WPHelpDesk 1.2.4 – Responsive wp-admin and after reply actions

WPHelpDesk 1.2.4 was just released and you should be now able to download it using automatic updates, or directly from client panel.

This version has two major updates and a couple of bug fixes and tiny tweaks, lets start with major changes.

Responsive wp-admin panel

Until now WPHD had responsive design in the frontend templates, now responsivness was added to wp-admin templates as well, so as an admin you can easily reply to tickets directly from your mobile device.

Default actions after reply and adding note

Each user has a different working style, one wants to go to next ticket after adding reply the other wants go back to tickets list. In order to allow users to customize their WPHD experience we introduced Default Actions, each user in his profile can select what should happen after replying to ticket

Additionally this setting can be overwritten on per ticket basis when sending a reply

Other Changes

• FEATURE Fixed Reply Form – if enabled allows the reply form to “follow you” when scrolling on ticket details page, basically making the reply form always visible.
• FEATURE File Upload Validation – by default disallows to upload files with php, php5 and php4 extensions but can be customized to introduce additional file validation mechanisms.
• FEATURE Empty Message Validation – disallow sending empty reply or adding empty note to the ticket.

WPHelpDesk 1.2.3 – Notes and Ticket Merging

We just released WPHD 1.2.3, if you purchased the plugin less than a year ago you should be able to download it using automatic updates (by going to wp-admin / Dashboard / Updates panel and clicking “Check Again”).

This release includes some bug fixes, few minor improvments and two main features:

Notes

Notes are a way for team members to communicate, the note can be added from wp-admin / Helpdesk panel while viewing a thread, the note is displayed on a timeline similarly as other messages, but they are visible only to Agents who are viewing the thread from wp-admin.

Merging

This is yet another feature for Administrators and Agents. It allows to merge few tickets into one, in order to use it just go to wp-admin / Helpdesk panel, on the list select few checkboxes, next in the “Bulk actions” dropdown select “Merge” and click “Apply”.

Confirmation window informing you which threads will be merged and that this operation cannot be reversed will appear, if you will confirm tickets will be merged.

Note the merging operation cannot be reversed so use it with caution.

That’s all for this update, in April we are planning another one with even more great features that will improve your workflow and will make it easier to manage tickets.

WPHelpDesk 1.2.2

WPHelpDesk 1.2.2 was just released and you should see it soon in automatic updates section, it includes mainly some small bug fixes and changes in the UI. The main change you might like is additional “Last Message” column on tickets list it allows to quickly figure out who sent the last message in the thread, it looks like in the image below

Here is a notable list of changes in 1.2.2 release.

• FEATURE: Last Message column on tickets list
• FIXED: 4.3.2 UI compability
• FIXED: Scheduled events not firing properly
• FIXED: correct time settings

WPHelpDesk 1.2.1 and change in pricing structure

We just released version 1.2.1, this version contains automatic updates, you no longer need to update the plugin manually (actually if you want to upgrade to 1.2.1 then this is the last update you need to do manually to be precise). There are also a few other updates we’ve added:

• FEATURE Agents replies in the frontend. Agents can now reply to tickets from the frontend, baisically the [[tickets]] shortcode can be used like a forum now.
• FEATURE Ability to trash messages, for security only Administrators can do this.
• FEATURE Ability to disable automatic ticket closing. By default tickets are being closed when Agent sends a reply, now in the config you can change that so tickets will be closed when Agent closes them.
• FEATURE License management panel – a place in configuration where you can enter your license code, this is required if you are going to use automatic updates.
• FIXED Custom Fields saving when sending a ticket from the frontend.

Change in pricing structure

We also reorganized pricing. The cheapest/personal version costs only $49, but it does not include Email Piping (ie a feature which allows to download tickets from inbox and reply to tickets like normal emails).

The highest version prices were also reduced and they include all the WPHD features.  Every one who purchased Personal (previously Small Business) license is automatically upgraded to Business version, so you get exactly the same features as you had previously plus you support for 4 additional sites.

Addons

Some of the new features will now be available as addons, the first one is Email Piping / Inbox, soon we are planning new addons mostly for Business and Developer license holders, anyway previously the Email Piping / Inbox was part of WPHD core currently it is distributed as an addon.

That being said if your are using  this feature then after upgrading to WPHD 1.2.1 you need to also install Email Inbox addon. If you had the Incoming Email and Outgoing Email configured then no additional configuration is required everything should be working as previously.

Client Panel

Yes, from now on you can download the plugin and all addons available for your license type from client panel at https://wphelpdesk.com/account/. Your credentials are email address you used to make a purchase (basically an email address to which you received purchase confirmation) and license code that was in that email.replica breitling

Online documentation available

We just made online documentation available, so far all the online docs were in PDF file but in the end this is very hard to manage and we decided that it will best for everyone to make the online version.

While on it we refreshed some of the docs and added some more information for topics that you were asking about but were not covered properly in the PDF file.

If you haven’t seen it yet checkout our online docs now.

Version 1.2.0 (Public Tickets) Released

We just finished testing and now releasing version 1.2, which was announced earlier last week. The main update is ability to create Public Tickets, basically aside of receiving and replying to tickets via email only, now you can create public (or private) support forum using only WPHelpDesk.

From our experience public support forums do not work so well for paid products where user pays for a product or service. When user paid at least $1 for a product he can and should expect some kind of support from the seller, the more personal the better. however the support forums still do have their place in community projects (usually some open source software), where one member of the forum can help a fellow member.

Public tickets, required some changes in shortcodes, we introduced a couple of parameters for each shortcode, to make the tickets list and forms more customizable, the changes are in Shortcodes API are already explained in the updated documentation.

This update is aimed at project like this, we completely redesigned the frontend templates to make them more appealing to users and user friendly, when user is having problem, he can still enjoy great design (this won’t make his problems go away, but still :)).

Additionally we made some updates in tickets import from email and few other minor updates, the redesigned WPHelpDesk version is already on the demo site where you can take a look at it. Soon enough we are planning additional update with even more UI improvments and some new features, stay tooned.

Version 1.2 sneak peek

The whole WPHelpDesk website was updated and now working fine, we are getting ready to release version 1.3 which will include some Pubic Tickets allowing you to basically run a support forum or normal helpdesk. In order to make it happen we needed to redesign the frontend templates to make the design more appealing to users, below you can see how will it look.

The ticket edit/reply page will be updated as well, we are planning to release version 1.3 this month (that is in March) stay tuned.

WPHelpDesk Site Redesigned

The WPHelpDesk site, was just redesigned, hope you will like new design, we are still migrating data from old site, so you might be experiencing some difficulties (especially with images) for next few hours, sorry about that.