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osTicket 1.10

Major New Features

Internationalization, Phase III

screen shot 2014-10-18 at 11 40 38 pm

Phase III of the internationalization project is the next major advancement of osTicket language support. The greatest improvement is that all administratively customizable content. While this is a great last mile for many multilingual support teams, we've also revisited the client interface main pages as well as the knowledge base on both the client and staff panels.

  • Elect primary and secondary languages
    • Any language can be the primary, any number of languages can be secondary
    • English-US can be disabled
    • Order of secondary languages is sortable and controls flag order
  • All content is translatable to secondary languages
    • Help Topics
      • Alphabetic sorting happens after translation
    • SLA Plans
    • Departments
    • Custom Forms (and all configurations such as placeholders)
    • Custom Lists
      • Items
      • Properties and configurations
    • Site Pages
    • FAQ Categories
    • FAQ Articles
      • Common attachments (available for all translations)
      • Per-language attachments
    • Content such as welcome emails and password-reset emails
  • Olson timezones are used instead of GMT offset
    • Auto-detect support for agent and client timezone
  • Time and date formats can be automatic by locale preference now.
    • Locale preference is the default
    • Locale preference with forced 24-hour time is also an option
    • Advanced format is also possible using the intl library and sprintf as a backup
    • Formats including the day of the week are localized
    • Chinese and Arabic formats using alternate day, month, and year digits and separators are now automatic.
  • Client portal has HTML headers indicate search engine links to pages of other languages, as well as the Content-Header HTTP header to indicate the intended audience
  • Spell check in text boxes, textareas and rich text editors should respect the language of the content being edited

Tasks

screen shot 2015-05-06 at 12 36 14 pm

Tasks are sub-tickets which can be created and attached to tickets as well as created separately. Tasks have their own assignees, department routing and visibility, due date, and custom data. Tasks have their own threads and can have a list of collaborators. All in all, tasks may very well be the greatest advancement of osTicket since the advent of the ticket itself.

New Advanced Search

screen shot 2015-05-13 at 12 35 15 pm

The advanced search feature is rewritten to address several shortcomings of the original feature as well as a host of new features including

  • Search by any field, built-in or custom
  • Save your searches
  • Advanced search is shown as a new queue
  • Current advanced search criteria is maintained between searches
  • Sorting options are relevant to queue and preference remains after navigation between queues

Minor New Features

Thread editing

screen shot 2015-03-20 at 6 56 10 pm

Thread items can now be edited. The original entries are preserved and are accessible via a thread item's "History". Items can be resent with or without editing them, and a signature selection is available when resending.

Roles, and custom extended access

screen shot 2015-05-03 at 9 05 12 pm

The group permissions component has been offloaded to a new component, named "Roles". Roles allow for naming a set of permissions. Agents now have a "Primary Role" which defines their access to global things like the user directory and their access for their primary department. Each department granted via "Groups" is allows to be linked to a distinct "Role". This allows granting Read-Only access to some departments, for instance.

Improved knowledge base interface

screen shot 2014-10-18 at 11 55 58 pm

  • "Featured" articles show on the front page
  • Knowledge base search on front page
  • Translatable content
  • Locale-specific attachments

Multiple forms and disable individual fields for Help Topics

Help Topic configuration has a new super feature. Multiple forms can now be associated with each help topic, and the order the forms should appear for new tickets and editing tickets is configurable. Previously, the custom forms were always rendered above the "Ticket Details" form; but now it's completely customizable. What's more is that individual fields including the issue details can be disabled for any help topic.

Department hierarchy

Departments are now nestable. All departments can have a parent department, and the hierarchy is arbitrarily nestable. Access is cascaded so that access to a parent department automatically extends access to all descendent departments.

Image annotation

screen shot 2015-05-04 at 9 07 38 pm

Images can be annotated to add simple shapes like ovals, boxes, arrows and text. Annotates can be committed, and a new image is created from the annotations; however, annotations can still be edited before the thread post is submitted. Annotations are supported for both clients and agents, and the images can be selected from the ticket thread, so images already posted can be easily marked up.

Variable context type-ahead

screen shot 2015-04-20 at 4 32 58 pm

When editing content which uses variables, such as a thank-you page or an email template, variable placeholders now use a type-ahead feature. This new pop out significantly improves the connection between which variables are available in which templates. It also allows for adding significantly to the variable library without relying on exhaustive documentation to convey this information. Some new variables include

  • User lists, such as department members, team members, and collaborator lists
  • Lists can be rendered as names, emails, or both
  • Dates are format-able to time, short, full, and long
  • Dates can be humanized to something like in about an hour
  • Dates can be auto localized and formatted to the recipients locale and time zone selection
  • Attachments to thread items and custom fields can be attached via variable (e.g. %{message.files})

Redesigned list management

Simplified, tabular, paginated view of list items, with mass actions

The list management feature has a significant overhaul to accommodate larger lists. It also provides a heads display of list item properties as well as AJAX updates. CSV import and pagination have also been added as well as mass enable, disable, and delete.

Pluggable filter actions

screen shot 2015-05-04 at 8 59 32 pm

Filter actions are now far more flexible allowing for more elaborate and creative filter actions to be created. A new filter action has been added as an example of future possibilities: send an email. The new feature allows for ticket filter actions to be defined without modification to internal table structures, and even allows actions to be created via plugins!

Actions are also sortable and performed in the order specified, which allows doing something like sending an email before rejecting the ticket.

Other Improvements

Custom Data

  • Fields have more granular access configuration. View, edit, and requirement can be enabled individually for both agents and end users
  • Fields can be marked for required for closed. Therefore they can inhibit closure of a ticket without a valid value.

Export

The agent's locale is considered when exporting CSV and semicolon separators are used where necessary

User Interface

The subject line and many other text fields around the system are truncated by the browser, which fixes early truncation for some language with long Unicode byte stream, such as Chinese.

Improved lock system

The ticket lock system uses a code now which is rotated when updates to tickets are submitted. This helps prevent unwanted extra posts to tickets. A new annoying popup is displayed when viewing the ticket and the lock is about to expire.

