Changed: Comments on knowledge base articles are now called "Feedback".
Changed: Resending a ticket message will now also send the message to carbon copied (CC) addresses.
Changed: Updated Bootstrap to version 4.3.1.
Fixed: Email content with the header "Content-Type: text/plain;" (with a trailing semi-colon) does not register properly.
Fixed: Issue that could cause the failure of Ticket Idle and Ticket Duration events configured for tickets with a custom field.
Fixed: When a Ticket Comment event action contains the #body# variable, the line breaks are missing from the comment body.
Fixed: When modals are moved off-screen they get stuck which can only be resolved with a refresh.
Removed: The permissions option 'All Users (login not required)' was removed from the Brand Permissions > Post Links in KB Feedback.
Security: General fixes implemented for non-critical issues.
Build 7845 (Jun 24, 2021)
Added: Ordering arrows to the Report Items tab of custom reports which allow agents to manually re-order report items used.
Fixed: A space is continually removed from the Email Templates after it's added it back.
Fixed: Doing a CSV or TAB export of a custom report containing multiple variations of the same report item only exports one set of data.
Fixed: Having "#mobileadminhyperlink#" in an event will cause that event to not fire.
Fixed: Inconsistent text box styling on the Management Interface password reset page when using Dark Theme.
Fixed: Live Chat Ticket/Live Chat submissions are broken when using the DateTime custom field in the live chat or ticket template.
Fixed: Social media links now display with the proper height.
Fixed: Social media links now have proper noopener and noreferrer tags.
Fixed: Special characters are improperly encoded in follow-up comments that get generated on subsequent ticket replies.
Fixed: Ticket event action "Send Reply to Ticket" does not send if the ticket does not have a CC address.
Removed: The column title for the up/down arrows from the header in areas that allow ordering of elements.
Translations: Updated the Italian translations.
Build 7803 (May 13, 2021)
IMPORTANT: It is not possible to downgrade or rollback to previous versions due to modifications to the SmarterTrack database.
Added: DateLastLogincUTC to the GetUsersProperties and the GetUsersPropertiesbyUsername API calls.
Added: Indicator on a ticket (using SignalR) to show when another agent is viewing the same ticket.
Added: Setting to "Force password change at next login" when creating or editing a user or agent via the management interface or through the SetUsersProperties API call.
Changed: In the navigation pane, "All" / "My" removed from the By Department and By Agent lists.
Changed: Ticket messages that have been resent will now show that resend attempt within the message body itself.
Fixed: If an agent started a chat from the portal, it will no longer display the incorrect "is typing" message to them.
Fixed: When you edit an SMTP or POP account using the right-click menu, two modal windows appear, one on top of the other.
Removed: Agent-to-Agent Instant Messaging and Chat Rooms.
Build 7789 (Apr 29, 2021)
Added: GetTicketRelatedItemInfoArrayResult API call to return a list of related items for a ticket.
Changed: A ticket's Related Item messages are no longer returned when using the API to get a ticket's messages. (Affected API calls: GetTicketConversationPartListFromTicketNumber and GetTicketConversationPartList.)
Changed: Add "All" to the beginning of the global header's navigation trees.
Efficiency: Reduced the overall number of queries for Ticket Message information.
Fixed: Autoresponders are not sent to imported emails that provide a time zone using the time zone name (ex: GMT vs -0700)
Fixed: On the Portal, the prepositions for date and time for German language were reversed.
Fixed: Sitemap now properly returns 404 (rather than a 500 error) when a part isn't found.
Fixed: The Tickets tab of the User Details window cuts off the display of the Status column, preventing an agent from viewing all icons.
Fixed: User Details view was showing the old style of status icons.
Fixed: When "<script>" is included in the comment while scheduling a follow-up or transferring a ticket, the ticket's HTML display is malformed.
Build 7775 (Apr 15, 2021)
Added: Better caching of active directory login attempt results, to help prevent account locking due to cached credentials.
Added: Login attempts against active directory are now logged in the Administrative log file.
Changed: Agents/Administrators who are logged into the Portal now have a Code View button in the html editor. Users do not.
Changed: Email Transcripts for live chats now only allow one email address to be entered and the transcript is delivered once per chat.
Changed: Logging improved significantly for SMTP delivery.
Changed: Updated translation strings for German translation file.
Fixed: A custom report sent from Scheduled Email Reports does not follow the same sort option as the Custom Reports.
Fixed: Added an exclusion for an exception appearing in the logs that actually is an expected behavior.
Fixed: After testing an SMTP or POP connection, the modal shows "disabled=false" at the top of the modal.
Fixed: Display issue showing duplicate attachments in the compose window when deleting one of two attachments on a ticket reply.
Fixed: Event action to send a ticket reply is attempting to send an email when no email address exists in the ticket.
Fixed: Hover styling on Survey and Form dropdown lists is incorrect in Firefox.
Fixed: Html editor file upload shows all file types, not just allowed file extensions.
Fixed: Issues deleting ticket drafts.
Fixed: Modified Scheduled Email Reports so that the delivery will not continually retry in the event that the resend time cannot be reset.
Fixed: SMTP delivery thread is now resistant to application pool stops and starts.
Fixed: The "Block chat while composing call logs" setting does not prevent live chats from being assigned while composing a Call Log.
Fixed: The default value set on custom fields does not always display in all locations.
Fixed: The tags and buttons throughout the Portal are inconsistently sized.
Fixed: Users and Organizations tickets page is not properly limiting the tickets shown for agents and managers.
Fixed: When an agent attempts to attach an unsupported filetype, a green success toast is shown despite the upload failing.
Fixed: When editing a live chat link, the Image dropdown can get stuck not allowing the image dropdown to work.
Fixed: When scheduling a follow-up and switching to a Group that the agent is part of, the agent assignment should not be changed.
Fixed: When taking/transferring tickets for a specific brand, the global Active and Waiting counts do not update without a refresh.
Security: General fixes implemented for non-critical issues.
Build 7747 (Mar 18, 2021)
Added: Confirmation modal for KB Article Feedback "Report" and "Delete" buttons.
Added: Dark mode for composing messages and other content in the Management Interface.
Changed: Delete option moved to the bottom the Actions dropdown.
Changed: Drop down boxes are now styled consistently.
Changed: Google Analytics integration updated to most recent version.
Changed: Minor display modifications to providing KB feedback in the portal.
Changed: Removed the port number from the URL for the default Live Chat website integration.
Changed: Restyled the the actions for KB article feedback on tablets.
Changed: Restyled threads in the Community for tablets.
Changed: Statistics (All Time, Last 30 Days) on a user's My Profile page restyled for tablets.
Changed: When a ticket message is forwarded, message content is now displayed in the interface and Show HTML option.
Changed: When taking or transferring a ticket with a draft, agents can now opt to assign the draft to the new agent or delete it.
Fixed: Agents are able to transfer chats to departments that have no available agents.
Fixed: Chat event is missing the #adminhyperlink# variable that links directly to the live chat.
Fixed: Checkboxes are now sized properly in tables, and display appropriately on Safari.
Fixed: Content Security Policy needs to filter for http:// and https:// for URLs.
Fixed: Context menu in grids was not properly setting the selected index of the grid causing random jumping to occur.
Fixed: Font size of the Portal header restyled for mobile.
Fixed: Group By dropdown in reporting area is not translated correctly.
Fixed: Left tree is not sizing properly in Chrome on Android.
Fixed: Occasions where live chat users are in the queue, but there are no agents available to take the chat, now handled more gracefully.
