| Date
|
Upgrade
Details |
| 6/18/07 |
 Security Bug - Corrected a potential sql injection flaw for the page variable as reported at http://osvdb.org/displayvuln.php?osvdb_id=21315 . Also increased security by changing php.ini to reflect
allow_url_fopen = Off
open_base_dir = /dapperdesk/hddirectory
|
| 5/07/07 |
New
Feature Created a failed ticket manager to allow a csr/admin
to manage tickets that have been entered by a user, but have
failed for some reason. Failure could be because the client
did not review and enter their ticket. These tickets are now
archived for posterity purposes. |
| 5/08/07 |
Bug
Fix Corrected a problem that prevented auto emails to be sent
when a csr chose an auto-response, but did not type anything
in the response box. Now, it is sufficient to do either, send
an auto-response with or without typing in the box. |
| 4/28/07 |
Extended
sup_tickets table TicketRes17 will capture the last edit time
of the customer TicketRes18 will capture the last edit time
of the csr |
| 4/17/07 |
Fixed login cookies for user/customer/end-user area. |
| 4/10/07 |
Added
new failed ticket auto notification. When a customer enters
a ticket, and the ticket entry is interdicted by the FAQ system,
a customer will sometimes not finish the ticket (they forget)
AND thus the ticket is not entered into the system. This new
system will be aware that they did not finish the ticket,
and will email them 30 minutes after they initially logged
in to let them know we did not receive the ticket. Support
is also sent an email notifying them of the missing ticket.
|
| 4/10/07 |
Improved the failed message upon administrative login failure.
Also, added code to clear session so sub-sequent logins do
not contain old session data. |
| 4/10/07 |
Changed
the look and feel of the lost password screens. Change 3 pages
down to 2, with one of those being an include page so the
user never leaves the main lost password page. |
| 4/09/07 |
Updated
icons in each ticket on page updateticket-tech.php for auto-claim,
auto-close and delete ticket functions. |
| 4/06/07 |
Added
a check box in administration to allow the admin to turn on
or turn off the auto-close of stalled tickets. Admin can also
choose the amount of time that a ticket goes unresponded to
(by client) before the ticket is closed. |
| 4/05/07 |
Corrected
a problem with viewing mouse over short notes in IE and also,
viewing mouseover image attachments. |
| 4/05/07 |
Added
new SMS email field in admin that sends shortened (Cell phone
friendly) versions of the ticket details when a customer/client
creats or updates their ticket. |
| 4/05/07 |
Fixed
a bug in the file upload system that was displaying a message
to the customer/client that they were not approved for file-uploads
when, in fact, they are. |
| 4/03/07 |
SECURITY
Added Last login and IP for end user so that they can see
if someone else logs in to their account. |
| 4/03/07 |
SECURITY
Enhanced logs so that visitor IP is added to log upon successful
login. |
| 3/22/07 |
SECURITY
Code structure updated to allow for use with PHP.ini structured
more securely. Safe_Mode can now be set to ON. Additionly,
php.ini can disable exec, passthru and various other functions
that were formerlly necessary for Dapper Desk to operate,
while creating increased security hazzards when they were
left open. |
| 3/22/07 |
Bug Fix When a CSR re-opens a
ticket, CSR responses were replaced with notice of re-opening
a ticket. This has been corrected. |
| 3/21/07 |
Bug Fix When a customer closes
a ticket, the existing customer text of issue was erased and
replaced with note that ticket was closed by customer. This
has been corrected. |
| 3/20/07 |
Fixed
a bug whereas a person who emailed a support request for the
first time, Ddesk was not creating an account for them automatically
as it should. Thus, when replying to the ticket, the CSR response
was not emailed to that person (becasue their email address
and account did not exist in the system). Fixed. |
| 3/14/07 |
Bug Fix Fixed problem where updating
time estimate was not working. |
| 3/14/07 |
All
*Changed mouse over outline to thin line, dotted. *Added new
theme which will be the default. Theme is wider than other
themes, giving more room in the interface. *Changed table
header look and feel. Top of each table will now be smaller
in profile (top to bottom) and have no graphics in it (faster
load times). Table colors match the theme and can be edited
in page "inc-template_vars.php". |
| 2/19/07 |
Client
Side - Added new table in client login screen. IF the customer
fails to grade any tickets, those tickets would be listed
in a separate table along with a reminder to apply a grade
to the tickets. The result is that customers will apply more
grades to tickets, giving administrator of Dapper Desk a better
idea of how well their support crew is performing. |
| 2/13/07 |
## LCHAT ## Enhanced administrative features for LChat. Added
ability to change main email address from within administration. |
| 2/11/07 |
Added email notification to default email address for help
desk when a customer sends an email to open a ticket. |
| 2/11/07 |
Tweaked the ADD NEWS ITEM section to fix a few display bugs
and to make the navigation better. |
| 2/09/07 |
Added new page "lchat_var.php" which will determine if the
Integrated (proprietary) Live Chat link will display to the
end-user. |
| 2/09/07 |
Corrected
the arrangement in alphabetical order of the statistics drop
down list for csr/techs in tech audit. |
| 2/09/07 |
Corrected problem in client area
upon reviewing (grading) a ticket in final status, some information