Draft system

The draft system has been rewritten to reduce the number of requests to the backend and to reduce the dreaded "Unable to save draft" popup

ORM

The database query system is being redesigned to use an object relational mapper (ORM) instead of SQL queries. This will eventually lead to fewer database queries to use the system, cleaner code, and will allow the use of database engines other than MySQL. The ORM was originally introduced in osTicket v1.8.0, but has seen the greatest boost in capability in this release. About 47% of the SQL queries are removed between v1.9.7 and v1.10

osTicket v1.9.12

Improvements

  • Fix missing search box adding user to organization (#2431)
  • Fix incorrect update time on FAQ view in staff portal (194f890)
  • Fix incorrect parsing of some multi-part MIME messages (fe62226)
  • Fix auto-claim for new ticket by staff if a filter added a canned response (eca531f)
  • Fix malformed results on remote user search when adding users (#2335)
  • Fix search by ticket number on client portal (#2294)
  • Fix association of user email without a domain to an organization without an email domain setting (#2293)

Performance and Security

  • Revert poor performing ticket stats query (#2318)

osTicket v1.9.11

We skipped v1.9.10 to avoid confusion with v1.10 (the major release coming out at the same time)

Enhancements

  • Log to syslog on php mail() error (#2128)
  • Full path of help topics shown in filter management (3d98dff)
  • Auto rebuild the search index if %_search table is dropped (#2250)
  • New version available message in system information (0cca608)

Improvements

  • Fix appearance of <div> in user names (regression in v1.9.9) (be2f138)
  • Out-of-office notification does not clear closing agent (#2181)
  • Fix check for departments limiting assignees to members only (#2143)
  • Fix signal data pass by reference (#2195)
  • Fix template variables not rendering in href attributes (#2223)
  • Fix missing custom data for new users (#2203)
  • Fix incorrect cli option expansion (#2199)
  • Properly encode To header for php mail() sends (857dd22)
  • Fix incorrect message body when fetching TNEF emails (0ec7cf6)
  • Fix layout of some tables in PDF export (cef3dd3)

Performance and Security

  • Fix XSS issue on choices field type (#2271)

osTicket v1.9.9

Enhancements

  • Properly balance stripped and invalid HTML (#2145)
  • Add MANIFEST file to deployment process and retire duplicate code for packaging (#2052)

Improvements

  • Fix inability to configure LDAP and S3 plugins (regression) (59337b3)
  • Fix incorrect whitespace in search indexed HTML content (#2111)
  • Add support for invalid multipart/relative content type (aaf1b74)
  • Force line breaks for very long HTML lines (56cc709)

Performance and Security

  • Fix slow query for ticket counts for large datasets (c4ace2d)
  • Fix slow thread load query (thanks @torohill) (7b7e855)

osTicket v1.9.8.1

Enhancements

  • Add option to disable email address verification

Improvements

  • Fix crash upgrading from osTicket v1.6

osTicket v1.9.8

Enhancements

  • Update user information for existing users when importing CSV (#1993)
  • Agent names are consistently formatted and sorted throughout the system (#1972)
  • Memcache session backend support. (See include/ost-sampleconfig.php) (#2031)
  • Email domain validation includes DNS record verification (#2042)
  • Make ticket queue selection sticky (aa2dc85)

Improvements

  • Fix incorrect mapping of ISO charsets to ISO-8859-1, thanks @nerull7
  • Fix unnecessary drop of ticket CDATA table because of update to deleted field (#1932)
  • Fix inability to create or update organization custom data (#1942)
  • Fix inability to update some fields of user custom data (#1942)
  • Fix filtering user custom data for email tickets (#1943)
  • Fix missing email headers resulting in incorrectly threaded emails when delivered (#1947)
  • Cleanup file data when removing custom file uploads (#1942)
  • Fix crash when exporting PDF and PHAR extension is not enabled
  • Fix crash processing some TNEF documents (89f3ed7, #1956)
  • Fix handling of GBK charset when gb2312 is advertised (#2000)
  • Fix link to client ticket listing when logged in, thanks @neewy (#1952)
  • Disambiguate staff and collaborators when processing a some emails (#1983)
  • Fix several i18n phrase and layout issues (#1958, #1962, #2039)
  • Improve detection of some bounce notices with alternative content (#1994)
  • Fix image URL rewrite when pasting existing images, from a KB article for instance (#1960)
  • Preserve internal note formatting on new ticket by staff if HTML is disabled (#2001)
  • Touch organization updated timestamp on custom data update (#2007)
  • Fix deployment on Windows® platforms, thanks @yadimon (#2033)
  • Fix upgrade crash if retrying an old, failed upgrade from v1.6 (#1995)
  • Fix corruption of some html content (9ae01bf)

osTicket v1.9.7

Enhancements

  • Remote IP is logged for staff replies (#1846)
  • Add option to require client login to view knowledge base (#1851)
  • Internal activity alert, replacing the internal note alert, includes alerts of responses made by other agents (#1865)
  • Email system now uses LF instead of CRLF as the default (#1909)
  • Mass actions for user directory (#1924)
  • Unassign tickets on transfer if current assignee is not a member of the new department and the department has "Restrict assignment to members" enabled (#1923)

Improvements

  • Clear overdue flag when a ticket is closed, thanks @A-Lawrence (#1739)
  • Clear attached file listing on client post (regression) (#1845)
  • Delete ticket custom data on delete (#1840)
  • Trim whitespace from filter match data on update (#1844)
  • Fix dropping of custom data on API post (#1839)
  • Fix advanced search on create date (#1848)
  • Fix initial load and pagination of dashboard page (#1856)
  • Fix incorrect internal/public category setting in drop down for new FAQ (#1867)
  • Add UTF-8 BOM to CSV export for correct Unicode detection (#1869)
  • Fix not considering the setting for alert assigned on new message (#1850)
  • Skip new activity notice if collaborator(s) included in email To or Cc header (#1871)
  • Fix inability to uncheck a custom data checkbox (#1866)
  • Fix advanced search for unassigned tickets (#1857)
  • Fix navigation warning if not using the lock feature (#1898)
  • Fix detection of message of some bounce notices (#1914)
  • Fix SQL alert with multiple Message-ID headers (#1920)
  • Add a warning if attempting to configure archiving for POP accounts (#1921)
  • Fix missing UTF-8 output encoding header for staff control panel (#1918)
  • Fix z-index issue between popup previews and modal dialogs (#1919)
  • Record imported file backend when importing files (f1e31ba)

Performance and Security

  • Fix XSS vulnerability in sequence management (88bedbd)
  • Defer loading of thread email header information when loading ticket thread (#1900)

osTicket v1.9.6

Enhancements

  • New Message-Id system allowing for better threading in mail clients (#1549, #1730)
  • Fix forced session expiration after 24 hours (#1677)
  • Staff panel logo is customizable (#1718)
  • Priority fields have a selectable default (instead of system default) (#1732)
  • Import/Export support for file contents via cli (#1661)

