Hesk v3.2.0

2021-03-06 16:23:18 +00:00
parent a5296eea55
commit ac0640212a
222 changed files with 16911 additions and 1089 deletions
--- a/hesk/docs/changelog.html
+++ b/hesk/docs/changelog.html
@@ -15,7 +15,7 @@
 <tr>
 <td width="50%" style="text-align:left;vertical-align:top">
 <ul class="nobullets">
- <li>Version: 3.1.2 from 18th August 2020</li>
+ <li>Version: 3.2.0 from 28th February 2021</li>
 <li>Developed by: Klemen Stirn, Mike Koch</li>
 <li><a href="https://www.hesk.com">Help Desk Software HESK</a></li>
 <li><a href="https://www.phpjunkyard.com">Free PHP Scripts</a></li>
@@ -34,6 +34,32 @@

 <h2>HESK 3 CHANGELOG</h2>

+<p><b>Changes in 3.2.0</b> - 28th February 2021<br />
+- tickets can now have a due date set<br />
+- added support for HTML-formatted ticket messages/replies (staff only)<br />
+- added links to filter tickets by assignment/due soon/overdue quickly<br />
+- do not update &quot;lastchange&quot; timestamp on Resolved tickets when deleting a user or category<br />
+- support for %%SITE_TITLE%% in email subjects<br />
+- improved button text display on non-English versions<br />
+- added an easy way to load an extra custom CSS file to Hesk admin<br />
+- staff can now change ticket category when submitting a ticket<br />
+- staff can now set ticket (customer) language when submitting a ticket<br />
+- cron files can now have an access key set to authorize web access<br />
+- security: fixed persistent XSS, reported by Charley Celice of Quorum Cyber (<a href="https://www.quorumcyber.com/">www</a>)<br />
+- fix: make sure ticket list always has clickable links in mobile view<br />
+- fix: ticket list mismatch after deleting a custom field<br />
+- fix: check if JSON is enabled when installing/updating Hesk<br />
+- fix: bulk ticket actions select vertical scroll bar off-screen on some mobile devices<br />
+- fix: set cookie SameSite attribute to &quot;None&quot; if Hesk is allowed to be displayed in frames<br />
+- fix: message encoding issue when previewing service messages<br />
+- fix: properly escape edge-case HTML special characters and backslashes<br />
+- fix: &quot;Can unban ips&quot; permission should also enable &quot;Can ban ips&quot;<br />
+- fix: email notification setting when someone adds a note not respected<br />
+- fix: respect custom field position when editing a ticket<br />
+- fix: properly encode CDATA closing tag<br />
+- minor styling and usability changes<br />
+</p>
+
 <p><b>Changes in 3.1.2</b> - 18th August 2020<br />
 - the &quot;Submit as&quot; control in staff reply form now supports all statuses<br />
 - don't change the &quot;last updated&quot; value of tickets when deleting a custom field<br />
@@ -735,7 +761,7 @@

 <p>&nbsp;</p>

-<p style="text-align:center">&copy; Copyright <a href="https://www.hesk.com">HESK.COM</a> 2005-2020. All rights reserved.<br />
+<p style="text-align:center">&copy; Copyright <a href="https://www.hesk.com">HESK.COM</a> 2005-2021. All rights reserved.<br />
 &reg; HESK is a registered trademark of Klemen Stirn.</p>

 </div>
--- a/hesk/docs/index.html
+++ b/hesk/docs/index.html
@@ -15,7 +15,7 @@
 <tr>
 <td width="50%" style="text-align:left;vertical-align:top">
 <ul class="nobullets">
- <li>Version: 3.1.2 from 18th August 2020</li>
+ <li>Version: 3.2.0 from 28th February 2021</li>
 <li>Developed by: Klemen Stirn, Mike Koch</li>
 <li><a href="https://www.hesk.com">Help Desk Software HESK</a></li>
 <li><a href="https://www.phpjunkyard.com">Free PHP Scripts</a></li>
@@ -71,7 +71,7 @@

 <p>&nbsp;</p>

-<p style="text-align:center">&copy; Copyright <a href="https://www.hesk.com">HESK.COM</a> 2005-2020. All rights reserved.<br />
+<p style="text-align:center">&copy; Copyright <a href="https://www.hesk.com">HESK.COM</a> 2005-2021. All rights reserved.<br />
 &reg; HESK is a registered trademark of Klemen Stirn.</p>