Fixed: On Android tablets, Compose Ticket page cuts off content at the end of most tabs.
Fixed: Reactivating a purchased license shows a toast but doesn't refresh the details of the license page.
Fixed: Selected section showing up incorrectly on portal when in mobile mode.
Fixed: Some upload areas are not limiting the file browser to only supported file extensions.
Fixed: Specific instance where an application error occurs when a time log is added to a ticket.
Fixed: Specific types of emails break the width of the reply panel.
Fixed: The Maintenance and Support Expired notification will no longer show up multiple times.
Fixed: The warning that's displayed in live chat when a user attempts to upload a very large file shows HTML tags.
Fixed: Translatable Strings modal not working on mobile.
Fixed: When a custom report contains two of the same Report Item, but with different Group By selections, the report cannot be emailed.
Removed: "Display folder in portal search menus" KB Setting.
Build 7719 (Feb 18, 2021)
IMPORTANT: Fixed potential minor vulnerability.
Changed: The option to remove a Time Log from a ticket, live chat or call log should say Delete, not Detach.
Changed: Updated the final page of the Getting Started wizard to use new screenshots and text.
Changed: Updated the text of the default Ticket, KB and News Items that are generated with new installations.
Fixed: After changing from a specific selected brand to all brands, no tickets appear in the tickets list.
Fixed: An issue purging old deleted tickets that would sometimes cause a database timeout.
Fixed: Employee Activity Overview, User Activity Overview and Time Logs > Ticket Overview reports show no data.
Fixed: In the Survey email template, button formatting is ruined if the button contains a hyperlink for the SurveyURL variable.
Fixed: SMTP/POP does not work if SmarterTrack server and mail server both have IPv6.
Fixed: The "Initializing SmarterTrack. Please wait..." spinner that appears after starting a Hosted SmarterTrack site is off-centered.
Fixed: The up/down arrows that are used to reorder Community Categories are broken.
Fixed: When a KB folder uses a Translatable String for its name, it is not translated in all areas.
Build 7705 (Feb 4, 2021)
Added: Carbon Copy (cc:) field for ticket submissions on the portal.
Added: The ability to send verification emails to selected users from the Users list. Added the Actions dropdown.
Changed: The timestamp on the "resend attempt" comment is now displayed in UTC time.
Changed: Users who are logged in can no longer change their email address when submitting tickets from the Portal.
Fixed: Attempting to add the Ticket Workload Trend report item to an existing custom report does not work.
Fixed: Completed Forms are removed from the User Details view when that user's email address is added as a User account.
Fixed: Department names that include special characters can not be clicked in the By Department list in the navigation pane.
Fixed: Event conditions or actions aren't properly focused when deleting some part of that event condition or action.
Fixed: In Dark Mode, the Show HTML window displays light grey text on a white background.
Fixed: In some reports, the Group By list "Employee" option switches between showing "User" and "Employee".
Fixed: Translatable Strings used in Department and Group names are not properly translating in a variety of areas.
Fixed: When doing an Advanced Search in Tickets, the "Comments Only" Search String option does not limit search results that contain the criteria in the comments only.
Security: Fixed potential minor vulnerability.
Build 7691 (Jan 21, 2021)
Brand Options tab now allows the Cookie Disclaimer to be enabled/disabled on the Options tab. (It is disabled by default.)
Changed: API documentation to reference which calls require Communicator licensing.
Changed: German translation file (de.xml)
Changed: The Autoresponder Blacklist now applies to all automated email deliveries.
Efficiency: Performance of the Users and Organizations pages significantly increased.
Efficiency: Unused language strings were removed from the application to simplify translation efforts.
Fixed: If a QCl rule is already in place for an agent, the agent is not removed from the Agent dropdown list that appears for new rules.
Fixed: Language string correction for Spanish translation file.
Fixed: The blue highlight on the nav pane becomes vertically misaligned when the Brand selector is modified.
Fixed: The built-in event "Upgrade Protection Reminder" is still referencing Upgrade Protection, not Maintenance and Support.
Fixed: The calendar in the Holiday modal is not vertically centered for months that span 6 weeks/rows.
Fixed: The Knowledge Base > By Agent dropdown arrow appears even when there are no KBs assigned to agents.
Fixed: The tab order for the admin/company setup page in the Setup Wizard.
Fixed: Transfer action doesn't work for tasks that are assigned to tickets.
Fixed: Unable to apply new avatar for an Employee or User in the management interface.
Fixed: User/employee pages do not account for the Froala editor changes for the leave page warning.
Fixed: When creating a new user in the management interface, an endless spinner appears after the validation error informs the agent that the username is already in use.
Fixed: When navigating to Reports, the Agent-Group Activity report is displayed by default. However, when you expand the Audit Reports folder, Abandoned Live Chats is highlighted.
Fixed: When submitting a new ticket at the Portal, KB suggestions are no longer being generated based on the message body content.
Fixed: When using the "Copy To Address" feature, the agent reply from appears on the ticket even if the agent who is responding no longer has access to the ticket.
Fixed: When using the Add button to add a New Call Log to an existing live chat, the call log does not properly fill the header details.
Build 7656 (Dec 17, 2020)
Added: API call for SendUserVerificationEmail.
Added: Indicator that specifies which message in a ticket thread was resent.
Changed: A ticket in the Queue that an agent replies to via an email client will now be automatically assigned to that agent.
Changed: The user verification email is now sent any time a new Registered User is created. (Previously, the verification email was only sent when users were created at the Portal.)
Changed: The UserSortSettings are now part of the UserSettings table.
Fixed: Cannot edit Font or Font Size in a new KB if the window is below a certain size.
Fixed: Custom Reports can be saved without any report items.
Fixed: In Firefox, the External Feeds modal has a scrollbar.
Fixed: In the groups section of the manage tab the brand name is not being translated if using a translation string.
Fixed: Padding for checkboxes across various grids is too narrow.
Fixed: Reply to Ticket event action is not sending on tickets that meet the event requirements.
Fixed: Some grids had scrollbars that are offset incorrectly from their scrolling content.
Fixed: The "Leave site?" browser warning appears when you attempt to save a new Community thread.
Fixed: The buttons on the VOIP Accounts modal are aligned to the left rather than to the right.
Fixed: When editing a call log, the Related Item modal has a scrollbar.
Fixed: When editing a reply or Thread in the Community, a console error appears when saving.
Fixed: When uploading an image or file via Froala editor, the "loading" indicator can be partially hidden behind the editor toolbar.
Fixed: When you save a canned reply, it shows in the list with 0 Languages.
Fixed: When you save a new News Items, it is duplicated.
Build 7642 (Dec 3, 2020)
Added: "During Holidays" and "Outside Business Hours" Conditions added to all ticket events that do not have it.
Added: "GetUsersProperties" API call allows you to get "Authentication Type" and "Authentication Domain".
Added: In Tickets and Live Chats, changed Advanced Search date range to be remembered in browser storage.
Added: The values that are acceptable for Authentication Type in "SetUserProperties" API documentation.
Changed: HTML editor added to the portal ticket submission page, replacing the text box.
Changed: Increase the Agent limit for the Global Tickets > By Agent dropdown to 2500.
Changed: Licensing page layout simplified.
Changed: On the User Details page, the user's display name now links to their Community Profile page.
Changed: Ticket event action 'Reply to Ticket' now follows the global Ticket setting for 'Default Reply Option'.
Fixed: Call Log window does not close after delete.
Fixed: In Firefox, the Knowledge Base folder modal has a scrollbar.
Fixed: In installations with multiple brands, the navigation pane stops updating ticket counts when an individual brand is selected from the Brands dropdown.
