We have extended the authentication options available so that you can now:

- add agents/users to multiple usergroups

- add agents to teams

- add labels to agents

- add labels from value

- make an agent an admin

You can also now add multiple actions at a time and add filters e.g Add to agent permission group 'only if X'.

We have now moved the Audit Log section from 'Server', which until now has only been accessible to our On-Premise clients, to 'Agents' in the admin section. Cloud accounts can now access these logs and track down changes that have been made to their helpdesk. You can now check for changes to the following areas:

- Tickets

- Users

- Organizations

- Portal

- Settings

DeskPRO has a number of fields that have hierarchies such as Departments, Organizations, Categories, Products and Custom choice fields. Reports will now denote hierarchy for example being able to see a total count for the organization and its sub-organizations. The below image demonstrates a few real life examples of what the reporting will allow.

Release version #5.5

We are excited to release a new version of DeskPRO which has a number of new features, bug fixes and improvements. 

Features

• Added the ability to filter the reports dashboard by team- more info here
• Ability to extract Zip (gzip/tar) files and download specific files only- more info here
• Added Hijri calendar (Arabic) for custom date fields- more info here
• Added option to disable CSP headers (On-Premise helpdesks)- more info here
• Added ability to disable certificate validation for SMTP outgoing email settings- more info here

Improvements

• We have added a number of performance improvements:

          1.  Reduced memory usage on busy helpdesks and/or when DeskPRO is open for long periods of time

          2. Overall performance improvements (e.g. opening tickets, closing tickets, switching between tabs)

• Added new APIs for the chat widget

• Added agent shortcut URLs for perma-linking to tickets, chats, users, organizations and content

Fixes

Chat

• Number of connected agents on live chat were not linking correctly with chat departments by brand
• Under Admin > Site Widget & Chat Settings > Chat Settings, usergroup permissions were not allowing you to select custom usergroups
• Ability to delete chat transcripts from the agent interface has been added
• Issue with reopening a chat resolved - could not reopen after ending
• Improvements made to using chat on landscape mode on mobile devices
• Disabling the user portal made removed ability to use chat widget on external sites
• Left edge of proactive chat widget pop up was missing
• Chat was only working if 'Ask for more information before chat commences' was turned on
• IP ban on live chat was not working
• Missing translations in chat widget fixed
• If you view a chat as an agent but don't join, incorrect notification messages were appearing e.g 'Agent X joined/left the chat'

Admin

• When viewing an agent an error will display if they have access to 'Can create new tickets' but do not have access to any departments
• New department or email account was showing a warning that triggers were disabled (when they were not)
• You could not create automations or filters based on child fields
• Lockout time for ticket 'lock' feature was not displaying options 
• CSV import timeout error 
• Audit logs added to track when an agent is deleted and turned into a user
• If users names are not provided in a CSV import, create based on their email addresses
• When you add a new brand it was automatically adding it to all departments
• Email templates were not picking up when portal was disabled and hiding the links to portals accordingly
• Notice added to department and email account secions when trigger groups are disabled
• CRM CSV importer was not importing/ mapping phone numbers

Agent

• When creating News/Knowledgebase articles with the status Unpublished, an automatic publish date was being added for the same day
• Waiting time grouping for tickets was incorrect for >6 month category
• @mention notifications are always accessible to agents even when setting to prevent notification changes is turned on in Admin
• Creating linked tickets was not bringing across the first user message
• Time Log and Billiing issue with the Dutch language pack- minutes and seconds charges were not saving
• Custom user fields were not appearing on agent ticket properties form in some cases
• Could not edit per org custom fields on agent ticket layout using click-to-edit
• When tasks have a long title, gets wrapped and hard to see all of the text - you can now hover over it to see full text
• Mass actions were remaining selected
• Issue with browser notifcations appearing in language set of other agents
• Improvements to agent reset password permalink
• Ticket date field before 2002 will not allow ticket resolution
• Snippet shortcut codes not working in agent interface for mass actions

User Interface

• Prevented bots from clicking vote buttons on content
• Search from the search box in 'Tickets' was not returning results by ID or REF code
• Calendar widget was not working in ticket edit mode in the user portal
• Downloads file type was lost after the latest version
• Fixed poor perfromance on ticket list on some large helpdesks
• Sidebar with disabled news caused portal to fail to render
• Upload picture phrase from 'Your Account' was missing
• Counts of knowledgebase articles for the first category were displaying incorrect counts
• Contact form submission error 'expired' on intranet account

Usersource, Apps & API

• API login does not enforce rate limits
• Inability to create organization properties tab via Widget creator
• Usersource syncing was broken - Active Directory
• Fixes to the Magento app
• SAML auth with Azure and Office365 were not working
• Usersource login action to add label was failing with duplicate error
• Updating organization data was failing on 'Phone Number' and 'Country'
• Issue with SSO not taking you to the last page you were on
• Creating a ticket through API v2 was not adding SLAs automatically

On-Premise Errors 

• File integrity check was failing on last build 
• DBVerify was failing with a negative file size
• Logging warning when cleanup was failing on cron
• Exception: 0 An exception has been thrown during the rendering of a template
• A non-numeric value encountered
• Maximum execution time of 40 seconds exceeded
• Admin > Server > Incidents > View Incident was returning HTTP 500 errors

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.

We are pleased to announce the availability of DeskPRO 5.4.0.

New Features

• Zapier integration - more information here
• Reject mail based on DKIM/SPF headers- more information here

Summary

New

• You can now reject emails that fail DKIM/SPF checks
• Zapier (beta) is now available

Improvements

• Admin home will now detect invalid reveser-proxy configurations
• Merging accounts when at least one account is an agent has been improved to avoid loss of information such as permissions
• The system will automatically clean up old builds to save disk space
• "Current Agent" trigger criteria has new options for: The ticket assigned agent or team, or the ticket followers.

Fixes

• Fixed a regression where some reports using unqualified names in WHERE clauses (e.g. WHERE ticket.department = X instead of ticket.department.id)
• Fixed a case of a logged error "You have requested a non-existent service..." when serving a branded asset
• Fixed incorrect behaviour on ticket layouts when dependant fields used with 'only show when there is a value' option
• Fixed a case of a logged error "setSession() must implement interface ..." when using http cache and user had no session
• Fixed timezone correction popup appearing over on-boarding
• Fixed loading external Twilio assets
• Fixed mysql-schema.sql file in server report archive
• Fixed Google Tag Manager conflicting with portal new ticket form
• Fixed image attachment viewer in agent interface
• Fixed a case of a logged error "explode() expects parameter 2..." in some ticket layout configurations
• Fixed "New Problem" in new ticket and edit ticket
• Fixed showing "Force HTTPS" option in admin setup when URL is not https
• Fixed expired demos not being able to access license page to manage license
• Fixed reports on KB views
• Fixed various issues with massactions including "slow" checkboxes, resuming of real-time updates after closing massactions, and missing loading indicators

Update: Feburary 1st

We've issued a minor update this morning (5.4.1) to address two issues affecting some helpdesks:

• In some cases, POP3 connections failed to work due to a certificate validation bug. (Quick-fix: Enable "no validation" from Admin > Tickets > Email Accounts > Each account).
• In some cases, the admin dashboard would complain about improper server setup due to mismatching URI if you are using an HTTPS URL. This warning can simply be ignored.

