- Including the dates themselves in searching tickets.

- Add attachments list to KB api.

- Fixing missing subject in ticket pages.

- Fixing missing subjects in notification.

- Allow administrator to change users' password from edit from.

- Applying some changes to solve Telegram Bot connection issues.

- Fixing some missing outputs in APIs.

- Supporting MP3, MP4, and WMV files added to system.

- Fixing a writing mistake in tickets filters.

- Fixing a bug in calculating time duration for closed tickets.

- Fix a bug in connecting to Telegram API.

- Load customers list by Ajax in tickets archive page.

- Applying some improvements.

- Allow admin to assign customers and their organizations to certain departments.

- Fixing a problem while sending emails through Sendmail mechanism.

- Add system URL to the text of SMS for users who admin registers them.

- Fixing accepting files with JPEG extension.

- Add new item to reports page for selecting the ticket owners.
- Add new icon to customers' list to see their sent tickets during the past year in reports page.
- Some minor bugs fixed.

- Adding time duration for closed tickets.
- Adding chart sections values in their labels.

- Add searching tickets by update date in tickets archive page.

- Some improvements applied.

- Adding "Clean" parameter to "read_customer_ticket" API to remove HTML tags and return plain text in result.

- Some improvements applied on tickets archive page.

- Import customers by Excel file.
- Adding rate limit to system processes to consider security issues.
- Applying security fixes.
- Some other improvements.

- Non-customer users can transfer a ticket to himself too.
- Administrator and supervisors are able to transfer a closed ticket.
- Ticket subject added to ticket page beside ticket number.
- Adding customers to the list of receiver/sender groups in tickets filters.
- Apply ability of searching customer ticket by username or email as well as customer ID.
- Apply some security fixes.
- Fixing some bugs.

- Changing max length of usernames from 30 to 100 characters.
- Changing data type and max length of customers and staff public messages to let administrators show more details in announcements.
- Some other improvements applied.

- Adding new statistic data gathering features to monitor customers' usages to provide better supports by Helpical team.

- Allow auto-login action by redirecting users to login page and passing credentials in URI.
- Adding 2 new buttons to dashboards to facilitate access to ticket archive and sending new tickets.
- Adding username, cat_id, and cat_title to the response of customer-ticket API.
- Fixing some bugs.

- Monitoring features for Helpical support team added to system.

- Adding username in customer's information in ticket page.
- Applying some minor improvements.
- Applying some changes on English translation files.
- Applying a bit changes on UI.

- Applying some minor changes in UI.
- Fixing some minor bugs.

- Remove SMS charge from administration dashboard.
- Adding link to sub-users in organizations page.
- Adding new option to search customers by their organization name.
- Applying changes on English language translation.
- Applying some minor changes applied on UI.
- Fixing some minor bugs.

- Remove sms panel charge from administrator dashboard to lower the page load time.
- Some minor changes applied on UI.

- New statistic charts added to administrator dashboard and report pages.
- Users can put ticket subject beside ticket categories.
- Allowed attachment file size increased up to 100MB.
- Sending ticket to multiple users in departments is now possible for Enterprise licenses.
- Sending bulk messages to separate departments is now possible for Corporate and upper licenses.
- The quantity of sent and received tickets for each departments, customers' organizations and user is now visible in their lists.
- The text of tickets can be shown in email and Telegram notifications.
- Administrator is able to disable sending of all system notifications after execution of API commands for customers.
- QR code added to Telegram setting to ease copying the secret key.
- Search option added to the list of customers' organizations, departments, and staff.
- Overdue items field has added to ticket search filters.
- Improvements are applied on APIs and SLA management features.
- Some changes applied for notifying users while closing tickets.
- Some bugs are fixed.


Changes on API v1.2.0:
- API allows set "reply_and_close" status while replying tickets.
- Ticket retrieve API (customer-ticket) now require customer_id too.
- A new API called "basic-info" has added to APIs instead of "version" API to fetch the information about the basic configurations like version, allowed attachment file formats, allowed attachment file size, etc.
- Users' photo URL added to "customer-ticket" API.
- "owner_user_id" added to the output of "read_customer_tickets".
- Satisfaction API added for closed tickets.
- New items "status", "system_ticket" and "writer_user_id" added to "customer-ticket" API.

- Webhook settings added to send notifications to 3rd-party applications.
- Some changes applied on notification messages.
- System title is added at the bottom of SMS notifications.
- Search with keyword added to knowledge base section.
- Change user display name to {first_name} {last_name} in dashboard page.
- Maximum SMS number has changed from 14 to 20 digits.
- Some other minor bugs fixed.