such as Company would be deleted from the ticket and therefore,
would not be searchable under Company field. Fully corrected. |
| 2/09/07 |
Fixed
task manager whereas it was not updating properly when someone
updated a task. |
| 2/09/07 |
Replaced ticket icons with a new icon set. |
| 2/05/07 |
Added
a new feature in the Power Menu. Now, individual CSRs can
add private links that are only visible to them when they
login. Other links added by administrator will still be visible. |
| 2/02/07 |
Added
a java clock to the top of the Power Menu. May be turned on
or off by admin. |
| 1/28/07 |
Added
a Calendar to the Power Menu. Admin can choose to display
calendar at top or bottom of power menu. May be turned on
or off by the administrator. |
| 1/28/07 |
Corrected
cookie problem upon client/customer login that prevented the
login info from being saved as a cookie when customer clicked
the check box. |
| 1/28/07 |
Changed
location of logo in the help dsek to /hd/images/logo Now,
changing the logo in one spot will change the logo in each
theme. |
| 1/24/07 |
BUG
FIX.... Fixed a bug in the file permissions upload section
whereas, changing the file size limit would not change the
database. Also changed code so changes will be visually displayed
immediately upon the change. |
| 1/20/07 |
Updated
the side search function to search more paramaters, in addition
to ticket #. |
| 1/18/07 |
More
detailed logging when someone uploads an attachment. The name
and the IP number of the person who uploads an attachment
is logged and viewable to the administrator of Dapper Desk. |
| 1/16/07 |
Added delete/confirm boxes on the "delete ticket" sections. |
| January
25, 2007 |
Tweaked
the create tickets and FAQ intercept feature where the help
desk posts a list of matching FAQ topics to anyone who is
creating a ticket. Formerlly, there was an intermittent problem
with customer ticket updates. This has been corrected. |
| January
25, 2007 |
Enhancement
- Activity Logging --- More detailed logging when someone
uploads an attachment. The name and the IP number of the person
who uploads an attachment is logged and viewable to the administrator
of Dapper Desk. |
| January
25, 2007 |
Enhancement
- Themes --- Added two new themes, 1.) Coolbaby and
2.) Coolyellow |
| January
22, 2007 |
Enhancement
- Themes --- Added an automated refresh feature so
that when the admin changes the theme, the page will refresh
automatically in order to show the new theme. Previously,
a button had to be pressed. |
| January
18, 2007 |
Enhancement
- Ticket/FAQ Check --- Added java confirm boxes on
the "delete ticket" sections. |
| January
16, 2007 |
Bug
Fix - Ticket/FAQ Check --- Tweaked the create tickets
and FAQ intercept feature where the help desk posts a list
of matching FAQ topics to anyone who is creating a ticket.
Formerlly, there was an intermittent problem with customer
ticket updates. This has been corrected. |
| January
11, 2007 |
Bug
Fix - Frequently Asked Questions --- Tweaked the FAQ
database which was not properly auto-incrementing on new entries. |
| January
11, 2007 |
Administration
- Search Functions --- Fixed some discrepancies in
the way the custom fields showed up as pertains to the search
functions. |
| January
10, 2007 |
Administration
- Search Functions --- Re-arranged the column titles
for the search functions so that when company name is searched
for, Company Name is displayed first in the column, when Username
is searched for, it is displayed first, etc. |
| December
18, 2006 |
Enhancement
- File Uploads (Attachments) --- Added user editable
field to change the file upload max size. Previously this
was set as a default and was unable to be changed. |
| December
6, 2006 |
Enhancement
- File Uploads (Attachments) --- When a client requests
upload permissions, their request is displayed in a queue
which is visible to a csr upon login. The csr/admin can choose
to approve the client for uploads or deny them this privilege.
|
| December
3, 2006 |
New
Feature - File Uploads (Attachments) --- Clients and
CSRs now have the ability to upload and share files while
communicating within a ticket. This feature can be enabled
or disabled by the help desk administrator. If file uploads
are enabled, individual customer's permissions to upload files
will be turned off until they request and receive permission
to upload files. Help desk admin can choose which file types
to allow for upload. For example, if admin only wants to allow
Word documents and PDF files for upload, then they would choose
.doc and .pdf for acceptance. If someone then attempted to
upload a .exe file, the upload would not be allowed. |
| December
2, 2006 |
Enhancement
- Custom Form Fields --- The help desk administrator
can customize 6 form fields in the client demographic data.
These six show up when viewing client demographics. 3 of the
6 custom fields will also transfer their data into a client's
tickets. |
| November
28, 2006 |
Bug
Fix - Email Formatting, Automated Emails --- Corrected
various formatting errors in the automated email system. |
| November
14, 2006 |
New
Feature - Billing Hours --- If you bill your customers
for time spent on support requests or jobs, then you can now
keep track of billing in a each ticket with our billing function.
Soon to be a full-fledge add on billing system, the current
default billing allows you to type in the estimated time for
a ticket and then the actual time for a ticket when you are
done. |
| November
4, 2006 |
Enhancement
- Improved PDA Module --- Major improvement in the
function and look of the pda module with minor bug fixes.
