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1.17. HelpSpot 5.6.14

Updated: 15 Apr 2026, 11:33 AM EDT

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.