- Adding file and image uploading mechanism to creating knowledge base articles.

- Fixing a bug in search mechanism.

- Fixing a bug in reporting page.
- Changing pending status to progressing.

- Fixing a bug in appearing ticket category field for starter users.

- Fixing a bug in showing reply and transfer ticket forms.

- Adding ticket subject categories to system.

- Fix a bug in editing knowledge base categories.

- Some changes applied to avoid breaking or having delay on loading system while API server is not accessible.

- Fixing a bug in sending emails through SendMail method.
- Some other improvements applied.

- New button "Reply and close ticket" added to ticket reply forms to avoid multiple operations while closing tickets, and reducing the amount of system notifications.
- Default supported file formats are included in file fields to avoid watching and selecting invalid files.

- A bug fixed on editing staff information.

- Supporting RESTful API version 1.0.0
- Fixing some minor bugs.

- A bug fixed on creating employee.

- A bug fixed on tickets archive.

- A bug fixed on tickets data table.

- New generated password will be sent to customers and staff via SMS while resetting passwords if the appropriate settings are applied.
- Username and password will be sent to customers and staff via SMS while creating new accounts.
- Mobile field added to staff creation and editing page.
- API secret key changed from 32 characters to 64 to imporove the security issues. Furthermore, it will be stored in database using a more secure way from now on.
- Administrator is able to put or remove the ticket URL within email notification texts. Ticket URL is used in this text by default.
- Search withing tickets title or texts using keyword is added to filters inside tickets archive.
- A bug fixed on resetting customers' and staff's password.
- A bug fixed on SLA settings for customers' tickets.
- Some other imporovement applied.

- Some changes applied to support both MySQL and MariaDB settings on GROUP BY commands inside tickets archive.

- Fixing a bug on showing close button for supervisors.
- Fixing a bug on showing tickets to customers.

- Remained tickets will be show in ticket page for customers who are using Ticket Counter addon.
- All form submit buttons will be disabled after click to prevent form re-submission.
- Some other improvements applied.

- Export data tables to Excel is supporting from this version.
- Some minor improvements applied.

- A bug fixed in editing users profile.

- Administrator is able to set whether ticket link should appear in SMS notifications or not.
- Success alert will be hidden automatically after 3 seconds.

- A bug fixed on applying SLA settings inside administrator account.

- A bug fixed on showing transfer button to departments supervisors.

- Administrator is able to define supervisor for each organization/company among its users. Such users can view others' tickets.
- Some bugs fixed.

- Adding ticket owner organization field to report section.

- Some bugs fixed.

- Answers' direct link added to the URLs inside email, sms, and telegram notifications.
- Some minor bugs fixed.

- Seen status added to tickets. This status is shown by a pair of open and close envelope icons.
- Removing satisfaction percentage for staff.

- New mechanism to create database backups is now added.
- Some email, sms, and telegram messages are changed.
- Return to previous page is added for redirecting users to the page they were before sign out for idle time.

- Answer numbers now have anchor links to make them work as a direct link in ticket texts.
- Back to top button added to pages. This button will be shown when you scroll to bottom of pages.
- Some SMS texts changed.
- Some changes have done to support unacceptable .rar files as attachments.
- Some minor UI fixes applied.

- Website and address columns removed from organization list to avoid multi-line rows.
- Some minor changes applied on UI.
- A bug fixed on uploading staff's profile photos.

- Supporting new version of ticket counter module.
- Showing answer numbers on ticket replies.
- Some minor UI changes.

- Users can refresh captcha code in case of need.
- Captcha field does not appear at the first normal sign in operation. If system detect a wrong information or doubtful user, then captcha field will be required.

- Some bugs fixed.

- Some changes applied on SMS notification sender module.

- Hidden columns on ticket archive are now visible on mobile devices.

- A new mechanism is applied on resetting passwords for those users who are not signed in and forget their passwords.

- Supporting search option for dropdown lists.
- Some 3rd party plugins updated.
- Some bugs fixed.

- Some bugs fixed.

- Supporting sending notifications to Telegram.
- Some bugs fixed.

- New search filters added to tickets archive.
- Some bugs fixed.

- A bug fix in calculating expiration date.

- Supporting variable sections in new pricing plans.
- Supporting real-time license renewal.

- Supporting new pricing plans.
- Some bugs fixed.

- Supporting remote email piping extension added to Helpical.
- Some changes applied on CSS files to use new version of web fonts.

- Administrator is now able to send bulk messages to customers and staff.

- Helpical is configured to use tickets counter module.

