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07-22-2016 / Version 4.5.7

Bugs

  • Fixed issue with utf8 conversion on subject and from in email parsing
  • Fixed issue  where time tracker would not record time if "update request" was used instead of "log time."
  • Fixed file CID error when attaching images to email.

07-20-2016 / Version 4.5.6

Bug Fixes

  • Fixed bug where swift error would be thrown when an image was reattached. 

07-18-2016 / Version 4.5.5

Bug Fixes

  • Resolved round-robin issue where OOO user caused round robin to not cycle through all staffers
  • Fixed display issue with the color picker when editing custom fields. 
  • Fixed issue where drill down fields could have extra space.
  • Fixed issue where reattaching could throw an error.
  • Added validation to the email field when creating requests.
  • Added save draft feature to the wysiwyg editor.
  • Resolved edge case where inactive staff's reply to their own request would show as from staff. 
  • Updated wysiwyg editor configuration instructions
  • Resolved issue where drafts from one request could be populated into the editor for a new request.
  • Added error logging to custom field creation.
  • Fixed display issue where long field names were not properly handled in the matrix report.
  • Quoted message history items are now appended instead of replacing the editor content.


06-28-2016 / Version 4.5.4

Improvements

  • Windows install wizard backs up Apache configuration for customers who have customized their apache2/conf/httpd.conf file
  • Windows installer runs a last update procedure via a background command, removing the need for customers to click through a web interface on updates and improving reliability of expensive database operations during an update. Effective when updating to HelpSpot 4.5.4+ (from any previous version).

Bug Fixes

  • Fixed an issue where customers using MySQL 5.7 (or earlier versions with strict mode on) received an error while updating HelpSpot related to adding a new LONGTEXT column with a default string value

06-24-2016 / Version 4.5.3

Important Upgrade Notice: 

Some customers have run into an error when installing this update that indicates there is a duplicate column named fPinned on the HS_Request_History table. This error can be fixed manually by following these directions: Fixing fPinned Upgrade Error 

Bug Fixes

  • On create Triggers setup to run out of or inside business hours could cause requests to not be properly created on import.
  • Added longer timeouts for reports for large Matrix datasets.
  • Prevent a fallback to "LIKE" search queries on large HelpSpot databases when Sphinx is not installed or working correctly.


06-23-2016 / Version 4.5.2

Important Upgrade Notice: 

Some customers have run into an error when installing this update that indicates there is a duplicate column named fPinned on the HS_Request_History table. This error can be fixed manually by following these directions: Fixing fPinned Upgrade Error 

Bug Fixes

  • Quoting a message caused existing text to be removed
  • Problems creating a new request when not using the WYSIWYG
  • Files not attached to a new request when using a response
  • Fixed Sphinx connection issue
  • Fallback to searching database when SphinxSearch is disabled is now limited to request history database table of less than 500,000 rows
  • Fixed error where request notes would not "unpin" on SQLServer installs


06-21-2016 / Version 4.5.0

Important Upgrade Notice: 

Some customers have run into an error when installing this update that indicates there is a duplicate column named fPinned on the HS_Request_History table. This error can be fixed manually by following these directions: Fixing fPinned Upgrade Error 

Important changes

  • CSV export now uses a tab as a delimiter. 
  • Triggers have been changed so that if multiple are matched each one gets fresh data from the previous trigger(s).

Features

  • Added new matrix report
  • Added new productivity report
  • Added new streamlined WYSIWYG editor
  • Add check/uncheck all to category and custom field lists.
  • Predefined lists may now have colors associated with each option which will be displayed in filter results allowing you to create colored labels in the UI. Every predefined list can optionally use these, more than one list may be included in any filter for a grid of labels.
  • Added ability to pin a public note in request history so it's always on top
  • Added a "not urgent" condition to Automation Rules.
  • Dropzone added for drag and drop of files to attach to outgoing messages. Images will be inserted into the WYSIWYG editor.
  • Added Relative Date since Open "60 days" option in automation condition
  • Added a database index to HS_Login_Attempts for customers with large numbers of rows in that table
  • Sphinxsearch configuration command (search:conf) has new flag "--data-path" which can set the configured path to save the (potentially large) index files
  • Added a new integrations page in the admin area for information about Zapier integrations
  • 'select', 'decimal', 'text', 'ajax', 'numtext', 'regex' fields can now be grouped in filters.
  • Removed the last name from the staffer's info when emailing request history to a customer.

