BeDesk - Customer Support Software & Helpdesk Ticketing System

new: it's now possible to edit subject on ticket page

new: errors will on the site will now show more details, if logged in as admin.

new: translations can now be downloaded and uploaded as .json file

new: visible to and managed by fields are now available for categories as well as articles

new: added CRON, outgoing email and error logs in admin area

new: changed email verification to use one time password, instead of verification link

new: request password before allowing user to delete account

new: allow sitemap generation via command line

fix: existing trigger conditions sometimes not showing

fix: ticket report generation issue

fix: old settings sometimes being cached

fix: article editor info block duplicating sometimes

fix: resending email verification from admin area

fix: some layout issues in user profile page

fix: customer tickets page sorting

fix: uploading image for new category sometimes not working

fix: line breaks sometimes getting removed from ticket reply

fix: some issues with appearance editor color pickers

fix: seo tags being duplicated sometimes

fix: mark all notification as unread, instead of just visible ones via mark as unread button

fix: api docs authentication

fix: mobile menu sometimes opening links in new window

fix: cookie notice layout on mobile

fix: a few issues with user passwords and login

fix: email attachments when using s3 to store files

fix: visual issues on landing page headings

fix: hide purchases panel if envato integration is disabled

New Features
Fully rewritten BeDesk in React. This results in many improvements from previous versions, including better performance, bundle size reduction by nearly 2x (with bigger reduction in future updates), better animations and many bugfixes.

Refreshed the design for most pages across the site.

Added support for importing emails via IMAP.

Added support for parsing raw emails using OpenAI.

It's now possible to upload files directly from browser to s3 and s3 compatible services.

Added new editor for articles and ticket replies.

Added simplified threading to email replies.

Added two factor authentication support.

It's now possible to change default font, border radius and navbar color from appearance editor.

Users can now be suspended/baned from admin area.

Added full size social login buttons as an option in login and register pages.

It's now possible to select article author and role that article is visible to.

It's now possible to prevent emails from certain domains from registering new accounts.

New SEO tags editor in admin area.

Added active sessions panel in account settings page.

Enhancements
Migrated Google Analytics integration to v4.

Improved landing page appearance editor.

Many improvements to help center management.

Many improvements to reports and charts in admin area.

Many improvements to help center and agent search.

Admin sidebar can now be edited from menu manager.

Updated to the latest version of Laravel.

Added compatibility with PHP 8.1+

It's now possible to preview files from "admin -> files" page.

When email confirmation is enabled, user will now see a special page where they can resend confirmation email.

Appearance editor themes section now has fewer colors that need to be overwritten.

Added a lot more icons in appearance editor icon selector.

Call to action buttons in landing page editor and gdpr settings in admin area now have the same options as menu editor items.

Improved filtering for data tables in admin area.

Menus can now be assigned to multiple positions.

Menu items in menu manager can now be configured to show based on user roles or permissions.

Added region option to mailgun mail provider in settings page.

Upgraded GDPR EU location check.

Added postmark mail provider.

Update translation manager in admin area, there should no longer be any missing strings.

Bug Fixes
Fixed several issues with translations.

Fixed an issue with article attachment download.

Fixed a number of issues related to timezones and daylight savings time in charts.

Updated GEOIP database for resolving user location from IP.

Fixed logout sometimes not working until page reload.

Only show "Developers" menu item if user has "api.access" permission.

Fixed an issue where ordering in admin data tables would not work properly when certain filters were active.

Prevent user from being logged out when changing password in account settings page.

Default browser language will no longer take priority over one selected in admin settings.

Fixed an issue where disabling registration from settings page would leave API registration route active.

Prevent admin user from being deleted.

Fix wrong site url sometimes being set during installation.

New Features
Added Gmail provider for both incoming and outgoing emails.

Added time based trigger conditions. For example, it's now possible to close the ticket automatically after a number of hours passed since last user reply.

Added "mailbox address" trigger condition for checking at what address email that created the ticket arrived.

Added a fully featured, token based API. It can be used to integrate BeDesk into other projects, native apps and more.

