New features

1. Major update to Reports - now possible to create reports in other time parameters like Ticket assignment, Ticket closure, Customer reply on ticket, staff reply on ticket. This is other than the existing parameter of Ticket created time
2. Reports are now saved with the same date range as last viewed
3. Staff name who created ticket on behalf of customer is now mentioned in the activity log
4. Create new related ticket from another ticket
5. New tag - {{cc_recipients}} added to Staff new reply and Staff new ticket notification
6. New tag - {{last_actual_client_reply}} added to Reply template and Staff private note notification templates
7. The tags {{last_client_reply}}, {{last_staff_reply}} and {{last_actual_client_reply}} are now a part of Smart rules send email action
8. Preferences for determining CC recipients to be shown in add update form and for making time spent mandatory
9. Auto add contacts to a Contact Group based on the domain name
10. Contact groups are now available as a part of conditions in Smart Rules, Reports and SLA
11. JIRA integration
12. Webhooks - for ticket creation and ticket update
13. Perform webhook action now available in Smart rules
14. Now possible to add and use HTML canned actions
15. Work schedules now available for association with Smart rules too

Enhancements

1. Performance improvements
2. API improvements
3. Now showing SLA performance report for all reports
4. Added staff login link to customer panel forgot password page
5. Now showing "Customer updated" when staff replies to a ticket via email notification and while staff does a quick reply
6. Clone reports now available
7. Canned action export contains message also
8. Font change option in rich text editor
9. Optimised the loading of custom fields on ticket detail page for performance improvements
10. Keyboard shortcuts on ticket detail page
11. Account admin can now reset password for a contact
12. Category and Staff signatures now HTMLised (in display. was always being
    sent out in emails as HTML)

Bug Fixes

1. Fixed bug where search text in Knowledge Base was not getting cleared, when the default language is anything other than English
2. Fixed bug where the count of tickets for contacts was showing incorrect numbers in some cases. (Note: This has not been fixed fully yet, but over 90% of the incorrect values present previously have now been corrected)
3. Fixed bug where response time was showing incorrect value in reports
4. Fixed bug where search functionality was failing when email field was non-mandatory in the staff new ticket form
5. Fixed bug where IE browser was showing a CSRF error while the embed form was used
6. Fixed bug where incorrect tags present in notification templates caused outgoing emails to fail
7. Fixed bug with unassigning ticket via API
8. Fixed bug where it was possible to add a reply to the merge loser ticket,
   via mass reply (via related ticket)
9. Fixed bug where a smart rule with Send email action was showing the same
   action even after the action was changed
10. Fixed bug where when a smart rule is deleted, the associated activity log
    in tickets was also deleted