Changelog

September 2025

11 Sep 2025 – v1.15.0

New Feature:

• Email Signature: Helpdesk now supports configurable Email Signatures. Admins and owners can define default signature templates per email address, with customizable fields to display. The signature will be automatically inserted into the reply text box when Helpdesk users compose a reply (excluding internal notes).

Bug Fixes:

• AI Rate Limiter Adjustment: Updated the AI-powered search rate limiter to follow the configured limits instead of using the default values.

3 Sep 2025 – v1.14.2

Enhancement:

• Display Custom Fields Without Form Selection: Custom fields will now be shown in the ticket detail page even when no form is selected, ensuring better visibility and context for agents handling incoming tickets.

2 Sep 2025 – v1.14.1

Bug Fixes:

• Multiline Text Field Issue: Fixed an issue where text area content appeared empty when a new line was added to a multiline field.
• Missing Validation Alerts: Resolved a bug where required field alerts were not triggered when the field was not part of any condition rule and relied solely on its default "required" setting.

1 Sep 2025 - v1.14.0

New Feature:

• Form Conditions Support: Helpdesk now supports conditional logic in ticket forms, giving admins greater flexibility and control:
  • Required Field Overrides Based on Status: Admins can configure specific fields to become required when an agent changes a ticket status. For example, the app_id field must be filled before a ticket can be marked as resolved.
  • Conditional Field Visibility: Fields can now be shown based on selected dropdown options. For example, selecting "Indonesia" in a country dropdown can trigger the display of a City field containing Indonesian cities only. This enables a more dynamic and context-aware form experience.

Bug Fixes:

• Addressed several UI issues related to form conditions.
• Fixed behaviors related to required field validations, ensuring that error states now trigger and display as expected.

August 2025

6 Aug 2025 - v1.13.0

New Feature:

• Revelio AI Search: A new AI-powered search has been introduced to the Help Center to assist users in finding answers through natural language queries. Revelio returns the most relevant results along with referenced articles for deeper exploration. Key Capabilities:
  • Requires a minimum $1 credit balance to operate. Clients must top up via manual prepaid mechanism through Qiscus support.
  • Relies on synced articles from the Knowledge Base. Article sync must be enabled in the Knowledge Base settings.
  • Access to analytics dashboard for usage insights, including: credit balance, user feedback, unanswered questions.
  • Built-in caching and rate limiting to reduce costs and mitigate abuse.

Enhancements:

• Sticky WYSIWYG Toolbar: The formatting toolbar in the article editor is now fixed to the top, making it easier to style articles during content creation.
• Knowledge Base Shortcuts: New shortcuts have been added to quickly open the live article in Help Center and copy the article URL for easier sharing.
• Edit Shortcut in Help Center: Logged-in internal users now have direct access to the “Edit Article” button from Help Center pages.

July 2025

31 Jul 2025 - v1.12.5

Bug Fixes:

• Requester Email Parsing Fix: Fixed an issue where the requester’s email address was incorrectly parsed, causing certain outgoing emails to fail delivery.

30 Jul 2025 - v1.12.4

Bug Fixes:

• Email List Parsing Fix: Resolved an issue where email addresses copied from Google Calendar could not be inserted into the recipient list.
• Bulk Update Division Fix: Fixed a bug where bulk-updating the division on tickets failed to apply changes.
• Missing Content Handling: Fixed an error that occurred when replying to a ticket whose channel had no attached email—replies now proceed as expected.

29 Jul 2025 - v1.12.3

Enhancements:

• Multi-Recipient Reply Support: Helpdesk users can now reply to all CC’ed recipients in customer emails, instead of just one.
• Add CC on Reply: Easily add more recipients when replying to tickets.
• Drag & Drop File Upload: Attach media files to replies faster using drag-and-drop or paste directly into the text editor.

Bug Fixes:

• Ticket Log Accuracy: Ticket status updates are now correctly logged in the history even when submitted along with replies or notes.
• Email Structure Handling: Fixed an issue where tickets sometimes failed to be created from emails that had no body and only attachments. This issue occurred in specific cases with uncommon or malformed email structures.
• Bulk Edit Fix: Resolved a failure when performing bulk edits on tickets from the list view.
• Reply Formatting: Improved line spacing in ticket replies—line breaks now render as expected.

