Note: Only public-availability releases are listed below.

2024 Releases

5.16.5

Resolved an issue that led customers to see user or bot tokens.
Agents can now correctly add internal comments immediately after ticket creation
Canned Responses Pro Templates for Jira integration introduced

Agents can now add Approvers on the View Issue screen in Slack
Updated Agent Channel Configuration Screens for consistency and simplicity
Fixed some wording for the “Block Request Creation” feature to more clearly explain the functionality

Ecosystem Change: HelpDesk+ billing has migrated to the Atlassian Marketplace.

Enhanced support for long service desk names, and service desk names containing special characters
User name is now used instead of User ID when showing comments from users not authenticated with the bot
Changing the Jira instance with active support channels no longer swaps the agent and support channel
Custom auto-responses can now be deleted within the modal
You can now use multiple trigger words for the same auto-response
Private channels are now correctly reported as such in the Account Portal
Improved display of group names

Added ability when configuring Agent channels to Hide certain items from being shown in Slack
You can now configure certain items to not have an Agent channel- instead, the support channel or a DM with the user will be used
In the Account Portal you can choose items to only go to Slack if they were created in Slack
Loading times reduced when creating an issue from the Application Home tab
Creating a new JSD account through the bot in Slack no longer results in an error
Auto-create now works as expected for issues with a large summary
Users are now automatically authenticated when joining multiple Slack workspaces belonging to the same enterprise grid
CSAT Feedback now respects the account portal settings
The labels field correctly returns results when configuring a non-default agent channel