- Logo dimensions changed from 200x50px to maximum 200x50px.
- Users (Staff - Customers) are allowed to be registered in ticketing system using username instead of email address.
- New passwords will be shown to administrator when he/she does resetting inside administration panel.
- The format of new generated passwords changed from random characters to random numbers.
- It is possible for administrator to define password while creating customers and staff.
- A bug fixed on sending emails through SMTP port 25.

- Transferring tickets now can be done without customers notice using the private message option.

- New filer to find tickets by a range of their numbers added to tickets archive.
- Target department filter is accessible for staff too.
- The quantity of returned rows is now visible after applying filters.
- Some minor bugs fixed.

- Users' photo dimensions changed from 200x200px to 150x150px.
- Some minor bugs fixed.

- Some minor bugs fixed.

- Sendmail is now supported to sending emails beside SMTP protocol. Using this feature, email sending time is shorter, but using SMTP still is highly recommended to avoid emails to be detected as spams.

- A bug fixed on sending tickets from customers.

- Some minor bugs in transferring tickets by staff has solved.

- Leading zeros added to ticket numbers in tickets archive.
- Some bugs fixed.

- Text editor added to knowledge base article management pages.
- All artiles in knowledge base section can have attachments.
- Tickets can be removed completely by administrator.
- Logo can be linked to a specified URL defined by administrator.
- Administrator is able to set the status of appearing open tickets for normal staff.
- Some minor bugs fixed.

- A bug on displaying responsive tables fixed. This bug was happening on iOS and iPad devices with Safari browser.

- A bug fixed on customers' profiles.

- Administrator is able to set permissions to allow/disallow each staff members to send tickets to customers. By default, staff are able to do this action.
- System has set to allow staff to access to customers' information by default. Administrator can change this behavior for each employee.
- Administrator can define who is able to close tickets. Only its creator, or both creator and addressee. By default, only ticket creator is able to close the ticket.
- Administrator is able to control the status of showing satisfaction measurment system to everybody or only for customers.
- Some other bugs fixed.

- .doc, .docx, .xls, .xlsx file format are now supporting while adding attachments to tickets.

- A major bug fixed on adding attachments to tickets.
- A bug fixed which caused crashes while sending new tickets or updating tickets with attachment(s)

- A bug fixed on setting ticket status for customers.
- Some changes on system keywords and their translations.

- Satisfaction measurement is only available for closed tickets.
- All ticket owners can use new "Close Button" to define their tickets closed and solved.
- "Customer replied" and "Staff replied" statuses for tickets changed to "Owner answered" and "Answered".
- Users' email address removed from tickets details.
- Some changes applied on user interface styles.

- Optional message can be added to tickets while transferring them to others.
- Supervisor's name will not be shown in the tickets list for new open tickets.

- Activation link resend function added to system. Those users who could not receive the activation email after their registration can use this feature to activate their account.
- Some bugs fixed in calculating current customers in Undefined organization/company list.

- A bug fixed on rolling back SQL commands while creating or replying tickets.

- Displaying organizations/companies title in tickets archive.
- Fixing a bug in ticket pages.

- A bug fixed on displaying organizations/companies name while choosing customers on submit new tickets.

- Desktop and browser notification added to ticketing system. Direct tickets (new tickets and updated answers) will be notified through this service. To use this feature, notifications must be enabled in browsers.

- All users have access to apply filters to find their desired tickets inside tickets archive page. These filters may vary for different types of users.
- Administrator is able to find all tickets of a specific organization by clicking on ticket counter inside organizations list.
- Administrator is able to find all tickets of a specific customer by clicking on ticket counter inside customers list.
- Some changes applied to make system more suitable while working with mobile devices.
- Some minor changes applied on reporting page.
- Some minor changes applied on pagination component.
- A bug fixed in customers tickets counter in customers list.

- Administrator is able to create Organizations/Companies from "users" option in menu. Using this feature, ticketing system can apply some bulk operations like enabling and disabling child accounts. Furthermore, Organizations/Companies can have support expiration date. Expired ones will be highlighted and their child accounts will not be able to sign into ticketing system anymore. (By default, customers will assign to "undefined" group)
- Searching customers is now accessible by entering just some letters. SQL operator changed from (=) to (LIKE) to cover this feature.
- Display format for customer's and staff's names changed from "{Last Name}, {First Name}" to "{First Name} {Last Name}" in the lists of customers and staff.
- Phone number and extension code can be set for each customer from now on.
- Tickets counter is set for owners only in customers' list. Previously, counter had been set for both sender and receiver users.
- Some changes applied on administrator's menu.
- A bug fixed on assigning customers' level.

