Request search has been significantly improved with faster performance, better indexing, and more flexible sorting options. Watch the demo video to see these enhancements in action.
We've made request searching faster by optimizing the indexing of request data.
Request full text search now includes a much more complete index of data. Attachment names, customer information, text custom field data and the request history are all indexed.
Full text search of requests can now be sorted by chronological order or by relevancy. This allows you to quickly find the exact request you're looking for.
Full text search results now include a snippet of the matching terms in the search preview along with highlighting of matched terms.
New AI Auto Categorization Mode
Auto Categorization gets a new suggest mode that lets you try it out before fully committing, plus new tools to fine-tune category descriptions for better accuracy. Watch the demo video to learn more.
Auto Categorization now supports 3 modes, disabled, suggest category and auto categorize. The new suggest category feature places a category suggestion in the request history with a clickable link to assign the category. This mode is great for trying out auto categorization before fully turning it on.
Auto Categorization now allows you to edit and view the data used for categorization as well. A new "Category Description for AI" field allows you to review and edit the automatically generated category description that helps the AI understand what types of requests belong in a category.
Rejected Email Tracking
We have a new dashboard that allows you to view emails that were rejected by HelpSpot. This allows you to seamlessly manage these emails without having to dig into logs and mailboxes.
Other Enhancements
The admin panel now has an interface for clearing cache locks on worker processes. This is useful for debugging mail flow issues.
Added a new "Any staff member can reply publicly" setting. When enabled, any active staff member who replies to a notification email will have their reply treated as public. When disabled, only the assigned staff member can reply publicly.
The account creation form on the portal has been enhanced with additional validation and hints.
SAML logins are now logged in the Audit Log for debugging purposes.
Bug Fixes
The virtual archive setting is now applied to filter previews, limiting the number of requests shown to the specified date range.
Fixed issue where an apostrophe in a KB title prevented linking to a KB article in the request interface.
ListItems from drilldown fields are now returned during the request.GetCustomFields API call.
XML API outputs are now better sanitized to prevent invalid element names.
Upgrade Notes
This release rebuilds the full text index for Request. This process is run in the background and will be completed while the rest of HelpSpot runs normally. Is is expected though to have incomplete search results for 10-15 minutes on an average installation.
