Service Desk Help

What's New?

Version 2.8.3

July 2017

  • New Scheduled Report Type - The new Ticket Activity report allows you to report on tickets opened and closed per customer over a specified data range. See Scheduled Reports.


February 2017

  • New colour picker in Staff Agent settings - You can now choose the colour that represents each agent in the Site Visit Schedule. See View and Edit Agent Details.
  • New file attachment types accepted - You can now upload .msg files and the following archive file types: .zip, .rar, .7z, .tgz, .tar and .rep. See Managing Ticket Attachments.

Version 2.8

August 2016

  • Centralised ticket attachment management feature - You can now view, add and delete ticket and response attachments from one easy-to-access page. See Managing Ticket Attachments.
  • New Staff Operations report - Provides breakdown of Staff Agents and totals of all closed tickets, associated responses, time entries, total time spent and SLA Breaches. See Operations Report.
  • Reset Two-factor Authentication Facility - For individual Staff Agents. See Reset Two-factor Authentication for Agent.
  • Legend on Site Visit Schedule - Multiple agent view now displays legend for agents and associated colours on the site visit schedule. See Site Visit Schedule.

For full details of release content, see

Details of earlier releases can be found in the Release Archive.