Improvements

  • Fix broken links in documentation, thanks @Chefkeks (#1675)
  • Fix handling of some Redmond-specific character set encoding names (#1698)
  • Include the users name in the "To" field of outbound email (#1549)
  • Delete collaborators when deleting tickets (#1709)
  • Fix regression preventing auto-responses for staff new tickets (#1712)
  • Fix empty export if ticket details form has multiple priority fields (#1732)
  • Fix filtering by list item properties in ticket filters (#1741)
  • Fix missing icon for "add new filter", thanks @Chefkeks (#1735)
  • Support Firefox v6 - v12 on the file drop widget (#1776)
  • Show update errors on access templates (#1778)
  • Allow empty staff login banner on update (#1778)
  • Fix corruption of text thread bodies for third-party collaborator email posts (#1794)
  • Add some hidden template variables to pop out content (#1781)
  • Fix missing validation for user name and email address (#1816, eb8858e)
  • Turn off search indexing when complete, disable incorrectly implemented work breaking, squelch error 1062 email from search backend (afa9692)
  • Fix possible out of memory crash in custom forms (#1707, 0440111)

Performance and Security

  • Fix generation of random data on Windows® platforms (#1672)
  • Fix possible DoS and brute force on login pages (#1727)
  • Fix possible redirect away from HTTPS on client login page, thanks @ldrumm (#1782)

osTicket v1.9.5.1

Improvements

  • Fix file.php to serve files added to system before osTicket v1.9.1
  • Fix file.php to serve files if client panel or system is offline
  • Fix popover download of inline images
  • Avoid de-duplicating zero-length files
  • Send new message alert to team members if not assigned to an agent
  • Fix import of users to organization not setting the organization
  • Fix redactor toolbar showing over the date picker (#1450, thanks @Chefkeks)

Performance and Security

  • Fix XSS vulnerability in client language selection

osTicket v1.9.5

Enhancements

  • Add support for organization vars in templates (%{ticket.user.organization...}) (#1561)
  • Canned responses feature can now be disabled (#1562)
  • Drop link redirection through l.php (#1640)
  • Use unified file download script (#1641). Links can now be shared with external users and accessed without authenticating.
  • Ticket filters support matching and banning based on the Reply-To user information (#1645)

Improvements

  • Remove custom data when users are deleted (#1492)
  • Fix matching of ticket number in subject (regression in v1.9.4) (#1486)
  • Several minor translatable strings (#1441, #1489, #1560), thanks @Chefkeks
  • Fix invalid UTF-8 chars PDF error for empty thread title (regression in v1.9.4) (#1512)
  • Consider auto response checkbox and department setting for new ticket by staff (#1509)
  • Fix PHP crash if finfo extension is missing (#1437)
  • Fix export of choice field items (#1436)
  • Properly handle alert and auto response flags from API (#1435), thanks @stevepacker
  • Fix current value of choice fields if set to boolean false (#1466)
  • Do not reopen tickets for automated responses (#1529)
  • Properly handle uppercase file extensions in file field configuration (#1549)
  • Fix release of ticket lock when navigating away from ticket view (#1552)
  • Display FAQ article consistently on client portal (#1553)
  • Avoid wrapping password reset URLs on text emails (#1558)
  • Fix field requirement for clients when only required for agents (#1559)
  • Fix language selection for new email template group (#1563)
  • Fix incorrect status of new ticket if opened as closed and assigning to an agent (#1565)
  • Forbid disabling the only active administrator (#1569)
  • Searching for tickets searches to midnight of the end date (#1572), thanks @grintor
  • Fix rejection of tickets by filter, even if a previous matching filter would stop on match (#1644)
  • Fix matching of User / Email Address in ticket filters (#1644)
  • Properly HTML escape thread bodies when quoting (#1637)
  • Use department email for agent alerts (#1555)
  • Skip team assignment alert on new ticket if assigned to an agent (fddb3c7)
  • Use custom form name as the page title when editing (#1646)

Performance and Security

  • Fix possible XSS vulnerability in sortable table view pages (#1639)

osTicket v1.9.4

Major New Features

  • New ticket states (resolved, archived, and deleted) (#1094, #1159)
  • Custom ticket statuses (#1159)
  • Custom ticket number formats (#1128)
  • Full text search capabilities (beta)
  • Multiselect for choice fields and custom list selections
  • Phase II Multi-Lingual Support (User Interface) (see http://i18n.osticket.com and http://jipt.i18n.osticket.com) (#1096)
    • Active interface translations of 46 languages currently
    • Popup help tip documentation in all languages
    • Flags displayed on client portal for manual switch of UI language by EndUsers
    • Automatic detection of enduser and agent language preference as advertised by the browser
    • Improved PDF ticket printing support, including greater support for eastern characters such as Thai, Korean, Chinese, and Japanese
    • Proper support for searching, including breaking words for languages which do not use word breaks, such as Japanese
    • Proper user interface layout for right-to-left languages such as Hebrew, Arabic, and Farsi
    • Right-to-Left support for the HTML text editor, regardless of the viewing user’s current language setting
    • Proper handling of bidirectional text in PDF output and in the ticket view

Enhancements

  • Plugins can have custom configurations (#1156)
  • Upgrade to mPDF to v5.7.3 (#1356)
  • Add support for PDF fonts in language packs (#1356)
  • Advanced search improved to support multiple selections, custom status and flags

Improvements

  • Fix display of text thread entries with HTML characters (<) (#1360)
  • Fix crash creating new ticket if organization custom data has a selection field (#1361)
  • Fix footer disappearance on PJAX navigation (#1366)
  • Fix User Directory not sortable by user status (#1375)
  • Fix loss of enduser or agent priority selection on new ticket (#1365)
  • Add validation error if setting EndUser username to an email address (#1368)
  • Fix skipped validation of some fields (#1369) (regression from rc4)
  • Fix detection of inline attachments from rich text inputs (#1357)
  • Fix dropping attachments when updating canned responses (#1357)
  • Fix PJAX navigation crash in some browsers (#1378)
  • Fix searching for tickets in the client portal (#1379) (regression from rc4)
  • Fix crash submitting new ticket as agent with validation errors (#1380)
  • Fix display of unanswered tickets in open queue (#1384)
  • Fix incorrect statistics on dashboard page (#1345)
  • Fix sorting by ticket number if using sequential numbers
  • Fix threading if HTML is enabled and QR is disabled (#1197)
  • Export ticket created date (#1201)
  • Fix duplicate email where a collaborator would receive a confirmation for his own message (#1235)
  • Fix multi-line display of checkbox descriptions (#1160)
  • Fix API validation failure for custom list selections (#1238)
  • Fix crash adding a new user with a selection field custom data
  • Fix failed user identification from email headers if References header is sorted differently be mail client (#1263)
  • Fix deletion of inline images on pages if draft was not saved (#1288)
  • Fix corruption of custom date time fields on client portal if using non US date format (#1320)
  • Fix corruption of email mailbox if improperly encoded as ISO-8859-1 without RFC 2047 charset hint (#1332)
  • Fix occasional MySQL Commands OOS error from ORM (#1334)

