WPHelpDesk 1.3.0

We are happy to announce the release of WPHelpDesk version 1.3.0, which includes the following changes:

• A clean and fresh design to improve the plugin’s usability
• To improve navigation, we moved the following pages to a dedicated tab in the settings page:
  • Response Templates
  • Custom Fields
  • Licenses
• New Features:
  • You can automatically close inactive tickets after a configurable number of days. Read here for more details: https://wphelpdesk.com/documentation/configuration/general-settings/
  • You can send an email summary to customers and agents letting them know a ticket has been closed (you can customise the content of the email via the settings→email notifications page).
• Bug Fixes:
  • We fixed a JavaScript issue preventing the display of auto-suggestions when an agent reassigned a ticket to another agent.

Users with an active license will receive a notification to receive the update via WordPress Plugins page; alternatively, you can download it from your account page.

WPHelpDesk 1.2.12

We are happy to announce the release of a WPHelpDesk version 1.2.12, which includes the following changes:

• Email Templates were renamed to Email Notifications.
• Saved Replies were renamed to Response Templates to provide more clarity about their functionality.
• Fixed issue with mandatory custom fields preventing agents from replying to existing tickets in some cases.
• Fixed issue causing a JavaScript error to be logged in the browser console in some pages, which didn’t affect any functionality.

Users with an active license will receive a notification to receive the update via WordPress Plugins page; alternatively, you can download it from your account page.

WPHelpDesk 1.2.11 & Deprecation of Public Tickets List shortcode

We are happy to announce the release of a WPHelpDesk version 1.2.11, which includes a few new features and bug fixes.

WPHelpDesk 1.2.11

The new version of WPHelpDesk includes the following changes.

• Custom fields can now be marked as mandatory to complete and you can set a custom validation message to display when the rule is triggered.
• A new email notification has been added, which is sent to an agent when a ticket gets reassigned.
• The listing page for email templates has been redesigned to show important information without having to enter the template configuration.
• When assigning agents, the search results will only contain users with access to the helpdesk.
• Fixed an issue that was causing a ticket to be submitted multiple times in rare circumstances.
• Fixed an issue with the editor in client portal, causing it not to clear after a reply has been posted.
• Fixed an issue that was causing an error to be logged when the Inbox add-on was not installed or activated.
• Fixed an issue that was causing the new ticket email notification to be sent to the wrong agent if the assignment was changed using the wphd_new_message action.
• Fixed an issue that was causing the content of a reply to be hidden when it was coming from a text-only imported email.

Users with an active license will receive a notification to receive the update via WordPress Plugins page; alternatively, you can download it from your account page.

Advance warning for deprecation of Public Tickets List shortcode

A few versions ago, with the introduction of the Client Portal shortcode, the Public Tickets List shortcode became disabled by default and it was recommended to be used only for public forum or knowledge base functionality. We are in the process of creating a brand new dedicated knowledge base add-on, which will replace this functionality, so in a future update and after this new add-on has been released, the Public Tickets List shortcode will be deprecated.

If you use this sortcode, please get in touch with us to discuss how can help you migrate your content to the new plugin.

Ninja Forms Integration, WPHelpDesk 1.2.10, & Inbox 1.0.3

We are happy to announce the release of a new add-on which integrates WPHelpDesk with Ninja Forms, as well as new versions for WPHelpDesk and its Inbox add-on.

Ninja Forms Integration

With the new Ninja Forms add-on, you can integrate WPHelpDesk with the Ninja Forms plugin and submit tickets directly from a form created in Ninja Forms instead of using WPHD’s Submit Ticket Form. This new integration is available to all users with a Professional license and will appear in the “View Details and Downloads” section of your latest purchase. Please note that to be able to use the new add-on you need to update WPHelpDesk to version 1.2.10.

To read more about the new add-on and find integration instructions, please visit its documentation page.

WPHelpDesk 1.2.10

The new version of WPHelpDesk includes the following changes.

• Support for the Ninja Forms add-on.
• Added “search” option in Client Portal shortcode.
• Email notifications are now sent after the wphd_new_message action is triggered.
• Fixed issue that caused the Client Portal shortcode to execute multiple times in some occasions.
• Fixed issue that caused some irrelevant tickets to appear under the “Customer Other Tickets” section when the customer didn’t have a user account.
• Fixed issue that in some cases (depending on timezone configuration) caused replies sent via the Client Portal and Public Tickets List shortcodes to have incorrect date and time.
• Fixed issue with the amount of replies shown for a ticket in the admin view.
• Fixed issue that in some cases prevented the assigning of existing tickets to newly registered users if their email matches the one used for the submission of the ticket.
• Fixed issues with notices or warnings thrown in various pages when PHP’s error_reporting was set to display them.