Added Manage API Access Tokens section in account settings page for creating or revoking API access tokens.

Added functional API docs. They can be accessed at your-site.com/api-docs url, there's also a link in account settings page.

Added filtering functionality to ticket search dialog.

Added meilisearch integration for ticket and article search.

Enhancements
Updated datatable design in admin area and added a number of new filters.

Simplified permission manager. It will now have better descriptions for permissions and rarely used permissions will be hidden behind "advanced" button toggle.

Clicking envato purchase code in the sidebar will now show details for the purchase.

New ticket notification will now show ticket subject and category along the new ticket body.

Improved incoming email quoted reply and signature parsing.

A more descriptive error message will now be shown if incompatible PHP version is detected.

Fixed a few issues with sitemap generation.

Updated laravel and angular to the latest version.

Custom pages and articles will now support code highlighting for more languages.

Shown agent display name instead of email in assign ticket dropdown.

Locale can now be set automatically based on the browser preferences or parameter in the url.

Help center footer now has two menus editable from menu manager.

User can now change language and theme without logging in.

Bug Fixes
New trigger page will now correctly show validation errors.

Fixed several issues in ticket search dialog.

It's now possible to upload files while on mobile in new ticket form.

Article content sidebar will now correctly scroll if it's longer then the article content.

Fixed an issue with sorting in help center article index.

Assigning ticket to aggent via trigger will now correctly send notification to the agent.

Emails and notifications will now be sent in language that user has selected in their account settings page.

Request received notification will no longer be sent to customer if agent creates a new ticket for that customer.

Clicking user or article is search dialog will now correctly close the dialog.

Article order select will now work properly in help center category page.

Tag manager in new article page will now correctly suggest from all existing tags, instead of only recent tags when typing.

Email notifications will now have alt tag for all images.

Fixed an issue where installation might not start properly on some hosting environments.

Fixed an issue where article content menu would not work sometimes if it has accented characters.

Fixed a few issues with algolia search provider.

Copy should work properly on macOS in the text editor.

Fixed an issue where public image would sometimes be uploaded as private when using s3 to store files.

Social logins panel in account settings page will now be hidden if all social logins are disabled in settings page.

Fixed an issue where incorrect article might be shown for a specific url for web crawlers.

Corrected some visual issues with search input in agent mailbox page.

A number of other smaller fixes.

Enhancements
Only one device can now be allowed to be logged into user account at the same time.

Changed default mailbox folders so it's easier to see which tickets are assigned or unassigned.

"Pending" tickets will no longer be included in the count number next to folder name.

"Open" tickets will now have bold text so they it's easier to tell "open" and "pending" tickets apart.

Tickets per page setting in tickets list will now be remembered.

Parent categories in "article grid" help center layout can now have articles as well as child categories.

Persist pagination and sort parameters between page reloads in ticket list.

Category page article list now can load more articles when scrolling down.

Don't show folders that have no tickets in left sidebar of ticket list.

User tags will now be shown in conversation sidebar.

Tickets in search modal can now be sorted properly.

Same condition and action type can be now used multiple times in same trigger.

Automatically clear help center homepage cache after updating/deleting category or article.

If envato integration is enabled, individual purchases can now be added by code from account settings page.

Tags in article list can now be clicked and will filter article list by that tag.

Compatibility with new pusher API version.

Bug Fixes
Don't count closed tickets toward ticket count of "mine" folder.

Fixed an issue where date range for ticket report might skip the first day sometimes.

Fixed an issue where agents would not be able to open notification subscription page sometimes.

Styling applied in conversation editor will now correctly appear in agent notification reply preview snippet.

Help center search page will now show correct total matched article count.

"Send and next ticket" action will no longer automatically open tickets that are assigned to someone else.

All text on ew ticket page will now be correctly translatable.

Fixed several article display issues on certain tablet sizes.

Enhancements
Recent user help center searches can now be viewed on their profile page.

Google analytics integration will now use newer .json key file instead of .p12

Bug Fixes
Fixed an issue where mail configuration from previous versions was not used sometimes.

Opening a different article after giving feedback will now properly reset feedback panel state.

