HelpDesk full changelog

Improvements and new features:
Added option to generate system replies in the “Generate reply with GPT” automation action
Enabled AI to call external customer-provided tools
Added ability to view tool call results for all tools
Added scheduled comment indicator on tickets
Added new-ticket notification for initial subscribers added on the new ticket page
Improved ticket identification when replying from external systems like ServiceNow
Showed group memberships on user profile pages
UI/UX Improvements:
Redesigned rule editor
Improved dark-theme dropdown opacity
Allowed Shift+Tab to insert a new line in AI chat
Improved GPT page autofocus and chat button appearance
Minor layout and spacing tweaks across UI
Added help and manual links in various places
Security Updates:
Fixed category permissions in custom reports
API now returns 401 for AdminsOnly/TechsOnly endpoints
Improved URL validation in several areas
Enhanced file-name validation and path traversal protection
Email and Communication:
Added hostname validation on mail server setup
Improved handling of empty filenames in inbound emails
Disabled mail server after DNS errors in Mailchecker
Improved GIF detection and filtering of tiny social-media GIFs in emails
Enhanced reply parsing to avoid creating duplicate tickets
API and Integration Improvements:
Optimized GitLab integration with larger DB columns
Refactored Slack and Teams integrations to use the new HTTP client methods
Improved O365 integration performance via stream-based parsing
Improved Freshdesk rate-limiting handling
Fixed Zapier integration returning empty ticket bodies and added option to choose plain or HTML format
Bug Fixes:
Fixed closedDate being overwritten when status changed to closed
Fixed “Show more tickets” button failing when list was empty
Fixed user lookup issues in popup dialogs and improved cache resets
Fixed memory issues in image processing

Improvements and new features:
Added support for mobile push notifications in the on-premises version (requires new version of the mobile app which is in public beta at the time of release)
Introduced bulk merge option for users
Added new automation action “CSAT rating is X”
Added new automation action for AI-based ticket category suggestion
All charts in reports now have a modern refreshed look
Rewrote the live chat widget in modern JavaScript and reduced its size to under 1 KB
Live chat widget now supports configurable position (left/right)
Grouped automation conditions into logical areas for easier navigation
Improved AI GPT engine with better streaming, caching, and payload handling
UI/UX Improvements:
Improved contrast and padding in the ticket list light theme
Visually indicated disabled categories in the admin area
Added a clearer warning when bulk-deleting users
Improved scheduled replies UI and added link to previously scheduled replies
Unified button spacing in reports and reduced redundant CSS classes
Improved “red” colors in dark theme for better consistency
Further optimized and compressed Inter font files
Improved user search UI and speed
Improved icons and spacing across the interface
Refreshed pie chart styles and accent colors
Fixed formatting and syntax highlighting on print pages
Improved copy-link buttons in various parts of the UI
Updated KB icons, alignment, and search visuals
Enhanced editor layout and behavior when resizing or pasting content
Security Updates:
Added more rules for detecting Google Drive phishing emails
Expanded the list of forbidden file extensions
Improved JS escaping and sanitization to prevent unsafe file operations
SCIM user deactivation fixed for some SSO providers
API and Integration Improvements:
Improved caching and performance for /api/ticket endpoints
Fixed wrong API error when unassigning a ticket via /api/UpdateTicket
Bug Fixes:
Fixed issue with custom prompts in KB GPT chat
Fixed AI custom prompting when

Improvements and new features:
AI support in the live chat widget (enable under in Admin - AI)
API/CustomFields now includes selection options for Selection combo and Multiselect fields
Improved password reset link expiration flow
Added retry logic to "S3 File Exists" for better reliability
Performance Enhancements:
Major SQL performance improvements for grid, especially when sorted by custom fields, faster permission checks, etc
Improved parameterization strategy for better SQL Server count prediction
UI/UX Improvements:
Redesigned outdated support chat widget
Preserving checkboxes in ticket body when editing a ticket
Improved "Live" badge reliability when customer is in the live chat widget
Fixed priority/status selectors in Summary report
Bug Fixes:
Fixed files rendering on new reply in widget
Fixed bug with "Select all tickets not on screen" not applying category filter sometimes
Fixed increment logic for invalid login attempts in session management
More fixes for SAML authentication by secondary email
Don't show deactivated techs in the techs report
API Improvements:
Proper response codes when ticket cannot be closed, updating user not found, parent ticket not found etc
Enhanced error handling and response messaging
System Updates:
Migrated to AWS SDK v4
Upgraded NuGets packages
Added ORM concurrency fixes in Speed report
Code Quality Improvements:
Various readability improvements, unit tests and code cleanups
Fixed broken links in documentation and added missing articles

