Jitbit Help-Desk

Written in ASP.NET, it is easy to install, simple to use and accessible from anywhere as a web application.

Jitbit HelpDesk tracks and handles customers issues, saving a company's precious time and face.

It works pretty simple, starting from when a customer submits an issue (ticket) to the Jitbit Help Desk web-application.

What is new in this release:

• Added an ability to merge/link/close as duplicate by entering a ticket number from inside the ticket view. Also, improved design of that popup
• Fixed an issue when POP and IMAP mailboxes were disabling themselves in helpdesk
• Add disabling user to the Deletion Log
• New icons on the main admin and report pages
• Moved "other techs are looking at this ticket" to the top of the ticket view
• Visual Studio Online integration fix
• "Consider working hours" option for the "Set Due Date" action
• New "submit on behalf of a new user" workflow
• Bulk remove tags
• Color-coding drop-down custom fields in the ticket grid
• Assign ticket to the closing user if no one assigned at the time of closing
• Danish and turkish translation fixes

What is new in version 8.9.6:

• Trello integration
• Custom field edition is now saved in the ticket's activity log
• Summary report - correct average duration calculation
• Automation rules: added "consider working hours" option to "Overdue by" and "Z hours before overdue" conditions
• Improved widget design
• Search tickets by a PART of email address or username
• Showing who received the "new ticket" notifications under the first comment's "i" button
• Removed drag'n'drop upload (wasn't working reliably, working on a better version)
• Export ticket due-dates to iCal
• Hide "Insert KB article" if Knowledge base is disabled
• Asset types, manufacturers and suppliers are now ordered alphabetically
• Users now can't mark their tickets as spam, disable and delete themselves even if they are admins
• New web.config setting "mailCheckerInterval"
• Filter the ticket grid by priority
• Slack integration improvements

What is new in version 8.9.3:

• 10x performance improvements in some areas
• Fixes assets custom fields were not showing in grid
• Fixed "Custom field equals" automation condition with checkboxes
• Fixed inline image stretching
• Fixes empty monthly report email
• Fixed the extra space added to ticket replies
• Fixed "Send email to assigned tech" action with "Ticket is created" trigger
• Fixed assigning tech on ticket creation
• Automation rules: Mark ticket as anwered action
• Automation rules: Ticket is updated by tech condition
• Removed the confusion of preselecting the default custom fields options on search and reports
• Possible fix for unicode issues in automation rules
• SAML fixes and improvements
• Important security fixes

What is new in version 8.8.8:

• 10x performance improvements in some areas
• Fixes assets custom fields were not showing in grid
• Fixed "Custom field equals" automation condition with checkboxes
• Fixed inline image stretching
• Fixes empty monthly report email
• Fixed the extra space added to ticket replies
• Fixed "Send email to assigned tech" action with "Ticket is created" trigger
• Fixed assigning tech on ticket creation
• Automation rules: Mark ticket as anwered action
• Automation rules: Ticket is updated by tech condition
• Removed the confusion of preselecting the default custom fields options on search and reports
• Possible fix for unicode issues in automation rules
• SAML fixes and improvements
• Important security fixes

What is new in version 8.8.7:

• 10x performance improvements in some areas
• Fixes assets custom fields were not showing in grid
• Fixed "Custom field equals" automation condition with checkboxes
• Fixed inline image stretching
• Fixes empty monthly report email
• Fixed the extra space added to ticket replies
• Fixed "Send email to assigned tech" action with "Ticket is created" trigger
• Fixed assigning tech on ticket creation
• Automation rules: Mark ticket as anwered action
• Automation rules: Ticket is updated by tech condition
• Removed the confusion of preselecting the default custom fields options on search and reports
• Possible fix for unicode issues in automation rules
• SAML fixes and improvements
• Important security fixes

What is new in version 8.8.6:

• Send cookies with 'secure" flag if the client is on SSL
• New report - "Deletion log". Contains entries of all destructive actions like deleting tickets, categories, custom fields, users, companies, etc.
• Fixed the bug when users couldn't edit companies with CRM integration enabled
• Option to strip attachments from outgoing email notifications
• Autlogin link generator in the help manual
• New API method: UserByEmail
• New API method: GET CustomFieldsByCategory
• Fixed attachment links in the API
• Mark as spam API method
• Added full ticket URL to the GET Ticket API method
• Added ViewingTechNames to the GET Ticket API method
• Fixed ticket numbers update on grid autorefresh
• New stats-engine. Show actual ticket numbers for non-admin users according to permissions.
• HTTP-request automation action, Hipchat and Slack integrations is now async to prevent blocking execution
• Fixed the bug when users were unable to sign into the mobile apps with Windows (AD) authentication
• Tons of performance improvements
• Translation fixes

What is new in version 8.8.5:

