Home → Release Notes → Printer Friendly Version

Release Notes

Information on each HelpSpot release.

1. Release Notes
2. Version 4
3. Version 3
4. Version 2
5. Version 1

1. Release Notes

1.1. HelpSpot 5.6.22

Breaking Changes

All active sessions will be invalidated: Session data is now encrypted using APP_KEY. All users will be logged out on deploy.
GET query parameter API authentication removed: The private API no longer accepts username and password via GET query parameters. Integrations using ?username=...&password=... must switch to Basic Auth or bearer tokens.
@if syntax in email/note templates removed: Templates using @if blocks must be updated to remove them.

Improvements

Add API rate limiting — Adds centralized rate limiting across all public-facing endpoints: general API (120/min per IP), private API auth failures (10/min), public API portal login (10/min), and portal form login (10/min). All limits are configurable via env vars. Successful authentication clears the counter.
Add AI meta fields as filter columns — Out of Office Detected and Auto Categorized are now available as displayable filter columns and filterable conditions in filters, automation rules, and triggers.

Dependencies and Bug Fixes

General dependency bumps for security and stability.
Made several other security enhancements

1.2. HelpSpot 5.6.21

Bug Fixes

Fixed the forgot password link not working correctly
Disabled API access for deleted user accounts

Improvements

Updated Dutch translations
Updated third-party dependencies
Various security hardening improvements

1.3. HelpSpot 5.6.20

Important: This release includes critical security improvements. All HelpSpot customers are strongly encouraged to update as soon as possible. HelpSpot cloud customers will be upgraded automatically.

Security

This release fixes an important security vulnerability. We recommend upgrading promptly.
Updated several dependencies.

New Features

Sending Mailbox Filter Column & Condition — You can now filter and display requests by their sending mailbox in filters and triggers. When the value is the default, it shows the “Default Mailbox” label. The mailbox display includes the email address alongside the name.

Bug Fixes

Fixed dark mode styles in quick search modal — Resolved styling issues where certain elements were not rendering correctly in dark mode.
Strip <title> tags from HTML emails — Emails with <title> tags in their <head> block were having the title text prepended to the note body. The HTML cleaner now removes <title> tags and their content before processing.
Stronger validation of xStatus in API calls — Invalid xStatus values are now properly rejected rather than silently accepted.
Fix search API error with wildcard characters — Passing * to the search API no longer causes an error. Special characters are now properly handled in full-text search queries.

1.4. HelpSpot 5.6.19

Bug Fixes

Fixed issue where full request history template tags would escape HTML in request updates.

1.5. HelpSpot 5.6.18

This release is a regression fix for HelpSpot 5.6.17. Read the full release notes here.

Bug Fixes

Fixed issue where full request history template tags would not be rendered properly in emails.

1.6. HelpSpot 5.6.17

New AI Response Composer

The new AI Response Composer provides several tools to help agents draft, revise, translate, and fine-tune responses using a familiar chat-like interface, directly within the existing response composer. Read the documentation to learn more about these new features.

Use a ChatGPT-like interface to provide short instructions such as "tell the user how to return the item" or "make it less verbose" to produce responses in a tone and style consistent with your organization's voice.
Create centrally managed, pre-built prompts that allow agents to perform common tasks (translation, tone adjustment, etc.) with a single click. Learn more about creating prompts to help your entire team work consistently.
Quickly find and link Knowledge Base articles and external URLs to provide additional context for drafting responses.
Each agent can personalize their writing style using custom prompting configuration and tone selection.

New AI Knowledge Base Article Generator

With just a few clicks, agents can generate Knowledge Base articles using context from specific requests or complete request histories. Read the documentation to learn more.

Agents can iterate on generated article content multiple times using AI Composer–style prompting.
When ready, the generator creates a private (unpublished) draft page in the specified book and chapter for human review and further editing.

New AI Request History Summaries

We've added a new feature that condenses request updates into concise, AI-powered line-item summaries.

Presented in reverse chronological order, summaries make it easy to catch up on long-running conversations or quickly locate important details shared earlier in the request.
Generated summaries persist with the request and are automatically regenerated as new updates are added.

Support for Microsoft Advanced (Self-Managed) Mailboxes

We've added a new mailbox type, Advanced Microsoft Mailbox. Available from Admin > Email Mailboxes, this connection manages authentication directly through a customer-controlled Microsoft Entra application within an Azure tenant.

Supports strictly regulated environments, including Microsoft 365 Government Cloud (GCC, GCC High, DoD), as well as commercial Microsoft 365 environments.
Removes the dependency on the HelpSpot Email Authentication service while functioning similarly to other OAuth mailbox integrations (Microsoft and Google).

Other Enhancements

Several Enhanced Search (see 5.6.15) improvements and optimizations have been implemented to improve query performance and indexing efficiency.
In the Web API, an optional flag has been added to include time tracking values in the private.request.get, private.request.multiGet, and private.request.search endpoints.

Bug Fixes

Fixed an issue that could cause email subject lines to be truncated under rare character encoding conditions.
Quick Search is now more tolerant of quotes, spaces, and certain special characters.
Addressed several additional minor cosmetic, labeling, and internationalization issues.

1.7. HelpSpot 5.6.16

Bug Fixes

Fixed issue where staff with the limited to category permission option could not full text search for requests.
Updated internal dependencies.

1.8. HelpSpot 5.6.15

Originally published 2026-01-28

Enhanced Request Search

Request search has been significantly improved with faster performance, better indexing, and more flexible sorting options. Watch the demo video to see these enhancements in action.

We've made request searching faster by optimizing the indexing of request data.
Request full text search now includes a much more complete index of data. Attachment names, customer information, text custom field data and the request history are all indexed.
Full text search of requests can now be sorted by chronological order or by relevancy. This allows you to quickly find the exact request you're looking for.
Full text search results now include a snippet of the matching terms in the search preview along with highlighting of matched terms.

New AI Auto Categorization Mode

Auto Categorization gets a new suggest mode that lets you try it out before fully committing, plus new tools to fine-tune category descriptions for better accuracy. Watch the demo video to learn more.

Auto Categorization now supports 3 modes, disabled, suggest category and auto categorize. The new suggest category feature places a category suggestion in the request history with a clickable link to assign the category. This mode is great for trying out auto categorization before fully turning it on.
Auto Categorization now allows you to edit and view the data used for categorization as well. A new "Category Description for AI" field allows you to review and edit the automatically generated category description that helps the AI understand what types of requests belong in a category.

Rejected Email Tracking

We have a new dashboard that allows you to view emails that were rejected by HelpSpot. This allows you to seamlessly manage these emails without having to dig into logs and mailboxes.

Other Enhancements

The admin panel now has an interface for clearing cache locks on worker processes. This is useful for debugging mail flow issues.
Added a new "Any staff member can reply publicly" setting. When enabled, any active staff member who replies to a notification email will have their reply treated as public. When disabled, only the assigned staff member can reply publicly.
The account creation form on the portal has been enhanced with additional validation and hints.
SAML logins are now logged in the Audit Log for debugging purposes.

Bug Fixes

The virtual archive setting is now applied to filter previews, limiting the number of requests shown to the specified date range.
Fixed issue where an apostrophe in a KB title prevented linking to a KB article in the request interface.
ListItems from drilldown fields are now returned during the request.GetCustomFields API call.
XML API outputs are now better sanitized to prevent invalid element names.

Upgrade Notes

This release rebuilds the full text index for Request. This process is run in the background and will be completed while the rest of HelpSpot runs normally. Is is expected though to have incomplete search results for 10-15 minutes on an average installation.

1.9. HelpSpot 5.6.14

Originally published 2026-01-21

Enhancements

Portal Login Tracking: Customer portal logins now include creation date information, making it easier to track when accounts were established and monitor customer activity over time.

Bug Fixes

Fixed an issue where email connection failures could cause the job queue to fill up rapidly. The system now properly throttles connection errors and validates request status before attempting to reopen requests when email delivery fails.
Fixed an issue where image attachments without file extensions were not being properly processed and displayed, preventing errors when customers send certain types of image files.
Fixed an issue where requests automatically reopened by automation rules weren't being reassigned to the correct staff member. The system now properly handles reassignment and accounts for staff members who may have been disabled.
Resolved a bug that caused semi-annual reports scheduled for December 31st to incorrectly send repeatedly.
Corrected filter calculations that showed incorrect (negative) response times for merged requests.
Fixed an issue where request check URLS were missing required authentication information, ensuring customers can properly access their requests through these links.
Resolved errors that could occur when generating reports with certain date formats, ensuring all scheduled and on-demand reports run smoothly.
When permanently deleting requests, all associated event data is now properly removed, ensuring complete cleanup and accurate system records.
Added a repair process for existing installations that may have been missing staff notification email templates, ensuring all systems have the complete set of notification options.
Corrected the Dutch translation for the "Last updated by" column.

1.10. HelpSpot 5.6.15

Enhanced Request Search

Request search has been significantly improved with faster performance, better indexing, and more flexible sorting options. Watch the demo video to see these enhancements in action.

We've made request searching faster by optimizing the indexing of request data.
Request full text search now includes a much more complete index of data. Attachment names, customer information, text custom field data and the request history are all indexed.
Full text search of requests can now be sorted by chronological order or by relevancy. This allows you to quickly find the exact request you're looking for.
Full text search results now include a snippet of the matching terms in the search preview along with highlighting of matched terms.

New AI Auto Categorization Mode

Auto Categorization now supports 3 modes, disabled, suggest category and auto categorize. The new suggest category feature places a category suggestion in the request history with a clickable link to assign the category. This mode is great for trying out auto categorization before fully turning it on.
Auto Categorization now allows you to edit and view the data used for categorization as well. A new "Category Description for AI" field allows you to review and edit the automatically generated category description that helps the AI understand what types of requests belong in a category.

Rejected Email Tracking

We have a new dashboard that allows you to view emails that were rejected by HelpSpot. This allows you to seamlessly manage these emails without having to dig into logs and mailboxes.

Other Enhancements

The admin panel now has an interface for clearing cache locks on worker processes. This is useful for debugging mail flow issues.
Added a new "Any staff member can reply publicly" setting. When enabled, any active staff member who replies to a notification email will have their reply treated as public. When disabled, only the assigned staff member can reply publicly.
The account creation form on the portal has been enhanced with additional validation and hints.
SAML logins are now logged in the Audit Log for debugging purposes.

Bug Fixes

The virtual archive setting is now applied to filter previews, limiting the number of requests shown to the specified date range.
Fixed issue where an apostrophe in a KB title prevented linking to a KB article in the request interface.
ListItems from drilldown fields are now returned during the request.GetCustomFields API call.
XML API outputs are now better sanitized to prevent invalid element names.

Upgrade Notes

This release rebuilds the full text index for Request. This process is run in the background and will be completed while the rest of HelpSpot runs normally. Is is expected though to have incomplete search results for 10-15 minutes on an average installation.

1.11. HelpSpot 5.6.13

Originally published 2025-12-08

Enhancements

Increased Minimum Password Length: Minimum password length has been increased to 12 characters to strengthen account security.
Reduced Password Reset Token Expiration: Password reset tokens now expire after 10 minutes, limiting the window of vulnerability for password reset links.

Bug Fixes

Fixed inline images in request history being wrongly hidden.

1.12. HelpSpot 5.6.12

Originally published 2025-12-03

New Features

System Announcements: A new system for sending announcements in application to staff, controlled via a new Admin UI. This is especially useful if you need to make all staff aware of system issues, events coming up or other types of notifications. Read More...
Staff Notification Templates: Added separate, customizable email templates for "Staff New Request Notifications" and "Staff Request Update Notifications," allowing for distinct messaging for staff.
Email Recipient Handling: Added a new option to expand additional "To" recipients as "CC" recipients, ensuring all parties are visible on the thread.

Enhancements

Audit Logging: Enhanced audit logging for fetchmail jobs, request deletions, and new request creation.
Portal Form Validation: Added validation to make the request details field on the portal required.
Double Submission Prevention: Safeguards were added to prevent double-clicking the submit button in the customer portal.
API Enhancements: The apiGetRequest endpoint now includes the sAISummary field.

Bug Fixes

Fixed sizing issue on uploaded logos in the portal.
Fixed issue where token refresh timing out would cause an erroneous email sending error.
Fixed a bug where custom IMAP ports were not being respected.
Addressed a bug where event logs could be truncated.
Fixed an issue where the "Last Updated By" column was not reflecting the actual last user.
Fixed issue where 2FA QR codes were hard to scan in dark mode.
Fixed an issue on Windows server where a file read error when analyzing the size of attachments would cause the email send to fail.
Added a permissions group check on file attachment links to ensure the user accessing a file also has permissions to access the related request.
Fixed a regression where the FullRequestHistory placeholder tag was not properly including images.
Fixed an issue where angle brackets in email addresses were not being rendered properly in the CC field of the workspace.
Fixed confirmation message when disabling HelpSpot AI.
Fixed timeout when uploading attachments during console jobs.
Fixed "hidden" status on KB chapters not immediately updating because of a missing cache bust.
Added additional safeguards to prevent database connectivity issues from affecting automation rules.
Fixed the image title/filename display in the request history when multiple images are uploaded.

1.13. HelpSpot 5.6.11

Originally published 2025-10-01

New Features

Customer Wait Time Tracking: Track how long customers have been waiting for a response with new filtering and conditional capabilities. This allows you to create filters to identify requests where customers have been waiting longest, set up automations and workflows based on customer wait times, and better prioritize responses to ensure timely customer service. Watch an overview of this feature.
Workday Scheduling for Recurring Requests: Added "Every Work Day" option when creating recurring requests. This new scheduling option allows you to create requests only during business hours, automatically skipping non-workdays.

Improvements

Enhanced SAML identity claim mapping for improved flexibility and compatibility with various identity providers.
Removed the IMAP php extension check from the updater and installer since the extension is now optional.
Removed the maintenance mode UI controls to prevent accidental activation/deactivation and fix issue where maintenance mode would get stuck on enabled.
Quoting email history no longer includes the staffer name in the generated headers text.

Bug Fixes

Minor CSS adjustments.

1.14. HelpSpot 5.6.10

Originally published 2025-09-24

New Features

Added email subject as a condition in triggers.
Added TinyMCE editor translations for improved multi-language support.
Added Reports API for programmatic access to reporting data. (Documentation)
Added option to email CSV data along with scheduled reports. (Documentation)
Added language directive for AI-generated summaries of request history.
Added support for OpenLDAP username formats by allowing username prefixes and suffixes in the LDAP configuration. (Documentation)
Added support for custom username field definitions for portal ldap authentication.
Added to/cc/bcc header information from emails to the request history via API.
The image data flow has been refined to make image handling more efficient. An optional env variable RESIZE_IMAGES has been added if the old image resize behavior is needed.

Bug Fixes

Fixed issue where the Initial Request column would not populate unless the Request Summary column was also included in the filter selection.
Fixed new line to BR tag conversion for proper text formatting of long text custom fields on closed requests.
Fixed error message display and translations for requests with no public notes.
Fixed issue where column names in some displays would not be loaded in the correct language.
Fixed issue where selecting Reassign From/To condition in an automation rule and setting the value to "Logged in user" make it appear as "Inbox" after saving the rule.
Fixed forgot password template action to match current URL on secondary portals preventing an error on form submission. If you have customized the forgot.tpl.php portal template you will need to update it.
Fixed mailbox checking error in specific cases for IMAP mailboxes

1.15. HelpSpot 5.6.9

Originally published 2025-08-18

New Features

Added SMTP configuration options to mailbox command for improved email setup flexibility.
Added AI summary field (sAISummary) to request API methods.
Added semi-annually and annually options for recurring requests.
Added support for negation of reporting tags condition in automation rules and filters.
Added new setting to disable the automatic assignment of unassigned request to a staff member replying to a notification on the request.
Redesigned system notification style for improved visibility and visual hierarchy.
Added a feature to reopen a request if a email sending error occurs during the closing process.

Bug Fixes

Fixed Graph API timeout issues when uploading large attachments.
Fixed color display issues in the interface.
Added sCID index for better performance.
Fixed null queries on custom fields for private.request.search method.
Fixed error message display when email_from in an API request is set to inactive mailbox.
Fixed custom field date time double conversion when using placeholder tags.
Fixed authentication error when SMTP settings are blank.
Fixed SAML login redirect issue affecting Okta logins to the portal.
Increased timeouts for Graph API message downloads and fetchmail job to handle larger messages.

1.16. HelpSpot 5.6.8

Originally published 2025-06-18

Bug Fixes

Fixed issue where two images with the same name in an individual email would not display properly in HelpSpot.
Fixed license install command.

1.17. HelpSpot 5.6.7

Originally published 2025-06-16

New Features

Added feature that extracts embedded images from emails to prevent large email bodies from exceeding the 70,000 character email limit.
Improved the labeling of mailboxes in the "Default Send From" field on the email integration admin page.
Added sTitle (subject line) as a field to the request.create method of the public web API.
Added an Initial Request column that can be added next to the Request Summary column in filters. The Initial Request column will always show the initial request text even if a summary was generated for the request. The Request Summary column will use either the request summary, if available, or the initial request subject line and text.
When converting a request history item to a new request, the email headers of that request update are now used to fill in the customer name and email address on the new request.
The installer now accepts a pasted in license key instead of just a license file.
The initial request placeholder tag now handled images embedded in the email.
Added a summary language setting for AI summaries allowing either auto detection of the language based on the message content or a manually selected language.

Bug Fixes

Fixed issue with the AI settings page not loading on installations that do not have internet access.
Updated documentation URLs
Fixed bug where the max search results setting could be set to a blank value, causing errors in request searches.
Fixed bug when editing a predefined list custom field that contained special characters in the list values.
Fixed display issue with reporting tags in category settings.
Fixed issue with loading the backup templates from portals.
Fixed bug where staff updates in certain cases showed a "from portal" message.
Fixed issue where staff replies to notifications would not pass through attachments to the customer update.

1.18. HelpSpot 5.6.6

Originally published 2025-05-19

New Features

Added a new request history note when an auto reply loop is detected and stopped.

Bug Fixes

Fixed blank field that appeared in the filter column selection dialog.
Fixed bug that caused the usage count on AI prompts to not be updated.
Fixed email loop detection issue that caused auto reply loops to not be detected in some cases.
Fixed a missing custom_templates directory that was not included in the HelpSpot download package.
Added missing translations for the 'I AGREE' validation messages that appear when deleting customer data.

1.19. HelpSpot 5.6.5

Originally published 2025-05-08

Bug Fixes

Fixed error and provided better warnings when saving automation rules with a SQL error in the criteria.
Corrected bug where AI services could timeout when creating a request.
Fixed display issue where categories would be displayed when auto categorization was turned off in AI triage settings.
Updated dependencies.

1.20. HelpSpot 5.6.4

Originally published 2025-05-06

Read the original 5.6.2 release notes, which introduced AI Triage and the newly improved HelpSpot AI.

Bug Fixes

Disabled out-of-office detection by default.
Fix bugs on AI settings.

1.21. HelpSpot 5.6.3

Originally published 2025-05-06

Read the original 5.6.2 release notes, which introduced AI Triage and the newly improved HelpSpot AI.

Bug Fixes

Fixed a bug with category assignments and reporting tags being lost after selecting categories on the AI settings page.
Fixed a bug that caused categories to be displayed on the AI settings page even when HelpSpot AI is disabled.

1.22. HelpSpot 5.6.2

Originally published 2025-05-05

New Features

5.6.2 introduces the second generation of HelpSpot AI. HelpSpot AI is now free for all customers with current support. You no longer need to have your own Open AI key. If you are a self-hosted customer, login to store.helpspot.com to get a license key that enabled HelpSpot AI. If you are a cloud customer, the license is installed for you automatically. This new release introduces the following features & improvements:
- AI Triage autocategorization of requests (Documentation).
- AI Triage detection of out of office replies (Documentation).
- AI Triage automatic request summaries (Documentation).
- Existing HelpSpot AI features are significantly faster
- HelpSpot AI prompts can now utilize an Initial Request note and Last Public note placeholder. This allows AI prompts to compose complete responses to customers (Documentation).
Automation Rules now run in a queued job, improving performance & reliability

Bug Fixes

Fixed a few design issues when using dark mode

1.23. HelpSpot 5.6.1 - Beta

Originally published 2025-04-22

New Features

HelpSpot has a brand new logo! We’ll be making more improvements to the look & feel of HelpSpot later this year, so stay tuned.
If an email is received with attachment that’s over the set limit, the request history will now make note of this.
Added a new admin notification when HelpSpot is updated.
When changing a user password, you can now log that user out of other sessions they may have in HelpSpot.
The auto categorization option in HelpSpot AI now makes it easier to enable AI for selected categories in the AI settings screen.

Bug Fixes

Fixed an issue with saved reports that caused duplicate folders to be created.
Fixed a bug with deleting a filter that was set as a user’s default workspace.
Fixed broken inline fonts in emails when the font name contained multiple words.
Fixed the sPortalName placeholder tag.

1.24. HelpSpot 5.5.11

Originally published 2025-04-22

Breaking Changes

HelpSpot 5.5.0 release notes had breaking changes. If you are upgrading from a earlier version please review the HelpSpot 5.5.0 release notes.

New Features

HelpSpot has a brand new logo! We’ll be making more improvements to the look & feel of HelpSpot later this year, so stay tuned.
If an email is received with attachment that’s over the set limit, the request history will now make note of this.
Added a new admin notification when HelpSpot is updated.
When changing a user password, you can now log that user out of other sessions they may have in HelpSpot.

Bug Fixes

Fixed an issue with saved reports that caused duplicate folders to be created.
Fixed a bug with deleting a filter that was set as a user’s default workspace.
Fixed broken inline fonts in emails when the font name contained multiple words.
Fixed the sPortalName placeholder tag.

1.25. HelpSpot 5.5.10

Originally published 2025-03-18

Breaking Changes

HelpSpot 5.5.0 release notes had breaking changes. If you are upgrading from a earlier version please review the HelpSpot 5.5.0 release notes.

Bug Fixes

Fixed a bug with the user dropdown in the Audit Log that caused it not to work properly.
Fixed a bug with requests that had multiple images that were pasted into HelpSpot, which resulted in some customers seeing duplicates of the initial image when emails were sent.
Fixed a bug with seeing both success & error messages when deleting requests via the command line.

1.26. HelpSpot 5.5.9

Originally published 2025-03-11

Breaking Changes

HelpSpot 5.5.0 release notes had breaking changes. If you are upgrading from a earlier version please review the HelpSpot 5.5.0 release notes.

New Features

Added the ability to set a maintenance mode custom message when using the command line maintenance mode option.
Added support for PHP 8.4; supported PHP versions are now 8.2 through 8.4.
Implemented an optional IMAP library that can connect to IMAP mailboxes without the need for the PHP IMAP extension.

Bug Fixes

Fixed unnecessary audit log entry for cHD_PORTAL_CAPTCHA_WORDS on a fresh install.
Fixed the ordering of categories in the staff profile category list.
Fixed an error where staff members in the ‘Assigned To’ dropdown don’t show up in alphabetical order.
Fixed missing bcc header for Gmail sending.
Fixed API token display for some tokens in the staff profile.
Fixed the staff reassignment report causing a 500 error on SQL Server.
Fixed error with enabling round-robin on a new category.
Fixed redirect error when using /altlogin to debug SAML connections.
Updated framework dependencies.

1.27. HelpSpot 5.5.8

Originally published 2025-02-24

Breaking Changes

HelpSpot 5.5.0 release notes had breaking changes. If you are upgrading from a earlier version please review the HelpSpot 5.5.0 release notes.

New Features

Spanish is now a supported language in HelpSpot!
On-premise installations that use Windows can now download a .exe file that self-extracts the helpspot file, dramatically speeding up how long many Windows servers take to unzip HelpSpot during upgrades & installations.

Bug Fixes

Fixed an issue with email headers containing accented characters that resulted in mail not properly being pulled in to HelpSpot.
Fixed an issue with how Reporting Tags are displayed on the Add & Edit Category pages that resulted in the full names of tags not being displayed properly.
Fixed an issue with how some IMAP providers (namely Zoho & Mailo) handled archiving email once HelpSpot imported what was in the inbox.
Fixed an issue with Category assignment serialization for on-premise installations that use Windows SQL Server.
Fixed an issue with SMTP sending of image attachment files that would trigger some outbound spam filters.

1.28. HelpSpot 5.5.7

Originally published 2025-02-11

Breaking Changes

HelpSpot 5.5.0 release notes had breaking changes. If you are upgrading from a earlier version please review the HelpSpot 5.5.0 release notes.

Bug Fixes

Fixed a bug that caused HelpSpot users to be logged out quicker than expected
Fixed a bug that resulted in a blank page being displayed for some users if no Knowledge Books had been created
Fixed a bug with responses that resulted in responses being listed in the editor search, even if the user didn’t have the correct permissions to edit those responses.
Fixed a bug when doing a fresh installation that resulted in HelpSpot not working if the on-premise server wasn’t connected to the internet.
Fixed missing web.config file used for IIS installations.

1.29. HelpSpot v5.5.6

Originally published 2025-02-05

Breaking Changes

HelpSpot 5.5.0 introduced breaking changes. If you are upgrading from an earlier version, please review the HelpSpot 5.5.0 release notes.

Bug Fixes

Fixed API error when retrieving attachments.
Reoccurring requests are now required to have a message body and are validated.
Added additional validation to outbound email addresses to prevent RFC errors.
Fixed database query type errors when installing HelpSpot on Windows with SQL Server.
Fixed issue where saving a report would not redirect you back to the saved report.
Added additional Live Lookup help text and documentation.
Added better error messages when trying to send an attachment that is too large for the Microsoft and Google APIs.
Fixed error where some saved reports could not be exported as CSVs.

1.30. HelpSpot v5.5.5

Originally published 2025-01-30

Breaking Changes

HelpSpot 5.5.0 introduced breaking changes. If you are upgrading from an earlier version, please review the HelpSpot 5.5.0 release notes.

