You're browsing the documentation for an old version of SupportPal. Consider upgrading to the [latest version](https://docs.supportpal.com/current/Documentation+Home). 

# Upgrading to 2.6 from 2.5

  This upgrade guide is aimed at those upgrading from the last series (2.5) to 2.6.0. Upgrading from an earlier version is possible, but there may then be more important and breaking changes than listed below. 

**Estimated Upgrade Time: 30 Minutes.**

  **Backup!**  
 Before attempting an upgrade, please take a backup of both your SupportPal database and all associated SupportPal files, then verify the backup is valid (not corrupt). 

## What's New?

View the [2.6 Release Notes](2.6+Release+Notes) for the improvements in this series.

## Facebook Permission Deprecated

On December 31st 2019, Facebook will [deprecate](https://developers.facebook.com/docs/facebook-login/permissions/#reference-read_page_mailboxes) one of the permissions that we previously used to handle the downloading of messages which are sent to your Facebook page.

This version makes use of the newer `pages_messaging` permission in its place. After upgrading, you **must** request a new access token for all of your pages/apps and then complete the [App Review](Facebook+Channel#FacebookAppReview-Messages) again (messages part only). Messages sent to your page may not be accepted or processed correctly until this permission has been granted through the Facebook app review process.

## Email Template Changes

  The upgrader will attempt to automatically update the email templates if they have not been modified, but this section is still relevant if it mentions it was unable to update or you've added a custom/translated version of the templates. 

#### New ticket opened

The 'New ticket opened' email template has been updated to show a different message when the ticket was opened on behalf of a user by an operator. Should you need to manually update the template or your own version of it, view the HTML source of the template (click `<>`, the first icon, in the editor toolbar) and replace the relevant block with the following.

```

    {% if ticket.user_id == ticket.firstMessage.user_id %}
    We have received your request and someone will be looking at it shortly. We are committed to resolving every ticket as promptly as possible, and we encourage you to let us know if you have any additional concerns or questions{% if not ticket.department.disable_user_email_replies %} by replying to this email{% endif %}.
    {% else %}
    A new ticket has been created on your behalf. {% if not ticket.department.disable_user_email_replies %}You can add a comment by replying to this email.{% endif %}
    {% endif %}

```

#### Confirm your new email address

The 'Confirm your new email address' email template has been updated as part of our security related changes. Should you need to manually update the template or your own version of it, view the HTML source of the template (click `<>`, the first icon, in the editor toolbar) and replace the whole template with the following.

```

    Dear {{ user.formatted_name }},<br>
    <br>
    A request to change the email address on your account has been made.<br>
    <br>
    If you made this change, please confirm your new email address by clicking the link below:<br>
    <a href="{{ confirmation_link }}">{{ confirmation_link }}</a><br>
    <br>
    The above link will be valid for the next 24 hours. If the change is not confirmed, the email address on the account will remain the same.<br>
    <br>
    Kind Regards,<br>
    <strong>{{ brand.name }}</strong>

```