Comments for published items showing up when comments are disabled

• Fixes to nested fields in feedback section, can now properly select child/parent fields.

V2 Snippets Improvements & Bug Fixes

• Snippets no longer duplicated after editing when using shortcode

• V2 Snippet permissions now enabled as default, including for custom groups

• Improved Snippets usage and statistics tracking

If you are using Deskpro Cloud, we will roll out this update to your Helpdesk soon.

If you are using Deskpro On-Premise, you can update your Helpdesk to the latest version from your Admin Interface.