IMPORTANT: Due to the significant changes in SmarterTrack, you cannot downgrade or restore your installation to previous versions.
Added: "Download All" for attachments in a ticket message that contains attachments.
Added: A new brand setting to specify the minimum role type necessary to access KB articles from the portal.
Added: Ability for Admins/Managers to change the AFK status of other agents.
Added: Ability to clone KB Articles.
Added: Ability to clone News Items.
Added: Ability to clone Users.
Added: Ability to create a new Community thread out of an existing reply or move a reply to an existing thread.
Added: Ability to manage the active agents for a group.
Added: Ability to relate chats to call logs, and call logs to chats.
Added: Added rel="nofollow" to user profile links to prevent web crawlers from analyzing profiles.
Added: API method to retrieve internal ticket status that includes the locked status.
Added: Auto-hyperlink URLs in KB feedback.
Added: Cancel button when editing Community posts.
Added: Cancel button when editing KB feedback.
Added: Canned Replies can use translatable strings for folder names.
Added: Completed Live Chats can be translated.
Added: Create new ticket APIs to allow specifying BCC addresses. New APIs are AddMessageToTicketWithBcc, AddMessageToTicketWithBccFromUser, AddMessageToTicketWithDateAndBcc, and AddMessageToTicketWithDateAndBccFromUser.
Added: Global ticket setting to set the default Reply button.
Added: History log entries for "Add Related Item" and "Remove Related Item".
Added: KB Articles can use translatable strings for folder names.
Added: Long press opens context menu on mobile devices.
Added: New API with the ability to include CC addresses when creating a ticket.
Added: New GetTicketMessageAttachments API call to retrieve ticket attachments for a single ticket message.
Added: New link permissions settings.
Added: Option for admins to resend user verification email from the management interface.
Added: Replies to a problem thread can now be marked as the Resolution.
Added: Send button added to the embedded chat widget next to the reply text field.
Added: Take ticket option to the tickets Actions menu and the context menu.
Added: The ability to add a comment to a user while editing the user.
Added: Ticket counter for the Follow-up view.
Added: Ticket messages can be translated.
Added: Ticket subject on portal now displays subject length limit.
Added: Ticket visible fields setting now includes standard data fields.
Added: UI indicator that there is at least one unread agent-to-agent chat message.
Added: Warning when changing the type of a custom field.
Added: When clicking on a non-registered email address from tickets, have the ability to create a new user from the user detail page directly.
Added: When marking a community thread as sticky, a duration can now be specified.
Added: When viewing a user, the completed forms associated with that user are now available.
Added: When viewing an organization, the completed forms associated with that organization are now available.
Changed: "Change Password" page styling now matches the "Registration" page styling.
Changed: Admin accounts are now able to see all tickets.
Changed: Agent signature now used when forwarding a ticket message.
Changed: Agents now stay in the same section when refreshing the page instead of going back to Tickets.
Changed: Assigned agent is displayed in the details for any Active Global chats.
Changed: Community profile activity now shows all threads that the user has participated in or subscribed to.
Changed: Dragging-and-dropping files into the ticket compose window will now add the file as a ticket attachment rather than inserting an in-line link.
Changed: Email Chat Transcript option is hidden if the associated brand has SMTP settings set to "None" and department is set to use brand settings.
Changed: Employees are no longer able to make tickets or call logs for brands they are not a part of.
Changed: External provider info moved above the scrollable area in chats.
Changed: Froala editor is now in place, replacing older CKEditor.
Changed: ntext fields are now nvarchar(max) for SQL Server installs.
Changed: Portal signatures no longer have a character limit.
Changed: Prevent Base64 encoded images from being included in Community posts.
Changed: Reply editor is now hidden from banned users.
Changed: Survey rating question use drop-down instead of radio buttons.
Changed: Tasks no longer have a history, and the header now includes "Last Modified".
Changed: The default ValidDocumentExtensions setting has been simplified to only include .*
Changed: The delete brand modal only shows items that the brand currently has.
