Change Log - Help Desk Ultimate

Released 18.04.2024
* Fixed issue with parsing one part emails
* Fixed issue with conditions in automations

Released 02.11.2023
+ Sort values in the Tag filter and add Search
+ Search within the tickets
* Fixed issue with creating tickets from the gateway
* Fixed issue with creating an empty ticket when sending a large text with links
* Fixed issue with Messages if Gateway Email gets changed

Released 22.09.2023
+ Alternative ticket gate for a real-time receipt of tickets (integration with Gmail)
* Fixed issue with Ticket Notes when coupon code is generated
* Fixed issue with parsing when an email only has an attachment
* Fixed issue with encoding after upgrading to Magento 2.4.6
* Fixed issue with the ticket link from an email
* Fixed issue with the escalation message

Released 26.05.2023
* Fixed issue with loading XML files
* Fixed design issues
* Fixed issue with spelling mistake in the "Delete message" alert
* Fixed issue with empty messages in ticket
* Fixed issue with changing the status of tickets via mass-action in the customer edit page
* Fixed issue with wrong emails content-type when using the text type template
* Fixed issue with GraphQL mutation awHelpdesk2TicketCreate with attachment
* Fixed issue with transferred words in their entirety in ticket

Released 24.05.2023
+ Merging tickets
+ Added a default tab in the ticket view
+ Displaying customer group in the tickets grid and ticket view
+ Integration with native Adobe Commerce Customer Attributes

Released 07.04.2023
+ Tags reporting improvement
+ Added 'Remove message' button
+ Export option to the HDU tag report
+ Added timezones hints
* Fixed issue with not added users to the department agents in the Tickets grid
* Fixed issue with displaying Admin User in the Agent dropdown on the ticket details screen

Released 27.03.2023
+ Compatibility with Magento 2.4.6
+ Migration from HDU M1
+ Displaying an automatic reply in a ticket thread
+ Data encryption
+ Displaying phone number in the ticket

Released 23.12.2022
* Fixed issue with custom plugins in the WYSIWYG editor HDU
* Fixed issue with the ticket opening or/and editing department
* Fixed issue with message content in the Helpdesk tickets
* Fixed issue when rating a ticket
* Fixed issue in console after creating a store with prefix
* Fixed issue with the French non-ascii characters decoding if the email is not in UTF-8 charset

Released 21.11.2022
+ Quick Responses option for newly created tickets
+ Changing status of tickets in bulk via mass-action
+ Option to configure From: email address in admin
+ Removed extra space to avoid scrolling
* Fixed issue with changing customer attributes on the ticket page
* Fixed issue with quick response
* Fixed issue with the customer view tab in admin on the Adobe Commerce
* Fixed issue with coupon code generation on the Ticket page
* Fixed issue when creating ticket from an email with an invalid address
* Fixed issue with displaying the "Show more" button in tickets
* Fixed issue with the Magento Blank theme design

Released 27.09.2022
+ Basic Authentication Deprecation
+ Refactor Oauth Adapter
* Fixed issue with GraphQL support
* Fixed issue for Magento Marketplace
* Fixed issue with deleting tables after disabling HDU reports extension

Released 16.09.2022
* Fixed issue with the ticket controls section if Department name is long
* Fixed issue with the subject of ticket in tooltip in the "Helpdesk Tickets" grid
* Fixed issue with text in emails when customers create tickets/reply from the frontend
* Fixed issue with URL in the ticket reply
* Fixed issue with unabling to process email queue when Agent is no longer part of the Department
* Fixed issue with filling Server TMP Folder with Phishing Attachments
* Fixed issue with the incorrect metadata modifier for the 'new_reply_from_customer_send_email_to_customer' automation event
* Fixed issue with parsing Emails with .html-attachment into tickets
* Fixed issue with Grid after clicking "Default View" in the action menu on the Tickets page
* Fixed issue with ticket when an order is deleted
* Fixed issue with showing the department name in the "My Tickets" grid on Storefront
* Fixed issue with the invalid CC recipients field
* Fixed issue with displaying email template elements from ticket replies
* Fixed issue with typing any extra spaces after the Quick Response template
* Fixed issue with the migrated tickets with customer_name = NULL when adding a new post
* Fixed issue with automatic filling Email and name on the ticket creation from admin
* Fixed issue with the tickets grid

