We’re delighted to announce the release of Deskpro 5.12

Deskpro 5.12 includes the product updates, feature updates, improvements, bug fixes listed below:

Follow Ups

• Set up automations to run specific actions on individual tickets after a defined period of time has elapsed, or on a specific date with our brand new ‘Follow Up’ feature. Read more about Follow Ups here.

Feature updates

• It is now possible to duplicate and edit existing triggers

Improvements

• User first name can now be used as a snippet variable in the dropdown selection

• Overlay when changing an agent, team or ticket improved

• Colors in customized portals now improved and updated for new guides system

• ‘Copy ID’ function now no longer relies on flash to run properly

• Ticket ID field now displays in linked tickets tables

• Framework added for CRM links to be opened directly in iOS app for future improvements

• React javascript library updated to newer version to improve front end interface performance and capabilities

• Improved caching rules for image blobs if the system resizes

• oAuth now available for both agents and users

• Ticket note ‘@’ mentions now working correctly through the API and Android app

• Poor performance issues in Live Chat resolved

Bug Fixes

• Bug creating errors with timestamps on emails fixed. Email messages relayed through Exchange Web Services are now imported into the in correct chronological order

• Attachments with long file names no longer truncated and corrupted

• Snippet changelog now displaying correct times and dates

• Ticket grouping by total waiting time now working correctly

• Portal search results now work correctly when clicked

• Hierarchies in reports now displaying correctly

• CRM pop-up window gear icon now working correctly

• Reports now exporting to PDF correctly

• Linking tickets to chats not working and displaying correctly

• Department user title of "." no longer causes PHP to crash

• ‘Exception’ bug no longer occurring when modifying the knowledgebase

• ‘400’ error when viewing outgoing email log now resolved

• Guides section now hidden on the user portal if no guides have been published

• Problems loading ticket lists when user is not found now resolved

• Issues with babel-polyfill conflicting with Deskpro widgets now resolved

• Visual bugs in Snippets V2 addressed

• Bug when displaying ‘Departments’ in Admin Interface now fixed

• Default sort order for ticket lists is now by urgency in descending order

• Error when accessing CRM ticket list now resolved

• Compatibility issues with legacy PHP versions and MPDF library fixed, improving PDF generation and conversion

• Bug where certain agents received a 500 server error when attempting to access CRM profiles now resolved

• Trello app installation bug now fixed

• Login link from chat widget now a full URL

• Helpdesk onboarding process now working correctly for new agents

• Issue with the Deskpro Windows Installer download resolved

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.