14 Jul 2025 - v1.12.2

Enhancements:

• Table Support in Text Editor: Users can now insert and format tables directly within the Helpdesk text editor to improve message structure and clarity.

Bug Fixes:

• Fixed an issue where the Helpdesk Ticket Form (ACW) in Omnichannel did not generate the correct requester email value.
• Resolved a bug preventing emails with multiple in-reply-to headers from being converted into Helpdesk tickets.
• Fixed a problem where bulk update replies and notes could not be sent.
• Fixed a crash issue when replying to tickets containing customer data with hidden line breaks (\r or \n).

June 2025

26 Jun 2025 - v1.12.1

Enhancements:

• App Center Widget (ACW): Helpdesk Ticket Form
  • Helpdesk is now integrated into Omnichannel via a new widget that allows users to create tickets directly from the widget.
    • Users must input the requester's email to submit the form.
    • If the email is unavailable, a dummy email can be generated with a click.
    • The requester’s phone number from the chat room will also be saved automatically into their profile.

Bug Fixes:

• Fixed a looping issue where auto-replies from no-reply addresses were being forwarded back to the requester, creating endless reply loops.
• Resolved a bug where response time metrics were not calculated correctly.

13 Jun 2025 - v1.12.0

New Feature:

• Business Hour, This release introduces Business Hour configuration to improve SLA accuracy and flexibility:
  • Customizable Business Hours: Clients can now define and manage their own Business Hours to adjust SLA metric calculations. Time periods outside business hours will be excluded from SLA tracking.
  • Holiday-Aware SLA: Business Hours can be configured with a holiday list, allowing SLA timers to pause during holidays and automatically resume afterward.
  • Division-Level Assignment: Business Hours can be assigned to Divisions. When a ticket is assigned to a division with a configured Business Hour, that schedule will be applied to the ticket’s SLA.
  • Ticket History Tracking: Applied Business Hour names are now recorded in the ticket history for improved transparency and auditability.
  • Dual SLA Views in Analytics: The Analytics Dashboard now supports two SLA types:
    • Calendar Time: 24/7 calculation
    • Business Time: Based on active Business Hour settings

April 2025

28 Apr 2025 - v1.11.8

Enhancements:

• Fixed an issue where articles could not load beyond 50 items when a section contained more than 50 articles in the Help Center.
• Updated article listing in the Help Center to sort by last updated date instead of created date, ensuring users see the most recently refreshed content first.

17 Apr 2025 - v1.11.7

Enhancements:

• Added support for displaying tables in the ticket detail view to improve readability of structured content.
• Displayed timestamps in the ticket detail view for better context and tracking.
• Fixed an issue where users could not create a new ticket via Help Center if no active form was available.

16 Apr 2025 - v1.11.6

Enhancements:

• Fixed an issue where content with block quote types was missing from ticket messages.
• Supported ticket creation from inbound emails without a subject line.
• Added support for multiple reply-to addresses in tickets created via API.
• Improved ticket creation flow to handle missing inline attachment sources—tickets will now still be created instead of being rejected.

March 2025

25 Mar 2025 - v1.11.1

New Features:

• Multiple Ticket Form
  • You can now create multiple ticket forms, each with its own custom fields.
  • If more than one form is active, agents and customers will be prompted to select a form before creating a ticket.
  • This allows for a more focused and flexible ticket creation experience across both the Agent Dashboard and Help Center.

18 Mar 2025 - v1.10.1

Enhancements:

• Knowledge Base - Table in Articles: Agents can now create and organize tables within Knowledge Base article content, allowing for more structured and professional data presentation.
• UI Enhancements in Knowledge Base Articles: We’ve made several design refinements in Knowledge Base article content to ensure a cleaner and more user-friendly appearance.
• Indicator for Private Articles: Private articles in the Knowledge Base now have a special indicator, making it easier for users to identify content with restricted access.

17 Mar 2025 - v1.10.0

New Features:

• Login & Logout Enhancement for Knowledge Base Agents: Internal agents can now log in via the Help Center to search and view private articles.
• Help Center Theme Customization: The capability to change the Help Center page theme color is now available. You can request theme color updates via Qiscus support team.