Fixed: License activation doesn't alert the user if the number of agents exceeds the license limit.
Fixed: Navigating a user's profile page results in error regarding st_ThreadPostAbuse in some installs.
Fixed: The Hosted SmarterTrack Begin Setup page flashes a spinner and background text before loading.
Fixed: The pencil icon that appears when an agent or user is typing on a live chat is larger than it should be.
Fixed: The Tickets and Knowledge Base empty preview pane icon doesn't match the menu bar icon.
Fixed: When editing a ticket draft message, the editor's Quote formatting gets applied to text that is not highlighted.
Fixed: When the Reply to Ticket event message includes a URL in an href, the URL is sometimes modified, causing the hyperlink to break.
Build 7619 (Nov 10, 2020)
Added: "SetUserProperties" API call now allows you to set "Active Directory Domain" as an input. (Required if Active Directory is used.)
Added: Copy to Clipboard button for the email address(es) in a ticket, live chat, and call log.
Added: Send Form modal shows all recipients with checkboxes next to them to determine who gets the form. Defaults to the primary only.
Added: Unsaved changes alert to several areas in the management interface.
Changed: "Group By" in the Report area to a dropdown.
Changed: Email reports have been cleaned up to look more like the interface reports.
Efficiency: Chat widget now won't update when tab isn't active, and will update immediately when you select it again.
Efficiency: Chat widget will now slow down update requests once a person has been on a page for a significant amount of time.
Efficiency: Icons are now combined into an optimized file that results in faster reload and paint of the interface.
Fixed: Issue that can cause some related items to not show all related tickets.
Fixed: When installation is running Free Edition, navigating to Licensing Settings results in Oops page and Null reference error.
Build 7607 (Oct 29, 2020)
Added: "During Holidays" and "Outside Business Hours" Conditions added to "Ticket Created" and "Ticket Message Received" events.
Added: Security setting to allow Administrators to modify the Content Security Policy.
Changed: In System and Agent Events, removed the bold styling from Conditions that are enabled.
Changed: Licensing page is cleaner and simplified to match other SmarterTools products.
Changed: Updated Track report Charts to a be more interactive.
Fixed: A blinking dot appears next to the line that separates the nav and preview pane on certain pages.
Fixed: Agents with "Manager" role can see active live chats for departments they are not a member of when viewing Live Chats > Active and By Agent.
Fixed: Attempting to add a translatable string token name in a field that does not support translatable strings causes the saved text to show HTML attributes.
Fixed: If a portal visitor is in the process of filling out the live chat widget, and all agents go AFK or business hours end, the chat gets stuck in the Queue.
Fixed: In the Autoresponder modal, the Insert Variables dropdown does not properly insert variables.
Fixed: MariaDB fails database creation with "Row Size Too Large".
Fixed: Scenario that causes inline images to disappear from the inline view and removes the hyperlink text surrounding the image during a draft save.
Fixed: The My Tickets > Follow-ups ticket counter is slow to update.
Fixed: The text of some event conditions shows below the checkbox for that condition.
Fixed: Tickets basic search will not return results if your sort is set to Department, Brand, Group, Agent, or Display Name.
Fixed: When exporting Trend reports, the default sort option is not preserved in the CSV or TAB file.
Fixed: When the "Survey Conversion Rate" report is exported, the values are not displayed under the correct headers.
Build 7579 (Oct 1, 2020)
Added: The ability to merge tickets for an Organization from their Tickets tab.
Changed: Adjust the about page to be more consistent with our other products.
Changed: Communicator timeout from 3600 to 180 seconds.
Changed: Dark theme adjusted to provide greater contrast and make it easier to use.
Changed: Minor styling changes within the Management interface.
Changed: Settings pages with a preview pane will now ignore the setting hiding them.
Changed: The Navigation Pane headings have been replaced with separators.
Changed: Translatable string button images are now more consistent with other icons.
Changed: Waiting tickets, whether waiting on an Agent or the customer now show as simply "Waiting" on the portal.
Changed: When transferring tickets in bulk, tickets with pending Drafts will be skipped and not transferred.
Fixed: Clicking the Translate button multiple times while it tries to translate causes an error.
Fixed: Entering a period after a hyperlink has been inserted can cause two periods to appear automatically.
Fixed: Issue that can cause duplicates of a language to be added to supported languages.
Fixed: Issue that could cause the blocked chat warning message from showing while in Call Log window.
Fixed: KB folders show in the Navigation Pane for an agent even if that agent does not have access to those folders.
Fixed: Part of a button appears above the Search bar in a News item.
Fixed: Removing an Agent from a Group using the Employees > Groups tab does not properly redistribute their Active and Waiting tickets.
Fixed: Spacing issue with the Navigation Pane in Safari.
Fixed: The "Duration" field is missing in the ticket list for tickets that have a duration of 0h 0m.
Fixed: The timer for auto-saving Drafts doesn't start until the user stops typing for the specified time.
Fixed: Ticket custom field auto-save happens too fast, removing focus from that custom field.
Fixed: Ticket query for getting tickets to auto-delete breaks on MySQL.
Removed: Video on the Getting Started page.
Build 7551 (Sep 3, 2020)
Added: A background thread to handle Ticket hand-off during logout.
Added: A busy spinner to the Hosted SmarterTrack welcome page when the Begin Setup button is clicked.
Added: A new API call GetAllOrganizations that returns information for all Organizations.
Added: API call to change an agent's availability for chats in a given group.
Added: SMTP selection for the Diagnostics Error Emails.
Added: Sort functionality to the Quality Control section.
Changed: Modified the Custom Field Open URL buttons/links to be consistent in all areas.
Changed: The Self Diagnostic page now show the full SmarterTrack build and proper .NET Framework version.
Changed: VOIP settings information message displayed at the top of the VOIP settings area.
Fixed: Attachments to ticket replies are not viewable in iOS Mail.
Fixed: Call Log Advanced Search does not return expected results.
Fixed: Image Formatting using the HTML editor is not preserved in the Ticket or when viewed in the Portal.
Fixed: In Safari, horizontal scrollbar are showing in the HTML editor button dropdowns.
Fixed: In Safari, the nav pane items are not centered vertically when they are highlighted or hovered over.
Fixed: In the Ticket compose window, the autocomplete dropdown is transparent, allowing the HTML editor to be seen beneath it.
Fixed: Issue that could cause the link window in the editor to be cut off when adding links in Ticket Signatures.
Fixed: Issue that prevents Agents from logging out of the Management Interface.
Fixed: On some pages in Safari, expanding the editor toolbar causes the page content to shift.
Fixed: Ticket drafts are not automatically saving when the Auto Save Frequency is specified.
Translations: Updated the French translation file.
Build 7524 (Aug 7, 2020)
Added: Ability to create new call logs from the Add menu on a live chat.
Added: Copy to Clipboard functionality for Ticket, Live Chat and Call Log numbers in headers.
Changed: "Administrate this ticket online" language string changed to "Manage this ticket online".
Changed: IMPORTANT: This release makes changes to the web.config file. If you have a custom web.config file, you will need to adjust it while upgrading.
Changed: MaxMind location package updated to most current database.
Changed: Report charts now appear more clear on high DPI monitors.
Changed: Updated jquery to 3.5.1.
Changed: Updated SignalR for Live Chat.
Changed: Updated the Froala editor to 3.1.1.
Efficiency: Reporting system now initializes faster.
Fixed: An endless spinner will no longer occur if you attempt to save a custom report that has report items but no title.
