Note: Only public-availability releases are listed below.
2024 Releases
6.6.0
November 7th
Support tickets with attachments will now show a link to those attachments in Slack.
Added warning when attempting to work with JSW and JSM projects simultaneously.
Fixed bug where emoji creation would fail when Description was a required field.
Fixed issue where users being presented with a broken agent ticket closing experience.
6.5.1
October 1st
Fixed issue where it was possible to get into an infinite loading pattern when creating tickets.
6.5.0
September 25th
Added an option to show all transition screens (rather than skipping screens with no required fields). This option can be found on the account portal (typically account.nextup.ai)
Added support for field descriptions in JSM projects.
Fixed a bug that caused Slack to unfurl URLs in some Approval and CSAT messages.
Fixed a licensing issue affecting some trial customers.
6.4.0
September 12th
Fix a Slack app home tab issue that prevented the Create button from appearing when a service project contained no requests.
Fixed an issue that allowed customers to see internal comments in rare cases in DC environments.
6.3.1
August 26th
Security fixes
6.3.0
August 20th
Added the comment screen to customer transitions in Slack
Fixed bug with emoji quick create when request screen had no description field
Small bug fixes
6.1.0
May 30th
Standardized signature for issues created from Slack
Small bug fixes
6.0.0
May 14th
Messages are now correctly synced if a request is created from within a thread in a support channel
[Server-only Issue] "Raise on behalf of" field now functions correctly
5.17.11
Updated help documentation links to use shortlinks
5.17.0
29 Feb 2024
Security fixes
HelpDesk+ will now prompt the user that we do not support Canned Response templates that include an attachment
When adding a comment from the Home Tab, you will now be able to select whether the comment should be internal or external
5.16.5
Auto-create now works with multiline input in Jira Software Projects.
5.16.4
Improvements to the Canned Responses integration with HelpDesk+
5.16.3
Security fixes
2023 Releases
5.16.1
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
5.14.0
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
5.13.8
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
2022 Releases
5.12.0
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