Backwards incompatible changes
- The new user portal is completely new. Customised templates or phrases will NOT be brought over when you upgrade. You will need to re-apply customisations.
- Custom logos, headers and footers will be upgraded. But since the portal is completely new, they may not look exactly the same. You may need to make minor alterations.
- The “Feedback and Support Tab” website widget has been removed. The functionality has been folded into a single “website widget” (which includes chat as well). But not all functions of the old widget exist yet, including browsing content and search. These features will be added back to the new website widget in a more customisable and controlled way.
Backups and tests
This is a major update. Before you update:
- Make a backup of your database and filesystem! It is very important you have a reversion strategy in the event of an issue.
- It is very highly recommended you perform a test update before attempting to update your live site to avoid downtime. Remember, this update requires changes to your server requirements and configuration, so you should verify everything works before you attempt to switch your live helpdesk over.
Backing up your database is simple. It can be done from the command-line using MySQL’s mysqldump utility:
mysqldump your_db_name > backup.sql
Make sure to disable your helpdesk before you do your last backup. This will ensure the backup contains the latest data and won’t be updated with new information during the process.
DeskPRO server requirements have changed.
- PHP >= 5.5 is now required. For significant performance benefits, we recommend using PHP 7.0.
- ElasticSearch 2.0 is now required. If you are using ElasticSearch in Deskpro, you WILL need to update your ElasticSearch server. * If you were not using ElasticSearch before, now might be a good time to get it set up for significantly improved search accuracy and performance.
- Some PHP extensions that were previously optional are now required. See Software requirements for details.
- Your server must be capable of “URL rewriting”. For Apache users, this means
mod_rewritemust be enabled; for IIS users, this means the
URL Rewrite 2.0 extension must be enabled.