Enhancements:

• Improved API Token Page Creation for better usability.
• Enabled Case-Sensitive Search to support capitalized words in multiple search menus.
• Bug Fixes & Optimizations in Create Ticket and Update Ticket flow for a smoother experience.

5 Mar 2025 - v1.9.0

New Features:

• Automation Feature: Introduced a powerful automation system to streamline ticket management and enhance customer support efficiency.
  • Rule-Based Ticket Processing: Automate actions based on ticket creation, updates, or time-based triggers.
  • Flexible Condition System: Configure automations using ticket attributes such as status, priority, assignee, requester, custom fields, and time-based rules.
  • Automated Actions: Perform tasks like auto-assigning tickets, updating priorities, changing statuses, updating TAGs, and triggering webhooks.

Read the full documentation here: Qiscus Helpdesk Automation Documentation

February 2025

26 Feb 2025 - v1.8.6

New Features:

• Added API for managing ticket tags:
  • Set Tags: Replaces existing tags with new ones.
  • Add Tags: Appends new tags without removing existing ones.
  • Remove Tags: Deletes specific tags from a ticket.

Improvements:

• Enhanced Get Ticket Detail API to include associated tags.

Bug Fix:

• Fixed a bug where customer replies already received in the helpdesk were incorrectly marked as pending.

24 Feb 2025 - v1.8.5

Enhancement :

• Added Post Reply Status Column: This update allowing users to track the delivery status of their replies. The status indicates whether a reply was successfully sent, is still being processed (Pending), or failed to send (Failed). This enhancement helps users monitor their messages.
• Updated Ticket Filtering in API Get list of ticket: Enhanced the ticket filtering system to allow filtering by the requester's email
• Improved Ticket Creation API: The ticket creation API now supports assigning tickets directly to an agent using their email.

5 Feb 2025 - v1.8.4

Enhancement :

• Expanded Ticket History Logs: Ticket history now captures additional updates, including changes to title, new replies, new notes, and ticket assignee. It also tracks modifications to custom fields (Short Text, Text Area, Dropdown, and Datetime). Additionally, First Response Time by Agent, Resolution Time, and Resolution Time excluding Pending and On-hold periods are now logged, providing deeper insights into ticket handling and resolution.

December 2024

20 Dec 2024 - v1.8.2

New Features:

• Ticket History Logs: Logs all updates made to tickets, including changes to status, priority, tags, division, and summary. This provides better transparency and traceability for ticket management.

12 Dec 2024 - v1.7.0

New Features:

• Custom Organization Field Dropdown: Introduced a customizable dropdown for the organization field. This feature allows admins to create and manage organization-specific information directly within the system, offering greater flexibility for managing organizational data.
• Edit Ticket Title: Added the ability to edit the ticket title, which was previously not editable after the ticket was created, offering greater flexibility in ticket management.

Enhancements:

• UI and Behavior Improvements: On the Ticket Detail Page, actions such as Edit Ticket Summary, Mark as Spam, and Delete Ticket, which were previously separated as standalone buttons or options within the page, have now been consolidated into a single three-dot options menu. This unification aims to enhance efficiency, improve navigation, and create a cleaner, more streamlined interface.

Bug Fixes:

• Fixed missing content error when clicking internal links sent via Helpdesk ticket.
• Corrected typo in the "Back To" button wording on the create fields page.
• Resolved issue where webhooks were not triggered when filling out custom fields.
• Fixed issue with reordering fields to the bottom in the form menu.
• Resolved issue with long links not being fully converted when sending long URLs as notes/replies.

November 2024

21 Nov 2024 - v1.6.1

New Features:

• Improved Login Security: Added penalty time for incorrect password attempts to enhance security.
• Tenant Options Menu: Admins can now allow agents and supervisors to reassign tickets across divisions.
• Enhanced Customer Management: Added support for creating organizations directly when adding or editing customer data.

