You're browsing the documentation for an old version of SupportPal. Consider upgrading to the latest version.
|Release Date||7th December 2016|
Please read Upgrading to 2.1 from 2.0 for important changes in this release.
Brands - Support many brands from a single installation of SupportPal, users won't be aware that the brands are connected to the same backend.
- Many frontends, single backend - It's possible to create a personalised frontend for each brand, with its own unique self-service area.
- User accounts per brand - User accounts are split per brand to allow you to capture different information (profile and custom fields) for each brand.
- Departments shared - Departments are shared between brands, to keep things organised in the interface. Operators can be assigned to brands and brands assigned to departments to provide permissions on who can view and reply to tickets from each brand.
- Per-brand email templates - Write personalised email templates specific for each brand.
- Assign operator groups to departments - In an effort to make managing assigned operators to departments easier to manage, we now allow assigning whole operator groups to a department.
- Context-specific signatures - Create signatures that are used when a ticket has a specific department or is for a specific brand instead of your default signature.
- Organisation custom fields - Capture the information you require by creating organisation custom fields that show on the organisation profile page.
- Default ticket filter - Set a personal default ticket filter that is used for the "Manage Tickets" link in the navigation.
- Export and print options for reports - Buttons have been added to download (as CSV or XLS), export as PDF or print the data from table-based reports.
- WHMCS plugin - The plugin now shows more useful information such as the client's profile in WHMCS, domains, invoices and quotes, and also adds the option to create an invoice straight from the operator panel. The plugin now supports connecting to multiple WHMCS installations (set as one per brand).
- Language file changes (from 2.0.3)
- Frontend template changes (from 2.0.3)
- Operator template changes (from 2.0.3)
|Feature||DEV-410||Context-specific ticket signatures for operators.|
|Feature||DEV-450||Set a default ticket filter for the "Manage Tickets" link.|
|Feature||DEV-685||Support multiple brands in a single help desk installation.|
|Feature||DEV-836||Custom fields for organisations.|
|Feature||DEV-882||A default reply option status that is used on any user replies after the ticket is opened.|
|Feature||DEV-954||Option to select a colour for ticket tags.|
|Feature||DEV-1013||Tickets opened by organisations report.|
|Feature||DEV-1108||Assign operator groups to departments.|
|Feature||DEV-1159||Ability to connect to different HipChat/Slack rooms/channels based on ticket brand.|
|Feature||DEV-1169||Options to export and print data from reports.|
|Improvement||DEV-680||Updated database charset to utf8mb4.|
|Improvement||DEV-756||The ticket grid sidebar now updates every minute and on any action.|
|Improvement||DEV-786||Added support for PHP 7.|
|Improvement||DEV-815||Added option to only reply to ticket user and not CC'ed addresses.|
|Improvement||DEV-850||Close buttons now redirect back to the grid.|
|Improvement||DEV-871||Added polling on frontend ticket view.|
|Improvement||DEV-891||Improved system requirements for IPv6 and sockets.|
|Improvement||DEV-915||Improved JS for actions to ticket messages such as editing and quoting.|
|Improvement||DEV-901||Improved WHMCS plugin with several new features and options.|
|Improvement||DEV-936||Added option to jump to reply section when scrolling a ticket's messages.|
|Improvement||DEV-946||Can now view a user even if the edit user permission is unticked.|
|Improvement||DEV-956||Added Iconv as a required PHP extension.|
|Improvement||DEV-967||Added recent filters, tickets and users to the header navigation.|
|Improvement||DEV-969||Made it more clear when posting a ticket reply or note.|
|Improvement||DEV-970||Now uses last grid URL when redirecting back to grid.|
|Improvement||DEV-971||Now trim the URL in HipChat/Slack Notifications plugin.|
|Improvement||DEV-976||Adjusted the default email options for new departments.|
|Improvement||DEV-977||Replying to a closed ticket now uses the ticket reply email template if the closed by operator email template is disabled.|
|Improvement||DEV-985||Now shows the from, to and cc email addresses for imported email messages.|
|Improvement||DEV-1007||Redactor now allows use of anchors.|
