Sign up below and we'll send you a special email for every new HelpSpot release.

01-19-2021 / HelpSpot 5.0.61

If you are upgrading from version 4.x you need to make sure you have upgraded to version 4.9.5 before upgrading.

Potentially Breaking Changes Upgrading From Version 4

  • Read through the upgrade documentation found here before continuing as there are a number of major changes.
  • Forums have been removed. HelpSpot will provide an export option and we recommend moving forums to one of the many purpose-built forum platforms. Here at Userscape we use Discourse (https://www.discourse.org/).
  • Tokens in templates and responses are now delimited by double “{“ characters. Existing responses and templates will be automatically converted. However, if you are using an external text macro tool, for example, you may need to make updates.
  • Admin Themes have been removed and have been replaced with custom admin JS and CSS settings.
  • Custom portal templates need to be updated

Enhancements

  • Added redirect for deep links when using SAML authentication
  • Add env option for skipping collecting mail in the scheduler.

Bug Fixes

  • Dark mode improvements for KB modal
  • Changed background on active reporting tags in dark mode
  • Remove MySQL version check when showing search tips
  • Fixed direct links to request history items
  • Corrected issue with checkbox changes being recorded in request history when not changes in MSSQL installations
  • Instant reply is now parsed properly in the note history.
  • Added helper configs for linux installation
  • Fixed issue with character set in Mail Rule conditions.
  • Fixed MySQL backup and restore on Windows bundled mysql upgrades.


01-19-2021 / HelpSpot 5.0.62

If you are upgrading from version 4.x you need to make sure you have upgraded to version 4.9.5 before upgrading.

Potentially Breaking Changes Upgrading From Version 4

  • Read through the upgrade documentation found here before continuing as there are a number of major changes.
  • Forums have been removed. HelpSpot will provide an export option and we recommend moving forums to one of the many purpose-built forum platforms. Here at Userscape we use Discourse (https://www.discourse.org/).
  • Tokens in templates and responses are now delimited by double “{“ characters. Existing responses and templates will be automatically converted. However, if you are using an external text macro tool, for example, you may need to make updates.
  • Admin Themes have been removed and have been replaced with custom admin JS and CSS settings.
  • Custom portal templates need to be updated

Bug Fixes

  • Fixed bug in mail collection job.

01-13-2021 / HelpSpot 5.0.59

If you are upgrading from version 4.x you need to make sure you have upgraded to version 4.9.5 before upgrading.

Potentially Breaking Changes Upgrading From Version 4

  • Read through the upgrade documentation found here before continuing as there are a number of major changes.
  • Forums have been removed. HelpSpot will provide an export option and we recommend moving forums to one of the many purpose-built forum platforms. Here at Userscape we use Discourse (https://www.discourse.org/).
  • Tokens in templates and responses are now delimited by double “{“ characters. Existing responses and templates will be automatically converted. However, if you are using an external text macro tool, for example, you may need to make updates.
  • Admin Themes have been removed and have been replaced with custom admin JS and CSS settings.
  • Custom portal templates need to be updated

Bug Fixes

  • Fixed custom field tags such as {{ $custom3 }} not being populated properly when they are included in the portal auto reply template.
  • Updated install link to point to admin manual.
  • Fixed peek view request links to be relative for subfolder installations
  • Resolved bug where setting message as urgent/not urgent in workspace used incorrect timestamp
  • Notify on new unassigned requests notifications now follows the only assigned category permission if selected in a permission group.
  • Improved darkmode in the KB article picker.
  • Fixed bug that prevented installations from being manually taken out of maintenance mode.

01-13-2021 / HelpSpot 5.0.60

If you are upgrading from version 4.x you need to make sure you have upgraded to version 4.9.5 before upgrading.

Potentially Breaking Changes Upgrading From Version 4

  • Read through the upgrade documentation found here before continuing as there are a number of major changes.
  • Forums have been removed. HelpSpot will provide an export option and we recommend moving forums to one of the many purpose-built forum platforms. Here at Userscape we use Discourse (https://www.discourse.org/).
  • Tokens in templates and responses are now delimited by double “{“ characters. Existing responses and templates will be automatically converted. However, if you are using an external text macro tool, for example, you may need to make updates.
  • Admin Themes have been removed and have been replaced with custom admin JS and CSS settings.
  • Custom portal templates need to be updated

Bug Fixes

  • Security Fix

01-11-2021 / HelpSpot 5.0.58

This is the first stable release of HelpSpot 5. To get a visual preview of some of the changes you can check out https://www.helpspot.com/new.

If you are upgrading from version 4.x you need to make sure you have upgraded to version 4.9.5 before upgrading.

