SupportPal Documentation

Upgrading to 2.6 from 2.5

Contents

Estimated Upgrade Time: 30 Minutes.

What's New?

View the 2.6 Release Notes for the improvements in this series.

Facebook Permission Deprecated

On December 31st 2019, Facebook will deprecate 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 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

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 }},

A request to change the email address on your account has been made.

If you made this change, please confirm your new email address by clicking the link below:
{{ confirmation_link }}

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.

Kind Regards,
{{ brand.name }}