Fixes

• Real-time updates not working for custom fields
• Toggle custom field triggers, Chrome was crashing
• Issue with custom field select box (parent/child) when 'Display only when value provided' was enabled
• Integrity checks failing on patched files
• The following error: Exception: 0 You cannot serialize or unserialize PDO instances

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.

This is a minor release that updated language translations for the user portal and agent interface.

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.

We are always looking for ways to improve your experience with Deskpro in terms of making it more user-friendly. This is why we have introduced 'Click-to-edit' fields on tickets. You can now simply click on any field in your ticket properties box, such as Workflow or Category, and edit it straight away. Click on a field, edit it and press save at the bottom to make a change. You don't have to click on the gear to make fields editable anymore which is a great time saver and makes this process a lot more effortless.  

We are really excited to introduce the ability to add rules based on custom fields to your ticket layouts. You can now add custom fields and create dependencies just like you can currently with our in-built fields. This adds a new level of customization, flexibility and dynamicness to your contact forms, as you can now expose only the most relevant fields to your users, based on what they have previously selected. This also means your agents get all of the information they need first time round and your users aren't subjected to the visual clutter of many optional fields that do not apply to them.

Hopefully, you find this to be a useful feature that streamlines your communication with your users and allows your agents to be more efficient and faster at answering inquiries and troubleshooting issues.

To create custom field dependencies, simply go to Admin > Tickets > Departments > Layouts. Each field on your layout has a cog that allows you to add advanced customization. Select this and you will see the option 'Only show this field based on custom criteria'. You can then select from any custom fields you have created and set your rule!

First of all a big Happy New Year to everyone :)

We hope you all had a lovely holiday period and have had a great start to 2017 so far. 

Things are busier than ever here at DeskPRO, with lots of new team members joining this month to help us kick the year off to an amazing start and we are continuing to work on a range of BIG new features and improvements to DeskPRO. We look forward to releasing these throughout the year. 

We are releasing v5.3 today, our first release of the year and this contains a highly sought after feature that we hope you all find useful.

We look forward to hearing your feedback.

We wish you all the best for 2017!

The DeskPRO team

Release v5.3

Features

• Custom Fields as Rules in Layouts. Please view more information about this feature here.
• Click-to-edit fields on tickets. Please view more information about this feature here.
• New OpenID authentication app added
• Validation and decryption of S/MIME encoded email
• New "Webhook with custom JSON payload" trigger

Improvements

• We have added the option to delay the proactice chat widget pop up. For example you can set the widget so that after 30 seconds of landing on the user portal, the proactive pop up appears
• Ctrl/Cmd + Enter keyboard shortcut added for sending a reply on a ticket (agent side)

Fixes

Chat

• If a chat is not ended it was going into the misssed folder (now only chats that ended without having an agent assigned to this )
• No way to link chat departments to brands - this has been added
• UI issue with department display on chat widget (departments were being cut off and not fully displaying)
• Inability to search chat logs in the user portal
• User could send empty/blank messages
• In Firefox there were issues with reply box freezing and preventing replies from being sent
• Issue with caching for some cloud users after recent upgrade (phrases not appearing)
• Pre chat information not working for a few accounts

Admin

• When adding department permissions via a permission group, you can click Toggle All for Full without Assign becoming selected
• A field with criteria always results in a form error
• If no departments are associated with your defualt brand, the user contact from broke
• Creating filters with labels in Admin- label selector in line with rest of site now
• Workflow criteria added for user replies in triggers (was only agent activity before)
• Added ability to localize descriptions for custom fields
• Smilies used in the satisfaction survey were not being rendered in Gmail correctly
• Audit log- save changes to portal editor
• Inability to hide departmnet on ticket widget form
• UI display issue for Resource phrases (translations had saved ut were not showing in the UI)
• UI display issue for 'Or' in German language pack
• UI display issue where clicking on a linked ticket in the Reporting app caused header display issues
• Wrong navigation selection when on admin app (ticket app was selected)
• UI issue with feedback attachment in user portal
• Deleted agents still receive Clickatell/Twilio SMS notifications
• New notification message added when an agent is added via Admin > Agents
• Reports issue with ticket.person not always returning the relevant usernames
• XSS in reset password
• When using webhook variables there is no way to get the users phone number
• Elasticsearch count included deleted and purged tickets
• Path is wrong when DeskPRO is installed into a sub-directory
• JIRA installation issue with Admin iFrame
• Issue with Admin not loading on IE11 

Agent

• On hold counter disappears after agent interface is refreshed (after upgrade 5.2.5)
• When you have a mandatory field in ticket property box you couldn't change assignment
• Added a forced refresh when an agent adds a Macro (just like filters)
• SLA was not displaying when an agent created a ticket (in SLA tab on ticket)
• CRM- order by number of tickets was showing incorrect order
• Issue with editing organization usergroups- editing usergroups added all usergroups
• UI issue with header options(live chat, preferences, create button) after recent upgrade (cloud accounts)
• UI issue with new agent header in Safari
• Support for ElasticSearch 5.x has been added

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.

Fixes

• Inability to translate custom chat fields
• Using mass actions tool to change status of tickets was not refreshing counts or removing them from filters/queues
• UI when selecting primary team for an agent was off by one line
• Fixed loading widget over http if you are on an https page
• Manually navigating to https:// will work even if http:// is used in settings
• Chat widget was causing a scrollbar on parent page for some users
• Filter ticket count was not refreshed by using delete API
• Inability to reach admin interface if helpdesk is offline (e.g. disabled via settings, licensing issues)

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.

Fixes

• Uploading apps was failing under Admin > Apps. 
• After uploading a custom .zip app, it was being removed during next upgrade
• Intermittent failures using the v2 API if API logging was enabled
• If you enter mismatched passwords when registering in the user portal you get incorrect error message
• The gear menu on messages would not appear on devices with touchscreens
• Ticket and Person merge popups would not allow you to 'switch' when using a device with a touch screen

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.

Fixes

• Tab index is fixed on user portal login - you can press the 'Tab' button to move from email to password etc.
• UI issue where some drop down menus in the agent interfaces were not disappearing after clicking away from them
• Inability to create a linked ticket or change the user of a ticket due to search not working
• Ability to change an agents name through embedded chat widget in website
• Mass action validation check (for mandatory agent fields) should not apply to tickets marked for deletion
• Fix errors in anonymous API endpoints if API logging was enabled for "session" type
• Fix copy to clipboard function in various places in admin interface
• Fixed ability to mass reply to tickets

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.