Potentially Breaking Changes

  • Read through the upgrade documentation found here before continuing as there are a number of major changes.
  • Forums have been removed. HelpSpot will provide an export option and we recommend moving forums to one of the many purpose-built forum platforms. Here at Userscape we use Discourse (https://www.discourse.org/).
  • Tokens in templates and responses are now delimited by double “{“ characters. Existing responses and templates will be automatically converted. However, if you are using an external text macro tool, for example, you may need to make updates.
  • Admin Themes have been removed and have been replaced with custom admin JS and CSS settings.
  • Custom portal templates need to be updated.

New Features

  • New workspace / admin UI
  • New default user icons feature the user’s initials and can also be customized to an Emoji or Uploaded avatar
  • Custom CSS and JS can now be easily added in the admin web interface
  • Staff notifications now include attachments and images
  • The access key for tickets is now longer and more secure
  • Reports can now be scheduled and emailed to selected individuals
  • Reports can now be shared with other staff members and permission groups
  • SAML authentication is now supported for staff and customer single sign-on
  • New WYSIWYG editor based on TinyMCE
  • New email parser for more reliable email display
  • Mailboxes now have the option to archive mail. You can change this setting in Admin > Email Mailboxes for each mailbox. If archiving is turned on a helpspot_archive_folder folder will be created in your IMAP mailbox and messages will be moved there instead of deleted. This feature is not supported for POP3 mailboxes.
  • A new failed jobs screen in the admin area allows you to track when a job (such as retrieving an email) hasn’t completed successfully
  • Secondary portals are now automatically created eliminating the need to manually place files on the server when creating them
  • Email sending is now queued instead of being inline. This will reduce sending errors and speed up the request update process
  • Email templates now support conditional logic and more via blade syntax
  • Image upload and attachment interface is now simplified and supports drag and drop and copy a paste of images.
  • Updated date/time picker UI allows you to enter dates and times with your keyboard or through the UI.
  • Responses can now be easily deactivated in the response management list.
  • Responses can now be accessed via the # shortcut directly in the note editor. Type # then the title of the response and hit enter to include it.
  • Placeholder tags can be auto-filled with the $ shortcut directly in the note editor. Type $ then the name of the tag and press enter to include it. The tag will be automatically formatted in the correct syntax.
  • Staff can now be tagged directly in the note editor using the @ shortcut. Type @ then the staff members name in order to tag them in the note and send them a notification. Staff will be sent a notification on that particular note. If you wish to subscribe to them as well you can choose that option in the staff notification area.
  • Automation rules can now have custom schedules defined in the automation setup screen.
  • The API now supports token-based auth
  • Recurring requests can be created through the response interface
  • New permissions settings allow staff with the limited category permission to still transfer requests to other categories and staff, but then not access the request after the transfer
  • A new default portal theme option is available, called “Clean”
  • Portal accessibility improvements have been added to the default templates
  • A secondary portal can be marked as primary in the UI
  • New dark mode admin theme


06-29-2020 / HelpSpot 4.9.5

Bug Fixes

  • Fixed count being recorded inaccurately on filters using the "Currently Logged In User" criteria.
  • Fixed issue for HelpSpot Cloud customers when deleting requests in Trash or Spam
  • Fixed issue where looping emails would block other emails from being retrieved
  • Addressed issue where column sizes for custom fields were incorrectly set when upgrading from v3 to v4
  • Resolved date formatting issue with Thermostat integration
  • Fixed portal security issue
  • Added throttling to request deletion command to prevent the database from being overloaded.
  • Fixed issue with full text quick search not returning results in SQLServer based installations.


04-23-2020 / HelpSpot 4.9.3

Bug Fixes

  • Fixed count being recorded inaccurately on filters using the "Currently Logged In User" criteria
  • Fixed image sizing issue on cloud based installations.

04-09-2020 / HelpSpot 4.9.2

This release only affects performance on HelpSpot Cloud. There are no changes for self hosted customers.

03-04-2020 / HelpSpot 4.9.0

Enhancements

  • Automation rules can now be configured to only run once per request.
  • Automation rules have a limit of 50 runs per request to prevent long term looping.
  • Request history notes now have a hard limit of 1500 items to prevent looping from making a request inaccessible.
  • Most used responses are now cached for faster request loading.
  • Most used responses are now limited to the last 3 months of usage to provide more relevant results.
  • Full text search in filters now has limits to improve performance.

Bug Fixes

  • Fixed bug with automation rules caching a custom field query.

02-24-2020 / HelpSpot 4.8.22

Bug Fixes

  • Addressed an issue where a database error when loading custom field information during an automation run could result in the automation matching unintended requests.
  • Fixed a bug where a email forwarded to HelpSpot could have its contents cut off.

02-13-2020 / HelpSpot 4.8.21

Changes

  • Request history capped at 1500 request history entries. This hard limit prevents email loops from creating many, many requests causing performance issues. You can adjust this setting using the "cHD_MAX_REQUEST_HISTORY" setting as documented here.
  • Individual request note length is capped at 7000 characters.