Faster loading with optimized graphics. The PDA module is
an add on module that can be added to your Dapper Desk purchase. |
| October
18, 2006 |
Update
- Lost Password Feature --- Minor touch-ups to this
feature including new email message text. |
| October
12, 2006 |
Enhancement
- New Ticket Status Icons --- A new matching set of
descriptive ticket icons has been added to the help desk interface. |
| October
3, 2006 |
New
Feature - Admin/CSR - Auto-Claim Ticket --- For a busy
support department with little staff, when you are faced with
many open tickets that need a quick reply to let them know
you have noticed their ticket... the AUTO CLAIM feature does
the trick. Just click once on the auto-claim icon next to
the ticket and the customer ticket is put into a status of
IN PROGRESS and the ticket is automatically updated with a
customizable, pre-determined reply. |
| September
3, 2006 |
Enhancement
- Customer Ticket Creation --- Added ability for a
customer to cancel their ticket request when the Administrator
has chosen to display FAQ topics to them during the ticket
creation process. What happens is, the ticket creation process
pauses so the customer can view the faq topics. At this point,
an icon is presented to them to allow them to enter the ticket
or cancel the ticket. |
| September
3, 2006 |
Bug
Fix - Statistics --- Recent changes to the database
caused statistics to function incorrectly. This situation
is remedied. |
| August
13, 2006 |
New
Version - Version 5.0.1 Released --- A completely different
mindset of features and aesthetics. Compare version 5.0 to
older versions and you may wonder what you did before 5.0
was released. |
| August
12, 2006 |
New
Feature - Customizable Email Auto Responses --- Administrators/Managers
can now customize the subject and text of most automated emails
that customers and CSRs receive in the help desk. |
| August
12, 2006 |
Enhancement
- New Themes Replace Old Themes --- New theme options.
Total of 4. Coolblue, Coolgreen, Coolbeige, Coolrust. Very
attractive and clean. |
| August
12, 2006 |
Enhancement
- Error Reporting --- Error reporting streamlined so
that various error messages will not appear unless you want
to trouble shoot. Then, go to myadmin and edit table "error_reporting"
to change the level of error reporting. Good for trouble shooting.
|
| August
10, 2006 |
Enhancement
- Power Menu - -- Enhanced the Power Menu so that it
is unchecked by default at login and also, the option for
CSRs to use the power menu is not available when the admin
has chosen to not allow use of the power menu. |
| August
8, 2006 |
Enhancement-
Improved Table Design - -- Improved the appearance
of tables by using alternating table background colors. Made
all tables that display lists of tickets uniform so that they
have the same options regardless of which section you display
the ticket list in. |
| August
3, 2006 |
Bug
Fix - Viewing Closed Tickets, CSRs --- The page list
now correctly shows all of the closed tickets on page 1, 2,
3 etc. |
| August
2, 2006 |
New
Feature - New tickets and FAQ topics - -- Now the FAQ
is tied into the ticket creation system for customers. Creating
a new ticket will display common faq answers that match the
category or subject of the customers ticket. Matching FAQ
topics will also display in the ticket view when a customer
views their ticket. It will offer them alternative faq choices
to view. |
| July
27, 2006 |
New
Feature - Display of Tickets to CSRs - -- New look
and feel in the admins screen allows the CSR to choose certain
actions in relation to viewing an open ticket such as Side
by side columns, default columns, view ticket list after edit
or view same ticket review after edit. |
| July
22, 2006 |
Bug
Fix - Clearing Tickets For Editing - -- Fixed bug in
admin where clicing the c or t to clear a ticket for editing
would mistakingly open the power menu. |
| July
20, 2006 |
Enhancement
- Ticket Search - --Enhanced the search feature to
search tickets via usernames so that the search can
be more exact. Required adding a new field to the sup tickets
database table to capture the CSR username. |
| July
19, 2006 |
Bug
Fix - New Column Display - -- New Display Field --
In the ticket list, where you see a list of all of the open
tickets, you can now choose to view the company name alongside
the tech name, status ,etc. This is set in ADMIN under TICKET
FIELD OPTIONS. |
| July
9, 2006 |
Bug
Fix - Display of CSR Name - -- Make sure the proper
CSR name is the one displayed when logged in. A problem with
cookies had prevented this from working properly. |
| July
9, 2006 |
New
Feature - Who Is Online - The customer can now see
a list of CSRs who are online when they login. This feature
can be enabled or disabled by the administrator. |
| July
6, 2006 |
Enhancement
- Customers Choosing Themes - The ability for a customer
to choose from the provided themes is now able to be turned
on or off by the administrator |
| June
10, 2006 |
Enhancement
- Pace Of Support Feature - In the pace of support
feature, the admin can choose to display to end-users (customers)
a brief synapsis of the current pace at which the CSRs have
been answering tickets. This feature was updated to display
the first response times to the customers which more accurately
reflects the pace of support. |
| June
9, 2006 |
Enhancement
- Automated task logging - Additional automated task
logging has been added to the help desk. This will help during
troubleshooting. |
| June
9, 2006 |
New
Feature - Information Help Items - Small question mark
icons have been placed throughout the help desk next to items
that deserve further informative explanations. For the user
to view the helpful information, he/she need only place their
mouse cursor over the icon and an attractive popup window
will display with the helpful information included. |
| June
8, 2006 |
New
Feature - Start Date - Each ticket entered into the
help desk can now be given a start date. The start date can
be added, edited and/or deleted. This feature will be appreciated
by those who do not start ticket solution immediately, and
rather, assign future dates for ticket solutions to begin.