Enhancements:

• Introduced empty state pages and search "not found" states for various settings menus, including TAGs, Reply Templates, API Tokens, Webhooks, and more.
• Better Link Interaction: Automatically formats text links into clickable links on detail ticket pages.
• UI and Behavior Improvements
  • Redesigned hover cards for tickets in the list pages.
  • Added tooltips to time labels in the Help Center to show exact timestamps.
  • Updated copywriting for deleting custom fields.
  • Redirected users to the ticket list page after successfully editing custom ticket fields.
  • Removed delete options for default ticket fields.

Bug Fixes:

• Corrected undefined symbols in tickets created from email channels.
• Fixed z-index issues in various pop-ups.
• Resolved search issues in Reply Templates and other settings pages.
• Fixed webhook triggers for bulk actions, such as marking tickets as spam or deleting them.
• Fixed reordering issues for ticket fields.
• Resolved an issue where users couldn't use the auto-create account feature when only one agent seat remained.

12 Nov 2024 - v1.6.0

New Features:

• Knowledge Base CMS Dashboard

  • Introduced a comprehensive CMS dashboard for efficient management of knowledge base articles.
  • Enables structuring of articles into categories and sections, with functionality to reorder categories and sections, ensuring an organized and intuitive knowledge base layout.
  • Enhanced header and footer customization options in the Help Center, allowing administrators to set navigation bar URLs, configure social media links, and display the company name, providing a consistent and branded user interface.
  • Added SEO-friendly permalink configuration, with a customizable structure to meet specific URL format requirements.
  • Integrated Google Analytics for tracking user interactions and engagement, enabling data-driven insights into Help Center usage.

• Knowledge Base Article Access in Help Center

  • Help Center now includes a knowledge base feature, enabling users to browse and access published articles directly, facilitating quick access to information and support resources..

Bug Fixes:

• Resolved an issue preventing the deletion of divisions.
• Fixed a bug where tickets created with a "Resolved" status did not update the "resolved at" timestamp in analytics, improving accuracy in resolution tracking.

1 Nov 2024 - v1.5.0

New Features:

• Help Center Portal: Introducing a self-service Help Center, empowering customers to independently submit support requests, attach files for more detailed information, and track the status of their tickets. For supported file formats and size limitations, please refer to our Attachment Guidelines.
• Ticket Management for Customers: Logged-in customers can now manage their submitted requests more effectively, with options to view, search, and filter tickets by date, status, or organization-wide (if enabled). They can also respond directly to tickets, attach additional files, and mark tickets as resolved.
• Help Center Configuration: Admins can configure submission forms with custom fields, set field access levels, and organize field order to align with support workflows. This ensures a seamless experience for both customers and support teams.

October 2024

29 Oct 2024 - v1.4.4

Enhancements:

• Ticket Sneak Peek: Users can now preview essential ticket information by hovering over the ticket title. This quick view includes the ticket summary, associated organization, and additional key details for easier access and review.
• Enhanced Search Functionality: Ticket searches now extend to ticket summaries, with keywords matching the search highlighted within the sneak peek view. This ensures key information stands out, making it easier to locate relevant details quickly.

1 Oct 2024 - v1.4.3

New Features:

• Helpdesk x CDP Integration: Omnichannel agents can now view a detailed ticket history via CDP pages within Omnichannel. The ticket history includes:
  • Information on newly created tickets.
  • Display of ticket status updates.

Enhancements:

• API Update Ticket: The update ticket API now supports updating Helpdesk ticket custom fields.
• Webhook Enhancements: Webhook for creating and updating tickets now includes the ticket number for better tracking and 3rd party integration.
• Back Button UX Improvement: The back button on ticket detail pages now returns users to the previous page while retaining the same ticket filter.

September 2024

12 Sep 2024 - v1.4.2

Enhancements:

• Search Tag Enhancement: Improved the search functionality on the ticket detail page by ignoring case sensitivity when searching for tags.
• Add Pagination in Email List: Introduced pagination to the email list to improve loading performance and navigation when managing large numbers of emails.
• API Enhancements:
  • Added a new API to Get Customer Details and Tenant Profile, enabling easier access to customer and tenant information.
  • Enhanced the API Create Ticket function by fixing bugs and providing clearer error messages for better debugging.

