Changelog

09/04/2026

• New Feature: Added: allow my tickets to show the tickets CCed by another user to be shown in my tickets as well.

• New Feature: Added “Copy To” (CC) email notification—staff can now include an additional email address to receive ticket updates.

• User Engagement: Implemented a New Feature Popup to announce system updates and the changelog directly to users.

23/12/2025

• Enhanced Analytics: Added User Rating charts for ICT team members in the statistics dashboard.

• Team Stats: Added a Pie Chart visualizing the volume of closed tickets per team member.

• Visibility: Displayed individual ticket ratings directly in the frontend ticket loop.

22/12/2025

• Platform: Launched a dedicated English Changelog page and added a permanent link in the site footer.

• UI/UX: Replaced numeric ratings with Star Icons in the Admin columns for better readability.

• Detailed Views: Added a User Comment column to the admin ticket list.

• Performance Tracking: Added Response Time and Resolution Time metrics to the frontend ticket details page.

16/12/2025

• Data Integrity: Corrected Dashboard numbers and Ticket list columns by fixing date format inconsistencies in the database.

• Bug Fix: Resolved the calculation error affecting the Average Response Time in statistics.

22/10/2025

• Tracking: Added a closed_by database field to track which staff member finalized a request.

• Transparency: Displayed closure time and the closing user in the frontend ticket details.

• Bug Fix: Fixed synchronization issues with Reopen and Reminder counts inside the ticket view.

15/10/2025

• Timestamps: Fixed reply timestamps using post_meta and acf_raw to ensure actual database time is shown rather than the current session time.

• Permissions: Enabled the support team to manually modify ticket priority when necessary.

10/10/2025

• Compliance: Integrated mandatory UAP (User Acceptance Policy) and SLA (Service Level Agreement) approval checkboxes during ticket creation.

05/09/2025

• Advanced Stats: Added tracking for Reopen counts, Reminder counts, and User Satisfaction metrics to the dashboard.

01/09/2025

• Social Features: Added Post-Like statistics and a redesigned, modern Like button UI.

25/06/2025

• Notifications: Added settings for Newsletter email notifications.

• Backend Fix: Resolved the issue where the First Response column was missing from the backend list.

18/06/2025

• Security: Locked editing for historical replies; set “at” and “by” meta fields to read-only.

• Communication: Created a bilingual monthly newsletter template for system updates.

10/06/2025

• Optimization: Added Lofi animations to the login popup and internal pages using JSON (Lottie) for significantly faster loading speeds.

• Quality Assurance: Successfully completed a full pre-launch testing cycle.

01/06/2025

• Localization: Implemented a bilingual login popup on the homepage.

• Support: Added a detailed ticket creation guide to help users submit better requests.

18/05/2025

• Fix: Resolved a bug where the attachment field was missing in the new ticket form.

• Policy: Restricted users to one image upload per request to optimize storage.

10/05/2025

• Form Redesign: Migrated the ticket system to ACF Forms.

• Workflow: Hid the rating field during creation, added post-submission redirects, and custom success messages.

• Feedback: Implemented a Post-closure rating popup.

• Cleanup: Completely removed the redundant old frontend plugin.

01/05/2025

• Translations: Fixed Arabic translations for Ticket Type and various button labels.

• Logic Fix: Corrected the conditional field visibility logic in the ticket form.

22/04/2025

• UI Cleanup: Hid technical fields (Resolution time, etc.) from the edit screen for a cleaner interface.

• Automation: Integrated Make.com for automated user management workflows.

15/04/2025

• Admin Tools: Added specific time columns (Closure Time) to the admin ticket list.

• Access Control: Hid the rating option from the support team view in the frontend.

08/04/2025

• Visual Cues: Added Colored Status Labels (Green = Closed, Yellow = Open) and Colored Priority Labels with intuitive icons.

01/04/2025

• Defaults: Set the default system rating to 5 stars.

• Access: Hid the Announcements section from support-level users.

22/03/2025

• Fix: Resolved synchronization issues where Reminder and Reopen counts were not updating in real-time.

15/03/2025

• UX: Displayed user rating comments directly under the stars in the frontend.

• Logic Fix: Fixed a bug where the ticket status remained “Open” even after a requester closed it.

08/03/2025

• Cleanup: Disabled image uploads for tickets that have already been closed.

• Fix: Resolved the “+1 tag” error in the automated notification behavior.

01/03/2025

• Integration: Fixed the Snipe-IT asset dropdown to display the full library (exceeding the previous 400-asset limit).

• Replies: Restricted users to adding new replies only to prevent accidental overwriting of old logs.

22/02/2025

• Features: Enabled image uploads within the ticket details view.