- Access to customers' information in ticket pages is restricted for staff from now on. Administrator can assign this privilege for each staff.

- A bug fixed in tickets archive details.
- Access to customers list restricted for staff and is available only for administrator.

- Minor changes applied on email sending module.
- A bug fixed on getting satisfaction level in customer area.

- Some bugs fixed in validating email addresses.

- A bug fixed in signing in with keep remember me option.

- Remembering signed in status for 30 days added to system. By choosing this option in sign in page, users are able to open Helpical without filling the sign in form again during this time. This feature will be available only on SSL equipped URLs.

- Secret messages are now supporting in Helpical. Using such feature, personnel can assign a ticket reply as a secret, which results in preventing customers to see that reply. Such replies are detectable by a lock icon beside their author name.

- Uploading multiple attachments for new tickets or replying them is now possible in system. Previously users had to upload a compressed file in case of needing to attach multiple files.

- IP restriction is now available in ticketing system. Using this feature, administrator can block out of range IP(s) and make the system more private.

- Reporting section is added to administration panel. Using the first version of this change, administrator can find statistics about total tickets, and their status, satisfaction levels, and importance levels during a specified time.
- Some minor bugs fixed.

- Email piping is now available in Perpetual licenses. Using this option, customers can send their messages to departments' emails, and these emails will be converted to new tickets. If system detects there is no account for the senders, it will create a new unverified account for them too, and they can use their account just after clicking on confirmation link sent to them via email.
- Required changes applied on system to support email piping feature.
- Some bugs fixed.
--- Additional information ----
- Email pipe service, converts new detected emails to new customer accounts with normal importance level. So it is really recommended to avoid using this system by staff, unless their email accounts be available in database.
- Importance level for converted emails (new tickets) will be assigned to normal.
- SLA can not be applied on piped emails at this time.
- Ticket won't have attachments.
- Created accounts must be verified by customers. Otherwise, no more emails from unverified customers won't be converted to tickets. On the other hand, tickets for unverified customers won't be shown in tickets list.

- Some security fixes are applied on system.
- Some bugs fixed.

- A bug on adding attachments to tickets has been fixed.

- Only administrator and creator of ticket are able to close or re-open it from now on.
- Closed tickets are not able to be transferred anymore.
- Satisfaction status is not visible only to ticket creator, administrator, or departments supervisors.

- New SMS gateway integration has been applied on system.

- Important security patches are applied on system.
- Some bugs fixed.

- Used keywords in the application can be overridden to desired words on perpetual licenses.
- API responses converted from HTML to JSON format to make Helpical more flexible in integration with other applications.

- Administrator can set departments visibility status from now on. This feature will prevent invisible departments to show for customers while creating new tickets.

- Now, customer's account can have expire date. If administrator set an expire date for customers, they won't be able to sign into ticketing system after expire date. Also, if administrator opens system to allow customers for creating new account, any expire date won't be assigned for these customers automatically.
- Expired customer accounts will be highlighted in the customers list.
- Required changes are applied on creating new customer API regarding to new expire date feature.
- Some bugs fixed.

- A new ticket status called "Customer replied" added to system.
- "Answered" ticket status changed to "Staff replied".
- Some changes applied on tickets statistics.
- # character removed from ticket numbers in ticket details page.

- Deleting customers is available now through API.
- Creating customers through API will return customer's ID in case of success.
- Some bugs fixed on submitting tickets in customers' panel.

- APIs came to Helpical. As the first API, you can add customers from different environments outside ticketing system.
- Some new fields added to setting section in administration panel to use APIs.
- Some bugs fixed.

- Supporting 30 days licenses added to system.

- Idle time changed from 30 minutes to 1 hour to use for automatic sign out.
- New SMS gateway replaced with the previous one.
- Searching customers is now available in customers list by first name, last name and company name (Used operator is = , so search will find the exact terms).
- Minor bugs fixed.

- Some bugs fixed.

- Idle timeout changed from 30 minutes to 1 hour. So auto sign out will happen if you be inactive for 1 hour.
- Some fixes applied.

- Satisfaction status is now available for ticket owners. Using this feature, they can define they satisfaction level for each ticket. Tickets list will also show these statuses. On the staff list, a percentage of satisfaction will be shown for each employee.
- Some CSS styles fixed.

- Changes applied to support new Helpical plans.
- Some translations fixed.

- Importance level now can be assigned to tickets and is visible in tickets archive.
- Some fixes applied on CSS files.

- Staff can set a customized signature to show on the below of their text in tickets now.

