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Deskpro 5.10 Release - News / Release Announcements - Deskpro Support

Sep 11 2017

Deskpro 5.10 Release

Rhestr o awduron

We’re delighted to announce the release of Deskpro 5.10


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



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


  • 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.

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