Improvements

• Chinese language pack enabled
• Ability to set a default language for chat widget when it is embedded on a webpage
• You can now require user input when you use the regex validation option 
• When you create a ticket via an API key a ticket log record is added

Fixes

• Error viewing list of resolved tickets in agent interface (no results would display when you had clicked on 'Resolved' under Tickets in bottom left)
• If an agent didn't belong to all permissions group they were getting a 'Select Brand pop up' that was an error when there was only one brand
• Error with Google oauth login after 5.2 update: Exception: 0 Call to a member function getAttributes() on array
• Fixed possible logged warning when an invalid filename is uploaded
• Issue where going to /admin/start (post new install) was broken
• Usersource 'Login Actions' is blank on new usersource form (if form is submitted a server error occurred)
• You can now localize the 'Start a Conversation' phrase on the proactive chat widgt from Admin > Chat > Site Widget & Chat
• Labels applied by automations decapitalize the label text
• Creating a new user as an agent bypassed validation on fields that were marked 'agent must provide value'
• Ticket form widget was not displaying correct departments for some users
• Fixes to use of chat widget on mobile devices. User experience should be improved.
• Banned email addresses will not appear in list of options when forwarding a message out of the helpdesk

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.

Fixes

• Fixed issues with agent interface loading when DeskPRO is installed into a sub-directory
• Fixed issues loading agent interface for some agents if they are not admins
• Issue with copy and pasting images into the ticket reply box

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.

Internet Explorer 9, released by Microsoft on March 14th, 2011, will no longer be supported by DeskPRO. This is for both On-Premise and Cloud users. This is in line with Microsoft's announcement in early 2016 to end support (including security updates) for old versions of Internet Explorer. More information on this here.

End of support means that DeskPRO will not fix any bugs related to Internet Explorer 9. This also means that the agent and admin interfaces will not work optimally when using Internet Explorer 9. 

Why the change?

Browsers as an external technology, can influence the features and services that DeskPRO offers. These older browsers often lack support for new web technologies as well as the latest security updates from Microsoft. This change therefore allows us to use modern browser technologies to give you and your users the best DeskPRO experience possible- as well as add awesome new features!

What to do if you are using IE 9 or earlier

You need to upgrade to a more modern web browser. If you would like to or have to stick with a Microsoft browser, we would recommend Internet Explorer 11. If you are using Windows 10 you also have the option of updating to Microsoft Edge. These browsers will offer you improved security and an improved user experience.

Google Chrome and Mozilla Firefox are two other alternative browser options you could try out. These browsers are popular with many software providers including us! 

If you hae any questions please contact us at support@deskpro.com 

New Features and Additions

• New Header and App Bar- please see this post for more information.
• Extension of Audit Logs - information here.
• Extension of Authentication Options -more information here. 
• Setting to disable email preview text- more information here.

Improvements

• Portal Performance (faster loading times)
• Email Gateway: Better handling of multipart/report
• Audit logs have been moved to Agent section: Now accessible to Cloud users
• On-Premise version of Hipchat now supported
• Option to skip cert verification for IMAP/POP3
• Revert button added to Portal Editor > CSS > Edit Main CSS
• Error message added for when you add a new agent email with a deleted agents email address
• Changed colour of agent/admin text in portal header to stand out more
• Appearance of favicon on high resolution screens improved
• Improved email tracking codes in headers
• Improved audit logging on filters, escalations, triggers, SLAs and macros

Fixes

Admin Interface

• Inability to save API key in admin
• Adding/editing new email accounts disturbed order of triggers
• Agent override name was not appearing in forwarded out messages
• Issue with round robin- agent being assigned in full log but not in actual assignment
• Issue with agent avatar preview
• Added the ability to change the name of 'Default' brand
• Issue with creating some filters from the Admin Interface
• Issue with editing English UK language pack
• No option for 'none' when selecting default departments
• Update to reset admin password emails for On-Premise users
• Automation action 'Send specific user email' always used primary email address
• Custom HTTP headers not being sent in webhook triggers
• Error sending mail via default PHP mail
• Error parsing postcode field in CRM CSV import
• Adding a new multibrand URL needs to add the brand to the cloud account mapping (Cloud customers- will link your portals correctly now)
• Action codes now strip punctuation before doing comparisons
• Fixed pagination on Admin > Incidents. Fixes issues with loading incidents list if there were many incidents
• UI issue with 'User' criteria in triggers- adding a user was disappearing in UI

Agent Interface

• Issue with Microsoft Translator not working
• Signature mutation when changing between message and note in new ticket
• Validate permission for agents who need approval to publish content has been restored (agents with correct permissions approve before content is published)
• Issue with Problems and Incident count disappearing after upgrade to v5.1.4
• Inability to delete knowledgebase categories
• Rendering issue of helpdesk logo on login page
• Error moving published articles to draft status
• Glossary words were not being added
• Inability to create a macro with an action to set agent team to 'None'
• Usergroups not saving for users/organizations when editing in agent interface
• Predefined usergroups (e.g Everyone) showing in agent interface on user profiles when they shouldn't be
• Ability to create 'blank' labels
• Flashes on filters - real time updates flashing every reload
• "There was a problem loading some elements on this tab" error
• Inability to approve, delete, edit commentes in 'Publish' and 'Feedback'
• Agents now ordered alphabetically instead of by date created (ticket assignment, filtering)
• Error messages around enforcing email bans (agent and user portal error messages)
• CAPTCHA on agent login screen would fail to load if DeskPRO was installed into a sub-direcotry
• Changes to user profiles would not always update the Change Log tab in the user profile
• Fixed cases where resolved/replies tickets would not get removed from ticket list in real time
• SLA counters are cached for larger helpdesk to reduce load on the database
• Elastic search issue- incorrect matching with words e.g legtime would match legacy
• Problems and Incidents now added to full log of a ticket
• Trigger actions that add tasks did not add this to the full log

User Portal

• Issue where agent notes were displaying in 'Media List' in user portal fixed
• Portal no longer allows replies to archived tickets
• Issue with custom user field that is marked agent only displaying on user form
• Missing icon on 'Message Sent' screen in user portal
• Issue with department/field names that had the same name not appearing on user contact form
• Reference column in user portal > tickets shouldn't be wrapped
• Ability to CC users who don't exist
• Added setting to turn chat widget on/off for just the user portal
• Agent can now reset password when portal is disabled
• Improved 'file is too large' error on user portal (ticket form)
• Error messages around enforcing email bans (agent and user portal error messages)

Chat Widget 

• Chat widget now displays chat departments
• Emoticons in chat widget were broken
• In Firefox chat widget wasn't scrolling up to show latest user message
• In Firefox chat widget was freezing intermittently not allowing user to type
• RTL (right to left for Arabic and Persian language packs) was not supported in user facing chat widget
• URL that showed what page a user was viewing on live chat restored
• Sort tickets option appeared on chats-sort live chats by date now (on user profile)
• Instructions on how to install the chat widget in different CMS systems added

Integrations & Apps

• Magento Integration error (PHP erros on DeskPRO side)
• Fixed posting JIRA comments for some users
• Actice Directory test throwing an error
• Fixes to the Kayako importer errors
• Admin > Apps now load app resources (e.g JS setup controller) over relative links
• Usersource syncing deleting/re-inserting phone numbers-caused a lot of audit log entries
• License error when 'auto-add agent' option enabled in a usersource

API

• API logging not saving
• Possible MYSQL error to do with API logging exceeding max allowed packet size
• Legacy API: Superuser can't delete task
• Legacy API returning IDs as strings
• Fix mobile app login forcing an email address input (ie. would prevent AD/LDAP usernames)
• Department triggers did not get applied for new tickets created via the API in the user context

Errors

• Possible logged warning 'system alerts log processing was terminated'
• Database backups larger that 2GB being reported as 'failed' on 32bit systems
• Error: SessionHandler::read(): open(C:/DeskPRO/DeskPRO/var/kernel_cache/17655/prod/sessions/sess_gq6c33uup4ichs4grhfmhm7k70, O_RDWR) failed: Permission denied (13)
• Unhandled PHP exception getting added to logs (On-Premise users)
• Fix database backup command (used during upgrades) on Windows when the password contains a % symbol
• Exception: 0 Argument 1 passed to Elastica\Query\Term::_construct() must be of the type array, string given

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.

