| Version | Change log |
| HelpDesk 11.19.9557.2 Mar 2, 2026 |
Improvements and new features: Added more powerful Summary report scheduling to send multiple reports to any users or email addresses Added new API methods for time tracking: TimeSpentLog and AddTimeSpent Moved desktop notifications to Web Push API with an improved “enable notifications” prompt Added a new automation trigger when a ticket subject or body is edited Allow renaming user groups Asset search now returns all results instead of only the first 50 Pie charts now show both percentage and the actual count Added an optional “Include Custom Fields” setting to the Power BI connector dataset Added more guidance on the User/Token page on how to use API tokens Various performance improvements UI/UX Improvements: Improved AI chat UI with collapsible “thinking” sections and a clearly marked draft reply Improved image lightbox experience, including restored next/previous navigation and keyboard controls Redesigned Search/Summary and other report forms for a cleaner look (including mobile improvements) Improved the mailboxes page layout and refined the “Add mailbox” dialog Ticket export now includes links to advanced filtering options for easier discovery Prevent admins from accidentally removing their own admin rights while editing their profile Improved scrolling and layout on the new ticket page for long category lists Show status in grid filters even if the user can’t select it, when it already appears in the grid Security Updates: Improved HTML sanitization to reduce false-positive security bans while keeping content safe Obfuscated OAuth secrets in configuration Email and Communication: Added a retry mechanism for SMTP sending when the first attempt fails Send an alert to admins when an inbound mailbox is disabled due to repeated errors Send mail server error alerts even if the admin has email notifications disabled Indicate when a comment came from a non-subscriber in email notifications Fixed a Microsoft Teams notification subject line issue Al |
| HelpDesk 11.18.9509.1 Jan 13, 2026 |
Improvements and new features: Migrated the on-premise product and documentation to .NET 10, including updated hosting bundle links and setup messages Bulk import KB articles from DOCX files Advanced calendar sync for ticket due dates with Google, Microsoft, and Apple calendars Added TimeSpentInSeconds to the tickets API Support user groups in category visibility rules and improved category editing Allow assigning users to tickets via email using #assign:username# syntax Support searchable select dropdowns for custom fields with better validation and performance Added support for Claude Sonnet 4.5 and AWS Bedrock as AI providers AI integration can now analyze image attachments and extract data Added option to increment numeric custom fields via automation rules New automation rule to send Microsoft Teams notifications with more control Importing users from CSV now supports user custom fields Preserve email address casing when sending emails Allow custom statuses without visible buttons for automation-only workflows UI/UX Improvements: Improved image carousel and fixed multiple JavaScript errors Redesigned and polished several admin pages and dashboard views Improved autocomplete and replaced legacy jQuery components with modern JavaScript Better styling for comments, indicators, required field markers, and editor toolbars Less confusing dashboard layout and clearer labels across admin pages Improved UX for user creation, validation, and password generation Searchable select controls now have better contrast, spacing, and keyboard support Fixed layout and styling issues in AI chat, KB previews, and reports Security Updates: Multiple XSS hardening and HTML sanitization improvements Improved antispam protections for trials, email intake, and automation rules Hide restricted custom fields when creating tickets with category IDs in URLs Migrated legacy hashing and authentication code to stronger algorithms Prevent outbound emails to noreply addresses and malformed email |
| HelpDesk 11.17.9425.2 Nov 13, 2025 |
Improvements and new features: Added option to generate system replies in the “Generate reply with GPT” automation action Enabled AI to call external customer-provided tools Added ability to view tool call results for all tools Added scheduled comment indicator on tickets Added new-ticket notification for initial subscribers added on the new ticket page Improved ticket identification when replying from external systems like ServiceNow Showed group memberships on user profile pages UI/UX Improvements: Redesigned rule editor Improved dark-theme dropdown opacity Allowed Shift+Tab to insert a new line in AI chat Improved GPT page autofocus and chat button appearance Minor layout and spacing tweaks across UI Added help and manual links in various places Security Updates: Fixed category permissions in custom reports API now returns 401 for AdminsOnly/TechsOnly endpoints Improved URL validation in