Mail credentials validation in settings page will now work properly.

Fixed an issue where registration might not work sometimes if email verification was enabled.

Enhancements
Updated Laravel to latest version. BeDesk now requires at least PHP 7.2.5 version to work properly.

Updated login, register, forgot password and reset password pages design.

If some server error occurs a more descriptive message will now be shown if user is logged in as admin.

All email templates will now have the same design.

Added separate address for contact page in mail settings page.

Show notification in "settings -> general" page if specified base site url and current url don't match.

Improved video embedding in article and custom pages.

Improved input focus outline design.

Use default article order setting in main help center category page.

Article header tag IDs will now be updated automatically when updating article.

Bug Fixes
Cache method changes in settings page will now be properly validated.

Clearing cache will now work if "proc_open" function was disabled on the server.

Make sure text logo does not push login button offsreen.

Fixed several possible issues when visiting /update url.

Always store appearance editor custom css and js locally, regardless of storage method in settings page.

If placeholders can't be replaced in tags provided in "admin > appearance > seo" page, hide those tags when displaying the page.

A number of other smaller fixes.

Enhancements
Select default status in conversation editor will now persist between page reloads.

Custom text on new ticket page will now be translatable.

Improved email piping compatibility with some hosting providers.

Bug Fixes
Fixed an issue where trigger action would sometimes not be visible when editing existing trigger.

"Add note" trigger action will now set note's user id to the user that created the trigger.

Fixed an issue where envato purchase code expiration date would not be imported sometimes when using purchase code to register.

Fixed an issue where tags could not be deleted sometimes in admin area.

Help center exported for documentation will now correctly link to locally exported images.

Chunked uploading will now work correctly if file name has accented characters.

Bug Fixes
Fixed an issue where update would not apply properly sometimes.

Default menus will now have conditions set correctly.

Fixed a few issues with realtime functionality.

Fixed an issue with list styling in help center articles.

Only show notification settings button to agents.

New Features
Added new notification and notification settings system.

Added dark & light mode as well as multiple theme functionality.

Files can now be attached to articles.

Integrated google analytics.

Added 3 new reports: Popular searches, failed searches and popular articles.

Envato integration can now check if user support is active on envato before allowing new ticket creation.

Added configurable GDPR cookie notice.

Added configurable confirmation policies to register page.

Added chunked uploading. This allows BeDesk to upload large files in smaller chunks for better upload reliability and avoid server file size limits.

Added resumable uploads functionality.

Data tables in admin area now have a number of built-in filters for easier data management.

Public uploads (like user avatars) can now be stored on cloud services (s3, digitalocean, backblaze etc.).

Added support for XSendFile and XAcceleratedResponse for reducing server RAM and CPU usage when previewing or downloading files.

Enhancements
Improved focus management in canned replies dropdown.

Users can now mark their own ticket as solved.

File uploads in conversation page will now show more clear validation messages.

Ticket list in search modal will now have pagination.

Improved page load times across the site.

Unused upload artifacts will now be automatically deleted.

Added new "event:type" condition to triggers for differentiating between ticket created and updated events.

It should now be easier to move caret out of "note" widget in text editor.

Hide category name and description in article grid if there's only one parent category.

Show whether category is hidden in category manager without needing to edit that category.

Accented characters (like chinese and cyrillic) will now work properly in article url slugs.

Added blockquote and indentation controls to article/page editor.

Increased performance when previewing files stored on cloud services.

Category image will not be shown in article grid template.

"Submit new Request" link on article pages can now be hidden.

Added automatic validations for search and realtime credentials in "admin -> settings" pages.

Added search and status filter to customer ticket list page.

Article content will now be generated from h3 as well as h2 tags.

Tag manager will now suggest existing tags while typing.

Customer and agent ticket lists can now be sorted by clicking on header columns.

"Time ago" dates will now be automatically translated across the site based on active localization.

Tags will now always be visible when viewing articles in grid in help center manager.

Improved performance when downloading large files.

Account confirmation email can now be resent from login page and admin area.

Localization settings page will now show all available timezones.

Admin area is now fully responsive.