02-03-2020 / HelpSpot 4.8.20

Bug Fixes

  • Fix cookie expirations for tracking  folder states in the workspace.
  • Correct behavior of triggers when a customer is also a staff member. HelpSpot now appropriately evaluates the acting user condition.
  • Fix HTML tags being stripped from request notes entered by a customer through a secondary portal.
  • Fix workspace permission issue for "limited by category" permissions.
  • Fixed error where limited to assigned category permission caused an error when a user was not assigned to any cateogories.

07-30-2019 / HelpSpot 4.8.19

Enhancements

  • "Updated by" filter condition performance improved
  • Filters with full text searches can now display counts when using database based full text search

Bug Fixes

  • Multiple matches in an address book livelookup search now display properly
  • Fixed PostgreSQL error with portal privacy policy
  • Fixed PostgreSQL error on filter performance logging
  • Updated thermostat survey links to point to the appropriate URL
  • Fixed public KB search permissions
  • Fixed the "changed" trigger condition to appropriately evaluated the criteria
  • Custom fields are now ordered in the admin display properly
  • Query cache is now properly cleared when reordering custom fields and KB pages
  • Prevent the sending of a changed assignment notification to disabled staff members

04-01-2019 / HelpSpot 4.8.18

Larger Change

Request history capped at 4000 request history entries. This hard limit prevents email loops from creating many, many requests causing performance issues.

You can adjust this setting using the "cHD_MAX_REQUEST_HISTORY" setting as documented here.

Minor Changes/Improvements

  • Improved upgrade from v3  v4 for installations with very large numbers of attachments
  • Added ability to order requests in a filter by Thermostat  NPS/CSAT score
  • Added ability to use the presence (or lack of) Thermostat feedback as a filter condition 
  • Fixed issue where certain caches weren't cleared when category assignments were changed within Staff settings and custom fields
  • SQL Server connection sets the dateformat on each connection to avoid issues with international default date formats

03-01-2019 / HelpSpot 4.8.17

Enhancements

  • A new command "php hs spam:clean" was added to help reduce size of the spam filter without reducing spam filtering quality
  • Caching implemented on high-volume database queries, especially filter counts, to help on installs with a large number of filters. This reduces the load on the database server and improves admin page load times.
  • Session garbage collection enhancement to remove old session data, especially for installs with high API usage
  • Made improvements to spam filtering performance.
  • Optimized tasks2 maintenance tasks to run once per day


02-05-2019 / HelpSpot 4.8.14

Bug Fixes

  • Fixed bug where new SQL Server database column would not be created because it did not have a default column.

02-04-2019 / HelpSpot 4.8.13

Bug Fixes

  • Fixed issue where JSON content types were returned as HTML for Ajax calls.
  • Fixed bug where a customer replying to a email was treated as a staff member if that customer was also a staff member.
  • Fixed portal access key security issue.
  • Fixed bug where the initial request filter column could break on certain emoji characters.
  • Fixed issue where variable was not defined when writing files to db.

12-27-2018 / HelpSpot 4.8.12

Bug Fixes

  • RSS Feed authentication now supports external authentication
  • Added email validation to prevent malformed emails from crashing the mail retrieval process
  • The time tracker interface is no longer incorrectly displayed on the batch update screen
  • Added missing event data to the request history API
  • Fixed scenario where KB page data could be lost while editing
  • Required checkboxes now properly validates on the public portal
  • Fixed error in the matrix csv report export

Enhancements

  • Staff profiles now load faster due to limiting the resources loaded when a staff member is selected
  • Triggers, Automation and Mail Rules now support subscribing and unsubscribing staff members
  • Tasks.php debugging is now streamed live to the console
  • Added the ability to turn thermostat survey syncing on or off in tasks.php

11-28-2018 / HelpSpot 4.8.11


Enhancements

  • Added a feedback column for thermostat responses in the filter options
  • Thermostat results can now be viewed in closed requests

Bug Fixes

  • Optimize the thermostat score query so it doesn't retrieve all requests.
  • Fixed thermostat filter criteria not saving properly
  • Removed unneeded logging from the WYSIWYG editor

Recent Requirements Change

In version 4.8.5+ we added compatibility with PHP 7.1 and PHP 7.2. To facilitate this, IonCube Loader must be updated to the latest version on linux based installations (http://www.ioncube.com/loaders.php). On Windows installations this will be done automatically through the installer. 


11-13-2018 / HelpSpot 4.8.10

Bug Fixes

  • Fixed bug where the session check would error out on specific PHP versions with specific error reporting levels.

Enhancements

Recent Requirements Change

In version 4.8.5+ we added compatibility with PHP 7.1 and PHP 7.2. To facilitate this, IonCube Loader must be updated to the latest version on linux based installations (http://www.ioncube.com/loaders.php). On Windows installations this will be done automatically through the installer.