• Ticket grid auto-refresh
• GitHub integration
• Ticket-creation permissions for ticket categories
• "Unassigned" menu item
• Importing email messages every 1 minute (was - 5 minutes)
• Technician stats report now shows tickets closed within the date-range, and tickets that stayed active within the date-range
• Editing ticket subject & body is now logged on the ticket timeline
• New favicon
• Zapier integration
• Fixed the bug when manager was able to create tickets on behalf of any arbitrary email
• Advanced search - search attachment names
• Canned response auto-complete (press ';' while typing a reply)
• KB export to CSV
• Added an option to send welcome emails to the imported users
• Updated German translation
• Added Dutch translation
• Redirect users to a custom login URL (optional setting)
• Automation rules:
• New condition "Submitter email contains"
• Added #from# template to http-request POST action
• New trigger: "ticket status has changed"
• "Set ticket dues date" automation action now support "days - hours" time
• API:
• Added more details to GET Ticket API method (category name and assignee's user info)
• New API method: GET TicketCustomFields - returns custom fields along with their values
• Added attachments to the GET Ticket API method
• New API method: SetPriority
• New API method: SetCategory
• New API method: GET TechsForCategory
• New API method: SetAssignee
• Submit ticket on behalf

What is new in version 8.8.4:

• Overdue automation now works after 2 hours (was - after 1 day)
• New automation trigger: Ticket category changed
• New automation trigger: Ticket is assigned to a user
• Automation condition: Ticket is unassigned
• New automation action: Mark as unanswered
• Slack integration
• Jira integration improvements and fixes
• Bitbucket integration improvements
• Techs should be able to move tickets to any category despite permissions
• "Mark as spam" now respects "Restrict ticket deletion to admins only setting"
• KB search improvements
• Fixed file upload for long file names
• Compatibility with old IEs fixes
• Other fixes and improvements

What is new in version 8.8.3:

• Huge performance improvements in some areas
• Many localization fixes (mostly German, Arabic and Portugese)
• Fixed a bug with datepicker and custom fields on the new ticket form
• Attach Dropbox files when submitting a ticket
• Fixes and improvements in Jira Integration
• Appearence customization improvements - if you use custom colors and a log, the app looks way better now
• "Handled by" added to the sidebar filter
• API method GetAvailableStatuses now respects permissions for techs only custom statuses
• API methos POST Ticket now returns the created ticket ID

What is new in version 8.8.2:

• Automation rules fix for "any" condition match type
• Automation rules - add subscriber and send email to user fixed when multiple entries added
• New automation action "Reopen ticket"
• New automation condition "Body contains"
• Dropbox integration
• API method "CreateUser" now accepts "company" parameter
• New API method SetCustomField (see the docs)
• New API method AttachFile (see the docs)
• SAML fixes
• Added the ability to select date range in "User Statistics" and "Company Statistics" reports
• Added due date to the sidebar filter
• Fixed the bug when user profile edition by an admin caused the signature and the greeting to be lost
• Improved accessibility for screen readers
• "Close" button renamed to "Close ticket" (users confuse it with "close window")
• Search results now respect custom fields "show in grid" setting
• Many translation fixes
• All excel exports are now CSV based: fixes a lot of errors with Excel and adds Google Docs compatibility

What is new in version 8.8.1:

• API compatibility with the new mobile apps
• Automation rules: match all, any or none of the conditions
• Firefox KB redirect fix
• "Reply & close" was sending techs-only comments to everyone
• "Handled by me/Submitted by me" numbers corrections
• Preserve formatting (spaces and tabs) when posting comments
• AD fixes when username is returned as "System.Byte[]"

What is new in version 8.8:

• Hipchat integration
• Bitbucket integration
• Jira integration
• Custom fields for assets
• Quick paste a KB article link when writing a reply to a ticket
• "For technicians only" attribute for custom statuses
• Fixed ticket closed notification when pressing "Reply & close" button
• Fixed when closed notifications are enabled and "reply&closed" is pressed attachments are not coming out in notifications
• Added support for ticket submitter's #FirstName# and #LastName# in canned responses
• Techs now can delete attachments
• Fixed "Set status" automation action
• Group automation rules by trigger type
• Reorder automation rules
• New automation action: "Close ticket"
• If reply-to is set in incoming email - make it user's address
• AttachFile API method
• DeleteTicket API method
• New API method GET Stats (returns ticket count stats)
• API method GET Categories now respects permissions
• Fixed "Handled by you" view mode in API
• Technicians have access to "tech-only" KB-articles in their categories only
• Passwords now have to be at least 8 characters long
• Added client-side validation to most forms
• Techs can now edit their own comments
• "Ticket has been reopened" comments are no longer for techs only
• When importing users from CSV update existing ones by email address instead of ignoring
• Fixed the mobile version for bigger smartphones