Fixed: Brands > Autoresponders is now properly sorted by display name.
Fixed: Clicking insert on canned reply popup without an item selected will now indicate the issue instead of silently failing.
Fixed: Community posts will now prevent duplicate clicks to the Send button.
Fixed: Email addresses with an apostrophe ( ' ) could cause issues.
Fixed: Error message not showing properly on forgot password page.
Fixed: Host Header validation is broken on new brand creation.
Fixed: Images uploaded to various areas of SmarterTrack via Insert Image toolbar button (with a src of "TempResourceHandler.ashx") disappear after some time.
Fixed: In Call Logs, basic search results don't match search results of Adv Search > Search String.
Fixed: In Firefox, a live chat's Related Items modal was showing a scrollbar.
Fixed: In the live chat widget, dropdown list custom fields that use translation strings do not immediately translate when the Portal's language is changed.
Fixed: Live Chat input area shows after attempting to add comment to newly added ticket associated with live chat.
Fixed: More friendly error appears when attempting to Resend a ticket message when no SMTP account is available.
Fixed: On the Portal's KB folder view, added the lock icon next to the title of KBs that are marked as private.
Fixed: Plain Text content will now properly paste from clipboard into editor.
Fixed: Resolved an issue if ConnectionString property is set incorrectly and user is logged in and have remember me marked.
Fixed: Resolved an issue with sitemap being generated incorrectly in some locales.
Fixed: The Create Account button on the User Details page does not appear for agents who have role permission to 'Create a user's profile'.
Fixed: Ticket Advanced Search is not returning results when certain Custom Fields are used.
Fixed: Translatable Strings used in Department and Group names are not properly translating in a variety of areas.
Fixed: User activity overview report header now shows correct title.
Fixed: When a new Supported Language is added, the Translatable Strings tab doesn't immediately update the translated status.
Fixed: When creating an organization, modals generated from the Add Members or Add Comment options span the width of the popout modal.
Fixed: Yes/No custom fields do not default to correct value on the portal side of web interface.
Removed: Image indicator from the ticket message body.
Security: Added noopener and noreferrer to exterior links with target="_blank".
Security: Chat ticket submission process is now rate limited per IP.
Build 7479 (Jun 24, 2020)
Changed: Included the ability to delete autoresponders when editing a Brand.
Changed: The attachment downloads page was adjusted so that it's now possible to access it via the API.
Fixed: A ticket's Idle time is being updated incorrectly when a user responds to a message multiple times in a row.
Fixed: After a draft message has been saved, inline images/attachments in the reply compose window cannot be completely removed without saving the draft message again.
Fixed: Agents can't save a new signature in Social Settings on the Portal.
Fixed: Agents cannot edit their own live chat comments.
Fixed: Certain circumstances could cause Agents to get an endless spinner when replying to tickets.
Fixed: If a chat is assigned to the Queue, that chat doesn’t show up in the Live Chat tab on the User Details page for that user.
Fixed: Live chat ticket submissions do not use agent assignment from the External Provider.
Fixed: Selecting multiple brands for a news item does save those brands properly.
Fixed: Survey Results > Answers report results in a 'fatal error' when using a MySQL database.
Fixed: The live chat Advanced Search option is not available when the agent's live chat role permission is set to None or if the View Queue permission is denied.
Build 7422 (Apr 27, 2020)
Fixed: "This ticket could not be transferred since it does not meet its closing requirements" error shows in unexpected scenarios.
Fixed: A rare MySQL error of "Failed to open the referenced table 'st_KBArticles'" that prevented successful upgrades.
Fixed: Call logs that do not contain a phone number do not appear in the User Details window or Call Log list and cannot be deleted.
Fixed: During a ticket reply, certain formatting of hyperlinks and inline images could cause the hyperlink to be removed and the text below to be hyperlinked with a URL that downloads the image.
Fixed: On the Ticket Handling report, sorting by Default and switching between Ascending / Descending doesn’t change the list sort.
Fixed: On the Ticket Workload/Workload Trend reports, New Ticket column is in wrong position.
Fixed: Scenario that causes inline images to disappear from the inline view and delete/hyperlink text surrounding the image.
Fixed: Scenario that could cause the autoresponder to fail to send due to null reference exception.
Fixed: User Details window does not show an error when an agent attempts to merge more than 10 tickets at a time.
Fixed: When printing a ticket or call log, the Custom Fields section shows the Token Name of translatable strings instead of the translated string.
Build 7348 (Feb 13, 2020)
Added: Ability to search by phone number in all areas that accept a phone number entry.
Added: Cursor auto-focus to Reports Filter and Group By search input when these modals are opened.
Changed: Added more flexibility for sorting in Tickets, Live Chat, Call Logs, Tasks, Knowledge Base, Canned Replies and News sections, where the sort of most nav pane views are preserved.
Changed: Added the ability to create tickets at the Portal using multiple email addresses.
Changed: MySQL connection string to work with the new MySQL Authentication type.
Changed: On a forwarded ticket message, show the recipient of the forwarded message.
Changed: Ticket search query to improve CPU usage.
Changed: Updated Brazil regional data to reflect the changes related to Daylight Savings Time.
Changed: Updated Cookie creation to include SameSite settings for cookies to work with Chrome update.
Fixed: An ampersand is not properly encoded when displayed in the live chat widget.
Fixed: An issue where ticket reply text area overlaps the attachment area.
Fixed: Closed ticket duration and idle times are not correct.
Fixed: HTTPS site shows images being loaded from http://www.w3.org.
Fixed: The Live Chat Link and Live Chat Online/Offline tabs show shifting text when switching the Image dropdown list to or from the Upload option.
Fixed: The Live Chat widget does not translate translatable string tokens when the token is used in the custom field 'Drop down list'.
Fixed: Using multiple of the same translation string in Department or Group name shows an Oops page instead of loading the Department or Group data.
Fixed: When composing a ticket (either creating a new one or replying to one), modifying the header options causes the attachment handler to disappear.
Fixed: When using Safari, the drop shadow on built-in live chat images appears incorrectly until a refresh.
Fixed: When using Send and Schedule Follow-up on a new ticket, in an installation with only one brand, a broken Brand dropdown appears.
Removed: Button type for Live Chat Links.
Build 7265 (Nov 22, 2019)
Added: A "User Comment" label on comments on user accounts so it's easier to distinguish a user comment from a ticket comment.
Added: When creating a Community thread, the Tab key will move the cursor from the title to thread body.
Changed: A visitor's browser/machine header detail is permanently preserved on live chats.
Changed: The ticket’s Take button now has a dropdown to allow "Take and Reply" options.
Changed: The Yes/No custom field now properly appears as a dropdown in all locations.
Changed: Ticket autoresponders now send to CCed addresses.
Fixed: A foreign key error is preventing Brand deletion.
Fixed: An agent's Brand and Group selectors when handling tickets now match in all ticket areas (New, Follow-up, Transfer and Create Ticket).
Fixed: CSV/TAB export of KB reports shows KB subjects/searches with improper encoding.
Fixed: CSV/TAB exports of some KB reports results in Oops page.
Fixed: Embedding SmarterTrack in another site is not working without using WWW on the URL when embedding is allowed.
Fixed: Endless spinner when saving a custom field Template without a Name on the Options tab.
Fixed: Improper validation of some emails.
Fixed: In the "Event Action" modal/grid the "Offer Survey" label is broken.
Fixed: Scenario that prevented brands with deleted Community Categories from being deleted.
Fixed: The By Agent live chat counter is slow to remove when chat is ended.
Fixed: The Portal’s date formats do not reflect visitor’s region.