Changed: The department setting for "Allow all agents to see contents" has been replaced by the settings "Allow advanced search for all agents to return contents of this department" and "Allow all managers to see the contents of this department".
Changed: Upgraded to .NET 4.7.2.
Changed: Upgraded to jQuery 3.1.
Changed: View News role permission was replaced with a Brand setting.
Changed: When a user's Avatar is denied a message shows that it was denied.
Changed: When configuring manual chat events, the Idle Minutes condition is no longer required.
Changed: When forwarding a ticket, HTML is used instead of the plain text, if it is available.
Changed: When triggering a manual event, the modal for selecting the event and the modal for verifying the actions related to the event have been merged.
Changed: When using one of the AddMessageToTicket API methods, if the to address is not provided and the ticket is from the customer, name of the department that the ticket is assigned to is used.
Efficiency: Perform batch deletions using a background thread to prevent locking the interface.
Fixed: AdBlock and AdBlock Plus may hide the News icon in the portal header.
Fixed: Adding groups to an employee triggers a SQL error and an oops page.
Fixed: After replying to a question thread and editing the answer, the tab title is no longer properly HTML encoded.
Fixed: Can't edit a POP account that is associated with a deleted department, preventing the POP account from being assigned to another department.
Fixed: Chat survey score stars are not being properly filled.
Fixed: Deleted departments/pop accounts are still being processed for new emails.
Fixed: Deleting threads as part of deleting a community category can break if there are attachments.
Fixed: Draft save toast notification no longer shows multiple times.
Fixed: Follow-up modal not presented properly for a ticket opened from a "Related Items" tab.
Fixed: For tickets, Add > New Call Log is not showing the Related Item record while creating the call log.
Fixed: Get from Queue action is available when looking at advanced search results.
Fixed: If a userID is not specified when using the API to add a ticket message, the message is created as if it is from the account used to authenticate the API.
Fixed: If stored files need to be archived, and the zip file already exists, the files are deleted without adding them to the zip archive.
Fixed: Issues with unneeded redirects for KB articles based on language.
Fixed: Manual events don't refresh the History tab for Live Chats.
Fixed: Moderation reason sometimes showing in the wrong language.
Fixed: Quoted text not correctly formatted.
Fixed: Safari and Chrome for Mac not rendering background color properly for the Approve/Deny buttons on the Avatar Approval page.
Fixed: Saving call log without agent triggers endless spinner.
Fixed: Thread modals can put some web crawlers into tracing loops.
Fixed: Threads list doesn't use the full space on mobile.
Fixed: Ticket replies sometimes take 15 seconds or more to send.
Fixed: Ticket subjects aren't cleaned the same in ticket view and user detail grid.
Fixed: Ticket view doesn't update when group is deleted.
Fixed: Unsupported file types can no longer be sent in a chat.
Fixed: User dashboard sorting by username instead of displayname.
Fixed: User experience was greatly improved when using "Select All" in an area with a large number of items (such as completed chats in production).
Fixed: Username/email address fields in portal profile are too narrow.
Fixed: Using Back to Community Threads doesn't update the thread status.
Fixed: Using Select All in a content pane when only one item is shown causes an endless spinner.
Fixed: Using Take on an advanced search result item collapses the menu bar.
Fixed: When a chat is transferred from an agent, and later back to that agent, the chat does not pop up again.
Fixed: When deleting an attachment from a ticket reply, the entire window is refreshed.
Fixed: When multiple items are selected, cancelling the delete confirmation deselects the items.
Fixed: When opening a page in management interface, all buttons flash before hidden.
Removed: Canned Reply history tab.
Removed: KB article history tab.
Removed: Management interface "Comments" from KB.
Removed: News Item history tab.
Removed: Tabs that only contain non-editable data have been removed when editing a user or organization.
Removed: The "Department Selection Message" brand settings for live chats and tickets.