[28-June-2022] Helpdesk Pro version 5.1.2 released

Dear Customers

Today, I'm happy to announce the release of Helpdesk Pro version 5.1.2 with the following improvements

1. Added Internal Comments Support

Sometime, you might want to add internal comments (comments which can be viewed by your company: Admin, Managers, Staffs but invisible to your customers. This is now supported. When you add comment, you can check on a checkbox to make it becomes internal comment. 

- You can control who can add and view internal comments via Add Internal Comments and View Internal Comments . 
- The subject and email body of the email sent when an internal comment added can be controlled via Internal Comment Added Email Subject and Internal Comment Added Email Body message items.
- If you want to disable this option, just do not select any user roles in Add Internal Comments config option

2. Collected User IP

The IP of the user who submit the ticket will now be collected and being displayed on ticket details page. It allows you to track user IP and in case there are spam bots, you can block these IPs (use .htaccess for example)

Please update your site to this updated package of Helpdesk Pro to use these improvements. Thanks for continue using our product and support our development

Regards,

Tuan



 

HI Tuan

Thanks for the internal comment feature, this is excellent.
I have two issues that might be resolved if possible?
1. When it is used it changes the status of the ticket - we do not want it to change the ticket status.
2. once the internal comment has been submitted there is no way of knowing it is an internal comment by looking at the ticket system. It just looks like a normal reply 
 

Thanks for your consideration in these further improvements.

Alison

Hi Alison

I will think about it and will improve it in the next release of the extension

Tuan

Hi Alison

I just updated code of Helpdesk Pro to handle internal comment as you suggested:

1. Do not change ticket status when internal comment added

2. Add small badge to indicates that it is an internal comment

Please access to My Downloads menu item, download latest package, upgrade it to your site to use this improvements. You might have to clear browser cache to see the Internal badge

Tuan

Fantastic, thanks Tuan

You're welcome . I will continue working to improve the extension to make it better

Tuan

We love helpdesk, we use it all the time and get 5-10 tickets a day!!

Great, nothing makes us happier than hear that our products works well and useful for customers