What is new in version 8.7.5:

• Fixed design when avatars are disabled
• Allow regular users to edit their signatures
• Allow managers to close tickets
• Fixed ticket grid sorting for various dates
• Regular user no longer can change custom statuses
• Do not show the ticket itself when closing as duplicate

What is new in version 8.7.4:

• Azure Fulltext compatibility
• Big search box on KB index
• "News" feature is removed
• Custom report: group by tags
• Custom report: sort output by total count
• Show usernames of techs that are currently looking at a ticket
• Automation Rules: "Ticket is unanswered" condition
• Automation Rules: "X hours before overdue" condition
• New setting: Disable ticket confirmation notification
• Regular users cannot add/remove subscribers
• Better similar articles from KB search
• Ability to add time to due date
• "Close ticket as a duplicate" button
• Redesigned ticket toolbar
• "Reply & Close" now sends "Close" notification only AND includes the reply text
• Search KB by tag. Other KB search fixes
• Showing KB-article tags in search results, and KB-category lists
• Redesigned Activity Feed in the ticket view
• Fixed Unicode in canned responses

What is new in version 8.7.3:

• Lots of Windows authentication fixes
• Confirmation when leaving KB-editing page with unsaved changes
• Fixed editing "custom field equals" condition in automation rules
• Mark mandatory custom fields with asterisk in the ticket view
• Fixed KB tags permissions issue
• SAML 2.0 support (single-sign on)
• Closed tickets are no longer displayed as overdue
• KB print styles
• Various user profile edition page improvements
• Respect custom field grid visibility in search results
• Autoreply detection fixes (German/Dutch/Spanish out of office)
• Lots of translation fixes (all languages)
• Admin section: added interactive tutorial

What is new in version 8.7.2:

• Every "Send email to..." automation action now supports custom subjects
• Lots of fixes in email checker and parser
• Dates and times in notifications now uses system language and culture
• Fixed Excel export in Summary report
• Fixed an issue, when a message got cut in the middle by the email parser

What is new in version 8.7.1:

• Translated to other languages everything that wasn't translated before (except the admin panel)
• KB articles list redesign
• Include all replies when forwarding a ticket
• Tickets are now linked automatically after cloning
• Fixed "Hide powered by" setting
• Improved checkbox custom fields view in ticket details sidebar
• Refresh comments every time ticket details change
• Fixed a bug with corrupted mail attachments in email notifications
• Ticket "start time" is set on first reply from any tech user
• "Add related asset" automation action
• Hide tickets and recent notes in user profiles if viewed by non-tech user
• Ticket-submitter can close his ticket at any point

What is new in version 8.7.0:

• Pretty "recent messages" formatting in emails
• New automation action - "Set ticket status"
• New automation action - "Send email to particular user"
• New automation action - "Notify all techs in ticket category"
• When category changes - the app now send an email using "new ticket" template to the new category technicians
• New setting - "Notify all techs when another tech takes a ticket"
• Fixed "custom field equals" automation condition
• "Reply and close" assigns the replyer to the ticket (if no one assigned)
• Do not send new-ticket confirmation email if the ticket is created on behalf
• Ticket repetition setting: "Reopen the original ticket, instead of creating a new one
• Added an option to group by user's department to Custom Report
• Adding attachemnts with proper mime-type (possible fix for corrupted mail attachments)
• Spanish translation improvements

What is new in version 8.6.2:

• Lots of performance improvements
• "Do not reopen tickets when a new reply is posted" setting now works for all replies, not just the ones that are submitted via email
• Fixed a bug with multiple "Add subscriber" automation actions
• Better distinction between subject and body in ticket edition mode
• Always show "Takeover" button, when there is no one assigned
• Fixed an API bug in SetCustomFieldValue with combo box

What is new in version 8.6.1:

• Improved "Someone wrote a reply while you were typing" workflow
• "Do not reopen tickets when a new reply is posted" setting now works for all replies, not just the ones that are submitted via email
• Ticket search performance improvements
• Better distinction between subject and body in ticket edition mode
• Added recent ticket statuses to user tooltip
• Always show "Takeover" button, when there is no one assigned
• Fixed an API bug in SetCustomFieldValue with combo box

What is new in version 8.6:

• Show if other techs are currently viewing a ticket
• "Ticket closed" email template
• Email template tags are now supported in automation rules notifications
• Added "status is" condition to automation rules
• Added automation action "send email to assigned tech"
• New automation action "Add subscriber"
• New automation rules trigger: "New reply is added"
• Ability to schedule summary report
• Custom report - group by priority
• Brought back recent activity to user profile
• Tons of email related fixes
• API: AddTicketFromEmail does not require a user to be created beforehand
• API: ChangeCategory method
• New ticket: save custom field values between category change
• Fixes KB tags issues
• Added full non-relative date and time to the title attribute of a comment date
• showing detailed comment timestamp under the "info" button
• Copy custom fields when cloning a ticket
• Ability to import tickets from Zendesk
• Prevent duplicate notification when "reply & close" is used, correct ticket status in notification when reply & close" is used
• Do not show techs only ticket attachments to regular users