Performance and Security

  • Fix possible XSS vulnerability in email template management (#1163)

osTicket v1.9.3

Enhancements

  • Redactor link dialog has a few common links selectable (#1135)

Improvements

  • Fix missing %{recipient} variable used in canned reply (filters) (#1047)
  • Fix %{ticket.close_date} variable in email message templates (#1090)
  • Fix timezone offset used in time drop down (#1103)
  • Fix premature session expiration (#1111)
  • Correctly tag emails with source email (#1104)
  • Correctly handle custom data for help topics (#1105)
  • Fix validation and display issues for email mailboxes with system default priority and department (#1114)
  • Fix crash when rendering custom list drop-downs with retired list items (#1113)
  • Avoid system alert notices bouncing and creating tickets (#1115)
  • Redactor no longer shortens URLs (#1135)

Performance and Security

  • Fix XSS vulnerability in user name (#1108, #1131)

osTicket v1.9.2

Enhancements

  • Help topics have super powers (#974)
    • They can be arbitrarily nested
    • They can be manually sorted
    • Admins can select a system default help topic
    • They can inherit the form from a parent
  • Form data entered to custom forms is preserved when switching help topics
  • Update to Redactor 9.2.4 (http://imperavi.com/redactor/log/)
  • Using canned responses no longer requires [Append] click (#973)
  • Guests can sign out (#1000)
  • Filter by custom list item properties (#1024)
  • Time selection is based on admin configured time format (#1036)
  • (Optionally) clients can access tickets without clicking email link (#999)
  • Introduction of signals for mail filter plugins (#952)

Improvements

  • Fix a few glitches on site page management (#986)
  • Fix saving department alert recipients (#985)
  • Fix assignment to account manager regardless of setting (#1013)
  • Fix dialog boxes on some PJAX navigations (#1034)
  • Help topics are properly sorted in FAQ management (#1035)
  • Fix MySQL commands out-of-sync triggered by the ORM (#1012)
  • Clients can follow email links from multiple tickets (#1001)
  • Workaround for PHP variable corruption issue (#917, #969)
  • All other improvements cited in v1.8.3

Performance and Security

  • Fix XSS vulnerability in phone number widget (#1025)
  • Fix several XSS vulnerabilities in client and staff interfaces (#1024, #1025)

osTicket v1.8.4

Improvements

  • Fix misleading and incorrect custom form management pages (#919)
  • Fix linked external image tag corruption (#936)
  • Fix multiple [Show Images] button for external images in client interface (e4b721c)
  • Properly handle email address personal names with commas (#940)
  • Organizations can define a website now (13312dd)
  • Correctly handle email headers with leading tabs (RFC 2047) (#895, #953)
  • Implement %{ticket.user.x} for email templates and canned responses (#966)
  • Handle shameful X-AMAZON-MAIL-RELAY-TYPE invented by Amazon
  • Issue summary field type must have associated data (#987)
  • Fix %{recipient.ticket_link} for new message auto response (#989)
  • Fix corruption of %{company.name} on new ticket notice (#1002)
  • Fix signal data byref (#1037)
  • Correctly handle email priority headers (#491)
  • Fix mail header newline corruption with the Suhosin extension (#442)

Performance and Security

  • Fix XSS vulnerability in the phone number widget (#1025)
  • Fix several XSS vulnerabilities (#1025)

osTicket v1.9.1

Enhancements

  • [Draft Saved] box does not show if nothing entered yet (be38e8b)
  • Your Information is now translatable (b189b86)
  • Canceling new ticket also deletes drafts (2695dce)
  • A users organization can be updated (#955)
  • Users can be removed from an organization (#957)

Bugs

  • Fix confusing form view after adding a new form (#923)
  • Fix whitespace munging in emails if HTML ticket thread is disabled (#924)
  • Fix [loading] popup on form save (#925)
  • Fix URLs in emails linking through l.php (#929)
  • Fix crash on custom list view if there no properties defined (#935)
  • Fix handling of encoded email mailboxes with commas (#940)
  • Fix display of link, external images in the ticket thread (99e719d)
  • Fix crash submitting a new ticket with organization collaborators (7335525)
  • Fix handling of custom date and time fields (#944)
  • Fix PJAX detection of new deployment (a18bf0c)
  • Fix continual release of ticket locks after navigation (30a3d2)
  • Fix logout if following link from client email (bda2e42)
  • Fix un-editable organization website (13312dd)
  • Fix incorrect constant usage in User object (#958)

osTicket v1.9

Client Login and Registration

Setup flexible user registration policy for your help desk to match your needs. Users can register for accounts via the client portal and can now login with a username and password instead of email and ticket number. We also have a forgot-my-password link and several other new minor adjustments to the user profile.

External Authentication Support

Use third-party SSO to authenticate your users and staff. Initial support include OAuth2 and LDAP (v0.5 of the LDAP plugin is required)

User Directory

Search, view, and manage, even delete! contact information from the users from whom you receive tickets. Staff can also manually register users and even set an initial password. Users can also be imported and exported via CSV data.

Organizations

Organize your users together into organizations. Organizations can have internal owners ("Account Manager") and external owners ("Primary Contact"). The Account Manager can receive new ticket and new message alerts. Organization Primary Contacts and members can be automatically added to tickets as collaborators.

User and Organization Notes

Quickly view, edit, add and remove pertinent notes on your users and organizations

Form Management

Staff members can now add, delete, and sort forms attached to tickets, users and organizations as well as remove stale data where fields have been retired from active forms.

Custom Properties for Lists

Add properties to your list items and use it in your email templates and pages. For example create an address property to a list of locations. List items can also be disabled now, which causes them to be hidden from selection.

