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

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