This can be turned on or off in the administration screens. |
| June
8, 2006 |
Bug
Fix - Action Logs - Fixed a bug whereas an administrator
visiting the open tickets (opentickets_tech) page was logging
the visit to the page as an admin login. This page should
not generate any log entry. |
| June
3, 2006 |
Bug
Fix - Automated Emails - Fixed a bug that caused the
administrative login link to show up in customer automated
emails instead of the customer login link. |
| June
2, 2006 |
Enhancement
- PHP 5 Compatible - We have finished testing Dapper
Desk with PHP version 5. We now verify that Dapper Desk is
compliant with PHP 5, as well as PHP 4. |
| June
2, 2006 |
Enhancement
- MySQL 5 Compatible - We have finished the painstaking
task of making our software compatible with MySQL 5. MySQL
5 created a myriad of issues for PHP devlopers worldwide.
Many of the most popular programs have had to redesign thousands
and thousands of lines of code just to comply with the changes
made in the newest version of MySQL. Dapper Desk is now compliant
and can be installed on any server with MySQL 5. Dapper Desk
continues to also work on servers with MySQL 4 and 3. |
| May
31, 2006 |
Bug
Fix - Automated Emails - End User & Admin - Fixed a
bug that caused html code to show up in text based emails,
which made some automated emails look unattractive. |
| May
29, 2006 |
Enhancement
- Automated Tasks - Admin - Improved ability to run
tasks on Windows server via a Cron emulator for Windows and
a VBS script, located in the help desk directory. This is
a definite improvement and gives Windows customers the same
exact ability to run automated tasks as Linux users. Negates
the need to use the weak Windows Scheduler. Very important
improvement. |
| April
19, 2006 |
Bug
Fix - Changing Themes - End User - Previously, when
a customer chose to change their help desk theme, the theme
would not stay changed. This has been corrected. |
| April
5, 2006 |
Bug
Fix - Deleting a Ticket - Admin - When a CSR deleted
a ticket, they were taken to a new screen that displayed all
open tickets. Unfortunately, a bug caused all tickets including
Un-verified tickets to be displayed. This has been fixed and
now, only the open tickets from verified users (no spam) are
displayed after deleting a ticket. |
| April
5, 2006 |
Enhancement
- General Database - The database was expanded to allow
for more information to be stored which allows for future
expansion of Dapper Desk's feature set. |
| April
5, 2006 |
Enhancement
- Mouse Over Preview - When a CSR puts their mouse
cursor over the icon to view a ticket, they see a pop-up window
with a brief description of the customer's request. Formerly,
this was done using the ALT tag, which was problematic in
Firefox browsers. Since FireFox is gaining market share, we
have worked out a new solution that uses javascript
and works in all browsers, including Firefox. The mouse-over
popup allows for more info to be displayed and is a great
feature that assists the CSR and admins in fulfilling their
support to their customer base. |
| April
3, 2006 |
New
Feature - Database Logs - Admin - Now, many important
actions are logged into a database. This is helpful when the
administrator needs to trouble shoot issues in Dapper Desk.
For example, the logs contain information when someone logs
into to Dapper Desk, when someone creates a ticket, when an
administrator updates a ticket, when a ticket is automatically
closed, etc. |
| March
29, 2006 |
Enhancement
- Ticket Management- Consolidated ticket management
functions under one link. Added new link in administrations
screen, TICKET MANAGEMENT, which compiles all ticket functions
in one page. |
| March
29, 2006 |
Bug
Fix - Final Tickets - Fixed a problem that prevented
Final Tickets from automatically closing to CLOSED status
after a certain amount of time. |
| March
29, 2006 |
New
Feature - Stalled Tickets - Administration - Added
autopruning of help desk tickets based on their life span
and status. For example, if a customer does not respond to
a ticket in a set amount of time, the help desk will close
the ticket automatically and send an email to the administrator.
This is a great new feature that keeps Dapper Desk organized,
especially if your support department is very busy. |
| March
10, 2006 |
Bug
Fix - Adding New Users - Fixed bug when administrator
adds a new user with a last name over 22 letters. |
| February
21, 2006 |
Enhancement
- Help Desk Sound - Improved the sound feature of Dapper
Desk (optional). Added new sound sets. |
| February
19, 2006 |
Enhancement
- Administative Interface - Increased aesthetic viewing
of administration functions. |
| January
12, 2006 |
Bug
Fix - Emails With Hyphens - Fixed bug which prevented
emails with a hyphen in the domain name from being updated
correctly. |
| December
11, 2005 |
Bug
Fix - Fixed database update error in regard to administrative
settings. |
| November
9, 2005 |
Enhancement
-- Adding/Editing CSR Users -- The administrator now
has an improved interface to add/delete or edit CSR users.
|
| November
9, 2005 |
New
Feature -- Administration -- The administrator can
now give more detailed permissions to each CSR in regard to
what types of tickets they can view. For example, the new
multi-email POP to ticket feature. The admin can choose to
give a particular CSR access to all POP tickets, or select
tickets sent to certain email addresses. |
| November
9, 2005 |
New
Feature -- Multiple POP to Ticket Capability -- We
have added the ability to add up to 5 POP email addresses
into Dapper Desk. Dapper Desk will check these emails automatically
and turn each email into a help desk ticket. Previously, we
only allowed for 1. There is an upgraded interface to add/edit/delete
these 5 POP emails addresses. |
| October
25, 2005 |
Enhancement
-- Coding improvements -- We improved the code efficiency
in several administrative pages that will speed up the overall
operation of Dapper Desk. |
| October
23, 2005 |
Enhancement
-- MySQL Interface Upgraded -- We have upgraded the
MySQL frontend software. |
| September
16, 2005 |
New
Feature -- Sending Email Attachments -- Dapper Desk
now has the ability for admins and customer service reps to
send email attachments when responding to tickets. |
| September
14, 2005 |
New
Feature -- Spam Blocker -- Because Dapper Desk receives
emails and turns them into help desk tickets, it is natural
that spam emails can make it through and clutter up your help
desk. Of course, this is not acceptable to us. Therefore,
we have created a "box trapper" type of email verification
program for the Dapper Desk email system. When a person sends
an email to your help desk email address for the first time,
Dapper Desk will check the email address to see if it is verified
or white listed. If it is not verified, the help desk will
send an automated response to the sender, asking for them
to click a link in the email to verify that they are a legitimate
person, and not a spammer. Each user will only need to verifiy
one time. More Info. |
| September
13, 2005 |
Enhancement
-- Ticket Notes -- Ticket notes, located at the bottom
of each individual ticket when viewing a ticket, can now be
viewed by mousing over a link at the top of each ticket. If
no notes have been made, the mouseover link will not be visible.