Users with an active license will receive a notification to receive the update via WordPress Plugins page; alternatively, you can download it from your account page.

Inbox 1.0.3

The new version of Inbox includes the following changes.

• Email notifications are now sent after the wphd_new_message action is triggered.

Users with an active Professional license will receive a notification to receive the update via WordPress Plugins page; alternatively, you can download it from your account page.

WPHelpDesk 1.2.9 – Client Portal

We are happy to announce the release of WPHelpDesk version 1.2.9, which includes:

• a new Client Portal;
• control over the availability of the Public Tickets List shortcode;
• and a bug fix that affected tickets with lengthy messages.

Please read the release notes below before updating to the new version.

Client Portal shortcode

We have introduced a new Client Portal shortcode, which allows logged in users to view all of their tickets in a single page, reply to them, etc.

This was possible before using a specific set of options in the Public Tickets List shortcode, but there is now a dedicated shortcode for that. Therefore, sites that do not have a need for a public forum or knowledge base should stop using the Public Tickets List shortcode and instead migrate to the Client Portal one.

Note that in a future WPHelpDesk version, the Public Tickets List shortcode will stop having access to any private tickets, so the Client Portal shortcode will have to be used to give users access to their private tickets.

To read more about the new shortcode and find usage instructions, please visit its documentation page.

Public Tickets List shortcode

This shortcode will now be disabled by default. If your site does not have a need for a public forum or knowledge base functionality, then please migrate to the Client Portal shortcode and leave the Public Tickets List shortcode disabled.

To enable the shortcode, visit the main Configuration page (Helpdesk -> Config), check the “Enable [tickets] shortcode” checkbox, and save the changes.

Bux fix

We have fixed a bug that prevented lengthy messages from being saved properly. That mostly affected imported emails with a very large HTML version.

WPHelpDesk 1.2.8, Inbox 1.0.2, Easy Digital Downloads 1.0.1, & WooCommerce 1.0.1

We are happy to announce the release of a new version for all of our plugins, which include new features and multiple bug fixes.

The new versions are:

• WPHelpDesk 1.2.8
• Inbox 1.0.2
• Easy Digital Downloads 1.0.1
• WooCommerce 1.0.1

Important note for existing customers: We have changed our licensing and update distribution system, so for this version you will not receive an update notice from the Plugins page of your WordPress installation. We will send you details of how to update via email. The usual automatic update functionality will resume in future versions.

Agent Email Notifications

Two new email notification templates have been added:

1. New ticket created (ID: 4) — This will be sent to an agent when a new ticket is created.
2. New reply to a ticket (ID: 3) — This will be sent to an agent when a new reply is posted by a customer.

Both templates are configurable and can be disabled. You can find their options in Helpdesk -> Config -> Email Templates.

New default Customer Email Notification templates

We have modified the default customer email notification templates. In order to keep any changes you have made, the new templates will not replace your existing customer templates during the update. If you want to apply them, you can do it manually from Helpdesk -> Config -> Email Templates.

New ticket created (ID: 2)

Hello {$thread.from_name},

We have successfully received your ticket "{$thread.title}". If you have an account, you can view the ticket and its latest replies at {$thread.user_url}.

---

{$message.body_text}

New reply to your ticket (ID: 1)

Hello {$thread.from_name},

There is a new reply to your ticket "{$thread.title}". You can either reply via email, or—if you have an account—via {$thread.user_url}.

---

{$message.body_text}

Ticket Note

Although you already have the ability to add private notes to the ticket which will be displayed as part of the conversation, for long threads these can become hard to track. Therefore, you can now add comments that you want to be always visible in the “Note” section, which will be always visible at the right hand side of the ticket.

Other changes and bug fixes

• Fixed issue with from/to email addresses when sending email notifications
• Fixed issue causing Outgoing Mail configuration tab to be hidden when Inbox plugin is not active
• Fixed issue with outgoing email test when Inbox plugin is not active
• Fixed notices in Custom Fields page appearing in new installations
• When a customer replies to a customer notification, the email will be attached to the existing ticket
• Fixed issue with extended options in notes
• Email piping will ignore agent notification emails

WPHelpDesk has been acquired

Hello, we are excited to announce that in January 2018, AppSpring acquired WPHelpDesk from Greg Winiarski and the team at Simpliko.

First, let us introduce ourselves and tell you about our plans for WPHelpDesk. AppSpring is a UK based company and is run by Michael and Stathis. We have been working closely with Greg to ensure we start on the right foot and pick up the things that need attention. Our ultimate goal is to help push WPHelpDesk to be the best support ticketing system available for WordPress.