Bug Fixes

  • Fixed improper CSV formatting in Excel by switching to tab separation instead of comma separation
  • Triggers have been changed so that if multiple are matched each one gets fresh data from the previous trigger(s).
  • Adjusted the email loop check criteria
  • Updated several links to HelpSpot resources
  • Fixed bug where signature could be included twice in batch responses
  • When logging time, the time tracker now resets the timer after logging time
  • Fixed business hours seeder so that good defaults are included on new installs
  • Removed mention of sphinx in search results when no results found

Language File Additions and Changes

These files have additions and changes that will need to be included in custom language packs.

  • lg.general.php
  • lg.pg.admin.tools.customfields.php
  • lg.pg.admin.tools.portals.php
  • lg.pg.admin.users.php
  • lg.pg.ajax_gateway.php
  • lg.pg.conditional.ui.php
  • lg.pg.reports.php
  • lg.pg.request.php

06-21-2016 / Version 4.5.1

Important Upgrade Notice: 

Some customers have run into an error when installing this update that indicates there is a duplicate column named fPinned on the HS_Request_History table. This error can be fixed manually by following these directions: Fixing fPinned Upgrade Error 

Bug Fixes

  • Fixed color picker for color tags on select lists.


05-23-2016 / Version 4.0.30

Bug Fixes

  • Clear out the time tracker after submitting a time event

Other Changes

  • Changes to the internal licensing system

04-25-2016 / Version 4.0.29

Bug Fixes

  • Fixed issue in output of secondary portals which included an invisible null byte character in the output for the config.php file, resulting in hard to diagnose php errors
  • Fixed an issue where email subject lines could get stripped out under certain conditions related to email character set and multipart settings


04-20-2016 / Version 4.0.28

Enhancements

  • Added an index on session table for users with large numbers of sessions.
  • Updated export of csv files to be more compatible with Excel when using special characters.

Bug Fixes

  • Fixed an edge case where round robin auto assignment could end up assigning requests unevenly if a user in the rotation was out of office and had their forwarding setup to go to the Inbox.
  • Certain characters for database passwords in SphinxSearch configuration file are now escaped automatically.
  • Fixed issue where non-multipart emails required converting subject line to utf-8 encoding. This prevents errors when inserting into SqlServer databases.
  • Fixed issue where filenames of a file/attachment being downloaded containing path separators or "%" characters generated an error.

04-08-2016 / Version 4.0.27

Bugs

  • Fixed bug where admin editing a Response changed owner of the response to themselves
  • Fixed issue where SMS notifications were not sent on staff notifications (to staff added to "Notify Staff" section when editing a response)
  • Fixed issue where FULL REQUEST HISTORY email template tag may not have included the most recent note on staff notifications 

Enhancements

  • Security Improvements
  • Admins can change owner of a Response
  • Responses no longer paginated, as it provided an issue for customers with large numbers of responses

04-05-2016 / Version 4.0.26

Bug Fix

  • Temporarily revert trigger changes from 4.0.25 to fix a bug in certain situations that could cause triggers not to run.

04-04-2016 / Version 4.0.25

Enhancement

  • Multiple triggers will test result of previous trigger ran rather than original data

Bug Fixes

  • Fixed missing ##name## replacement in the notify staff on a request email. 
  • Fixed incorrect message that said "Opened via Portal" when a customer reopened a request through replying by email. 
  • Fixed a bug when updating from HelpSpot 3 to HelpSpot 4 where a MySQL databaes connection may be made incorrectly, resulting in an error during update
  • Fixed bug where converting request to public or private note would result in raw HTML being displayed

03-21-2016 / Version 4.0.24

Enchancements

Bug Fixes

  • Fixed a bug introduced in 4.0.23 where editing a custom field could mistakenly set it's maximum length to "1"
  • Fixed a bug where subscribed staff may not be notified on a new, unassigned request
  • Fixed a bug where users set as Out of Office may be mistakenly selected if they are within a round-robin assignment within a default category

02-15-2016 / Version 4.0.23

Enhancements

  • Improvement in SphinxSearch delta indexes. If you would like, after updating, you can re-generate your Sphinx configuration file using the search:config command.
  • Added group by Category option to the Time Tracker Over Time report.
  • The HelpSpot logo now look better on retina screens

Bug Fixes

  • Staff subscribed to a request now get notification emails even if "send notifications via email" is unchecked. To stop emails they need to unsubscribe from the request.
  • Fixed issue with extra field dates and utf8 languages.
  • When using the keyboard shortcut to search the input wasn't getting cleared out. 
  • Removed a double line break with signatures in HTML email. 
  • Fixed an issue with the WYSIWYG editor inserting response placeholders as headings. 
  • Fixed issue where MySQL client may incorrect fallback to latin1 character set instead of utf8/utf8mb4 on Linux
  • Fixed an issue during upgrade where email headers may not be parsed correctly
  • Fixed overflow in note history with non-breaking strings.
  • Fixed sanitization on portal pages.
  • Fixed portal category grouping option in portal template code.
  • Prevent browser from autocompleting username and password when editing staff members.
  • Removed unneeded br tag that was inserted before email signatures 
  • Fix calendar display for foreign languages
  • LiveLookup grid results now overflow with a horizontal scroll bar.
  • Time Tracker is now more accurate even when in a background tab.

