Version 4.0.0 – 4.0.9

Upgrade Documentation – Note upgrading requires you be on HelpSpot 3.2.12 first.

Major Features:

• HelpSpot Cloud – Hosting for HelpSpot provided by Userscape
• Native iOS/Android applications
• True multi-lingual support (UTF-8 character set support)
• Better search via SphinxSearch search engine
• See https://www.helpspot.com/new for more!

Additional features:

• Sidebar can search request history.
• Added user option – User can decide to make sidebar search full history by default
• Modified attachment handling so they are not lost when switching between public/private/external.
• CLI Commands now supported in HelpSpot!
  • attachments:tofile – Save database attachments to the filesystem
  • convert:base – Convert helpspot 3 database to helpspot 4 database
  • convert:requests – Convert requests to UTF8 for helpspot 3 to 4 update
  • search:config – Generate configuration for Sphinx serach engine
  • update – After installing new HelpSpot files, run this command to update HelpSpot, useful for automating the update process
  • db:exists – Test if HelpSpot database (as configured in config.php) exists and has HelpSpot data within it
  • reset:email-templates – Reset email templates to “factory defaults”
• Improved the markdown handling
• Ability to add attachments to responses.
• Added replying to notifications as public responses back to customer
• API error responses for merged requests now returns the request ID of the correct request. Developer Note: API errors can now return meta data about the request $this->_error(208, ”, [‘field_name’ => ‘some_value’]);
• Added additional email loop protection – HelpSpot ensures it is not emailing itself
• Added private.meta – api call for getting basic details on the installation
• Added private.util.getAllStaff – gets all staff ever in the install
• Added private.util.getStaffPhoto – base64 of staffer image. Expects xPerson passed in via get
• Viewing of closed requests now tracked and displayable
• Improved display of currently viewing. Now shows in the workspace grid.
• Added grouping by customer id and customer email to requests over time and total over time reports
• Support for Outlook’s [mailto: example@domain.com] format in forwarded emails.
• Filter has new “last update by” column, to show if last update (of any kind) was done by staff, the system or a customer.
• Custom fields of type date or datetime in email defined as ##hs_custom
  :1234567890## can now parse human-readable dates, such as: ##hs_custom
  :11/13/1984 11:59:00## (the date format there can vary greatly and still be parsed accurately).
  
• Added LDAP library that’s easier to use for Authentication and Live Lookup.
• Added private.request.markRead and private.request.markUnRead (only usable for requests assigned to the user)
• Implemented Google’s latest reCAPTCHA on public portal
• Added private.request.markTrash – mark a request as trash
• Added private.request.markSpam – mark a request as spam
• Removed fTrash flag option from private.request.create and private.request.update
• Added skipCustomChecks to private.request.create and private.request.update – allows custom field checks to be skipped
• Added private.response.listAll – returns a list of all responses
• Added private.response.usersMostCommon – returns the top 10 responses used by a user
• Added private.response.get – returns a response
• Added webhooks to triggers and automation rules (need to document sample of what’s POST’d perhaps in api docs?)
• Added ##hs_request_id:012345## email parser tag to assign update to an existing request ID, useful if automated systems (e.g. eBay support) strips out the {12345} request ID tag from the subject line
• Removed spellcheck module in TinyMCE wysiwyg in favor or browser-based spellcheck. All modern browsers now support this (including IE10+).
• Live Lookup now expects your xml to be in UTF-8.

Bug Fixes:

• Fixed users not receiving email on new, un-open requests.
• Fixed dtGMTClosed date when setting fOpen = 0 via api –
• Fixed a bug where clicking a predefined response parent folder would send the user to /null –
• Fixed a bug when activating a previously de-activated trigger with a quote in the name would trigger a js error. –
• Fixed a bug where some API calls that error could dump out invalid XML.
• Fixed word break in request history for IE9 – NOTE: Need to document the portal templates css change –
• Fixed the html to text conversion when quoting.
• Fixed bug when calculating minutes in reports.
• Fixed bug where multiple space-separated names in ##hs_customer_firstname## and ##hs_customer_lastname## email tags weren’t parsed correctly. For example fname: herbert walker and lname: bush would turn into fname: herbert and lname: walker bush.
• Fixed bug where trigger notifications to staff included incorrect REQUESTCHECKURL value
• Fixed bug with advanced tags encoding
• Fixed bug where setting batch status to active wouldn’t reopen the request.
• Fixed xss issue with customer information and extra fields.
• Improved on styling for minor issues
• Improved cache handling for images retrieved behind authentication
• No longer url-encoding mailbox folder (INBOX and subfolders) so customers can include sub-folder mailboxs such as INBOX/helpspot.
• Fixed KB title to be converted to htmlentities on save.
• Fixed cdata in multiple results of LL
• Fixed toggling of tags in responses
• Fixed ability to set out of office forwarding to yourself. Basically anyone except the current staff you are editing.
• Fixed issue where if you was subscribed to two tickets and later they became merged. You were subscribed twice.
• Force logout users when marking them as inactive from admin.