PJAX page loading

For browsers supporting PJAX, navigating around the system will see a performance improvement as javascript and css files are not re-parsed for each page load.

Redactor 9.2

Several new features including a floating editor bar as well better support for non-US keyboards

Minor Enhancements

  • Agent selection for assignment can be limited to the current department
  • Complete help tip documentation for the Admin panel
  • Email addresses can have an associated Help Topic
  • Alerts and Notices can be disabled per Department
  • Agent portal can have a login banner
  • Inline images are not displayed with the attachments in the ticket view
  • Original thread content format is saved (html or text)
  • Alerts and Notices support quoted response removal

osTicket v1.8.3

Enhancements

  • Support filtering based on help topic (#728)
  • Embedded images (rfc2397) are correctly supported (#740)
  • Allow regular staff members to show assigned open tickets on open queue (#751)
  • Support rfc1892 style bounce notices (#871)
  • Disable autocomplete on CAPTCHA fields (#821)
  • Show closed date on the closed ticket queue (#865)
  • Departments support assignment to members only (#862)
  • Department email selection is optional (#862)

Bugs

  • Fix error output on some systems if the i18n folder is not readable (#714)
  • Fix possible crash if an email has no body (#707)
  • Fix errors in download hash generation (#743)
  • Support two-character file extensions (#719)
  • Fix inline images with an invalid content id (#708)
  • Remove confusing false-positive banner and admin email for client login (#763, #765)
  • Fix detection of inline images without a cid: URL scheme (#779)
  • Fix crash sending fatal alert email (bdfb2f1)
  • Fix partial corruption of HTML @style attributes (#784)
  • Fix several CSS styles for the staff interface (#785)
  • Properly clear department selection from other settings on deletion (#792)
  • Users with ticket-edit rights can see the "Change Owner" option in the more drop-down (#799)
  • Links to new osTicket site are now correct (#808)
  • Fix incorrect ticket count on simple ticket search (#809)
  • Fix attachment size detection on systems with mbstring.func_overload set (#811)
  • Fix horribly incorrect TNEF stream parsing (#825)
  • Fix incorrect SQL query searching staff directory (91d65d9)
  • Properly trim user input for ban list entries (#837)
  • Ticket assignment alert can be disabled (#839)
  • Preserve newlines in long answer form fields (with HTML disabled) (a04c5e7)
  • Fix javascript error on form submission with empty date picker field (0013b40)
  • Fix images in message portion of the new ticket notice to end user (#842)
  • Send new internal note alert to assigned team members (#858)
  • Properly strip leading and trailing whitespace from text/plain emails (fa7a025)
  • Fix incorrect default template for ticket auto responses (97d6e25)
  • Canned responses can be disabled (120d90b)
  • Don't corrupt filters with selected, disabled teams, SLAs (120d90b)
  • Fix crash sending some alert emails (efa7311)
  • Fix HTML scrubbing with some content-ids (efa7311, eb5861f)
  • Squelch E_WARN from ContentAjaxAPI::getSignature (ed33d06)
  • @localhost is not a valid email address (f40c018)
  • Fix web.config for newly patched IIS setups (78a47c2)
  • Honor disabled assignment alerts for teams (#894)
  • Send out internal note alerts to assigned staff (and Team) if Agent closes the ticket with the note (#903)

Performance and Security

  • Fix cross site scripting (XSS) vulnerability in thread entry widget (9916214)
  • Mail parsing uses significantly less memory (#861)

osTicket v1.8.1.2

  • All fixes and enhancements from v1.8.0.4, plus *

Enhancements

  • Better detection of email loops (#584, #684)

Bugs

  • Fix selection of the auto-response email for a department (#666)
  • Don't require current password when resetting (#671)
  • Fix incorrect matchup of collaborators to users (#676)

osTicket v1.8.1.1

  • All fixes and enahncements from v1.8.0.4, plus *

Enhancements

  • Add signature to activity notice for staff replies (#605)
  • Show company name in the copyright footer (#586)
  • Signature is displayed below the staff response box (#609)

Bugs

  • Fix footnotes generated in html2text for same link text but different URLs (5e2f58d)
  • Fix processing of emails for existing users (#588)
  • Avoid adding an aliased system email address as a collaborator (#604, #627)
  • Show current staff / user names where possible (#608)
  • Fix display of forgot my password link (#611)
  • Export the value of custom fields (not the ID number) (#610)
  • Fix saving the backend with file metadata (#595)
  • Use the database as a failsafe attachment backend (#594)
  • Avoid a crash when sending some mails (#589)
  • Fix migrating attachments when upgrading from osTicket 1.6 (#614)
  • Email templates ship with the ticket number in the subject line (#644)
  • If inline images are stripped from the email, they are not considered attachments (#649, bcbebd0, 35a23be)
  • Fix incorrect Content-Id headers generated for inline images (23ce0a0, e37ec74)
  • New installs have the Staff group enabled (c7130c5)
  • Always show the ticket thread when following an email link (17725ca)

Security and Performance

  • Staff can only see closed tickets if they have access via group or primary department (#623, #655)
  • Fix incorrect honoring of ban list and over limit settings (#660)
  • Keep existing session after login (c4bfb69)
  • Fix password reset system (dfaca0d, #664)

osTicket v1.8.0.4

Enhancements

  • Departments can have a department if there are no members (#618)
  • Any valid email address can be used throughout the system (#673, e3adfaa)

Bugs

  • Preserve inline image floating in ticket thread (#612)
  • Recover from crash when creating new user accounts (#617)
  • Fix SQL error for some variable names on custom fields (#620)
  • Fix canned append in non-HTML mode (#621)
  • Fix stripping of leading zeros from phone numbers (#622)
  • Strip <?xml ... > processing instructions from html email (#628)
  • Disable error_reporting for releases (#630)
  • Fix crash during PDF generation for some PHP installations (#631)
  • Clicking away from popup tips closes them (#645)
  • FAQ last-modified time can be something other than midnight (#647)
  • Fix creeping widget sizes in create-user dialog (#648)
  • Usernames can have Unicode characters (#650)
  • If Auto-claim tickets is disabled, reopen tickets unassigned (#651)
  • New SLA's default to have alerts enabled (#654)
  • Fix creating ticket by staff without required contact-information fields (#656)
  • Fix crash viewing ticket in the client portal if no departments are public (#658)
  • Fix crash for some custom field configurations (#659)
  • Allow manual update of SLA to a transient SLA (#663, e37ec74)
  • Fix upgrade crash from some osTicket 1.6 installations (#687)
  • Fix over-stripping of some HTML element sections (#686)
  • Better detection of email loops (#584, #684)
  • Fix attachments from new ticket by staff to be associated with the response (#688)

