New Updates to Helpdesk Pilot: Advanced Search, Merge Tickets, Auto Assignment and More

A new version of our user friendly support system, Helpdesk Pilot is now available. A ton of new features, enhancements and bug fixes are part of this new upgrade.

We’ll be walking you through many of these features in the coming days. In the meantime, here is the complete changelog:

New Features

  1. Advanced search option (including custom fields)
  2. Now possible to save search results and set landing page options on a per staff level to a specific saved search
  3. ALL NEW – Actions drop down option in ticket detail page for actions that can be performed
  4. Merge tickets
  5. Auto Assignment feature – assign tickets based on round robin assignment
  6. Integration with Olark live chat and SnapEngage live chat services
  7. New print options – ticket list page for multiple tickets. In ticket detail page-options to select/deselect Messages, Forward notes, Private Notes, Activity log
  8. Custom favicon support for instances which have Re-branding option
  9. New BCC template for Reply template, so that all customer replies can be BCCed to one email ID
  10. Configurable settings for fields to be displayed on staff new ticket form
  11. Ability to add private notes to tickets from staff replies to email notifications
  12. Added due date condition and due date as action in Smart Rules
  13. Added set category in the actions list in Smart Rules
  14. Log of deleted tickets (Note: Not applicable when category is deleted and tickets under it are bulk deleted)
  15. Added custom field import in contact import via CSV/XLS
  16. New tags – last_customer_reply and last_staff_reply in notification templates
  17. Email field optional on new ticket form
  18. Quick ticket bar
  19. Helpdesk Pilot now supports new languages – Russian, Spanish, Brazilian Portuguese, Turkish, Bulgarian, Norwegian, Hindi, Romanian, Albanian, Greek, Slovenian, Hungarian, Czech, Traditional Chinese, Italian and Korean.


  1. Private note notifications will now contain attachments
  2. Changed color for Forward type message update on ticket
  3. Security enhancements for attachments stored on S3
  4. New section to manage Re-branding settings on Manage >> General page
  5. New option to change status of a ticket from the ticket box
  6. Now showing phone numbers of contacts in the raised by drop down in the ticket box
  7. Hiding custom fields, time spent, tags on ticket detail page when none available
  8. Now showing contact phone number in the raised by drop down
  9. New ticket inflow report on Dashboard now shows new tickets and other pending tickets
  10. Increased signature length for Staff and Category signatures
  11. UI enhancements for the More actions drop down
  12. Made focus in the ‘To’ text box in forward ticket page
  13. Added select all/deselect all for attachments in forward ticket page
  14. Removed contextual menu for the rich text editor
  15. Made the due date condition in smart rules behave as a deferred action
  16. Preventing inactive staff from showing up in assignee condition in reports
  17. Added ellipses in ticket box for customer message snippet
  18. Add subscribers option is now available in the more actions drop down in Ticket detail page
  19. Better alignment for multiple choice custom fields values
  20. Mail receiver optimizations
  21. Added default section in Knowledge Base
  22. Better search functionality in Customer Panel
  23. Canned responses Export (CSV and Excel)
  24. Preserving search results view after changing custom field information in the ticket detail page
  25. Sorting category list alphabetically in the move ticket page
  26. Retaining sort order in multiple tickets print page and in the tickets list page
  27. Now including staff signature in Forward ticket template
  28. Save and View option now available on Create report page
  29. Additional columns displayed in the tickets Tabular Information export – First response time, Response time and Last closed date
  30. Changed the customer name and customer email text boxes in smart rule conditions to suggestion based
  31. Showing type of custom field in the custom fields listing
  32. Get the public link for Knowledge Base article from article page
  33. Upgraded rich text editor along with full screen writing
  34. API updates – updating and editing contacts, merge tickets and knowledge base access
  35. Optimised performance for editing ticket custom fields

Bug Fixes

  1. Fixed bug with unicode characters while adding a contact details like email, name or while doing merge contact action
  2. Fixed broken import contacts functionality
  3. Fixed bug where repeated status/priority names were allowed while editing an existing status or priority
  4. Fixed bug in Twilio settings, where inactive staff members were shown in the list
  5. Fixed bug where Twilio configuration for SSL enabled instances was not showing ‘https’ in the Voice URL display box
  6. Fixed bug where inactive staff were displayed in the Add subscribers list
  7. Fixed bug where reassign ticket permission was not honored
  8. Fixed bug where reply to tickets permission was not honored when rich text enabled editor was used
  9. Fixed bug where attachment archives were not redirecting to the new attachments url
  10. Fixed bug where export of tickets from reports, with more than 255 columns was failing
  11. Fixed bug where deleted priorities were visible in reports
  12. Fixed bug where the wrong app name was showing in some help text
  13. Fixed bug where quick status change was not working from the ticket box, when edit replies permission was not enabled
  14. Fixed bug where inactive staff were appearing in the set assignee drop down in smart rules
  15. Fixed bug where staff view for unassigned reports was broken
  16. Fixed bug in SLA where changing category of a ticket did not remove the SLA check from the former category
  17. Fixed bug where attachments in mass reply worked only for the first ticket
  18. Fixed bug where quick status change did not check for smartrule conditions
  19. Fixed bug where quick status change did not check for compulsory on completed type custom fields
  20. Fixed bug in API where ticket ID was not being returned
  21. Fixed bug where in some cases the counts of total tickets and pending tickets for a contact was showing incorrect numbers
  22. Fixed bug with incorrect calculation of response time in reports
  23. Fixed bug where category option was visible in the smart rules conditions drop down
  24. Fixed bug where some dependent custom fields were appearing before the value in the parent field was chosen

There you have it! To upgrade your helpdesk to the new version, ping us at We’ll schedule the upgrade at a time that’s convenient for you!


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