 </div>
--- a/hesk/docs/license.html
+++ b/hesk/docs/license.html
@@ -14,15 +14,14 @@
 <p><b>Notice:</b> The latest version of this agreement is published at <a href="https://www.hesk.com/eula.php" target="_blank">HESK.com EULA webpage</a></p>
 </div>

-<h1>HESK Software End User License Agreement</h1>
+<p>This End-User License Agreement (EULA) is a legal agreement between either an individual or a legal entity or association intending to use the Software (&quot;You&quot; or &quot;Customer&quot;) and HESK.COM. By installing, copying, or otherwise using the Software, You represent, warrant, and agree that You have read, understood, and agree to be bound by the terms of the EULA. If You do not agree to be bound by the EULA, or You do not have the authority to bind the Customer to the EULA, You may not use the Software.</p>

-<p>This End-User License Agreement (EULA) is a legal agreement between either and individual or a legal entity or association intending to use the Software (&quot;You&quot; or &quot;Customer&quot;) and HESK.COM. By installing, copying, or otherwise using the Software, You represent, warrant, and agree that You have read, understood, and agree to be bound by the terms of the EULA. If You do not agree to be bound of the EULA, or You do not have authority to bind Customer to the EULA, You may not use the Software.</p>

 <h2>1. Definitions</h2>

 <p><b>&quot;Copyright headers&quot;</b> means a written copyright notice by HESK.COM located in Software source code and normally not visible to Web Users.</p>

-<p><b>&quot;HESK.COM&quot;</b> (&quot;Author&quot;, &quot;We&quot;, &quot;Us&quot;) means Klemen Stirn, the author and copyrights owner of the Software, his employees, representatives and contractors.</p>
+<p><b>&quot;HESK.COM&quot;</b> (&quot;Author&quot;, &quot;We&quot;, &quot;Us&quot;) means Klemen Stirn, the founder and copyrights owner of the Software, his employees, representatives, and contractors.</p>

 <p><b>&quot;License Key&quot;</b> means the key that is used to activate special Software functions, such as the removal of Powered by links, in one or more installed copies of Software.</p>

@@ -44,22 +43,22 @@

 <h2>3. Conditions and Limitations</h2>

-<p><b>Distribution.</b><br />
+<p><b>Distribution.</b><br>
 Obtain permission before redistributing this Software over the Internet or in any other medium.</p>

-<p><b>Separation of Components.</b><br />
+<p><b>Separation of Components.</b><br>
 The Software is licensed as a single product. Its component parts may not be separated for other use.</p>

-<p><b>Software Transfer.</b><br />
+<p><b>Software Transfer.</b><br>
 You may permanently transfer all of Your rights under this EULA, provided the recipient agrees to the terms of this EULA.</p>

-<p><b>Source code</b><br />
-Using the Software source code, in part or full, to create derivative work, new softwares or products is expressly forbidden. Under no circumstance is the removal of Copyright headers from the Software source code permitted.</p>
+<p><b>Source code</b><br>
+Using the Software source code, in part or full, to create derivative work, new software, or products is expressly forbidden. Under no circumstance is the removal of Copyright headers from the Software source code permitted.</p>

-<p><b>Termination.</b><br />
-Without prejudice to any other rights, the Author of the Software may terminate the EULA if You fail to comply with the terms and conditions of the EULA. In such event, You must destroy all copies of the Software and all of its component parts.</p>
+<p><b>Termination.</b><br>
+Without prejudice to any other rights, the Author of the Software may terminate the EULA if You fail to comply with the terms and conditions of the EULA. In such an event, You must destroy all copies of the Software and all of its component parts.</p>

-<p><b>Third party components.</b><br />
+<p><b>Third-party components.</b><br>
 The Software may contain certain components provided by third parties and released under a different license agreement. You acknowledge and agree to the terms and conditions in each such license agreement and that You are solely responsible for complying with such terms and conditions.</p>


@@ -67,7 +66,7 @@ The Software may contain certain components provided by third parties and releas

 <p>You are not allowed to remove or modify the Powered by links in the Software without a valid License Key.</p>

-<p>Removing or modifying Powered by links without a valid a License Key means You are in a direct violation of the EULA and You may not use the Software.</p>
+<p>Removing or modifying Powered by links without a valid License Key means You are in a direct violation of the EULA, and You may not use the Software.</p>