Improvements and new features:
Added ticket "pin to top" functionality
Added "Sign in with Microsoft Account" OAuth support (zero-config, similar to Sign in with Google)
Implemented SCIM 2.0 support for user provisioning/deprovisioning
Added ability to select categories for MS Teams integration
Added "single logout" SAML support (signing out of Helpdesk also signs out of SAML IdP)
UI/UX Improvements:
Updated "days/hrs/mins ago" to show smarter time formats: "X ago" (less than 5 hrs), "Today at HH:MM", "Yesterday at HH:MM", or full date
Added backdrop blur effect for dropdown menus and modals
Improved contrast-fixer in dark theme for better readability of user emails
Fixed layout issues in Firefox and Chrome (removed ugly outline in Firefox, fixed margin in idea comment box)
Allow setting due date in the past (with confirmation dialog)
Performance Enhancements:
Eliminated jQuery UI dependency for faster page loads
Added cache-control for static files to improve performance
SQL performance: added WITH(NOLOCK) to some frequently accessed queries where dirty reads are acceptable
Several database optimizations
Security Updates:
Added basic outbound antispam protection
Fixed potential XSS vulnerability when creating custom priorities
Prevented data leakage in companies autosuggest for managers in summary reports
Eased some overly strict spam patterns
API Improvements:
Fixed API/UpdateAsset for "type" and "supplier" fields
Fixed displaying "LastUpdatedByUser" in Api/Tickets
Fixed SetCustomFieldForUser API method
Implemented case-insensitive JSON-to-parameter binding in API
Bug Fixes:
Fixed Azure OpenAI integration (requires re-setup in Admin - AI)
Fixed priority name display in Hebrew
Fixed sending WhatsApp messages with no attachments sometimes failing
Fixed ticket-priority coloring after changing it
Fixed IP address filter not working for KB homepage for anonymous users

Important timezone fix for Windows (Linux and macOS were fine)

Improvements and new features:
Ideas forum: admins can now see who upvoted an idea
Made "Time-spent" clickable to open time spent log, with improved stop timer icon
Added closeDate to API /UpdateTicket endpoint
UI/UX Improvements:
Improved grid layout with adjusted padding
Added visual gaps between saved filters
Enhanced company field selection with dynamic loading in user and asset editing
Improved similar KB results design on the new ticket page
Fixed GPT popup layout issues
Bug Fixes:
Fixed on-premise users getting authentication prompts when opening tickets
Fixed changing status to "In progress" from custom status via API
Fixed "more" button in grid tags list
Fixed empty "show original email" for plain text only messages
Fixed confusing empty menu when filtering by tag with no results
Performance Enhancements:
Multiple performance improvements in datetime handling and list operations
Reduced CSS size by 11KB through plugin optimization
System Updates:
Improved validation for date ranges in grid
Disabled interactive checkboxes for closed tickets
Improved WhatsApp image downloading

Improvements and new features:
Added support for using ChatGPT via Azure OpenAI
API enhancement: /api/UpdateUser now supports setting/unsetting user admin status
Made category description more visible on the new ticket page
Bug Fixes:
Fixed image pasting from Outlook
Fixed issue where adding subtickets and linking didn't refresh cache
Removed ETag caching due to conflicts with various updates (time spent, etc.)