Custom HTML can now be entered from "admin -> appearance > custom code" page.

Default user avatars will now be generated automatically based on their email address.

"iframe" and "script" tags are not supported in custom pages.

Bug Fixes
Fixed an issue where uploads would sometimes not be attached to notes.

Completely rebuilt appearance editor "colors" section, which will fix a number of issues with changing default colors.

Fixed a few issues with detaching uploads from canned replies.

When uploading multiple files, if one upload fails, other uploads in the queue will now correctly continue to upload.

Fixed an issue with pusher cluster setting.

Fixed an issue where ticket list pagination would get out of sync sometimes.

Fixed an issue where tags would not be searchable sometimes.

Fixed several issues with envato reports page.

Fixed an issue where ticket search would sometimes not be ordered by relevancy.

"Default Article Order" setting will now properly affect articles listed in sidebar as well.

Non standard email address will now be parsed correctly when converting email to ticket.

Fixed a few non-translatable lines.

"Send Reply" dropdown selection will now correctly persist between page reloads.'

Html tags will now be correctly striped from auto generated article content titles.

New tags added when creating article will now properly show in tag manager suggestions.

Reports will now be generated correctly for a single day when same day is selected as "from" and "to" dates.

Fixed an issue where upload progress bar animation would sometimes be "jerky".

A number of other smaller fixes and improvements.

Bug Fixes
Correct categories should now show properly in article page, when article is attached to multiple parent categories.

Fixed a few issues with help center export in admin area.

Corrected a few visual issues on user profile page in agent mailbox.

Fixed an issue with envato reports not generating sometimes.

Fixed side navigation in offline documentation.

Fixed an issue with trigger sometimes not showing condition values when editing it.

New Features
Added a new, simpler installer.

Added article contents sidebar to help center.

Added new search bar to conversation page for easily inserting help center article links into ticket.

Added new design for help center homepage. (It can be changed from settings page)

New tickets can now be created by agents from mailbox page.

"Notify via email" action in triggers page now supports placeholders. (For example inserting ticket subject, replies, user email etc.)

Ticket customer can now be changed from conversation page.

Help center can now be exported as offline documentation.

Emails can now be piped directly to BeDesk.

Enhancements
"Ticket: assignee" condition now accepts user ID or email address.

Ticket's list will not show which agent (if any) a particular ticket is assigned to.

Canned replies can now be shared between agents.

Help center categories (instead of tags) can now be used for "new ticket" page categories.

Added user envato details in ticket sidebar (if envato integration is enabled).

Current page, filters and sorting order will now be preserved in url on all pages containing paginated results.

Improved help center article page design.

Help center footer can now be hidden from settings page.

Mailbox page is now fully responsive.

Updated TinyMCE text editor to latest version.

Invalid characters will now be automatically removed from "slug" when updating or creating custom page from admin area.

Navigating between different articles will now cause page to scroll to top always.

Added "edit" button to article page (if user has proper permissions).

Improved category re-ordering via drag and drop in "help center > manage > categories" page.

Search in "help center > manage > articles" page will now search article tags.

All users with "tickets.update" permission will now be recognised as agents.

"Open ticket" button in ticket modal will now close all open dialog windows.

Amazon S3 storage method endpoint can now be changed via settings page.

Menu for custom pages can now be created via menu manager.

Link target (new or same window) can now be specified via menu manager.

Menu manager "route" type items now support query parameters.

Google "mobile friendly" tests should now fully pass.

"After reply action" will now be stored per agent. Default value can be specified from settings page.

Settings page will now validate most newly entered settings.

Raw emails can now be sent to BeDesk via Api and they will be parsed properly.

Bug Fixes
Fixed several issues on "new ticket page" that occurred on iOS.

Fixed several issues in tickets and envato report pages.

Setting for changing maximum items in help center search page should work properly now.

Selecting article from search dropdown via keyboard arrows and clicking "enter" will now properly open that article.

Fixed an issue where "canned reply" would not be editable sometimes.

Validation errors will now be shown when adding attachments in "new ticket" page.

"All" Article status in help center article manager will now correctly show article drafts.