 <p>A single License Key can cover one or more copies of the Software installed, all of which must be registered in the License Manager. Access to the License Manager is provided along with a License Key.</p>

@@ -76,18 +75,18 @@ The Software may contain certain components provided by third parties and releas

 <h2>5. Copyright</h2>

-<p>&copy; Copyright 2020 Klemen Stirn. All rights reserved.</p>
+<p>&copy; Copyright 2021 Klemen Stirn. All rights reserved.</p>

-<p>Some components may be copyrighted by third parties. See component source code and/or included license agreements for details. Trademarks are property of their respective owners.</p>
+<p>Some components may be copyrighted by third parties. See component source code and/or included license agreements for details. Trademarks are the property of their respective owners.</p>


 <h2>6. Trademark Policy</h2>

-<p>HESK is a registered trademark of Klemen Stirn. Certain usages of the Trademark are fine and no specific permission from the Author is needed:</p>
+<p>HESK is a registered trademark of Klemen Stirn. Certain usages of the Trademark are acceptable, and no specific permission from the Author is needed:</p>

 <ul>
 <li>there is no commercial intent behind the use,</li>
-<li>what You are referring to is in fact HESK. If someone is confused into thinking that what isn't HESK is in fact HESK, You are probably doing something wrong,</li>
+<li>what You are referring to is, in fact, HESK. If someone is confused into thinking that what isn't HESK is, in fact, HESK, You are probably doing something wrong,</li>
 <li>there is no suggestion (through words or appearance) that Your project is approved, sponsored, or affiliated with HESK or its related projects unless it actually has been approved by and is accountable to the Author.</li>
 </ul>

@@ -95,27 +94,27 @@ The Software may contain certain components provided by third parties and releas

 <ul>
 <li>any commercial use,</li>
-<li>use on or in relation to a Software product that includes or is built on top of a product supplied by Author, if there is any commercial intent associated with that product,</li>
+<li>use on or in relation to a software product that includes or is built on top of a product supplied by Author, if there is any commercial intent associated with that product,</li>
 <li>use in a domain name or URL,</li>
-<li>use for merchandising purposes, e.g. on t-shirts and the like,</li>
-<li>use of a name which includes the letters HESK in relation to computer hardware or Software,</li>
+<li>use for merchandising purposes, e.g., on t-shirts and the like,</li>
+<li>use of a name that includes the letters HESK in relation to computer hardware or software,</li>
 <li>services relating to any of the above.</li>
 </ul>

-<p>If You wish to have permission for any of the uses above or for any other use which is not specifically referred to in this policy, please contact HESK.COM to verify if Your proposed use is permissible. Permission may only be granted subject to certain conditions and these may include the requirement that You enter into an agreement with me to maintain the quality of the product and/or service which You intend to supply at a prescribed level.</p>
+<p>If You wish to have permission for any of the uses above or for any other use which is not specifically referred to in this policy, please contact HESK.COM to verify if Your proposed use is permissible. Permission may only be granted subject to certain conditions, and these may include the requirement that You enter into an agreement with the Author to maintain the quality of the product and/or service which You intend to supply at a prescribed level.</p>

 <p>While there may be exceptions, it is very unlikely that HESK.COM will approve Trademark use in the following cases:</p>