We are excited to announce that the first release of our agent and admin redesign will be available to you soon. We are going to be slowly introducing a new look and feel to DeskPRO over the upcoming months, as we aim to have a new clean aesthetic that improves usability of the platform and ultimately functionality too, as we introduce new features and improvements. We understand that even small product changes can sometimes take a little getting used to, but we are confident that they will improve your DeskPRO experience and we are excited to introduce you to many new features in the new year. Please find a detailed walkthrough of all upcoming changes below. 

New Header and App Bar

App Bar

The first big change we have made is removing the separation between the agent and admin interfaces. Unifying the two interfaces means loading the admin section of DeskPRO no longer affects your view in the agent interface. Agents with admin access can simply click on 'Admin' and be in the admin section straight away, making it easy to swap and change between the two interfaces. This change has also substantially reduced loading times across the helpdesk for anyone with both admin and agent access. 

We have also taken this opportunity to refresh the icon designs so that they are clearer and more inline with the cleaner aesthetic going forward.

Header

When you first log in you will be greeted with a quick walkthrough guide to show you the ins and outs of our newly updated header. The changes were introduced to accommodate the fact that we have unified the interfaces, which created a need for a more consistent header. Functionality hasn't changed, just the placement and look of certain things and you will now be able to answer live chats, check notifications, search for tickets and create new content while you are in the admin area of your helpdesk.

Profile and Chat: We have moved the profile icon to the far right as this is a more conventional position in a web app and the chat icon follows to the left of this as it relates to your profiles online status.

Views: this remains in the same positions as the old interface.

Notifications: These have been separated from the search bar and moved to the right hand side now as they are not related to search at all.

Search and Recent Activity: This is now accessible in the top left and can be accessed from any area of the interface including Admin and Reporting. Search is no longer linked to just the ticketing interface.

Add New +: This has been moved into the header from the ticketing tab section. Now that the interfaces are no longer separated you can create a ticket, or new content from anywhere in DeskPRO without having to go to the ticketing interface. This will move slightly as other features are added to the header. It will be positioned closer to the tabs in the ticket interface after these changes.

This update will be available in version #5.2 for On-Premise users and Cloud helpdesks will be updated in the near future after the release. We would love to hear your feedback on the new header and app bar so feel free to email us at support.deskpro.com with your thoughts :) 

Release #5.1.4

We are pleased to announce a new release of DeskPRO - build #5.1.4

Fixes

• Filter updates losing grouping
• Server report file for On-Premise accounts did not include Incidents.
• Error messages fix
• Caching issue with user sessions/credentials

Improvements

• Server optimizations to reduce resource usage running filters

Cloud helpdesks will be begin to be updated shortly.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

Release #5.1.3

We are pleased to announce a new release of DeskPRO - build #5.1.3

Fixes

• 'Conversational style' chat was broken
• Not being able to add/edit email accounts
• This issue: Exception: 0 No engine is able to work with the template 
• Name field on contact form had autofocus regardless of position
• Issue with publishing 'Publish' comments
• Kayako importer: KB articles

Cloud helpdesks will be begin to be updated shortly.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

Release #5.1.2

We are pleased to announce a new release of DeskPRO - version #5.1.2

Improvements

• Error messages during installation (On-Premise)

Fixes

• This issue > Exception: 0 Agent email being sent to a non-agentIssue with user portal ticket properties display
• Inserting snippets in agent created tickets
• Inserting variables in snippets
• Snippet editor showing HTML
• Double-line breaks in messages from user portal
• Issue with filters (that use labels) and global permissions
• Adding new email accounts disturbed the order of triggers
• Publish search function not returning results
• Subscriptions on 'My Team' ticikets not working

Cloud helpdesks will be begin to be updated shortly.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

New Features and Additions

• Multi-branded portals now generally available- please see this post for more information.
• Reporting Hierachy- more information here.

Improvements

• Audit Log Stability
• Joomla App update
• Performance improvements: mass actions, scability (filters, agents, permissions), opening a ticket, running a filter, replying to a ticket
• Language auto-detection improvements

Fixes

• Inability to select 00:00 based time when selecting custom SLA working hours 
• Editing Proactive chat agent title and message
• LDAP setup
• Issues with JIRA integration
• Double-encoding in display input custom field 
• Macro to set a department on new ticket
• reCAPTCHA fixed
• Issues with agent chat permissions
• Forwarding message not emailing BCCd users
• Issue with forwarded message display
• Editing forward out header email template did not display changes
• Agent note display when applied through automations
• Display issue in reports where agent has no name
• Custom phrases not applying consistently
• Elastic search results not complete for KB articles
• Agent override name not displaying in ‘Author’ form
• Issue with reloading in admin interface
• Setting to let agents be CCd on ticket form fixed
• Forwarded messages not forwarding attachments
• Snippet insert position fixed
• Chat settings disabled for some users
• Password error message on User portal display issue
• ‘Email code and setup instructions’ for live chat
• Last action on ticket log in user portal
• API rate limit changes
• Display issue customized does not appear next to edited email templates
• Edits to phrases not saving
• Issue with user portal ticket properties display 

Cloud helpdesks will begin to be updated soon.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface using the auto-updater.

If you have any questions about the above or any feedback to pass on contact support@deskpro.com

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #443.

The following is an automatically generated list of changes in this release:

• NEW Trigger Action: Delete Attachments
• FIX Admin save agent dupe email warning
• FIX Joomla Auth app
• FIX Deleting an outgoing email from the 'view' page

We will begin rolling out this update to the cloud soon. This post will be updated once all cloud sites have been updated.

If you are using DeskPRO download, you can update your installation from the admin interface.

We are excited to announce that you can now create a multi-brand helpdesk on DeskPRO. Multi-branded portals can be used to cater for the different organizations that you provide support to, different brands within your company or the different products and services that your organization offers. Each brand or product can have their own unique, branded portal with tailored content which you can manage from one single helpdesk!

This means unique knowledgebase articles, news posts, download files, chat widgets, contact forms and of course the ability to brand each portal with different logos, colours, fonts and layouts. Each brand will have its own subdomain so you can direct the right users to the right content! For set-up information click here.

