Оперативная поддержка — Служба технической поддержки и система тикетов в службу поддержки клиентов

Журнал изменений

2.4.7 (Date: October 23, 2026)

• Added: Ticket list sidebar views with live counts (My Work, Needs Attention, Priority, Status, Saved Filters, Tags)
• Added: Redesigned Customers list and profile with smart search, sorting and bulk block/unblock
• Added: S3-compatible storage: DigitalOcean Spaces, Wasabi, Backblaze B2 and MinIO (Pro)
• Added: «Default» AI model option that follows the recommended model
• Improved: Faster admin; each page loads only its own code (about 73% less to download)
• Improved: Dark Mode reworked across the plugin
• Improved: Admin and Customer Portal now fit phones and tablets
• Improved: Remote storage keeps Dropbox and Google Drive files private and delivers email attachments reliably (Pro)
• Improved: Redesigned ticket activity, sidebar widgets and dashboard cards
• Improved: AI reply drafts are shorter and in the customer’s language (Pro)
• Fixed: Piped emails showing raw HTML or entity text for some characters (Pro)
• Fixed: Reply editor issues with saved drafts
• Note: Dropbox users may need to reconnect once to grant the new read permission (Pro)

2.4.5 (Date: October 09, 2026)

• Added: Remote Portal (Pro) — serve the Customer Portal on your main site, connected with a one-time key
• Added: Workflow triggers On Ticket Reopened, On Agent Response, On Agent Assigned and On Customer Feedback, plus Ticket Tags, Ticket Source, Agent Priority and Feedback conditions (Pro)
• Added: Email piping handles auto-replies, bounces and automated mail with a loop guard, and threads replies by signed email references (Pro)
• Added: Bulk actions to change priority or product, reopen tickets and remove tags
• Added: Ticket view shortcuts for next/previous ticket and close, and a Ticket Stats sidebar widget
• Added: Advanced filter by ticket source, and a «Waiting for your reply» badge in the Customer Portal
• Added: Inbox From name can be the inbox name, the replying agent or a custom template
• Added: MCP tools to edit, delete and publish draft replies, bulk reply, and a duplicate-reply guard
• Added: fluent_support/agent_feedback_received action when a customer rates a reply
• Improved: An agent reply is held for review when the customer wrote again while it was being typed
• Improved: Agent signatures now come from the {{agent.signature}} smartcode in email templates
• Improved: Customer Portal signup follows the WordPress «Anyone can register» setting and uses FluentAuth forms when available
• Improved: Agent-initiated tickets read like an email from the agent
• Improved: Faster dashboard, agent list and ticket view; all API dates in site time
• Improved: Collapsible settings sidebar and translation coverage across the admin and portal
• Fixed: Approved drafts are sent as their author, not the approver
• Fixed: Importers calculate reply, first response and close times correctly
• Fixed: Activity log cleanup deleted every log when retention was set to 0
• Fixed: Auto-close without a response skipped close emails and workflows (Pro)
• Fixed: Dropbox and Google Drive uploads failing after a token refresh (Pro)
• Fixed: Security through ongoing audits and hardening.

2.4.0 (Date: September 15, 2026)

• Added: Advanced Reports suite (Pro) — Ticket Overview, Agent Performance, Product Insight, Business Boxes and Activity reports with date-range filters and comparison charts
• Added: AI Ticket Audit report (Pro) — audit tickets with OpenAI, Gemini or Anthropic and filter results by mood
• Added: Historical Snapshots for Advanced Reports (Pro) — data captured every 6 hours, with a Live / Snapshot comparison selector
• Added: Growth metrics and activity grid in Agent Performance, plus product interaction counts in Product Insight (Pro)
• Added: Google reCAPTCHA (v2 and v3) for the Customer Portal ticket form
• Added: Date range custom field type (Pro) — one field for start and end dates
• Added: Category(Post) filter for Knowledge Base article suggestions (Pro)
• Added: Customer Portal prompts customers to confirm a changed account email via a signed verification link, and merges any unlinked customer record already collecting tickets at that address
• Added: fluent_support/merging_customer_records action so add-ons can move their own data when two customer records merge
• Improved: Keyboard-accessible ticket rows and responsive report tables, charts and toolbars
• Improved: Product dropdowns are alphabetized and searchable; fallback agent is now a searchable dropdown
• Improved: Half-hourly background tasks now run through Action Scheduler and reconcile automatically
• Improved: Per-agent report metrics use grouped queries instead of one query per agent, and mailbox restrictions are resolved once per request
• Improved: Consistent input and select heights in the admin UI; scoped date-range picker styles
• Improved: Report stat numbers now use thousand separators
• Improved: Translation coverage for admin strings — theme modes, ticket sidebar, report tabs, date shortcuts, workflow list and more
• Improved: (MCP) Silent close option for the close-ticket tool
• Fixed: Product filter on the ticket list — cleared filters, filter routing and per-product ticket counts
• Fixed: Business Boxes report showing waiting tickets from the wrong mailbox
• Fixed: Two-factor and login expiry parsed as UTC, expiring early on non-UTC sites
• Fixed: Literal backslashes were stripped from ticket and reply content, including piped emails (Pro)
• Fixed: Duplicate Cc line on the first message of a ticket thread
• Fixed: Agent-initiated outreach email showing the internal log message instead of the agent’s reply for {{ticket.content}}
• Fixed: Long ticket titles overflowing instead of wrapping on the ticket view; ticket title typography
• Fixed: Inline attachments without a placeholder are now visible in the ticket thread (Pro)
• Fixed: Ticket category ordering and stale category IDs in custom field options (Pro)
• Fixed: Security through ongoing audits and hardening.