Fixed: The User Details URL is not properly encoded, causing some email address characters to display incorrectly.
Fixed: Ticket attachments reappear in upload area after the attachment is removed and another is added.
Fixed: Tickets, Chats and Calls from an email addresses that contain a + do not appear on that email's User Details page.
Build 7219 (Oct 7, 2019)
Added: "Create Ticket" option to the (...) menu of an existing ticket's incoming message.
Added: Advanced Search by Departments in Call Logs.
Added: Advanced Search by Departments in Live Chats.
Added: Advanced Search by Departments in Tickets.
Added: New API "CreateIncomingTicket" that gives another way of creating a ticket that includes all past options.
Added: New chat round robin to include primary and secondary groups.
Added: Recent view for individual agents and departments in Global Tickets.
Changed: Moved chat round robin from global live chat settings to the Agent Group setting.
Changed: Reorder the "Ticket Workload" report and "Ticket Workload Trend" report columns.
Fixed: A scenario that could cause Idle Times to display a negative value.
Fixed: An issue in Knowledge Base Advanced Search where only one date range persisted when multiple date ranges were included in the search criteria.
Fixed: Basic ticket search loses focus and hides keyboard on Android devices.
Fixed: Chat losing its text box on disconnection.
Fixed: Endless spinner after saving VOIP changes.
Fixed: Endless spinner occurs on the Survey configuration page if no Questions have been added when saving.
Fixed: Endless spinner on the forms configuration page when saving if no fields have been added to the form.
Fixed: In Dark Theme, a grid's column headers do not show the sort caret.
Fixed: In Departments settings, clicking on the Brand or Department header results in the sort caret appearing on both the Brand and Department headers.
Fixed: In Settings -> Departments, sorting by the Brands column does not correctly sort the brands alphabetically.
Fixed: In VOIP Settings clicking on the Brand column in the Brand Configurations tab causes the preview pane to display an empty list.
Fixed: Issue that caused a thread to not sticky unless the page is immediately refreshed after submitting the Sticky Duration.
Fixed: Making a thread Sticky in the community could cause the editor to break.
Fixed: Naming issues in custom reports, some reports were listed multiple times in the dropdown.
Fixed: On the Final setup page for installation, the images for the links are broken.
Fixed: Order of the "Custom" fields In Custom Reports -> Report Item modal -> Group By dropdown not listed alphabetically by display name.
Fixed: Order of the Departments and Groups In Custom Reports -> Report Item modal -> Filter By dropdown not listed alphabetically.
Fixed: Order of the Users In Custom Reports -> Report Item modal -> Filter By dropdown not listed alphabetically by display name.
Fixed: Pasting an email address enclosed in <> into the ticket reply editor causes the <> to be encoded.
Fixed: Performing a basic search can sometimes cause a duplication of the list pane.
Fixed: SmarterTrack Communicator cuts off after a few minutes.
Fixed: The Cancel and Submit button are not lined up properly when editing Knowledge Base feedback.
Fixed: The Group column cannot be sorted alphabetically in the Groups setting.
Fixed: The ticket list does not always show the assigned agent.
Fixed: When an Information field type is added to a Form, the text editor does not expand to the full height that's available on the modal.
Build 7157 (Aug 7, 2019)
Added: Agent assignment to the external provider.
Added: API endpoint "CreateTicketFromCustomer" that accepts a group ID for ticket creation.
Changed: Max file size for attachments was increased to 100 MB.
Fixed: "Add Internal Attachment" and "Attach Files" only show custom even if all files are allowed.
Fixed: A ticket's Communication tab isn't showing messages even when there are messages for the ticket.
Fixed: Custom fields using "Use current date or time as default" don't load the correct default on new tickets.
Fixed: Custom templates do not update the field name if the template does not already contain the autofill displayname and autofill email.
Fixed: Editing custom fields in the Custom Fields tab increases the ticket count in the nav tree.
Fixed: Live Chat Settings displays departments in random order.
Fixed: Printing KB articles from the Portal uses the incorrect font.
Fixed: Replies are not getting added to the spool after they're saved to the database, under certain circumstances.
Fixed: SmarterTrack Connection is not showing the friendly name on transfers.
Fixed: Ticket setting "Show agents on transfer" is not working properly.
Fixed: When SmarterTrack is installed in a sub-directory, which is not recommended, it causes the Add(+) button in the top bar to not work.
Fixed: When transferring across SmarterTrack instances it shows the Groups for both instances rather than just the Groups for the instance being transferred to.
Fixed: When transferring across SmarterTrack instances, the Brand drop down is not showing if the local install does not have multiple brands but the remote install does.
Fixed: When using the Login external provider, the login button on the portal does not redirect to the Custom Login URL.
Fixed: When you delete a Department and use "Assign Call Logs", the Agent list is not in alphabetical order.
Removed: Default Image, Media, and Flash extensions that where used alongside of what users set as the allowed.
Build 7074 (May 15, 2019)
Fixed: Cannot transfer tickets between connected SmarterTrack servers.
Fixed: Custom Report Item chart drop-down list showing variables instead of the translated words.
Fixed: In the Community, when viewing the Moderate or Banned tab, the Mark All as Read action is still visible.
Fixed: Specific reports break when adding them as a Custom Report Items.
Fixed: Tasks double click open/close when user does not have edit permissions.
Fixed: The Live Chat icon in the Management Interface does not appear to agents when the installation is activated with a Professional Edition license.
Fixed: When a department's New Tickets in Portal setting is set to All Users (login not required), the Start Ticket button does not appear on the Tickets page of the Portal for visitors that are not logged in.
Removed: #mobileadminhyperlink# event variable as it is no longer necessary based on the mobile accessibility of SmarterTrack.
Build 7067 (May 8, 2019)
Added: Events permission for "Trigger system-level manual events" that give agents the ability to trigger just system-level manual events.
Added: Live Chats > Departments > Auto-Delete settings so that administrators can configure when to automatically delete and purge old live chats and conserve disk space usage.
Added: The title of the outbound RSS feed now includes the brand name.
Changed: Call Logs > Auto-Delete is now enabled by default for new departments.
Changed: Custom role permissions for Knowledge Base Comments, News, Tasks, and Call Logs always grant the appropriate View permission. (Previously View was its own permission.)
Changed: For Survey reports, By Brand, By Agent and By Survey navigation items should depend on the Survey > View Summary permission.
Changed: Link related permissions.
Changed: Merged the "Create and Edit organization users" permission into the "Create and Edit organizations" permission.
Changed: Move Distribution > View Queue to Live Chats > View Queue and Tickets > View Queue permissions.
Changed: Tickets > Auto-Delete is now enabled by default for new departments.
Fixed: "Create and Edit organizations" permission is not properly enforced.
Fixed: Administrators can't see threads needing moderation if they are in a category that requires a role the administrator doesn't have.
Fixed: Agents with custom News permissions cannot see the news icon in the management interface.
Fixed: Banned users are not being properly handled when submitting new tickets or adding Knowledge Base feedback.
Fixed: Community categories exclude administrators when trying to access a thread in that category.
Fixed: Custom Fields with default values may not be saved properly.
Fixed: Distribution role set to none still allows transfer in certain areas.
Fixed: Editing a community post can cause the default font to be misconfigured for that post.
Fixed: Embedded inline images are not properly displaying in emails when viewed with Thunderbird.
Fixed: Follow Up availability is inconsistent for agents without transfer permissions.
Fixed: Groups in the ticket navigation tree not sorting properly.