Customizing your multi-brand helpdesk portals

Our new portal editor allows you to personalize each of your portals by giving you control over the look and feel, so you can recreate the style of each of your brands. You can edit details such as logos, fonts, welcome messages, colours and positioning. Simply flick between the different brands you have set up to customize each one!

*More advanced editing is available using our template and CSS editor.

Live Chat Widget

Similarly, you can also create a tailored chat widget for each branded portal. This means customizing the colours, positioning, phrases used, as well as proactive chat settings. Simply flick between your different brands to change the widgets accordingly.

Contact Forms

Using DeskPRO's departments, you can create unique contact forms for each brand. Capture the information you need from each group of users and only show the departments and fields that are most relevant to them.

Knowledgebase articles, News & Downloads

Help your users have a more pesonalized experience, by creating custom content for each of your brands. The Publish app will now allow your agents to create knowledgebase articles and categories for each individual brand you set up. This will allow you to display only the most relevant content, and better organize your self-service content and documents for your users.

You can also create separate News posts and upload unique Download materials for each brand. This means your users will only be exposed to updates and content that is most relevant and useful for them.

*Please note, our Feedback feature is not yet available for Multi-Branded Portals.

Tickets

Group tickets by brand, create filters to track these tickets and search for any relevant tickets for any of your brands too! Each ticket will be linked to a brand which will automatically be populated when a ticket is submitted via your portal, agents can update the brand when creating a new ticket, or a ticket is created by email.

Triggers, Escalations, SLAs

To help you adjust your workflows and business processes to efficiently manage your multiple brands, you can create triggers, escalations and SLAs using brands as a form of criteria. Create automations for specific brands only, track brand specific SLAs easily and create processes to automatically assign tickets the correct brand!

Snippets

You can now insert "brand" as a variable when creating snippets, helping your agents to manage multiple brands productively and efficiently.

Reporting

Capture data on your key metrics and indicators in relation to each of your brands. Use DeskPRO's reports dashboard and builder to view and export data on brand related queries to determine trends and for any analysis.

Questions and Answers

Can I restrict agents to specific brands?

Yes you sure can! Let your expert agents manage the brands they know best, by creating permission groups that link to the right department and brand! Allow your agents access to as many brands as needed. 

How do I set up unique contact forms for each of my brands?

Brands are linked to departments so you can set up a contact form for each department, and attach the relevant brands! This means you can display brand specific forms by creating unique departments, or display generic support forms to all brands! 

The new DeskPRO portal system is now generally available for all customers.

If you're already a DeskPRO customer and you want to try out the new portal on a test helpdesk, you can sign up for a trial at www.deskpro.com/signup/ to explore the great design improvements and new features. (See our earlier post for a reminder of what the new portal system includes).

We'll make the new portal available for existing helpdesks soon - we know a lot of you are excited for this major update! If you have a Cloud helpdesk, we will email you in advance to inform you when your helpdesk will be updated to the new system.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #442.

The following is an automatically generated list of changes in this release:

• IMPROVEMENT limit agent open tabs on page reload
• IMPROVEMENT additional headers for emailed ticket messages
• IMPROVEMENT "unset" operator for custom fields trigger actions
• FIX KB labels managemenet on Admin
• FIX built in error reporting
• FIX product email action code
• FIX removed Page Request Vriable of Hidden custom field
• FIX elastic search by ref prefix
• FIX create ticket with an agent note via API
• FIX Add Name ID Format option to SAML app to fix potential issues with some providers that might not offer certain options
• FIX several slack app issues
• FIX update min_length in password policy
• FIX long CC list in sticky tip
• FIX exclude org tickets from manager's tickets list
• FIX tickets count in person profile
• FIX multiline headers of incoming emails
• FIX disable Import CSV button on demo
• FIX removal of custom choices
• FIX fix macro that both appends and prepends a snippet
• FIX disable rate limit for api tokens
• FIX API: Find null ticket option values by specifying -1
• FIX UTF-8 symbols in email headers
• FIX emails encoded with quoted-printable were parsed wrong
• FIX translation for ticket linking
• FIX translation for ticket linking
• FIX translation for ticket linking
• FIX parsing errors on some DQPL queries
• FIX Publishing articles via mass-actions would set the wrong status
• FIX API chats search by status
• FIX Error caused by grouping on display field
• FIX ticket snippets search
• FIX Reports on snippet usage might not get correct titles depending on use of language

We will begin rolling out this update to the cloud soon. This post will be updated once all cloud sites have been updated.

If you are using DeskPRO download, you can update your installation from the admin interface.

It's important to know about your users. DeskPRO already enables you to keep detailed profiles for users and organizations, with notes, contact information, and easy access to past tickets and activity history.

We've added the ability to store files right on CRM records, for quick reference by your agents. It might be the custom software driver you made for a user, a VIP client's biography, a company operating manual, a set of invoices... anything that will improve your service.

When your DeskPRO helpdesk is upgraded to the latest version, you'll see a new Files section in user and organization profiles.

Have you visited our portal at support.deskpro.com recently? If so, you'll have noticed that it has a shiny, modern new look.

That's because we've updated it to the new DeskPRO portal system. It's not just a cosmetic update; the new portal has lots of new features and improvements which our developers have worked hard to build, based on your feedback and suggestions.

Of course, we're not going to keep this update to ourselves for long. Soon, you're going to be able to use the new portal system on your own helpdesk. 

Let's go through the many benefits of the new portal.

Responsive design looks great on all devices

The old portal didn't always look great on smaller screens, like smartphones. We've redesigned the new portal from the ground up to use responsive design: in other words, the layout will change to fit whatever device you're viewing it on, whether that's a phone, a tablet, a small laptop or a giant monitor.

More informative ticket view for users

Not only does the new portal look better, but it's designed to deliver a better experience for your users. 

Here's an example: now, when a user logs in, they will be notified of any new agent replies at the top of the portal.

The list of all a user's tickets also indicates more clearly when a ticket needs a response, as well as providing a lot more information about each ticket at a glance. 

The view of an individual ticket has also been greatly improved. Now the user can change who is CC'd in to a ticket after it has been created.

More useful portal search

In the old portal, when you searched the portal as a user, the results included all types of portal content mixed together: News posts, Knowledgebase articles, Feedback items, and so on.

If your search term just happened to match a lot of News posts, they would dominate the search results - even if what you were looking for was a Knowledgebase article.

Now with the new system, different types of portal content are shown in separate sections, so it's easy to find the type of content you need.

You'll notice that search now includes the user's own tickets.

Easier, more powerful portal editor

We've redesigned the portal editor to give you finer control of exactly how your portal looks. Now you can edit details like font size and element positioning without needing to be a web designer, so it's easier to style your portal to fit with the rest of your brand.

We've moved the controls to turn sections of the portal on and off to a separate page, outside of the portal editor.

If you're taking advantage of DeskPRO's usergroup system to present different portal content to different users, you'll find you can easily preview what the portal will look like to any group.