Released 25.08.2022
+ Compatibility with Magento 2.4.5
+ Report by tags with chart
+ Added separate point in menu for the HDU reports
+ Displaying the message when ticket rating was changed as automatic reply in ticket thread
+ Average Resolution Time
+ Average Response Awaiting Time By Customer
+ Average First Response Time
+ Displaying the tickets submitted by a guest user in customer's account
* Fixed issue with the line breaks

Released 09.06.2022
+ Compatibility with Magento 2.4.4
* Fixed issue with File uploader on the Storefront for Magento 2.4.4
* Fixed issue with Subject of ticket on the Tickets page for Magento 2.4.4
* Fixed issue with displaying Agent information in the automation emails for Magento 2.4.4
* Fixed issue with Ticket Controls section for Magento 2.4.4
* Fixed issue with compilation for Magento 2.4.4

Released 24.03.2022
+Declarative schema upgrade

Released 11.02.2022
* Tickets are not displayed in the grid on Storefront after creating it on a new website or store view
* Default email template is sent when Ticket is created from another store view

Released 17.12.2021
* Fixed issue with tickets missing after changing customer email
* Tickets thread is visible in the message on the backend
* Tickets are not saved for a new website
* Cron hangs with the error: 'first_message_content' cannot be null
* Line breaks are missing if email content-type: text/plain
* Non-ascii characters cannot be decoded correctly if the email is not in the UTF-8 charset
* Fixed issue with the file not appearing in the generated folder
* Inserted link in new reply from an agent does not work in an email message
* Multipart HTML emails are displayed as plain text

Released 08.09.2021
+Integration with RMA
+New Automation - Ticket Status Change
+New automation - Ticket Was Rated
+Better filtering by tags
+Display Ticket Rating in the grid
*Fixed issue with the cropped text when hovering the cursor over the subject line

Released 02.07.2021
* Fixed issue for Magento Marketplace
* Tickets miss part of content after special characters
* Error occurs during migration when a ticket contains not default type of file
* Incorrect external url is in emails from a different store view
* Factory should be injected via class constructor
* Error occurs when a ticket with attachment that misses extension is migrated
* Fixed issue with the "Your manager" field
* Quick response doesn't work for a different store view
* Line breaks are missing in Quick Responses and customer responses from the external form
* 'Updated On' date does not get updated when a quick response was edited
* Fixed issues with HTML
* Multipart html emails are displayed as plain text

Released 07.06.2021
+ Expanded Tags section in the backend
+ Automation when certain SKU is purchased
* Fixed issue with html in the contact form and coming emails
* Fixed issue with processing of messages when gateway is changed

Released 22.04.2021
* Fixed issue with html in the incoming emails

Released 09.04.2021
*Fixed issues for Magento Marketplace

Released 06.04.2021
+ GraphQL update

Released 26.02.2021
+ ChatBot compatibility improvements

Released 22.01.2021
* Fixed issue for Magento Marketplace
* Error occurs during migration if a ticket contains not default type of file

Released 11.01.2021
+ Create Agent Information
+ "Help Desk Tickets" tab on Order backend page
+ Related-Orders functionality
+ Restrict entering a new email on Contact Us form for Logged-In Users
+ Store-views and web-stores support for HDU templates
+ Rejected Messages grid
+ Add order selection on Create Ticket form from backend
+ Improved gateway email processing
+ Send the copy of a ticket to another email when a request has been submitted from Create New Ticket form
+ Sort order for Departments and Agents
+ Sort quick responses
+ Display information about HDU agent on the frontend Ticket View page and in Email notifications
+ Restrict some request types for customer groups on frontend
+ Remove attached files from DB if a ticket has been deleted
+ Hide Customer Orders block on the Ticket View Page if a user doesn't have permissions to access Orders
+ Change sorting in Customer Orders
+ Preview ticket content in All Customer Tickets
+ Option to search projects from ticket is added
+ Ticket related blocks on the backend ticket page should upload data according to customer id or customer email
+ Improved restrictions for customer groups
+ Tickets can be searched by ID via Search field above Tickets grid
+ Tickets can be locked
+ Additional tabs for Ticket Thread
+ Some strings are added to CSV
+ Hints are updated
+ Internal Menu is improved
+ GraphQL support
+ WebAPI support
* Fixed some design issues
* Some content is absent in a tooltip in the Rejected Messages grid
* Tickets aren't created via Gateway
* An error appears after sorting "Rejected Messages" by "From" column
* An error occurs when filter is applied
* Injection from "Ticket Escalation" is applied
* An error occurs when tab is opened by any user without permissions
* "Rejected Messages" tab can't be opened
* Assigned agent isn't displayed in emails
* Incorrect customer name is shown in the ticket created via Gateway
* Fixed issues with emails sent to CC and BCC addresses
* "Note is added" event is absent

