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Change Log - Help Desk Ultimate

  • 2.9.1
    Released 18.04.2024
    * Fixed issue with parsing one part emails
    * Fixed issue with conditions in automations
  • 2.9.0
    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

  • 2.8.0
    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
  • 2.7.1
    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
  • 2.7.0
    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
  • 2.6.1
    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
  • 2.6.0
    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
  • 2.5.1
    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
  • 2.5.0
    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
  • 2.4.0
    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
  • 2.3.1
    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
  • 2.3.0
    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
  • 2.2.4
    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
  • 2.2.3
    Released 24.03.2022
    +Declarative schema upgrade
  • 2.2.2
    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
  • 2.2.1
    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
  • 2.2.0
    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
  • 2.1.1
    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
  • 2.1.0
    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
  • 2.0.6
    Released 22.04.2021
    * Fixed issue with html in the incoming emails
  • 2.0.5
    Released 09.04.2021
    *Fixed issues for Magento Marketplace
  • 2.0.4
    Released 06.04.2021
    + GraphQL update
  • 2.0.2
    Released 26.02.2021
    + ChatBot compatibility improvements
  • 2.0.1
    Released 22.01.2021
    * Fixed issue for Magento Marketplace
    * Error occurs during migration if a ticket contains not default type of file
  • 2.0.0
    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

  • 1.6.1
    Released 01.06.2020
    * Error occurs after saving a ticket on the Ticket Edit Page
  • 1.6.0
    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

  • 1.5.2
    Released 12.02.2020
    * Fix for Magento Marketplace
  • 1.5.1
    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
  • 1.5.0
    Released 08.01.2020
    + Canned responses/macroses
    + Added loading indicator when customer adds attachment
    * Minor design improvements
    * Fix for Magento Marketplace
  • 1.4.1
    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
  • 1.4.0
    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
  • 1.3.5
    Released 14.02.2019
    * Fixed issue when extension emails are not routed correctly
  • 1.3.4
    Released 01.02.2019
    * Magento 2.3 compatibility
  • 1.3.3
    Released 14.12.2017
    *Fixes for Magento Marketplace
  • 1.3.2
    Released 01.11.2017
    * Magento 2.2 compatibility adjustments
    * Installation issues
    * File cannot be attached in case it contains spaces in its name
  • 1.3.1
    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
  • 1.3.0
    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
  • 1.2.0
    + 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
  • 1.1.0
    Released 18.11.2016
    + Departments added
    + Multiple email gateways added. Each department may have its own email gateway.
    * Security issue fixed
  • 1.0.2
    Released 13.10.2016
    * Magento 2.1 composer.json compatibility
  • 1.0.1
    Released 26.08.2016
    * Admin with restricted permissions can't reply to ticket at Admin
  • 1.0.0
    Initial release 22.08.2016

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