Bug Fixes:

• WYSIWYG Editor Bug in Chrome: Resolved an issue where the WYSIWYG editor was displaying unexpected dots in the Chrome browser.
• Failed SMTP Test Mail: Corrected an issue where SMTP test emails failed to send due to a custom subdomain defect.
• Datepicker Bug: Fixed a bug where the datepicker would not allow editing of a selected date value.
• Wording Improvements for Pop-up Dialogs: Updated wording in the pop-up dialogs for creating and editing organizations to provide clearer guidance and better user experience.

July 2024

30 Jul 2024 - v1.4.0

Enhancements:

• Main Domain Update: We've changed our main domain from qticketing.qiscus.com to helpdesk.qiscus.com.

• Menu Renaming and Reorganization:

  • The "Accessibility" menu is now renamed to "Tenant Options".
  • "Tenant Options" will contain two menus: "Branding" and "User Access Level".
  • The previous "Accessibility" option is now located under the "User Access Level" menu.

• Branding Capabilities

  • Customize your helpdesk subdomain to {{your-company-name}}-helpdesk.qiscus.com.
  • Option to mask the helpdesk domain with your own domain for a more personalized experience.

• Simplified Login Flow:

  • The tenant ID field is no longer needed during login.
  • Simply bookmark your login link and use your credentials to log in easily.

June 2024

6 Jun 2024 - v1.3.4

Enhancements:

• Seat Quota Information: We have implemented seat quota limitations. Clients who have reached their quota limit will see a clear notification and can contact Qiscus via the Qiscus Ticketing System.

Bug Fixes:

• Removed auto-generated users during QTicketing tenant creation.

May 2024

6 May 2024 - v1.3.3

Enhancements:

• New Requester Creation: You can now directly create a new requester from the 'Create Ticket' popup, streamlining the process of handling tickets for new users.
• Revamped Date and Time Picker UI: The updated interface makes selecting dates and times smoother and more intuitive.

Bug Fixes:

• Text Overflow Handling: Fixed an issue where text without spaces, like long URLs, would spill out of the ticket reply or notes area.
• Seamless Transition: Resolved a glitch that displayed the Omnichannel login screen when switching back from QTicketing to the Omnichannel inbox.

March 2024

25 Mar 2024 - v1.3.2

Enhancements:

• Revamped email integration pages now feature:

  • SMTP template, including Gmail SMTP setup
  • SMTP test mail feature for quick configuration verification
  • Guideline for setting up forwarding email to QTicketing

• TAG and Priority Analytics to provide more insights into ticket distribution based on tags and priority levels.

• Improved Reply/Internal Notes Textbox UI: Enhanced for clearer distinction between replies and internal notes.

February 2024

26 Feb 2024 - v1.3.0

New Feature:

• QTicketing tickets are now accessible from the Omnichannel CDP Menu, facilitating Omnichannel agents in tracking customer tickets directly within the Omnichannel CDP menu.

Enhancements:

• "Custom Field" data has been added to the new reply webhook payload to support various integration use cases.
• Enhanced the QTicketing notification system to display snackbar notifications with sound. Users have the option to toggle this feature on/off via the QTicketing Profile settings.
• Added a shortcut to edit customer information directly from the Detail Ticket page, streamlining customer data management.
• Implemented custom domains feature for client whitelisting of QTicketing static IP, providing additional security options for accessing QTicketing.

Bug Fixes:

• Resolved an issue where the captcha could be bypassed during login or password reset processes, ensuring improved security measures.
• Prevented deletion of division data that is still used in QTicketing Tickets, preventing accidental loss of needed ticket data.

December 2023

1 Dec 2023 - v1.2.6

Bug Fixes:

• Resolved issue with filter lists not displaying results when filtering on the same date.

Enhancement

• Improved real-time reply performance in the detail ticket pages.
• Custom fields on the detail ticket pages can now be configured to match the order set in the custom field setting page.

November 2023

27 Nov 2023 - v1.2.5

Bug Fixes:

• Fixed issue where changing the division details resulted in the ticket's division becoming unassigned.

Enhancement

• Added new assets for QTicketing's user tenant avatars.
• Improved UI for changing the ticket's division.

17 Nov 2023 - v1.2.4

New Feature

• Enhance security with IP whitelisting in QTicketing. Control access by adding specific IP addresses to the whitelist. For assistance, contact our support team.