|
| September
13, 2005 |
Enhancement
-- Ticket View List -- In the ticket list views, the
Customer Service Rep can now organize the ticket view list
by clicking on the subject header, ticket id header, etc.
to organize by that particular title when viewing a list of
tickets. |
| September
10, 2005 |
Enhancement
-- Admin Area -- The administration area was given
a small face-lift and organized better for ease of use. |
| September
10, 2005 |
Enhancement
-- Ticket View -- The ticket view where the CSR views
a list of all tickets has been updated. The administrator
can now choose which initial fields to display to the CSRs.
For example, the admin can choose to display the tech name,
or not in the list view. Or the admin can choose to list the
time the ticket was opened, or not. This allows the admin
to display as much or as little info to the CSRs in the list
view as necessary. |
| August
2, 2005 |
Enhancement
-- Administrative Navigation -- Improvements have been
made to the navigation of the administrative interface. |
| April
20, 2005 |
Enhancement
-- New Administrative Control -- The administrator
can now choose whether to display the email parser on the
main login page or to display it in a separate pop-up window.
The admin can also choose to display or not to display the
Network Tool and the Graphical Stat menus under the navigation
menu. |
| March
16, 2005 |
BUG
FIX -- Email To Ticket Feature BUG FIX -- It was reported
that customers were not receiving email auto responses when
opening a ticket via email. This issue is resolved. You may
download the bug fix by clicking
here. |
| January
12, 2005 |
ENHANCEMENT
-- Email To Ticket Feature Upgrade -- Added a javascript,
seconds count down to the left side email queue to count down
the time, in seconds, until the next email queue check. |
| January
12, 2005 |
BUG
FIX -- LOST SESSION LOG OUT MESSAGES -- Fixed incorrect
links in the error message received when a browser session
ends unexpectantly. |
| January
12, 2005 |
NEW
FEATURE -- 3rd Party Live Help Software Integration
-- For customers who use their own live help system, not ours,
we have provided the ability to integrate 3rd party live help
software into Dapper Desk. |
| January
12, 2005 |
Bug
Fix -- Templates -- All templates have been up-to-date
to fix bugs where some features did not work properly in some
templates. |
| January
9, 2005 |
ENHANCEMENT
-- Email To Ticket Feature Upgrade -- The email parser
can be installed via cron on Linux/Unix systems, and, alternately,
the help desk customer service reps could open up an auto-email
parser that would check for new help desk emails at an interval
of your choice. Previously, the auto-email parser could be
opened in a separate window from the administration screens.
Now, we have changed this so that the email parser opens upon
login by a CSR or administrator and new email ticket info
is displayed on the left side menu. |
| January
9, 2005 |
ENHANCEMENT
-- Category statistical reporting -- This feature lists
all tickets that were answered in various categories based
on a monthly period of time. Previously, all categories were
shown, even if no tickets were opened in that category for
the month. Per customer requests, we have changed the display
to show only categories that have been selected by the end-user.
Categories that have not had any open tickets will not be
displayed in the monthly statistics. This change makes the
display of monthly category statistics much easier to read.
|
| December
28, 2004 |
ENHANCEMENT
-- Email To Ticket Feature Upgrade -- This feature
has been upgraded in that, customer responses are better organized
in the help desk view for the customer service reps and date/time
stamps are put on each section of each previous reply. |
| December
8, 2004 |
NEW
FEATURE -- ALL -- Usage Manual -- A new HTML based
installation and usage manual has been released. This manual
is included with all new releases and greatly improves the
installation experience. The manual can be viewed at http://www.dapperdesk.com/hd/manual
|
| November
12, 2004 |
OPTIMIZATION
-- ALL -- General code cleaning and optimization of existing
code. Further database enhancements and preparations for expansion
of upcoming versions. Further work on the language modules
preparing for a language aware Dapper Desk. |
| October
18, 2004 |
OPTIMIZATION
-- ALL -- Code clean up and optimization. Tweaked and condensed
database codes and calls. |
| September
29, 2004 |
NEW
FEATURE -- ADMIN -- Query Tool -- For help desk owners
that deal with customers that have domain name and IP address
concerns, there is now a network query tool in the help desk.