Geeky Stuff

  • Persistent database connections are supported (#693)
  • Regression testing now tests for JS syntax errors (#669)
  • Add git version to the deployment script (#630)

Performance and Security

  • Staff can only see closed tickets if they have access via group or primary department (#623, #655)

osTicket v1.8.1

All fixes and enhancements from v1.8.0.3, plus

Enhancements

  • Ticket filters support matching on email To and Cc fields (#529)
  • Popup summary and collaborator list on ticket queue page (#521)

Bugs

  • New ticket by staff adds recipient and staff context to email templates (#527)
  • Forbid password reset for non-local users (#570)
  • Allow an administrator to lift the force password change flag (#570)
  • Locks are released on logout (#522)
  • Text email footnotes are written as [title][#] (7ccbf0c)
  • Fix several issues with display and download of attachments (#530)
  • Fix sending a reply email if requested not to (#531)
  • Only consider collaborators if the receiving system email is identified (#537)
  • Do not consider delivered-to addresses as collaborators (#544)
  • Assume iso-8859-1 MIME body encoding if not specified (#551)
  • Add new features to the storage API to implement Amazon S3 (#515)

Performance and Security

  • Support auditing login attempts (#559)
  • Avoid auth strikeouts when not attempting a login (#559, #523)

osTicket v1.8.0.3

Enhancements

  • Much better email bounce detection (#461, #474)
  • Microsoft® TNEF emails are supported (#555, 0890481, #567)
  • Handle messages forwarded as message/rfc822 content type (#482)
  • [Esc] key cancels popup dialogs (#465)
  • New ticket by staff workflow is simplified (#543)
  • Support regex matches in ticket filter (584465c)

Bugs

  • 'Priority' column is included in the ticket queue export (#451)
  • Retry queries on MySQL error 1213 (#493)
  • Client login email is not case-sensitive (398cbc7)
  • Drop silly border on text emails if HTML ticket thread is disabled (439a32a)
  • Fix ticket submission error if client is already logged in (#469)
  • Fix fetching from more than 10 mail accounts (#468)
  • Fix clickable links ending with punctuation (#497)
  • Fix whitespace mangling of Unicode text with non-breaking-spaces (#502)
  • Fix image size set to zero when images are added to drafts (#504)
  • Correctly detect php-dom extension (#503)
  • Fix delivery issue of emails delivered to group mailboxes (#510)
  • Fix E_STRICT annoyance from class.config.php (#518)
  • Fix dashboard report timeframe for non-US date formats (#520)
  • Fix dashboard report ending "period" (#520)
  • Fixup Message-Id and Delivered-To for encapsulated messages (#528)
  • Much better compatibility implementation of the mbstring module (#517)
  • Consider the delivered-to header in finding the system email (#535)
  • Ticket variables are available in templates regardless of case (#545)
  • Allow advanced search on any priority regression (#547)
  • Fix email address list parsing on bad MIME headers (#560)
  • Automatically detect file MIME type if not specified (ac42e62)
  • Fix login issue when upgrading from osTicket 1.6 (#571)
  • Fix attachment corruption on some documents like PDFs (#576)

Performance and Security

  • Reuse SMTP connections where possible (#462)
  • Enforce max file size for attachments sent via API (#568)

osTicket v1.8.1-rc1

Enhancements

  • Much better email bounce detection (#461, #474)
  • Handle messages forwarded as message/rfc822 content type (#482)
  • [Esc] key cancels popup dialogs (#465)
  • Support regex matches in ticket filter (584465c)

Bugs

  • 'Priority' column is included in the ticket queue export (#451)
  • Retry queries on MySQL error 1213 (#493)
  • Client login email is not case-sensitive (398cbc7)
  • Drop silly border on text emails if HTML ticket thread is disabled (439a32a)
  • Fix ticket submission error if client is already logged in (#469)
  • Fix fetching from more than 10 mail accounts (#468)
  • Fix deploy command-line application (#450)
  • Fix error email on upgrade (#452)
  • Ship with a plugins/ folder (90b0a65)
  • Fix file key not replaced in thread body correctly for de-duplicated files (#492)
  • Better handling of text and html thread posts (#508)
  • Fix clickable links ending with punctuation (#497)
  • Fix whitespace mangling of Unicode text with non-breaking-spaces (#502)
  • Fix image size set to zero when images are added to drafts (#504)
  • Correctly detect php-dom extension (#503)
  • Fix delivery issue of emails delivered to group mailboxes (#510)

Merged from v1.8.0.2

  • Log entry for password reset attempts (#435)

osTicket v1.8.1 (Preview)

Collaborator Support (CC)

In addition to the ticket owner, other end users can be collaborators on a ticket. Responses received from them are integrated automatically into the ticket thread, and emails are sent to all collaborators when new messages and responses arrive into the system. All collaborators have access to the ticket via the client portal and are able to log new messages.

Plugin management system

osTicket supports plugins via a (currently undocumented) simple plugin API and interface. Plugins can be written and distributed as files or unpacked via ZIP archives, or distributed via PHP PHAR files. The plugin system is developed in hopes of adding extensibility to osTicket without significant overhead. Initially, two "classes" of plugins are supported: authentication, and file storage.

Pluggable authentication

Staff members can now be authenticated against a backend other than the osTicket internal database. Available immediately is integration with LDAP (RFC-2307) and Microsoft® Active Directory. The initial authentication system also support user lookups, so when browsing for new users when creating tickets, your directory server will be queried for users and email addresses.

Pluggable attachment storage

Attachments can live outside the database again. You can now write or install a plugin to store your attachments somewhere other than in your database, and osTicket will use the backend to store and retrieve (or redirect to) your attachments. We've initially made a plugin available to store attachments on the filesystem and plan on adding an Amazon S3 plugin very soon.

Internationalization, Phase 1

Select your default data on installation, and select the language preference, as a staff member, for the help tips. You can also now select the language of the email templates when creating a new template. The templates for that language will be used instead of the English ones where translated versions are available.