If you do need to customise the portal at a deeper level, you still have the option to edit the portal templates. You'll find the new template system simpler and easier to understand, and the editing experience has been greatly improved with the addition of color syntax highlighting and auto-complete.

More abuse prevention options

Are wild spam robots submitting junk tickets and comments into your portal, wasting your time? The old portal had a bunch of options to prevent this with "enter these letters" CAPTCHA tests and rate limits. In the new system, you'll find we've put all the settings about this together in one convenient location. 

We've also added the option to use Google's reCAPTCHA system, which can verify most humans without even needing them to complete a CAPTCHA challenge at all.

Improved ticket form

Submitting a new ticket from the portal is greatly improved.

All the input is stored as you type - just like in the agent interface - so if a user's browser crashes or they accidentally close the tab, they can continue right where they left off.

Users can drag and drop attachments to add them to a ticket, and even paste images straight into the ticket message - just like your agents can.

Better news for everyone

We've added the ability to provide translations for News posts, as you can for other portal content. Users can request email notifications when you publish posts, alongside the existing RSS feed option.

More engaging chat 

By popular demand, we've added a great new "pro-active" chat feature which allows you to offer a greeting to your users or ask them a question, before they initiate a conversation with you.

This is a great way to make your customers who are looking for support feel that you're eager to help!

While we were improving chat, we also added an easy-to-use editor which allows you to customise how the chat widget looks and behaves. You can change the size and wording of the chat button, use custom colors, change the position and size of the chat window, and more.

Over to you

If you want to get a feel for how the new portal is better, please check out support.deskpro.com. If you spot any glitches, or have any questions about how the new portal will work on your helpdesk, email us right away at support@deskpro.com.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #441.

The following is an automatically generated list of changes in this release:

• FIX show number of currently used agents on license page
• FIX undefined property error
• FIX do not resize inline attachments
• FIX type in usersource name
• FIX deskpro url scheme
• FIX disable draft snippets shortcodes
• FIX handle offline status by ajax on Agent
• FIX IE11 Edit Department page on Admin
• FIX adding ticket billing charge when both a timelog and a billing are enabled
• FIX "mailto:" links were displayed wrong
• FIX linked chat not being shown on ticket view
• FIX password policy validation
• FIX locked ticket notification and proper timezone on ticket list dates
• FIX cleanup agent chat perms in session
• FIX org criteria of Filters, Triggers and SLAs
• FIX non-destructive perms display
• FIX cogwheel and "ordered by" when browsing People and Organizations in Agent > CRM
• FIX using 3 dots in custom translation phrases
• FIX user facing title of departments on portal
• FIX reply box becomes empty after inserting snippet and updating any ticket property
• FIX Adding an organization to a custom filter from the admin interface
• FIX Adding an organization to a custom filter from the admin interface
• FIX Always default agent to "Me"

We will begin rolling out this update to the cloud soon. This post will be updated once all cloud sites have been updated.

If you are using DeskPRO download, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #440.

The following is an automatically generated list of changes in this release:

• FIX Hidden radio buttons could cause some specific versions of Chrome to fail to submit newticket forms

This update has been rolled out to Cloud helpdesks.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #439.

The following is an automatically generated list of changes in this release:

• FIX Email processing: Fix edge case where system might reject a very long or very complex HTML email as 'empty'
• FIX Agent: Ticket tabs being highlighted by result of your own actions
• FIX Agent: Drafts sometimes being kept even after your reply was sent

This update has been rolled out to Cloud helpdesks.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #438.

The following is an automatically generated list of changes in this release:

• IMPROVEMENT agent notes now labelled with NOTE
• IMPROVEMENT Added "not set" option to ticket search form for choice fields
• CHANGE Portal: Add ticket ID/ref to tickets that appear in search results
• FIX Some searches on some types of people/org fields
• FIX unsetting multilevel choices
• FIX hide options on ticket search when "is not set" is selected
• FIX Entities in titles of custom choice fields would not render properly in select2 fields
• FIX Admin: Creating a sub-department did not move tickets from the (now invalid) parent department into the new one
• FIX Agent: Layouts with fields showing even with no value would make the field show in edit mode as well, even if the option to allow editing was not enabled
• FIX Agent: Limiting 'assign' permission did not always apply to assignment in replybox
• FIX tasks due date translations
• FIX password policy on reset password
• FIX API: Update person via API didnt let you set first_name/last_name separately
• FIX trailing whitespace after password in emails
• FIX phone numbers API POST
• FIX agent fields layout
• FIX yellow flag
• FIX deleting kb labels from admin
• FIX password policy translations
• FIX allow fullscreen attrs for vimeo iframe in editor
• FIX display custom choices value in macro
• FIX radio inputs collisions on multiple tabs
• FIX doubled delimiters of custom field regex
• FIX prevent password policy validation when DeskPRO usersource is disabled
• FIX higher priority for id and ref field on ES
• FIX Admin: (Triggers) Using "Set subject" trigger with adv formatting would cause the subject to be encoded if any special characters were present
• FIX Admin: (Trigger editor) Missing operators for custom fields, such as 'contains'
• FIX invalid phone numbers API routes
• FIX php error on non-established chat session
• FIX Custom field values being rendered raw in ticketlog
• FIX Custom textarea field content being rendered as html
• FIX org route on tickets list (table view)
• FIX org route on tickets list
• FIX elasticsearch index status
• FIX lower API perms requirements for common custom fields
• FIX typo in phone numbers API routes
• FIX custom person fields was not saved for new person on new ticket
• FIX Admin: Custom field rule type 'all' did not apply properly
• FIX API: Setting empty name/firstname/lastname did not save

This update has been rolled out to Cloud helpdesks.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #437.

The following is an automatically generated list of changes in this release:

• FIX Custom field values being rendered raw in ticketlog
• FIX Custom textarea field content being rendered as html

This update has been rolled out to Cloud helpdesks.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #436.

The following is an automatically generated list of changes in this release:

• FIX Fix issue with ElasticSearch page in admin not loading
• FIX API custom fields payload fix
• FIX merge ticket search problem fix
• FIX Fix custom person/org field display not displayed on new ticket form

We will begin rolling out this update to the Cloud soon. This post will be updated once all Cloud sites have been updated.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #435.

The following is an automatically generated list of changes in this release:

• FIX Agent: Creating new ticket would re-open another newticket form
• FIX Agent: New ticket by new user might cause two new tickets being created (where the first one looked like nothing happened)

We will begin rolling out this update to the Cloud soon. This post will be updated once all Cloud sites have been updated.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #434.

The following is an automatically generated list of changes in this release:

• FIX Agent: (Regression) Custom fields with agent validation were always showing error message, even when validation should be satisfied.
• FIX Layout field custom criteria
• FIX Disable inline login form when DeskPRO usersource is disabled

We will begin rolling out this update to the Cloud soon. This post will be updated once all Cloud sites have been updated.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #433.