Improvements and new features:
Added "time spent" log for every ticket - shows how much time each user logged, and for which status
Added option to close tickets "silently" via automation rules
More flexible ticket scheduling options: "Every N days/weeks/months"
Added tags to Summary Report for each ticket
Added support for customizing the header text color
Added "Disable Ticket Sharing" setting
Added bulk-edit idea status
Show ticket subscribers right away, without the need to click "Reply"
WhatsApp - proper support for incoming images
?? Performance Enhancements:
Optimized grid filtering by tag (was one of the slowest queries)
Limited full text search results to top 500 for better performance
Improved SQL Search performance with optimized query execution plan
?? Security and Permission Updates:
Added user-agent validation to satisfaction rating links
If an admin disables 2FA for a user, it no longer affects admin's own 2FA
Improved email deliverability by limiting attachment sizes
?? User Interface Improvements:
Moved saved filters to sidebar
Prettier "x" icon in tags/badges
Improved responsive design for screens up to 1366px
Added proper border styling when grid filter is active
Close KB and canned response dropdowns after pressing "Enter" or posting
?? Email and Communication:
Fixed images appearing as links in reply emails
Improved detection of useless Outlook signature images
Several fixes for Outlook not grouping Helpdesk replies into threads
Added a note when converting tickets to replies for clarity
?? Bug Fixes:
Fixed downloaded files having "%20" instead of spaces on Mac OS
Fixed bug in "show last comments" in reports
Restored "back" button in new ticket category selector
Fixed location custom fields in new-ticket
Fixed carousel links in attachments thumbnail

Most notable new design improvements:
Reintroduced custom header color
Fixed styling for the selected KB category
Improved sorting of ticket search results
Standardized size for default avatars and picture avatars; enhanced avatar upload popup
Enhanced keyboard navigation in canned responses and KB article dropdowns
KB: Added sticky table of contents
New UI now default for anonymous users
Removed search/title on small screens (as in old design, per user request)
Added "Show original email" to "More" menu
Implemented numerous accessibility improvements for screen readers in the new design
Corrected text indentation in the new design
Fixed sorting in the "Tech stats" report
Resolved issue with sorting grid by status
Adjusted copy button color in dark mode
Addressed issue of long subjects breaking screen layout
Fixed columns, sort by and filter dropdowns on mobile
Various other fixes and improvements
Additional enhancements:
New automation rule "Update ticket body"
"Merge with previous ticket" automation now also allows converting to a reply
API/subtickets now retrieve all tickets, regardless of permissions (matching UI behavior)
Email addresses for new ticket subscribers are now trimmed
Added ability to insert full KB article text (not just link) from KB-Bot auto-suggestion
Automation: New option to auto-merge new tickets into previous tickets with the same subject
Resolved issue of empty ticket body from email
Included Snipe-IT asset name in search suggestions
Implemented email deliverability improvements
Users without permissions for a KB article are now redirected to the login page instead of receiving a 404 error
Summary report filtering by tech now includes secondary assignees

Most notable new design improvements:
Reintroduced custom header color
Fixed styling for the selected KB category
Improved sorting of ticket search results
Standardized size for default avatars and picture avatars; enhanced avatar upload popup
Enhanced keyboard navigation in canned responses and KB article dropdowns
KB: Added sticky table of contents
New UI now default for anonymous users
Removed search/title on small screens (as in old design, per user request)
Added "Show original email" to "More" menu
Implemented numerous accessibility improvements for screen readers in the new design
Corrected text indentation in the new design
Fixed sorting in the "Tech stats" report
Resolved issue with sorting grid by status
Adjusted copy button color in dark mode
Addressed issue of long subjects breaking screen layout
Fixed columns, sort by and filter dropdowns on mobile
Various other fixes and improvements
Additional enhancements:
New automation rule "Update ticket body"
"Merge with previous ticket" automation now also allows converting to a reply
API/subtickets now retrieve all tickets, regardless of permissions (matching UI behavior)
Email addresses for new ticket subscribers are now trimmed
Added ability to insert full KB article text (not just link) from KB-Bot auto-suggestion
Automation: New option to auto-merge new tickets into previous tickets with the same subject
Resolved issue of empty ticket body from email
Included Snipe-IT asset name in search suggestions
Implemented email deliverability improvements
Users without permissions for a KB article are now redirected to the login page instead of receiving a 404 error
Summary report filtering by tech now includes secondary assignees