The customer service rep can use this tool to query domain
name whois records, port 80 access, dig dns records and more. |
| September
25, 2004 |
NEW
FEATURE -- ADMIN -- IP Tracking -- When a customer
creates a ticket, the helpdesk records their IP number in
the help desk and displays it in the ticket. Knowing the customers
ISP IP number is sometimes helpful to a CSR in some instances. |
| September
19, 2004 |
NEW
FEATURE -- ADMIN -- Graphical Queue Summary -- Each
customer service representative and admin is presented with
a ticket queue summary when the login. The graphical display
is on the left side menu in each theme. The summary shows
a graphical representation of the number of tickets that are
open, the number that are new, awaiting response, the number
of tickets that are updated by customer and awaiting response
and the number of tickets that are in emergency status. |
| September
10, 2004 |
ENHANCEMENT
-- ADMIN -- New & Improved Graphical Statistical Reporting
-- The statistics have been completely redone and do not resemble
the old statistics at all. Graphical reports are now displayed
with more results and stat points available. This is a major
improvement. |
| August
31, 2004 |
NEW
VERSION RELEASED -- 3.1.0 -- Many enhancements including First
Responders, improved search functions, custom form fields,
Power Menu, improved administration layout, new themes and
much more. This version includes changes to the database
structure and is a major upgrade. |
| August
31, 2004 |
BUG
FIX -- STATISTICS -- The statistics (Time Reports) features
were evidently hosed due to recent upgrades to the table structure
of the database. Extensive reworking of the statistics code
has corrected the problem and even improved the function of
the statistics. Further work continues on adding additional
functionality. |
| August
31, 2004 |
ENHANCEMENT
-- Admin -- Statistics -- The page "showstats-monthlytechs2.php"
now has linkable numbers for the stats. Not only can you see
that the CSR had 40 tickets in a month. You can click on the
number and view the list, which is also clickable for further
detail. You can also click on the Outstanding tickets number. |
| August
29, 2004 |
NEW
FEATURE -- All -- First Responder. Now, the CSR who answers
each ticket first will get credit and their name will be put
in the database as the first responder. Their time is also
recorded (Time between the moment the ticket was opened by
the customer and the time the ticket was first responded to).
Statistics are in the works and will report monthly on the
total number of first responses for each Customer Service
Rep. The average first response time for each CSR will also
be reported. This feature will be combined with a First Responder
Compensation module in the near future so that administrators
can give monetary bonuses based on various First Response
statistics. Stay tuned! |
| August
29, 2004 |
BUG
FIX -- All -- There was a sticky problem with the Assigned
Tickets table not always displaying all assigned tickets.
This was due to the way the database has been queried. We
added new fields to the ticket table and made one of the fields
hold specific info about assigned tickets, making the info
easier to query. Problem solved. |
| August 24, 2004 |
ENHANCEMENT -- All -- New theme released,
"Raging Red". |
| August 21, 2004 |
NEW FEATURE -- All -- New options frontend
for the administrator allows the admin to further control
the function of the help desk. Can now turn on/off task manager,
turn on/off assigned tickets display, give table row background
color for emerency tickets/assigned tickets/mouse over cursor/.
|
| August 21, 2004 |
ENHANCEMENT -- All -- 2 new
themes introduced -- Gray and Intricate. Total themes
now at 10. |
| August
15, 2004 |
BUGFIX--
Customer -- Fixed a bug in the Pro-Site template that was
causing an error when clicking on the FAQ menu (customers/end-users).
FAQ link now works properly. |
| August
15, 2004 |
NEW
FEATURE -- Admin -- Power Menu -- The help desk administrator
can now choose to use the Power Menu option. The Power Menu
option splits the administration/customer service rep screens
into to two frames, side by side. The right frame is a customizable
menu. An astute administrator can add helpful links to the
Power Menu that will assist the CSRs in performing their tasks.
For example, a hosting company might put links to registrars,
dns services, etc, in the Power Menu. Admin can choose to
make links open up in the Parent frame or a new browser window. |
| August
4, 2004 |
COMING
SOON -- First Responder Module -- We are adding a new
feature that will time the first response that a ticket creates
and make this a trackable statistic. Coming after that, we
will create an add-on module that will allow you (if you choose)
to provide bonuses of any amount to your techs who respond
within a certain amount of time. The bonuse amounts will be
tracked and booked for display and pay. |
| August
4, 2004 |
ENHANCEMENT
-- Administration -- Split up the administration screen into
two main screens. Added attractive buttons to the admin screen.
Former page "hdamin.php" contained all administration features
and was very long. Removed the action menu from "hdadmin.php"
and made it its own page "admin-action.php" and both pages
link back and forth to each other for easier navigation. |
| August
4, 2004 |
BUGFIX--
Administration -- Fixed a bug that was causing the BORDER
of the "ASSIGNED TICKETS" table to display, even if the tech
did not have any assigned tickets. |
| August
2, 2004 |
ENHANCEMENT--
Administration -- Create ticket by admin has been enhanced
and made more attractive. New submit button and general cleaning
up of the look and feel. The original page (admin-addticket.php)
was split into 2 parts... the original page remains, but now
does not have the Create New Account form included in the
same page. Instead, a link is provided in the page that directs
the admin to visit the other page if he/she wants to add a
new accouont (admin-add-account.php) |
| August
1, 2004 |
ENHANCEMENT--
Administration -- Search Customers function has been improved,
layout enhanced and made more attractive. Search results and
delete option improved. Admins can now search tickets via
Username, Last Name and/or Email Address |
| July
27, 2004 |
ENHANCEMENT--
Admin - Made the form fields customizable so customers can
rename certain fields in the customer account database. Example,
for non-web hosting companies, they may want to rename the
"domain name" field to something else. A database table corresponds
to this data. |
| July
7, 2004 |
NEW
FEATURE-- Customer - If a customer has cookies enabled in
his/her web browser, they can choose to save login info so
that they do not have to type in their username and password
each time they login. Each time the customer returns to the
help desk on their same pc, the username and password will
be pre-filled for them. |
| July
1, 2004 |
New
Version Released, 3.0.1 -- A new version of Dapper Desk is
officially released. Version 3 is radically different in its
structure compared to version 2. |
| June
29, 2004 |
NEW
FEATURE-- All - A new theme called "SunX" has been added to
the theme list. Dapper Desk now supports 9 themes. Some older
themes are no longer offered. New themes will be added soon.