The following is an automatically generated list of changes in this release:

• NEW New agent reply codes: #urgency 123, #follow john, #unfollow jane
• NEW Phone numbers API
• IMPROVEMENT Added new admin ticket setting to disable drafts on newticket
• IMPROVEMENT link ticket in task trigger action
• IMPROVEMENT "Toggle All" for department permissions in Admin
• IMPROVEMENT SMS actions for Escalations and SLAs
• FIX API: The direct_login_url returned from people/id/login-token was incorrect
• FIX Agent ticket view: Going from field edit move back to view, some fields might remain hidden even if they should be visible (until the tab was reloaded)
• FIX Default satisfaction escalation never matched any tickets
• FIX Reports: On dashboard, if you grouped by a custom field and then deleted the field, you would get errors
• FIX Merge menu did not list users other tickets
• FIX Merge menu did not list users other tickets
• FIX Disabling archive did not update existing tickets properly
• FIX ticket fields layout visibility
• FIX list display options are mixed from different lists
• FIX kb and news article datetimepickers
• FIX some agent auth usersource settings were not showing the filter textbox
• FIX ticket counters on Portal
• FIX force showing scrollbars on ticket fields
• FIX assigned agent team action
• FIX Edge-case where email attachments in emails might appear as 'filename.bin'
• FIX sticky search by phrase
• FIX ticket SLA notification message
• FIX open publish links in new tab
• FIX keyboard shortcuts for tickets list
• FIX datetime widget positioning on ticket props
• FIX report builder
• FIX don't allow to select the same ticket for a merge
• FIX check per org field trigger when ticket submitted via portal
• FIX userchat show PM at 12 after noon
• FIX show alert when there is no perm to create new person with new ticket
• FIX save the state of ticket charge checkbox before update
• FIX allow to unset ticket flag by trigger
• FIX userchat snippets
• FIX more operators for custom fields trigger criteria
• FIX scrollable charges table
• FIX elastic user search by ticket id/ref
• FIX usersearch by ticket ID and Ref
• FIX "discard draft" button font
• FIX reset draft to default values
• FIX usersearch js error
• FIX Add first_name/last_name params to POST /people api
• FIX don't show monetary charges with time ones
• FIX don't allow to remove the user's only email
• FIX reminder email subject
• FIX update escalation date_created when "enable" is toggled
• FIX allow admins to delete Publish drafts
• FIX Login from chat widget frame
• FIX force update ticket messages for self when a reply/note added via email
• FIX API: Ticket search on multiple custom choice values didnt work
• FIX use mysql for label search on portal
• FIX Org table references
• FIX person searchbox on newticket
• FIX allow to deselect User column on table view
• FIX mysql search indexer
• FIX default values for not visible org and person fields

This update has been rolled out to Cloud helpdesks.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #432.

This version includes several bugfixes.

It fixes a possible issue with data loss from organization fields.

This update has been rolled out to Cloud helpdesks.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #431.

The following is an automatically generated list of changes in this release:

• NEW Can arrange organizations into a hierarchy (each org can have children orgs)
• IMPROVEMENT Better fwd parser for some cases where clients send badly formatted text parts but well-formed html parts
• IMPROVEMENT show help about enabling satisfaction survey
• IMPROVEMENT phone number as a link
• IMPROVEMENT error message on ES 2.0
• IMPROVEMENT quick search email in UserEmail trigger criteria
• FIX Agent: entering a new email email address into user box would clear when you pressed enter
• FIX Agent group department permissions sometimes would not combine properly
• FIX ticket filters list issue in admin
• FIX API auth-login allowed for super key only
• FIX broken escalation criteria for person/org fields
• FIX SSO buttons on portal newticket
• FIX don't show people search results after pressing enter on newticket
• FIX Changing ticket owner would not update the org set on the ticket
• FIX new ticket labels by trigger
• FIX In some edge-cases, emailed agent replies might be interpreted as notes instead of replies even when the 'reply as note' admin setting was disabled
• FIX per org and per person fields criteria in new ticket triggers
• FIX Links to attachment downloads would be sent even if portal was disabled
• FIX workflows and priorities are not being converted
• FIX update filters sort order in admin
• FIX ticket problems settings
• FIX fit logo in admin
• FIX disable timelog with reply when autostart is disabled
• FIX split ticket not being shown
• FIX clear new ticket message by "discard draft"
• FIX remove hold status by any reply
• FIX set sitename as default From in user emails
• FIX ticket counters for people on Portal and Agent
• FIX dont show own tickets to org managers
• FIX sorting tickets by last reply date in person profile
• FIX delete user from ticket in validating state
• FIX run NewReply triggers on TicketReply macro action
• FIX extra height for embed form
• FIX agent validation status criteria
• FIX fallback to mysql search on ES errors
• FIX Organization duplicate on new Person
• FIX add ticket to tickets_deleted when deleted by the trigger
• FIX require superadmin key for /api/people/auth-login
• FIX user email check criteria not being saved
• FIX captcha on embedded form
• FIX Satisfaction links were requiring users to log in

This update has been rolled out to Cloud helpdesks.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

There's nothing more annoying than losing work because your browser crashed, or, still worse, because you accidentally closed the wrong tab, so you can't even blame the browser.

We hate that too. DeskPRO already automatically saves anything you type in the ticket reply box. Now, we've eliminated another potential frustration by adding automatic saving of your work while you're creating a ticket.

It's very simple to use: if you're creating a new ticket and something happens (whether that's your browser crashing, accidentally closing the browser tab that DeskPRO's open in, or accidentally closing the ticket tab within DeskPRO), just use New Ticket and you can carry on where you left off.

If you decide that you want to abandon what you've typed and start again, you'll notice that there's a Discard Draft button that will delete the ticket contents.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #430.

The following is an automatically generated list of changes in this release:

• NEW api auth method
• IMPROVEMENT reset ticket properties saving state on server errors
• FIX store only single draft for new ticket
• FIX remove trailing slash in jira base url
• FIX custom DateTime trigger terms
• FIX tabs not updated properly after browser reload
• FIX correct organizations endpoints in API Browser
• FIX ticket layout for custom fields in pdf and print views
• FIX reverted persons_deleted from purge (should be in controller)
• FIX Error caused by custom Toggle field
• FIX add time with new reply
• FIX fallback to database search when elasticsearch failed on portal
• FIX changed translation text of search org input on NewPerson
• FIX added persons_deleted to people purger
• FIX removed reset settings feature
• FIX ticket message linkifying
• FIX NewPerson and NewOrganization labels
• FIX admin ticket filters: show person or team
• FIX custom email templates in trigger criteria
• FIX use custom address of email account as email_to var
• FIX escalation criteria for feedback_rating
• FIX show ticket hold status in ticket log
• FIX billing comment field width
• FIX associate problem on new ticket
• FIX supress an error when using macro with deleted snippet
• FIX correct ticket properties update after sending reply
• FIX signature dupes on new ticket
• FIX search words prompt on publish
• FIX per org field will not be shown on portal if there no choices defined
• FIX NewTicket draft was not initialized until person is selected. No reset by closing tab.
• FIX NewTicket draft was not initialized until person is selected. No reset by closing tab.
• FIX ticket properties were replaced by numbers sometimes
• FIX ticket search by SLA Warning status
• FIX check new person perm on new ticket
• FIX check new person perm on new ticket
• FIX check new org perm on new person
• FIX check new org perm on new person
• FIX purge demo orgs
• FIX new people and org labels suggestions
• FIX checked custom radio field in macros
• FIX custom chat fields validation
• FIX Search/escalations on custom date fields
• FIX fix possible exception during sync
• FIX create settings backup after install
• FIX create settings backup on install
• FIX registered group has access to all deps by default
• FIX Agent: Missing unassign option in ticket replybox
• FIX Agent: Unassign from within ticket view caused a JS error and did not unassign the ticket.
• FIX tabs not receiving updates after page refresh
• FIX prevent linkifying with wrong symbols at the end
• FIX linkifying in agent note
• FIX was set/was not set criteria op with custom fields
• FIX was set/was not set criteria op with custom fields
• FIX allow to save custom field criteria when touched/not touched op selected

This update has been rolled out to Cloud helpdesks.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

A couple of weeks ago, a file leakage vulnerability was discovered by a third-party security researcher doing an internal audit.