 <ul>
 <li>use of a Trademark in a company name,</li>
-<li>use of a Trademark in a domain name which has a commercial intent. The commercial intent can range from promotion of a company or product, to collecting revenue generated by advertising,</li>
-<li>the calling of any Software or product by the name HESK (or another related Trademark), unless that Software or product is a substantially unmodified HESK product,</li>
-<li>use in combination with any other marks or logos. This include use of a Trademark in a manner that creates a "combined mark," or use that integrates other wording with the Trademark in a way that the public may think of the use as a new mark (for example Club HESK or HESKBooks, or in a way that by use of special fonts or presentation with nearby words or images conveys an impression that the two are tied in some way),</li>
+<li>use of a Trademark in a domain name that has a commercial intent. The commercial intent can range from promotion of a company or product to collecting revenue generated by advertising,</li>
+<li>the calling of any software or product by the name HESK (or another related Trademark), unless that software or product is a substantially unmodified HESK product,</li>
+<li>use in combination with any other marks or logos. This include use of a Trademark in a manner that creates a "combined mark," or use that integrates other wording with the Trademark in a way that the public may think of the use as a new mark (for example, Club HESK or HESKBooks, or in a way that by use of special fonts or presentation with nearby words or images conveys an impression that the two are tied in some way),</li>
 <li>use in combination with any product or service which is presented as being Certified or Official or formally associated with me or my products or services,</li>
 <li>use in a way which implies an endorsement where that doesn't exist, or which attempts to unfairly or confusingly capitalise on the goodwill or brand of the project,</li>
-<li>use of a Trademark in a manner that disparages HESK and is not clearly third-party parody,</li>
-<li>on or in relation to a Software product which constitutes a substantially modified version of a product supplied by HESK.com, that is to say with material changes to the code, or services relating to such a product,</li>
-<li>in a title or metatag of a web page whose sole intention or result is to influence search engine rankings or result listings, rather than for discussion, development or advocacy of the Trademarks.</li>
+<li>use of a Trademark in a manner that disparages HESK and is not clearly a third-party parody,</li>
+<li>on or in relation to a software product which constitutes a substantially modified version of a product supplied by HESK.com, that is to say with material changes to the code, or services relating to such a product,</li>
+<li>in a title or metatag of a web page whose sole intention or result is to influence search engine rankings or result listings, rather than for discussion, development, or advocacy of the Trademarks.</li>
 </ul>


@@ -131,7 +130,7 @@ The Software may contain certain components provided by third parties and releas

 <h2>9. Modification</h2>

-<p>The EULA may be modified by HESK.com at any time. The new version of the EULA becomes valid when published on HESK.COM website. You are encouraged to regularly check back for updates.</p>
+<p>The EULA may be modified by HESK.com at any time. The new version of the EULA becomes valid when published on HESK.COM website. You are encouraged to check back for updates regularly.</p>


 <h2>10. Other</h2>
--- a/hesk/docs/quick-guide.html
+++ b/hesk/docs/quick-guide.html
@@ -15,7 +15,7 @@
 <tr>
 <td width="50%" style="text-align:left;vertical-align:top">
 <ul class="nobullets">
- <li>Version: 3.1.2 from 18th August 2020</li>
+ <li>Version: 3.2.0 from 28th February 2021</li>
 <li>Developed by: Klemen Stirn, Mike Koch</li>
 <li><a href="https://www.hesk.com">Help Desk Software HESK</a></li>
 <li><a href="https://www.phpjunkyard.com">Free PHP Scripts</a></li>
@@ -54,9 +54,9 @@

 <ul>
 <li><b>Profile</b> - set your name, email, signature, and a new password.</li>
-<li><b>Settings</b> - set website URL, title and get familiar with HESK settings.</li>
+<li><b>Settings</b> - set website URL, title, and get familiar with HESK settings.</li>
 <li><b>Categories</b> - create help desk categories/departments.</li>
-<li><b>Users</b> - create new staff accounts.</li>
+<li><b>Team</b> - create new staff accounts.</li>
 <li><b>Knowledgebase</b> - create knowledgebase (FAQ) categories and articles.</li>
 <li><b>Canned</b> - set reply templates (canned responses).<br />&nbsp;</li>
 </ul>
@@ -71,9 +71,8 @@
 <p><b>Known upgrade issues:</b></p>

 <ul>
-<li>HESK language may be reset to English if new text was added.</li>
-<li>Passwords may not work after upgrade from very old versions (<a href="https://www.hesk.com/knowledgebase/?article=22">reset password</a>).</li>
-<li>If you purchased a license you may need to <a href="https://www.hesk.com/license">download a new license</a>.</li>
+<li>HESK language will be reset to English if new text was added.</li>
+<li>When upgrading from very old versions, you might need to <a href="https://www.hesk.com/knowledgebase/?article=22">reset your password</a>.</li>
 </ul>

