SupportPal Docs

5.0.0

Release Details

Release Date 22nd August 2023
Release Type Stable - Major

Important Notes

Please read Upgrading to 5.0 from 4.2 for important changes in this release.

Notable Changes

Features

  • Minimum PHP 8.1 Required
  • Reports
    New reports framework, with multiple dashboards per report and multiple cards per dashboard. Offers new card options, better timeframe options, and the ability to show underlying data for a card.
  • Search Drivers
    You can now utilise Algolia or Meilisearch as the driver for searches in the system.
  • Improved SLA Target Options
    SLA plans have a new 'next reply time' target option, that lets you set a target time for the next operator reply (after the first reply) since the user's last unanswered message. SLA targets can now also be left blank, if for example you do not want to set a due time for the resolution of the ticket, but just for the next reply to the ticket.
  • Ticket Reply/Resolve Due Times
    The due time for the next reply to the ticket and for its resolution are now shown separately. Escalation rules can now specifically target either the reply due time or resolve due time being breached, if you wish to perform different actions in either case.
  • Additional User Email Addresses
    Users can now set more than one email address on their profile, which can be used when parsing incoming emails. This is useful in cases where the user may contact you from different email addresses. Email addresses are also now kept and combined when merging users.

Resource Changes

Changelog

Type Issue Description
Feature helpdesk#3144 Add a clear 'locks' command
Feature helpdesk#3131 Persist addons on docker container installed via marketplace
Feature helpdesk#3123 User organisation invitation system
Feature helpdesk#3095 High availability support via Docker
Feature helpdesk#3068 Support for sql_require_primary_key / innodb_force_primary_key
Feature helpdesk#3065 Use multiple entrypoint scripts in Docker Microservice
Feature helpdesk#3061 Integrate Meilisearch & Algolia
Feature helpdesk#2829 Ability to restore to a different database connection
Feature helpdesk#2803 Register health checks via addons
Feature helpdesk#2341 Ability to create frontend views via addons
Feature helpdesk#2613 Allow multiple email addresses per user
Feature helpdesk#2704 Mark as read/unread ticket grid option
Improvement helpdesk#3147 Add MAILTO directive to Docker Monolithic cron
Improvement helpdesk#3143 Export & print report card data
Improvement helpdesk#3128 Set created_at on ticket messages via API
Improvement helpdesk#3113 Add filter condition for 'ticket has follow up'
Improvement helpdesk#3112 Add permission for internal messaging
Improvement helpdesk#3109 Force users invited to organisation to set their own password
Improvement helpdesk#3100 Allow filtering by 'Public' and 'Operator Group' fields when viewing all macros
Improvement helpdesk#3099 Allow filtering by 'Operator Group' when viewing all canned responses
Improvement helpdesk#3096 Add linked tickets to ticket/ticket API endpoint response
Improvement helpdesk#3093 Ability to store phone number when creating user via SAML
Improvement helpdesk#3090 Add new ticket events to hook macro event options
Improvement helpdesk#3085 Increase minimum DB version to MySQL 5.7 and MariaDB 10.2
Improvement helpdesk#3082 Autofill ticket number when redirected to track ticket page
Improvement helpdesk#3079 Only show operator login notifications to operators within same brands
Improvement helpdesk#3077 Use exponential back off when email queue entries fail to send
Improvement helpdesk#3073 Allow using mentions in follow up, macro and SLA plan actions
Improvement helpdesk#3072 Increase docker compose php-fpm process manager defaults
Improvement helpdesk#3062 Enable Meilisearch search driver in Docker Monolithic
Improvement helpdesk#3046 Update ca bundle in Docker
Improvement helpdesk#3038 Keyboard shortcut for posting reply to ticket
Improvement helpdesk#3036 Prevent search engines from indexing the operator panel
Improvement helpdesk#3033 Change prompt to 'login' for Microsoft OAuth tokens
Improvement helpdesk#3025 Ability to configure PHP binary used by system update and marketplace
Improvement helpdesk#3022 App update should perform backup after checking if update is available
Improvement helpdesk#3017 Combine verbose email log and app debug option
Improvement helpdesk#2995 Support for setting a dark mode favicon
Improvement helpdesk#2963 Hide frontend search if no article self-service types exist
Improvement helpdesk#2914 Disable HTTPS_ENABLED by default in Docker monolithic
Improvement helpdesk#2848 Add activity log messages to add-on manager
Improvement helpdesk#2847 Prevent ticket number collisions
Improvement helpdesk#2692 Replace operator ticket polling with broadcast events
Improvement helpdesk#2647 Include articles in operator search
Improvement helpdesk#2385 SLA plan, due time and breach reporting improvements
Improvement helpdesk#3107 Synchronise template mode with operating system by default
Improvement helpdesk#2347 Copy article search improvements to operator ticket search
Improvement helpdesk#3075 Improved logging for updating ticket tags
Bug helpdesk#3163 Article incorrectly shown as rated when an unauthenticated user rates it once
Bug helpdesk#3158 Fatal PHP error when Twilio message has new line
Bug helpdesk#3146 Incorrect user IP address stored when replying via API
Bug helpdesk#3145 Incorrect ordering of private messages
Bug helpdesk#3135 PHP mail() doesn't work on Docker Microservice
Bug helpdesk#3132 Email parser fails to decode some base64 encoded emails
Bug helpdesk#3125 Addon marketplace errors when a new category is added to marketplace.supportpal.com
Bug helpdesk#3124 Line feeds removed when pasting into editor
Bug helpdesk#3122 Download All doesn't handle multiple files with the same name
Bug helpdesk#3121 Trailing line feeds present in email attachments
Bug helpdesk#3120 PHP TypeError when processing broken address lists
Bug helpdesk#3111 Unable to assign a priority to no frontend departments
Bug helpdesk#3098 Error when trying to merge multiple linked tickets together
Bug helpdesk#3092 Fatal error when removing user from organisation via frontend
Bug helpdesk#3089 Nested HTML documents lost when ran through HTMLPurifier
Bug helpdesk#3087 Wrong old status showing on closing inactive ticket log entries
Bug helpdesk#3086 Database requirements skipped when using JSON config file on CLI install
Bug helpdesk#3084 Exception when searching canned responses for a specific tag and trying to show more results
Bug helpdesk#3076 sv stop fails to correctly stop some services on docker monolithic
Bug helpdesk#3071 Invalid RFC822 From address results in empty user email address
Bug helpdesk#3066 Plugin routes defined in nolocale.php give 404 Not Found
Bug helpdesk#3060 Don't save keys when saving custom field values with options
Bug helpdesk#3058 Pusher validate authentication fails when encryption used
Bug helpdesk#3057 Call to a member function render() on null
Bug helpdesk#3054 Catastrophic regex backtracking when using app.embed_data_uri
Bug helpdesk#3052 Calling opcache_reset() from php-cli doesn't reset php-fpm processes
Bug helpdesk#2891 Editor focus lost after creating list via menu items
Bug helpdesk#2596 Users created from CC address do not respect organisation domains
Bug helpdesk#1771 Validation doesn't require department email per brand
Performance helpdesk#3161 Store metrics for reports
Performance helpdesk#3160 Frontend email history is slow to load
Performance helpdesk#3080 Improve performance of multi-user notifications
Performance helpdesk#3070 Cron causes high CPU usage on Docker Monolithic
Performance helpdesk#3069 Don't keep retrying marketplace if it times out
Performance helpdesk#2322 Use server-side pagination to load table based reports