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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

06-15-2015 / Version 4.0.0 - 4.0.9

Upgrade Documentation - Note upgrading requires you be on HelpSpot 3.2.12 first.

Major Features:

  • HelpSpot Cloud - Hosting for HelpSpot provided by Userscape
  • Native iOS/Android applications
  • True multi-lingual support (UTF-8 character set support)
  • Better search via SphinxSearch search engine
  • See for more!

Additional features:

  • Sidebar can search request history.
  • Added user option - User can decide to make sidebar search full history by default
  • Modified attachment handling so they are not lost when switching between public/private/external.
  • CLI Commands now supported in HelpSpot!
    • attachments:tofile - Save database attachments to the filesystem
    • convert:base - Convert helpspot 3 database to helpspot 4 database
    • convert:requests - Convert requests to UTF8 for helpspot 3 to 4 update
    • search:config - Generate configuration for Sphinx serach engine
    • update - After installing new HelpSpot files, run this command to update HelpSpot, useful for automating the update process
    • db:exists - Test if HelpSpot database (as configured in config.php) exists and has HelpSpot data within it
    • reset:email-templates - Reset email templates to "factory defaults"
  • Improved the markdown handling
  • Ability to add attachments to responses.
  • Added replying to notifications as public responses back to customer
  • API error responses for merged requests now returns the request ID of the correct request. Developer Note: API errors can now return meta data about the request $this->_error(208, '', ['field_name' => 'some_value']);
  • Added additional email loop protection - HelpSpot ensures it is not emailing itself
  • Added private.meta - api call for getting basic details on the installation
  • Added private.util.getAllStaff - gets all staff ever in the install
  • Added private.util.getStaffPhoto - base64 of staffer image. Expects xPerson passed in via get
  • Viewing of closed requests now tracked and displayable
  • Improved display of currently viewing. Now shows in the workspace grid.
  • Added grouping by customer id and customer email to requests over time and total over time reports
  • Support for Outlook's [mailto:] format in forwarded emails.
  • Filter has new "last update by" column, to show if last update (of any kind) was done by staff, the system or a customer.
  • Custom fields of type date or datetime in email defined as ##hs_custom :1234567890## can now parse human-readable dates, such as: ##hs_custom :11/13/1984 11:59:00## (the date format there can vary greatly and still be parsed accurately).
  • Added LDAP library that's easier to use for Authentication and Live Lookup.
  • Added private.request.markRead and private.request.markUnRead (only usable for requests assigned to the user)
  • Implemented Google's latest reCAPTCHA on public portal
  • Added private.request.markTrash - mark a request as trash
  • Added private.request.markSpam - mark a request as spam
  • Removed fTrash flag option from private.request.create and private.request.update 
  • Added skipCustomChecks to private.request.create and private.request.update - allows custom field checks to be skipped
  • Added private.response.listAll - returns a list of all responses
  • Added private.response.usersMostCommon - returns the top 10 responses used by a user
  • Added private.response.get - returns a response
  • Added webhooks to triggers and automation rules (need to document sample of what's POST'd perhaps in api docs?)
  • Added ##hs_request_id:012345## email parser tag to assign update to an existing request ID, useful if automated systems (e.g. eBay support) strips out the {12345} request ID tag from the subject line
  • Removed spellcheck module in TinyMCE wysiwyg in favor or browser-based spellcheck. All modern browsers now support this (including IE10+).
  • Live Lookup now expects your xml to be in UTF-8.

Bug Fixes:

  • Fixed users not receiving email on new, un-open requests.  
  • Fixed dtGMTClosed date when setting fOpen = 0 via api - 
  • Fixed a bug where clicking a predefined response parent folder would send the user to /null - 
  • Fixed a bug when activating a previously de-activated trigger with a quote in the name would trigger a js error. - 
  • Fixed a bug where some API calls that error could dump out invalid XML. 
  • Fixed word break in request history for IE9 - NOTE: Need to document the portal templates css change - 
  • Fixed the html to text conversion when quoting. 
  • Fixed bug when calculating minutes in reports.
  • Fixed bug where multiple space-separated names in ##hs_customer_firstname## and ##hs_customer_lastname## email tags weren't parsed correctly. For example fname: herbert walker and lname: bush would turn into fname: herbert and lname: walker bush.
  • Fixed bug where trigger notifications to staff included incorrect REQUESTCHECKURL value 
  • Fixed bug with advanced tags encoding 
  • Fixed bug where setting batch status to active wouldn't reopen the request. 
  • Fixed xss issue with customer information and extra fields. 
  • Improved on styling for minor issues
  • Improved cache handling for images retrieved behind authentication
  • No longer url-encoding mailbox folder (INBOX and subfolders) so customers can include sub-folder mailboxs such as INBOX/helpspot.
  • Fixed KB title to be converted to htmlentities on save. 
  • Fixed cdata in multiple results of LL 
  • Fixed toggling of tags in responses 
  • Fixed ability to set out of office forwarding to yourself. Basically anyone except the current staff you are editing. 
  • Fixed issue where if you was subscribed to two tickets and later they became merged. You were subscribed twice. 
  • Force logout users when marking them as inactive from admin.