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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


  • 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


  • 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 


  • 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


  • 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


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


  • 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


  • Live lookup HTTP requests can use user-defined query strings, e.g.
  • 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.


  • 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


  • 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. ``
  • 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


  • 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.

10-18-2015 / Version 4.0.18


  • Tasks now also checks and deletes old error logs and filter performance metrics, helping reduce database size over time

Bug Fixes:

  • Fixed issue where grand-fathered Unlimited licenses were incorrectly reported as invalid during update to HelpSpot version 4
  • Fixed issue for Windows users on Apache, where openssl and curl PHP binaries did not function correctly (loaded old files from Apache installation over the correct PHP dll files)

10-17-2015 / Version 4.0.17


  • Add ability for email templates to include "tel:" and "sms:" links.
  • Added "Next 7/14/30/90/365 Days" to date conditions in filters and rules
  • Options to connect to MySQL via SSL
  • Security Improvements


  • The closing date wasn't being set when creating a brand new request and closing it.
  • In the portal, inline image attachments pointed to the wrong location. 
  • Fixed tabindex on the request screen for drill down extra fields.
  • Improved the performance of the filter management admin screen
  • First Response Speed (biz hours) in filters had incorrect time.
  • Validation check to prevent using the same email for mailboxes and staff. 
  • Fixed opening image attachments in a modal window on closed requests.
  • Updated HelpSpot Windows installer to fix issue where customers on alternate drives (not the C:\) had issues updating. 

10-16-2015 / Version 4.0.16


  • Added "Urgency" condition to Triggers, to test if a request is (or is not) urgent


  • Fixed issue where popup blockers prevented viewing a knowledge book in the portal from admin. 
  • Fixed issue where business hours was defaulting to "45 minutes", if you entered 8:00 it would show 8:45. 
  • Windows install bug fixed for Windows customers using MySQL that was not bundled with HelpSpot. The installer assumed MySQL customers were using bundled MySQL's.
  • Fixed issue when adding time to a request the log would get cleared out until you refreshed. 

10-01-2015 / Version 4.0.15


  • Added a Safari pin icon. In Safari, right click on your HelpSpot tab to pin HelpSpot to your tab bar.
  • Mailbox ID's are now included in email errors


  • Fixed issue where the last public note wasn't showing in filters.
  • Fixed bug where filter/mail rule condition field ID's not always random


  • Version 4.0.14 fixed a security vulnerability, it's recommended you update to the latest HelpSpot
  • Users of HelpSpot 3 (versions 3.1.1 - 3.2.12) can download a patch file within

09-25-2015 / Version 4.0.14


  • Security improvements
  • Official release (non beta) of bug fixes from version 4.0.13

08-25-2015 / Version 4.0.12


  • KnowledgeBook search results had no ID in URL of results
  • Fixed issue where local storage wasn't being cleared after creating a new request.
  • Updated Live Lookup to filter out HTML email content fields, which were received when automating Live Lookup through triggers
  • Fixed issue where SqlServer customers, in particular using German language, were seeing garbled character sets (especially on umlaut's).
  • Fixed issue where MySQL customers may have garbled filters during update to version 4 (usually coinciding with a mismatch when storing as UTF-8 but setting the connecting client as latin1 or latin2 character sets).
  • Actually, for realsies, fixed issue of php.ini's date.timezone setting (or lack of setting) generating an invalid license error on update. Seriously, I think we got it this time.

08-24-2015 / Version 4.0.10


  • Drafts are now saved automatically to the browsers localstorage for new requests, where supported

Bug Fixes

  • String vs number values in custom fields (leading/traililng 0 issue)
  • Notifications may have failed to be received due to being flagged as duplicate by mail servers
  • Fixed issues for PostgreSQL database during updates
  • Fixed issues where customers with large number of custom field ran into MySQL error due to limit of 64 indexes per table

08-24-2015 / Version 4.0.11

Bug Fixes

  • Resolved issue where select drop down option value incorrectly parsed when it had integer values
  • Resolved issue where some customers experienced using HelpSpot commands where a PHP class was not found
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