Bug Fixes

Fixed an issue with the customer tools page that prevented the deletion of records from that page.
Refactored the assignment of categories to staff members to make it more fault-tolerant.
Fixed a bug with Microsoft mailboxes that caused requests with attachments over 150MB (Microsoft’s per-email limit) to not properly capture this error in the Request History.
Fixed a rare error with relative date range calculation.
Added validation to custom SMTP settings on OAuth mailboxes.

1.31. HelpSpot 5.5.4

Originally published 2025-01-27

Breaking Changes

HelpSpot 5.5.0 introduced breaking changes. If you are upgrading from an earlier version, please review the HelpSpot 5.5.0 release notes.

Bug Fixes

Fixed a bug with certain saved reports.
Fixed a bug with some Microsoft mailboxes and a bad message ID in the email header.
Fixed a bug with quoting request history items that contain images, which was resulting in a 500 error.

Enhancements

Added a command to update the language constants in custom_templates. The command is automatically run on update for any version less than or equal to 5.3.3 and can be manually run against other directories to fix custom templates in secondary portals.
Tweaked the SMTP settings page for OAuth (Microsoft & Google) mailboxes to prevent accidentally accepting empty SMTP values.
Adjusted internal settings to allow HelpSpot installations to be embedded in an iFrame on other sites. Please contact support if you're interested in this.

1.32. HelpSpot 5.5.0

Originally published 2025-01-23

This release includes new features, bug fixes, and updates to frameworks and dependencies.

Breaking Changes

PHP Requirement: HelpSpot now requires PHP 8.2 or 8.3.
Windows Installer: The Windows Installer has been removed. To install or upgrade HelpSpot on Windows, please refer to our documentation.
Language Packs: Language packs are now provided as part of HelpSpot. We are shipping English, German, and Dutch languages with this release; if you need another language, please contact support. If you’ve made any previous language customizations, you’ll need to re-do them by customizing Language Strings in the Admin section of HelpSpot.
Portal Template Updates: Legacy language constants in customized portal template files will need to be updated to use the lg() helper function.

New Features

Custom Logo Upload: You can now easily upload your own logo to your support portal without modifying portal templates.
Dutch & German Support: Dutch and German languages are now natively supported in HelpSpot!
Language Customization: Wish something in HelpSpot was called something else? You can now override language used in HelpSpot by modifying Language Strings.

Enhancements

WYSIWYG Editor: Updated WYSIWYG editor with new formatting features.
Accessibility Improvements: Color and contrast tweaks to text in HelpSpot to better support accessibility standards.
Credit Card Redaction: Improved credit card redaction functionality to minimize false positives.
CC Recipient Control: Optionally remove the ability for customers to add additional CC recipients to a request.
LDAP Authentication: New LDAP authentication library and LDAP authentication added to portal settings.
Mailbox Error Display: Better email mailbox error display in the admin area.
Mailbox Connection Testing: When adding a new Google or Microsoft mailbox, you can now easily test to make sure you’ve correctly connected before enabling the mailbox.
Email Template Validation: Changes to variables in email templates are now validated against known errors.

Bug Fixes

Fixed a bug where exporting customer info by email didn’t work properly.
Fixed a rare bug that displayed portions of the HelpSpot login page in the request UI.
Fixed a bug when creating Secondary Portals on self-hosted Windows installations that caused the file paths to be generated incorrectly.
Fixed a syntax error in Mailbox display name presets.
private.filter.get now returns a 4xx error if an invalid ID is passed in.
Email subject edits are now preserved when switching between Public, Private, and External message types.
Fixed an issue with parsing CC’d email headers that have malformed addresses.

1.33. HelpSpot 5.5.1

Originally published 2025-01-22

Breaking Changes

HelpSpot 5.5.0 introduced breaking changes. If you are upgrading from an earlier version, please review the HelpSpot 5.5.0 release notes.

Bug Fixes

Fixed an issue where both date and date & time fields sometimes did not properly store the selected date.
Fixed an issue where old bookmarks to admin.php would not properly redirect.

1.34. HelpSpot 5.4.15

Originally published 2024-11-13

This version does include security fixes in dependency libraries. We recommend updating as soon as possible.

Enhancements

Filter groupings now support the drilldown custom field type.

Bug Fixes

Fixed issue where the customer email address column in emailed reports of customer activity would be blank.
Update dependency versions.

1.35. HelpSpot 5.4.14

Originally published 2024-09-13

Bug Fixes

Fixed issue where portal logins could fail.
Fixed public api endpoint.

1.36. HelpSpot 5.4.13

Originally published 2024-09-11

Enhancements

Improved Dark Mode

We gave HelpSpot’s dark mode some much needed improvements to color choice & especially contrast, making it a better choice than ever for users who prefer to use dark mode in their websites & apps.

Report Date Range Options

Saved reports now include a date range option. When a report is saved your can select a specific dynamic time range that will be applied when saved reports are run or emailed reports are sent out. This will allow quicker retrieval of data on your help desk performance and make it easier to format reports for stakeholders. This new option can be found as the “Default Date Range” option on each report.

Last Login Reporting

You can now easily see when each of your staff members last logged in to HelpSpot. This can be helpful for tracking staff activity and user management. The last login is now displayed in the staff management screen of the Admin area.

Bug Fixes

Fixed issue where KB chapters would not be displayed on the request screen picker if cookies were recently cleared.
Fixed issue where some buttons were not rendered correctly when the workspace sidebar was closed.
Other small bug fixes.

1.37. HelpSpot 5.4.12

Originally published 2024-07-19

Bug Fixes

Fixed issue where relative links were not properly converted in emails to full URLs.
Added shorter timeout to HTTP live lookup calls via triggers to prevent timeouts affecting email processing.
Fixed XSS issue.

1.38. HelpSpot 5.4.11

Originally published 2024-07-15

Enhancements

The HelpSpot Audit Log now logs when requests are merged, trashed, spammed or deleted.
Admin > Settings > HTML Email now includes a Allowed URI Schemas setting. This is a a comma separated list of schemas that are allowed in URIs for links. For example if you have an app that uses myapp:// and another app that uses myotherapp:// you can enter myapp,myotherapp in this setting to allow those URLs to be passed in and out of HelpSpot requests as links.
Added a strike through option to the WYSIWYG editor. It is available in the text formatting sub-menu.

Bug Fixes

Fixed an error when writing logs to the audit log for some settings on Microsoft SQL Server based installs.
Fixed issue where requests opened by the the API using xPersonOpenedBy=0 parameter would not attach staff signatures to subsequent batch updates from staff.
Fixed issue where staff signatures were not reliably added to staff updates when updates were added via the private.request.update API.
Updated dependencies.

1.39. HelpSpot 5.4.10

Originally published 2024-06-05

Enhancements

Added a new Staff Reassignment report. This report displays the number of reassignment actions that each staff member has completed for a given time period. This report can be helpful in accurately tracking triaging work done by staff.

Bug Fixes

Fixed issue where new full text indexes could not be created on SQL Server installations that were upgraded from HelpSpot v4.x.x.

1.40. HelpSpot 5.4.9

Originally published 2024-05-29

Breaking Changes

HelpSpot 5.3.0 had breaking changes. If you are upgrading from a earlier version please review the 5.3.0 release notes.

Enhancements

Added GPT-4o and GPT-4-Turbo models as available OpenAI model options.
Added an admin setting to disable and enable the customer support widget.

Bug Fixes

Fixed error when initializing a new OpenAI API key.

1.41. HelpSpot 5.4.8

Originally published 2024-05-13

Breaking Changes

HelpSpot 5.3.0 had breaking changes. If you are upgrading from a earlier version please review the 5.3.0 release notes.

Enhancements

New audit log feature allows for the logging to staff actions such as settings changes, filter and report creation, staff logins and more. (KB Article).
IMAP mailboxes can now specify a custom archive folder in the IMAP mailbox where mail will be moved to after email is imported.
Improved the field descriptions for SMTP provider configuration.
Added additional email parsing rules to clean and display MSO conditionals when used in emails.

Bug Fixes

Fixed bug where email display names with commas in them that are not properly quoted according to the RFC spec would cause HelpSpot to attempt to send to incomplete email addresses.
Fixed error where the generated supervisord.conf file for windows installations would not parse properly if spaces were present in the file paths.

1.42. HelpSpot 5.4.7

Originally published 2024-03-19

Breaking Changes

HelpSpot 5.3.0 had breaking changes. If you are upgrading from a earlier version please review the 5.3.0 release notes.

Enhancements

Added Eastlink Canada SMS provider
Added compatability with the OpenAI GPT-4-Turbo model. If you are currently using the GPT-4 model you will be automatically upgraded to the more affordable model.
Updated several dependencies

Bug Fixes

Fixed issue where some email images could not be reattached to new messages properly.
Fixed error that was log when parsing emails in some cases.

1.43. HelpSpot 5.4.6

Originally published 2024-02-06

Breaking Changes

HelpSpot 5.3.0 had breaking changes. If you are upgrading from a earlier version please review the 5.3.0 release notes.

Enhancements

Enhanced performance of keyword searches on requests in MySQL.
Added the ability to mark a specific live lookup source as the default.
Compatibility with PHP 8.3

Bug Fixes

Fixed issue where the failed jobs log would not load properly.
Addressed validation issue where negative numbers would not be allowed in numeric custom fields.
Fixed issue where html of a request note could become unbalanced after truncation causing display issues.
Fixed serialize error when upgrading from HelpSpot v4.
Removed incorrect menu options from spam and trash views.
Removed filter image tags setting.
Fixed issue where valid SQL would be removed from custom where clauses.

1.44. HelpSpot 5.4.5

Originally published 2023-12-27

Breaking Changes

HelpSpot 5.3.0 had breaking changes. If you are upgrading from a earlier version please review the 5.3.0 release notes.

Enhancements

Added new .env variable settings to support signing of SAML service provider data.
Enhanced performance of certain full text queries on MySQL servers.

Bug Fixes

Fixed bug that could result in an exception in cases where all the category users are admins on random assignment rules.
Updated dependencies.

1.45. HelpSpot 5.4.4

Originally published 2023-12-14

Breaking Changes

HelpSpot 5.3.0 had breaking changes. If you are upgrading from a earlier version please review the 5.3.0 release notes.

Security Fixes

This release contains an important security update. All HelpSpot cloud customers have already been updated. If you’re an on-premise customer we recommend you update as soon as possible.

Enhancements

Added a new environment variable setting for MAINTENANCE_CRON_INTERVAL that allows for the creation of a custom schedule of daily maintenance tasks. This is mainly helpful in ensuring that intensive maintenance operations are performed off peak hours.
New web based TOS agreement page on new installations.
Meta data collection now uses more efficient queries on mysql.
Changed the limit of full text search results to 2000 requests on mysql.
Improved memory usage and performance when loading requests with attachments.

Bug Fixes

Fetchmail jobs now have a explicit lock for one hour. After that they timeout and will allow new jobs to be created.
Updated library dependencies.

1.46. HelpSpot 5.4.2

Originally published 2023-10-26

Breaking Changes

HelpSpot 5.3.0 had breaking changes. If you are upgrading from a earlier version please review the 5.3.0 release notes.

Features

Added a custom CA cert option for ldap authentication connections for use when ldap servers have self signed or private CA signed certificates.
Added timeout setting to the HelpSpot AI OpenAI integration.
Added GoogleFI SMS gateway.
HelpSpot now attempts to remove custom color styles from email bodies in Dark Mode to improve readability.
Request merging now locks the request while the merge takes place to prevent two merges from conflicting with each other.

Bug Fixes

Fixed error where related pages listing in the KB editor would no populate already related pages.
Reoccurring request now show up as being created by the system instead of user id #1.
Adjusted the size of the HS_Request_Events sDescription column on sql server was defaulting to 191 resulting in truncation of history events.
Webhook calls from triggers and automation rules now have a 10 second timeout to prevent long running requests.
Removed the Rogers SMS gateway setting as Rogers no longer offers this as a service to its customers.
Fixed less than and greater than conditions in triggers that did not function as expected.
Added new check for mail jobs to ensure that more than one mailbox check isn’t queued at the same time for the same mailbox.
Fixed upload error when drag and drop uploading files with not Latin1 characters.
Fixed error where special characters could cause an exception in full text searches.
Added a note that the Staff Reply as Public Note setting is not supported by Google mailboxes.

1.47. HelpSpot 5.4.1

Originally published 2023-08-21

Breaking Changes

HelpSpot 5.3.0 had breaking changes. If you are upgrading from a earlier version please review the 5.3.0 release notes.
If you have a HelpSpot installation with a custom language pack and you are planning to upgrade to HelpSpot 5.4.1, there are a few additional steps you need to take. In particular, you will need to add language strings and files to ensure that the language pack works as expected in the new version of HelpSpot. See the details he re.

Features

Introduced a Call Center UI integrating a soft-phone frame on the left and the standard HelpSpot UI on the right, enhancing agent efficiency by consolidating multiple windows. This feature currently supports Vonage soft-phone users.
Added support for new HelpSpot license types.

Bug Fixes

Users will now be notified when the OpenAI API returns specific errors, such as reaching their quota.
Added detailed hints for the HelpSpot AI translation language setting.
Improved documentation links for HelpSpot AI features.
Improved database performance when running automation rules.
Fixed issue where the “Now Matches” regex criteria in triggers would lose its configured value.
Fixed error where issues with Thermostat API keys being invalid would not be logged correctly.
Fixed issue where .jpeg extension attachments could not be reattached as a image.
Fixed issue where the date picker calendar icon would not be displayed properly on secondary portals.
Resolved an issue where searching for values with special characters, like “&”, in advanced search didn’t yield results. Now, such searches are consistent with regular filter searches.
Fix outdated links
Addressed occurrence of deprecated PHP each() function.
Fixed an issue where Microsoft mailbox connections misinterpreted Graph API error responses as raw EML, causing blank emails in HelpSpot. The update ensures Graph API errors are now correctly identified, logged, and prevents unintended email archiving.
Resolved an issue with error messages on the IMAP mailbox setup page. Error display is now corrected.

1.48. HelpSpot 5.4.0

Originally published 2023-05-23

Breaking Changes

HelpSpot 5.3.0 had breaking changes. If you are upgrading from a earlier version please review the 5.3.0 release notes.
If you have a HelpSpot installation with a custom language pack and you are planning to upgrade to HelpSpot 5.4, there are a few additional steps you need to take. In particular, you will need to add language strings and files to ensure that the language pack works as expected in the new version of HelpSpot. See the details here.

Features

HelpSpot AI

HelpSpot AI Prompts: Using an optional integration with the OpenAI ChatGPT API you can now write and use custom prompts to transform and improve notes written to customers and KB articles. HelpSpot AI comes with common prompts included that can be customized and added on to.
Writing Improvement Prompts:
– Expand into a complete reply
– Expand into an article
– Expand into a tutorial
– Improve Writing
– Spelling and Grammar
– Make Shorter
– Apologetic Tone
– Positive Tone
– Casual Tone
– Formal Tone
Translation Prompts:
– French
– German
– English
– Spanish
– Dutch
– Mandarin
– Japanese
– Hindi
– Standard Arabic
HelpSpot AI can summarize your request history as a new note.
HelpSpot AI Translation: Using an optional integration with the OpenAI ChatGPT API you can translate request notes from a customer that is written in other languages.

(HelpSpot AI features require an OpenAI API key to be enabled.)

Mail Handling and Queue Improvements

HelpSpot worker queue sizes can now be viewed in the queue worker admin area.
Mailboxes now show their last successful check time in the admin interface.
If mailbox checks fail for more than 12 hours, an alert is shown to admins in the HelpSpot workspace alerting them to the issue.
HelpSpot now detects if a staff member’s personal email auto-replies to a request notification (out of office replies) and does not reassign the request in those cases.

Improved Redaction Controls

Added refined SSN redaction. You can now choose between dashed ssn redaction, no-dash ssn redaction, or both.

1.49. HelpSpot 5.3.1

Originally published 2023-03-13

Breaking Changes

HelpSpot 5.3.0 had breaking changes. If you are upgrading from a earlier version please review the 5.3.0 release notes.

Fixes

Fixed an issues where the CC’d staff log could cause an error resulting in the request history not loading.

1.50. HelpSpot 5.3.0

Originally published 2023-03-01

Breaking Changes

SQL Server requirements have been raised to SQL Server 2012. This is due to change in the collation of the HS_Request_History.tNote and HS_Request.sTitle columns to correct emoji in initial requests causing query errrors on SQL Server. This change also requires a rebuild of the full text indexes on these columns, so plan for additional downtime for that process to complete while upgrading. This does not affect MySQL/MariaDB based installs.
Livelookup via command line now uses named parameters instead of unnamed options in the command line. This allows for much easier and more consistent parsing of the data provided to command line Live Lookup tools. If you have an existing command line livelookup tool, it will need to be updated. This does not affect HTTP based livelookup.

Features

Added an optional feature to redact SSN and Credit Card numbers from new tickets and updates to existing tickets. To learn more about this feature, head over to our YouTube walk-through.
Added additional system checks when running the command line updater to ensure the environment is ready to upgrade.
Improved the error checking during the install process.
Added Cricket Wireless as a SMS gateway option.
Reorganized the system settings page to make the options clearer.
Fixed error and added a warning when drilldown custom field options change invalidating old data.

Fixes

Removed unneeded installation steps on Windows.
Fixed potential error when building the KB table of contents.
Fixed potential errors with integer values on filters in PHP 8.1.
Fixed error in portal conditionals when no secondary portals exist.
Fixed error that could cause the workspace to no automatically refresh.
Fixed error the setup.bat file used to create the HelpSpot queue workers on windows.
Fixed html syntax error in request history search screen

1.51. HelpSpot 5.2.21

Originally published 2023-01-10

Fixes

Fixed issue accessing error code on IMAP connections.
Eliminated fatal errors when a language string is missing from a custom language pack. If a language string is missing the identifier will be shown until it is added to the language pack.
Fixed possible error that could be encountered after resetting the spam filter.
Fixed error in PHP 8.0 and 8.1 where some scheduled reports would not be emailed.

1.52. HelpSpot 5.2.19

Originally published 2022-12-06

Fixes

Fixed error when entering partial times in the time tracker such as 1:15 instead of 1:15:00.
Fixed portal error after a user votes on the helpfulness of a KB article.
Fixed custom field error on portals.
Fixed possible error when URL variables are passed to the portal.
Fixed error when IMAP connection fails but returns no error code.
Fixed issue adding inline attachments to emails.

1.53. HelpSpot 5.2.18

Originally published 2022-11-29

Fixes

Corrected SMS provider that was seeded into the database improperly on new installations.
Fixed bug with tags comparison operations.
Fixed error with sms size trimming on PHP 8.0 and 8.1 .
Fixed custom field creation with empty category list error on PHP 8.0 and 8.1.
Add missing semicolon in portal creation instructions.
Fixed mail processing error when options are set to automatically remove attachments.
Fixed bug where attachment CIDs in outgoing emails could be duplicated.
Corrected issue where attachments would not be returned in a request.get public api request.

1.54. HelpSpot 5.2.16

Originally published 2022-11-03

Enhancements

PHP 8.1 support
SQL Server database connections now have configurable encryption settings. Two new settings in the .env configuration file allow admins to optionally set the DB_ENCRYPT and DB_TRUSTSERVERCERTIFICATE settings.

Fixes

Fixed spelling errors.
Fixed the disable 2 factor function to allow admins to turn off 2 factor authentication if a staff member becomes locked out.
Removed enable 2 factor button when admins are managing other users.

1.55. HelpSpot 5.2.15

Originally published 2022-10-18

Fixes

Password validation errors during initial installation now give better errors.
Fixed bug where permission groups could not be changed if only one admin was present in the system.
Fixed bug for staff members replying to email notifications would fail to update the customer.
Password reset is removed on the admin login page for installations using external authentication providers.
Fixed spelling error.

1.56. HelpSpot 5.2.13

Originally published 2022-08-22

Enhancements

Added a new action to Automation Rules and Triggers that posts a webhook without the request history included.
Added helper files for the new windows installation process.
Scheduled requests and reports now have a “Quarterly” frequency option.

Fixes

Fixed issue where prev/next request button resulted in error when cookie “last_queue” was not set.
Removed the next previous buttons in the customer history where they are not needed
Added APP_URL to CSP portal policy to prevent resource loading issues.
Improved the default connect CSP policy
Fixed bug in email parser tags
Set html body on SMS messages as some SMS gateways require it.
Improved error handling of filters that show a count in the workspace sidebar
Fixed widget loading issues
PHP 8 compatibility fix

1.57. HelpSpot 5.2.12

Originally published 2022-06-28

Fixes

Fixed issue where an empty value could not be passed to a custom field in the API.
Fixed issue where livelookup URLs that included a “&” character would be improperly encoded.
Fixed mailbox account name placeholder presets that would cause parsing errors in templates.
Fixed undefined password error in the installer.

1.58. HelpSpot 5.2.11

Originally published 2022-06-21

Enhancements

Added support for OAuth2 authentication support for sending and receiving email from Google hosted mailboxes. Configuration steps are outlined here.
Added X-Frame-Options headers, X-Content-Type-Options headers and CSP headers. Configurable using .env settings.
You must now verify your previous password before changing a staff password.
Password complexity rules are now enforced
Attachments on HelpSpot cloud are now checked for known malware and viruses.

Fixes

Fixed issue with 2fa routes not being updated correctly.
Fixed issue where an old version of js files could be cached for the WYSIWYG editor.
Fixed missing header error for Office365 email integration.

1.59. HelpSpot 5.2.10

Originally published 2022-06-06

Fixes

Fixed issue with the reminder date picker not showing dates in the correct format.
Fixed issue with Office 365 mailbox oauth keys would not be refreshed
Fixed issue with 2FA routes.

1.60. HelpSpot 5.2.7

Originally published 2022-05-23

Enhancements

Automation rules can now be configured to only run during business hours or only outside of business hours.

Fixes

Fixed issue where KB article styles, classes and js could be stripped from the content incorrectly.
Fixed error when parsing email with a invalid FROM: header.

1.61. HelpSpot 5.2.3

Originally published 2022-05-06

Fixes

Fixed routing issue that could appear on select routes like password reset and login routes.

1.62. HelpSpot 5.2.2

Originally published 2022-04-18

Enhancements

Native 2fa authentication is now supported. Each user is able to setup a 2fa code and use an authenticator app of their choice. Documentation on how to enabled this feature is found here.
Mail rules can now test for both header values and header names in emails.

Fixes

Fixed error when sending reminders with certain template tags included.
Fixed issue where triggers would still be logged even if the “don’t log” option was selected.
Fixed issue where the sending email box selection in Admin > Settings > Email Integration would not show the correct selected value.
Allow archiving on Office 365 api connected mailboxes.
Fixed SQL error on SQL Server when running Customer Activity Report Grouped by Name.
Set the SMS subject line to “HS” to allow of the message content to be sent in the SMS body.
Fixed issue where custom IMAP mailbox connection options would not be shown.
Fixed the address book popup dialog display width.
Fixed issue where the WYSIWYG editor would not load if the app URL included a port number.
Fixed issue with some API calls where file attachment blob contents would be included in the returned data.
Fixed issue where unsaved note data in a staff member’s browser would be improperly saved on existing requests and restored to a new blank request.
Fixed improper text on the notification name setting field label.

1.63. HelpSpot 5.1.11

Originally published 2022-02-25

Fixes

Update optional category grouping portal example.
Fixed IMAP mailbox update issue (when not updating the password) so it does not double-encrypt a password.

1.64. HelpSpot 5.1.9

Originally published 2022-02-14

Fixes

Addressed issue with mailbox password migration on HS4 to HS5 upgrades.
Fixed issue where update and close button would not show popup dialogue prompting the user to change the status from active to a closing status.

1.65. HelpSpot 5.0.95

Originally published 2021-11-18

Enhancements

New placeholders are available for the current portal’s parameters: portal portal_org, name portal_helpdeskurl, portal_requestformurl, portal_requestcheckurl, portal_knowledgebookurl
Preview, search and other modal windows are now wider making more information available on a single screen.

Fixes

Fixed issue where incorrect portal could be linked in emails when using a secondary portal.
Removed outdated full text search warning.
Fixed issue where placeholder tags would not be replaced in subject lines.
Improved error handling if an invalid placeholder tag is added to the body of a message.
Fixed issue where a missing cookie storing the last search could cause an error.
Added a validation check to not allow attachments without a note.
Improved the display of reporting tags in requests.
Fixed issue where multiple Thermostat surveys on one request could cause filter errors.
Improved request id handling in the subject line when a new request is created.
Fixed issue where blob files were included in API calls.
Improved the performance of the request history view in the portal.
Improved the display of upload status on large file names

1.66. HelpSpot 5.1.8

Originally published 2022-02-08

Enhancements

Support added for API based authentication to Office 365 mailboxes using oAUTH authentication. This new mailbox format will be compatible with Microsoft’s upcoming policy changes regarding basic authentication on IMAP and SMTP connections.
Improved the UI of the Settings > Email Integration page. You are now allowed to set an existing mailbox for you default sending settings.
Added “date is not set” option for filters.
Added a utility command to delete jobs from the queue based on fully qualified class name
e.g. php artisan queue:clear-job -Q default -c redis HS\IncomingMail\Jobs\FetchMail

Fixes

Fixed full text search error on SQL Server based installations.
SAML_AUTH_CONTEXT is no longer sent by default when using SAML authentication to prevent auth type mismatch errors.
CC’d recipients on new request are now sent auto reply emails in addtion to the primary customer.
Fixed issue where quoting an email that is marked as private would not include the original messages headers.
Fixed issue where private chapters in knowledge books could create incorrect navigation links on the customer portal.
Fixed issue where saved reports could be displayed without proper folder navigation.
Added additional error check to ensure a request can’t be merged into itself.
Fixed “Invalid id given” error when reattaching documents.
Email subjects are now parsed for Helpspot template tags.
Set missing portal variable on reoccurring requests.
Fixed issue where update webhook for a request would send an incorrect value for the fOpenedVia field when the update is made in the request page.
Fixed issue where “<” sign was not allowed in filter names.
Fixed issue where only the first custom field email tag would be properly stripped from an incoming email containing multiple tags.
Addressed issue where a user could inadvertently update a request that was marked as spam. This fix moves items from SPAM to ACTIVE when updated via the private api. It also warns user in the web UI and disallows updates until they change the status.
Fixed issue where the portal password reset form does not build URLs based on secondary portal URL.