Minor Enhancements

  • Clients can update their profile information on the web portal
  • Clients can update ticket details (if enabled)
  • Custom ticket-details fields are included in ticket queue exports

osTicket v1.8.0.2

Enhancements

  • HTML editor has an underline button (#377)
  • New ticket form pre-selects default priority (#400)
  • Help topics do not require an associated priority (#397)
  • Extra fields associated with help topics are shown above the ticket-details form (#398)
  • Auto-complete is supported on email address fields (#401)
  • Choice fields allow specification of a prompt and default value (#427)
  • Email template page makes templates easier to manage (#417)
  • New ticket user-lookup popup supports cancel (#434)

Bugs

  • Ticket locks are correctly released (#335)
  • Pages show inline images correctly (8a1f4e6)
  • Internet Explorer compatibility view is disabled for the scp (#368)
  • regression Staff no longer receive attachments on alerts (#379)
  • Emails correctly differentiate HTML and text versions (#212, #384)
  • Ticket queue counts are correct for limited users (#298, #389)
  • Phone number field might be a text box (#390)
  • Fix incorrect ticket rejection for new ticket by staff (#425)
  • Fix crash of cron executions on some platforms (#421)
  • realpath may fail on some Windows® platforms (#424, cff8db8)
  • Fix incorrect handling of typeahead list fields with leading numeric chars (#422)

Performance and Security

  • Ticket queue has significantly better performance (#357, #388, #413, a03dec5, 31bb4ac, e9a3b98)
  • Remove several unnecessary queries (#415)
  • Password reset attempts are logged (#435)
  • Handle garbage username input for password reset (344c95f)

Upstream 1.7 Commits

osTicket v1.8.0.1

Enhancements

  • Allow edit of user on the ticket open page (#291)
  • Display complete contact information to lookup dialog (07ec37d)
  • Clarify mysqli extension requirement on install and upgrade pages (#309, 334461e)
  • Add option to display unprocessed name (original) (#323)

Bugfixes

  • Fix parser error for PHP < 5.3 on upgrade and install (1ff1540)
  • Remove dependency on mbstring (for real this time) (50d3d70)
  • Fix incorrect advanced search hits on some custom fields (#290)
  • Custom forms require a title (otherwise you cannot click on them to edit) (#293)
  • Update client phone number on ticket view page after update (#292)
  • Fix regression where validation errors were not shown on new ticket form (#303)
  • Fix bug where client name and email were not filterable for web submissions (#319)
  • Fix various autocorrect annoyances (#321)

Performance and Security

  • Improve performance of ticket filtering on some configurations (#301)
  • Fix possible cross site scripting (XSS) vulnerability on display of contact information values (#297)

osTicket v1.8.0

Enhancements

  • Rich text ticket thread (#5)
  • Custom forms and fields (#2)
  • Translatable initial data almost

Rich Text Ticket Thread

As an option, enabled by default, osTicket can now process HTML email and allows for rich text markup in most long-answer boxes across the system, including staff replies and internal notes posted to the ticket thread. To keep the feature consistent throughout, canned responses and email templates also sport an HTML theme now.

Custom Forms and Fields

The data collected from your users when they fill out the ticket form is now customizable. You can now ask any information relevant to your business practice, and can customize the type of input show from the user. Currently, short and long answer fields, drop-down lists, checkboxes, date and time, and phone number fields are available. Each field is configurable and can be setup according to your liking. Fields can also be marked as required, whose input is required to submit the ticket, and internal, whose input is not visible to the end user.

osTicket v1.7.3

Enhancements

  • Ticket thread items are now available for email templates (#790)
  • Support MySQL servers on a non-standard port number, which is also not set in the php.ini file (#775)

Bugfixes

  • Fix email handling where the character set advertised is us-ascii but iso-8859-1 was intended (#770)
  • Ticket source is now editable (#772, #777)
  • Email parsing would crash if Reply-To header was not found (#780)
  • CSRF token creation would fail on some Windows installations (#771, #776)
  • Tickets without an SLA set would never go overdue (#757, #767)
  • FAQ search now hits category names (#781)
  • FAQ search hits are sorted by article title now (#786)
  • Email replies with nothing before the quoted response marker should remain as is (#787)
  • CAPTCHA responses are now considered case-insensitive (#823)
  • References email header how includes the parent email Message-Id (#825)
  • Email attachment parsing would crash if the Content-Disposition header had no parameters (#828)
  • Date format on the jQuery-UI datepicker is admin configurable now (#829)

Performance

  • Scanning deleting orphaned files is much faster (#773, #778)

osTicket v1.7.2

Enhancements

  • The ticket number is no longer required in the subject line and staff can reply to emails and create an internal note (released in v1.7.1.2)
  • Show customized site logo on PDF output (#763)
  • Support deployment for initial install with cli deploy script (#750)
  • Require complete regression test pass before packaging new release (#751)
  • Die with HTTP/500 for misconfiguration or database connect failure (#762)

Bug fixes

  • Detect and import inline attachments without a Content-Disposition header (#737)
  • Show correct template description again (#742, #743)
  • Import attachments from emails continuing a ticket thread (regression introduced in v1.7.1.2) (#745)
  • Support UTF-8 encoded filenames for fetched emails (#738)
  • Disable Kerberos and NTLM authentication in mail fetching (#739)
  • Forbid empty reply-separator setting (#752)
  • Only email administrators for log messages that would be written to the database (#754)
  • Emails fetched and rejected by a ticket filter that are not deleted or moved to a folder will not be re-fetched and re-rejected (#755)
  • Workaround for some mail clients' inability to properly decode quoted-printable encoded emails (#760)
  • Inline text bodies are incorrectly detected as attachments without a filename (#761)
  • Properly decode and display some international chars in PDF printing (#765)
  • Do not double encode XML entities in ticket thread titles (#718, #567)
  • Display correct template description on edit (#724, #727)
  • Fix download of attachments with commas (',') in the filename (#702)
  • Fix incorrect content-type header for CAPTCHA (#699)

Security

  • Require email address match if ticket number is matched in subject line and neither references or in-reply-to headers match an existing ticket thread item (regression introduced in v1.7.1.2) (#748)

Performance

  • Address database performance issue scanning for orphaned file_chunk records (#764)

osTicket v1.7.1

Bugfixes

  • Properly reject attachments submitted via the API (#668)
  • Correctly support the "Use Reply-To" in ticket filters (#669)
  • Don't log users out after changing username or email address (#684)
  • Don't leak private FAQ article titles (#683)

osTicket v1.7.1-rc1

Enhancements

  • Custom logos and site pages (#604, #632, #616)
  • Password reset link (#638)
  • Export and import feature. Useful for migrations and backups. (#626)
  • Use your email address as your username for logins (#631)
  • SLA's can be marked transient. Tickets with a transient SLA will change to the SLA of the new department or help-topic when transferred or edited.
  • Support installation on MySQL and MariaDB clusters. Use default storage engine and don't assume predictable auto-increment values (#568, #621)