Fixed: If an employee role is deleted, agents who had that role get an Oops! page when they try to navigate or refresh the Management Interface.
Fixed: Live Chats > Advanced Search only returns chats that the agent is a member of.
Fixed: Managers can view items they shouldn't be able to see by popping them out from a related task.
Fixed: On upgrade, it is possible for Knowledge Base Articles to not be visible on the portal if the article is not associated with any languages.
Fixed: Saving a News Item without a selected language can cause an endless spinner.
Fixed: Sending a ticket message may hang when business hours are set to end at midnight.
Fixed: Some actions on the Knowledge Base Articles content pane are not properly restricted based on the agent's permissions.
Fixed: Survey > View Details permission is not enforced properly.
Fixed: Tasks > Custom permissions are not being properly enforced.
Fixed: The Clear Helpfulness Votes function is not properly controlled by the Knowledge Base Articles > Modify permission.
Fixed: The News > Delete and News > Review permissions are not enforced properly.
Fixed: Ticket counts are off for administrators who are not members of all groups.
Fixed: When a dropdown custom field without a default value is left blank in chat submission, it is shown on the chat conversation tab with the field name as the value.
Fixed: When a user only has None or Read Only permissions for Knowledge Base Articles, they can still flag Knowledge Base Articles for review.
Fixed: When editing a block of text, the source code view is not formatted in a friendly manner.
Fixed: When editing a signature, the Insert Link popup is partially obscured.
Fixed: When editing the active agents for a group in the Group Dashboard, the agents are listed in a random order.
Fixed: When Max Messages is set to 0, forwarding a message doesn't include the forwarded message.
Removed: IP Address on initial community thread posts.
Removed: The View role permission from Knowledge Base Comments, News, Tasks, and Call Logs.
Build 7054 (Apr 24, 2019)
IMPORTANT: Allow managers to see everything in the departments to which they belong as long as they're part of at least one Group within that Department.
IMPORTANT: Existing Agent roles with Reports permissions set to "Full Control" will be set to "None" with this upgrade.
Added: "Mark As Reviewed" and "Review" to the "..." menu on the KB Article preview page.
Added: New employee-type role permissions for Live Chats: "Participate in Instant Messages", "Participate in Chat Rooms", and "Create and Edit Chat Rooms".
Added: New employee-type role permissions for Users/Organizations: "Create user profiles" and "Delete user profiles".
Changed: Agents without the Manager and Administrator roles cannot see Tasks assigned to other agents.
Changed: Allow Administrators to filter reports by any group/department, regardless of their group membership.
Changed: Brand > Links in KB Feedback setting now grants permission based on the minimum required role. If your setting was previously assigned to a custom User role, it will be reassigned to Registered User. If your setting was previously assigned to a custom Employee role, it will be reassigned to Agent.
Changed: For the Agent role, None is now the default permission for Reports.
Changed: For user-type roles, remove all KB article permissions except View.
Changed: In Roles > employee role > Events tab, changed the language string from "Access the events system" to "Create and Edit My Events" for better accuracy.
Changed: Modify the "Allow managers outside of this Department to view its contents" department setting to only apply to managers assigned to a group in the same brand.
Changed: Upgrade Azure translation API to use version 3.0.
Changed: When a user is deleted, any canned replies assigned to them are also deleted.
Changed: When editing a role, the role name and role type are now displayed in the role header.
Changed: When viewing the settings for an Administrator employee who doesn't have the agent role, the Tickets and Live Chat tabs are disabled.
Fixed: Active chats don't account for daylight savings when calculating times to be displayed.
Fixed: Administrators can't see all categories in the community.
Fixed: Administrators without the agent role can see the brand selector in the chats nav tree.
Fixed: Agents without KB Article > Delete permissions can still delete a KB Article from the edit page.
Fixed: Agents without KB Articles > Modify permissions can still transfer KB Articles.
Fixed: Agents without the Call Logs > Delete permission can still delete call logs using the context (right click) menu.
Fixed: Agents without the Manager and Administrator roles can't perform an advanced search for chats.
Fixed: Canned Replies assigned to a deleted agent or department are shown in the content pane and on the Insert Canned Reply modal.
Fixed: Canned replies assigned to Everyone are not showing up in searches on the Canned Replies page.
Fixed: Editing a task from the preview causes it to open in a very large window.
Fixed: In-line images are not being properly embedded in outbound emails.
Fixed: KB Comments role permissions are never checked.
Fixed: Maintenance and Support expiration warning is incorrectly shown on installations running under a leased license.
Fixed: Replies to a thread sometimes don't update the thread's last reply date.
Fixed: Setting an employee role's Event permissions to None does not hide "My Events" in the settings area.
Fixed: Ticket Assignment and Error logs aren't properly rolling over after exceeding the max log size.
Fixed: Ticket created event with Send Email action is not properly replacing the #body# variable when a ticket is created by API.
Fixed: Ticket global views show tickets to managers that they should not be able to see.
Fixed: View and Read Only permissions for Call Logs do not work properly.
Fixed: When an agent doesn't have permissions for a specific report, it still shows in the Reports navigation tree.
Fixed: When an agent only has Read Only permission for News Items, the New button is still visible.
Fixed: When an agent tries to take a ticket in a group that they aren't a member of, the error message is improperly formatted.
Fixed: When creating an action for Ticket Created events, the Body Text variable is listed twice.
Fixed: When Distribution > "Manage Agent Status" is disabled , attempting to manage an agent's status loads the full Management Interface in a modal.
Fixed: When the KB Articles permissions are set to Read Only, the New button is still visible for KB Articles.
Removed: Ability to search canned replies by assigned agent.
Removed: All Purge permissions.
Removed: In the everyone role, removed all permissions that require login or are handled by Brand settings.
Removed: News permissions for User type roles.
Removed: Permission for KB Comments > Report Abuse. No permissions are required to report abuse in KB feedback comments.
Build 7034 (Apr 5, 2019)
Changed: Groups and Departments will now be purged from the database 90 days after deletion.
Fixed: Attempting to save a comment while creating a new user results in an Oops! error.
Fixed: Group delete confirmation not asking what to do with associated items.
Fixed: Mobile styling of the 'Employee post' Community tag.
Fixed: Repeatedly visiting the Licensing page can cause duplicate warning modals.
Fixed: Text editors on the Community are not properly focusing on click.
Fixed: The ticket number can become duplicated in the ticket subject.
Fixed: Ticket Comments are being sorted in reverse order.
Fixed: When a user edit is saved, the preview pane is not updated.
Fixed: When creating a call log, selecting a group that has custom fields doesn't resize the editor.
Build 7026 (Mar 28, 2019)
Added: Ability to include pictures & attachments in portal conversations.
Added: New Ticket Aging dashboard.
Added: When saving a call log with matching start and end dates, trigger a save confirmation as the log as no duration.
Changed: Allow embedded videos from fleeq.io.
Changed: Browser notifications now use the same icons as the area they are originating from.
Changed: Display the warning about exceeding the agent limit for a license or hosted plan when clicking the new button instead of the save button.
Changed: Log files will max out at about 100MB. Once a log file exceeds that limit, a new log file is started.
Changed: Make the ticket subject the main header item on the portal.
Changed: When composing a ticket reply, conversation history is appended on message send to avoid browsers from combining code that can cause message formatting issues.
Changed: When relating tickets, comments will stay with their respective ticket versus all being added to the primary ticket.
Changed: When the Insert Canned Reply modal is opened, the search bar is now automatically focused.
Fixed: Back to Community Threads link always goes to page 1.
Fixed: Backslashes are removed from canned replies when they are inserted if the canned reply also includes a single quote character (').
