2024 Releases

6.6.1

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

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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

• 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