5.x Release Notes

Releases

What's New?

The 5 series brings several improvements:

• PHP 8.2, 8.3 and 8.4 Support
  The new minimum requirement is PHP 8.1.
• 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
  Switch to a different search driver such as Algolia or Meilisearch.
• Right-to-left Language Support
  Languages which are written right-to-left (RTL) are now fully supported on the frontend and operator panel.
• Improved Notification Preferences
  The operator notification system has been improved to allow for more granular control over notifications, including different notification preferences for different departments through Department Subscriptions.
• Improved Email Parser
  The email parser has several new methods of detecting a ticket reply, making it no longer necessary to include the ticket number in the email templates.
• Updated Help Widget
  The help widget channel has been rewritten with the latest libraries and given a new lick of paint. Users can now attach files when contacting you and the Javascript API has been expanded.
• Pinned Ticket Messages
  Messages and notes can be pinned to the top of a ticket allowing you, and other staff members, to quickly jump to important parts of the conversation.
• Improved Ticket Grid Filtering
  You can now use the 'Filter' option on the ticket grid when already viewing a ticket filter, making it possible to modify the filtering conditions being applied. It also now supports multiple condition groups or more complex logic. New ticket filters can now also be easily created from custom filtering in the ticket grid.
• 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.
• Additional Captcha Options
  Cloudflare Turnstile and hCaptcha are now supported captcha options.