1.67. Helpspot 5.0.94

Originally published 2021-10-01

Bug Fixes

Fix issue where mailbox would be incorrectly selected as “Do Not Send Email” for some requests.
Fixed thermostat import error reporting.

1.68. Helpspot 5.0.93

Originally published 2021-09-30

This update addresses an important security issue. We recommend updating as soon as possible.

Enhancements

Added new connection options field to the mailbox setup field to allow administrators to pass in custom IMAP options. This allows for connecting to shared mailboxes.
Improved quick search performance and accuracy.

Bug Fixes

Improved reliability of forward:true email command.
Fixed Typo.
Fixed issue where email options drawer wouldn’t open.
Addressed issue where KB order changes would not be immediately reflected in the UI.
Improved login page loading performance for installations not on the public internet.
Fixed issue where “Do Not Send Email” mailbox default would not stick on update.
Fixed alert formatting issue on login page.
Addressed PDOException(code: 42000) error causes when forwarding or quoting request history items with attachments.
Fixed security issue.

1.69. Helpspot 5.0.90

Originally published 2021-08-05

Bug Fixes

Improved quick search parsing of first and last names
Added console command line tool for checking the queue size
Added ability to check a mailbox immediately via console command
Add a new function to ensure the CID has an @ symbol
Add a fallback for gmail images that might come in without a cid.
Do an @ check against cid’s when quoting/forwarding
Added space between command and command args for CLI based LL
Add a HS.user.id to the global JS
Fix filter checks
Add Safari support for hyphens in the request peak view

1.70. Helpspot 5.0.88

Originally published 2021-07-14

Breaking Changes

Command line based live lookup parameter order has changed to fix an issue with missing parameters. If you are using command line live lookup you may need to update your script. Most customer use http/https livelookup and won’t need to make any changes.

Enhancements

Email sends are now retried in the queue 5 times with 30s backoff before reporting failure. This enhancement makes HelpSpot more resilient to temporary SMTP server failures. This is configurable via .env settings.
The filename of the retreived eml file during email import is now recorded in the email headers area of HelpSpot.
Added alignment controls to the WYSIWYG editor.

Bug Fixes

Fixes for retrieving binary attachments
Fixed SAML redirect issue
Fix KB wysiwyg toolbar
Fixed issue where attachments in responses were not included in emails if using database based storage
Added LDAP support for RSS authentication
Fixed issue with loop checking logic
Bayesian spam classifier now uses domains not entire urls as spam criteria.

Windows Installer Updates

Go-Supervisor is updated to 0.7.3

1.71. Helpspot 5.0.87

Originally published 2021-06-23

Bug Fixes

Fix the size of the remove icon for response documents
Fix bug where new attachments could not be used along with response attachments or other reattachment.
Fixed issue where embedded images in forward messages would not receive the correct CID
Fixed issue where database-based storage installations could receive a file attachment error.

1.72. Helpspot 5.0.86

Originally published 2021-06-23

Enhancements

Add UI for alt tags on images in KB pages
Added ability for administrators to delete an attachment from the customer tools.

Bug Fixes

Fixed possible issues with attachment processing
Fixed issued with CID matching on email attachments
Fixed issue where unread icon could appear in certain edge cases with no new updates
Fixed bug in the loop check system
Fixed issue where secondary portal SAML auth would redirect to the wrong URL after authentication.
Fixed bugs with style image tags not attaching properly images properly
Fixed issue where legacy filters and automation that key off of long text custom fields could cause errors
Fixed issue where pdf content could be missing in attachments
Fixed issue where fullname was not available as a trigger variable
Fixed markdown processing in triggers

1.73. Helpspot 5.0.84

Originally published 2021-06-07

Bug Fixes

Fixed image link issues when quoting and forwarding request notes
Fixed bug in the email loop check logic
Addressed issue with trailing whitespace in full-text searches
Improved file reattachment backend processing
Fixed issue with filtering on large text fields.
Fixed issue where translations wouldn’t fall back to English
Fixed issue where new request notifications would not include attachments
File attachment mime types will be guessed based on file extension if not found
Improved logic on whether binary or text formatting was used in attachments
Fixed HTML stripping on placeholder tags for SMS messages

1.74. Helpspot 5.0.82

Originally published 2021-05-19

Enhancements

Added basic DB profiling option for debugging
Improved query performance for getting user avatars on the request page
HelpSpot will now guess the file extension based on mime type for attachments if a file name is not included in the headers.
Added underline button to WYSIWYG editor
We now only log the first line of the email send failure in a note to include the basic needed information. The full SMTP transaction log will still be available in helpspot.log

Bug Fixes

Fixed language file error on todayboard dashboard.
Removed unneeded sorting links when testing an Automation Rule
Fixed api-key background when in dark mode.
Fixed language file error when using the license command in the HS command-line tool.
htaccess for apache installs now has an additional line for enforcing https based on x-fowarded-proto header
Fixed issue for users in a permission group that is limited to assigned categories where their private.request.get API calls fail and return an empty result.
Ensure column is nullable for databases that do not support not-null columns with no default value (sqlsrv 2014).
Fixed read/unread state when updating to hs5
Fixed the horizontal spacing on the request page title
Fixed private api generating the list of mailboxes
Fixed system information query for SQL Server.
Fixed the portal reset password submit button label.
Improved the file permission handling of uploads.
Fixed private.document.get for s3-backed storage (Chris Fidao)
Added a form validation check when submitting a request to ensure we have all the attached docs stored on disk.
Fixed mail rule headers matching
Fixed issue with spam checking and bayesian classifier
Fixed email formatting on the password reset email
Resolved issue of LDAP auth checkbox options not staying checked
Change the order of running email through markdown until all the variable replacements have been done.

Windows Installer Updates

MySQL client used during the install process is now compatible with MySQL 8.0

1.75. Helpspot 5.0.80

Originally published 2021-04-19

Bug Fixes

Added ability to force HTTPS schema via .env file configuration parameter FORCE_HTTPS.
Fixed potential performance issues with session garbage collection.
Fixed always visible scrollbars on tables in the request history.
Prevented the creation of session during API calls
Health check pings no longer create sessions
WYSIWYG styling improvements
Removed broken inline images when quoting a request
Fixed potentially array key error in API
Improved request history forwarding processes
Fixed issue where disabling “Enable HTML for Notes” and adding image attachments resulted in HTML source being shown.
Added full-size image button when viewing a closed request.
Improved HelpSpot 4 to 5 upgrade process when dealing with a large number of documents being upgraded.
Turn off autocomplete on staff username field to prevent errant entries.
Fixed issue where images with custom parameters might not be attached properly.
Improved dark mode on sortable editing fields
Fixed issue where staff alternate email notification could still be enabled after remove of alternate email settings.
Fixed issue with the time tracker on requests prior to creation that results in time being logged on the wrong date.
Fixed issue with the “reassigned by” filter criteria
Added example in .htaccess file of enforcing use of .htaccess in Apache

Windows Installer Updates

Updated bundled Apache Installation
Added no-restart argument to vcredist install to prevent restarts cause by anti-virus scanners
Updated links to HelpSpot resources.

1.76. Helpspot 5.0.79

Originally published 2021-03-25

Bug Fixes

Added support for markdown images being drag and dropped
Fix reattachment javascript bug
Fixed caching of tinymce JS with each HS version
Remove bar between wysiwyg options
Fixed dark mode roll over style in the header
Fixed issue with response folder ordering when there are multiple levels of folders
Fixed table width display issues
Fixed issue where deleted users were not removed from the assignment pool of auto assignments in categories.
Fixed checkbox requirement on portal forms
Reminders now default to 8:00am instead of midnight.
Fixed issue with WYSIWYG image uploads
Better error handling for thermostat events
Fixed checkbox interaction in the peek view.

1.77. Helpspot 5.0.78

Originally published 2021-03-15

Enhancements

Upgrade the WYSIWYG editor and added new text formatting options to the toolbar

Improved filter formatting when long email subjects are included
Allow special CSRF exceptions on custom routes

Bug Fixes

Add a fallback if parse_url fails on the cHOST for setting SMTP HELO.
Fixed issue with mobile authentication when the public API was disabled
Fixed image upload url in cases where hostnames are different
Removed unused logo image setting
Normalized unset settings to empty values
Resolve issue where some links would be generated with the wrong path for API created requests
Added in-repy-to and references headers to outgoing emails for proper message threading in some email clients
Fixed issue with KB attachment path for installs that use a subdirectory.
Fixed path formatting issue when creating a new secondary portal on windows based instances.
Updated query error handling
Fixed apache config in windows installs not being created correctly for installs in a sub-directory.

1.78. Helpspot 5.0.77

Originally published 2021-03-03

Bug Fixes

Adjusted image modal and add a “view full size” in the modal
Adjusted button colors in admin area
Fixed bug that prevented batch actions from executing
Fixed issue with attachment images not being properly embedded in outgoing emails when using database attachment storage.

1.79. HelpSpot 5.0.76

Originally published 2021-03-02

Enhancements

Added default session length timeout of 1 day if empty/not set
Added detailed SMTP connection error logging to the helpspot.log
Enhanced accessibility of the admin area with contrast adjustments, better tagging and addition of labels for screen readers.
PHP 8.0 support
Added SAML_AUTH_CONTEXT=false option in .env file to tell HelpSpot 5 SAML to not send Auth Context as part of auth request

Bug Fixes

Fixed SMTP HELO command that would send localhost instead of server domain
Fixed issue where the tags would not be parsed in the subject area of the request history log
Fixes error in SQL reporting query
Fixed the modal sizes when editing email templates
Fixed issue where out of office reassignments were recorded with the wrong date.

1.80. HelpSpot 5.0.72

Originally published 2021-02-12

Enhancements

Added session length setting option in authentication settings

Bug Fixes

Addressed issue where portal with saml auth overrides the “require portal auth” option for KB viewing and request entry
Fixed bugs with Portal BlackBox auth flow
Improved new version alert UI
Fixed issue with full text searches with multiple parameters
Fixing file upload when dropping images into the editor and using database attachment storage
Fixed parsing of r:xxxx and k:xxxx shortcodes
Improved wording of the portal authentication options.

1.81. HelpSpot 5.0.69

Originally published 2021-02-08

Bug Fixes

Fix typos
Fixed SQL Server syntax error for negations in filters
Fixed bug with lastcustomernote placeholder tag
Fixed error with uploading KB documents on SQL server
Fixed SQL syntax error in KB page
Fixed error where saved reports did not display after upgrade
Improved the advanced search tips
Added validation preventing the creation triggers and rules without any conditions.
Fixed error with email matrix reports
Addressed issue where custom_pages could load folders in the custom page menu
Fixed bug in update process
Added additional progress notes to the windows updater

1.82. HelpSpot 5.0.68

Originally published 2021-02-03

Enhancements

Added a new optional throttling feature to the sending of emails to prevent overwhelming SMTP servers.

Bug Fixes

Fixed error where the ##hs_request_id:XXXX## email parser tag was not interpreted properly.
Fixed error where image links could be broken in the Knowledge Base after upgrade
Fixed error caused by the “date is not set” condition in filters and automations
Fixed portal privacy/terms check and validation feature on portals

1.83. HelpSpot 5.0.65

Originally published 2021-01-28

Potentially Breaking Changes Upgrading From Version 4

Read through the upgrade documentation found here before continuing as there are a number of major changes.
Forums have been removed. HelpSpot will provide an export option and we recommend moving forums to one of the many purpose-built forum platforms. Here at Userscape we use Discourse (https://www.discourse.org/).
Tokens in templates and responses are now delimited by double “{“ characters. Existing responses and templates will be automatically converted. However, if you are using an external text macro tool, for example, you may need to make updates.
Admin Themes have been removed and have been replaced with custom admin JS and CSS settings.
Custom portal templates need to be updated

Bug Fixes

Fixed issue with report export for matrix reports
Portal accessibility improvements
Fixed issue where the archive function on mailboxes was unable to be toggled off.
Migrate portals command updated for potential user input issues on Windows
Fixed int overflow error when using date set criteria on SQL Server
Removed unneeded portal files
Fixed issue with file path for older user avatars
Moved database cache to larger column type to account for larger queries
Dark mode improvements
Fixed issue with sendmail email configuration not being allowed
Fixed display issue where request note could overflow the container
Improved post upgrade instructions for self-hosted customers
Fixed the processing of the ##hs_category:xx## parser tag in emails
Fixed bug in ##hs_assigned_to:xx## parser tag
Fixed portal template loading order issue

1.84. HelpSpot 5.0.62

Originally published 2021-01-20

If you are upgrading from version 4.x you need to make sure you have upgraded to version 4.9.5 before upgrading.

Potentially Breaking Changes Upgrading From Version 4

Read through the upgrade documentation found here before continuing as there are a number of major changes.
Forums have been removed. HelpSpot will provide an export option and we recommend moving forums to one of the many purpose-built forum platforms. Here at Userscape we use Discourse (https://www.discourse.org/).
Tokens in templates and responses are now delimited by double “{“ characters. Existing responses and templates will be automatically converted. However, if you are using an external text macro tool, for example, you may need to make updates.
Admin Themes have been removed and have been replaced with custom admin JS and CSS settings.
Custom portal templates need to be updated

Bug Fixes

Fixed bug in mail collection job.

1.85. HelpSpot 5.0.58

Originally published 2021-01-11

This is the first stable release of HelpSpot 5. To get a visual preview of some of the changes you can check out https://www.helpspot.com/new.

If you are upgrading from version 4.x you need to make sure you have upgraded to version 4.9.5 before upgrading.

Potentially Breaking Changes

Read through the upgrade documentation found here before continuing as there are a number of major changes.
Forums have been removed. HelpSpot will provide an export option and we recommend moving forums to one of the many purpose-built forum platforms. Here at Userscape we use Discourse (https://www.discourse.org/).
Tokens in templates and responses are now delimited by double “{“ characters. Existing responses and templates will be automatically converted. However, if you are using an external text macro tool, for example, you may need to make updates.
Admin Themes have been removed and have been replaced with custom admin JS and CSS settings.
Custom portal templates need to be updated.

New Features

New workspace / admin UI
New default user icons feature the user’s initials and can also be customized to an Emoji or Uploaded avatar
Custom CSS and JS can now be easily added in the admin web interface
Staff notifications now include attachments and images
The access key for tickets is now longer and more secure
Reports can now be scheduled and emailed to selected individuals
Reports can now be shared with other staff members and permission groups
SAML authentication is now supported for staff and customer single sign-on
New WYSIWYG editor based on TinyMCE
New email parser for more reliable email display
Mailboxes now have the option to archive mail. You can change this setting in Admin > Email Mailboxes for each mailbox. If archiving is turned on a helpspot_archive_folder folder will be created in your IMAP mailbox and messages will be moved there instead of deleted. This feature is not supported for POP3 mailboxes.
A new failed jobs screen in the admin area allows you to track when a job (such as retrieving an email) hasn’t completed successfully
Secondary portals are now automatically created eliminating the need to manually place files on the server when creating them
Email sending is now queued instead of being inline. This will reduce sending errors and speed up the request update process
Email templates now support conditional logic and more via blade syntax
Image upload and attachment interface is now simplified and supports drag and drop and copy a paste of images.
Updated date/time picker UI allows you to enter dates and times with your keyboard or through the UI.
Responses can now be easily deactivated in the response management list.
Responses can now be accessed via the # shortcut directly in the note editor. Type # then the title of the response and hit enter to include it.
Placeholder tags can be auto-filled with the $ shortcut directly in the note editor. Type $ then the name of the tag and press enter to include it. The tag will be automatically formatted in the correct syntax.
Staff can now be tagged directly in the note editor using the @ shortcut. Type @ then the staff members name in order to tag them in the note and send them a notification. Staff will be sent a notification on that particular note. If you wish to subscribe to them as well you can choose that option in the staff notification area.
Automation rules can now have custom schedules defined in the automation setup screen.
The API now supports token-based auth
Recurring requests can be created through the response interface
New permissions settings allow staff with the limited category permission to still transfer requests to other categories and staff, but then not access the request after the transfer
A new default portal theme option is available, called “Clean”
Portal accessibility improvements have been added to the default templates
A secondary portal can be marked as primary in the UI
New dark mode admin theme

1.86. HelpSpot 5.0.59

Originally published 2021-01-13

If you are upgrading from version 4.x you need to make sure you have upgraded to version 4.9.5 before upgrading.

Potentially Breaking Changes Upgrading From Version 4

Read through the upgrade documentation found here before continuing as there are a number of major changes.
Forums have been removed. HelpSpot will provide an export option and we recommend moving forums to one of the many purpose-built forum platforms. Here at Userscape we use Discourse (https://www.discourse.org/).
Tokens in templates and responses are now delimited by double “{“ characters. Existing responses and templates will be automatically converted. However, if you are using an external text macro tool, for example, you may need to make updates.
Admin Themes have been removed and have been replaced with custom admin JS and CSS settings.
Custom portal templates need to be updated

Bug Fixes

Fixed custom field tags such as {{ $custom3 }} not being populated properly when they are included in the portal auto reply template.
Updated install link to point to admin manual.
Fixed peek view request links to be relative for subfolder installations
Resolved bug where setting message as urgent/not urgent in workspace used incorrect timestamp
Notify on new unassigned requests notifications now follows the only assigned category permission if selected in a permission group.
Improved darkmode in the KB article picker.
Fixed bug that prevented installations from being manually taken out of maintenance mode.

1.87. HelpSpot 5.0.60

Originally published 2021-01-14

If you are upgrading from version 4.x you need to make sure you have upgraded to version 4.9.5 before upgrading.

Potentially Breaking Changes Upgrading From Version 4

Read through the upgrade documentation found here before continuing as there are a number of major changes.
Forums have been removed. HelpSpot will provide an export option and we recommend moving forums to one of the many purpose-built forum platforms. Here at Userscape we use Discourse (https://www.discourse.org/).
Tokens in templates and responses are now delimited by double “{“ characters. Existing responses and templates will be automatically converted. However, if you are using an external text macro tool, for example, you may need to make updates.
Admin Themes have been removed and have been replaced with custom admin JS and CSS settings.
Custom portal templates need to be updated

Bug Fixes

Security Fix

1.88. HelpSpot 5.0.61

Originally published 2021-01-19

If you are upgrading from version 4.x you need to make sure you have upgraded to version 4.9.5 before upgrading.

Potentially Breaking Changes Upgrading From Version 4

Read through the upgrade documentation found here before continuing as there are a number of major changes.
Forums have been removed. HelpSpot will provide an export option and we recommend moving forums to one of the many purpose-built forum platforms. Here at Userscape we use Discourse (https://www.discourse.org/).
Tokens in templates and responses are now delimited by double “{“ characters. Existing responses and templates will be automatically converted. However, if you are using an external text macro tool, for example, you may need to make updates.
Admin Themes have been removed and have been replaced with custom admin JS and CSS settings.
Custom portal templates need to be updated

Enhancements

Added redirect for deep links when using SAML authentication
Add env option for skipping collecting mail in the scheduler.

Bug Fixes

Dark mode improvements for KB modal
Changed background on active reporting tags in dark mode
Remove MySQL version check when showing search tips
Fixed direct links to request history items
Corrected issue with checkbox changes being recorded in request history when not changes in MSSQL installations
Instant reply is now parsed properly in the note history.
Added helper configs for linux installation
Fixed issue with character set in Mail Rule conditions.
Fixed MySQL backup and restore on Windows bundled mysql upgrades.

2. Version 4

2.1. 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

2.2. Version 4.0.28

Enhancements

Added an index on session table for users with large numbers of sessions

Bug Fixes

Fixed bug where OOO checks in conjunction with round robin auto-assignment within a category could result in a single person getting more requests than they should
Certain characters for database passwords in SphinxSearch configuration file escaped
Fixed issue where non-multipart emails required converting Subject line to utf-8 encoding (Otherwise resulting in an error when inserting into SqlServer databases)
Updated export of csv files to be more compatible with Excel when using special character
Fixed issue where filenames of a file/attachment being downloaded containing path separators or "%" characters generated an error

2.3. Version 4.0.27

Bugs

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

Enhancements

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

2.4. Version 4.0.26

Reverted an update from 4.0.25 which caused multiple triggers that should normally fire against a request update may to potentially not fire

2.5. Version 4.0.25

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

Enhancement

Multiple triggers will test result of previous trigger ran rather than original data

2.6. 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

Enchancements

Updated HelpSpot store links to the correct https://store.helpspot.com

2.7. Version 4.0.23

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.

Enhancements

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

2.8. Version 4.0.22

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

Enhancements

Live lookup HTTP requests can use user-defined query strings, e.g. example.com?foo=bar
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

2.9. 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.

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.

Enhancements

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

2.10. Version 4.0.20

Enhancements:

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. `127.0.0.1:3306`
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)

2.11. Version 4.5.1

Originally published 2016-06-21

Important Upgrade Notice:

Some customers have run into an error when installing this update that indicates there is a duplicate column named fPinned on the HS_Request_History table. This error can be fixed manually by following these directions: Fixing fPinned Upgrade Error

Bug Fixes

Fixed color picker for color tags on select lists.

2.12. Version 4.0.19

Fixes

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.

2.13. Version 4.5.0

Originally published 2016-06-21

Important Upgrade Notice:

Important changes

CSV export now uses a tab as a delimiter.
Triggers have been changed so that if multiple are matched each one gets fresh data from the previous trigger(s).

Features

Added new matrix report
Added new productivity report
Added new streamlined WYSIWYG editor
Add check/uncheck all to category and custom field lists.
Predefined lists may now have colors associated with each option which will be displayed in filter results allowing you to create colored labels in the UI. Every predefined list can optionally use these, more than one list may be included in any filter for a grid of labels.
Added ability to pin a public note in request history so it’s always on top
Added a “not urgent” condition to Automation Rules.
Dropzone added for drag and drop of files to attach to outgoing messages. Images will be inserted into the WYSIWYG editor.
Added Relative Date since Open “60 days” option in automation condition
Added a database index to HS_Login_Attempts for customers with large numbers of rows in that table
Sphinxsearch configuration command (search:conf) has new flag “–data-path” which can set the configured path to save the (potentially large) index files
Added a new integrations page in the admin area for information about Zapier integrations
‘select’, ‘decimal’, ‘text’, ‘ajax’, ‘numtext’, ‘regex’ fields can now be grouped in filters.
Removed the last name from the staffer’s info when emailing request history to a customer.

Bug Fixes

Fixed improper CSV formatting in Excel by switching to tab separation instead of comma separation
Triggers have been changed so that if multiple are matched each one gets fresh data from the previous trigger(s).
Adjusted the email loop check criteria
Updated several links to HelpSpot resources
Fixed bug where signature could be included twice in batch responses
When logging time, the time tracker now resets the timer after logging time
Fixed business hours seeder so that good defaults are included on new installs
Removed mention of sphinx in search results when no results found

Language File Additions and Changes

These files have additions and changes that will need to be included in custom language packs.

lg.general.php
lg.pg.admin.tools.customfields.php
lg.pg.admin.tools.portals.php
lg.pg.admin.users.php
lg.pg.ajax_gateway.php
lg.pg.conditional.ui.php
lg.pg.reports.php
lg.pg.request.php

2.14. Version 4.0.18

Enhancements:

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)

2.15. Version 4.5.2

Originally published 2016-06-23

Important Upgrade Notice:

Bug Fixes

Quoting a message caused existing text to be removed
Problems creating a new request when not using the WYSIWYG
Files not attached to a new request when using a response
Fixed Sphinx connection issue
Fallback to searching database when SphinxSearch is disabled is now limited to request history database table of less than 500,000 rows
Fixed error where request notes would not “unpin” on SQLServer installs

2.16. Version 4.0.17

Enhancements

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

Fixes:

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.

2.17. Version 4.5.3

Originally published 2016-06-24

Important Upgrade Notice:

Bug Fixes

On create Triggers setup to run out of or inside business hours could cause requests to not be properly created on import.
Added longer timeouts for reports for large Matrix datasets.
Prevent a fallback to “LIKE” search queries on large HelpSpot databases when Sphinx is not installed or working correctly.

2.18. Version 4.0.16

Enhancements

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

Fixes

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.

2.19. Version 4.0.15

Enhancements

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

Fixes

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

Notes:

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 https://store.helpspot.com

2.20. Version 4.5.4

Originally published 2016-06-28

Improvements

Windows install wizard backs up Apache configuration for customers who have customized their apache2/conf/httpd.conf file
Windows installer runs a last update procedure via a background command, removing the need for customers to click through a web interface on updates and improving reliability of expensive database operations during an update. Effective when updating to HelpSpot 4.5.4+ (from any previous version).

Bug Fixes

Fixed an issue where customers using MySQL 5.7 (or earlier versions with strict mode on) received an error while updating HelpSpot related to adding a new LONGTEXT column with a default string value

2.21. Version 4.0.14

Bugs

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

2.22. Version 4.5.5

Originally published 2016-07-18

Bug Fixes

Resolved round-robin issue where OOO user caused round robin to not cycle through all staffers
Fixed display issue with the color picker when editing custom fields.
Fixed issue where drill down fields could have extra space.
Fixed issue where reattaching could throw an error.
Added validation to the email field when creating requests.
Added save draft feature to the
wysiwyg editor.
Resolved edge case where inactive staff’s reply to their own request would show as from staff.
Updated wysiwyg editor configuration instructions
Resolved issue where drafts from one request could be populated into the editor for a new request.
Added error logging to custom field creation.
Fixed display issue where long field names were not properly handled in the matrix report.
Quoted message history items are now appended instead of replacing the editor content.