Text editor "import" and "warning" widgets will not render properly on custom pages.

Changes in "source" tab of text editor will now be correctly persisted even without switching to "visual" tab first.

Pagination in help center manager -> articles page will now work properly.

Fixed an issue where actions in ticket toolbar were not clickable in firefox sometimes.

Fixed an issue where "Notify: via email" action would sometimes show blank input instead of user email.

Validation messages will now be translated when locale is not set to english.

It should not be possible to set homepage to blank page anymore from settings.

Sitename entered in "admin > appearance > general" page will now affect emails.

Properly resize wide logos in navbar on mobile.

Fixed an issue where user permissions could not be updated from admin area sometimes.

Menu item reordering via drag and drop should now work properly in menu manager.

"Add item" panel in menu manager should now work safari.

Fixed an issue where ticket and reply list would not be updated sometimes when realtime functionality is enabled.

Bug Fixes
Fix an issue where database prefix was not applied sometimes.

Bug Fixes
Add missing confirmation email template.

Fix "Hide incomplete categories" option in settings page.

Allow users to download files attached by agents to their ticket.

Fix "notify: via email" trigger action.

Bug Fixes
Align help center menu properly if no menu items are present.

Don't show regular users in assign ticket dropdown menu.

Allow copy/paste via keybinds in conversation page.

Fix an issue with attachments sometimes not previewing properly.

Improve envato item name and new ticket category matching, if envato plugin is enabled.

Enhancements
Put custom styles tag after auto generated theme.

Updated 404 page design.

Bug Fixes
Highlight code snippets when navigating to different article without page refresh.

Change page title when navigating to different article without page refresh.

Deleting user will now properly remove their purchase codes and secondary emails.

Draft articles will no longer be visible via search.

Fix user notification via email trigger action.

Various other smaller bug fixes across the site.

Enhancements
Help center design improvements.

Improve dropdown, dialog, button and other UI element accross the site.

Store translations in a file instead of database.

New translation lines can now be added from admin area.

Improved admin area design.

New Features
New "files" section in admin area for all uploaded files.

New "uploading" settings page for controlling where uploaded are stored, max size, blocked extensions and more.

New setting for changing homepage to a different page.

New setting for automatic redirection from http to https.

New setting for user email confirmation.

Bug Fixes
don't show "draft" articles in help center by default.

corrected several issue with translations.

last names now allow spaces.

fixed an issue where ticket would not have body sometimes when using mailgun.

Enhancements
added "open conversation" button in ticket modal.

improved matching of new emails to existing replies.

Bug Fixes
tags will now properly use "display name" across the site.

ticket attachments will now be removed from draft without the need to reload the page.

prevent conversation page from stretching offscreen if ticket body has long text.

select article categories in manager when editing an existing article.

prevent names of default status tags from being editable.

make sure navbar does not overflow offscreen on mobile devices.

Enhancements
store envato username for each user and purchase.

reduced javascript bundle size.

make copyright text in footer translatable.

renamed 'default' tag to 'status'.

fixed clicking on button with icon sometimes not working on EDGE browser.

specific tag ticket pages will now have correct order, with open and pending tickets being first.

accented characters will now properly appear in article search dropdown.

remove "connect social account" buttons from user profile page for social services that are disabled via settings.

properly show 404 page if requested custom page does not exist.

ticket creators will now have access to all public attachments for that ticket.

fixed some issues with 'notify: via email" trigger.

CID email attachments that are not actually embedded into email body will now be added as regular email attachments instead.

fixed an issue with trigger updating sometimes not working.

Enhancements
added new "ticket:category" trigger condition for checking if ticket is created in specific category.

enabled native browser validation for forms across the site.

content will now be properly centered in custom pages.

Bug Fixes
hide social login icons, if they are disabled from settings page.

fix an issue where on some servers all groups were marked as 'guests'

show "mine" status tag in agent mailbox sidebar.

show first and second name properly in account settings.

fix issue where accented characters in article title were not working sometimes.

Enhancements
more sidebar tips in new ticket page can now be added via appearance editor.

existing sidebar tips in new ticket page can now be removed via appearance editor.