02-03-2016 / Version 4.0.22

Enhancements

  • Live lookup HTTP requests can use user-defined query strings, e.g. example.com?foo=bar
  • Added a new hs command: request:delete to delete a single request
  • Added a new hs command: request:delete-spam to delete all spam currently in the spam queue
  • Custom Connection (Admin > Settings > System > Customer Connect) UI option added to control diagnostic reporting

Bug Fixes

  • Fixed issue when clicking "done" after reordering triggers in IE11. 
  • Removed "now viewing" when opening a request in peek view.
  • Fixed issue where a slash "/" in the mailbox password would give an error response. 
  • Resolved Windows updater issue when updating from 3.2.12 to 4.0.21 where custom fields may not be re-created correctly

01-04-2016 / Version 4.0.21

Internal Changes

  • When an email comes in with only a single name in the email header we now treat that name as the first name rather than the last name.

Enhancements

  • Added the ability to turn off gravatar photos. See the hidden settings page for instructions.
  • Text Custom fields now use the number entered as the column size. 
  • Admin now requires you to confirm the email address when editing a user 
  • Updated database library for usage with Windows installer upgrade, which uses PHP 5.6 (as of 4.0.20) and related SqlServer drivers

Bug Fixes

  • Fixed round-robin assignments going to deleted staff
  • Fixed issue where blank SMS notifications may be received
  • Fixed issue where plaintext emails may be marked has html in email headers
  • Fixed bug where attachments/files may not be retrieved from the filesystem or SqlServer correctly
  • Fixed issue where replying to staff notifications set the response to private.
  • Fixed filenames for download that may not have ascii-only characters
  • Fixed issues where email replies may mistakenly be marked as private
  • Changed WYSIWYG to not attempt to change URLs, which affected Windows local file paths
  • When editing staff account ensure the secondary email is entered when checking send notifications to secondary email. 
  • If sending a reply fails reopen the request and show the error.
  • Fixed address book issue where clicking a letter wouldn't scroll to the correct location. 
  • Fixed database error when sorting reminders.
  • Fixed issue with API kb searching setting the wrong root tag if Sphinx installed.

11-24-2015 / Version 4.0.20

Enhancements:

  • Email sending library replaced with more modern library, resulting in better error messages and SMTP support
  • MySQL can connect to servers in alternative ports using hostname format `hostname:port`, e.g. `127.0.0.1:3306`
  • Minor improvements in Advanced Search searching tips
  • Windows installer updates PHP to PHP 5.6, which has official support until 2019. (Note that HelpSpot is not yet tested on PHP 7 yet)

Bug Fixes:

  • Fixed issue where stored incoming email headers may have incorrectly been stripped out when viewing in admin area
  • Fixed instances where public replies from staff to customers from their email client did not get added as a public note
  • Portal image styles (defaults) tweaked, adding max-width
  • Fixed IE cache bug, overly-eager at caching
  • Fixed issue with placeholder replacement when using a url that is different than cHOST.
  • Fixed issue with html all on one line being stripped. 
  • Removed "take it" button from closed unassigned requests.
  • Fixed issue where Sphinx configuration did not pull in create date of items from Request History, resulting in relevant search results being pushed to the bottom of results
    • We recommend re-generating your Sphinx configuration file
  • Fixed local storage saving when editing existing requests.
  • Fixed issue where mysql host in format of `hostname:port` generated incorrect Sphinx configuration
  • Fixed issue where Safari and iOS could not play .wav files (commonly emailed into HelpSpot as voicemails)
  • Fixed bug where email message ID may not be correctly added to an outgoing email (affected replying to a customer directly from email client)

10-30-2015 / Version 4.0.19

Fixes

  • Remove backslashes "\" from drop down lists custom fields.
  • Allow target="_blank" in links created from WYSIWYG.
  • Fixed issue where IE was too aggressive in caching pages.
  • Adjusted email parsing to account for signatures that had weird formatting.
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