We've made managing articles in the knowledgebase easier much easier. We added a new interface, drag and drop sorting, and tech searching.

The left side of the page is a navigational pane. The top part consists of basic links to create categories or articles etcetera, and the bottom part is a tree list of the content in your knowledgebase. The tree is loaded on-demand via AJAX so it remains quick and useable. You can drag-and-drop any item in the list to reorder or move categories and articles. No more suffering with display order numbers and fiddling with parent category options.

A popular feature request has always been a way for a tech to search the knowledgebase. We have finally added this capability. You have search criteria for content, the category, and author.

We've added a new type of custom field to ticket fields, user fields, calendar fields and knowledgebase fields. The new type is called "2-Level Select". It allows you to define up to two levels of options. When a user selects an parent option, sub-options are automatically and instantly revealed so the user can select one.

This is perfect for creating categorized selects. For example, a helpdesk that offers support for different software products might create a "Product" custom field. The parent options would be the product name and the sub-options would be product versions.

First thing we did was make a central page for controlling how registrations should be handled. Before the options were clumped around the 'Modify Settings' page which made it a bit confusing.

We also introduced the idea of "temporary tickets". This allows you to let users submit tickets and accept them, but force them to finish the whole registration process. For example, if a user submits a ticket via email, they'll get a notification telling them to complete registration. If they don't complete the registration within a couple of days, DeskPRO will send a reminder email.

This new way of forcing full registrations staggers the process a bit so it seems faster to the user. When they have already submitted a ticket, it seems like less work to just finish the registration.

We've added an option for admins and techs to request login notifications. This allows security-concious users to keep an eye on how many people log in and who. This is a per-tech option and a global-admin option.

Regardless of if you want notifications, we also added a login log that logs every single login and where the login was made to (admin or tech interface).