| Version | Change log |
| HelpDesk 11.17.9425.2 Nov 13, 2025 |
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 |
| HelpDesk 11.16.9425.2 Oct 21, 2025 |
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 |
| HelpDesk 11.14.9326.2 Jul 14, 2025 |
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 |
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