Nov 25 2019

Deskpro 2019.9 Release

We are pleased to announce the release of Deskpro version 2019.9. This includes new feature additions, as well as performance improvements to your helpdesk.  

New Features:

Approvals - Streamline your approvals process. New approval workflows can be created to gain both end-user and internal agent approvals, further allowing for powerful automation.

Article and News Templates - Increase efficiency and maintain consistency in your content production by creating content frameworks for your writers to use.


  • CH-2620    New email connection method: Gmail OAuth
  • CH-315    New ability to Re-order trigger actions in new + existing triggers
  • CH-3180    Improved performance when searching for articles/content throughout the helpdesk
  • CH-1186    Improve realtime reactivity of agent interface when modifying custom field values in tickets

Bug Fixes:

  • CH-2979    'Sort tickets by...' drop down in user profile no longer appears in agent interface
  • CH-4398    Auth+SSO login actions feature to assign an attribute from a user value does not create new organisations
  • CH-4327    Task Router improvements for User Chat to improve reliability of new chat notifications
  • CH-4318    Task Router logging improvements to assist with troubleshooting
  • CH-4055    Previous broken Portuguese (PT) link in portal has been removed
  • CH-4287    Chat labels created in the Admin area are not available to add during a live chat
  • CH-4341    Disabling KB Custom Fields removes them from the UI completely
  • CH-2794    GROUP BY results for Custom Fields Not Showing
  • CH-2699    Status of linked tickets shows incorrectly in child tickets
  • CH-4279    Edge Case: Custom CSS breaking after individual helpdesk updates
  • CH-3101    (Multibrand) Chat widget bug with default department selection across brands
  • CH-3458    (Multibrand) Trying to navigate to an article in Brand B portal incorrectly redirects to the URL for Brand A
  • CH-3047    (Multibrand) The widget on Brand 2 portal is displaying the name of the default brand
  • CH-4225    Legacy Ticket API fails in SerializerContext
  • CH-4107    Default triggers should not be automatically re-activated after updates/migrations
  • CH-4129    OpenID Connect always authenticates as the same user, regardless of actual user logging in
  • CH-3501    Zendesk importer improved to record more accurate dates/times
  • CH-2830    Fixed geo-map widget when hovering over an organization address
  • CH-3663    Running 'dp:import-apply' command returns 'The "job" option does not exist.'
  • CH-3884    Improved checks when deleting organisations to improve db integrity
  • CH-3036    (Multibrand) Settings for secondary brands are being overridden the Default Brand when logged into the portal
  • CH-3705    Changing a cc'd participant to be the main owner of the ticket and then removing them as a cc causes email routing issues
  • CH-1414    Chat widget doesn't load Every-time in Firefox
  • CH-3189    When email is too big in IMAP, email never gets deleted/processed
  • CH-2199    Admins should not get locked out of Deskpro when importing users via CSV
  • CH-825    Custom password policy not working
  • CH-3453    API /tickets endpoint returning 500 error citing issues with missing users.
  • CH-2873    HTML tag options disappear when content is updated (PUT).
  • CH-2638    Curly Brackets in Ticket Subject causing Log Errors
  • CH-3060    Spicework importer bug throws a getDataKey error and does not complete
  • CH-2949    Error: First parameter must either be an object or the name of an existing class
  • CH-2570    Improvements made to Content PDF generator to prevent errors
  • CH-2621    "Table" dropdown box is cutting off on "Agent chat" screen
  • CH-3026    "Create news post" button is not responding after click on "Properties" dropdown option on "New post" form
  • CH-1522    Issues parsing the HTML contents of a user email
  • CH-2567    Email addresses belonging to agents should not appear in the CC list within ticket responses
  • CH-2803    Department permissions UI bug - tool tip showing incorrectly
  • CH-2240    Pressing the Page Down key on a keyboard in the agent interface causes the page to shift to the left, causing the display to be cut off
  • CH-1088    Saved Public Holidays in Custom SLA Working hours don't continue to display in the SLA settings
  • CH-2789    (GUI) Arrows on the agent interface filters pane have just become misaligned
  • CH-2666    Login redirection after following a URL which requires auth not working
  • CH-330    Hotfix: 403 Forbidden popup appearing after upgrade
  • CH-2114    Erroneous 'User is not waiting' group can display when grouping tickets by 'Waiting Time'
  • CH-3216    (Multibrand) Chat Widget of secondary brands not displaying properly, however chat widget of "Default brand" is working.

Voice Progressions:

  • CH-691    Improve behaviour of grouped missed calls setting if multiple calls/voicemails are left in a short period of time
  • CH-689    Default to the last user profile for incoming calls to reduce duplicate "anonymous users"
  • CH-695    Deleting a number should release it in Twilio
  • CH-698    Allow the option to disable voice numbers
  • CH-703    Expose voice DPQL tables for better reporting
  • CH-692    Hide all voice tickets in the end-user portal
  • CH-2847    New Voice Billing Summary Feature
  • CH-3842    Improve titles in voice reports
  • CH-2800   Available numbers should be available on live helpdesks
  • CH-2905   Add validation group for 'answer timeout' in queue settings only when visible
  • CH-2853   Only use Twilio proxy if using a Deskpro managed account
  • CH-3147    Improve realtime status changes of voice calls
  • CH-2851 Prevent invalid call prices from being logged
  • CH-2975 Task router logging improvements to improve troubleshooting
  • CH-3835    Remove broken Add New Queue Option When Creating an Auto-Attendant
  • CH-2849    Show more data in call logs to expand to the additional legs of the calls
  • CH-4448    Agents should be able to accept a voice call when in an active live chat

27th November 2019 - 2019.9.1 

  • CH-5865   Live chat widget appeared broken after update (affected specific installs only)
  • CH-5871   Bogus SQL error logs (false positive) appearing after update have been cleaned up

29th November 2019 - 2019.9.2

  • CH-5859   Email connectors set up using POP encountered problems dealing with certain large emails, causing mail disruption
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