HESK version 3.5.0 BETA (test version)

[Klemen]

We are happy to announce that a new version of HESK is ready for testing!

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WARNING: This is a BETA (test) version of HESK

This version of Hesk has been released for testing purposes only. It should not be used in a live environment!

This test version comes with zero guarantees and will likely change before final release. Use at your own risk!
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==> Release highlights
- Hesk now supports customer accounts; they can be disabled, optional or required
- service messages can now be displayed on multiple customer-side pages
- a barcode (C128, C39, QR code ...) can be added when printing tickets
- number of available custom fields doubled to 100
- staff can now bookmark tickets; you only see your own bookmarks
- improved mobile UI experience
- a lot of minor usability changes, bug fixes, and internal improvements (see full changelog at the bottom of this post)

==> Is this for me?

The BETA version is for testing purposes only. You should be familiar with the previous version of HESK (you have successfully installed an earlier version of HESK at least once).

==> How can I help?

Install HESK 3.5.0 beta in a test folder, test all features/settings as admin, staff, and customer, then come back and report any problems.

The more feedback we get, the sooner we will be able to release and support version 3.5.0 officially.

==> How to report a bug?

To report a bug, please:
- check at the bottom of this post if the bug is known,
- if not, reply to this topic,
- try to include as much info about the bug as possible, such as:

Operating system (Windows, Linux):
PHP version:
MySQL version:
Description of the bug:
Exact steps to reproduce the bug:

==> Download
Download HESK 3.5.0 beta 1 (click here)


==> Please report any bugs/problems/comments/feedback by replying to this topic


==> Full Changelog
- Hesk now supports customer accounts; they can be disabled, optional or required
- service messages can now be displayed on multiple customer-side pages
- a barcode (C128, C39, QR code ...) can be added when printing tickets
- when submitting a ticket or a reply, Hesk can now show a "Submitting, please wait" message
- display an error on the OAuth Providers page if cURL is not available
- copy/generate a public link to a ticket from the admin panel
- rich text editors now have anchor plugin enabled
- number of available custom fields doubled to 100
- staff can now bookmark tickets; you only see your own bookmarks
- staff can send a ticket email reminder to the assigned staff member
- added a "Download all" link to ticket attachments
- added IMAP option to disable GSSAPI authenticator (Kerberos error work-around)
- added a limit to the number of email recipients in a single email
- added closed at and ticket URL to ticket exports
- added option to include ticket history log in ticket exports
- added an easy way to load an extra custom Javascript file to Hesk admin
- when saving a KB article, show the article again rather than the category article list
- changed default unknown email extension from *.msg to *.eml to avoid issues with Outlook's MSG format
- add do_not_suggest=1 to disable suggesting KB articles when passing parameters to the submit a ticket form
- the "Require email to view a ticket" setting will now consider tickets with no emails
- fix: do not log the staff IP address as the client IP address when submitting a ticket from the admin panel
- fix: incorrect "last updated" timestamp shown in emails when customers reply to a ticket
- fix: third-party modified staff signature not updated until new login
- fix: SQL error with too long default URL user variable

[TuberPlays]

For the first look, it looks beautiful!

As a Feature Request (bothers me in recent HESK Versions): If a customer opened a ticket with his mail address my@domin.de and during the case answers to it with you@domain.de (but ticket tag in subject) HESK creates a new ticket instead add the reply to the current ticket.

Greetings!

[Klemen]

Noted, will consider.

Let's try to keep this topic reserved for reporting problems with the beta

[Paula Motorbike]

Hi Klemen,

I hope everything is going very well. First of all, congratulations on the work you are doing. All of us who love the Hesk project were eagerly awaiting this update, and it has finally arrived!!! Yesterday, as soon as I got the message that the beta was released, I rushed to install it. I didn't do much testing on Desktop because I am traveling, but I am testing it from my mobile phone and I noticed the new option to copy the ticket URL (copy ticket link) to view it as the client, and it doesn't work on mobile devices. It does work from the desktop.

On the other hand, I see that we can no longer add multiple email addresses separated by commas for a client, a function that was previously allowed. It is true that we can use CC, but there are times when clients want the information to reach several (more than two). The CC has to be entered manually, but since we have the client database, I think it would be very good to be able to add more than two emails separated by commas, as before. I also tried it from the client's side since they can change their email, but I couldn't complete it as I haven't been able to configure SMTP yet.

That's all for now. I will continue looking for bugs and reporting them.

