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

Potentially Breaking Changes Upgrading From Version 4

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

Bug Fixes

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