As part of our strategy to revitalize WPHelpDesk, we will be making major improvements to the WPHelpDesk public website. As for the WPHelpDesk plugin, we’re looking at making improvements and adding features. Some of them will be released soon as part of the upcoming version 1.2.8 of WPHelpDesk.

We are very excited for the weeks and years to come. We have some great ideas, and most of all, we look forward to building a strong relationship with you.

To this end, we’d really like to know what you think of WPHelpDesk and what it needs. Over the next few months we’ll be contacting many of the existing users. We want to know what you like and don’t like about WPHelpDesk. We want to know how you use it. We want to know what challenges you face and what features we can add to help you better support your customers.

But please don’t wait for us to contact you. This is a perfect time to get in touch and let us know what we can do to make the plugin more valuable to you and your business. You can post a comment below or contact us directly using our contact form or on support@wphelpdesk.com.

Last but not least, please subscribe here so we can notify you for new releases and announcements.

WPHelpDesk 1.2.7 – Ticket Analytics

We are happy to announce WPHelpDesk 1.2.7 with some basic ticket analytics functionality. The new update should be visible in your wp-admin dashboard within 24 hours. If it isn’t, go to wp-admin / Dashboard / Updates and click “Check Again” to see it.

This is an update we were planning for some time now. The new Analytics panel will help you answer following questions:

• Ticket trends. Is the number of support requests is growing or is it gowing, how many tickets and thread are created each day.
• How fast do your agents reply to tickets and how much time does it take them to close a ticket.
• Tickets distribution by agent, status and submission source.

This is the first revision of analytics functionality, and in next releases, we are planning to extend it with even more data wich should be useful to administrator managing the support system.

With this release, we are also introducing two new Business add-ons. WooCommerce and Easy Digital Downloads integrations. Both of this add-ons have pretty similar functionality, when replying to the ticket they will show to agent orders submitted by the user and will allow to quickly ask a question about the order they made.

Having this information at hand will allow agents to find important information much faster.

WPHelpDesk 1.2.6 – Previous Customer Tickets

We are happy to announce that today we are releasing WPHelpDesk 1.2.6, the latest update should soon be visible in your wp-admin panel, and you will be able to download it using automatic updates. Aside from few minor bug fixes and improvements, there are two bigger changes.

Previous User Tickets – when replying to a ticket in the wp-admin panel, there is a new widget with previous user tickets. It allows to see what other tickets did the user sent, but also it will allow you to quickly tell that aside of the ticket you are replying now, the customer has also another separate ticket which might, for example, contain additional information you need to help the poor user.

Change “Assigned User” and “Reply To” using AJAX – when your user database grows the default dropdowns for changing assigned users in wp-admin / Helpdesk panel get really long make it hard or even impossible to use them. In latest WPHD version we changed them, so right now to change the user you can write his name or email in the text box and select the user to make a change.

We also made a fix in

shortcode which was not selecting default values properly and made quite a few changes in WPHelpDesk API to make it more extensible as we are planning few amazing integrations very soon, stay tuned :).

 

WPHelpDesk 1.2.5 and Inbox 1.0.1

Today we released updates for both WPHelpDesk and WPHelpDesk Inbox, due to large amount of work this are small updates with tiny fixes and small improvments only, but we are soon planning an update with some amazing features.

What was changed in WPHelpDesk?

• FEATURE: communication with updates server will now be handled via secure SSL connection.
• FEATURE: ticket_type param in
  Account

  Create an account for me so i can manage all my tickets from one place (password will be emailed to you) or Sign In

  Your name *

  Your email *

  Subject *

  Message *

  Attachment

  Limit reached, delete at least one file above to add more.  

  
  
  
  
  
  
  
  shortcode. Now using
  Account

  Create an account for me so i can manage all my tickets from one place (password will be emailed to you) or Sign In

  Your name *

  Your email *

  Subject *

  Message *

  Attachment

  Limit reached, delete at least one file above to add more.  

  
  
  
  
  
  
  
  it is possible to create a ticket which will behave like ticket imported from Inbox
• FIXED: Incorrect date displatyed in if Email and WordPress timezones differ
• FIXED: Removed .htaccess file in main plugin directory, it wasn’t really protecting anything either way.

What’s new in WPHelpDesk Inbox?

• FEATURE: Support for Reply-To header in email, when importing email from Inbox, WPHD will use Reply-To header information (if present) to set customer email and name.
• FIXED: When importing ticket, ticket creation date will be adjusted to WordPress timezone settings.

Both WPHelpDesk and WPHelpDesk Inbox you can now download either from client panel or using Automatic Updates.