2.3.2 (Date: August 19, 2026)

• Compatibility with WordPress 7.1
• Fixed: Security through ongoing audits and hardening.
• Fixed: Missing FluentBoards documentation URL to integration statuses.
• Improved: Updated the Gemini model list in AI Model Setup

2.3.1 (Date: July 15, 2026)

• Fixed: Security through ongoing audits and hardening.
• Fixed: Low-contrast text and input fields in the «Generate Responses with AI» popover when using dark mode

2.3.0 (Date: July 13, 2026)

• Added: MCP (Model Context Protocol) server integration — AI agents can now connect directly to Fluent Support tickets, conversations, and customer data via a standards-based MCP interface; configurable from a new MCP Settings page
• Added: Multi-provider AI support — choose between OpenAI, Gemini, and Anthropic as your AI backend from the new AI Model Setup settings page; provider and model are independently configurable
• Added: FluentCart workflow conditions (Pro) — branch automations on customer purchase history with three new conditions: Customer Purchased Product, Customer Purchased Package (Variation), and Customer Has Active License; enables product-tier routing and SLA enforcement automatically
• Added: Easy Digital Downloads workflow conditions (Pro) — same set of commerce conditions (Purchased Product, Purchased Variation, Has Active License) now available for EDD customers
• Added: Change Priority workflow action (Pro) — set a ticket’s priority automatically as a workflow action step
• Added: CLI migration support for Zendesk and HelpScout — import tickets, customers, and conversations via WP-CLI
• Added: Load-more pagination for Previous Conversations sidebar widget
• Added: Remote product search in Workflow commerce conditions — searchable product/variation picker for large catalogs
• Improved: AI response content now renders markdown (bold, lists, code blocks) correctly when inserted into the reply editor
• Improved: Workflow trigger fires an internal notification to assigned agents when an automation runs
• Improved: Previous ticket query scoped to agent visibility, preventing data leakage in the sidebar widget
• Improved: Redesign ticket watchers widget with collapsible toggle
• Improved: Redesign customer/agent ticket list thread, label with role icon badge
• Fixed: Agent @mention search failing with large agent lists — search is now server-side
• Fixed: Inline pasted images not appearing correctly in sent email notifications
• Fixed: Email addresses in internal notes being auto-converted to clickable hyperlinks
• Fixed: Repeated replies closing tickets due to sticky close_ticket flag persisting across responses
• Fixed: Attachment limit error message now shows the configured maximum instead of a generic message
• Fixed: Agent signature and shortcode not applied in agent-initiated ticket notification emails
• Fixed: Mailbox Settings error notification not displaying (wrong $notify call signature)
• Fixed: Active navigation link using incorrect background color design token
• Security: Restricted saved reply access and sanitized agent AI guidelines input

2.2.1 (Date: May 23, 2026)

• Added: Grid view layout for the ticket list
• Fixed issue with time tracking where working minutes were showing as null
• Unified and improved dynamic support menu UI structure
• Security: Hardened ticket ID resolution in Customer Portal policy

2.2.0 (Date: May 20, 2026)

