Vision Helpdesk V2.3.2 was major release with SMS Alert, 3rd party integration (blesta / clientexec) and much more — now we are ready with more new features with our V2.4.1 beta release.

Vision Helpdesk V2.4.1 not just includes fixing of some important bugs in V2.3.2 but also includes most request features “Pre  and Post Parser“.

Features added in Vision Helpdesk 2.4.1

• Pre and Post Parser
• Catch-all emails — A Catch-all for email, usually refers to a mailbox on a domain that will “catch all” of the emails addressed to the domain that do not exist in the mail server. Configuring a catch-all address can help avoid losing emails due to misspelling. The Catch-all feature allows you to enter regular expressions to match patterns in the addresses of incoming e-mail messages and route the emails to destination email queue.
  
• Advance user / client management ( A slick design with bundle of operations for add / edit / delete users, The new design gives option to carry mass action over list of users - ban / remove ban, change users group, change users SLA,  and so on.)
• Delete emails / leave a email copy option for POP3 & IMAP accounts.
• Mail queue disable option.
• Add Break lines in Mail Parser.
  

Bug fixes in V2.4.1

• No attachment received in client email — This is fixed now, clients can receive email attachments in their email clients.
• Query optimization for Quick search, Reports, Filters and Advance search.
• Report generation “Error in execution” fixed.
• Client portal user registration bug fixed.
• Language if set default will not allow users to change language on client portal  — this is fixed now. Now vision helpdesk allows you to set default language for  client portal and also visitors can change language from language drop down.
• While editing ticket properties like user email it used to change email for all tickets that were opened with particular email that is being changed. Now with V2.4.1 the email change will be limited to the ticket for which email is being changed. (If the new email that is being added does not exist in user list it will get auto registered)
• While adding note few characters (example ‘+’ or single quote or < ) were not displayed.
• Some characters (example single quote ) in tickets restricted viewing ticket.

Change Log

You can find the list of files that were edited during version change V2.3.2 to V2.4.1 beta

http://thevisionworld.com/forums/index.php/topic,106.0.html

How to Upgrade to V2.4.1?

Vision Helpdesk offers Auto upgrades from Admin Panel   Click on >> Software Information >> Available Updates will shows updates available for upgrade.

Greetings!!

Vision Helpdesk team is constantly working on new features to bring you best helpdesk tool for your business.

Our upcoming version is schedule to be released in first week of Nov 2009 — This new version will include powerful tool i.e Pre & Post Parser.

Pre and Post parser will allow users to set filter criteria and based on criteria they can specify several actions.

Filter criteria allows users to define what conditions they want to match against incoming emails.  Users can create pre or post parsing rules and decide execution order for rules.

Pre and Post parsing turns out to be perfect tool for automation — based on rule actions can be decided — example changing department, marking ticket as spam, changing ticket priority, ticket status and so on.

Pre and Post parser gives you complete control over your incoming emails.

We will keep updating this post with more information on release schedule.

Vision Helpdesk offers powerful e-Mail Parser to manage email communication between user and helpdesk staff - The core function of e-mail parser is to automatically convert e-mail messages into tickets or tickets responses.

Our e-Mail Parser includes some advance features like :

• Ticket Creation — Vision Helpdesk e-mail parser reads email messages and automatically converts them in to ticket.
• Email Detection — Vision Helpdesk automatically detects whether  the incoming message is for a new ticket or is simply a response to an existing ticket.
• Auto-assign Tickets to departments — Vision Helpdesk categorize tickets company and further department wise — E-mail parser auto assigns tickets to respective mail queues (departments) i.e Sales emails goes to Sales Mail queue (Department) and so on..
• Auto Responder — e-Mail Parser sends an auto responder email whenever a new ticket is created - The auto responder email contains the ticket information and user login credentials.
• Infinite Autoresponder Loop Control — e-Mail Parser sends out autoresponder to user email message and if user email too has auto responder set, it will create infinite auto responder loop floading helpdesk with tickets. Our email parser breaks such loops automatically by using advance loop controling mechanism.
• Break Line Detection — This feature will auto remove the old responses / email quotes.
• File Attachments — Both user and staff can attach files to their email messages and ticket replies.
• Follow’s RFC Standards — Our e-mail parser follows RFC standards and it supports email messages originated from all email servers.
• E-Mail Banning — Vision Helpdesk allows staff to ban e-mail addresses,  e-Mail Parser silently excludes parsing email messages originated from such ban email id’s.
• Users Ticket Creation  — User’s can open ticket using Vision Helpdesk client portal or their favorite email client. (example outlook, thunderbird etc).
• Two Way Email Parsing — It allows Client and Staff both to update tickets in Vision Helpdesk via e-mail (they can use their favourite email client to reply tickets.) With this Staff does not need to login to Vision helpdesk to reply to tickets.
• E-mail Piping — Our e-Mail Parser accepts emails using piping method too. (Email Piping is basically email forwarding where emails are just pushed to parser from actual email accounts — This is instantaneous process and widely used)
• Fetch emails using Pop3 / Pop3 SSL / IMAP / IMAP SSL / TLS – This is alternative method for email piping. This requires login and password for respective email accounts that you wish to configure in Vision Helpdesk. Parser is designed to support POP3/IMAP/POP3 SSL/ IMAP SSL / TLS protocols.  This method requires setting up cron job that fetch emails after every 5 mins.
• Supports text and Multi-Part eMail messages — Our e-mail parser supports parsing text and multi-part email messages - images and other mime types are stored as attachment in tickets.
• Blocks executable scripts through emails — Our parser checks email content while ticket creation and deactivates any malicious scripts included in email messages.
• Iconv Supported — We use the iconv function to  handle most email encodings - Using IconV mail parser converts encoding to UTF-8, Example — If a client sends ticket in Persian language IconV converts this encoding to UTF-8 in order to preserver email content.
• Pre and Post Parsing –Pre and Post parser will allow users to set filter criteria and based on criteria they can specify several actions. Filter criteria allows users to define what conditions they want to match against incoming emails.  Users can create pre or post parsing rules and decide execution order for rules. Pre and Post parsing turns out to be perfect tool for automation — based on rule actions can be decided — example changing department, marking ticket as spam, changing ticket priority, ticket status and so on.
• eMail Parser Log –  e-Mail Parser maintains parser log that gives in site of each activity carried out on email message while its conversion to ticket. This is helpful to troubleshoot if something goes wrong while parsing emails.