Best regards,
Paula

[Paula Motorbike]

Sorry... I forgot to mention that in the Knowledgebase I didn't see any option for it to be visible only to registered clients. Maybe this is not a bug, and I know that new features go in another section of the forum, but since, as I mentioned earlier, we now have a customer database, it would be nice if we could select articles that only registered clients could view. I apologize if this is not the right place for this...

Kind regards,
Paula

[Klemen]

Hi Paula, thank you for testing and your feedback.

The knowledgebase can be made available for registered customers only like this:
1. go to admin panel > Settings > Help desk
2. under "Customer Accounts" select: "Enabled - Required to access (only logged-in customers can access the help desk and knowledgebase)"
3. save changes

This way, people will have to login and register before being able to view any part of the help desk, including the knowledgebase.

Thanks for the heads up about "copy ticket link" on mobile, will check.

Regarding multiple email: do you mean you need a single client to have multiple emails registered? This may be a bit tricky because of the new client set up and "Cc"-ing people might work better, but will look into it.

[shddcit]

Hello,

If there are blocked email addresses in Hesk, for example by the mask @gmail.com, then registration is obviously impossible. In this case, an error message is displayed:
"Error
Array"
Instead of "Array", a more meaningful message should be displayed to the user, for example:
"You cannot register a client account using this email."
Or something to that effect.

[Klemen]

Great find, thank you for reporting it! We will fix it.

[Paula Motorbike]

Regarding multiple email: do you mean you need a single client to have multiple emails registered? This may be a bit tricky because of the new client set up and "Cc"-ing people might work better, but will look into it.

Hi Klemen, thanks for your advice regarding the KB, I will try them out.

What I want to say is that we have clients who want the technical director, the engineer, and the accounting person to be copied.

In any of the previous versions, you could separate multiple addresses (manager@test.com, engineer@test.com, accounting@test.com, ...) and they would all receive it and could respond to the ticket according to their role.

Now it only allows one email address and I think adding the rest by CC is a good feature to add one more account, but sometimes more than two accounts are included and it can’t be done anymore. That is why I am asking if it would be possible to add accounts per client separated by a comma, as was done before.

It is very useful when several departments request to be informed

Thank you very much and best regards!
Paula

[Klemen]

Hi Paula,

The "requester" is always only one. However, "followers" (Cc) can be multiple; you can add multiple emails there, separated with a comma.

[michalhana99]

Hi, thank you for your work on hesk.
I will start testing tomorrow.

At the first sight:
1. I have optional account option but when I create a ticket for a client from admin panel it is not possible to fill the details but it is necessary to select from database or create a new contact. The same even if the account option is disabled

2. I would also like optional fields for account registration
For example, for companies, the user must enter a VAT number, etc

Thanks

[shddcit]

2. I would also like optional fields for account registration
For example, for companies, the user must enter a VAT number, etc

In this case, I suggest making custom fields for the registration form, both mandatory and optional, similar to the custom fields function when creating a ticket. This will add flexibility to the system. As you understand, among our clients, there are people who are not very savvy, and if they see an optional field, as you suggested, they may hesitate, call us, and ask questions like "is this necessary?... what is this?... where can I find it?... and so on."

[shddcit]

As I understand, the registration form is now the main page when a certain parameter is set. In that case, it would be useful to add an enable/disable link to the admin panel on that page.

Admin link: Add a toggle link to the admin panel from the help desk index.

[Klemen]

Thanks for the feedback so far, everyone!

1. I have optional account option but when I create a ticket for a client from admin panel it is not possible to fill the details but it is necessary to select from database or create a new contact. The same even if the account option is disabled

This is required due to the way customer data is now saved. Will see if we can improve it (make it easier) when accounts are not required.

2. I would also like optional fields for account registration
For example, for companies, the user must enter a VAT number, etc

I knew this will be a feature request We've added provisions to include custom fields for customer data in the future, but won't be in 3.5.0 yet.

As I understand, the registration form is now the main page when a certain parameter is set. In that case, it would be useful to add an enable/disable link to the admin panel on that page.

Makes sense, yes. When customer accounts are required to access the help desk, the default page is login/registration. The admin link should indeed be there instead of the index page.

[shddcit]

Hello,

Is it possible for you to make changes to the CSS so that the height of the table cells is not so large? As far as I remember, there are values of 20px at the top and 18px at the bottom. I think I will be supported here if you make changes from your side in the next updates to have 10px margins at the top and bottom. This looks more attractive and compact. I hope other users will support me.

In addition, I noticed that if you use more than two words in $hesklang['submit_ticket']='Submit a ticket'; for example, "Create a new request," then with the transfer to a new line in the drop-down menu in the upper right corner of the user's personal account, this text is displayed on the left side of the menu, not in the center.

I don't have any other observations at the moment.