 <p style="font-weight:bold">Upgrade steps:</p>
@@ -93,10 +92,10 @@
 <li><p>Open <b>install</b> directory in your browser (https://www.example.com/helpdesk/install)</p></li>
 <li><p>Click <b>UPDATE HESK</b> and follow instructions to update MySQL tables.</p></li>
 <li><p>Delete the <b>install</b> directory.</p></li>
-<li><p>Open the admin panel (https://www.example.com/helpdesk/admin) and log in with your username. If the password doesn't work anymore try <a href="https://www.hesk.com/knowledgebase/?article=22">resetting it</a>.</p></li>
+<li><p>Open the admin panel (https://www.example.com/helpdesk/admin) and log in with your username. If your password doesn't work anymore, <a href="https://www.hesk.com/knowledgebase/?article=22">reset it</a>.</p></li>
 <li><p>Test HESK to make sure the upgrade was successful and everything works. You may need to modify your Help Desk title and Custom field settings if they are not displaying correctly.</p></li>
 <li>
-<p>If you own a HESK license you might need to <a href="https://www.hesk.com/license">download a new one</a>.</p>
+<p>If you own a HESK license, you might need to <a href="https://www.hesk.com/license">download a new one</a>.</p>
 <p>If not, consider supporting HESK by <a href="https://www.hesk.com/buy.php">purchasing a license</a>.</p></li>
 <li><p>Good luck with using HESK!<br />&nbsp;</p></li>
 </ol>
@@ -104,7 +103,7 @@
 <h2 id="help">&raquo; Help &amp; Support</h2>

 <div class="notice" style="font-size:15px">
-<p style="text-align:center">For comprehensive and up-to-date help and troubleshooting guides please visit:<br />
+<p style="text-align:center">For comprehensive and up-to-date help and troubleshooting guides, please visit:<br />
 <a href="https://www.hesk.com/knowledgebase/"><b>HESK Knowledgebase</b></a></p>
 </div>

@@ -120,7 +119,7 @@

 <p>&nbsp;</p>

-<p style="text-align:center">&copy; Copyright <a href="https://www.hesk.com">HESK.COM</a> 2005-2020. All rights reserved.<br />
+<p style="text-align:center">&copy; Copyright <a href="https://www.hesk.com">HESK.COM</a> 2005-2021. All rights reserved.<br />
 &reg; HESK is a registered trademark of Klemen Stirn.</p>

 </div>
--- a/hesk/docs/step-by-step-guide.html
+++ b/hesk/docs/step-by-step-guide.html
@@ -15,7 +15,7 @@
 <tr>
 <td width="50%" style="text-align:left;vertical-align:top">
 <ul class="nobullets">
- <li>Version: 3.1.2 from 18th August 2020</li>
+ <li>Version: 3.2.0 from 28th February 2021</li>
 <li>Developed by: Klemen Stirn, Mike Koch</li>
 <li><a href="https://www.hesk.com">Help Desk Software HESK</a></li>
 <li><a href="https://www.phpjunkyard.com">Free PHP Scripts</a></li>
@@ -43,14 +43,14 @@
 <h2 id="install">&raquo; Install HESK</h2>

 <div class="error">
-<p style="font-weight:bold">Please take 5 minutes to read the installation instructions carefully and completely! This will ensure a proper and easy installation.</p>
+<p style="font-weight:bold">Please take 5 minutes to read the installation instructions carefully and thoroughly! Doing so will ensure a proper and easy installation.</p>
 </div>

 &nbsp;

 <div class="notice">
-<p>Before installing HESK you will need to obtain your MySQL database information, such as <b>database name</b>, <b>database user</b> and <b>password</b>.
-You need to get this information from your HOSTING COMPANY, HESK CANNOT help you find it.</p>
+<p>Before installing HESK, you will need to obtain your MySQL database information, such as <b>database name</b>, <b>user</b>, and <b>password</b>.
+You need to get this information from your HOSTING COMPANY; HESK cannot help you find it.</p>
 </div>

