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JV-HelpDesk Pro 2.4 Beta 4 Released

Blog
Niranjan SrinivasaRao
Thursday, 19 September 2019
389 Hits
4 Comments

Thanks to our beta users and particularly to Hideto, we have been getting some great feedback on the first 3 beta versions of JV-HelpDesk 2.4 Pro. The feedback has helped us improve JV-HelpDesk immensely for use with organizations. With this we have released the 4th and hopefully the final beta of 2.4 version today. Beta user can download this beta from "Download Files" section in our Help Desk system. We have introduced major improvements in beta-4 and please read on to know more about them with screenshots.

Comprehensive Permission Based Matrix 

With 2.4 beta-4 we have introduced an exhaustive permission based matrix. Admin can configure this matrix to allow or deny various ticket action permissions to different types of users. Actions include view ticket, view custom fields in ticket, edit ticket, delete ticket, close ticket, reply to ticket, edit ticket status, edit ticket priority, edit ticket status, edit ticket visibility, edit ticket type, edit reply, delete reply, mark reply as confidential, up vote ticket, follow ticket etc... The different types of users to whom these actions can be configured include:

  1. Ticket owner, Assigned Staff Member and Any Other Staff member for Private Tickets.
  2. Ticket owner, Assigned Staff Member, Any Other Staff member, and Any Other Registered User for Public Tickets.
  3. Ticket owner, Assigned Staff Member, Any Other Staff member, and Any Group Member for Group Tickets.
  4. Administrators will be able to do all actions from front-end and back-end for tickets.
  5. All permissions will be denied for guests.
  6. If the ticket is closed, then only the View Ticket and View Custom Fields permissions are applicable as configured, and all other permissions will be denied irrespective of the permission settings.

All staff members can view group tickets and post replies to group tickets that are not assigned to any staff member. The ticket will be automatically assigned to the staff member when he/she replies to it the first time, or when he/she self assigns the ticket. Once the ticket is assigned, the above matrix permissions will apply!

Other Changes in 2.4 beta-4 

  1. When replies in a ticket are sorted with newest at the top, we have added the "Post a Reply" button immediately below the ticket description. This way the user does not need to scroll down to the bottom to reply to the ticket
  2. In "Download Files" in front-end, the default view will be to show all recent files. Additionally a category filter has been provided at the top which which users can filter by category and view the files in them anytime. Those categories to which they do not have access will be disabled for selection.
  3. We have introduced a new option to use short URLs or original long URLs in ticket notification emails. It will be set to Short URLs by default, but you can always configure it to use Long URLs if you have email clients that block emails with short URLs.

We hope you like the new features introduced in 2.4. Looking forward to your feedback and on releasing 2.4 GA soon.

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About the author

Niranjan SrinivasaRao

Niranjan SrinivasaRao

 

Comments 4

MrGenius1
MrGenius1 on Monday, 23 September 2019 22:31

So far so good. No complaints here

0 Cancel Reply
So far so good. No complaints here
Cancel Update Comment
Hideto
Hideto on Monday, 30 September 2019 10:21

I am reading this article now for work reasons, but I am excited about the content. Great!
I'm going to start testing beta-4 and give feedback.

0 Cancel Reply
I am reading this article now for work reasons, but I am excited about the content. Great! :D I'm going to start testing beta-4 and give feedback.
Cancel Update Comment
Hideto
Hideto on Monday, 30 September 2019 12:21

There seems to be a problem with the support ticket for this site. I experience an error when trying to feedback. Currently, in the category "JV-HelpDesk 2.4 Beta Testing", only Group can be selected as Visibility.

0 Cancel Reply
There seems to be a problem with the support ticket for this site. I experience an error when trying to feedback. Currently, in the category "JV-HelpDesk 2.4 Beta Testing", only Group can be selected as Visibility.
Cancel Update Comment
Deepa Bhaskaran
Deepa Bhaskaran on Wednesday, 02 October 2019 21:45

Yes. We have configured the beta testing category to allow only Group tickets as the same issue can be voted for by other beta users as well. If you have sensitive information to share in your replies, please mark them as confidential.

0 Cancel Reply
Yes. We have configured the beta testing category to allow only Group tickets as the same issue can be voted for by other beta users as well. If you have sensitive information to share in your replies, please mark them as confidential.
Cancel Update Comment
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Latest Comments

JV-HelpDesk 2.4 Released and with Community Builder Integration
03 November 2019
Sure. We have it in our roadmap and will implement it soon.
JV-HelpDesk 2.4 Released and with Community Builder Integration
13 October 2019
Would be nice with integration and support for EasySocial too.
JV-HelpDesk Pro 2.4 Beta 4 Released
02 October 2019
Yes. We have configured the beta testing category to allow only Group tickets as the same issue can ...
JV-HelpDesk Pro 2.4 Beta 4 Released
30 September 2019
There seems to be a problem with the support ticket for this site. I experience an error when trying...
JV-HelpDesk Pro 2.4 Beta 4 Released
30 September 2019
I am reading this article now for work reasons, but I am excited about the content. Great! I'm goin...
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