|
| June
28, 2004 |
NEW
FEATURE-- Customer - Added ability of a user to change their
theme at any time. This feature can be turned on or off. |
| June
10, 2004 |
UPGRADE--
Admin - The create ticket feature whereas an CSR can create
a ticket for a customer has been stream lined and improved.
|
| June
8, 2004 |
UPGRADE--
Admin - The email ticketing parser has been upgraded and improved.
A new interface in the admin screen has been added which allows
the admin to update the parser settings at any time. |
| May
11, 2004 |
UPGRADE--
All - An upgraded POLL system has been added to Dapper Desk
with greater function and stability. |
| May
1, 2004 |
UPGRADE--
Admin - A newer version of the mysql frontend has been added
to Dapper Desk. |
| April
19, 2004 |
ENHANCEMENT--
Admin - The pages that send emails to customers (autoresponses)
have been udpated so the FROM field reflects the field "Reserved3",
so that the administrator email address can be made anonymous.
|
| April
14, 2004 |
NEW
FEATURE -- Customer Service Alerts. This feature allows you
to add a customer news item and choose to have it popup in
the customer's screen upon login. This is useful if you must
get the word out about an issue in an urgent manner. This
feature can be on or off. |
| March
21, 2004 |
ENHANCEMENT
-- All Themes -- The administrator of the help desk now has
the ability to turn on or turn off the task manager. |
| March
21, 2004 |
DATABASE
STRUCTURE UPDATE -- The structure of database table named
'options2' has been changed to add new fields. |
| March
21, 2004 |
ENHANCEMENT
-- Task manager. Added the ability for customer service reps
to re-assign a task to another rep. The task then shows up
in the new-assignee when he/she signs in. New status icons
updated for task manager. |
| March
10, 2004 |
NEW
FEATURE -- Task manager. Customer service reps can add/edit/delete
tasks. A table is visible upon login letting the service rep
know if they have outstanding tasks. If they do, the can click
on the link and view tasks or add and edit the tasks. If they
do not have any open tasks, then the table is not displayed
and they can then add tasks from the side menu. |
| March
08, 2004 |
BUGFIX
-- Previously, when a customer updated their ticket, it erased
the tech notes in the adminstration section. This has been
corrected. |
| March
4, 2004 |
ENHANCEMENT
-- All -- Tickets assigned to other techs now display with
yellow background in help desk to distinguish them OR a separate
table is displayed that will show the tickets assigned to
a certain tech. Additionally, tech users will see a red icon
next to tickets assigned to them |
| March
2, 2004 |
ENHANCEMENT
-- All -- Added additional html checks to email ticketing
to avoid html tickets from being parsed into the help desk.
This prevents a number of spam emails from making it into
the help desk and helps prevent malicious code from being
executed from within the help desk, sent via email. |
| March
2, 2004 |
BUGFIX
-- All -- Corrected a problem with the email ticketing system
that caused customer replies to their ticket to not update
the original. Instead, an entirely new
ticket was being created. The new release corrects this problem
so that the original ticket is updated in the help desk. |
| March
2, 2004 |
NEW
FEATURE - Added a scroller that displays at the top of the
page. This is a good place to put important messages. Visible
to the admin and to the customer. Admin sets text messages
for scroller from admin screen. Admin can choose to turn off
scroller or turn it on. |
| February
19, 2004 |
BUGFIX --
Under Reporting Stats/Category Stats, the ticket category
drill down was not working properly. When you clicked on a
category statistic to display the tickets that were answered
in that category (Under reporting) it would display a blank
result in some cases. This has been fixed and now works properly.
The click method to display category specific ticket stats
was also altered. That function now uses a javascript command. |
| February
1, 2004 |
ENHANCEMENT
-- sup_tickets DATABASE FIELDS ARE NOW INCLUDED FROM ONE FILE
-- Fields in db table "sup_tickets" are now included from
a single file. So, if we add fields in the future, we need
only update one file instead of 100 files. This will enable
us to speed up the process of updating and adding new features.