What is new in version 8.5:

• Calculating response time and duration in summary and response speed reports within business hours
• Automation Rules actions "Set custom field value"
• Option to forward ticket along with its attachments
• New reply templates UI, ability to edit templates
• TO-recipients are added to subscribers - like it was before
• Group by custom field values in custom report
• Ability to create user right from the subscribers area - just enter an email address and press "enter"
• Export tickets to CSV
• Import tickets from CSV
• Admins can now edit the close date
• Do not show phone numbers to non-techs
• Allow to sort the tickets grid by company name
• Setting due date right from the ticket creation page (for technicians only)
• No more news on the new-ticket page
• Added ticket number to print view
• New API methods
• Brought back full version on iPad
• Refresh custom fields after category change
• Hebrew translation fixes
• Forwarding tickets: now sending out HTML emails, to prevent formatting loss

What is new in version 8.4:

• Reorder KB articles.
• Showing company notes in the user profile.
• Respect tech's permissions in "recent comments" in user profile.
• New company field - "Notes".
• Company dashboard.
• Optionally disable email-notification when creating a ticket on behalf.
• Ability to change "for techs only" property of a KB article while editing it.
• Fixed JS errors in IE8.
• Hide "spam" button when using windows auth.
• Updated Danish translation.
• Changed links colour in email templates to blue.
• Fixed inputs on registration form.
• Fixed issues with AdBlock.
• Category permissions quick users filter.
• Admin - "set to my timezone" button.
• Reorder custom fields with drag and drop.

What is new in version 8.3:

• Respect techs permission for techs only KB articles (do not show articles he has no permission to see)
• Fixed "Restrict ticket closing to Technicians only" setting
• API compatibility with Helpdesk for iOS 1.1
• Do not reset the view mode when clicking on a tag
• Do not auto close a ticket when due date is set
• Fixed BBCode tables in email templates
• ticket submitter always gets autologin urls in all notifications
• Fixed due date editor
• Case insensitive custom fields values comparison in automation rules (fixed checkbox custom fields)
• Allow managers to submit tickets on behalf of his company users
• Showing latest news on the new ticket creation page
• New setting "Do not add recipients from CC and TO fields to subscribers"

What is new in version 8.2:

• Allow techs to select an assignee on ticket creation
• "Multiline text" custom fields
• Technician replies, customer replies and "internal" technician replies are now colored differently.
• "Tickets from Company" filter on the homepage
• Now you can see the "To" and "cc" header if a ticket or reply was imported from Email
• Save user notes from popup
• #TicketID# tag for email notifications - outputs the ticket's unique ID number in the helpdesk system
• Performance improvements
• New setting - "Disable automatic 'time-spent' timer on the ticket page"
• Clear assignee when moving a helpdesk ticket between categories (if no permissions in the new category)
• No bbcode from the API methods, convert everything to html
• Added Due-Date to the ticket-summary report
• Ticket Auto-Close module timeout fixes
• Allow to save more than 24 hours "ticket time spent"
• Fixed user popup for regular users
• Ability to remove help desk logo from settings
• Better article editing in KB

What is new in version 8.1.0:

• Enhanced time tracker. "time spent" is now calculated and saved automatically for all tickets unless cancelled
• Summary report multiselect for priority & status, filter by "date closed"
• Merge now combines subject and sums "time spent"
• Can put any valid email address when submitting a ticket "on behalf" of someone, it will automatically create a news user (if not found)
• Autocomplete for non-tech users shows only people from the same company
• New setting to include custom CSS rules to customise Helpdesk
• Showing ticket details in the mobile UI
• Mobile UI fixes for resize on orientation change
• Support tickets "Assigned to me" in mobile helpdesk interface
• New automation condition type "if ticket comes from company"
• "Add tag" automation action
• Fixed login issues some users had
• Do not send "category changed" notifications to admins
• Windows Azure compatibility
• Do not send welcome email to users auto-created from email, because they have autologin anyway
• Printing multiple tickets from grid
• Client-side validation in new ticket form
• Now only admins can delete articles from KB
• Stats numbers improved, correct tickets count in the nav bar
• New ticket page IE7 fixes
• Fixed "email admins" automation action
• Fixed ticket forwarding to a username

What is new in version 8.0:

• Embedded image attachments from email are now embedded to tickets. Support for "[img]att123[/img]" bbcode tag
• Improved usability on the categories page in the admin panel
• Lots of fixes in the incoming mail checker (mostly for the new version of Outlook)
• "Mark ticket as spam" button in toolbar
• Do not delete reply content when there were an error while posting it
• User now cannot select company when registering
• AppURL setting in web.config, which overrides Helpdesk URL in all outgoing email notifications (manual)
• Search permissions fixes
• Fixed a bug with checkboxes in a comment subscribers section when clicking "for techs only"
• Techs are allowed to create new users (they need for the "onbehalf" feature)
• Fixed "view" button on edit user page
• Fixed sync from AD button
• Fixed custom fileds design on the new ticket page
• Translation fixes
• Added apple touch icon for all devices
• Hide green new ticket button on a new ticket page to avoid clicks by mistake
• Sending welcome email when a user is created from incoming email
• Show tickets filter on the main page for techs only

What is new in version 7.5.4:

• Fixed "view" button on edit user page
• Fixed sync from AD button on edit user page
• Fixed custom fileds design on the new ticket page
• Russian translation fixes
• Fixes "dangerous request" on ticket-forwarding
• Cleaned up translation resources
• Fixed new KB article creation
• Updated project for VS 2012

What is new in version 7.5.3:

• Removed "disable welcome email" setting, instead - checkbox "send welcome email" on the user creation page
• Better incoming email parsing, saves spaces
• Renamed "Reports" to "Reporting" - to prevent helpdesk conflicts with SQL Reportng Services
• Improved Knowledge-Base article creation process.
• Fixed "String reference not set" error when creating a user with Windows Authentication enabled. Also, no "login/password" in welcome email for Windows Auth
• Fixed "dangerous request" error when adding news to helpdesk
• Added "Change category" to the ticket actions popup in the tickets grid
• Fixed new ticket button on admin pages
• Fixed permissions in ticket actions popup

What is new in version 7.5.2:

• Checkbox custom fields now cannot be mandatory (because it's doen't make sense)
• Non-tech users cannot change their company
• Faster technicians report
• Sort search by relevancy, more accurate results
• Nice error messages in API-service
• Login form UI improvements
• New API method - "GetTicket"
• Sorting tickets grid by custom fields
• Speed & Dynamics report: period length validation (error if more than a year selected)
• "Time zone" instead of a non-intuitive "server offset" in settings
• Search - return custom fields that have "show in grid" set only
• "Forward ticket" improvements
• Not resetting comments box when editing tickets details.
• "add user" form improved - password field not shown if AD-auth
• Showing names of a browser and OS instead of user-agen string in user's profile
• remember sort column in cookies
• Added validation message on unsuccessful login
• Removed "max attach size" setting
• Client-side category validation on "new ticket" page
• Fixes big images overflow in ticket text
• Added the tag filter into Summary Report
• Priority field is back in the support widget

What is new in version 7.5.1:

• Fixed the error when saving a user profile with empty department field
• Added "containing text" filter to summary report
• Added missing translations

What is new in version 7.5.0:

• Do not add people from "TO" address to the ticket, only from "CC" (incoming emails)
• Failed notifications queue - notifications, which were failed to sent, are not dropped, but saved and resend later.
• Reply templates (canned responses) are now shown only to techs
• User's greeting template - like signature, but in the begining of the reply.
• Custom report builder - build custom reports with the data you need
• Is Manager user attribute - can see tickets from others from the same company
• Showing "Are you sure you want to leave" box when unsent reply is typed in on the ticket page
• New user field "Department"
• Bug fixes and UI improvements

What is new in version 7.4.1:

• UI and localization fixes
• New custom field type "checkbox"

What is new in version 7.4.0:

• Improved UI in all reports
• Added "Distribution of tickets per day of week" and "Distribution of tickets per hour"
• Renamed dynamics report to "Tickets per day"
• New report "Response speed" - average response and resolution speeds
• New better search UI
• New email templates. New "Welcome" template, new "ticket confimation" template.
• Sorting in the tickets grid now applies to all tickets, not only to the ones, which are currently shown
• Active Directory avatar improvements and fixes
• Comment templates are now inserted at the current cursor position
• Do not show techs only categories (and articles in them) in the KB for non-techs
• Russian language fixes
• Disallow public publishing to KB in the tech only categories
• Better quoting removal
• Showing unanswered tickets number in the submenu.