 <p>&nbsp;<br /><span class="tip">TIP:</span> Want a hassle-free help desk working in minutes? Sign up for <a href="https://www.hesk.com/remote-help-desk.php"><b>HESK Cloud</b></a> instead.<br />&nbsp;</p>
@@ -60,13 +60,14 @@ You need to get this information from your HOSTING COMPANY, HESK CANNOT help you
 <ol>
 <li><p>Connect with FTP to the <i>public folder</i> of your server where the rest of your Web site is.</p>
 <p><span class="tip">TIP:</span> The public folder is usually called &quot;<b>public_html</b>&quot;, &quot;www&quot;, &quot;site&quot; or &quot;htdocs&quot;.</p>
-<p><span class="tip">TIP:</span> Learn how to FTP files, read my simple <a href="https://www.phpjunkyard.com/tutorials/ftp-chmod-tutorial.php">FTP and CHMOD tutorial</a></p>
+<p><span class="tip">TIP:</span> Learn how to FTP files by reading this <a href="https://www.phpjunkyard.com/tutorials/ftp-chmod-tutorial.php">FTP and CHMOD tutorial</a></p>
 </li>
 <li><p>Create a new folder where you will install HESK. Name it anything you like, for example, &quot;helpdesk&quot; or &quot;support&quot;.<br />
 Example: /public_html/helpdesk<br />
 Corresponding URL: https://www.example.com/helpdesk</p></li>
 <li><p>Upload all HESK files to your server. PHP files must be transferred in ASCII mode and images in BINARY mode.</p>
-<p><span class="tip">TIP:</span> Most FTP clients will select the proper transfer mode automatically so you needn't worry about this.</li>
+<p><span class="tip">TIP:</span> Most FTP clients will automatically select the proper transfer mode, so you needn't worry about it.</p>
+</li>
 <li>
 <p>Open <b>hesk/install</b> in your browser, for example (modify to your URL):<br />
 https://www.example.com/helpdesk/install</p>
@@ -76,13 +77,13 @@ https://www.example.com/helpdesk/install</p>
   <ul>
   <li><b>STEP 1: License agreement</b> - read the HESK License agreement and confirm that you agree with the terms.</li>
   <li><b>STEP 2: Check setup</b> - the script will test your server to see if all required settings are correct and advise solutions to any problems.</li>
-   <li><b>STEP 3: Database settings</b> - enter your MySQL database settings and the setup script will test them.<br />
+   <li><b>STEP 3: Database settings</b> - enter your MySQL database settings, and the setup script will test them.<br />
       <span class="dest">You need to get the correct MySQL database information from your hosting company!</span></li>
-   <li><b>STEP 4: Setup database tables</b> - everything OK, the script will install MySQL tables.<br />&nbsp;</li>
+   <li><b>STEP 4: Setup database tables</b> - everything OK; the script will install MySQL tables.<br />&nbsp;</li>
   </ul>
 </li>
 <li>
-<p style="font-weight:bold">Before closing the upgrade script <span class="dest">DELETE the &quot;install&quot; directory from your server!</span></p>
+<p style="font-weight:bold">Before closing the installation script, <span class="dest">DELETE the &quot;install&quot; directory from your server!</span></p>
 </li>
 <li>
 <p>Well done, now it's time to set up your help desk! Click the Continue link in the install script or open the <b>admin</b> folder in your browser, for example:<br />
@@ -94,8 +95,8 @@ https://www.example.com/helpdesk/admin/</p>
 <li><p>Click the <b>Settings</b> link in the top menu to get to the settings page (if not there already)</p></li>

 <li>
-<p>Take some time and get familiar with all the available settings. Most should be self-explanatory, for additional information
-about each setting click the [<a href="Javascript:void(0)"><b>?</b></a>] link for help about the current setting.</p>
+<p>Take some time and get familiar with all the available settings. Most should be self-explanatory; for additional information
+about each setting, click the [<a href="Javascript:void(0)"><b>?</b></a>] link for help about the current setting.</p>
 <p>Don't forget to click the <b>Save changes</b> button at the bottom of the settings page to save your settings!</p>
 </li>
 <li>
@@ -105,13 +106,13 @@ about each setting click the [<a href="Javascript:void(0)"><b>?</b></a>] link fo

 <li><p>Click the &quot;Profile&quot; link to set your name, e-mail, signature, and password.</p></li>

-<li><p>Add new categories (departments) on the &quot;Categories&quot; page. The default category cannot be deleted, but it can be renamed.</p></li>
+<li><p>Add new categories (departments) on the &quot;Categories&quot; page. You cannot delete the default category, but you can rename it.</p></li>

-<li><p>To create additional staff accounts visit the &quot;Users&quot; page. The default user (Administrator) cannot be deleted.</p></li>
+<li><p>To create additional staff accounts, visit the &quot;Team&quot; page. You cannot delete the default user (Administrator), but you can change the username.</p></li>

 <li><p>You can create canned responses on the &quot;Canned&quot; page. These are pre-written replies to common support questions.</p></li>

-<li><p>To access and manage your knowledgebase click the &quot;Knowledgebase&quot; link.</p>
+<li><p>To access and manage your knowledgebase, click the &quot;Knowledgebase&quot; link.</p>