Released 01.06.2020
* Error occurs after saving a ticket on the Ticket Edit Page

Released 14.05.2020
+ OAuth support
* Information about total orders/items is empty in Ticket
* Error appears in logs while trying to open non-existent Department or Quick Response
* Ticket is not created If email attachment contains hieroglyphs in name
* Duplicated tickets created via Contact Form on double 'Submit' clicks
* Tickets stopped being created from gateway emails
* Email parsing is stopped If the username is similar to the email format
* Fixed issue with files uploading

Released 12.02.2020
* Fix for Magento Marketplace

Released 31.01.2020
* Fixed issue when canned response of more than 1 line does not show up on Tickets page
* Module main menu and Magento menu are not clickable on Ticket page

Released 08.01.2020
+ Canned responses/macroses
+ Added loading indicator when customer adds attachment
* Minor design improvements
* Fix for Magento Marketplace

Released 30.10.2019
+ Data Migration tool for Magento v. 2.2.X-2.3.X
* Fixed issue with Mass actions on "Departments" page
* Error occurs after 'Automation' or 'Tickets' grid is clicked
* Fixed issue with duplicated email headers
* Fixed issue wit files attachment
* Magento EQP tests fix
* Error occurs on an attempt to create a ticket in the backend (Magento 2.3.3)
* Fixed issue when Tickets aren't created via Gateway
* Tickets belonging to a department disappear after disabling the department
* Error appears on a ticket page if an admin doesn't have permissions to update tickets
* Fixed issue with disabling the department on its page
* Fixed issue when Department permissions don't work correctly
* Minor design improvements

Released 29.05.2019
+ Email to ticket conversion improvement: "Type your reply above this line"
+ Agent is brought back to the list of tickets when the ticket was marked as "pending" or "solved"
* Fixed issue with the migration script
* Minor UI fixes

Released 14.02.2019
* Fixed issue when extension emails are not routed correctly

Released 01.02.2019
* Magento 2.3 compatibility

Released 14.12.2017
*Fixes for Magento Marketplace

Released 01.11.2017
* Magento 2.2 compatibility adjustments
* Installation issues
* File cannot be attached in case it contains spaces in its name

Released 05.09.2017
* Resizable "Customer group" area
* Agent can't reply to customer via email notification
* "All roles" permissions adjustments
* Emails parsing stops if email contains illegal chars or email without headers
* Automations issue
* Ticket can be assigned to unselected agent
* Ticket can be created with Enter button
* HDU migration tool issue
* Incorrect attachments location
* Static tests issue

Released 10.07.2017
+ Email templates improvements
* Magento Marketplace issues
* Link to a ticket in email notification for admin
* HDU crashes dictionary generator
* All backend users are displayed, including the disabled ones
* Backend Ticket design adjustments

+ Department permissions
+ Migration script (import of tickets from M1 extension)
* Resizable reply area
* Email subject should contain ticket subject
* Re-design ticket thread
* Guest ticket isn't opened in Customer Area when guest creates account at Storefront
* Fatal error if sending email is not possible

Released 18.11.2016
+ Departments added
+ Multiple email gateways added. Each department may have its own email gateway.
* Security issue fixed

Released 13.10.2016
* Magento 2.1 composer.json compatibility

Released 26.08.2016
* Admin with restricted permissions can't reply to ticket at Admin

Initial release 22.08.2016