Fixed: Brand default font not being applied to previews on the portal News page.
Fixed: Bulk delete actions always record the acting user as Internal Agent.
Fixed: Can't clear the Review flag on a KB article.
Fixed: Deleting a brand which only has deleted departments causes an error.
Fixed: Error purging news items that have a linked translation.
Fixed: Error when trying to insert a canned reply from the list view.
Fixed: In Call Logs, the content pane lists the log's Start Date, while the header lists the created date.
Fixed: In community conversations, can't switch conversations if the current one has an embedded video.
Fixed: Inline images not getting properly stored in outbound ticket messages.
Fixed: KB Headers showing "Last Modified by: System" even if an agent modifies an article.
Fixed: Multi-branded installs can show chats assigned to a different agent when viewing My Live Chats > Completed.
Fixed: Related Community Threads aren't being properly HTML encoded.
Fixed: Related KB Articles aren't being properly HTML encoded.
Fixed: Searching canned replies and deleting one of the results refreshes the the entire list rather than just the search results.
Fixed: Table styling applied in froala is not preserved.
Fixed: The brand drop downs are missing for admins that aren't actually group members in multiple departments.
Fixed: Tickets started from a community thread don't properly encode the subject line.
Fixed: Unspecified error when trying to send a conversation message containing only an image or video.
Fixed: Updated Chrome style sheet is changing the font on multi-line plain text fields.
Fixed: When it is empty, the HTML editor can be difficult to focus on using the mouse.
Build 7005 (Mar 7, 2019)
Added: "Posts Marked as Answer" columns for the Community reports.
Added: "Replies Inserted into Chats" and "Replies Inserted into Tickets" columns to the Canned Replies Popularity report.
Added: "Stale" view to the Canned Replies navigation tree.
Added: "Threads Created" columns to the Community reports.
Added: Auto ellipse to the "Search String" column in Knowledge Base reports.
Added: Busy spinner when clicking the Move Reply button in community thread post.
Changed: "Email All My Tickets" action in the tickets section on the portal now sends the email to the registered user's email address instead of asking for an email address to send to.
Changed: "Replies Inserted into Chats" and "Replies Inserted into Tickets" columns for the Canned Replies reports now indicate the total number of times a canned reply was inserted, instead of the number of unique canned replies that were inserted.
Changed: Default value for the Knowledge Base and Canned Reply stale setting increased from 30 to 365.
Changed: Made the "Email My Tickets" action in the tickets section on the portal only visible to authenticated users.
Changed: Relabeled the Rank columns to # and added # columns where needed.
Changed: Renamed the Knowledge Base stale setting to clearly indicate that it is used for both Knowledge Base articles and Canned Replies.
Changed: Replaced the "Visitors" column with "User Visits", "Spider Visits" and "Total Visits" in the Knowledge Base and News Popularity reports.
Changed: The Statistics tab on the Knowledge Base preview page now shows "User Visits" and "Spider Visits" instead of "Unique Views".
Changed: The Statistics tab on the News preview page now shows "User Visits" and "Spider Visits" instead of "Unique Views" and "Hits".
Changed: The x axis labels on report charts show the proper numbers for reports with ranking.
Changed: Unauthenticated users can no longer reply to tickets from the portal.
Changed: Visibility of the ticket section is now based solely on the Brand's 'View Ticket Requires' setting.
Fixed: "Coverage Time" report can show percentages above 100% and coverage times as a negative number.
Fixed: "Coverage Time" report is including deleted groups and departments.
Fixed: Adding attachment to a ticket reply in the portal fails when the language is set to Italian.
Fixed: Brand custom messages are being over-sanitized by the HTML editor.
Fixed: Deleting Ticket Message draft causes an error.
Fixed: Editing a link at the bottom of the text field can open the Froala popup offscreen.
Fixed: Event emails with a non-email From address get stuck in the spool.
Fixed: Improved the accuracy of Live Chat Cost Reports.
Fixed: Sticky thread sticks to the top of all Community views, not just Recent.
Fixed: Typo in documentation for the "GetUsersProperties" API call.
Fixed: Unicode characters not correctly handled in outbound emails.
Fixed: When cloning a Knowledge Base article, the associated languages are not properly copied.
Removed: "Agent Used" column from the Canned Reply Popularity and Canned Reply Popularity Trend reports.
Removed: "Comments" column from Community reports.
Removed: "Created" reports for Canned Replies, Knowledge Base, and News.
Removed: "Events" reports for Canned Replies, Knowledge Base, and News.
Removed: "Flagged" column from the Canned Replies Contribution and Canned Replies Contribution Trend reports.
Removed: "Flagged" columns from the Knowledge Base Contribution and Knowledge Base Contribution Trend reports.
Removed: "Flagged" reports for Canned Replies, Knowledge Base, and News.
Removed: "Hits" column from the News Popularity reports.
Removed: "Last Used" from the Canned Reply preview header.
Removed: "Live Chat Incoming Message" and "Live Chat Message Out" settings in the Group Time Estimates tab.
Removed: "Modified" reports for Canned Replies, Knowledge Base, and News.
Removed: "Stale" reports for Canned Replies and Knowledge Base.
Removed: Group By "Employee" option for the Coverage Time report.
Removed: Total and Averages bottom bar from multiple reports.
Build 6989 (Feb 19, 2019)
Fixed: Searching the Insert Canned Reply modal doesn't work.
Fixed: When a News Item or Knowledge Base article is cloned, the new item copies all of the dates from the original.
Build 6984 (Feb 15, 2019)
IMPORTANT: Due to improvements to how search terms are indexed, we suggest reindexing your installation.
IMPORTANT: Due to the changes in the SmarterTrack database, you cannot downgrade or restore your installation to previous versions.
Added: "Last Used By" user and date information in Canned Reply preview headers.
Added: Ability to directly insert a canned reply from the Insert Canned Reply grid view.
Added: Ticket event condition for if a follow-up is scheduled.
Changed: Community search results are now sorted by last post date.
Changed: Modified the calculations for the Ticket Response Time report for more accurate reporting.
Changed: Report names in the report navigation tree are now simplified.
Fixed: "No Items Selected" modals are displayed with the title "Delete Confirmation".
Fixed: A recently deleted attachment does not get sent or displayed properly in a reply.
Fixed: Agent Group Activity Report could briefly display when switching between other reports.
Fixed: Agents not assigned to any groups can create new tickets, but have empty group and agent dropdowns.
Fixed: Agents who only have edit or create permissions for a KB subfolder, but not any of its parents, cannot select the folder to save a KB article in.
Fixed: Attachments don't properly delete from a ticket reply.
Fixed: Automatic time logging not working for chats.
Fixed: Business Hours and Holidays modals have the buttons on the left instead of the right.
Fixed: Canned replies edited with "Clear Formatting" have issues when inserted into a chat.
Fixed: Captcha image border color is not following the custom portal color settings.
Fixed: Chats sometimes do not pop out when using a MySQL database.
Fixed: Clearing the KB Helpfulness votes does not update the header until the preview pane is refreshed.
Fixed: Color selector when editing a chat link is cut off on the right.
Fixed: Dates may not be consistently converted to the same time zone if the user's time zone settings in SmarterTrack do not match the settings on their machine.
Fixed: Deleted custom fields are still shown as condition options when creating a new event.
Fixed: Email template validation is case sensitive when checking for required variables.
Fixed: Error message not displaying when trying to delete the default language.
Fixed: Error when trying to create a new signature.
Fixed: Files with a capitalized extension don't upload in chat even if the extension is in the allowed list.
