Build 9448 (Nov 13, 2025)

• Changed: Disabled the Save button on the Live Chat -> Website Integration Script tab.
• Changed: Portal side password change form is now pre-filled with the username.
• Changed: Updated Two-Step Authentication to Two-Factor Authentication with styling and work flow updates.
• Fixed: An issue preventing several reports from displaying data.
• Fixed: An issue that could prevent some users from disabling Two-Factor Authentication.
• Fixed: Clicking Mark as Resolution on a Thread in the Community fails with a 401.

Build 9441 (Nov 6, 2025)

• Added: A note about how SQLite will not work with failover.
• Added: The ability for users to edit Portal conversations that will then display an "Edited" flag.
• Added: Two-Factor Authentication for Agents (My Preferences), Users (My Settings), and Administrators (My Preferences).
• Changed: Default password requirements to be more secure.
• Fixed: An issue that could keep failover servers from auto-creating.
• Fixed: Editing a Community Post with a run-on word can make the editor go off of the screen.
• Fixed: Images don't appear in News items unless you're logged in.
• Fixed: IMAP authentication fails when running on a FIPS compliant server.
• Fixed: MySQL query case mismatch.
• Fixed: Some display issues on Community Post, Edit, Move, and Delete buttons.

Build 9413 (Oct 9, 2025)

• Added: A variable so that a Follow-Up Date can be inserted into an email message for Event Actions.
• Added: An instance GUID on startup to prevent duplicate background threads from running.
• Added: HTML editors to Survey creation for more detailed Intro and Thank You text.
• Added: LetsEncrypt SSL Certificate creation into SmarterTrack.
• Added: New moderation page on the Portal that is accessed through the alert menu when there are things to moderate.
• Added: New Service log that records background operations that take longer than expected.
• Added: New Users/Organizations Role permissions.
• Added: Portal users can now hide conversations from their list until a new messages comes in.
• Added: Service.log that records any background operations that take longer than expected.
• Added: The ability to customize the Survey form page by Brand.
• Changed: Agent ticket/live chat text was modified to prevent broken HTML.
• Changed: Conversations in the portal have been updated to allow better control and management.
• Changed: Portal actions and side panels have been redesigned for easier navigation.
• Changed: Replaced an outdated variable with a new one for the default email template for 'Ticket Followup Scheduled'.
• Changed: The top bar in the Portal has been updated to more closely follow modern design patterns.
• Changed: Ticket surveys now have a one hour limit for the survey answer to be changed or updated.
• Changed: User Profile page in the portal cleaned to remove dropdown actions making navigation easier.
• Changed: Users without avatars configured (and without gravatar, etc) will now show a colored monogram instead of a generic user image.
• Changed: Viewing a user's profile in the Portal modified to make navigation and interaction with the user easier.
• Fixed: Banned community threads show "Administrator" as the reason when the reason isn't known.
• Fixed: Chat Auto Delete Thread errors when using MySQL.
• Fixed: Clicking on a menu item that has submenus sometimes closes the menu.
• Fixed: Editing a post with encoded characters in the subject does not properly show the decoded characters in the subject box.
• Fixed: Event action can show duplicates of the True/False options in the "Use Signature" option.
• Fixed: In some cases, the words "Login" and "Logout" were used where it should have been "Log In" and "Log Out".
• Fixed: Logging into the Portal sometimes does not close the login dialog on success.
• Fixed: Long lines with no spaces causes the interface to expand in Knowledge Base and Community Threads on the Portal.
• Fixed: Modifying an existing user results in error when using PostgreSQL.
• Fixed: Posting a reply to a thread that has a reply marked as Answer removes the answered status.
• Fixed: Survey Breakdown does not generate a new report for the date filter.
• Fixed: Survey Breakdown report sometimes will not show.
• Fixed: The message "The status of this thread has been changed since the last time you viewed it" appears when replying to a Thread in the Community even when the status wasn't changed.
• Fixed: Who's On density map page links are not set to the correct Google API Key if one has not yet been set.
• Security: SmarterTrack will now function properly on FIPS-compliant systems.