2.23. Version 4.0.13

Bugs

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.

2.24. Version 4.5.6

Originally published 2016-07-20

Bug Fixes

Fixed bug where swift error would be thrown when an image was reattached.

2.25. Version 4.0.12

Bug Fixes

Resolved issue where the initial request column in the workspace had weird character spacing.
Resolved issue with the selected state of select fields.

2.26. Version 4.5.7

Originally published 2016-07-22

Bugs

Fixed issue with utf8 conversion on subject and from in email parsing
Fixed issue where time tracker would not record time if “update request” was used instead of “log time.”
Fixed file CID error when attaching images to email.

2.27. 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

2.28. Version 4.5.9

Originally published 2016-09-12

Bug Fixes

Fixed issue for programatic mailbox creation for cloud customers.

2.29. Version 4.0.10

Features

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

2.30. Version 4.5.10

Originally published 2016-09-13

Bug Fixes

Added password confirm field when editing Admin > Email Mailboxes

2.31. Version 4.0.0 - 4.0.9

HelpSpot Version 4 Changelog (July 21, 2015)

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 https://www.helpspot.com/new 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: example@domain.com] 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<fieldid>:1234567890## can now parse human-readable dates, such as: ##hs_custom<fieldid>: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.

2.32. Version 4.5.11

Originally published 2016-09-19

Bug Fixes

Fixed an issue where saving the Admin > Settings page (regardless of any changes made) reset the Admin > Settings > Email Integration > SMTP Password field, causing email errors when the default outgoing mailbox was used.

2.33. Version 4.6.1 – Beta

Originally published 2016-11-01

This is a beta release. We recommend implementing this release in a staging environment before deploying it to production.

Requirements Change

HelpSpot now requires at least PHP 5.6 or PHP 7

Improvements:

PHP 7 Support!
New “Getting Started” page with checklist appears when Admin user logs in before making configuration changes, such as inviting Staff or adding Email Mailboxes
Added logging of delete (from spam and trash) actions at the time requests are permanently deleted to the data/logs/helpspot.log file.
Quoting/Forwarding request history messages will include CC emails on the message
Updated WYSIWYG editor to latest version
When converting a note to a request a link is added for easier cross referencing.
Added hidden setting (cEXTRASECURITYOPTIONS) that allow you to select a specific TLS version for SMTP connections.
Improved the wording when deleting spam via the command line.
Added more relevant information to the login screen
Improved attachment filename parsing
The existing request’s category and assignment are preserved when converting a request note to a new request

Bug Fixes:

Fixed issue where capitalization was used in default catpcha words on the customer portal
Fixed issue where exception errors did not make it to log file unless cDEBUG was enabled (all errors should be logged regardless of user-facing error messages being enabled)
Filter: Ordering results by status orders by status name alphabetically, rather than status ID, numerically
Fixed bug where external emails with “Do Not Email” selected resulted in an error
Fixed API bug in SqlServer where searching by xRequest used a string rather than integer value
Fixed bug where Filter/Trigger conditions for category/staffer had unassigned option twice
Fixed bug in some email clients where content below REPLY ABOVE was not properly stripped out when inserting into helpspot request history
Fixed bug where drag+drop files of size over the file-upload limit did not receive an error message (failed silently)
Fixed bug where secondary portals would show most helpful KB articles for all KBs if no KBs were selected.
Fixed issue where KB page would display public preview button before it was made public.
Fixed bug productivity report values.
Fixed bug where the “Mailbox” column header in Admin > Email Mailboxes shows the Reply-To Address, not the Mailbox.
Fixed bug where SMTP testing in the admin area required you to enter the password even if the password was unchanged.
Updated links to HelSpot hosted training resources
Fixed bug where the CC line of a quoted message could include recipients to did not actually receive the message.
Fixed issue where HS_Request.dtGMTClosed is updated incorrectly when an automation modifies the request while it is closed.
New and updated SMTP connections using TLS security default to tlsv1.2. The new cEXTRASECURITYOPTIONS can be used to select a specific TLS version

Windows Installer Changes

The windows installer now installs PHP 7 by default

2.34. Version 4.6.2

Originally published 2016-11-29

Requirements Change

HelpSpot now requires at least PHP 5.6 or PHP 7

Improvements:

PHP 7 Support!
New “Getting Started” page with checklist appears when Admin user logs in before making configuration changes, such as inviting Staff or adding Email Mailboxes
Added logging of delete (from spam and trash) actions at the time requests are permanently deleted to the data/logs/helpspot.log file.
Quoting/Forwarding request history messages will include CC emails on the message
Updated WYSIWYG editor to latest version
When converting a note to a request a link is added for easier cross referencing.
Added hidden setting (cEXTRASECURITYOPTIONS) that allow you to select a specific TLS version for SMTP connections.
Improved the wording when deleting spam via the command line.
Added more relevant information to the login screen
Improved attachment filename parsing
The existing request’s category and assignment are preserved when converting a request note to a new request
New event logging table HS_Request_Events and an associated command line tool to export event logs.

Bug Fixes:

Fixed issue where capitalization was used in default catpcha words on the customer portal
Fixed issue where exception errors did not make it to log file unless cDEBUG was enabled (all errors should be logged regardless of user-facing error messages being enabled)
Filter: Ordering results by status orders by status name alphabetically, rather than status ID, numerically
Fixed bug where external emails with “Do Not Email” selected resulted in an error
Fixed API bug in SqlServer where searching by xRequest used a string rather than integer value
Fixed bug where Filter/Trigger conditions for category/staffer had unassigned option twice
Fixed bug in some email clients where content below REPLY ABOVE was not properly stripped out when inserting into helpspot request history
Fixed bug where drag+drop files of size over the file-upload limit did not receive an error message (failed silently)
Fixed bug where secondary portals would show most helpful KB articles for all KBs if no KBs were selected.
Fixed issue where KB page would display public preview button before it was made public.
Fixed bug productivity report values.
Fixed bug where the “Mailbox” column header in Admin > Email Mailboxes shows the Reply-To Address, not the Mailbox.
Fixed bug where SMTP testing in the admin area required you to enter the password even if the password was unchanged.
Updated links to HelSpot hosted training resources
Fixed bug where the CC line of a quoted message could include recipients to did not actually receive the message.
Fixed issue where HS_Request.dtGMTClosed is updated incorrectly when an automation modifies the request while it is closed.
New and updated SMTP connections using TLS security default to tlsv1.2. The new cEXTRASECURITYOPTIONS can be used to select a specific TLS version
Custom fields that have data larger than the defined length in version 3.2.12 now properly upgrade to version 4 without manual intervention.
Fixed the wrong request check link being sent on a mail rule instant reply.
Hide getting started redirect if the getting started screen is dismissed.
Fixed full text searching in PHP 7
Fixed javascript console error from tooltip
Disabled staff are no longer shown a knowledge base editors

Windows Installer Changes

The windows installer now installs PHP 7 by default

2.35. Version 4.6.3

Originally published 2016-12-06

Requirements Change

HelpSpot now requires at least PHP 5.6 or PHP 7

Bug Fixes:

Fixed issue where License was not checked during runs of tasks.php / tasks2.php
Fixing issue where log of a trigger being run did not appear in request history if the trigger did not make a change to the request (for example if it only sent a notification or a webhook)

2.36. Version 4.5.8

Originally published 2016-09-06

Bug Fixes

Adjust the local storage when creating requests to prevent it from repopulating on the next request.
Improved email validation on the request page and ensure the WYSIWYG keeps formatting on failed validation
When a request is closed prevent pinning/unpinning notes.
Fixed JS error on holiday hours setup.
Adjusted the wording when deleting KB attachments
Fixed tLog serialization error when updating from HelpSpot 3
Fixed “/” in file names of attachments causing download errors

Enhancements

Email account passwords are now hidden on setup pages

2.37. Version 4.6.4

Originally published 2016-12-07

Requirements Change

HelpSpot now requires at least PHP 5.6 or PHP 7

Bug Fixes:

Fixed bug where connection to SphinxSearch may not be made correctly when searching
Fixed bug where public API searches for KB/ Forums bypassed SphinxSearch

2.38. Version 4.6.5

Originally published 2016-12-27

Requirements Change

HelpSpot now requires at least PHP 5.6 or PHP 7

Enhancements

Disabled staff are now hidden on the today board report.
Added the ability to use a custom field tag in the TO: field of the “External Message” action on automations and triggers.
Added automatic installation of the C++ redistributable library for windows installations.

Bug Fixes

Fixed inconstancies in the productivity first response speed report.
Fixed bug with upload limit warning that could prevent attachment uploading.
Added logic to prevent emails from running through the markdown parser if it already contains html.
Fixed bug where request log information was not included in notification emails.
Modified the WYSIWYG editor theme to improve readability.
Corrected link in in install.txt.
Improved IMAP mailbox code testing.
Fixed issue that prevented the windows upgrader from properly connecting to MySQL installations.

If you are using custom portal templates, HelpSpot 4.6 has some minor portal template changes documented here: https://support.helpspot.com/index.php?pg=kb.page&id=517

2.39. HelpSpot 4.6.6

Originally published 2017-01-05

Bug Fixes

Updated WYSIWYG editor to properly escape special characters like “<” and “>”.
Fixed markdown parsing on auto notify triggers

2.40. HelpSpot 4.6.8

Originally published 2017-02-27

Recent Requirement Changes

HelpSpot now requires at least PHP 5.6 or PHP 7
HelpSpot database requirements: MySQL based installations are now MySQL 5.6 or MariaDB 10.0.5

Improvements

Brought back database-based searching as SqlServer and MySQL both now more easily support and allow Full Text indexing setup programmatically. SphinxSearch can still be used, but may become depreciated.
Improved custom field “always visible” explanation text

Windows Installer

SqlServer drivers for PHP 7.0 updated to latest available version, resolves potential issue with connection problems
PHP fileinfo module added, resolving issue where some files had an incorrect mime type (file type) associated with them
Fixed issue where bundled mysql database name was assumed rather than retrieved dynamically
max_input_vars php.ini setting updated to allow for long requests, resolves issue where customer with large numbers of custom fields could not create new requests

Bug Fixes

Fixed issue with Outlook 2016 headers and parsing “reply above” text
Fixed bug in updating to version 4 where some HS_Settings items were not encoded to utf8
Fixed but in updating to version 4 where text-based custom fields were not encoded to utf8
Fixed issue where emailed changes to a request (staff notification) may not have included each change
Fixed issue where staff notifications could fail on email-based request updates when required custom fields were not filled in
Fixed issue where portal “Most Helpful Articles” returned incorrect book results
Fixed issue where grouping options were different in the requests over time report vs matrix report
Fixed issue where long field values needed to be truncated within the HS_Request_Events table, which tracks changes to a request over time
Fixed an issue where merges could delete a request erroneously
Fixed issue where the table of results action in a automation would send staff notifications and create request history items.

2.41. HelpSpot 4.6.9

Originally published 2017-03-13

Recent Requirement Changes

HelpSpot now requires at least PHP 5.6 or PHP 7
HelpSpot database requirements: MySQL based installations are now MySQL 5.6 or MariaDB 10.0.5

Bug Fixes

Fixed issue where database full text quick search could return all records instead of only the correct records.
Fixed issue where full text filter could return no results.
Addressed memory leak in v3 to v4 request conversion.

2.42. HelpSpot 4.6.10

Originally published 2017-07-11

Recent Requirement Changes

HelpSpot now requires at least PHP 5.6 or PHP 7
HelpSpot database requirements MySQL based installations are now MySQL 5.6 or MariaDB 10.0.5

Enhancements

Responses search now displays folders in order to make identifying the appropriate response easier.
Installers now default to database based full text search
Date / Time columns now available for opening and closing dates in filters.

Bug Fixes

The cHD_TAKEIT_DOCHECK now works with filters.
The installer now checks for php 5.6 as the minimum version.
Out of Office now properly redirects requests that are open in a staff member’s queue if they are updated.
Deactivating a staff member now moves their open requests to the inbox.
Fixed bug where custom date field filters could be off by 1 day.
Fixed mime type handling for less common Excel file types
Updated the WYSIWYG editor to version 2.2.1.59 to correct the cursor placement issue after pasting among other fixes.
Adjusted how the WYSIWYG loads to help prevent loading failures.
Reducing memory usage for CSV request event report.
Fixed business hours calculation issue on first response speed.
Fixed bug that would disallow “0” being entered as a value in a text custom field.
Fixed the styling on the drag and drop upload status dialog
Fixed bug with ordering by date criteria in filters. It now works as expected with date based groupings.
Fixed bug with UTF8 characters in email header spam reports preventing emails from importing.
Fixed PgSQL full text search issues.
Fixed bug where custom fields could be edited to erase their title
Fixed character set handling in response reports
Fixed file handling for files with jgep instead of jpg file extensions

2.43. HelpSpot 4.7.0

Originally published 2017-10-10

Enhancements

New HelpSpot logo.
Added –optimize flag to search:config command for SphinxSearch users. For those with a large number of requests (hundreds of thousands to millions), Sphinx can fail often while indexing. This reduces the number of request history items indexed per request to only the newest 50 request history notes to save space/resource usage while still allowing relevant search.
Tweaked wording depending on if HelpSpot is detected to be used internally (“help desk”) vs as customer support for customers (“customer support”)
General history search now ignores empty fields making it easier to find historical requests.
You can now select whether you want a trigger to log its runs in the request history. This is useful for triggers that perform background operations like syncing data between external systems.
Added better logging around sending email
Added extra message headers to allow more email clients to thread HelpSpot emails
Added additional logging for failed LDAP authentication attempts

Bug Fixes

New version of WYSIWYG editor that includes a fix for the cursor being in the wrong position after pasting.
Correcting an issue where HelpSpot did not correctly detect that it was an older version than the latest stable in order to notify admins of new versions.
Fixed bug where SQLServer returned an error when updating a request with a period in the request ID was present in the URI
Updated report and business hours explanation per report so it was less generic
Fixed a bug where scroll bar in area where you can select tags (on a request page) did not function
Fixed a bug where MySQL databases with many custom fields prevented fulltext indexes from being added on update to HelpSpot 4.6.10
Updated how HelpSpot tests for MySQL version
Fixed date inaccuracy in reports.

2.44. HelpSpot 4.7.1

Originally published 2017-10-12

Bug Fixes

Fix for reporting tags display issue.

2.45. HelpSpot 4.7.2

Originally published 2017-11-13

Recent Requirement Changes

HelpSpot now requires at least PHP 5.6 or PHP 7
HelpSpot database requirements: MySQL based installations are now MySQL 5.6 or MariaDB 10.0.5

Security Fixes

This release contains two critical security fixes. The details of these will be released on to the public on Feb 6th, 2018 in order to allow time for self-hosted installations to upgrade (CVE-2017-16755 and CVE-2017-16756). Please update your HelpSpot instances as soon as possible.
- HelpSpot Cloud customers will be upgraded automatically
- If you have customized the loginbar.tpl.php or js.tpl.php portal template files (most custom portals do not modify these files) you will need to update those files as directed here.

Features

The public portal now contains options for adding a subject line and cc’d contacts when creating a request. These options can be turned on/off in Admin > Settings > Portal. If you have customized your portal templates you may need to merge in changes from the default templates. Read more about the template changed here.

Bug Fixes

Incorrect header information is no longer displayed when quoting a private note.
Better cleaning of file names when converting database stored attachments to file system based attachments
Fixed “assigned to” > “logged in user” criteria in triggers so that they work as expected
Fixed bug where an email with only a plaintext version could not be parsed for tags such as ##forward:true## (even if added in the subject line).
Fixed issue with database server checks when doing a new install on SQL Server

2.46. HelpSpot 4.7.3

Originally published 2017-11-15

Recent Requirement Changes

HelpSpot now requires at least PHP 5.6 or PHP 7
HelpSpot database requirements: MySQL based installations are now MySQL 5.6 or MariaDB 10.0.5

Bug Fixes

Headers for requests created via the portal are only added if using the CC feature.
Header data insertion for requests created via the portal not correctly identify the From: and To: fields

2.47. HelpSpot 4.7.4

Originally published 2018-01-02

Recent Requirement Changes

HelpSpot now requires at least PHP 5.6 or PHP 7
HelpSpot database requirements: MySQL based installations are now MySQL 5.6 or MariaDB 10.0.5

Enhancements

Added a private.document.get method to the API.
Added the ability to view pdf attachments in the browser with a new “view” link.
Automations can now perform live lookup searches and insert customer data automatically.

Bug Fixes

Fix handling of illegal characters in file extensions for the attachments:toFile command
Request events table is now create explicitly with the innodb storage engine
The subject line in the portal request form is now preserved if validation fails
Attachments are now forced to download from portal links
Full size image links now correctly show in the browser

2.48. HelpSpot 4.7.5

Originally published 2018-01-18

Bug Fixes

Fixed handling of audio files so they can be played by embedded browser players.
Escaped file attachment names in alt text
Upgraded PHP on windows installations to PHP 7.0.27

2.49. HelpSpot 4.7.6

Originally published 2018-01-19

Bug Fixes

Fixed issue with KB attachments not being served properly
Revised loading of javascript resources

2.50. HelpSpot 4.7.7

Originally published 2018-04-02

Enhancements

An empty string passed in an API parameter will now reset the field specified.
Auto replies on request creation now include CC’d recipients so that they can add their responses to the message thread.

Bug Fixes

Fixed issue where invalid email address in instant reply actions could make an automation not run
Ajax lookup fields now send data internally as a POST to avoid webserver GET size restrictions. No changes are needed to existing ajax lookup field scripts
Fixed error where triggers could run twice for the same request update.
Audio and Image attachments are now shown inline by default when retrieving a file.
Headers are now properly show when quoting an external message
Fixed problem where a long running query in tasks2.php could cause an error.
Fixed error where email parser could be overly greedy and import a blank message.
Removed IE 9 compatibility mode in the default portal templates as it interferes with Google embeds
Fixed issue with Korean charsets in the from line

2.51. HelpSpot 4.7.8

Originally published 2018-04-05

Bug Fixes

Fixed issue where the ajax lookup field would not properly call the script and display a new page instead.

2.52. HelpSpot 4.8.1

Originally published 2018-05-03

Enhancements

New data administrations features allow for customer information export and deletion. Details can be found here.
A privacy policy and end user agreement can now be added to portal forms. More details here.
Thermostat.io surveys can now be integrated directly into HelpSpot.
These enhancements require updates to custom language packs documented here.

Bug Fixes

Fixed issue where not all character set would be rendered correctly in concatenated strings.
Updated the WYSIWYG editor to correct issues with the latest Safari release
Fixed the file upload dialogue erroneously appearing on the latest Safari release
Added word-break so super long URLs will not overflow request history
Addressed XSS vulnerability

2.53. HelpSpot 4.8.2

Originally published 2018-05-07

Bug Fixes

Fixed issue where upgrader would fail to add new columns to the database for secondary portals.
Fixed CSS issue with line breaks in requests notes.

2.54. HelpSpot 4.8.3

Originally published 2018-05-15

The PHP Installation for Windows installs has been upgraded to PHP 7.0.30.

Bug Fixes

Fixed inline images flag in API for mobile app usage
Resolved bug to correctly ping thermostat API using the “since” parameter
Fixed thermostat integration problem that could log an error under a normal condition

2.55. HelpSpot 4.8.5

Originally published 2018-07-19

An IonCube Update Needed For This Release

This update introduces compatibility with PHP 7.1 and PHP 7.2. To facilitate this, IonCube Loader must be updated to the latest version on linux based installations (http://www.ioncube.com/loaders.php). On Windows installations this will be done automatically through the installer.

Bug Fixes

Fixed constant that was not defined in the installer
Fixed bug with query on SQL Server used to build the matrix report that could lead to faulty results
Fixed XSS bug
Removed align attribute on incoming email to improve formatting
Fixed triggers, automations and mail rules so they cannot assign requests to disabled staff

Windows Installer Changes

This version installs PHP 7.2

2.56. HelpSpot 4.8.6

Originally published 2018-08-30

Bug Fixes

Fixed issue with drivers where connections to Sphinx would resulted in connect errors.
Customer emails via a trigger or rule are now logged properly in the request history.
Fixed bug where HS_Request_Events entries would be removed when merging requests.
Custom pages now are included in a way that is more compatible with custom code.
Remove logging of thermostat 403 codes
Fixed bug where HTML in email parser tags prevented them from being replaced properly.

New Features

Zapier can now automatically subscribe to events in HelpSpot. Coming soon to the Zapier app!

Windows Installer Changes

Apache has been updated for better support of PHP 7.2

Recent Requirements Change

In version 4.8.5+ we added compatibility with PHP 7.1 and PHP 7.2. To facilitate this, IonCube Loader must be updated to the latest version on linux based installations (http://www.ioncube.com/loaders.php). On Windows installations this will be done automatically through the installer.

2.57. HelpSpot 4.8.8

Originally published 2018-10-17

Bug Fixes

Fixed a bug where admin links for staff notifications generated from a secondary portals lead to the wrong location.
Fixed notifications that could be sent to disabled staff from mail rules and triggers.
Fixed issue with saving SMTP passwords when creating a new mailbox.
Admin theme JS is now loaded on the login page.
Fixed open redirect.
Added noopener noreferrer directives on _blank links.
The HS_Request_Events table is now locked prior to deletion commands to prevent merge failures.
Revised javascript for saving drafts and notes in the HelpSpot WYSIWYG editor to prevent save failures.

Improvements

Updated filter logic to be more efficient on certain time-based filters.
Add dtGMTLastPublicUpdate to private api filter get

New Features

Thermostat integration now supports both NPS and CSAT surveys

2.58. HelpSpot 4.8.9

Originally published 2018-11-05

Bug Fixes

Add error_reporting to installer so it doesn’t fail on PHP 7.2.
Remove logging on draft save.
Fixed regression where drag and drop image uploads would not be embedded properly.
API and Mobile app now properly respect user access restrictions.
Enabled MySQL driver on SQLServer installations to support Sphinx full text search if enabled.

2.59. HelpSpot 4.8.10

Originally published 2018-11-13

Bug Fixes

Fixed bug where the session check would error out on specific PHP versions with specific error reporting levels.

Enhancements

Added ##MOBILELINK## tag for email templating that allows deep links to the latest version of the HelpSpot Mobile app to be created.

Recent Requirements Change

2.60. HelpSpot 4.8.11

Originally published 2018-11-28

Enhancements

Added a feedback column for thermostat responses in the filter options
Thermostat results can now be viewed in closed requests

Bug Fixes

Optimize the thermostat score query so it doesn’t retrieve all requests.
Fixed thermostat filter criteria not saving properly
Removed unneeded logging from the WYSIWYG editor

Recent Requirements Change

3.1. Version 3.2.12

Version 3.2.12 Change log (July 9th, 2014)

Improved update in WYSIWYG to result in improved button layout for users who have not customized the WYSIWYG button layout previously. Will only affect users updating from 3.2.10 or lower to 3.2.12.
Improved wording on instructions for WYSIWYG buttons.
Added "browser_spellcheck" option (if applicable) to WYSIWYG to allow browser-based spellchecking as per latest TinyMCE documentation
Fixed issue where running HelpSpot in an iFrame would not fully function when a URI-encoded entity was present for $_GET variables, used to fill out customer information.
Fixed issue in Triggers & Rules where stripping HTML out of search terms also stripped out email that were in format "FName LName <sample@email.com>"

For the latest WYSIWYG update (version 3.2.11 and higher), we suggest using a button format of the following when editing requests. This can be edited in Admin > Settings > HTML Email:

Button Row One: styleselect fontsizeselect | outdent indent | undo redo | code
Button Row Two: | bold italic underline strikethrough | link unlink | blockquote | bullist numlist | removeformat | pastetext pasteword | forecolor backcolor
Leave Button Row Three empty

These options will appear look like so:

...and will result in this layout:

3.2. Version 3.2.11

Version 3.2.11 Change log (June 18th, 2014)

NEW Inbox zero messages
NEW Wysiwyg for improved performance in all browsers
Responses used via the search for responses function weren't counted in the response usage report
Fixed issue with PHP 5.3 on installs missing mbstring not encoding some things correctly
Fixed repeating notes in the note stream
Fixed escaping of some characters in responses
Fixed ReCaptcha on HTTPS urls
Fixed a bug with Windows-Baltic encodings
Improved matching of the body text of emails when using 'contains'
Account Name placeholders were not properly set in automation based emails
Fixed bug where IIS based installations could not use Live Lookup via automation rules/triggers due to HTTP GET length
Fixed issue where inactive staff could be assigned requests via automation rules
Fixed issue where CC/BCC addresses on external notes would be added to public notes and have to be manually removed
Fixed users showing up more than once in the "viewable by" label on filters
Fixed bug where last insert id may not be returned correctly in some cases

3.3. Version 3.2.10

Version 3.2.10 Change log (January 24th, 2014)

Bug - Latest Chrome version (32) incorrectly set tooltip height
Bug - Some custom fields weren't deletable on SQL Server 2008+
Bug - Emails with certain unencoded characters could be cut off, resulting in missing content
Bug - Curly quotes and other special characters were converted to question marks instead of the correct standard character

3.4. Version 3.2.9

Version 3.2.9 Change log (December 26th, 2013)

New Feature - Added the ability to update requests as a customer via private.request.update
Bug - Grouping by contacted via in reports didn't show mailboxes correctly
Bug - Prevent sending notification emails in some cases to inactive users
Bug - Improvements for IE10 and IE11
Bug - Adjust wysiwyg to fix issue with nested lists in Outlook
Bug - Improve merge UI in workspace to include more information in drop down
Bug - Fixed issue where last selected request for batch merge would not be listed
Bug - Fix time tracker column display in filters
Bug - Batch responding with a response will now apply 1 usage for each batched reply rather than 1 total for the entire batch in response usage report
Bug - Fixed load more in inactive users
Bug - Fixed remove request button from batch importing UI
Bug - Fixed search for staff where it could be broken in some cases

3.5. Version 3.2.7

Version 3.2.7 Changelog (November 8th, 2013)

New Feature - Gravatars are now shown in request history for customers who have them
New Feature - Add ability to group reports by drill down custom fields.
Bug - Add validation to reminders to make sure a date is set before submitting
Bug - Fixed issue with some triggers not replacing the ##ACCESSKEY## correctly.
Bug - Fixed some html labels that didn't match up to the correct inputs.
Bug - Fixed issue with triggers not being called in API request.update
Bug - Fixed issue with reattaching an attachment with an apostrophe in the file name.
Bug - Fixed issue with category tags not working correctly if it contained a percent symbol.
Bug - Response folders were not respecting permissions
Bug - Fixed issue with grouping by year in reports
Bug - Adjusted the way drafts are saved.
Bug - In CSV export change the time tracker time to be in seconds.
Bug - Fixed issue with time tracker not escaping properly.
Bug - Hide the next / previous when opening the request modal from a sidebar search.
Bug - The keyboard shortcuts were not respecting the workspace view type.
Bug - Made Javascript includes work across http/https for mobile UI to prevent warnings

3.6. Version 3.2.5

Version 3.2.5 Changelog (June 24, 2013)

Bug - display of request subscribers was not working and adding errors to the error log.