Fixed: Folder dropdown when editing a canned reply is not properly sorted.
Fixed: Group and Department dashboards allow managers to see groups and departments they are not members of.
Fixed: If an agent has participated in a Chat Room, and then the permissions for the room are modified to exclude that agent, their chat icon will still turn yellow once new messages are added to the chat.
Fixed: If the default brand has SMTP set to "none", outbound emails without any specific department or brand information cannot be sent.
Fixed: If the UI auto navigates to the Users page, such as after a page refresh, the content pane shows the employees instead of the users.
Fixed: In the user details, selecting multiple chats or tickets and clicking the View button does not display a warning that you can only select one item.
Fixed: Live chat time logs cannot be edited or detached.
Fixed: Merging several tickets from a user's page triggers an error.
Fixed: On the Who's On page, the Live Chat Invitation action is not verifying that a user is selected.
Fixed: Searching the user list while it is still loading causes display issues.
Fixed: Some canned replies containing links are improperly cleaned when included in a ticket message, resulting in the message losing content when sent.
Fixed: Some words are improperly tokenized during search indexing and when performing a search.
Fixed: The edit Task windows are not opening with a consistent size.
Fixed: The Forms content pane is not properly HTML encoding special characters.
Fixed: There is extra padding above the quick search field for Tasks.
Fixed: Threads get marked as unread for an agent who modifies the status.
Fixed: Trying to start a chat in IE11 doesn't work.
Fixed: Users who should be able to view, but not create, tickets on the portal are not able to access the tickets section.
Fixed: When editing a POP account, the department dropdown is not sorted alphabetically.
Fixed: When upgrading SmarterTrack, if no supported language is selected as the default, generic English is added as the default language, even if there is already a generic English entry.
Fixed: When using MySQL and upgrading from version 11 or earlier, a SQL syntax error occurs.
Fixed: When viewing a thread, the clickable area for links in the right column extend beyond the link text.
Fixed: While creating a signature, the Insert Variables control disappears when the selection in a dropdown list is changed.
Removed: "Ticket Average Follow-up Response Time" report columns from multiple reports.
Build 6957 (Jan 29, 2019)
Added: "Replies Inserted Into Chats" column For Canned Reply Contribution, Canned Reply Contribution Trend, Canned Reply Popularity, and Canned Reply Popularity Trend reports.
Fixed: Can't create a new database when running with an alternate language and the server has the relevant language pack installed.
Fixed: Canned Reply "Inserted into Chats" are not logged, causing popularity reports to be inaccurate.
Fixed: For installs using MySQL, the Ticket Time Logs report is not correctly reporting if reports are billable.
Fixed: Forwarding messages from two different tickets - or using the Reply with Copy or Quote options from two different tickets - opens both in the same window, causing the first compose content to be lost.
Fixed: If the app pool doesn't have permission to access the App_Data directory, a fatal error is encountered during the setup wizard.
Fixed: Installs using MySQL may not fully log ticket, chat, and call log history details.
Fixed: Sending a ticket message when using MS Edge sometimes causes the formatting of the message - including line breaks - to be stripped.
Fixed: Tickets which have had a form sent can causes errors during the ticket purge process.
Fixed: When creating a Canned Reply, attempting to save without a title or body causes an endless spinner.
Fixed: When registering a user on the portal, the time zone selected is not properly saved.
Removed: Unnecessary date filters from the following reports: Flagged Canned Replies, Flagged KB Articles, Flagged News Items, Stale Canned Replies, Stale KB Articles.
Build 6948 (Jan 9, 2019)
Changed: Google Roboto font is now embedded in the project and no longer requires external internet connection to request the font.
Changed: Show error message if user tries to add an attachment with a name longer than 90 characters instead of automatically truncating the file name.
Fixed: Attempting to embed the interface in an iframe at a specific domain (example.com) does not work, but a subdomain (test.example.com) does.
Fixed: Deleting a custom field from the grid completely clears the grid.
Fixed: Editing or adding a User or Employee does not save.
Fixed: Error when trying to find duplicate attachments for News Items.
Fixed: Foreign Key issue when upgrading a MySql DataBase.
Fixed: Tasks not associated with a related item can be saved without an assigned agent.
Fixed: Text changes are not preserved after clicking save when the editor is in "code view" mode.
Fixed: The KB Articles Modified report indicates that all KB articles are getting modified multiple times per day by Internal System.
Fixed: Ticket purge can hang on deleting attachments within broken Zip files.
Fixed: Tickets created using the API are processed incorrectly for round robin assignment.
Fixed: When a ticket survey dropdown or Yes/No question is not answered, the summary shows that the question was answered with "- Choose One -".
Fixed: When integrating a button style chat link into an external website, using a predefined image causes the button to scale to fit the window.
Removed: "Dropdown with text" custom field type.
Build 6928 (Dec 20, 2018)
Fixed: "Load Default" for Auto Responders is visible for all tabs instead of just the Contents tab.
Fixed: Autoresponders not properly saving the "Browse KB Text" setting.
Fixed: If there is an autoresponder assigned to a department which is not connected to a brand, the database upgrade fails.
Fixed: In live chat surveys, dropdown custom fields that are required allow users to select "- Choose One -" as the answer.
Fixed: It is possible to get multiple toasts indicating that you are running the free edition.
Fixed: Menus aren't displaying properly when using a right-to-left language.
Fixed: MySQL syntax error during database upgrade.
Fixed: Resize panel motion is backwards when using a right-to-left language.
Fixed: Saving a knowledge base article without any languages selected causes an endless spinner.
Fixed: Selecting a Brand while editing or creating a signature causes an error.
Fixed: When running SmarterTrack in a sub path (such as http://example.com/support), attempting to add an action to an event triggers an error page.
Fixed: Yes/No custom fields are not showing in the user chat widget.
Removed: Google+ sharing links from knowledge base articles and news items.
Build 6922 (Dec 14, 2018)
Added: A "- Choose One -" type option to custom fields in the embedded chat.
Fixed: A user's avatar may be removed when their user settings are updated.
Fixed: Cannot open a chat listed as a related item on a call log.
Fixed: Chat popup windows are not consistently sized.
Fixed: Custom drop down fields are not properly selecting the default values in the client side chat interface.
Fixed: If there is an autoresponder that's not related to a department, the database upgrade fails.
Fixed: In the management interface, KB Feedback is displayed as raw text instead of HTML, resulting in HTML tags being visible.
Fixed: Merge and view buttons not showing up in the Userperview page.
Fixed: No error message for the user when an Admin tries to take a ticket in a group that they do not belong to.
Fixed: Sometimes, an admin modifying their own roles does not save properly.
Fixed: Styling in conversations in the Portal.
Fixed: The activate license modal has an unneeded scroll bar.
Fixed: The group drop down on the Ticket Transfer modal isn't sorted properly.
Fixed: The Role Required list when creating a community category is not sorted alphabetically.
Fixed: Ticket Messages with a <base> element break sending replies.
Fixed: When creating a call log, not selecting a group does not display the correct error message.
Fixed: When editing AutoResponders, changes to the associated departments are not properly displayed.
Fixed: When LastPass autofills logins, submitting a KB feedback or thread post can trigger Chrome to ask if you want it to remember your password.
Fixed: When switching conversations in the portal, text entered in the new message field for one message is carried over to the next.
Fixed: When Track is installed on a subpath (www.example.com/support) images in KB and News items don't work.
Removed: "Email comments of community posts in which I participate" user setting.
Build 6911 (Dec 3, 2018)
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.