Build 9371 (Aug 28, 2025)

• Added: A Switch button for database conversion tests that allows administrators to immediately switch over to the newly-created test database versus running the full conversion again.
• Added: New Survey Results Report.
• Added: Reset button for Roles that resets all permissions to their defaults.
• Changed: Negative votes are no longer displayed for Community Threads.
• Changed: Sticky Community Threads now have a badge that says "Sticky" versus an icon.
• Changed: Survey Breakdowns is now one page instead of individual pages for each type of survey and Group By.
• Changed: Survey Performance Report now allows the Report to be grouped by Agents, Departments or Groups.
• Changed: The community homepage has been redesigned to make better use of space and allow for easier reading.
• Changed: The community moderation area has been redesigned to allow for easier use.
• Fixed: A Thread's subject can be encoded when viewed in the Community.
• Fixed: Average Idle and Longest Idle don't work as Event arguments in Chat Transferred or Chat Ended events.
• Fixed: Conversations page can break for Agents.
• Fixed: During a fresh install, entering a Failover License Key can cause an infinite spinning circle in Settings.
• Fixed: Moderation page in the Portal does not show reported replies under a thread initially created by a Moderator.
• Fixed: Posting to the Community using the latest version of Firefox can fail.
• Fixed: Sending messages to other users in the Portal fails when using Postgres.
• Fixed: Star Rating Preview click is off by one.
• Fixed: Ticket Attachment Size Custom Report doesn't work as expected.
• Fixed: Ticket Attachments can overlap when viewing a ticket in the Portal.
• Fixed: Top icons on the Portal don't wrap to a new line on some display sizes.
• Efficiency: GetModeration count queries was re-worked to be more efficient and accurate.
• Efficiency: News Items are now stored similarly to KB articles and Canned Replies so retrieving and displaying news items is more efficient.

Build 9343 (Jul 31, 2025)

• Added: A confirmation modal when removing agents from a group.
• Changed: Community thread editing is now performed on a separate page.
• Changed: The Live Chat coaching color has been updated for dark mode.
• Changed: The thread listing under the community page has been updated for better SEO.
• Changed: Updated the SMTP/POP/IMAP logs to hide Authentication CMD string and replace with a generic placeholder.
• Removed: Removed loading spinners during auto-search of KB articles when submitting a new ticket or thread post.
• Fixed: A corrupted user view state triggers repeated occurrences in the Error logs.
• Fixed: Agent passwords can be reset even when using AD/LDAP.
• Fixed: An issue could prevent Custom Date Time fields in Call Logs from saving properly when using the mobil app.
• Fixed: Deleting a user left their community posts in place and cause errors while attempting to remove them.
• Fixed: Deleting an agent does not actually remove the agent on Postgres.
• Fixed: Editing a question in the Single Submission survey could prevent it from saving.
• Fixed: Live Chat allows spaces in email fields, resulting in invalid address details.
• Fixed: Single Submission Survey email template fails to save.
• Fixed: Star surveys were reported as 4 stars instead of 5.
• Fixed: The Reply button dropdown in community posts displayed CSS code instead of the correct text.
• Efficiency: Optimized many portal actions to use fewer server and browser resources.
• Efficiency: Reduced database queries to improve loading speed for ticket attachments.
• Efficiency: Reduced database query loads when displaying community thread information.
• Security: Implemented various security fixes; updating to this version or later is highly recommended.

Build 9299 (Jun 17, 2025)

• Added: A new API call "GetAttachmentAllowedMaxSize" to get the maximum size allowed for attachments.
• Added: New date range options for Report Items used in custom reports. (E.g., Same Week Last Year)
• Added: New probation restriction for Community search results.
• Added: PostgreSQL database support.
• Added: PostgresSQL as a database conversion option.
• Added: The ability to call a webhook as an event action, giving administrators the ability to tie notifications to other applications.
• Changed: Community search results are always limited to 5 pages for users not logged in.
• Changed: Database conversion now allows administrators to convert to the same database type, except for SQLite.
• Changed: The "Avg. Time to Close" label to "Avg. Time Open" on the Ticket Handling Report to better represent what the data is indicating.
• Changed: Updated Froala HTML editor.
• Fixed: API call "AddMessageToTicketWithAttachments" is not sending attachments external.
• Fixed: Issue causing reports for "Agent Survey Performance" to show no data while connected to MySQL.
• Fixed: Issue causing the SQLite Database schema version not being set accurately, causing version mismatch when converting from other database types.
• Fixed: Issue that could cause attachments to not be added properly if the attachment already existed but was deleted from the attachments folder.

Build 9210 (Mar 20, 2025)

• Added: Ability to blacklist an IP from chats.
• Added: New User Probation tab for administrators in the Security section, allowing for better User permissions and handling of bans.
• Added: When banning a user, it's now possible to hide their posts and block their IP.
• Changed: Sitemap creation now uses HTTPS if "Force all traffic over HTTPS" is enabled.
• Changed: Sitemap will now exclude removed community posts.
• Fixed: API issue where the CC address is being ignored when using "AddMessageToTicketFromUser".
• Fixed: Attachment download link from the API is not working.
• Fixed: Auto purge thread breaks with exceptions.
• Fixed: Call Log Auto Delete thread fails.
• Fixed: Importing tickets is failing to process all bounce messages correctly.
• Fixed: Merging tickets on MySQL breaks.
• Fixed: Some types of email headers indicating bounces were not being interpreted as such.
• Fixed: The download link for the API GetTicketMessageAttachment Info displays an "invalid permission" message.
• Fixed: The error logs are being filled with error entries from the AutoPurge thread.
• Efficiency: Reduced network bandwidth and memory usage on queries involving Ticket messages.
• Translations: New translations added for the probation settings for proper display in other languages.