3.7. Version 3.2.4

Version 3.2.4 Changelog (June 18, 2013)

Bug - Changed an internal setting that creates a hard lock on MySQL databases when merging requests. On low performance servers this created significant database contention. HelpSpot will no longer lock the request tables while merging. However, if you're on a database configuration with good performance for your HelpSpot installation size this can be re-enabled via a hidden setting.
Bug - Changed the embed shortcuts so they are less sensitive
Bug - In mobile UI remove inactive users from selection list
Bug - Remove subscribers when they are marked inactive.
Bug - Fixed admin -> mailboxes sorting by name
Bug - Fixed issue when clicking the attachment icon
Bug - Fixed double inserting a URL in the mail notes template
Bug - Fixed the trigger for "contacted via", "Now is", "Email"
Bug - Limited staff shouldn't get notification on new uncategorized requests.
Bug - Fixed support for german forwarded emails
Bug - Fixed time tracker person list should honor the limited to category setting.
Bug - Fixed report grouping by contacted via.
Bug - Adjusted the print stylesheet for the ticket
Bug - Fixed support for basic authentication on API/RSS feeds on fastCGI setups
Bug - Fixed bug where editing a reporting tag would create a new one rather the editing the existing ones name
Bug - Fixed issue with IE and the drill down list on the portal
Bug - Accented characters in custom field selection items cause reports to fail to load

3.8. Version 3.2.3

Version 3.2.3 Changelog (4/19/2013)

New Feature - Filter management and performance screen now available in Admin -> System -> Filter Management
New Feature - Filters that don't use a date range are now limited to the past year of results by default to improve poorly constructed filters. This can be adjusted in Admin -> Settings -> System or disabled there if desired. If you're seeing some tickets "disappear" after upgrading it's like due to this setting so you may want to extend the range to more days or disable.
Bug - Fixed several bugs with the Windows installer
Bug - Auto refresh in Workspace wasn't always refreshing correctly
Bug - Fixed several SQL Server errors and bugs

3.9. Version 3.1.9

Version 3.1.9 Changelog (1/30/2013)

Bug - Full text searches could bypass limited to category permission
Bug - Update By could return incorrect results
Bug - Embedded images have incorrect URL in the portal and API results
Bug - A bad character could break grouping by assigned user reports
Bug - A rule with more than one request push call fails after first
Bug - Live Lookup would not follow a URL redirect
Bug - Fixed SMS notifications on urgent requests
Bug - private.filter.get didn't honor user permissions
Bug - Fix Windows installer bug with LDAP PHP module
Update - TinyMCE wysiwyg
Update - PHP in Windows installer to 5.3.20

3.10. Version 3.1.8

Version 3.1.8 Changelog

Bug - Fixed error on filters which tried to show last public notes in a filter with 0 results
Bug - Fixed bug in Live Lookup where multiple result could not be viewed via magnifying glass icon
Bug - Adjusted session key storage size for some systems

3.11. Version 3.1.7

Version 3.1.7 Changelog

New - Support for unlimited user licenses
Change - The "Updated By" condition is now applied after the results of other conditions to enhance performance for it's more common use cases
Change - Windows Installer upgrades PHP to 5.3.15
Bug - Improved checking for empty fields in Live Lookup
Bug - A long line in an email could cause the outbound email to be truncated
Bug - Improved speed when selecting last public note for display in filters
Bug - Fixed Firefox 13 bugs
Bug - Fixed spellchecker default for Chrome/Firefox
Bug - Triggers would not check note type properly
Bug - Forums LatestTopics parameter in templates did not honor setting
Bug - Fixed error with SQL full text search
Bug - Passing an empty field to the API incorrectly caused the request creation to fail
Bug - A wrong URL was included in staff notifications
Bug - Character fixes to widget
Bug - When API's are off return HTTP code 400 rather than 200
Bug - In emails a bad character could cause data to be stripped
Bug - Widget background failed to close on Firefox
Bug - Fixed update and close on mobile
Bug - Knowledge pages didn't detect HTML content containing only HTML lists as HTML pages
Bug - Incorrect rounding of decimal fields in grid view
Bug - Long numeric only strings in a text custom field were rounded
Bug - Links to KB weren't properly linked in full public history placeholder
Bug - Fixed spellchecker on IE
Bug - Changed ordering of full text search results
Bug - Various wording changes
Bug - Request push could fail to return error information in UI
Bug - Bad data in a MySQL query could cause high load on the MySQL server

3.12. Version 3.1.6

Version 3.1.6 Changelog

Bug - Add admin username/password for built in LDAP authentication
Bug - The popup calendar would not work from the search page
Bug - Time tracker events report could fail to load
Bug - Non HTML notes sent in via the API displayed with HTML paragraph tags
Bug - Tag search on the portal could show a non-functional link to a hidden page of a public book
Bug - Triggers sending email could end up with a PHP error
Bug - private.request.create should not append a signature to a note when using xPersonOpenedBy=0 (customer)
Bug - Triggers with multiple actions could cause a PHP include error
Bug - MSSQL had an error with full text search using "is not" in a phrase
Bug - Triggers could not match custom field checkboxes
Bug - Triggers could fail to match changed conditions
Bug - Made response usage report more accurate and clear by removing filter option
Bug - Changed UI of public notes to customers template editing to notify but not request a request ID be included
Bug - Responses could fail to display properly for group user permissions
Bug - Live Lookup via a trigger could sent the wrong HTTP GET parameters to the Live Lookup script
Bug - The name menu (top right corner) could not be clicked on iPad
Bug - Emailing customers from an automation rule/trigger could fail in some cases
Bug - A pipe (|) in a reporting tag breaks the reports

3.13. Version 3.1.5

Version 3.1.5 Changelog

Bug - Triggers may not be executed in some scenerios when they should be
Bug - Fixed several character encoding issues
Bug - Title bar count didn't match total of the filter
Bug - Adjusted full text search ordering
Bug - Getting started tab didn't register custom reports
Bug - Open before/after filter condition didn't properly set time of day
Bug - SMS would not send from Automation Rule
Bug - Empty date custom fields would show today's date in workspace grid
Bug - Response search could show responses not in a users permissions
Bug - Name menu had to short a closing delay for iPad
Bug - Email headers would not display more than 1 of same header (like received)
Bug - Response search would show inactive messages
Bug - Triggers that generated emails from portal actions could have a PHP error
Bug - Portal query error for secondary portals with no KB's
Bug - Added more mime type extensions for attachments with invalid or unknown names
Bug - Emails in Windows-1257 character encoding could have characters dropped from email
Bug - Response folders could not display due to javascript error
Bug - Filter CSV should download all results
Bug - KB images may not display in secondary portal
Bug - Mobile ui shows inactive users in drop down
Bug - Fixed issue where custom pages were only for admin users
Bug - Time events report now has customer ID column
Bug - IE8 category selection javascript error

3.14. Version 3.1.1

Version 3.1.1 Changelog

2127: Bug - My Queue read/unread image click improperly incremented
2352: Bug - Triggers could miss some events such as reopens of requests
2384: Bug - Fixed problems with links to requests after a left navigation search
2386: Bug - Moved to using HTML5 audio plugin on supported browsers for inline audio attachments
2388: Bug - Fixed "load more" on filters
2391: Bug - Added groupings to Speed to Resolution report
2395: Bug - Fixed inline image inserts on Webkit browsers
2397: Bug - Address book could not delete contacts
2401: Bug - Fixed issue with drop down lists in popup tooltips on IE
2402: Bug - Fixed error where MS SQL Server could not delete custom fields
2406: Bug - Fixed addition error on response usage report
2412: Bug - Fixed error where filters listed above the inbox could show the wrong count
2416: Bug - Permission groups without spam access could still see spam controls in some places
2449: Bug - Fixed issue where automation rule could improperly reassign a request from an out of office user
2450: Bug - Knowledge tag cloud search wouldn't show all results
2476: Bug - Fixed time tracker report error
2488: Bug - When adding a category custom fields now default to unchecked
2498: Bug - Tag search when no forums exist caused an error on SQL Server
2518: Bug - IE8 javascript errors
2521: Bug - Inactive responses returned in response search on request screen

3.15. Version 3.1.0

HelpSpot 3.1.0

3.1.0 is the first production ready release of the version 3 series. See what's new in V3.

HelpSpot V3 and 3.1.0 in particular contain important new security features and enhancements. All users are encouraged to upgrade.

2195: Feature - New password reset system for improved password security along with other password improvements
2170: Feature - Added the ability to group requests by category reporting tags in requests over time report
2183: Feature - Added next/back to closed requests
2331: Feature - Added report for response usage
2135: Feature - Added report for knowledge book helpfulness
2188: Bug - Responses more than one folder deep would not appear in some permission setups
2189: Bug - Added TO to LiveLookup address book search
2191: Bug - Fixed various issues with IE7
2206: Bug - Option to set custom field order was not visible
2213: Bug - Improved pie chart colors on Todayboard
2223: Bug - A trigger which checked a mailbox value caused an error
2251: Bug - Improved public/private/external note visual indicators
2277: Bug - A trigger could cause a PHP error on the portal in some cases
2278: Bug - Re-attachments fail to be emailed
2329: Bug - Knowledge tag cloud did not display on homepage under SQL Server
2358: Bug - Fixed issue where printing pages did not use print stylesheet
1635: Bug - Fixed issue where two triggers could conflict
1807: Bug - Custom stylesheet now referenced in HTML emails
2073: Bug - IE9 fixed report hovers
2081: Bug - Made billable checkbox label clickable
2086: Bug - Filter count didn't show in title when 0
2087: Bug - Closed requests didn't display custom field information
2088: Bug - Fixed installer to check for PHP equal to 5.3.0 rather than greater than 5.3.0
2095: Bug - Fixed the display of several reports under Microsoft SQL Server.
2098: Bug - Private books would show "link to" when they should not
2100: Bug - File attachments were not accepted correctly via the API
2106: Bug - Modal confirm notifications now defaulted for faster acceptance
2113: Bug - RSS filters would not display complete content
2115: Bug - Adding time tracker time on a new request left the date at January 1 instead of today
2118: Bug - Secondary portals could not show helpful pages on homepage from more than one book
2120: Bug - Restored ability to see Time Tracker entries on closed requests
2141: Bug - Request history would be truncated in wrong place

3.16. Version 3.0.8 Beta

3.0.8 Changes

1993: Feature - New reports: customer activity, response usage
2019: Feature - Added "logged in user" as an option for assignment chain filters
2031: Feature - Added billable checkbox to time tracker
1906: Feature - Anonymous error submission system (setting in admin-settings-system)
2032: Bug - Updated various wording
2054: Bug - Files could not be deleted from KB's
2063: Bug - Fixed issue where resized images could fail to be deleted and use disk space
1902: Bug - Added check to protect system if new files are uploaded but installer.php is not run
1905: Bug - Fixed various SQL Server errors
2020: Bug - Changed calendar layout to be Sunday - Saturday
2021: Bug - Fixed Windows installer which could fail to build scheduled tasks on Win 2003
2028: Bug - Not all custom predefined list fields would display in Request Over Time report grouping option
2030: Bug - Filter custom field columns that should show 0 would display blank instead
2002: Bug - Added "serious mode" setting allowing phrases and other fun things to be disabled
2001: Bug - Adjusted inbox zero phrases to only display sometimes to increase randomness
2003: Bug - Removed the ability for extra emails on the TO line to be automatically converted to CC's (this caused to many issues with looping/self notifying)
2018: Bug - Fixed/disabled WYSIWYG on iPad/iPad2
1926: Bug - Date/Datetime custom fields did not work on portal
1931: Bug - The Windows installer upgrading a V3 installation to a newer V3 installation could break fastcgi
1933: Bug - Portal popup did not work in IE
1934: Bug - Full text search failed on MS SQL
1946: Bug - CSV exporting was not working for filters
1951: Bug - Fixed ordering of filters in the Workspace
1954: Bug - When a request email fails the staffer is returned back to the request screen to review
1956: Bug - Don't allow creation of reminders in the past
1959: Bug - private.request.get now marks external notes as such via a new tag that's returned in the note history items
1960: Bug - Improved usability of public/private/external selector
1961: Bug - Improved usability of Timezone selector box
1962: Bug - Fixed default workspace setting
1984: Bug - Improved request history load speed when first opening a request
1991: Bug - Fixed some date/time formatting in reports
1992: Bug - Several security related fixes and enhancements

3.17. Version 3.0.7 Beta

3.0.7 Changes

1886: Feature - Added a new api call: private.request.subscriptions() to retrieve a users subscriptions (accepts xPerson via GET)
1868: Bug - More than 5 API calls per minute under a single account would fail
1888: Bug - Fixed problem with error due to unset timezone
1892: Bug - Forum topics could fail to be created on SQL Server due to topic string length
1893: Bug - Javascript reference error on login screen

3.18. Version 3.0.6 Beta

3.0.6 Changes

1846: Feature - Live Lookup can now accept a label="" attribute on tags to set a custom title
1849: Bug - Knowledge books could fail to insert an image path
1850: Bug - PHP defaulting to output compression could cause CSS display errors
1761: Bug - Calendar fields can now be updated and also reset to empty
1841: Bug - Users could select themselves to forward to when out of office
1842: Bug - Reporting tags could fail to be set by triggers and other automation
1844: Bug - Time tracker didn't display on new request screen

3.19. Version 3.0.5 Beta

3.0.5 Changes

1788: Feature - New preference to move to next request in a filter/queue on close
1820: Feature - Inbox Zero "enhancements" (inspired by HS customer http://figure53.com)
1830: Feature - Modified login system to only allow 5 attempts per minute per account
1783: Feature - Added option to show results by hours & minutes in first response speed report
1790: Bug - Made further adjustments for Google Pagespeed
1803: Bug - Fixed counts in mobile UI
1804: Bug - Fixed sidebar search for customer ID
1805: Bug - SMTP error text showed in wrong location
1806: Bug - Deleting spam in the forums would only delete one spam item at a time
1810: Bug - Fixed re-attaching of attachments from history
1811: Bug - Windows wouldn't list categories in custom fields
1813: Bug - Changed permission groups to remove unnecessary permissions
1817: Bug - Moved timetracker inline on the request screen from the left nav
1821: Bug - Fixed bug where mailboxes using SSL based SMTP overrides (aka gmail) could not send email
1822: Bug - Fixed bugs with special characters in reports
1823: Bug - Fixed file downloads on KB pages in admin
1824: Bug - IE CSS portal template would not be served for grey and blue portal themes
1828: Bug - Added check for source file permissions that are too open
1834: Bug - Todayboard categories chart only counted open requests instead of all
1836: Bug - Batch responding now warns if closing without setting status
1837: Bug - Modified HTML to allow browser autocomplete on custom fields
1666: Bug - Adjusted Live Lookup results display
1713: Bug - Fixed overlay min width
1729: Bug - getHelpfulPages template call did not work correctly in secondary portals
1758: Bug - Reporting tags now stay in place when selected rather than resorting to the top
1768: Bug - Global setting to prevent batch closing caused reassignment batch button to break
1769: Bug - Contact via trigger option would failed
1771: Bug - Fixed various IE javascript errors
1778: Bug - Fixed IE9 bug where javascript was broken when in IE7/8 compatibility mode
1781: Bug - Fixed CSS when in maintenance mode
1785: Bug - Fixed IE8 but where portals would not show in admin drop down list
1786: Bug - Fixed UI so that it's possible to subscribe to a request that already has subscribers

3.20. Version 3.0.4 Beta

3.0.4 Changes

1734: Feature - Added support for both displaying and inserting images inline in HTML emails
1756: Feature - Added a spam whitelist and blacklist
1751: Bug - Letter case of a mailbox reply to could cause it to CC itself on requests
1752: Bug - Widget success page could fail to load
1665: Bug - Next/Back buttons did not work in the Inbox view
1669: Bug - On MySQL merges could fail
1673: Bug - Response search on request screen javascript error
1674: Bug - Added today and same day last week request count totals on Todayboard
1677: Bug - Improved CSS/JS caching. Added compatibility fix for Google Pagespeed
1678: Bug - Forward command failed to re-attach attachments
1684: Bug - Adjusted time element of calendars to change in 1 minute increments
1685: Bug - Admins now have access to edit any knowledge book settings
1687: Bug - Improved IMAP error logging
1689: Bug - Keyboard shortcut details link failed in Chrome
1691: Bug - Staff search did not search inactive users
1692: Bug - LDAP connection test could report "Error: Success"
1693: Bug - Restored missing image edit.gif
1696: Bug - Batch update and closed failed to close requests
1697: Bug - Improved display of CC/BCC email addresses on request screen
1698: Bug - Custom theme JS embedded with wrong link type
1699: Bug - Stopped the encoders from encoding the /custom_pages example script
1704: Bug - Forum main page now includes user icons for faster identification
1705: Bug - Fixed Live Lookup calls from the address book
1709: Bug - Some links in the KB breadcrumb trail were broken
1714: Bug - Fixed spelling errors
1716: Bug - Removed unneeded language file strings (removed hundreds of old v2 strings)
1717: Bug - Widget could submit tags in note body
1720: Bug - Prevent auto refresh of workspace from leaving blank grid
1725: Bug - Removed the open password option from login page
1729: Bug - getHelpfulPages template call did not work correctly in secondary portals
1730: Bug - Adding a note to another staffers request could cause an empty message body error

3.21. Version 3.0.3 Beta

3.0.3 Changes

1644: Feature - Added ability to link to chapters from KB popup
1658: Feature - Added ability to save changes to an existing saved report
1664: Bug - Long reporting tags would break tag display
1643: Bug - In some cases the reminders UI would render incorrectly making it impossible to delete reminders.
1645: Bug - FireFox had some excess space at the top of the request screen
1646: Bug - When creating a response the custom field tab could cause errors if the installation has no custom fields
1648: Bug - Updating personal preferences could cause signatures to lose leading line breaks
1650: Bug - Fixed a Postgres specific database error
1651: Bug - Applying a response without a category would unset any currently set category (and hide assignment, tags, etc)
1652: Bug - WYSIWYG on installations with MBString could show odd characters
1653: Bug - When viewing a request the last viewed filter is now correctly highlighted
1655: Bug - imezone may not be set in the installer in some cases

3.22. Version 3.0.2 Beta

3.0.2: Bugs

1636: Bug - Removed @ check in mailbox passwords
1637: Bug - Live refresh not populating counts/grid correctly
1638: Bug - Reply Above not inserted correctly in auto replies
1639: Bug - Installation failed on MySQL 5.5+
1640: Bug - WYSIWYG could fail to load in some cases
1642: Bug - Dates in reminders could not be set properly

3.23. Version 3.0.1 Beta

For more information and screenshots of new features visit our What's New page.

3.0.1: Feature Highlights

All new design, rebuilt from the ground up to be instantly familiar yet remarkable.
New and redesigned reports
Todayboard, our new dashboard giving you insights into what's going on today in the system.
Stream View. Peek into requests in any filter without excessive clicks and loading.
Triggers are a new way to automate HelpSpot in real time.
Knowledge Tags, tag your books and forum topics for easier searching and reference.
Clean printing gives you clean printed output from any page in the system.
Admin themes. Create custom themes for the admin and even hook in custom javascript.
Portal themes. 2 new great portal themes to use right out of the box.
Integrated "reply above" for emails reduces database size by 50% and in many cases more
Improved performance, including faster filters, faster page rending, better caching and more

3.24. Version 3.0.1 - Template Changes

This page describes the changes to each HelpSpot portal template. If you have an HTML editor available like Dreamweaver or BBEdit it is probably more efficient to simple use the diff tools to compare your edited documents (/custom_templates) with the new templates (/helpspot/templates/). If those tools are not available, the listings below will allow you to manually change the templates.

These changes are only needed if you have customized your portal and specifically customized the files listed below. If not, you do not need to make any adjustments.

Your portal will not work correctly until these changes have been made.

Note: If you're upgrading from versions prior to 2.6.0 (2.4.2,2.1.1,2.1.0) you will also need to apply the previous template changes as well.

These templates have changed in version 3:

css.tpl.php
forums.posts.tpl.php
forums.topics.tpl.php
header.tpl.php
home.tpl.php
index.tpl.php
js.tpl.php
kb.page.tpl.php
request.check.tpl.php
search.tpl.php
searchbox.tpl.php

css.tpl.php

Modified line 16, changed URL. Line should be:

header('Content-type: text/css'); header('Content-Disposition: inline; filename="style.css"'); ?> /* Import styles for calendar used in date/datetime custom fields */
@import "<?php echo $this->cf_primaryurl ?>/static_<?php echo $this->cf_version ?>/js/jscal2/css/jscal2.css";

Add to end of file:

.calendar_input{
	padding-right: 10px;
	padding-top: 5px;
	padding-bottom: 5px;
	position: relative;
	text-align:	bottom;
	cursor: pointer;
	padding-left: 34px;
	border: 1px solid #BBBBBB;
}

.calendar_btn{
	position: absolute;
	top: 1px;
	left: 2px;
	height: 24px;
	width: 24px;
	background: transparent url(<?php echo $this->cf_primaryurl ?>/portal/images/calendar.png) no-repeat left top;
}

.tag-block-home{
	
}

.tag-block-page{
	margin: 0px;
	padding-left: 42px;
}

.tag-block a{
	display: inline-block;
	height: 26px;
	line-height: 26px;
}

.tag-sep{
	font-size: 11px;
	color: #ccc;
}

.tag-table{
    font-size: 13px;
    width: 100%;
    margin: 15px 0 20px 0;
 	border-bottom: 1px solid #DADADA;
}

.tag-table td { 
	padding: 8px; /* not for grey design */		
}

.tag-header{
	margin-bottom: 30px;
}

#helpspot-link{
	font-size: 12px;
}

footer.tpl.php

Replace line 25 through end of file. Previously line 25 started with a <strong> tag. Should now be:

</div> <!-- End of footer div -->
</div> <!-- End of container div -->

<div id="helpspot-link">
	<?php
	/*
	You may remove this link, however we would be very appreciative if you didn't! Helping spread the word about HelpSpot
	creates a stronger community and a better product for all our customers. 
	Sincerely, 
	
	Ian Landsman 
	President, UserScape
	ian@userscape.com
	*/
	?>
	
	<strong><a href="http://www.helpspot.com">Help Desk Software</a> by HelpSpot</strong>
</div>
</body>
</html>

forums.posts.tpl.php

Add at line 61:

<?php if($this->splugin('Forums_PostTags','count',$this->get_id)): ?>
	<fieldset class="fieldset">
		<legend><b><?php echo lg_portal_tags ?></b></legend>
		<div class="tag-block tag-block-page">
			<?php foreach($this->splugin('Forums_PostTags','getTags',$this->get_id) AS $tags): ?>
				<a href="index.php?pg=tag.search&id=<?php echo $tags['xTag'] ?>">
					<?php echo $tags['sTag'] ?>
				</a> <span class="tag-sep"> / </span>
			<?php endforeach; ?>
		</div>
	</fieldset>
<br />
<?php endif; ?>

<?php if(!$this->helper->isTopicClosed($this->topic,$this->forum)): ?> <form action="index.php?pg=forums.posts&id=<?php echo $this->get_id ?>" method="post">

header.tpl.php

Replaced line 9 (meta robots tag) with:

<meta name="description" content="<?php echo $this->hd_name ?> - help desk and customer service portal" />
<?php if($this->get_page == 'request.check'): ?>
	<meta name="robots" content="noindex, nofollow">
<?php else: ?>
	<meta name="robots" content="index, follow">
<?php endif; ?>

<title><?php echo $this->pg_title ?></title>

Modified line 18, changed URL. Line should be:

<!--stylesheets-->
<link rel="stylesheet" type="text/css"  href="<?php echo $this->cf_url ?>/index.php?pg=<?php echo $this->hd_theme ?>" media="screen, projection" />

Modified & Added at line 18, changed URL & added IE stylesheet. Line should be:

<!--stylesheets-->
<link rel="stylesheet" type="text/css" href="<?php echo $this->cf_url ?>/index.php?pg=<?php echo $this->hd_theme ?>" media="screen, projection" />
<!--[if lt IE 8]>
	<link rel="stylesheet" type="text/css" href="<?php echo $this->cf_url ?>/index.php?pg=<?php echo $this->hd_theme_ie ?>" />
<![endif]-->

Modified line 23, added class attribute. Line should be:

</head>
<body onload="<?php echo $this->pg_onload ?>" class="page-<?php echo $this->get_page_css_class ?>">

home.tpl.php

Added at line 30:

><?php endif; ?>
<?php $this->helper->reset_altrow(); ?>

<?php if($this->splugin('Tags','count') > 0): //Only show tags if there are any ?>
	<table width="555" cellspacing="0" class="forumtable tag-cloud-homepage">
	<tr>
		<td>
			<h2><?php echo lg_portal_tags ?></h2>	<br />
		</td>
	</tr>
	<tr>
		<td class="tag-cloud-td">
			<div class="tag-block tag-block-home">
			<?php foreach($this->splugin('Tags','getCloud') AS $tag): ?>
				<a href="index.php?pg=tag.search&id=<?php echo $tag['xTag'] ?>"  style="font-size:<?php echo $tag['font-size'] ?>%;"><?php echo $tag['sTag'] ?></a> <span class="tag-sep"> / </span> 
			<?php endforeach; ?>
			</div>
		</td>
	</tr>
	</table>
<?php endif; ?>

<?php if($this->splugin('Forums_LatestTopics','count') > 0): //Only show most recent forum posts if there are any ?>

Modified line 44 added class name. Line should be:

<td align="right" class="forum-name">

Added at line 71:

<?php endif; ?>
<?php $this->helper->reset_altrow(); ?>

<?php if($this->splugin('KB_HelpfulPages','count') > 0): //Only show most helpful pages if there are any ?>

index.tpl.php

Added at line 24:

case "css": include $this->loadTemplate('css.tpl.php'); break;
case "css.grey":
	include $this->loadTemplate('css.grey.tpl.php');
	break;
case "css.blue":
	include $this->loadTemplate('css.blue.tpl.php');
	break;		
case "ie.css":
	include $this->loadTemplate('ie.css.tpl.php');
	break;
case "ie.css.grey":
	include $this->loadTemplate('ie.css.grey.tpl.php');
	break;
case "ie.css.blue":
	include $this->loadTemplate('ie.css.blue.tpl.php');
	break;

Added at line 77:

case "search": include $this->loadTemplate('search.tpl.php'); break;
case "tag.search":
	include $this->loadTemplate('tag.search.tpl.php');
	break;

js.tpl.php

Replace the document.write at line 24 with:

// jscalendar/calendar-setup.js (used for date custom fields)
document.write('<script type="text/javascript" src="<?php echo $this->cf_primaryurl ?>/static_<?php echo $this->cf_version ?>/js/hs-js-combined-portal.php"></script>');

kb.page.tpl.php

Added at line 30:

<p> <?php echo $this->page['tPage'] ?> </p>

<?php if($this->splugin('KB_PageTags','count',$this->get_id)): ?>
	<fieldset class="fieldset">
		<legend><b><?php echo lg_portal_tags ?></b></legend>
		<div class="tag-block tag-block-page">
			<?php foreach($this->splugin('KB_PageTags','getTags',$this->get_id) AS $tags): ?>
				<a href="index.php?pg=tag.search&id=<?php echo $tags['xTag'] ?>">
					<?php echo $tags['sTag'] ?>
				</a> <span class="tag-sep"> / </span>
			<?php endforeach; ?>
		</div>
	</fieldset>
<br />
<?php endif; ?>

Modified line 37 changed variable. Line should be:

<?php foreach($this->splugin('KB_PageDownloads','getDownloads',$this->get_id) AS $download): ?>
	<li><?php echo $this->helper->mimeimg($download['sFilename']) ?> <a href="index.php?pg=file&from=2&id=<?php echo $download['xDocumentId'] ?>"><?php echo $download['sFilename'] ?></a>
<?php endforeach; ?>

request.check.tpl.php

Modified line 169 added ID. Line should be:

	<input type="text" name="id" value="" size="20" maxlength="100" tabindex="100" />
	<input type="submit" name="submit" id="accesskey-btn" value="<?php echo lg_portal_check ?>" tabindex="101" />
</p>

Added at line 197:

<?php if(isset($_GET['reset_password'])): ?>
<script type="text/javascript">
document.observe("dom:loaded", function(){
	var page_href = location.href + " ";
	if(page_href.search(/password/i) > 0){
		$("feedback_box").show();
		$("feedback_box").addClassName("feedback_box_positive");
		$("feedback_box").update("<?php echo htmlentities(lg_portal_password_reset) ?>");
	}
});
</script>
<?php endif; ?>
	
<?php include $this->loadTemplate('footer.tpl.php'); ?>

search.tpl.php

Added at line 19:

<?php include $this->loadTemplate('searchbox.tpl.php'); ?>

<?php if($this->splugin('Tags','searchCount',$this->get_q)): ?>
	<fieldset class="fieldset">
		<legend><b><?php echo lg_portal_searchtags ?></b></legend>
		<div class="tag-block tag-block-page">
			<?php foreach($this->splugin('Tags','searchTags',$this->get_q) AS $tags): ?>
				<a href="index.php?pg=tag.search&id=<?php echo $tags['xTag'] ?>">
					<?php echo $tags['sTag'] ?>
				</a> <span class="tag-sep"> / </span>
			<?php endforeach; ?>
		</div>
	</fieldset>
<br />
<?php endif; ?>

searchbox.tpl.php

Modified line 6 added ID. Line should be:

<p align="center">
	<input type="text" name="q" id="q" value="<?php echo $this->get_q ?>">

4.1. Version 2.7.2

2.7.2: Features and Bugs

1423: Feature - Added support for line breaks in widget text
1457: Feature - Added xPortal ID option to create.request and private.create.request
1459: Feature - Added mailbox account name placeholder for last, first
1468: Feature - Upgraded TinyMCE (wysiwyg editor) to 3.3.8
1474: Feature - Replaced the last customer email tag with last customer note (your templates will automatically be updated). This now replies with the last note of any type not just emails, so portal updates, API generated updates, etc.
1479: Feature - Added reportingTags parameter to private.request.search
1484: Feature - Added 2 indexes to HS_Request to improve speed on certain filter conditions
1478: Bug - On Windows the Black Box Username field could default to a blank space instead of empty
1470: Bug - Prevented an unneeded update query in the Workspace
1465: Bug - UTF8 control characters in an email could break API XML
1467: Bug - Updating global email templates could overwrite custom mailbox templates
1448: Bug - Numerci and Decimal custom fields did not accept 0 on the portal form
1451: Bug - KB Pages with only table tags would have
added to them
1452: Bug - Required checkbox fields now checked via javascript as other required fields are
1453: Bug - Auto response email template could not correctly display CSS
1455: Bug - Could not download a report as CSV where open/closed was set to closed
1336: Bug - Push requests could not be logged when using Postgres DB
1337: Bug - Postgres DB installations wouldn't list request history on portal when using customer ID display option
1342: Bug - Drill down lists could not be edited if they contained certain special characters
1348: Bug - Speed to first response report can sometimes count merged requests as negative values
1349: Bug - The email_staff parameter in private.request.create did not work as expected
1359: Bug - Batch request could fail on pasted text with bad characters

4.2. Version 2.7.1

2.7.1: Features and Bugs

1386: Feature - Improved filter caching for faster results especially in large installations.
1386: Change - Removed filter cache time setting, still available as a hidden setting.
1394: Feature - Improved search tab UI. Enter starts search, last search remembered for configurable period of time in hidden settings (defaults to 20 minutes)
1409: Feature - Added exclusive public history notes email tag (will show all public notes in the request besides the current one being sent) to compliment "inclusive" one
1398: Bug - API private.request.addTimeEvent allowed adding time events to non-existent request ID's
1387: Bug - Address Book A-Z navigation could break under some conditions.
1342: Bug - Drill down lists could fail to be editable.
1348: Bug - Improved the speed to first response reports handling of merged requests.
1349: Bug - email_staff API parameter did not email staff members indicated.
1372: Bug - Speed to first response report had problems when downloading as a CSV.
1417: Bug - Subject lines that end in \ break the javascript on the request page
1420: Bug - calendar date selection could fail in advanced search

4.3. Version 2.7.0

For screenshots of several new features visit our What's New page.

2.7.0: Feature Highlights

108: Feature - Global BCC option, so all public note emails (optionally all outbound email) can be BCC'd to a specified address.
1128: Feature - New advanced search interface with optional filter creation
1108: Feature - New report: Speed to first response
1139: Feature - New tab widget allows a question/feedback form to easily be added to any webpage or site
1240: Feature - Added email tag which will insert the complete public history of a request
1297: Feature - Added ability to re-attach an attachment in the request history
604: Feature - Added a simple address book for commonly used email addresses. Integrated with Live Lookup for global address book functionality.
1310: Feature - Added assignment chain management. It's now possible to search/filter the full history of all users who have ever been assigned a request (works going forward after upgrade).

2.7.0: Features and Bugs

121: Feature - When doing a batch response any people currently CC'd will be CC'd on the batch reply
1074: Feature - Improved image caching
1123: Feature - Framed portal pages would work inconsistently in some IE versions
1124: Feature - Added US Cellular and Telstra to SMS list
1126: Feature - Responses are no longer required to have a note
1131: Feature - Responses can now set "send from" and "TO"
1109: Feature - Filter/Report exporting now done in CSV for wider compatibility
1157: Feature - Improved request history search speed
1145: Feature - API method private.request.search can now search on xPersonAssignedTo
1187: Feature - "Currently Viewing" notification on request screen now less obtrusive, continually viewable and updates in real time
1208: Feature - Live Lookup now passes the request ID in it's call
1221: Feature - Added ability to set the contact type via the API creation methods
1251: Feature - Added button to clear error table
1252: Feature - Added check for shell_exec when using command line Live Lookup
1194: Feature - Added ability to repair MySQL tables from the system information screen
1296: Feature - Each request history item now has a "forward" command which will quote the note, set the subject, and re-attach any files in the note
503: Bug - Changed wysiwyg to use raw encoding to true characters are stored in database
1080: Bug - HTML tags not stripped from RSS titles
1088: Bug - Removed inactive users from time tracker selection list
1092: Bug - Fixed bug where IE7 users could sometimes not take an urgent request from the Inbox
1101: Bug - Numeric custom fields would log changes from/to nothing
1104: Bug - When uploading multiple attachments via the api, ones beyond the first would not upload correctly
1159: Bug - Added logic to prevent workspace from stretching on long strings of characters
1163: Bug - Fixed email_staff option in API which would not email selected staff
1166: Bug - An apostrophe as the leading character of a customer name would cause the request not to update
1170: Bug - Improved email validation
1171: Bug - Portal black box now creates accounts for unknown but valid users as the default system does
1175: Bug - When using the option to write attachments to disk the process would sometimes failover to DB when it shouldn't
1142: Bug - Removed encoded HTML characters from text staff notification emails
1143: Bug - Drill down custom field data was not available in API results
1119: Bug - Using make note public on an HTML email could break the layout of the request.
1113: Bug - The request push details link did not work on closed requests
1114: Bug - Responses would be erased in some browsers if enter was hit directly after insertion
1276: Bug - Prevent email ID prefix from containing anything but letters
1286: Bug - View request link in emails could have wrong URL
1292: Bug - Email table of results rule action in some cases may not remember the correct person to email
1243: Bug - Increased size of the sReplyName field
1257: Bug - Fixed wrong path to attachment images in secondary portals
1262: Bug - Clarified notes on MSSQL wild card searches
1263: Bug - Private api method private.request.create could not add reporting tags
1223: Bug - Mail rules would not always match subject lines properly if they were encoded
1229: Bug - Remove currently out of office users from list of those who can be set as a person to forward to while out of office.
1231: Bug - "additional" hidden portal form field would not submit text in some configurations
1237: Bug - Added check to ensure at least 1 staff member is added to a category
1211: Bug - The date opened placeholder did not show the correct date, it showed the current date.
1213: Bug - Command clicking a request ID would not open it in a new window
1190: Bug - Long lists of reporting tags would sometimes fail to reorder correctly
1146: Bug - Print view shows custom fields which are not part of the requests currently selected category.
1148: Bug - Fixed issue with special characters in drill down fields
1152: Bug - Add check to make sure the SMS field is filled in if checking off SMS notification options
1156: Bug - Installs with many custom fields could not fully use Live Lookup due to the use of GET to transmit the information, switched to POST
1321: Bug - Private api method private.request.getCategories returned all reporting tags for each category
1314: Bug - Clicking update and close in Google Chrome Mac crashes if status is not already selected
1315: Bug - Secondary portal forums send emails from the default system account instead of the secondary portals selected account.
1304: Bug - IE could receive a blocking javascript error on Rules pages

4.4. Version 2.6.3

1024: Feature - Installer.php now does additional checks for proper database permissions and errors during upgrades
1025: Feature - kb.getBookTOC and kb.getPage now return information on related pages.
1033: Feature - Installer.php now automatically puts the system in maintenance mode when doing an upgrade (after upgrade button pushed) and turns off maintenance mode when complete
1050: Feature - The email tag ##forward:true## is now accepted in the body of the message as well as the subject line
1052: Feature - The request history option menu now stays open longer
1058: Feature - Added a button to clear stuck emails allowing the system to retry downloading them
1060: Feature - Added cHD_TAKEIT_DOCHECK hidden setting to allow Take It button to bypass assigned to check and directly assign to clicker
1013: Bug - New Level 2 users could be created and defaulted to a filter they didn't have access to in some configurations
1014: Bug - IE sometimes shows browser security warning on admin page
1015: Bug - In some cases Windows Installer did not correctly set the tmp directory to writable causing email attachments to fail
1020: Bug - IE could show an "out of memory" browser error on preferences page
1021: Bug - Closed requests had a javascript error in IE
1022: Bug - private.request.get now returns the merged request if the request has been merged
1032: Bug - HTML H2 tags did not display correctly in preview mode
1036: Bug - Force table locking in MySQL when doing merges to prevent a situation where both requests in a merge if called simultaneously to merge into each other could be deleted
1038: Bug - Closed requests showed request history based on "notes" preference so would show notes only if that preference was set. Now shows all history items regardless of setting.
1039: Bug - Drill down data in filter grid did not display properly in all cases
1044: Bug - Windows installer could fail to install the Zend Optimizer for new installations in some cases
1053: Bug - Malformed email can cause only the first line or two of an email to be displayed
1055: Bug - Fixed rare bug where if the database has an error two new requests could be merged into one
1056: Bug - Fixed issues with custom field creation when database user does not have alter permissions in MySQL

4.5. Version 2.6.2

1011: Bug - "Customer will not be emailed" message and note draft saving may not function properly on the request screen. "Customer will not be emailed" may fail to correctly switch to "Customer will be emailed" when appropriate causing confusion to help desk staff.
This bug only affects HelpSpot version 2.6.1.

4.6. Version 2.6.1

968: Feature - Added hidden setting to disable auto linking of shortcuts (r: f: k:) in note field
973: Feature - Hidden setting to set a maximum image size to attempt to thumbnail in the request history
981: Feature - Option to open request history search results in a new window
984: Feature - Added a reporting tags column for filters
990: Feature - Phone numbers in the iPhone UI are now clickable in the customer information area
957: Bug - Merging generates an email to user doing the merge even if it's same person
970: Bug - Clicking update request now auto submits time if time clock is running
974: Bug - Installations running over SSL can show insecure items error when accessing request page
975: Bug - Formatted text box and plain text note box would not auto resize
982: Bug - Spellchecking with the wysiwyg enabled did not work
991: Bug - iPhone UI is now faster due to removal of transitions
992: Bug - iPhone UI now correctly links to knowledge book pages
993: Bug - Editing an automation rule can cause an "operation aborted" error in IE
999: Bug - Workspace quick menu sometimes would remain stuck on "loading..." while trying to view request details
1000: Bug - Fix improperly decoded attachment extensions
1001: Bug - Setting a note to public via a response and attempting to set the subject line and CC fails
1002: Bug - Certain filter conditions if used on their own may incorrectly return all requests if no requests match the condition

4.7. Version 2.6.0

2.6.0: Feature Highlights

56: Feature - Smart assignment. When re-assigning a request to a category the staffer is part of the assigned to box will default to the staffer rather than the default user.
384: Feature - Multilevel response grouping
417: Feature - Live request access status. Staff are warned when entering a request another user is viewing or editing.
428: Feature - Request histories can now display a full history, just notes, just public notes, or files. The setting is saved until it is changed by the staffer (setting is unique to each user)
607: Feature - Significant filter speed improvements. Especially for reporting tags and full text searches on the MySQL database
633: Feature - Integrated iPhone interface
768: Feature - Filter view request quick menu for viewing request history from the Workspace
753: Feature - Added indicator to visually confirm when an email will be sent to a customer on the request screen
787: Feature - Specific column widths can now be specified in filters
823: Feature - Added support for reCAPTCHA as a captcha type in the portal
869: Feature - Per mailbox public and external note email templates for easy support of different mailbox domains.
871: Feature - Filter counts are now cached for 5 minutes by default (setting in Admin->Settings->System). Caching dramatically reduces the number of queries per page in filter heavy installations.
928: Feature - Multi-portal support. Create unlimited portals for different websites all managed by one HelpSpot instance.

2.6.0: Features and Bugs

164: Feature - Option to quote all public history
566: Feature - Forwarded email parsing now requires the subject line to contain a special command: ##forward:true##
568: Feature - Added "van:" as another "from" to search for in email forward parser
585: Feature - Option to show the SQL of a filter on the filter creation/edit screen
615: Feature - Default the create filter batch option to unchecked
628: Feature - API: allow override of fNoteIsHTML
665: Feature - Request Push API: Assigned user and logged in user information sent. Live Lookup API: logged in user information sent with api call.
668: Feature - Mailbox option to use a staff member name in the from emails of public notes instead of generic mailbox name
645: Feature - Pass fUserType value in Live Lookup API so results returned can be tailored to user level
678: Feature - Added notification suppression option to automation rules
679: Feature - Added email template placeholders for opened date and current time
687: Feature - Move to inbox option for automation rules
700: Feature - Added setting to turn off auto reply on portal form requests
701: Feature - New filter column which displays who's currently viewing/editing a request
716: Feature - Filter "take it" column now works like the built in inbox "take it" column
722: Feature - Add an "is not spam" action to mail rules
727: Feature - Upgraded wysiwyg to latest version
728: Feature - Show count of currently open requests for a customer on the request screen
732: Feature - Added ability to merge a request from the history tab
734: Feature - Added logged in user placeholders
741: Feature - Automation rule option to only run rule if it's directly called, not when tasks2.php is called without an ID (as normal)
758: Feature - New API method of private.request.merge
760: Feature - Added option to group merge from filters
766: Feature - Save As option for responses and filters to quickly base a new response/filter off of an existing one
767: Feature - Links in the request history to external sites now open in a window without leaving the request screen
779: Feature - Menu option to link directly to a specific request history note
781: Feature - API: private.request.search now accepts date parameters
785: Feature - Added "active" status to "change status" drop down in filters
786: Feature - Filters now have the option for grouped and/or conditions
796: Feature - Option to convert a request history item into a new request
812: Feature - Added a Request Push API action to automation rules
817: Feature - Added hidden config.php setting which allows SSL MySQL connections
819: Feature - When clicking "update and close" with the status still "active" a quick popup will appear allowing a status selection without the need to scroll.
864: Feature - Added Getting Started menu
897: Feature - Significant improvements in client CPU and Memory utilization in all browsers
902: Feature - Added xPersonOpenedBy to private.request.create
931: Feature - Email table of results will no longer send an email if no requests match the rule
933: Feature - Added ability to move chapters between books
828: Bug - Adding a mailbox incorrectly showed an "edited" message
821: Bug - Flash movies uploaded into the knowledge books may not display correctly for visitors using Flash 10
806: Bug - Editing a KB name or description causes order to be set to 0
808: Bug - Remove formatted text (Markdown) escape characters from text versions of emails
809: Bug - Leave attached .eml files as attachments instead of parsing them as part of the mail body
792: Bug - Add tag button in Safari submits form when it should not
783: Bug - Portal requests show a RE in excel download of filters when they should not
747: Bug - Line breaks are now stripped from drill down option lists
748: Bug - The batch request form no longer forces required custom fields to be changed
750: Bug - Spaces at the end of an email address cause emails to fail
752: Bug - tasks2.php no longer outputs any text
739: Bug - Creating a request with no note causes odd character dump in request history
713: Bug - Private API returns a basic auth header in addition to the xml failure notice
714: Bug - Formatted text content now used directly for text part of emails
723: Bug - Internet Explorer would append responses to top of screen instead of the note box in some instances
724: Bug - A login box appears in the draft save area of the request screen if the user is logged out while working a request
703: Bug - Mail rule headers now default to "contain" instead of "is"
706: Bug - Search fields now trim whitespace
711: Bug - Safari could not set public api return values in settings
680: Bug - When choosing a relative comparison operator in an automation rule the time field would not hide
647: Bug - kb.getToc now wraps pages with a pages tag for easier parsing (existing code that uses this method may need updating)
669: Bug - Multi-word searching in Postgres would not return results
671: Bug - Improperly formatted email messages caused attachments to not be imported properly
677: Bug - On some configurations files with no mimetypes would not be saved to the database
635: Bug - Custom field dates in automation rules show timestamp
639: Bug - private.request.search does not return tnote
629: Bug - Subject line shows on non-email created requests
631: Bug - Black Box Portal authentication may not work in some cases
618: Bug - Umlaut in subject line forces requests to always be created, never appended to existing
619: Bug - Original Note tag will send back a private note on a manually entered request with the first note as a private note
623: Bug - Files could not be uploaded via request.update method
624: Bug - Group files in request.get into a tag for easier parsing
627: Bug - Certain emails become stuck due to spam check
586: Bug - Change filter condition so that both checked and unchecked can be found
600: Bug - Apostrophe in knowledge book page title makes them not insertable into note box
582: Bug - Reporting tags don't show when editing a response on IE
584: Bug - Emails with multiple CC's can stretch page
567: Bug - First result of Live Lookup result with multiple entries sometimes not shown
173: Bug - Space character can get through on a CC and breaks javascript
564: Bug - Email template tags don't insert in FireFox 3
878: Bug - Borders added to images in the knowledge books would not be displayed
879: Bug - Login check did not work for new request screen
939: Bug - Downloads over SSL on request check page fail to IE
955: Bug - Request Push to SQL Server 2008 fails when Push() does not return a value

4.8. Version 2.6.0 - Template Changes

These changes are only needed if you have customized your portal and specifically customized the files listed below. If not, you do not need to make any adjustments.

Your portal will not work correctly until these changes have been made.

Note: If you're upgrading from versions prior to 2.4.2 (2.1.1,2.1.0) you will also need to apply the template changes here.