A new database field was also added, requiring any customers
who upgrade to also upgrade their database. |
| January
30, 2004 |
NEW
FEATURE - POPUP PREVIOUS TICKET FOR TICKETS WHICH REFER TO
OLD TICKET # -- Added a new feature. Previously, a customer
could reference a closed ticket by clicking on a link while
viewing their own closed ticket. The link would put the ticket
ID number in the subject of the new ticket and they could
then add any new text to the new ticket. Thus, they would
create a ticket that said "Refer To Ticket #232323" or something
similar. In the customer service admin interface, the rep
saw the ticket, the reference to previously closed ticket
ID. But, the customer service rep had no way to view the old
ticket without closing the current one. This was cumbersome
and time consuming. This has been solved by adding a new feature
that makes the subject of the new ticket "Ex. Refer To Ticket
#23332", a link which pops up a new window over the current
ticket. The new window contains the old ticket. Thus, the
customer service rep can view the old ticket and the new ticket
together. |
| January
17, 2004 |
ENHANCEMENT
-- Lost Password Feature Upgraded -- In the past, lost passwords
could not be searched via a users email address. Now, a user
can search for a lost password based on their email address
as entered into the help desk. |
| January
15, 2004 |
NEW
FEATURE -- EMAIL PROMOS ADDED -- A new table was added in
the database to hold email promos created by the administrator.
Email promos are included in emails that are sent automatically
by Dapper Desk. Ex. Let's say you want to inform your customer
base about a new product. Simply login as admin and click
on email promos. Then, add a promo (TEXT ONLY, NO HTML). Then,
any email that is sent to a customer who uses Dapper Desk
(Auto emails) will include the promo. |
| Oct
9, 2003 |
Enhancement
-- Added latest news to the Quick/No Login ticket creation
so that people who use the quick ticket function, and who
do not login will still be able to see latest news. |
| Oct
9, 2003 |
Enhancement
- Added features to email ticketing. 1. The email address
that the user sends to in order to open a ticket is now displayed
in the ticket. 2. The date of the actual email is now displayed
in the ticket, parsed directly from the email itself. Previously,
there was no way to know the exact time of the ticket as the
ticket was inserted and dated at the time the email was parsed.
Depending on the administrator's settings, this could be off
by as much as 24 hours. |
| Sept.
29, 2003 |
New
Feature -- Added ability for the administrator to include
no-login, quick ticket creation into the login page. This
allows users to create a ticket without logging in. This featured
can be toggled on or off by the admin. |
| Sept.
29, 2003 |
Bug
Fix -- Fixed a bug that would show the T or C link that indicated
file locking, so that a tech could not overwrite a ticket
that was being worked on by someone else. A bug created a
problem whereas the tech could not simply click on the indicator
to clear the file locking. It is now clickable and working
and will clear the file locking so that the ticket can be
edited. |
| Sept.
29, 2003 |
Bug
Fix -- Fixed a bug that would not allow admins to create a
ticket after adding user under Create Ticket. |
| August
29, 2003 |
New
Version Released - Version 2.0.2 -- Various code upgrades
and enhancements distinguish this version from previous. |
| August
29, 2003 |
Enhancement
-- Code enhancement and general cleanup of code to improve
performance. |
| August
29, 2003 |
Enhancement
-- Stats that show category statistics now drill down further
so you can view all tickets in a particular category for the
month. |
| August
29, 2003 |
Enhancement
-- Added ability for admins to edit techs in the add/delete
techs section. Previously, the tech had to be deleted and
re-added to update. |
| August
9, 2003 |
Enhancement
-- Added cosmetic changes to forms within Dapper Desk. Old
form boxes are replaced with color co-ordinated boxes that
look more professional. |
| July
28, 2003 |
Bug
Fix -- Corrected an administrative login problem that prevented
recognition of individual tech users upon login. |
| June
30, 2003 |
Enhancement
-- Added quick notification in admin screens when a customer
or another tech is editing a ticket. This alerts the admin
to not bother editing the ticket at that time, saving valuable
time. This is realized by viewing open tickets in admin screens.
A letter "T" is appended next to the ticket number in the
ticket queue summary when another tech is editing the ticket.
A "C" is appended when a customer is editing the ticket. The
letter can be clicked on to clear the ticket to allow the
tech to edit the ticket. If the ticket is not cleared, then
the tech is prevented from editing the ticket (preventing
data loss). |
| June
30, 2003 |
New
Feature -- Added additional statistic feature. Admin can now
view category statistics, showing the most active category,
etc. |
| June
30, 2003 |
Enhancement
-- Some customers were having trouble with login to the FAQ
admin section depending on the security hash setup on their
individual servers. We re-wrote the code of the FAQ admin
scripts to avoid this problem. |
| June
30, 2003 |
New
Feature -- Added a popup window to enable Windows users, who
are unable to use cron, to activate email to ticket parsing
easily. The window can run in the background or in the foreground,
giving text and sound notice whenever a new ticket is parsed. |
| May
25, 2003 |
Bug
Fix -- Corrected a problem where as new tech permissions were
sometimes not read correctly by Dapper Desk resulting in lesser
permissions availability. |
| April
17, 2003 |
Enhancement
-- Various code enhancements and code clean up resulting in
quicker page displays. |
| March
27, 2003 |
New
Version Released - Version 2.0.1. This version
has many changes including new themes, inclusion of Live Help
software within Dapper Desk, new, improved table layout, additional
stats based on ticket categories, new voting option choice
for customers to grade tickets (Excellent), and further code
optimizations. Older, less popular themes have been
removed from Dapper Desk including Business Theme, Intricate,
Soft and Gray. New themes added including Exacto, Loon
and Loon Red. Modern Theme updated extensively. Eligible
customers may upgrade for free.
Requires update to MySQL databases. |
| March
4, 2003 |
Enhancement
-- Improved poll feature that allows the administrator to
include a poll in the content of the main login page, or include
under the side menu for Dapper Desk. |
| March
4, 2003 |
Added
text wrapping so that long URLS do not distort the tables
in Dapper Desk. |