• Added: Internal Notifications module — agents now receive real-time in-app notifications for @mentions, ticket assignments and reassignments, customer replies, ticket close/reopen events, and Workflow triggers; fully configurable per event category with a self-notification toggle
• Added: FluentBooking integration — insert available time slots from ticket replies, view upcoming meetings in the ticket sidebar, and log scheduled-meeting notes automatically
• Added: Public ticket numbers with optional prefix support — configurable serial numbers display in email notifications, ticket UI, and Customer Portal; admins can set a minimum ticket number and per-product prefix via the fluent_support/ticket_prefix filter
• Added: FluentCommunity as a global Customer Portal destination, embedding Fluent Support inside a FluentCommunity space
• Improved: Customer portal destination setting — choose where ticket links in email notifications redirect (Customer Portal, WooCommerce My Account, or FluentCommunity)
• Added: fluent_support/ticket_content_before_render, fluent_support/ticket_content_after_render, fluent_support/response_content_before_render, and fluent_support/response_content_after_render filters for developer control over ticket and response content rendering
• Added: Signing Secret support for Slack and Telegram webhooks while maintaining compatibility with existing integrations.
• Improved: attachment handling for agent-created ticket emails and pasted inline images
• Improved: dark mode visibility for filters, switches, radios, tables, and reply controls
• Refined the ticket reply composer UI for a smoother and more intuitive reply-writing experience.
• Fixed: Customer Portal not immediately reflecting ticket status changes applied by a Workflow action (e.g., auto-close on customer reply)
• Fixed: Fluent Support admin font (Inter) leaking into WordPress admin chrome outside Fluent Support pages
• Fixed: Dark mode toggle switch colors in Global Settings
• Fixed: Global Settings page design inconsistencies
• Fixed: Shortcode attribute not normalizing to lowercase

2.1.2 (Date: April 20, 2026)

• Simplified image upload flow: the Create/Reply button now appears only after the upload is complete.
• Enabled attachments for ticket emails, including Agent-created tickets and Agent-initiated tickets.
• Fixed an issue where alpha-admin.css was loading on all admin pages when the ticket summary feature was enabled.
• Fixed inaccurate Personal Report metrics; all ticket closures and replies are now correctly counted regardless of assignment.
• Fixed admin UI styling to properly align the Fluent Support canvas within the admin interface.
• Prevented duplicate shortcode copy notifications in settings.
• Improved dark mode UI consistency by enhancing blocked status warning visibility, fixing Reply/Close button state styling, and improving icon contrast with standardized dropdown icon styling.

2.1.1 (Date: April 10, 2026)

• Fixed an issue where the global ticket summary was not rendering outside Fluent Support pages
• Fixed Slack notification sending issue (Pro)
• Fixed activity log staff filter dropdown collapsing issue

2.1.0 (Date: April 09, 2026)

• Added Agent Groups to organize support teams and enable smart ticket distribution
• Added Agent Signature option for support agents
• Added Agent-Initiated Tickets (agents can create tickets on behalf of customers)
• Added new email template for Agent-Initiated Tickets
• Added file upload integration with Cloudflare R2 and Amazon S3 (Pro)
• Added Dynamic Sidebar Widgets system (hook-based, supports PHP and Vue components)
• Added fluent_support/should_send_notification filter to control notification delivery across channels
• Improved overall security
• Optimized database queries for better performance
• Fixed Fluent Boards integration action availability in free version when plugin is active
• Fixed portal signup visibility issue when using shortcode attribute
• Fixed “Close Ticket Silently” not suppressing email notifications
• Fixed incorrect syncing of customer status with FluentCRM
• Fixed advanced filter deletion issue in tickets list
• Fixed theme mode toggle visibility issue
• Fixed untranslated strings in advanced filter options

2.0.6 (Date: March 05, 2026)

• Updated: Core PHP framework
• Added: Zendesk migration improvement to collect archived tickets and resume previous migrations
• Fixed: Onboarding dark mode design issue
• Fixed: Bulk option checkbox now visible by default
• Fixed: Ticket list not updating after bulk actions
• Fixed: File upload limit validation issue after deleting previously uploaded files
• Fixed: WordPress admin bar overlapping Fluent Support menu
• Fixed: Agent reply count in reports incorrectly including internal notes
• Fixed: Error when navigating directly to a ticket URL due to window.history.state being null

2.0.5 (Date: March 02, 2026)