These templates have changed in version 2.6:

css.tpl.php
email.tpl.php
forums.posts.tpl.php
forums.topics.tpl.php
js.tpl.php
request.tpl.php

css.tpl.php

Modified line 16, changed URL. Line should be:

header('Content-type: text/css');
header('Content-Disposition: inline; filename="style.css"');
?>
/* Import styles for calendar used in date/datetime custom fields */
@import "<?php echo $this->cf_primaryurl ?>/js/jscalendar/skins/aqua/theme.css";

Modified line 226, changed URL. Line should be:

.navBar a:link.navOn, .navBar a:visited.navOn, .navBar a:hover.navOn
{
	font-weight: bold;
	padding: 0 0 6px 10px;
	text-decoration: none;
	color: #39399c;
	background: url(<?php echo $this->cf_primaryurl ?>/portal/images/blue-tri.gif) no-repeat left top;
}

Modified line 270, changed URL. Line should be:

.subnavBar a:link.navOff, .subnavBar a:visited.navOff
{
	font-weight: normal;
	padding: 0 0 6px 10px; 
	text-decoration: none;
	color: #3163ce;
	background: url(<?php echo $this->cf_primaryurl ?>/portal/images/blue-dot.gif) no-repeat left top;
}

Modified line 279, changed URL. Line should be:

.subnavBar a:hover.navOff
{
	font-weight: normal;
	padding: 0 0 6px 10px; 
	text-decoration: underline;
	color: #39399c;
	background: url(<?php echo $this->cf_primaryurl ?>/portal/images/blue-dot.gif) no-repeat left top;
}

Modified line 288, changed URL. Line should be:

.subnavBar a:link.navOn, .subnavBar a:visited.navOn, .subnavBar a:hover.navOn
{
	font-weight: bold;
	padding: 0 0 6px 10px; 
	text-decoration: none;
	color: #39399c;
	background: url(<?php echo $this->cf_primaryurl ?>/portal/images/blue-tri.gif) no-repeat left top;
}

email.tpl.php

Replaced lines 45-52 for new captcha include, should now be:

//Captcha form protection. You can turn this on and off via a setting in Admin->Settings->System Security. It's enabled by default 
//This text captcha should be sufficient for most automated spam. If someone has modified a robot to target your site specifically 
//then obfuscating the word via javascript or using an image may improve results ?>
<?php include $this->loadTemplate('captcha.tpl.php'); ?>

<div class="formbuttondiv">

forums.posts.tpl.php

Replaced lines 89-96 for new captcha include, should now be:

		//Captcha form protection. You can turn this on and off via a setting in Admin->Settings->System Security. It's enabled by default 
		//This text captcha should be sufficient for most automated spam. If someone has modified a robot to target your site specifically 
		//then obfuscating the word via javascript or using an image may improve results ?>
		<?php include $this->loadTemplate('captcha.tpl.php'); ?>

		<p>
			<input type="checkbox" name="fEmailUpdate" value="1" /> <?php echo lg_portal_emailupdate ?>
		</p>

forums.topics.tpl.php

Modified line 29, changed URL. Line should be:

		<?php if($topic['fSticky']): ?>
			<img src="<?php echo $this->cf_primaryurl ?>/images/sticky.gif" align="center" alt="<?php echo lg_portal_sticky ?>" height="16" width="16" />
		<?php endif; ?>

Modified line 54, changed URL. Line should be:

 	<?php if($this->get_start == 0 && $this->hd_forumFeedsEnabled): ?>
 	| <a href="index.php?pg=forums.feed&id=<?php echo $this->get_id ?>"><img src="<?php echo $this->cf_primaryurl ?>/portal/images/rss.gif" alt="" align="center" border="0" /></a>
 	<?php endif; ?>

Replaced lines 92-99 for new captcha include, should now be:

		//Captcha form protection. You can turn this on and off via a setting in Admin->Settings->System Security. It's enabled by default 
		//This text captcha should be sufficient for most automated spam. If someone has modified a robot to target your site specifically 
		//then obfuscating the word via javascript or using an image may improve results ?>
		<?php include $this->loadTemplate('captcha.tpl.php'); ?>

		<p>
			<input type="checkbox" name="fEmailUpdate" value="1" /> <?php echo lg_portal_emailupdate ?>
		</p>

js.tpl.php

Modified line 24, changed URL. Line should be:

// jscalendar/lang/calendar-en.js (used for date custom fields)
// jscalendar/calendar-setup.js (used for date custom fields)
document.write('<script type="text/javascript" src="<?php echo $this->cf_primaryurl ?>/js/c_portaljs_<?php echo $this->cf_version ?>.php"></script>');

request.tpl.php

Modified line 128, change P to a DIV tag. Line should be:

	<div id="<?php echo $fieldID ?>_wrapper" style="<?php echo $visible ?>"><label for="<?php echo $fieldID ?>" class="datalabel<?php echo $requiredClass ?>"><?php echo $field['fieldName'] ?>:</label><br />
		<?php echo $this->helper->showError($fieldID,'<br />') ?>

Modified line 157, change P to a DIV tag. Line should be:

		<?php endif; ?>
	</div>
<?php endforeach; ?>

Modified line 182, added label to simple portal textarea. Line should be:

<?php elseif($this->hd_portalFormFormat == 0): ?>

	<p><label for="simple" class="datalabel"><?php echo lg_portal_req_simple ?>:</label><br />
	<?php echo $this->helper->showError('simple','<br />') ?>
		<textarea name="simple" cols="50" rows="10" style="width:100%;"><?php echo $this->request_simple ?></textarea>
	</p>

Replaced lines 202-209 for new captcha include, should now be:

//Captcha form protection. You can turn this on and off via a setting in Admin->Settings->System Security. It's enabled by default 
//This text captcha should be sufficient for most automated spam. If someone has modified a robot to target your site specifically 
//then obfuscating the word via javascript or using an image may improve results ?>
<?php include $this->loadTemplate('captcha.tpl.php'); ?>

</div>

4.9. Version 2.4.7

20: Feature - Added setting to turn off spam filtering or to check for spam, but not to train
535: Feature - Attempt to determine proper customer information from an email forwarded into HelpSpot
537: Feature - Improved data compression and cleaning for installations with Tidy
523: Feature - Added URL parameter of ?clearcache which will force the cache system to clear
518: Feature - Added option to save attachments to the file system rather than in the database
520: Bug - Static file caching now stores both a text and gzip version of the files
525: Bug - Fixed API bug where attachments would not attach with private.request.update and private.request.create
533: Bug - When using IIS with SSL some browsers could not download file attachments in the portal
534: Bug - Added a check in the installer to determine if HelpSpot was unzipped properly
542: Bug - Fix email template issue with some templates being blank when upgrading from 1.5.5 to 2.4.x
546: Bug - Changed wording for default mailbox in send from drop down to be more clear
547: Bug - Date custom fields may be off by 1 day on older dates before 1990
552: Bug - Images in knowledge books didn't shown when the domain uses a port other than 80
555: Bug - Hidden email blocks do not work in the portal
497: Bug - Added save draft option for text mode
499: Bug - Added extra checks for empty emails after emails are cleaned. If empty an alternate escaped version is used if possible
502: Bug - Fixed type error in installer.php
504: Bug - Fixed link to documentation on black box setup
512: Bug - Fixed wrapping of customer/history search tabs on 800x600 resolution browsers
513: Bug - wysiwyg incorrectly created inner page anchor tags
514: Bug - Removed xMailboxToSendFrom from customer.getRequests API method
515: Bug - Spam requests are no longer counted in the workload report
516: Bug - Editing preferences causing default workspace to be reseet
554: Bug - Auto refresh causes browser title to be undefined after a refresh in a custom filter

4.10. Version 2.4.2

2.4.2: Features and Bugs

488: Feature - Added setting for default request history search type
490: Feature - Request history search request ID link is now a standard A tag so it can be opened in a new window/tab by right clicking
492: Bug - RE: is now shown in the email subject line below the note box and it's addition is logged
494: Bug - Custom field values were not being sent to the Live Lookup URL
495: Bug - Ajax custom field would not populate with data after an option was selected
496: Bug - Reminder confirmation window now fits text
473: Bug - Graph showed error in 80/20 report when no reporting tags were found
475: Bug - Escaped version of HTML email is used if purification strips all text.
476: Bug - Added ability to save draft in formatted text mode
477: Bug - Urgent requests did not have the red header as it should be
482: Bug - Javascript caching would not work on PHP 4
483: Bug - Assign the "send from" mailbox as requests enter the system to prevent continuous logging of notes about send from changing
485: Bug - Reminder dialog shows garbled text on PHP 4
486: Bug - Restore draft options doesn't show newest saved drafts until a page refresh. Options are now updated in real time.

2.4.0: Feature Highlights

221: Feature - Added a simple portal login that allows customers to see their request history in the request check area. The login only applies to request check, the rest of the portal remains completely open. Access keys are also still in use and remain a viable way to check on the history of a request.
201: Feature - Added grouping ability to filters
211: Feature - Automatic saving of note drafts on request page every 20 seconds. The user may also force a save
181: Feature - When the PHP PECL Mailparse extension is available HelpSpot will use it. This provides up to a 70% improvement in memory usage while importing emails
351: Feature - New round robin auto assignment option for even distribution of requests across staff
129: Feature - Added a Maintenance mode which takes HelpSpot offline. Mail importing will stop, no requests will be accepted via the portal or API
333: Feature - Added checks for stuck emails and when possible import around the stuck email as well as notify admins that an email is stuck.
140: Feature - Added loop protection for new emails. By default more than 10 emails from the same address within one hour will result in no more auto response emails being sent to the address in order to break the loop
177: Feature - Added the ability to set Inbox as the category default
418: Feature - Dramatic speed improvements for filters, especially on large databases (special thanks to Catalyst for their time and assistance on this)
183: Feature - WYSIWYG now supports Safari Browser

2.4.0: Other Features and Bug Fixes

284: Feature - Add ability to do secure SMTP connects for outbound email
289: Feature - Added IS/IS NOT filter criteria for predefined custom fields in filters
291: Feature - Added email forgot password option for staff
292: Feature - Added API method for returning requests by a customers portal login email/password
236: Feature - Improved customer history search. Added new search types
244: Feature - Added report for response usage
260: Feature - Added request open/closed placeholder
306: Feature - Allow per mailbox SMTP settings
272: Feature - Added private note and external note to change note types in responses
329: Feature - Added support for multiple Live Lookup endpoints. Allowing Live Lookup calls to multiple URL's
338: Feature - Hide private kb's and global responses when in limited access mode for guests
341: Feature - Added email header information when using the request history quote feature on an email
345: Feature - Added API method for searching time events
347: Feature - Added ability to remove a request from a batch while on the batch screen
348: Feature - Added ability to change status from the quick action menu (workspace)
350: Feature - List the TO in the public note request history
356: Feature - Added ability to set the note body on the request page by passing tBody in via the URL
363: Feature - Added closed after and closed before date options to filters
371: Feature - Modified private.request.create and private.request.update API methods to allow for using importing operations (allow setting of creation date)
429: Feature - Improved javascript and CSS compression and caching
446: Feature - Add more relative date options, past 7/14/30/90/365 days
80: Feature - Added KB helpful/not helpful API methods
111: Feature - Remember "send from" when changed while updating a request
116: Feature - Added option in Windows Installer to use an existing MySQL database if available
114: Feature - Edits to the public note subject line are now logged and saved
154: Feature - New "staff initiated" contacted via type
169: Feature - Added captcha to email post form
175: Feature - Added 60 and 90 day options to remove from trash setting
187: Feature - Added an initial request placeholder
206: Feature - Added keyboard shortcut for create request and ID search box
213: Feature - Added ability to set reporting tags from a response
214: Feature - Added ability to set the BCC from a response
229: Feature - Added ability to add a private note from mail and automation rules
231: Feature - Added more search criteria to the private.request.search API method: open/closed/custom fields/status/category
197: Feature - Added most used menu to response menu
301: Bug - Honor Reply To email/name if available
331: Bug - Show all categories in report drop downs
308: Bug - Request history text sometimes squished on history search
311: Bug - Fixed issue where HTML emails would sometimes be empty after cleaning
315: Bug - When doing an update and close if the email fails the staff are not notified.
322: Bug - private.request.create does not attach files on create
262: Bug -   shown on data searches in search tab
263: Bug - Default customfield date/times to today
264: Bug - Fix limited access mode for L2 so that only their categories can be seen in a filter
259: Bug - Using ##accesskey## in responses does not insert the access key
238: Bug - No longer build tNote index when using Postgres
298: Bug - Enforce limited access rules on request page
279: Bug - Set default date on calendars to date selected
283: Bug - Changing preferences resets customized columns
439: Bug - Can't export excel on any pages other than the first page of filter results
440: Bug - filters: last public update by doesn't work as expected
416: Bug - Don't allow public note cc/bcc to carry over into external notes
352: Bug - On the portal make sure kb/forum search is not shown if neither is public
354: Bug - Tidy on PHP5 broken on Jan 2008 Tidy build
349: Bug - KB pages with double quotes in title can't be inserted on request page (or forums)
342: Bug - Improve character set parsing of emails
339: Bug - Response breaks if custom field is to be set and has been deleted
334: Bug - remove initial request note from "subject line" options in email templates
335: Bug - Special characters break the outbound text version of HTML emails
337: Bug - Filter counts don't update on auto refresh
198: Bug - Append response menu goes past bottom of screen
222: Bug - Aspell doesn't work on Windows with wysiwyg when there's a space in the file path
223: Bug - Some characters display incorrectly in IE7 due to wrong encoding header
224: Bug - Improve Postgres memory use on large attachment inserts
225: Bug - Adding columns can sometimes add another empty column in safari
215: Bug - Quoting text only returns first line in some installations
203: Bug - Don't turn mailto: urls in emails into absolute url links
185: Bug - HTML entities show in Excel export
178: Bug - Formatted text headers in responses don't work after level 1 header in wysiwyg
179: Bug - Portal template editor broken on some IE7 builds
156: Bug - Fixed issue with drill down custom fields on IIS
161: Bug - Live Lookup overwrites fields that are not returned
165: Bug - Tidy on PHP4 returns 1 instead of note text
166: Bug - Added AT&T to SMS list
167: Bug - Confirm that new licenses cannot be uploaded if they have less users than are currently active in the installation
151: Bug - private.request.getCategories returns only categories marked as public
152: Bug - Strip form tags from any HTML emails
146: Bug - Trim excess characters in new predefined list items
115: Bug - Add option which allows you to turn on Gecko spellchecking for wysiwyg
141: Bug - Loop protection for within a request to prevent overload. Only unique emails will be imported, identical duplicates will be ignored
131: Bug - Long custom fields create horizontal scroll
132: Bug - Special characters in drill down
133: Bug - Add ability to select which website to install to on IIS7 when using Windows Installer
135: Bug - Installer dies when trying to reach a remote database it can't reach
118: Bug - White space not held in text signatures box
112: Bug - External notes should not be allowed to be sent without a TO
15: Bug - When system is set to send text, but receive is set to display HTML, notifications contain HTML
22: Bug - List of staff in reminders box shows random characters and/or wrong person included
78: Bug - Absolute URL's for KB images
105: Bug - Windows Desktop Installer should check if PHP is already installed and not continue if it is

4.11. Version 2.4.2 - Template Changes

These changes are only needed if you have customized your portal and specifically customized the files listed below. If not, you do not need to make any adjustments.

Your portal will not work correctly until these changes have been made.

Note: If you're upgrading from version 1.x you will also need to apply the template changes here.

These templates have changed in version 2.4:

css.tpl.php
email.tpl.php
index.tpl.php
js.tpl.php
navigation.tpl.php
request.check.tpl.php
request.tpl.php
searchbox.tpl.php

css.tpl.php

New lines starting at 502:

pre{
	font: 			100% courier,monospace;
	border: 		1px solid #ccc;
	overflow: 		auto;
	overflow-x: 		scroll;
	width: 			90%;
	padding: 		1em 1em 1em 1em;
	background: 		#fff7f0;
	color: 			#000
}

.initsubject{
	color: 			#7F7F7F;
}

.request_summary{
	display:		block;
	overflow:		hidden;
	height:			14px;
}

.feedback_box_error{
	border:			1px solid red;
	padding:		10px;
	color:			red;
	font-weight:		bold;
}

.feedback_box_positive{
	border:			1px solid green;
	padding:		10px;
	color:			green;
	font-weight:		bold;
}

.calendar_date_table{
	padding-left:		0px;
	margin-left:		0px;
	margin-top:		2px;
	margin-bottom:		0px;
	padding-bottom:		0px;
}

.calendar_date{
	text-align:		bottom;
	border:			1px solid #666666;
	background-color:	#fff;
	padding:		2px;
}

.calendar_date_holder{
	color:			#666666;
	cursor: 		pointer;
}

.sending_note{
	color:			red;
}

email.tpl.php

Modified line 20, change form URL. Line should be:

<form action="index.php?pg=email&id=<?php echo $this->get_id ?>" method="POST">

New lines starting at 41:

<p><label for="youremail" class="datalabel"><?php echo lg_portal_youremail ?></label><br>
	<input type="text" name="youremail" size="40" maxlength="250" value="<?php echo $this->helper->visitor['email'] ?>" />
</p>

<?php 
//Captcha form protection. You can turn this on and off via a setting in Admin->Settings->System Security. It's enabled by default 
//This text captcha should be sufficient for most automated spam. If someone has modified a robot to target your site specifically 
//then obfuscating the word via javascript or using an image may improve results ?>
<?php if($this->hd_useCaptcha == 1): ?>

	<p><label for="captcha" class="datalabel required"><?php echo lg_portal_captcha ?> - </label><b class="captcha_label"><?php echo $_SESSION['portal_captcha'] ?></b><br />
		<?php echo $this->helper->showError('captcha','<br />') ?>
		<input type="text" name="captcha" size="20" maxlength="250" value="" />
	</p>
	
<?php endif; ?>	

<div class="formbuttondiv">

index.tpl.php

New lines starting at 11:

	case "request.check":
		// If a visitor is logged in already send them to their history
		if($this->splugin('Request_Check','isLoggedIn') && empty($this->get_id)){
			$this->helper->redirect($this->cf_url.'/index.php?pg=request.history'); 
		}
		
		include $this->loadTemplate('request.check.tpl.php');
		break;

New lines starting at 18:

		break;	
	case "request.history":
		include $this->loadTemplate('request.history.tpl.php');
		break;			
	case "css":

New lines starting at 71:

		break;
	case "maintenance":
		include $this->loadTemplate('maintenance.tpl.php');
		break;		
	default:

js.tpl.php

Modified line 12, added text to header. Line should be:

header('Content-type: text/javascript; charset=utf-8');
header('Content-Disposition: inline; filename="js.js"');

New lines starting at 58 (bottom of file):

}
 
//Function that resets a portal login password
function ChangePortalLoginPassword(){

	//Find the new password they've set
	var password_new = $F('new_password');
	
	//Find the password confirmation they've set
	var password_confirm = $F('new_password_confirm');
	
	//Check if the password and the password confirm field match and that the password is not empty.
	if(password_new != password_confirm || password_new.empty()){
		//Popup an alert to notify the user that the passwords must match
		show_feedback("<?php echo lg_portal_req_passworderror ?>","error");
	}else{
		//Everything is OK so send the new password to the server
		new Ajax.Request("index.php?pg=password.change", {
			method: "post",
			parameters: {password: password_new},
			onSuccess: function(transport) {
				show_feedback("<?php echo lg_portal_req_passwordsaved ?>","success");
				
				//Hide the password box and clear the form fields
				$("change_password_box").hide();
				$("new_password").value = "";
				$("new_password_confirm").value = "";
			},
			onFailure: function(transport){
				show_feedback("<?php echo lg_portal_req_passwordposterror ?>","error");
			}			
		});
		
	}
}

//Function that sends the retrieve password email
function RetrievePortalLoginPassword(){
	//If there's no email in the box show feedback that an email needs to be entered
	if($F("login_email").empty()){
		show_feedback("<?php echo lg_portal_req_emailempty ?>","error");
		return;
	}else{
		//Change link text to loading
		$("retrievePortalPasswordLink").update('<span class="sending_note"><?php echo lg_portal_req_sending ?></span>');
		
		//An email is available so send the password email
		new Ajax.Request("index.php?pg=password.retrieve", {
			method: "post",
			parameters: {login_email: $F("login_email")},
			onSuccess: function(transport) {
				show_feedback("<?php echo lg_portal_req_passwordsent ?>","success");
			},
			onFailure: function(transport){
				show_feedback("<?php echo lg_portal_req_emailerror ?>","error");
			},
			onComplete: function(){
				//Remove sending text
				$("retrievePortalPasswordLink").update();			
			}
		});
	}
}

//Function to create a feedback box at the top of the right column. 
function show_feedback(message,type){
	//Style the feedback box as appropriate for each type of feedback
	if(type == "error"){
		$("feedback_box").addClassName("feedback_box_error");
	}else{ //By default shows positive feedback
		$("feedback_box").addClassName("feedback_box_positive");
	}
	
	//Show the box
	$("feedback_box").show();
	
	//Insert message into the feedback box
	$("feedback_box").update(message);
}

navigation.tpl.php

New lines starting at 46 (bottom of file):

<div id="content2col">

<!-- Feedback box. Hidden by default and called from Javascript functions to provide user feedback -->
<div id="feedback_box" style="display:none;"></div>

request.check.tpl.php

New lines starting at 11:

	<h1><?php echo lg_portal_accessidheader ?> : <?php echo $this->get_id ?></h1>	
	<?php include $this->loadTemplate('loginbar.tpl.php'); ?>
	<br />

Modified lines starting at 26. Replace the entire block below with the one after:

Old Code:

		<?php 
		/* Because the updates are only protected by the access key this code hides the 
			request information after the request has been closed for X days. This keeps
			people from submitting information about a new request into an old one and also 
			prevents search engines from getting this private information if the URL is accidentally 
			published. You may change the time after the request is closed through the last variable below.
			Other valid examples are: '2 week', '1 month', '15 day'. Empty will turn off access as soon as the request is closed ''
			
			Leaving some time is also good because if the customers issue wasn't in fact solved then it gives them time to 
			provide more information. In that case HelpSpot will reopen the request back to the original person assigned 
			rather than the customer submitting a new request about an existing issue and the back and forth that results
			from that scenario.



		*/ ?>
		<?php if($this->splugin('Request_Check','isClosed',$this->get_id,'2 Day')): ?>

New Code:

		<?php 
		/* This code hides the 
			request information after the request has been closed for X days. This keeps
			people from submitting information about a new request into an old one and also 
			prevents search engines from getting this private information if the URL is accidentally 
			published. You may change the time after the request is closed through the last variable below.
			Other valid examples are: '2 week', '1 month', '15 day'. Empty will turn off access as soon as the request is closed ''
			
			Leaving some time is also good because if the customers issue wasn't in fact solved then it gives them time to 
			provide more information. In that case HelpSpot will reopen the request back to the original person assigned 
			rather than the customer submitting a new request about an existing issue and the back and forth that results
			from that scenario.
			
			Note that as of version 2.4 this line also checks to see if the customer is logged in. If they are they are allowed 
			to view the request even if the time specified below has passed.
		*/ ?>
		<?php if($this->splugin('Request_Check','isClosed',$this->get_id,'2 Day') && !$this->splugin('Request_Check','isLoggedIn')): ?>

Modified line 43. Replace the entire line with the one after:

Old Code:

			<p><a href="index.php?pg=request"><?php echo lg_portal_closedsubmitnew ?></a></p>

New Code:

			<p>
				<a href="index.php?pg=request.check"><?php echo lg_portal_closedlogin ?></a>
				<?php echo lg_portal_closedor ?>
				<a href="index.php?pg=request"><?php echo lg_portal_closedsubmitnew ?></a>
			</p>

New lines starting at 119:

<?php endforeach; ?>
			
			<?php //Don't show update box for requests closed longer than 2 days ?>
			<?php if(!$this->splugin('Request_Check','isClosed',$this->get_id,'2 Day')): ?>
			
				<p><label for="update" class="datalabel"><?php echo lg_portal_req_update ?>:</label><br />

New lines starting around 134:

				<div class="formbuttondiv">
					<input type="submit" name="submit" value="<?php echo lg_portal_req_updaterequest ?>" />
				</div>
			
			<?php endif; ?>
	
		<?php endif; ?>
	<?php else: ?>

Modified line 149. Replace the entire block below with the one after:

Old Code:

<?php else: ?>

	<form action="index.php?pg=request.check" method="get">
		<input type="hidden" name="pg" value="request.check" />
		<p><?php echo $this->helper->showError('id','<br />') ?>
			<b><?php echo lg_portal_req_enterkey ?>:</b>
			<input type="text" name="id" value="" size="20" maxlength="100" />
			<input type="submit" name="submit" value="<?php echo lg_portal_check ?>" />
		</p>
	</form>
	
<?php endif; ?>

<?php include $this->loadTemplate('footer.tpl.php'); ?>

New Code:

<?php else: ?>

	<form action="index.php?pg=request.check" method="get">
		<input type="hidden" name="pg" value="request.check" />
		<p><?php echo $this->helper->showError('id','<br />') ?>
			<b><?php echo lg_portal_req_enterkey ?>:</b><br /><br />
			<input type="text" name="id" value="" size="20" maxlength="100" tabindex="100" />
			<input type="submit" name="submit" value="<?php echo lg_portal_check ?>" tabindex="101" />
		</p>
	</form>
	
	<hr width="80%" />
	
	<form action="index.php?pg=login" method="post">
		<p><b><?php echo lg_portal_req_login ?>:</b></p>
		
		<p><label for="login_email" class="datalabel"><?php echo ($this->hd_requestCheckAuthType == "internal" ? lg_portal_req_loginemail : lg_portal_req_loginusername) ?>:</label><br />
			<?php echo $this->helper->showError('login_email','<br />') ?>
			<input type="text" name="login_email" id="login_email" size="40" maxlength="100" tabindex="102" value="<?php echo $this->get_login_email ?>" autocomplete="off" /><br />
			<?php if($this->hd_requestCheckAuthType == "internal"): ?>
			<?php //only show this password retrieval link if we're using internal authentication on the portal ?>
				<span id="retrievePortalPasswordLink">(<a href="#" onclick="RetrievePortalLoginPassword();return false;"><?php echo lg_portal_req_emailpassword ?></a>)</span>
			<?php endif; ?>
		</p>		

		<p><label for="login_password" class="datalabel"><?php echo lg_portal_req_loginpassword ?>:</label><br />
			<input type="password" name="login_password" id="login_password" size="40" maxlength="100" tabindex="103" value="" autocomplete="off" />
		</p>
		
		<p>
			<input type="submit" name="submit" value="<?php echo lg_portal_req_loginbutton ?>" tabindex="104" />
		</p>
	</form>
	
<?php endif; ?>
	
<?php include $this->loadTemplate('footer.tpl.php'); ?>

request.tpl.php

Modified line 206, change input size. Line should be:

	<p><label for="captcha" class="datalabel required"><?php echo lg_portal_captcha ?> - </label><b class="captcha_label"><?php echo $_SESSION['portal_captcha'] ?></b><br />
		<?php echo $this->helper->showError('captcha','<br />') ?>
		<input type="text" name="captcha" size="15" maxlength="250" value="" />
	</p>

searchbox.tpl.php

Modified entire file. Replace all lines in searchbox.tpl.php with:

<?php if($this->splugin('Forums_Forums','count') || $this->splugin('KB_Books','count')): ?>
	<form action="index.php" method="get">
	<input type="hidden" name="pg" value="search">
	<div class="">
		<p align="center">
			<input type="text" name="q" size="40" style="width:60%;" value="<?php echo $this->get_q ?>"> 
			<select name="area" id="area" style="width: 25%;">				
				<?php if($this->splugin('KB_Books','count')): ?>
					<option value="kb" <?php if($this->get_area == 'kb') echo 'selected' ?>><?php echo lg_portal_searchkb ?></option>
				<?php endif; ?>
				<?php if($this->splugin('Forums_Forums','count')): ?>
					<option value="forum" <?php if($this->get_area == 'forum') echo 'selected' ?>><?php echo lg_portal_searchforum ?></option>
				<?php endif; ?>
			</select>	
			<input type="submit" name="submit" value="<?php echo lg_portal_search ?>">
		</p>
	</div>
	</form>
<?php endif; ?>

4.12. Version 2.1.1

19: Feature - System preference to show linked images in HTML emails
64: Feature - Set new installations to have IP/Time portal validation off by default
98: Feature - Improved speed of filters which use date/time ranges
99: Bug - Display count in filters could not be removed
69: Bug - Special characters in Live Lookup or request history searches break search results
74: Bug - Request ticker doesn't properly show HTML emails
79: Bug - Attachments hard to click when horiz scroll in place on request history
82: Bug - Add close option to request history box
91: Bug - Attachments with no file extensions are not downloadable
6: Bug - Image tags not removed from modal box display of initial requests
8: Bug - Wrong URL for request check when using notify feature
9: Bug - No text version sent with HTML emails of staff notifications
10: Bug - Spellchecker not enabled in Forums
11: Bug - HTML rendering bug for emails from Outlook using Word for editor
16: Bug - Merging request with itself doesn't provide proper error
21: Bug - White space trimmed from signature when in text email mode
22: Bug - List of staff in reminders box shows random characters and/or wrong person included
27: Bug - Upgrade link in admin should point to installation upgrade page not zip and tar files
28: Bug - Force reminders to be sent via email even if notification is off
40: Bug - Force MySQL to not use strict mode
42: Bug - Request ID placeholder not replaced correctly in update notes
43: Bug - Wysiwyg spellchecking doesn't work on Windows
51: Bug - Improperly formated email FROM not parsed correctly
54: Bug - Badly formatted HTML emails cause email system to get stuck
55: Bug - Allowing Gecko spellcheck option in wysiwyg breaks spellchecker on some Windows servers. Gecko spellcheck option turned off
57: Bug - Admin page doesn't load if bad query returned for stats
58: Bug - Set spellchecker to use upload_tmp_dir instead of system temp dir when possible
63: Bug - Trash deleted even when set to never delete

4.13. Version 2.1.0

Primary Changes

Significant speed improvements in the Workspace for all filters
Batch reply to multiple requests at once
Automation rules can mark items as not urgent
Email subject lines are now templated and can contiain placeholders
Test mailbox connection button on mailbox page to allow for easy testing
6 new reports
Portal template editing from within HelpSpot in Admin->Tools
Hide number of requests history notes to user configurable amount
Request merging
User preference for returning to request page or workspace after closing request
Ability to email results of an automation rule
Automation option to email an arbitrary email address
Automation option to send SMS
Improved reminders interface
Added view source option to emails in request history
If zlib is available Javascript will be compressed for increased speed
Moderators may now post to closed forums, effectively allowing moderator posting only on selected forums.
6 New custom fields: Ajax select, decimal, drill down, regex match, date, and date time
Expanded placeholders throughout system
Fast navigation menu for request page
Custom where clause filter
Added latest note column
Limit number of emails imported per tasks.php run
Email request ID prefix to allow inter-HelpSpot installation communication via email
Live Lookup auto run option
Live Lookup now sends and sets custom fields
Automation rules now log notes correctly
Status id's over 10 save in filters
Last update filter times now filter correctly
Subject line width fixed
Portal file downloads on Windows/SQL Server fixed
Removed unneeded settings for load limit and RSS short description

4.14. Version 2 - Template Changes

These changes are only needed if you have customized your portal and specifically customized the files listed below. If not, you do not need to make any adjustments.