What is new in version 7.3.1:

• Improved email-checker (quoted-emails remover)
• Mobile UI improvements
• "disableUselessMessageFilter" web.config setting
• Minor fixes on the "new ticket" page
• Minor KB fixes
• Minor UI fixes
• Google-drive attachments in ticket-emails
• "thumbnailPhoto" field for Active Directory avatar integration
• Ticket-categories drop-down in mobile UI
• Localized priority description in ticket-details
• Fixed login page on Android

What is new in version 7.3.0:

• Note templates added ABOVE the existing text
• "#unsub#" alias for #unsubscribe# command in email API
• Avatars from Active Directory
• Summary report excel now contains ticket body
• "Assign Technician" is a dropdown list, like it was before. No "suggestion box"
• Ability to see who got email notification for each comment
• Ability to attach Google Drive documents (Google Docs) to tickets
• Built-in spam-filter improved, no longer deletes useful messages
• Ability to add a note to the ticket creation page

What is new in version 7.2.2:

• Fixed ticket re-opening on replies via email
• Fixed quick users search in the admin interface
• Fixed AD sync error on user edit page
• Show "updated FOR techs" tickets on the "unanswered" tab

What is new in version 7.2.1:

• DB upgrade script fix
• User-search fix
• Fixes "email already taken" error when using helpdesk with Active Directory
• Improved email handler: loop-emails, auto-reply filter etc.
• Not adding empty comments from incoming emails.
• Bugfix: closing tickets in the non-hosted version.

What is new in version 7.2.0:

• Technicians report - export to excel
• "Set ticket custom field" in API
• Autolgin bruteforce protection improved
• Fixes bug in custom statuses dropdown list in IE8
• Return ability to unassign user from ticket
• Per-user language setting fixed
• Remembering selected tab in the tickets list
• Pop up for bulk actions in the tickets list
• Better "more tickets" button behavior
• Added some new help pages, revised some existing help
• "Assign ticket to " textbox shows technicians from particular category only
• "Sync user from AD" fixes
• BBCode list support fixes
• "XX Time Ago" for date fields in tickets
• Showing custom fields values in the search grid
• Added favicon
• Fixed "More tickets" button when viewing support tickets in a particular category/department.
• New setting - "do not auto-reopen a ticket when customer send a reply via email"
• New setting "Notify ALL technicians in a category when ticket-submitter posts a reply
• "Time spent" stopwatch not shown if ticket closed
• Helpdesk name is now shown instead of the default logo
• Killed a feature - increasing email-checker interval on errors. Not any more.
• "Assigned to" is properly refreshed now when the assignee changes

What is new in version 7.1.13:

• Not showing techs only comments to normal users
• Viewing reports now requires user to be tech
• New ticket button is not displayed for anonymous users when guest posting is disabled
• Fixed datepickers on techs report
• Nice error message when KB ticket is not found
• Check user access permissions to view the ticket
• Suppressed 404 error for missing favicon
• Fixes normal user's (non-tech) permissions

What is new in version 7.1.12:

• Bulk actions in tickets grid are allowed to admins only
• Cloning ticket fixed. Also, cloning allowed to ticket owners as well (not just tech users)
• Reset "allowed categories" cache on logout
• Small date range fix
• Summary report fixes
• "From user" filter fixed
• Saving search criteria after form submit
• Search export to csv
• Unassigned filter fixed
• Assign to tech fixes
• Fixed JS error in IE upon clicking "More"
• Nice error messasge when closing ticket with unset mandatory fields
• Dynamics report fixed
• Security fixes - now all pages are allowed for anonyous users
• Ticket details fixes
• "Reply and close" fixes
• Showing fullnames in suggest-popups
• Redirect to login from GetAttachement when unathorized
• Fixes wrong Attachment date and time
• Fixed quick search by ticket number
• Fixed paging in admin users page

What is new in version 7.1.11:

• Ticket list tabs visibility for regular (non-tech) users fixed
• Reset "is tech" cache on logout
• Improved "ticket not found" message, merged-tickets redirect improvements

What is new in version 7.1.0.0:

• CSS fixes, file-upload visual improvements, KB file upload design fixes
• Translation fixes
• Inline custom fields editing on the ticket page (ajax)
• New email template tag #Attachement# that shows a list of all ticket's attachements with upload dates and links
• ASP.NET MVC engine

What is new in version 7.0.8:

• Hosted version improvements
• New setting - "Assign the first replying tech as a ticket-tech" (default ON like before)
• Error messages in ViewIssue
• New email message for the category change event
• KB buttons visibility (techs only)
• "Welcome" email fixes
• Importing assets from CSV
• Details time labels in the attachments list

What is new in version 7.0.7:

• Incoming email processing fixes
• Fixed searching by tags in the summary report
• Not hiding "Get help", when hiding "powered by"
• Consistent styling for help pages
• CC-addresses from incoming email are now correctly added to the incoming tickets as subscribers
• CSV import fixed (empty company name)
• Updated Danish translation
• KB button in widget popup, popup UI fixes, "Haven't found the answer? Create a ticket" button in KB
• New google-voice api: null phone-number workaround
• Tech-user popup in ticket search results

What is new in version 7.0.6:

• Cloning tickets.
• Critical fix for Internet Explorer.