Geeky Stuff

  • mysqli support for PHP5+
  • SSL support for database connections
  • Namespaced configuration. This greatly simplifies the process of adding
  • new configurable item (#564)
  • Add signals API. A simple event hooking mechanism to allow for
  • extensibility (#577)
  • Add deployment command-line script (#586)
  • Allow XHTML editing in the nicEditor (#615)
  • Allow parallel database migration streams (#563) -- paves the way for extensions
  • Use row-based email templates (#604) -- simplifies the process of adding new email message templates (think extensions)
  • Support fetching from email boxes with aliased email addresses (#663)
  • Introduce new crypto library that provides failsafe encryption for email passwords (#651)

Bugfixes

  • Several typos in code and messages (#617, #618, #644, #660)
  • Fix several upgrader bugs (#548, #619)
  • Fix install fail on some Windows platforms (#570)
  • Fix several issues in the command-line management (#580)
  • Make room for command-line installation of osTicket (#581)
  • regression Fix corrupted attachment downloads (#579, #583)
  • Fix truncated attachment downloads when zlib.output_compression is enabled (#596)
  • Disable cron activities when upgrade is pending (#594)
  • Provide failsafe encoding for improperly-formatted emails (#601)
  • Fix corrupted email attachments processed via pipe.php (#607)
  • Fix discarding of poorly encoded base64 emails (#624)
  • Support MariaDB 10.0+ (#630)
  • Properly trim ticket email and name fields (#600)
  • Fix truncated text from text/plain emails and web interface posts (#652)
  • Add Assigned To and other fields to ticket view export (#646)
  • regression Fix attachment migration (#648)
  • Display correct staff notes (#588)
  • Display correct auto-response email for departments (#575)
  • Fix login form ("Authentication Required") loop (#653)
  • Ensure email message-id is fetched correctly (#664)
  • Ensure X-Forwarded-For header does not have leading or trailing whitespace (#665)

Performance

  • Only fetch configuration for multifile upload if necessary (#637)
  • Don't use sessions on the API (#623)
  • regression Avoid an extra query per request to fetch schema signature (#658)

New stuff in 1.7.0

  • Bug fixes from rc6

New stuff in 1.7-rc6

  • Bug fixes and enhancements from rc5

New stuff in 1.7-rc5

  • Bug fixes from rc4

New stuff in 1.7-rc4

  • Bug fixes from rc3

New stuff in 1.7-rc3

  • Bug fixes from rc2
  • Canned auto-reply template
  • Modal dialogs
  • PEAR packages upgrade
  • Email encoding

New stuff in 1.7-rc2

  • Bug fixes from rc1
  • Nested help topics support

New stuff in 1.7-rc1

  • Upgrade support for osTicket 1.6-rc1 and later
  • Multi-file upload support -- more than one file (configurable) can be uploaded with new messages, replies, and internal notes via the web interface
  • Department/Group access feature allowing members of a group access to a department. Staff members are members of a (primary) group, and that group can be granted access to one or more departments, granting the associated staff access to departments other than their primary department.
  • Email filters can specify a canned auto-response
  • Support inline attachments for fetched email

New stuff in 1.7-dpr4

  • Dashboard reports for ticket system activity and statistics
  • PDF print / export for tickets (staff pages only)

New stuff in 1.7-dpr3

  • Advanced search on tickets page
  • Ticket thread -- revised ticket message storage model for greater flexability
  • New database upgrade system allowing for continuous updates to the database model. This will greatly simplify the process of making modifications to the osTicket database.

New stuff in 1.7-dpr2

  • Autocomplete for ticket search box (emails and ticket numbers typeahead)
  • Redesigned staff login page
  • Warning when leaving unsaved changes in admin and staff settings pages
  • Auto change admin settings pages when selecting a new page from the drop-down list
  • Create a ticket in one click from the staff panel
  • Preview ticket from the search results
  • Export tickets to CSV file

New Features in 1.7

Version 1.7 includes several new features

Ticket Filters

As an upgrade from email banning (which is still supported), ticket filters allow for matching incoming email in the subject line and message body. For matching emails, the administrator has the ability to automatically route tickets:

  • To a specific department, staff member, and/or team
  • Automatically assign ticket priority and/or service-level-agreement
  • Disable ticket auto-responses
  • Send automatic canned responses

Tickets filters are also applied to tickets submitted via all ticket interfaces, including the API, email, staff and client web interfaces. And, as a bonus, the filters can be configured to target only a single interface. So an administrator could, for instance, target tickets received via email from a particular domain.

Canned Attachments

Attach files to your canned responses. These attachments are automatically attached to the ticket thread along with the canned response. The attachments are not duplicated in the database and therefore use virtually no space.

Database-backed Attachments

No more crazy security-related configuration to your host server in order to support attachments. Attachments are now quietly stored in the database. The upgrade migration will automatically port attachments from the previous locations into the database.

Service Level Agreements

Service level agreements allow for a configurable grace period based on the department or help topic associated with the ticket. A default SLA is provided, and a due date can be set to override the grace period of the SLA for a ticket.

Client-side Knowledgebase

Manage a searchable help document portal for your users

Dashboard Reports

Flashy reports of ticket system activity as well as exportable ticket system statistics, allowing for easy report generation from office spreadsheet applications.

Ticket Export

Convert the ticket thread to a printed format for long term storage. The ticket view page now supports a print feature, which will render the ticket as a PDF document.

API

Interface with osTicket via HTTP requests. Starting with version 1.7, tickets are createable by submitting an HTTP POST request to either

/api/tickets.xml
/api/tickets.json

The API can also be used to pipe emails into the osTicket system. Use the included automail.php or automail.pl script to pipe emails to the system, or post raw email messages directly to

/api/tickets.email

Use of the API requires an API key, which can be created and configured in the admin panel of the support system.

For technical details, please refer to [API Docs] (setup/doc/api.md).

Geeky New Features

Unicode

Better and more consistent international text handling

Flexible Template Variables

Template variables have been redesigned to be more flexible. They have been integrated into the respective object classes so that an object as well as its properties can be represented in template variables. For instance %{ticket.staff.name}