Changes in 3.7.0 - 4th January 2026
- staff permission groups for easier application of permission combinations
- option to allow staff to use nicknames instead of their real names for customer interactions
- you can now deactivate help desk users (staff/administrators) instead of deleting them
- select which columns to display in the customer (public) side ticket list
- you can now modify customer (public) side colors from the admin panel
- improved handling of customer names when customer accounts are disabled
- improved detection of replying customer when multiple customers are copied on a ticket
- mute email addresses (accept tickets, but don't send any email notifications)
- in email to ticket functions, copied contacts (To and Cc) can be included as ticket followers
- automatically order categories by name or ID
- link selected tickets in bulk
- link tickets using ticket number or tracking ID
- merge customer accounts
- download or delete selected attachments
- work-around for PHP 8.5 depreciated functions
- show customer name in ticket history log instead of "Customer"
- option to show full email addresses in the staff tickets table
- you can now force extending staff and customer sessions using an iframe trick
- added a tool for clearing Hesk cache
- edit head/header/footer files from admin panel
- choose multiple categories in the "Show tickets" and "Find tickets" forms
- additional settings for browser autocomplete and remembering custom field data
- additional data included in ticket exports (number of replies, reply messages)
- fix: "Download all" ignoring files with duplicate names
- fix: processing incoming emails fails if the stream starts with a UTF-8 BOM
- fix: don't change the ticket last updated timestamp when a blank customer IP is updated
- fix: missing ticket customer data in an expired session with auto-login case
- fix: don't pass a non-string to password_verify
- fix: hard-coded admin path in email settings
- fix: the "Bookmarks" quick link is not colored when selected
- fix: priority drop-down selects are missing colored flag icons
- fix: SQL error when re-sending emails of an unassigned ticket without collaborators

Changes in 3.6.4 - 17th August 2025
- fix: a public article in a private sub-category appears on the knowledgebase.php page
- fix: possible incorrect count of valid MFA backup codes shown in admin panel
- fix: PHP 8.4 deprecates implicitly nullable types (MFA module)
- fix: don't pass a null value to setcookie()

Changes in 3.6.3 - 15th July 2025
- fix: knowledgebase rating not working anymore

Changes in 3.6.2 - 13th July 2025
- fix: datepicker in admin panel not working correctly on mobile devices
- fix: permission combinations trigger a wrong ticket count in the ticket list
- fix: ignore emails from email addresses registered in Hesk settings to prevent loops
- fix: the "Submit as" button is not working when "Time worked" is turned off
- fix: script execution time limit calculation ignored by a fixed value
- fix: hide the "Add a reply" link for staff with no reply permission
- fix: cannot lock tickets with "Can resolve tickets" but without "Edit ticket replies" permission
- fix: linked anonymized tickets now displayed, remove links when anonymizing
- fix: don't redirect staff to the submitted ticket it if no permission to view it
- fix: wrong ticket count for users with limited permissions on manage status and priority pages
- minor UI changes

Changes in 3.6.1 - 21st June 2025
- fix: cannot translate "Unlink" button text
- fix: hard-coded database table prefix in Manage customers
- fix: SQL error when adding a note to a ticket assigned to someone else with no collaborators
- fix: remove collaborators from tickets when their category access is revoked
- fix: linking tickets not working with some custom date formats
- fix: cannot create multiple customers with no email in admin panel
- minor UI changes