Enhancement

• Supervisors in QTicketing now have the capability to transfer a ticket to the specific division they are a part of.

8 Nov 2023 - v1.2.1

Enhancement

• Supports different roles for agents with the same email in QTicketing and Omnichannel.

1 Nov 2023 - v1.2.0

New Feature

• QTicketing users now have the ability to log in via the QTicketing login form pages.
• QTicketing users who have forgotten their passwords can initiate password resets using the 'Forgot Password' menu on the Login Form and Change Password pages.
• Inviting new team members now requires the member to accept the invitation sent to their email by clicking the 'Join the Team' link and setting up their password.
• QTicketing administrators have the capability to revoke team member invitations and resend invitations via the user administration settings pages.
• QTicketing agents now have the ability to create new tickets on the QTicketing dashboard.

Enhancement

• The 'Change Password' pages now able to be used for updating user passwords.
• Tickets generated from the Omnichannel platform via the 'Create Ticket' button will also display the Omnichannel agent who create the ticket.

October 2023

5 Oct 2023 - v1.1.0

New Feature

• Webhook creation. Set up a webhook to keep your system informed when new tickets are created, tickets are updated, or new replies are added.
• On-Hold Status for Tickets.

Enhancement

• Ticket Search: Now supports searching by ticket ID. Use '#' followed by the ticket number you want to search.
• Public API: The 'Create Ticket' function now supports the creation of tickets with custom field data.
• Automatically use the user's email from the Omnichannel contact as the ticket requester's email when creating a new ticket via the 'Create Ticket' button in Omnichannel.
• User Interface (UI) Improvements: Several enhancements to the user interface.

July 2023

18 Jul 2023 - v1.0.23

New Feature

• Add toggle to enable feature agent can handover ticket to another agent
• Support additional custom analytics metabase dashboard
• Autoreply channel now support placeholder
• Same QTicketing Agent will automatically assigned when they create ticket via create ticket button in Omnichannel

Enhancement

• Add Ticket Tags on Response time Table in Overall analytics

Bug Fixes:

• Several QTicketing menu didn't works properly on Firefox 1.1.5

14 Jul 2023 - v1.0.20

Bug Fixes:

• Fix new inbound mail to Custom SMTP didn't create new ticket

June 2023

20 Jun 2023 - v1.0.19

New Feature

• Add toggle to disable auto creation account to limiting Omnichannel agent user that accessing QTicketing

May 2023

25 May 2023 - v1.0.18

New Feature

• Add placeholder data on Reply Template menu, use it to generating data upon reply customer message on detail ticket

Bug Fixes:

• Fix notification for Admin who promoted from supervisor
• Fix date filter ticket not working
• Improve API create ticket that response error with specific edge cases

16 May 2023 - v1.0.13

New Feature

• Create reply template and able to be used by agent or supervisor for each division to reply with predefined text template
• API Token, Able to create ticket via API. Follow this documentation for the details.
• Multiple Admin
  • Previous admin will automatically promoted to Owner
  • Supervisor can be promoted to Admin
  • Admin that promoted from Supervisor can be demoted to supervisor

11 May 2023 - v1.0.12

Bug Fixes:

• Fix integration custom SMTP with gmail

05 May 2023 - v1.0.11

New Feature

• Submit a reply with change ticket status
• Realtime notification unread mark for each new notification retrieved
• Auto change Ticket status
  • If there's a new reply from customer then ticket status will be updated to Open

Enhancement

• Create ticket from Qiscus Omnichannel

  • Add email detection on Omnichannel Contact and if there's a valid data then QTicketing will use it

• Dropdown field which have more than 5 option will have search bar to search the dropdown choices

April 2023

18 Apr 2023 - v1.0.7

First Stable Release

• Division
• Channel
• Email masking (Custom SMTP)
• Multiple email integration
• Custom Field ticket (Date, Dropdown, Short Text, Text Area)
• Auto Reply Email
• Customers
• Organization
• Enhancement OC integration (Attach Room Link, change Ticket title and desc via customer properties during create new ticket, attach conv history when create ticket after room has been resolved)
• Realtime Notification (New Reply in tickets)