|Improvement||DEV-1035||Now shows a simple maintenance page if the help desk is installed and database is unreachable.|
|Improvement||DEV-1049||Added related self-service articles to the API.|
|Improvement||DEV-1066||Links are now only shrunk in Redactor if above 255 characters.|
|Improvement||DEV-1068||Added option to pre-select a user in the open new ticket page.|
|Improvement||DEV-1071||Added a consume all option for email piping.|
|Improvement||DEV-1077||Added ticket token as a merge field.|
|Improvement||DEV-1081||Can now add functions and properties to the mailer twig security policy.|
|Improvement||DEV-1100||Added user conditions to tickets-based reports filtering.|
|Improvement||DEV-1123||Added option to move storage/logs directory.|
|Improvement||DEV-1125||The canned response search box is now auto-focused when opened.|
|Improvement||DEV-1126||Removed many cases of concatenated translation strings.|
|Improvement||DEV-1132||Disabled row ordering when filtering a table.|
|Improvement||DEV-1146||Making more use of the codemirror code view in Redactor throughout the application.|
|Improvement||DEV-1167||Now logs if the status on ticket is updated on user reply.|
|Bug||DEV-607||Can't insert merge fields in to the code editor view of redactor.|
|Bug||DEV-650||Searching for a user on the open new ticket page can be slow.|
|Bug||DEV-743||Preview button in email templates changes button text for all textareas.|
|Bug||DEV-888||Special characters in report charts show as html entities.|
|Bug||DEV-908||Exceptions in the cron render as HTML.|
|Bug||DEV-931||Doesn't check if back URL is valid after logging in.|
|Bug||DEV-935||Operator groups settings are not manageable when user groups permission is unticked.|
|Bug||DEV-948||Can search for users and tickets when relevant permission doesn't exist.|
|Bug||DEV-953||Multiple body parts in imported email defaults to text/plain.|
|Bug||DEV-959||Inline file attachments is sometimes ignored by the email parser.|
|Bug||DEV-965||Canned response search not working with MySQL 5.6+.|
|Bug||DEV-973||Unable to save a draft message with the tickets API.|
|Bug||DEV-989||Twitter messages expanding and displaying incorrectly in some cases.|
|Bug||DEV-1017||Ticket notifications are shown for departments you don't belong to and tickets you aren't assigned to.|
|Bug||DEV-1024||Unable to upgrade when 2FA is enabled.|
|Bug||DEV-1025||Custom admin folder name not supported in upgrader.|
|Bug||DEV-1026||Take account of pretty URLs setting when generating links used in emails.|
|Bug||DEV-1029||Unable to clear a password from ticket custom field.|
|Bug||DEV-1030||Redactor should not be auto-focused in some situations.|
|Bug||DEV-1031||Unable to update model on modal pre-event.|
|Bug||DEV-1033||Locked custom fields are required.|
|Bug||DEV-1038||Drafting a note shows as 'drafting a reply' to other operators.|
|Bug||DEV-1040||Unable to use user organisation in automatic macro.|
|Bug||DEV-1050||Issue with sidebar badges on the ticket grid page if the names are too long.|
|Bug||DEV-1053||Custom field values are sometimes truncated.|
|Bug||DEV-1054||Updating department and then assigning operator via automatic macro checks old department assignment.|
|Bug||DEV-1061||Operator name sometimes loses a character in also viewing text.|
|Bug||DEV-1063||Unable to create numeric tags.|
|Bug||DEV-1064||Case sensitivity on ticket tags results in SQL Exception.|
|Bug||DEV-1089||Sometimes long passwords are truncated by database.|
|Bug||DEV-1094||Can't empty the default assigned operators for a department.|
|Bug||DEV-1101||Child department ignoring parent email template in some situations.|
|Bug||DEV-1122||Storage path hard-coded in system requirements.|
|Bug||DEV-1124||All operators still emailed despite default assigned on a new ticket.|
|Bug||DEV-1128||Ticket message content hidden in some circumstances.|
|Bug||DEV-1131||Deleting an SLA plan will delete any tickets that use that SLA plan currently.|
|Bug||DEV-1137||Unable to search more than one word when clicking show all results in operator search.|
|Bug||DEV-1150||Character encoding issue with clipping ticket replies via email.|
|Bug||DEV-1151||Closing ticket doesn't clear SLA plan escalations in some situations.|
|Bug||DEV-1156||Send email options on storing ticket message via API cannot be changed.|
|Bug||DEV-1161||Filtering tickets on user edit page loses user context.|
|Bug||DEV-1183||Validating the frontend logo can be troublesome when using a relative path.|
|Bug||DEV-1192||Attachments don't work when using 'Send Email' on user page.|