What is new in version 7.0.4:

• Security improvements
• Fixes comments edition in KB
• "Show in grid" custom field setting
• Reduce the scope of similar tickets search on new ticket page if category is chosen
• Added "Status" column to the summary report
• Export search to CSV
• Avatar for system comments
• Assign, close, merge, delete tickets in the search page, other search improvements
• Mail quoting removal fix
• "More" button fixes
• Link to the search page on search icon
• Search by tag in Ticket Reports and Search
• "Hide powered by" now works in the self-hosted version as well
• Mail loop prevention improvement
• Force off compatibility mode in IE
• User signature

What is new in version 7.0.3:

• Improved custom fields search
• Lots of visual fixes and improvements
• Rebinding comments and subscribers after assigning a support tech to a user
• Added feature to "de-assign" a tech from a support ticket (clear the "assigned to")
• Fixed "more" buttons for custom statuses
• Removed unused assets from the project
• Fixed Dutch and Danish translations

What is new in version 7.0.2:

• Correct "Tab" key on New Ticket page
• Redesigned login screen
• UI fixes
• "More" button
• Windows-authentication fixes
• Translation improvements
• Improved custom fields search (non-exact match)

What is new in version 7.0.0:

• Huge overall performance increase.
• Lots of bug fixes.

What is new in version 6.2.6:

• Improved email loops prevention.
• SMS improvements.
• Recent comments from user shown to admins/techs only.
• IE9 autocomplete improvements.
• Not sending escalation notes late at night and weekends fixes.

What is new in version 6.2.5:

• User manual improvements
• Fixed - admins received notifications even with the disabled email setting
• Ticket-filter stays open after filtering
• Email-looping prevention improvements
• Support widget ticket-creation form now shows important fields only. Simplified user experience.
• No more captcha on the ticket-creation form - intelligent antispam
• Code-signing the trial version installer
• Adding asset assignee on asset creation form
• default value for quantity
• linking assets to tickets
• Assets page improved
• Fixed - slow typing on an iPhone
• Creating sample KB articles on first install
• Due-date tooltip when adding a comment to a ticket
• Recent actions by user
• Auto-filling Gmail values when editing email preferences
• Fixing "reply and close" when there're unset custom fields.
• Tree navigation fixed when viewing tickets from particular company/user

What is new in version 6.2.4:

• KB fixes and improvements, better performance. Added attachments for KB articles, stripped BBCode in previews
• Custom fields fixes and UX improvements
• Saving sorting direction in the tickets grid (ascending \ descending)
• New setting "Always notify administrators about new tickets"
• "Comment and close" button in the ticket view
• Lots of improvements in mail sub-system: fixed body loss in some languages, added loop prevention, fixed messages duplication
• Double mail-checker interval after 5 errors in a row, not in 3 like before
• Gmail web-interface now shows HTML-version of a message

What is new in version 6.2.3:

• Fixed "The member CompanyID of type System.Object cannot be used as a parameter value" error
• Assets improvements
• Categories tree - always shows all categories
• Showing correct tag numbers in the tickets list
• Tables support in wysiwyg editor
• "Invalid cast" error fix
• New-ticket page Windows-auth fix
• KB redesign
• Hosted version improvements
• No notification for KB-only ticket creation

What is new in version 6.2.1:

• Updated translations. Fixed user-popup in Firefox (encoding bug)
• POP email module fixed (using an improved component)
• Helpdesk now has a RESTful web-service for external app integration
• Updated manual (API docs)
• Performance improvements
• Ticket-tagging improved
• KB tag editor
• "Close ticket" button moved to the right, after custom ticket status buttons
• Minor UI tuneups
• No more Ssl certificate validation errors or POP and IMAP
• Ticket-list date sorting fixed for 12-hours clock regions
• Search-box searches for username/email as well
• Showing thumbnails for image-attachments in tickets
• Client-side caching improvements for attachments and thumbnails
• Double-click comments fix

What is new in version 6.2.0:

• Datetime error on German locales fixed
• Status filter fixed
• General UI improvements
• Quoted emails finder improvements
• Redirecting merged tickets
• Added "company" field to CSV import
• Order tags in the sidebar
• Login problems on iPhone fixed
• Techs-only comments via email, closing ticket via email - improved
• Fancy html emails, updated default email templates
• IMAP fixes
• Advanced tooltip when clicking on a user in a ticket: phone, ip, etc, prev tickets and the "view full profile" link
• Processing only 5 messages at a time, timeout settings for IMAP mailboxes
• Updated translations
• Alphabetic sort for comment templates list, other template fixes
• New jQuery 1.7.1
• Removed "do you wanna take over the ticket" alert
• Added plain text emails part (to fix email display on Blackberries etc
• Search fixes
• Inline Ticket editing
• Lots of performance issues fixed
• Showing similar tickets from KB, comparing by subj
• Ticket-Escalator improvements

What is new in version 6.1.9:

• Showing tags in the Knowledge-base (both list and ticket)
• "Save as" filename for image attachments
• No tags for non-techs on new-ticket form, light redesign
• Showing file date, performance improvements
• Welcome ticket on the first run
• Lots of visual improvements
• Deleting tickets from grid fixes
• Source-codes version improvements (updated Visual Studio project file)
• User-autocomplete now searches email as well
• Correct company-name in the email-templates
• Updated manual (CRM integration)
• Cross-page user sorting
• Remembering the sort order in the ticket list
• Resetting stats-cache when closing tickets
• Added "#ticket#" tag to message subj on ticket forwarding
• Date sorting is Search
• Fixed - "techsonly" notes were sometimes sent to regular users
• New comment-templates manager, names for comment templates
• Slow typing on iPhones/iPads fixed

What is new in version 6.1.8:

• Search UI redesigned
• Search performance improvements
• Old IE-versions support improved
• AD_integration improvements and fixes
• Simpler KB design
• Auto-update in the tickets list
• Many other improvements

What is new in version 6.1.7:

• Fast-search box on the top.
• Lots of visual improvements.
• LOTS of minor improvements and bug fixes.
• Support-widget fixes.
• Tags-list on the home page.

What is new in version 6.1.6:

• Fixed mail-importer errors that prevented importing emails in some cases.
• Fixed the suggestion-box when changing the "from" user on the ticket page.

What is new in version 6.1.5:

• Ticket tags
• Lots of more visual improvements
• Performance improvements (e.g the ticket list's database backend is now 2 times faster)
• Lots of minor fixes and improvements
• New setting - "disable avatars"

What is new in version 6.1.4:

• Fixed a minor error with the user-editing form.

What is new in version 6.1.2:

• Source code version improvements (solution file)
• Some design-improvements on the Users page in the Admin panel
• "Sync all users from AD" feature
• Now a ticket does NOT change its status to "in progress" when a tech is assigned
• Ticket-followers are now controlled by checkboxes, better usability
• JavaScript fixes on the "new ticket" page
• Nice "recent comments" rendering in email templates
• More "readable" default email templates
• Searching by ticket-ID now redirects to a ticket page right away

What is new in version 6.1.1:

• Sorting now work after clicking "more" link
• Fixed assigning techs
• Time-tracker fixes, tickets-list fixes
• Changing ticket's user - suggestion box instead of the drop down
• Hosted version improvements
• Custom fields fixes
• Lots of minor fixes
• Date custom fileds now allow range search
• Better charts
• Improved search
• Visual improvements
• Nice warning message when closing a support ticket with unset mandatory fields
• Showing company names in user-suggestion boxes
• Helpdesk reports improved
• Emailing the tech's name when submitting a ticket "on behalf"
• Lots of visual improvements, logout/login buttons

What is new in version 6.1.0:

• Due-date sorting fixes
• Email settings moved to a separate admin page to optimize and simplify UI
• Lots of UI improvements (better design, CSS3 features - shadows, rounded corners)
• Messages from ticket-technician have different background for better readability
• Separate email templates for "new ticket" message and updates to existing tickets
• When submitting a support ticket "on-behalf" - user search box replaces simple drop-down
• Search-results page now also allows deleting, linking tickets
• Performance improvements (esp. the mail-checker thread)
• Mail-importing fixes - no more adding extra line-breaks
• Attachments are now sorted by filename
• Lots of minor improvements

What is new in version 6.0.9:

• Minor fixes.
• Ticket page visual fixes.
• WYSIWYG-editor fixes (JavaScript).

What is new in version 6.0.7:

• New setting Users from same company can see each other's tickets.
• Lots of design improvements.
• Translation improvements.
• "http" is now parsed in custom fields and rendered as links.
• Summary report daes are now saved in cookies.

What is new in version 6.0.6:

• Fewer trial version restrictions.
• Improved search page.
• Performance improvements for the email-importing module.
• Multiple file attachments.
• Custom fields in the "summary report" shown correctly.
• User's company is now synced from AD as well.
• UI improvements onthe ticket page.

What is new in version 6.0.4:

• Improved error handler in email-importer.
• Number of "Recently viewed" tickets increased to 10.
• JavaScript editor fixes (when pasting from Apple-Mail and Outlook).
• Slightly improved UI.

What is new in version 4.9.1:

• Finally fixed custom fields date sorting.
• Manually added subscribers can leave comments on the ticket.
• Fixed https-warnings on sortable pages.

Requirements:

• Web Server: Windows 2000, Server 2003 or XP Professional, IIS v4 or higher, Microsoft ASP.NET 2.0
• Database Server: SQL Server (versions 7, 2000, 2005, MSDE or SQL Server Express).
• Web Browser: Internet Explorer 5.0+, Firefox 1.0+, Netscape