several areas Enhanced file-name validation and path traversal protection Email and Communication: Added hostname validation on mail server setup Improved handling of empty filenames in inbound emails Disabled mail server after DNS errors in Mailchecker Improved GIF detection and filtering of tiny social-media GIFs in emails Enhanced reply parsing to avoid creating duplicate tickets API and Integration Improvements: Optimized GitLab integration with larger DB columns Refactored Slack and Teams integrations to use the new HTTP client methods Improved O365 integration performance via stream-based parsing Improved Freshdesk rate-limiting handling Fixed Zapier integration returning empty ticket bodies and added option to choose plain or HTML format Bug Fixes: Fixed closedDate being overwritten when status changed to closed Fixed “Show more tickets” button failing when list was empty Fixed user lookup issues in popup dialogs and improved cache resets Fixed memory issues in image processing |
| HelpDesk 11.16.9425.2 Oct 21, 2025 |
Improvements and new features: Added support for mobile push notifications in the on-premises version (requires new version of the mobile app which is in public beta at the time of release) Introduced bulk merge option for users Added new automation action “CSAT rating is X” Added new automation action for AI-based ticket category suggestion All charts in reports now have a modern refreshed look Rewrote the live chat widget in modern JavaScript and reduced its size to under 1 KB Live chat widget now supports configurable position (left/right) Grouped automation conditions into logical areas for easier navigation Improved AI GPT engine with better streaming, caching, and payload handling UI/UX Improvements: Improved contrast and padding in the ticket list light theme Visually indicated disabled categories in the admin area Added a clearer warning when bulk-deleting users Improved scheduled replies UI and added link to previously scheduled replies Unified button spacing in reports and reduced redundant CSS classes Improved “red” colors in dark theme for better consistency Further optimized and compressed Inter font files Improved user search UI and speed Improved icons and spacing across the interface Refreshed pie chart styles and accent colors Fixed formatting and syntax highlighting on print pages Improved copy-link buttons in various parts of the UI Updated KB icons, alignment, and search visuals Enhanced editor layout and behavior when resizing or pasting content Security Updates: Added more rules for detecting Google Drive phishing emails Expanded the list of forbidden file extensions Improved JS escaping and sanitization to prevent unsafe file operations SCIM user deactivation fixed for some SSO providers API and Integration Improvements: Improved caching and performance for /api/ticket endpoints Fixed wrong API error when unassigning a ticket via /api/UpdateTicket Bug Fixes: Fixed issue with custom prompts in KB GPT chat Fixed AI custom prompting when |
| HelpDesk 11.14.9326.2 Jul 14, 2025 |
Improvements and new features: AI support in the live chat widget (enable under in Admin - AI) API/CustomFields now includes selection options for Selection combo and Multiselect fields Improved password reset link expiration flow Added retry logic to "S3 File Exists" for better reliability Performance Enhancements: Major SQL performance improvements for grid, especially when sorted by custom fields, faster permission checks, etc Improved parameterization strategy for better SQL Server count prediction UI/UX Improvements: Redesigned outdated support chat widget Preserving checkboxes in ticket body when editing a ticket Improved "Live" badge reliability when customer is in the live chat widget Fixed priority/status selectors in Summary report Bug Fixes: Fixed files rendering on new reply in widget Fixed bug with "Select all tickets not on screen" not applying category filter sometimes Fixed increment logic for invalid login attempts in session management More fixes for SAML authentication by secondary email Don't show deactivated techs in the techs report API Improvements: Proper response codes when ticket cannot be closed, updating user not found, parent ticket not found etc Enhanced error handling and response messaging System Updates: Migrated to AWS SDK v4 Upgraded NuGets packages Added ORM concurrency fixes in Speed report Code Quality Improvements: Various readability improvements, unit tests and code cleanups Fixed broken links in documentation and added missing articles |
| HelpDesk 11.10.9250.1 Apr 29, 2025 |
