We’re pleased to announce the release of Deskpro Horizon, version 2024.9.1. This release includes several new features our team has been developing, general product functionality and interface improvements, and several bug fixes.

New Features

✨ Enhance your help content workflows with the power of Publish Lists

Extending the Lists feature even further you can now customize and organize Knowledgebase Articles, Guides, News Posts, and Files effortlessly in the agent interface (SC 132286).

The addition of Lists for your publish content empowers agents to create tailored lists with 'is/is not' filtering options for efficient content management across teams.

✨ Open Organization Profiles directly from Ticket Properties

We’ve made it easier to open and view Organization Profile details. Agents can select the Organization in the Ticket Properties to open the Organization Profile in view. Plus, update the Ticket Organization by clicking on the pen icon (SC 143013).

✨ In the Admin interface, the following custom field options will display their IDs to make it easier to determine which field is which: select, checkboxes, and radio buttons (SC 138986).

✨ For CRM Lists, the filter options “Disabled” and “Auto-Responder” have been added so you can easily generate a list of disabled or auto-responder Users (SC 141628).

✨ We have added a new API endpoint to support GET requests for all ticket logs (SC 140147).

Latest Improvements

💅 Changes to the helpdesk favicon will be reflected immediately (SC 107932).

💅 Usergroups inherited from a User's Organization will appear greyed out on their User Profile. This distinction makes it clear which Usergroups can be edited. For those that cannot be edited, a tooltip will provide information on where the permission is inherited from (SC 143067).

Bug Fixes

🐛 Resolved an issue where inline images in Snippets would be removed from messages created via Macros when the Snippet is deleted in the Admin Interface (SC 131987).

🐛 We have improved the security around accessing log files in the database (SC 141316).

🐛 Applied various security fixes relating to Agent Permissions (SC 140848).

🐛 Fixed an issue where the attachment upload size limit was not respected (SC 138864).

🐛 The edit button will not display in the Publish interface if the agent lacks permission to edit items (SC 142804).

🐛 Fixed an issue where it was impossible to add custom fields to an Approval Trigger condition (SC 136119).

🐛 Resolved an issue where hidden fields were showing when viewing the ticket on the Help Center (SC 99841).

🐛 Removed IP addresses from ticket messages created via Email and API (SC 140517).

🐛 Resolved an issue to ensure that double encoding is prevented for initial ticket values retrieved from the JWT return URL (SC 141198).

🐛 Added logic to prevent 30 days from converting to 1 month on SLA and Escalation forms after hitting save (SC 136122).

🐛 Resolved an issue with Agent Activity not displaying. Now the report will show activity for teams with fewer than 50 agents, and hide teams where there are more than 50 agents (SC 136471).

🐛 Resolved an issue where copying inline images from the agent interface would reference a permalink that users couldn’t access (SC 143427).

🐛 Fixed an issue where the Linked Tickets menu wouldn’t return results on the All tab (SC 129199).

🐛 Fixed a discrepancy with time for Ticket Purging to ensure the timing is respected (SC 138685).

🐛 Resolved a discrepancy with Community Topic votes to ensure the count is accurate when viewing the Forum as an agent (SC 135426).

🐛 Fixed a permissions issue which prevented a ticket template from being created (SC 139811).

🐛 Resolved an issue where Ticket Searches were being saved without the refinement criteria (SC 139434).

🐛 Agent Note @mentions have been restored on the Deskpro mobile apps (SC 138083).

🐛 Resolved discrepancy between Usergroup count in the CRM and Admin settings (SC 142304).

🐛 Added a permission check for modifying billing before the automatic billing runs on a ticket (SC 136377).

🐛 Fixed an issue where drafts in the forward reply box were not being saved (SC 138854).

🐛 Fixed an issue where previews on message forwards contained incorrect information (SC 142475).

🐛 Fixed the issue where uploading an attachment larger than 2GB to a Knowledgebase Article would cause an error (SC 142636).

🐛 Resolved an issue with Ticket Search where the field Author wouldn’t refine searches (SC 144021).