Build 9175 (Feb 13, 2025)

• File De-duplication to prevent SmarterTrack from keeping more than one copy of an attachment per area. (I.e., Tickets, Chat, etc.)
• Support for SQLite as the default database.

• Added: A new Database management page that shows information about the current Database.
• Added: Additional logging added for some missing MySQL queries.
• Added: Detailed logging for ticket attachments, missing queries and indexing.
• Added: The ability to convert the current database to a different supported database type from the Database Management page.
• Added: The portal’s social network options and icons have been updated to include Bluesky and Threads.
• Changed: Added meta tags for the Community search to block search engines from scrolling and indexing all pages.
• Changed: Improved how redirects are handled across various pages.
• Changed: Updated sitemap to exclude indexing of all community search tags.
• Fixed: A permissions issue with Task creation.
• Fixed: An issue occurred, triggering an error in the auto-purge thread for deleted departments.
• Fixed: Attachments are being blocked from being included in Event emails.
• Fixed: Background threads attempting to initiate while the setup wizard is open.
• Fixed: Certain SQL Database names could not be used.
• Fixed: POP imported tickets with special characters in the body display encoding errors.
• Fixed: POP/IMAP email settings, new Call Log/Ticket windows, and the Transfer modal are referencing departments that have been deleted.
• Fixed: Recent support tickets are not displaying correctly.
• Fixed: Some user caches are not clearing properly when a user is deleted.
• Fixed: The default Knowledge Base and News articles on new installations contain help links that are not secured with HTTPS.
• Fixed: Trying to send an image through the actions in Events does not display correctly in the inbox.
• Efficiency: Cleaned up sitemap creation to not include all of the community tags.
• Efficiency: Performance improvements across SmarterTrack.
• Efficiency: Updated the community performance for better use of caches (eg. The Community, Ticket Attachments, etc.)
• Translations: Updated Translations.

Build 9056 (Oct 17, 2024)

• Fixed: An issue affecting the Delivery Delay setting for Email which could cause a longer or shorter delay of ticket imports.

Build 9042 (Oct 3, 2024)

• Added: Support for IMAP events.
• Added: Tickets can now be imported from email using IMAP.
• Changed: Diagnostics page now matches other products.
• Changed: Updated geographic data.
• Removed: The save button from Diagnostics > Current Thread Status and Log Files tabs since there is noting to save on those tabs.
• Removed: The Save button in Email > POP and SMTP tabs since the save happens when creating the POP and SMTP accounts.
• Fixed: Agent role permissions are not enforced properly when creating Canned Replies.
• Fixed: An issue where "disabled thread" messages were incorrectly, and frequently, added to IMAP/POP logs.
• Fixed: Creating an agent with a 100+ character password causes an error.
• Fixed: Emails with German characters can occasionally break POP importing.
• Fixed: Multiple accounts (IMAP/POP) importing to the same department triggers a comment saying that the ticket is going to multiple departments.
• Fixed: The Download All attachments link can duplicate the files in the ZIP file.

Build 9007 (Aug 29, 2024)

• Administrators can now create their own Azure OAuth Connections using their own Microsoft client secret.

• Added: A warning when changing SMTP/POP OAuth account settings that Reconnect is needed when making changes.
• Added: Broken links detector now shows a warning on links that specifically reference HTTP instead of HTTPS.
• Changed: Error log for POP/SMTP Thread not running to clarify what caused the error.
• Changed: POP account form was cleaned up for OAuth to clarify the purpose of various input fields.
• Changed: Renamed the "Test Settings" button on the integrations page to "Test Translations" to better reflect what is being tested.
• Changed: Ticket Attachment Size does not generate immediately, but now shows for all time instead of a date range.
• Changed: Ticket attachment sizes now show in megabytes or kilobytes, depending on size.
• Changed: Ticket Attachments tab now has the option to show all attachments.
• Fixed: An issue that could cause an error when responding to a ticket with an email that was used in a deleted POP account.
• Fixed: An issue that could cause the Diagnostics page to break.
• Fixed: An issue that could cause the management Login page to break.
• Fixed: Autoresponders are not working after hours, despite being set to Always send.
• Fixed: Departments "Email Importing" shows last OAuth account set up.
• Fixed: Diagnostics page is showing a step of the AutoPurge Thread that is not accurate.
• Fixed: Orphaned Ticket cleanup removes the orphaned tickets' attachments from the database but not the files on the disk.
• Fixed: POP Settings does not show "Auth Username" after creating the initial connection.
• Fixed: Survey question configuration fails to load that type's configuration options the second time.
• Fixed: Ticket CC and BCC characters limit is being truncated.
• Translations: Updated translations.