• Added: Admin Dashboard Dark Mode
• Added: Support for OpenAI GPT-5.2 & GPT-5.2 Chat models
• Added: View Tickets (Read Only) permission
• Improved: Faster ticket list loading
• Improved: Optimized large-scale Zendesk migration
• Fixed: Draft Reply permission issue
• Fixed: Attachment links during ticket merge
• Fixed: Ticket content unordered list formatting
• Fixed: Integration settings save button visibility
• Fixed: “Waiting Since” tooltip date display
• Fixed: Saved Replies left menu link
• Fixed: Login page styling issue
• Fixed: Date range picker responsive layout

2.0.2 (Date: February 09, 2026)

• Fixed an issue where current ticket watchers were not displaying in the ticket list.
• Fixed an issue where ticket merging could fail from the ticket view page.
• Fixed an issue where reCAPTCHA settings were not saving properly.
• Fixed a responsiveness issue with the bulk actions bar in the ticket list.
• Fixed issues related to ticket migration.
• Fixed a customer profile update issue by treating customer IP fields as strings.
• Fixed a styling issue with the Ticket Merge dialog buttons.

2.0.1 (Date: February 06, 2026)

• Improved onboarding completion UI and post-onboarding navigation
• Improved sanitization and validation handling
• Fixed Saved Replies modal showing stale content when editing

2.0.0 (Date: February 05, 2026)

• Complete admin interface redesign with a modern layout.
• Full RTL (Right-to-Left) language support across the interface.
• Fully mobile-responsive experience across all modules.
• Revamped menu structure with dropdowns for better organization.
• Responsive hamburger menus for Main Menu, Settings, and Reports.
• Drag & Drop Image Upload for tickets.
• Ticket List Display Settings: manage layout and element visibility directly from the Display Settings icon.
• Compact Ticket List Layout for faster scanning and higher information density.
• Keyboard Shortcuts: Enable via Plugin Settings → Global Settings → Enable Keyboard Shortcuts. Click “Keyboard Shortcuts” to view all available commands.
• Improved Frontend Support Portal responsiveness and theme compatibility.
• Refactored Customer Portal SCSS variables for easier dark mode implementation.
• Updated core PHP framework; resolved PHP 8.4 compatibility issues.
• Improved input sanitization and validation.
• Migrated components to Options API and refactored Vue components for better performance.
• Prevented unnecessary API calls in Reports module.
• Separated personal reports from agent performance reports.
• Added Reports Stats API for product/business-specific insights.
• Selected date range persists when switching report tabs.
• Resolved issue where pressing Enter caused page reload instead of submitting forms.
• Fixed Block Editor styles not applying correctly on Customer Portal.
• Fixed WordPress 6.9 admin text editor toolbar compatibility issues.
• Fixed database table error when Activity Log feature was disabled.
• Fixed auto password generation issue for new users with empty password fields.

1.10.5 (Date: November 28, 2025)

• Безопасность: Исправлен обход контроля доступа в портале клиентов, вызванный неправильной валидацией параметра intended_ticket_hash.
• Безопасность: Добавлено sanitize_sql_orderby() для предотвращения использования небезопасных или недопустимых значений в запросах сортировки.
• Исправлен фильтр product_id: теперь требуется массив в whereIn, чтобы предотвратить потенциальные ошибки при передаче не массивного значения.

1.10.4 (Date: November 21, 2025)

• Исправлено: Проблема с отображением вложений из стороннего хранилища.

1.10.3 (Date: Nov 17, 2025)

• Устранены проблемы, влияющие на видимость публичных заявок и вложений.

1.10.2 (Date: Nov 6, 2025)

• Исправлены проблемы с руководствами

1.10.1 (Date: Oct 31, 2025)

• Исправлены проблемы с текстовыми доменами
• Обновлены библиотеки
• Предотвращение прямого доступа к файлам плагина
• Добавлена ссылка на публичный репозиторий GitHub в файл readme

1.10.0 (Date: October 23, 2025)

• Добавлено: Виджет покупки продукта Fluent Cart в боковой панели заявки.
• Добавлено: Параметры продукта и заказа Fluent Cart в пользовательские поля.
• Добавлено: Триггер рабочего процесса на основе продукта и заказа Fluent Cart из пользовательских полей.
• Добавлено: Возможность интеграции портала клиентов в панель управления Fluent Cart.
• Добавлено: Возможность множественного выбора для фильтрации по продуктам в заявках.
• Улучшено: Оптимизирована производительность плагина для повышения скорости и эффективности.

The full changelog for every version is at docs.fluentsupport.com/change-log.