Note: Your portal will not work correctly until these changes have been made.

These templates have changed in version 2:

css.tpl.php
forums.posts.tpl.php
forums.topics.tpl.php
header.tpl.php
index.tpl.php
request.tpl.php
request.check.tpl.php

css.tpl.php

New line starting at 15:


header('Content-type: text/css');
header('Content-Disposition: inline; filename="style.css"');
?>
/* Import styles for calendar used in date/datetime custom fields */
@import "js/jscalendar/skins/aqua/theme.css";


body
{

New line starting at 438:


}

.captcha_label{
	color:				#000;
	font-size:			14px;
	border: 			1px solid red;
	padding:			3px 10px 3px 10px;	
}


.forumoption{

Remove line 41 in h2 class:

margin-bottom: -10px;

Remove line 60 in h4 class:

margin-bottom: -10px;

Remove line 138 in #content2col class delete the /20px:

font: 12px/20px Arial, Helvetica, sans-serif;

forums.posts.tpl.php

New line starting at 85:

<p><label for="sURL" class="datalabel"><?php echo lg_portal_posterurl ?>:</label><br />
	<input type="text" name="sURL" size="40" maxlength="250" value="<?php echo $this->helper->visitor['url'] ?>" />
</p>

<?php 
//Captcha form protection. You can turn this on and off via a setting in Admin->Settings->System Security. It's enabled by default 
//This text captcha should be sufficient for most automated spam. If someone has modified a robot to target your site specifically 
//then obfuscating the word via javascript or using an image may improve results ?>
<?php if($this->hd_useCaptcha == 1): ?>

	<p><label for="captcha" class="datalabel required"><?php echo lg_portal_captcha ?> - </label><b class="captcha_label"><?php echo $_SESSION['portal_captcha'] ?></b><br />
		<?php echo $this->helper->showError('captcha','<br />') ?>
		<input type="text" name="captcha" size="20" maxlength="250" value="" />
	</p>
	
<?php endif; ?>

forums.topics.tpl.php

New line starting at 15:

<p><label for="sURL" class="datalabel"><?php echo lg_portal_posterurl ?>:</label><br />
	<input type="text" name="sURL" size="40" maxlength="250" value="<?php echo $this->helper->visitor['url'] ?>" />
</p>

<?php 
//Captcha form protection. You can turn this on and off via a setting in Admin->Settings->System Security. It's enabled by default 
//This text captcha should be sufficient for most automated spam. If someone has modified a robot to target your site specifically 
//then obfuscating the word via javascript or using an image may improve results ?>
<?php if($this->hd_useCaptcha == 1): ?>

	<p><label for="captcha" class="datalabel required"><?php echo lg_portal_captcha ?> - </label><b class="captcha_label"><?php echo $_SESSION['portal_captcha'] ?></b><br />
		<?php echo $this->helper->showError('captcha','<br />') ?>
		<input type="text" name="captcha" size="20" maxlength="250" value="" />
	</p>
	
<?php endif; ?>

header.tpl.php

New lines starting at 19:



<link rel="stylesheet" type="text/css"  href="<?php echo $this->cf_url ?>/index.php?pg=kb.wysiwyg" media="screen, projection" />

<!--javascript-->
<script type="text/javascript" src="<?php echo $this->cf_url ?>/index.php?pg=js"></script>

</head>

Modified line starting at 19 (line 23 after above edit), replace <body> with:

<body onload="<?php echo $this->pg_onload ?>">

index.tpl.php

New lines starting at 16:


	case "css":
		include $this->loadTemplate('css.tpl.php');
		break;	
	case "js":
		include $this->loadTemplate('js.tpl.php');
		break;				
	case "kb":
		include $this->loadTemplate('kb.tpl.php');
		break;

request.tpl.php

New lines starting at 22:


$this->assign('pg_title',lg_portal_request);

//Set onload
$this->assign('pg_onload', "ShowCategoryCustomFields();");

include $this->loadTemplate('header.tpl.php');

Modify line 106 (109 after above change), replace <select name="xCategory"> with:

<select name="xCategory" id="xCategory" onchange="ShowCategoryCustomFields();">

New lines starting at 123 (126 after above changes):

<?php $fieldID 		 = 'Custom'.$field['fieldID']; //Set the field ID for use below ?>
<?php $visible = $field['isAlwaysVisible'] ? '' : 'display:none;'; //Set if the custom field is visible by default ?>

Modify line at 124 (128 after above changes), replace <p> with the code below. Be sure to leave the rest of the line the same from the <label> tag on.

<p id="<?php echo $fieldID ?>_wrapper" style="<?php echo $visible ?>"><label for="<?php echo $fieldID ?>" class="datalabel<?php echo $requiredClass ?>"><?php echo $field['fieldName'] ?>:</label><br />

New lines starting at 142 (146 after above changes):


		<?php elseif($field['fieldType'] == 'numtext'): ?>
			<input name="<?php echo $fieldID ?>" type="text" size="10" maxlength="10" value="<?php echo $this->$fieldID ?>">
		<?php elseif($field['fieldType'] == 'drilldown'): ?>	
			<?php echo $this->helper->getDrillDownField($field,' '); ?>
		<?php elseif($field['fieldType'] == 'decimal'): ?>	
			<input name="<?php echo $fieldID ?>" type="text" size="10" maxlength="10" value="<?php echo $this->$fieldID ?>">
		<?php elseif($field['fieldType'] == 'regex'): ?>
			<?php echo $this->helper->getRegexField($field); ?>
		<?php elseif($field['fieldType'] == 'date'): ?>	
			<?php echo $this->helper->getDateField($field); ?>
		<?php elseif($field['fieldType'] == 'datetime'): ?>	
			<?php echo $this->helper->getDateTimeField($field); ?>
		<?php endif; ?>

New lines starting at 198:

<?php endif; ?>

<?php 
//Captcha form protection. You can turn this on and off via a setting in Admin->Settings->System Security. It's enabled by default 
//This text captcha should be sufficient for most automated spam. If someone has modified a robot to target your site specifically 
//then obfuscating the word via javascript or using an image may improve results ?>
<?php if($this->hd_useCaptcha == 1): ?>

	<p><label for="captcha" class="datalabel required"><?php echo lg_portal_captcha ?> - </label><b class="captcha_label"><?php echo $_SESSION['portal_captcha'] ?></b><br />
		<?php echo $this->helper->showError('captcha','<br />') ?>
		<input type="text" name="captcha" size="20" maxlength="250" value="" />
	</p>
	
<?php endif; ?>


</div>

<div class="formbuttondiv">

request.check.tpl.php

Modified lines starting at 72. Replace the entire block below with the one after:


	<?php //Output public custom fields. ?>
	<?php foreach($this->splugin('CustomFields','getPublicCustomFields') AS $field): ?>
		
		<?php $fieldID = 'Custom'.$field['fieldID']; //Set the field ID for use below ?>
		
		<b><?php echo $field['fieldName'] ?>:</b> 
			
			<?php if($field['fieldType'] == 'checkbox'): ?>
				<?php echo ($request[$fieldID] == 1 ? lg_portal_checkboxchecked : lg_portal_checkboxempty) ?><br />
			<?php else: ?>
				<?php echo (empty($request[$fieldID]) ? ' - ' : $request[$fieldID]) ?><br />
			<?php endif; ?>
			
	<?php endforeach; ?>			

	<br />

New code:

	<?php //Output public custom fields. ?>
	<?php foreach($this->splugin('CustomFields','getPublicCustomFields') AS $field): ?>
		
		<?php $fieldID = 'Custom'.$field['fieldID']; //Set the field ID for use below ?>
		<?php $visible = $field['isAlwaysVisible'] ? '' : 'display:none;'; //Set if the custom field is visible by default ?>
		
		<div id="<?php echo $fieldID ?>_wrapper" style="<?php echo $visible ?>">
		<b><?php echo $field['fieldName'] ?>:</b> 
			
			<?php if($field['fieldType'] == 'checkbox'): ?>
				<?php echo ($request[$fieldID] == 1 ? lg_portal_checkboxchecked : lg_portal_checkboxempty) ?>
			<?php elseif($field['fieldType'] == 'drilldown'): ?>
				<?php echo $this->helper->showDrillDownField($request[$fieldID]); ?>
			<?php elseif($field['fieldType'] == 'date'): ?>	
				<?php echo $this->helper->shortDateFormat($request[$fieldID]) ?>
			<?php elseif($field['fieldType'] == 'datetime'): ?>
				<?php echo $this->helper->longDateFormat($request[$fieldID]) ?>
			<?php else: ?>
				<?php echo (empty($request[$fieldID]) ? ' - ' : $request[$fieldID]) ?>
			<?php endif; ?>
		</div>
		
	<?php endforeach; ?>			
	<!-- You must uncomment this line if you want to show custom fields -->
	<script type="text/javascript" language="JavaScript">ShowCategoryCustomFields(<?php echo $request['xCategory'] ?>);</script>
	<br />

5.1. Version 1.5.5

New Features

Option in each request history log item to show it as text holding the line break formatting
Added fax as an option for contacted via
Queues in mobile interface now show first line of request
Added request ID filter condition
Personal photo's now limited to 50K to prevent users from uploading large files
Added relative to last update filter condition
Tasks.php now tries to prevent auto-replies to undeliverable messages

Bug Fixes

Fixed bug with closed requests not being correctly reopened and instead opening a new request
Fixed bug in Live Lookup which prevented multiple results from being displayed
Fixed session logout bug with some versions of MySQL
Removed trashed items from being counted in request drop down list
Removed trashed items from being counted in reports
Don't allow reactivation of staff when no license slots are available
Fixed path to upgrade links
When entering print view in a queue sort order is preserved
Fixed broken images
Fixed Safari bug with drag/drop
Spam count in forums now shows correct amount
Javascript bug in spam delete when submitting
Fixed PHP4 bug with deleting portal spam
Fixed calendar time issue when creating reminders in the PM
No longer need to display "last update" columns to sort by them
Javascript bug in IE when doing history search
Improved error message on index.php before installation
Deleting a staffer with active requests and will now ignore any auto-assignments on categories they are in
Time tracker box now observes preference setting when creating a new request

5.2. Version 1.5.1

Bug Fixes

Fixed major bug where some Windows installations would not be able to access admin.php
Fixed Live Lookup toggle error.
Fixed category list in filters when in limited access mode.

5.3. Version 1.5.0

New Features

Filters are totally redesigned with dozens of new options and combinations. In addition, the new interface makes it much easier to see what conditions are defined. Viewable columns are now sortable, OR filtering, and much more.
3 tier SPAM filtration added to portal forms.
Significant speed enhancements to batch operations in the queue's.
My Queue now shows if a request has been replied to. This column can also be added to filters.
Prepared responses are now group-able.
Request notes can now be sent to external emails. For instance to ask for input from a vendor.
The portal now accepts file uploads in the request submission form as well as displays them on the request check page.
Requests can now be moved to the "trash". Trashed requests will be automatically deleted after 30 days (or less if configured to do so by the administrator)
Age limits for re-opening requests. Emails for a request older than this limit will be turned into new requests.
The request note text area now auto resizes as you type.
Forum posts can now be spellchecked and can insert prepared responses and knowledge book links.
Improved calendar selector for dates.
After closing a request the user is now returned to the last queue they were in rather than to the closed request.
Added 'Mark as spam' as option for mail rules.
Improved caching mechanism for Internet Explorer speeds up page loading and fixes issues with old cache pages being shown when they shouldn't be.
Live Lookup can now be called via HTTP POST.
Added several new conditions to Automation.
The Time Tracker is now available on new requests before submitting the request.
Audio files are now embedded into the request history allowing one click playing.
Support for MySQL 5
Support for Microsoft SQL Server 2005
Support for the PHP MySQLi interface.
Support for IE7
RSS feeds now use HTTP basic authentication for more secure access.
Reordering of workspace columns, filter columns, and custom field lists now draggable for easy reordering.
Filters now paginate when they hit the single page limit.
Ability to run individual instances of tasks.php and tasks2.php for each mailbox/automation rule.
Tasks.php debugging now shows more detail and speeds.
The CC field can now be set from a prepared response.
Time reports can now be filtered by all other request criteria like categories and status.
Optimized email SPAM filter resulting in dramatically faster checking and learning.
Status, category, and custom fields can now be set by passing values into the request page via GET.

Bug Fixes

Fixed international character issues in time tracker and Live Refresh.
Fixed time comparison conditions in Automation.
Filtering on contacted via now works correctly.
Assigned to Inbox is now remembered correctly in filters.
Fixed error created in error log when using Live Refresh and the queue being called had 0 requests in it.
Email notifications no longer sent when an email is detected to be SPAM.
Fixed image rendering bug in knowledge book WYSIWYG editor.
Fixed cookies so 2 different installations can safely share the same domain in different folders.
Fixed bug on MS SQL Server where custom fields using predefined lists would leave a change note when they shouldn't.
CSS change so that request notes which have strings more than 400px wide no longer pull interface to the right.
User passwords now hidden from administrators.
Limited access mode no longer shows unassigned categories in queue batch operation list.
Printer friendly portal pages now correctly format HTML.
Fixed Live Lookup link when customer ID was not numeric.
Fixed bug in admin settings when trying to use Black Box auth before setting usernames.
Added check for a new customer trying to upload a license with less named users than exist in their trial installation.

5.4. Version 1.5.0 - Template Changes

This page describes the changes to each HelpSpot portal template. If you have an HTML editor available like Dreamweaver or BBEdit it is probably more effecient to simple use the diff tools to compare your edited documents (/custom_templates) with the new templates (/helpspot/templates/). If those tools are not available, the listings below will allow you to manually change the templates.

These changes are only needed if you have customized your portal and specifically customized the files listed below. If not, you do not need to make any adjustments.

Note: Your portal will not work correctly until these changes have been made.

These templates have changed in version 1.5.0:

css.tpl.php
forums.posts.tpl.php
forums.topics.tpl.php
index.tpl.php
request.check.tpl.php
request.tpl.php

css.tpl.php

New line starting after 484:

pre{
	font: 			100% courier,monospace;
	border: 		1px solid #ccc;
	overflow: 		auto;
	overflow-x: 		scroll;
	width: 			90%;
	padding: 		1em 1em 1em 1em;
	background: 		#fff7f0;
	color: 			#000
}

forums.posts.tpl.php

New lines starting after line 92, just before the close form tag </form>

	
<!-- START: SPAM Protection DO NOT REMOVE -->
<?php echo $this->helper->getSPAMCheckFields() ?>
<!-- END: SPAM Protection DO NOT REMOVE -->

forums.topics.tpl.php

New lines starting after line 95, just before the close form tag </form>

	
<!-- START: SPAM Protection DO NOT REMOVE -->
<?php echo $this->helper->getSPAMCheckFields() ?>
<!-- END: SPAM Protection DO NOT REMOVE -->

index.tpl.php

New lines after line 56

case "moderated":
	include $this->loadTemplate('moderated.tpl.php');
	break;

request.check.tpl.php

Edit line 20. It should now be:

<form action="index.php?pg=request.check" method="post" enctype="multipart/form-data">

New lines after line 115

<?php //File uploads. You can turn this on and off via a setting in Admin->Settings->Portal. It's disabled by default ?>
<?php if($this->hd_allowFileAttachments == 1): ?>

	<p><label for="doc[]" class="datalabel"><?php echo lg_portal_req_file_upload ?>:</label><br />
		<?php //TIP: You can have multiple file uploads by adding more lines identical to the one below. ?>
		<input type="file" name="doc[]" size="40">
	</p>

<?php endif; ?>

request.tpl.php

Edit line 33. It should now be:

<form action="index.php?pg=request" method="post" enctype="multipart/form-data">

Replace line 146 with:

<?php //portalFormFormat 1 is the complex 3 question display. 2 is the simple single textarea. 
	  //1 is the default. If you'd like to just use the simple textarea you can switch the setting in Admin->Settings->Portal

if($this->hd_portalFormFormat == 1): ?>

New lines after original line 169 (after above modification it's around 172)

<?php //File uploads. You can turn this on and off via a setting in Admin->Settings->Portal. It's disabled by default ?>
<?php if($this->hd_allowFileAttachments == 1): ?>

	<p><label for="doc[]" class="datalabel"><?php echo lg_portal_req_file_upload ?>:</label><br />
		<?php //TIP: You can have multiple file uploads by adding more lines identical to the one below. ?>
		<input type="file" name="doc[]" size="40">
	</p>
	
<?php endif; ?>

New lines after line 175 (after above modification it's around 188), just before the close form tag </form>

<!-- START: SPAM Protection DO NOT REMOVE --> <?php echo $this->helper->getSPAMCheckFields() ?> <!-- END: SPAM Protection DO NOT REMOVE -->

5.5. Version 1.3.1

New Features

Binary searching enabled in SQL Server and MySQL for phrase searching
Live Lookup now AJAX enhanced, embedded in the page
Request page history search now AJAX enhanced, embedded in the page
Customer information can now be inserted from a request page history search
You can now add the 'Take It' button to filters. Note that it does not prevent others from taking the request as the Inbox does.
Make public button returned to request history and now logs when the public/unpublic state is changed and who did so
Mail rules can now assign to the inbox
Using SMTP authentication is now optional when using an SMTP server for email
Note attachments now visible in the portal
Last update/customer update/public update/time/public count fields now sortable
Each knowledge book now has a printer friendly version of the entire book
Live Refresh feature can optionally refresh your queue/filter without reloading the page or losing your checked requests
Email accounts now have loop protection so that HelpSpot and an email autoresponder don't send emails to each other indefinitely creating numerous new requests.
Subject lines of outbound emails now contain only the request ID and not the full access key

Bug Fixes

Live Lookup now works correctly from the command line
Tasks.php memory performance improved
Existing responses can now be selected properly when using SQL Server
Spellchecker now works when PHP short tags disabled
Knowledge book searches no longer show HTML in the portal
Postgres didn't correctly add time tracking in filter column
Don't show make public/private in closed requests
Apostrophe in Live Lookup request no longer breaks 'insert' button
Extra brackets/quotes removed from CC box on public notes
Request history quoting now works with accented characters
Emails from the same account but different capitalization now correctly displayed as public
Request page javascript checks now work correctly in IE
Tasks.php now runs correctly from the command line with IP security enabled
Mbstring functions now used if available before Iconv
Placeholders used in request notes now replaced before storing in database so that they do not change when a request is reassigned
Fix WYSIWYG error when using zlib compression
Internal change to allow easier use of CGI wrappers

5.6. Version 1.2.0

Major New Features

Automation rules for escalation, reassignment and more
Mail rules for routing email and instant responses
Automatic assignment now controlled on the category level
Time tracking
Export filters to Excel
Predefined responses can now set several request fields as once
Quote request history notes
Configurable session timeouts

Other New Features

New filter columns last update, last customer update, public note count
Excess whitespace now removed from Microsoft Outlook emails
Improved email parser and handling of nested multipart mime messages
Show sent subject in request history
Out of office can now be reassigned to Inbox
Out of office shown on request page assignment drop down
Forums now show if a poster is subscribed via email
Personal preference added for defaulting notes to public
Personal preference added for embedding images
Personal preference added for knowledge book wysiwyg
All emails in the "To" header of an email are now shown
New filter option for open less than X hours
Forum RSS feeds now have pubdate item
Embedded images now show file names
Open a knowledge book page from the request page
Filter option to make RSS feeds customer friendly (no private notes)
Added week interval to reports
Added quick time selection to reports
New parser tag to allow staff assignment
Added the ability to batch assign to Inbox
Ability to limit the calling of tasks.php and tasks2.php to certain IP's

Bug Fixes

Improved email validation
Knowledge book pages in related pages popup now numbered correctly
Tab order on request page fixed
Date in before/after filter field can now be changed
Emails with only attachments now show in history correctly
Public requests that didn't send an email no longer store an email subject
Request ID search box fixed in FireFox 1.5+
Keyboard shortcuts no longer interfere with request ID search
Email found to be SPAM by email parser now has assigned user reset

5.7. Version 1.1.3

Bug Fixes

Critial: Email with very long "from" addresses (usually SPAM) can break the email parser and cause excess rows to be inserted in the request history database table. While a rare occurrence updating is strongly recommended.
SPAM filter efficiency bugs fixed.
Databases now protected from overly long strings in customer information

5.8. Version 1.1.2

New Features

Added debugging mode to tasks.php (enable in Admin->Settings)
Mobile version now has titles on each page
Mobile version now does not embed images in requests
Added ability to cancel file uploads
Added ability to pass initial customer data into create request screen via GET
When CCing others on a note the CC's are stored and displayed in the request history

Bug Fixes

Fixed problem with request page when IMAP extension not installed
Fixed blank page error on closed requests when running PHP 5.1.2 on Windows with IIS
HelpSpot now recognizes pjpeg
Attached images now save with correct file names to desktop
Append response now uses new menu in place of select list which caused the window to strech
Back arrow now does not return to queue when on request page and using keyboard shortcuts
Required numeric fields now accept 0
Green tab was stretched too far when uploading files
Fixed error with newest posts RSS feed
Fixed checkbox image when showing a custom field checkbox in a filter
Request ticker no longer shows both open and closed requests. Now only open.

5.9. Version 1.10

New Features

Integrated spellchecking
Dedicated mobile access version (requires HTML capable mobile browser)
Keyboard shortcuts in workspace
Ability to set default workspace
Auto shrink attach images for display in request history
New admin page layout
Enhanced Live Lookup layout
Urgent emails now marked as urgent when imported
Other people CC'd on emails are now visible
External emails may be CC'd on a request
Ability to make an assigned request back to unread
Improved request creation layout
Insert a link to a knowledge book page in a request
View latest forum posts in addition to topics
Limited access mode for Guest and Level 2 staffers. Allows use of those types for customer access by hiding other customers information.
Added portal template options to show custom fields on request check page.

Bug Fixes

Fixed character set issues in email names
Fixed character set issues with display of special characters, default character set now ISO-8859-1
SQL Server now defaults to AND searching
Spam requests marked as closed from request screen no longer train twice
In portal replaced incorrect maxsize HTML elements
Fixed reporting bug in reporting tags drill down
Upgraded WYSIWYG editor to eliminate IE bugs

5.10. Version 1.03

New Features

Add link to release notes on the admin homepage
Check for new HelpSpot version every 5 days upon administrator login
Provide option to strip HTML from requests or just escape HTML, allow exceptions to stripping
Underline "time since" in request history to make date more obvious to rollover
Added more tags to email parser including category and custom fields
Show category ID's and custom field ID's in their respective admin pages
Allow creation of multiple portal request submit forms and correctly handle redirects
Allow override and submission of 'simple' request submission textarea even when details form is in use in settings
Add assigned staff member placeholders for use in predefined requests

Bug Fixes

Fixed "misbehaving headers" error when running on Windows as a CGI
Increased DB error checking in installer.php
Incorrect PHP version checking in installer.php
Email subjects initiated from the create request screen were not maintained in future correspondence
When emails are received with attachments, but no text body the attachments were not shown
Changed wording in installer to 'installation time zone'
Lowered tasks.php timeout to prevent scripts from hanging
Removed unneeded javascript from installer.php
Corrected portal navigation highlighting when using custom templates
HTML not stripped from update emails correctly
Javascript popup alert when sending email fails on create a request page, now works correctly
When customizing columns the date closed would incorrectly show 12/31/1969
CC to other staff with no note caused blank page to appear
Custom fields admin page redesigned slightly to make examples more clear