We’re delighted to announce the release of Deskpro 5.9.0.

Deskpro 5.9.0 includes the bug fixes and improvements listed below.

Improvements

• Pusher realtime notifications now display the correct information when tickets have been assigned to another agent

• Deskpro now supports realtime notifications without using third party software like Pusher

• Custom Organization fields are now compatible with reporting features

• User and Organization fields are now customisable using a “click to edit” feature

• Now possible to select “Agent Team” as a display option in the ticket view

• Improvements to the Trello app include:

• Trello app incorrectly showing a number after cards have been removed is now fixed

• Clicking on a trello card created through the app would lead to a blank page, this now leads to the card

Bug Fixes

• Display is now more responsive and dynamic when editing tickets from the User Portal

• Outlook recall messages no longer spam the helpdesk with notifications

• Reports on Snippet usage by agent are now fully populated

• HTTP caches from previous Deskpro builds are automatically cleared after performing an update

• The trigger action "Ticket Log" now usable

• Option to merge now available when trying to modify agents, and all user ticket history is retained when permissions are escalated to another agent

• Timestamps on ticket responses now display hover-over information regardless of whether they’re set to relative or absolute

• All ticket labels are retained when adding criteria in Triggers and Escalations

• Polish language characters no longer open pop-up windows when typed

• Pusher events larger than 10KB now appear in realtime

• Multi-selecting custom fields behaviour improved

• Ticket URLs in email notifications now linking properly

• ‘@’ symbol now recognised as a special character in password requirements

• Grouped tickets over 6 months old now displayed accurately

• Deleting a draft article no longer removes the Knowledge Base category it was assigned to

• Pop-up windows now more dynamic and responsive when multiple emails are input

• “Publish” icon no longer unresponsive if clicked when publishing is disabled

• Tickets now ordered properly in the “All Tickets” view

• Magneto and Joomla links working correctly when in “Install Widget in CMS” view

• Copy and paste functions now working correctly in ticket reply boxes

• Emojis in agent replies are now displayed correctly

• Saving general helpdesk settings no longer overrides multi-brand settings

• Agent Activity Report now displays information accurately in Chrome/Windows 10 and Safari/Mac 10.11

• Issues with incorrectly rendering certain custom fields have been resolved

• "Set Ticket User" in ticket triggers now working correctly

• Email validation loop eliminated

• Mass actions now performable when selecting multiple Snippets

• Tickets are no longer incorrectly merged as duplicates

• Chat sessions with banned users now display a “User is blocked” message

• Kayako import function now improved to display correct message dates

• Problem while enabling Beta V2 IM bug resolved

• Improvements and fixes to porting of V1 snippets into the V2 interface

V2 Snippets Improvements & Bug Fixes

• It’s now possible to browse Snippets in any supported language, regardless of the language associated with the open ticket

• The Snippets pop-up window has been improved so creating, editing and attaching files to Snippets is easier

• It’s now possible to customise individual Snippets so they automatically change text content based on channel

• Snippets shortcode now modifiable without refreshing

• The snippets window no longer ‘snaps’ to the top when you clicked out of it

• When applying a snippet while creating a ticket, the new snippet no longer prevents sending the ticket out, and the “Send Reply” button is now fully responsive

Bug Fixes 5.9.1

• Fix possible PHP notice in ticket list when user waiting time is zero
• Fix admin notification settings where you could not go back to polling after enabling pusher
• Fix bad results being returned from ElasticSearch when using Tikka and there are large attachments
• Updated languages
• Fixes to Trello app

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