This issue was reported privately by a responsible professional and we are confident that it was never "in the wild". We have no evidence that this bug was ever applied by a malicious user on any helpdesk.

Affected Script

The vulnerability was found in a helper script (app/sys/scripts/testfile.php) used by our automated testing framework. It was meant for use by our QA tools and served no purpose in production. This affected DeskPRO On-Premise helpdesks (not Cloud) using builds between 323 and 425.

This file and other types of internal system tools (such as diagnostic tools) are not accessible directly. They are only accessible through a specific "loader" URL. The "loader" was patched to disable access to the testfile.php script thereby fixing the vulnerability.

Timeline

• 28th Oct 2015 10:46 GMT: Issue was reported
• 28th Oct 2015 11:15 GMT: An updated distribution was released
• 28th Oct 2015 12:08 GMT: We began to send emails to on-site customers
• 30th Oct 2015 16:54 GMT: A follow-up email was sent to customers who had not upgraded yet
• 17th Nov 2015 15:00 GMT: This posting was made public

Securing your helpdesk

If you have not already, you must upgrade your DeskPRO helpdesk to the latest version. If you are using a version older than 426, then you are affected and must upgrade to remain safe.

Now is also a good time to read our security guide in our sysadmin manual:
https://manuals.deskpro.com/html/sysadmin/securing/securing.html

This guide goes over a few methods to add extra security to your On-Premise installation.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #429.

This is a minor bugfix release.

This update has been rolled out to Cloud helpdesks.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #428.

The following is an automatically generated list of changes in this release:

• NEW NewTicket drafts
• IMPROVEMENT UserChat open large images in new window
• IMPROVEMENT allow multiple values in remote filter/trigger criteria
• FIX Contextual Field "Add Another" link not working in Safari
• FIX Improve error messages and error handling in Exchange email account adapter
• FIX save per person and per org fields on newticket
• FIX saving person and org custom fields on newticket
• FIX Agent: Grouping by org and viewing the 'None' set did not work
• FIX Portal search on labels and UTF8 characters
• FIX Portal: Template typo caused custom ticket fields to go missing from user viewticket layout
• FIX Agent fwd emails with reply codes did not properly strip the reply codes
• FIX Admin: Could not delete a round-robin that had ever been used before
• FIX Potentially showing license error on some servers where a HTML redirect is rendered
• FIX Inconsistently applying permissions to org tickets
• FIX Organizations and People list scrollbar disappears when changing view
• FIX Admin: Language on satisfaction escalation mentions status being 'awaiting user' where it should say 'resolved'
• FIX TicketFilters and TicketTriggers are now saved correctly
• FIX fix potential sync problems
• FIX Admin: Editing triggers with custom fields would show validation errors
• FIX allow to use workflows in dep layout criteria
• FIX broken admin criterias
• FIX Adding tasks from tickets with a due date did not save
• FIX grouping label
• FIX Agent: Unassign from within ticket view caused a JS error and did not unassign the ticket.

This update has been rolled out to Cloud helpdesks.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #427.

The following is an automatically generated list of changes in this release:

• FIX: In some configurations, creating a new ticket from the agent interface might clear custom user fields from the users profile

This update has been rolled out to Cloud helpdesks.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

This release fixes a critical security issue that affects earlier DeskPRO On-Premise versions. It is important that you update your DeskPRO installation immediately. 

In most cases, you can update from the admin interface home page using the automatic updater:

If that does not work, please either: 

a) Use the command-line updater.

b) Manually update your helpdesk.

If you have any problems updating, please immediately contact DeskPRO Support at support@deskpro.com. 

The DeskPRO team apologies for the inconvenience caused by this urgent security release but stresses the urgency of upgrading your DeskPRO installation immediately. 

Note: The Cloud platform is NOT affected.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #425.

The following is an automatically generated list of changes in this release:

• FIX ticket filter with custom checkboxes
• FIX added custom org fields to ticket filters in admin
• FIX filters with custom fields were not displayed correctly
• FIX Agent: Browser notifications were sloppy, especially with extra whitespace
• FIX unchecked Choice custom field now saved correctly
• FIX unchecked Choice custom field now saved correctly
• FIX templates for Date and DateTime custom fields in ticket log
• FIX Adding snippets via a macro action from the replybox wouldnt insert proper variable replacements
• FIX invalid custom DateTime field render
• FIX do not update holders if ticket tab will be closed
• FIX Agent: Adv search on some custom fields may cause PHP warning
• FIX Possible warning 'expects parameter 1 to be DateTimeZone, string given'

This update has been rolled out to all Cloud customers.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #424.

The following is an automatically generated list of changes in this release:

• FIX Agent: Org search on custom fields

This update has been rolled out to all Cloud customers.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #423.

The following is an automatically generated list of changes in this release:

• IMPROVEMENT tickets ordering by custom fields
• FIX undefined field type in CRM people import
• FIX Add Danish 'Autosvar' bounce subject pattern
• FIX Admin: Tool to convert products to custom field did not work
• FIX typo in server_checks
• FIX typo in AgentActivity report
• FIX snippets in NewTicket
• FIX TicketReplyBox was initialized before Ticket
• FIX Agent: 'Email user' option on new ticket was always checked, even when disabled by default according to admin settings
• FIX Admin: Default value on products was always displayed as the first option
• FIX Error when admin tries to reset their own password
• FIX install checks for image formats support
• FIX CreateTask trigger date
• FIX force users login on ticket actions on portal
• FIX add scheme to urls in ticket
• FIX another way to fix ReplyBox desync
• FIX replace links only within message body
• FIX replace links only within message body
• FIX custom fields not being saved with multiple choices unselected
• FIX broken phrases on portal

This update has been rolled out to all Cloud customers.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.

We are pleased to announce a new release of the DeskPRO helpdesk platform, build #422.

The following is an automatically generated list of changes in this release:

• FIX Agent: Regression where you might not be able to create new ticket with different status
• FIX Adv ticket search for would return 0 results if you had any organizations defined

This update has been rolled out to all Cloud customers.

If you are using DeskPRO On-Premise, you can update your installation from the admin interface.