- Adding ability to have printable version of pages containing records or important contents.
- Applying Farsi digits in pages when you choose system language as Persian.
- Allowing set custom favicon to show on browser title bar.
- Some other minor bugs fixed.

- Helpical supports SEP (Saman Electronic Payment) gateway to use for invoices from now on.

- Helpical now can support country restriction control via its new extension.
- Some minor changes occurred on styles.

- Some changes occurred on styles.
- System is supporting Mellat Bank and Zarinpal payment gateways now.
- Some minor bugs fixed.

- Some minor changes applied on system.
- Supporting Bank Mellat online payment gateway added to extension management section.

- Extension management added to settings menu for administrator.
- Administrator can install new added extensions or update the previous ones.
- Some changes occurred on administrator's, staffs' and customer's menu.
- An update applied on some icons.
- Some minor bugs fixed.

- Auto link generation function added to create or edit events on knowledge base articles. All detected URL patterns now will be converted to clickable links.

- Knowledge base is added to system. Administrator and supervisors can manage it, and others can read articles.
- In "new ticket" page, a notice will be shown to remind using knowledge base before sending new ticket.
- Some styles changed to figure out seen problems on mobile devices.

- Fixing a bug that has been caused "Unauthorized request!" error message.
- A minor changes on translations.

- SLA (Service Level Agreement) now can be defined and applied on tickets.
- Administrator can define working hours and off days to use in calculating SLA conditions.
- Administrator can define default resolve due time for each department.
- Tickets archive has a new column for administrator, supervisors and staffs to show resolve due time and ticket resolving time.
- Overdue tickets will be highlighted in tickets archive.
- Ticket status changes now are visible in each update on bottom of posted reply.

- Fixing a bug on showing customer's details in ticket page.
- Fixing a bug on generating clickable links while a URL detected in ticket text.

- Fixing some issues on connecting to SMS gateway API.
- Auto link generation added on tickets text if any URL detected in it.
- Some minor changes applied on CSS files related to what is new in this version.

- Fixing a bug on editing administrator's and staffs' email addresses.

- Changing border and glow color while focusing on fields and form elements.
- Removing glow on buttons on click event.

- Minor bugs fixed.

- A bug in resetting staffs' and customers' password from admin area has been fixed.

- Some minor bugs fixed.

- Some minor bugs fixed.

- New SMS gateway address applied on module.

- Some bugs fixes

- New Captcha added to system to increase security and performance.
- Administrator can assign importance level to customers.
- Customer's information now is visible on bottom of ticket details page.

- Some bugs fixed.
- Administrator can edit his/her email address through settings>profile instead of settings>general.

- Captcha validation added to signup and reset password forms.
- Some fixes applied on generating captcha codes.
- Some fixed applied on editing profile for customers.
- Some changes applied in CSS styles.

- Sending notification SMS is available to use for customers inside Iran (Timezone = Asia/Tehran).
- Tickets can be transferred to administrator from now on.
- Some bugs fixed in editing staff's information inside administrator panel.
- Some bugs fixed on loading staffs information while transferring tickets.

- Fixing some bugs in tickets archive page.

- Fixing some bugs in editing staffs and customers.
- Adding user's name beside departments name in tickets archive.
- Showing users photo in ticket page.
- Administrator can set a profile picture for staffs.
- All staffs and customers can set a profile picture for themselves.
- Administrator and staffs can edit their base profile information regarding to their level.
- Applying some new CSS styles.

- Tickets archive is sorted by latest updates by default.
- Stored data in tables can be re-sorted on each column by clicking on column title in ascending and descending mode.
- Some CSS styles has been changed.

- Adding a new option for administrator to reset staffs' and customers' password from administration panel.

- Letting staffs to send tickets to the administrator.
- Fixing some bugs in tickets statistics inside administrator dashboard.
- Applying some changes in language files.
- Applying some changes in drop down lists styles for Persian edition.

- Fixing bugs on tickets quantity in customers list inside administration panel.
- Change sorting order of staffs by departments and their last name in administration area.
- Adding link to customers list in menu inside staffs panel.

- Fixing showing some duplicate results in tickets search page.

- Fixing some minor bugs.

- Some styles changed in ticket details page.

- Fixing some minor bugs in replying tickets.
- Adding new values to language files.

- Fixing a major bug on adding new customer inside administration panel.

- Fixing some minor bugs.
- Changing codes to decrease Captcha generation time.
- Reducing font-size value in Persian language edition to show texts more suitable.
- Applying some changes on CSS styles.
- Making a link to changelog (current page) on built number at the bottom of application.

- First release.