Improvements and new features: Added ticket "pin to top" functionality Added "Sign in with Microsoft Account" OAuth support (zero-config, similar to Sign in with Google) Implemented SCIM 2.0 support for user provisioning/deprovisioning Added ability to select categories for MS Teams integration Added "single logout" SAML support (signing out of Helpdesk also signs out of SAML IdP) UI/UX Improvements: Updated "days/hrs/mins ago" to show smarter time formats: "X ago" (less than 5 hrs), "Today at HH:MM", "Yesterday at HH:MM", or full date Added backdrop blur effect for dropdown menus and modals Improved contrast-fixer in dark theme for better readability of user emails Fixed layout issues in Firefox and Chrome (removed ugly outline in Firefox, fixed margin in idea comment box) Allow setting due date in the past (with confirmation dialog) Performance Enhancements: Eliminated jQuery UI dependency for faster page loads Added cache-control for static files to improve performance SQL performance: added WITH(NOLOCK) to some frequently accessed queries where dirty reads are acceptable Several database optimizations Security Updates: Added basic outbound antispam protection Fixed potential XSS vulnerability when creating custom priorities Prevented data leakage in companies autosuggest for managers in summary reports Eased some overly strict spam patterns API Improvements: Fixed API/UpdateAsset for "type" and "supplier" fields Fixed displaying "LastUpdatedByUser" in Api/Tickets Fixed SetCustomFieldForUser API method Implemented case-insensitive JSON-to-parameter binding in API Bug Fixes: Fixed Azure OpenAI integration (requires re-setup in Admin - AI) Fixed priority name display in Hebrew Fixed sending WhatsApp messages with no attachments sometimes failing Fixed ticket-priority coloring after changing it Fixed IP address filter not working for KB homepage for anonymous users |
| HelpDesk 11.9.9224.38 Apr 3, 2025 | Important timezone fix for Windows (Linux and macOS were fine) |
| HelpDesk 11.6.9161.20 Jan 30, 2025 |
Improvements and new features: Ideas forum: admins can now see who upvoted an idea Made "Time-spent" clickable to open time spent log, with improved stop timer icon Added closeDate to API /UpdateTicket endpoint UI/UX Improvements: Improved grid layout with adjusted padding Added visual gaps between saved filters Enhanced company field selection with dynamic loading in user and asset editing Improved similar KB results design on the new ticket page Fixed GPT popup layout issues Bug Fixes: Fixed on-premise users getting authentication prompts when opening tickets Fixed changing status to "In progress" from custom status via API Fixed "more" button in grid tags list Fixed empty "show original email" for plain text only messages Fixed confusing empty menu when filtering by tag with no results Performance Enhancements: Multiple performance improvements in datetime handling and list operations Reduced CSS size by 11KB through plugin optimization System Updates: Improved validation for date ranges in grid Disabled interactive checkboxes for closed tickets Improved WhatsApp image downloading |
| HelpDesk 11.4.9120.21 Dec 20, 2024 |
Improvements and new features: Added support for using ChatGPT via Azure OpenAI API enhancement: /api/UpdateUser now supports setting/unsetting user admin status Made category description more visible on the new ticket page Bug Fixes: Fixed image pasting from Outlook Fixed issue where adding subtickets and linking didn't refresh cache Removed ETag caching due to conflicts with various updates (time spent, etc.) |
| HelpDesk 11.3.9116.32 Dec 17, 2024 |
Improvements and new features: Added "time spent" log for every ticket - shows how much time each user logged, and for which status Added option to close tickets "silently" via automation rules More flexible ticket scheduling options: "Every N days/weeks/months" Added tags to Summary Report for each ticket Added support for customizing the header text color Added "Disable Ticket Sharing" setting Added bulk-edit idea status Show ticket subscribers right away, without the need to click "Reply" WhatsApp - proper support for incoming images ?? Performance Enhancements: Optimized grid filtering by tag (was one of the slowest queries) Limited full text search results to top 500 for better performance Improved SQL Search performance with optimized query execution plan ?? Security and Permission Updates: Added user-agent validation to satisfaction rating links If an admin disables 2FA for a user, it no longer affects admin's own 2FA Improved email deliverability by limiting attachment sizes ?? User Interface Improvements: Moved saved filters to sidebar Prettier "x" icon in tags/badges Improved responsive design for screens up to 1366px Added proper border styling when grid filter is active Close KB and canned response dropdowns after pressing "Enter" or posting ?? Email and Communication: Fixed images appearing as links in reply emails Improved detection of useless Outlook signature images Several fixes for Outlook not grouping Helpdesk replies into threads Added a note when converting tickets to replies for clarity ?? Bug Fixes: Fixed downloaded files having "%20" instead of spaces on Mac OS Fixed bug in "show last comments" in reports Restored "back" button in new ticket category selector Fixed location custom fields in new-ticket Fixed carousel links in attachments thumbnail |