Build 8979 (Aug 1, 2024)

• Added: New API's allowing attachments to be added to ticket messages.
• Added: New Audit report for Ticket Attachment Size.
• Added: New confirmation modal to the Diagnostics > Detailed Logging button.
• Added: Office hours can now be set for autoresponders.
• Added: The ability to create new Master Templates for system emails, email Event actions, and autoresponders that includes the ability set Master Templates by Brand.
• Changed: Email Action modal has been update to be cleaner and easier to use.
• Changed: Licensing page styling improved for readability.
• Changed: Master Templates are now being used for all outbound emails except for Ticket Replies, Reports, and Error Logs.
• Fixed: An issue that could cause some inbound Tickets to shows as HTML instead of plain text in the ticket communications tab.
• Fixed: Clicking on the IP in Who's On does not open the map.
• Fixed: Drafts of ticket replies can show underlined text.
• Fixed: Employees are unable to post links in the Community.
• Fixed: Google translations are not working.
• Fixed: Survey reports with any filter selected display a fatal error when generating the reports.

Build 8928 (Jun 12, 2024)

• Added: Homograph protection for Internationalized Domain Names.
• Added: When an Organization has a comment on it, show the comment on all tickets from members of that organization.
• Changed: Automated events now flag the email actions as autoresponses.
• Changed: Email verification now handles the Unicode period.
• Changed: If a received message From field has more than 10 email addresses in it, an autoresponder is not sent.
• Changed: POP and SMTP now check and use the auth methods that are supported by the mail server.
• Changed: POP will now check if the mail server supports UIDL, when "Leave On Server" setting is enabled, and will show an error if UIDL is not supported.
• Fixed: An issue that could cause a ticket to break the preview page making it unable to be interacted with.
• Fixed: An issue with Froala's Insert Image menu that causes the entire compose window to be highlighted and image is added as 3 attachments.
• Fixed: Broken Links are showing for some KBs when their links cause redirects.
• Fixed: Clicking on a message in the Spool pops up an empty page.
• Fixed: Event emails can be sent with no body/HTML content.
• Fixed: Opening a ticket from Microsoft Teams in a web browser and trying to add or delete a comment will cause the modal to not close.
• Fixed: Pop retrieval failures occasionally cause incomplete .EML files.
• Fixed: Strange errors can appear on the Self Diagnostic page.
• Fixed: Styling on the generic error page for the Portal.
• Fixed: The Edit buttons for KB feedback are not displayed properly in some browsers.
• Fixed: The size of Move dialog box is too small.
• Fixed: When creating/editing a Community post, some text is being set as a link when saving the post.
• Fixed: When editing KB Feedback, some HTML tags are displayed.
• Fixed: When the Department selector in Live Chat encounters an error, the error is not being displayed causing the page to look like nothing happens.
• Translations: Added missing translations.

Build 8853 (Mar 28, 2024)

• Added: Support for international domains across various areas, include POP and SMTP.
• Fixed: Attempting to open a live chat from the User Details window results in an "Oops!" page.

Build 8839 (Mar 14, 2024)

• Added: HSTS header for sites when "Force traffic of HTTPS" is enabled.
• Added: Items to SmarterTrack Search “exclusions” list.
• Changed: Event actions that support sending emails, like Send Reply to Ticket and Send Email, now use Froala.
• Changed: Popup windows updated to have consistent sizes.
• Changed: The "Post Links in KB Feedback" setting to "Post Links in Portal" to restrict link posting across the portal.
• Changed: Updated the New Ticket Sources report to include Tickets by API and Tickets by Chat Widget.
• Changed: User signatures now respect the post limit and Post link settings/permissions to prevent unauthorized links in signatures.
• Fixed: Issue that could cause Azure translations to fail.
• Fixed: Issue that could cause replies to tickets to fail to send under specific conditions.
• Fixed: KB and News attachments are not respecting the permissions set for News and KBs.
• Fixed: Radio Buttons and Multi Select Options do not work for Chat Surveys.
• Fixed: Some external sender warnings in the subject line are being duplicated during ticket replies in SmarterTrack.
• Fixed: The News Item could duplicate the Title text when Private, Draft, or Review is selected.