 <p>The knowledgebase is a collection of answers to frequently asked questions (FAQ) and articles which provide self-help resources to your customers. You can arrange articles into categories and subcategories.</p>

@@ -126,7 +127,7 @@ about each setting click the [<a href="Javascript:void(0)"><b>?</b></a>] link fo
 <li><p>Customers can submit tickets and browse knowledgebase by visiting the main HESK folder, for example:<br />
 <b>https://www.example.com/helpdesk</b></p></li>

-<li><p style="font-weight:bold"><span class="dest">If you have problems/questions see the &quot;HELP and Troubleshooting&quot; section further down.</span></p></li>
+<li><p style="font-weight:bold"><span class="dest">If you have problems/questions, see the &quot;HELP and Troubleshooting&quot; section further down.</span></p></li>

 <li><p>Support HESK development by <a href="https://www.hesk.com/buy.php">purchasing a license</a></p></li>
 <li><p>Good luck with using HESK!<br />&nbsp;</p></li>
@@ -135,15 +136,14 @@ about each setting click the [<a href="Javascript:void(0)"><b>?</b></a>] link fo
 <h2 id="upgrade">&raquo; Upgrading from old versions</h2>

 <div class="error">
-<p style="font-weight:bold">Please take 5 minutes to read the upgrade instructions carefully and completely! This will ensure a proper and easy upgrade.</p>
+<p style="font-weight:bold">Please take 5 minutes to read the installation instructions carefully and thoroughly! Doing so will ensure a proper and easy installation.</p>
 </div>

 <p><b>Known upgrade issues</b></p>

 <ul>
-<li>HESK language may be reset to English if new text was added.</li>
-<li>Passwords may not work after upgrade from very old versions (<a href="https://www.hesk.com/knowledgebase/?article=22">reset password</a>).</li>
-<li>If you purchased a license you may need to <a href="https://www.hesk.com/license">download a new license</a>.</li>
+<li>HESK language will be reset to English if new text was added.</li>
+<li>When upgrading from very old versions, you might need to <a href="https://www.hesk.com/knowledgebase/?article=22">reset your password</a>.</li>
 </ul>

 <p><span class="tip">TIP:</span> Perform the upgrade in low-traffic hours when your Web site receives the least amount of visits.</p>
@@ -168,7 +168,7 @@ about each setting click the [<a href="Javascript:void(0)"><b>?</b></a>] link fo

 <p>Your HESK directory now contains the updated files you require for updating your copy of HESK.</p>

-<p><span class="tip">TIP:</span> Images must be transferred to your server in binary mode and all other HESK files in ASCII mode. Most FTP clients will select the correct transfer mode automatically.</p>
+<p><span class="tip">TIP:</span> You must transfer images in BINARY and all other files in ASCII mode. Most FTP clients will automatically select the proper transfer mode, so you needn't worry about it.</p>

 <div class="notice">
 <p><b>Did you rename your HESK's <i>/admin</i> folder?</b> If yes, don't forget to move files from the new version's <i>/admin</i> folder into your renamed folder.</p>
@@ -184,18 +184,18 @@ https://www.example.com/helpdesk/install</p>
   <ul>
   <li><b>STEP 1: License agreement</b> - read the HESK License agreement and confirm that you agree with the terms.</li>
   <li><b>STEP 2: Check setup</b> - the script will test your server to see if all required settings are correct and advise solutions to any problems.</li>
-   <li><b>STEP 3: Database settings</b> - check your MySQL database settings and the script will test them.<br />
+   <li><b>STEP 3: Database settings</b> - check your MySQL database settings, and the script will test them.<br />
       <span class="dest">The settings must be the same as with your old HESK installation</span></li>
-   <li><b>STEP 4: Update database tables</b> - everything OK, the script will update existing MySQL tables.<br />&nbsp;</li>
+   <li><b>STEP 4: Update database tables</b> - everything OK; the script will update existing MySQL tables.<br />&nbsp;</li>
   </ul>
 </li>
 <li>
 <p style="font-weight:bold">Before closing the upgrade script, <span class="dest">DELETE the &quot;install&quot; directory on your server!</span></p>
 </li>
-<li><p>Open the admin panel (https://www.example.com/helpdesk/admin) and log in with your username. If the password doesn't work anymore try <a href="https://www.hesk.com/knowledgebase/?article=22">resetting it</a>.</p></li>
+<li><p>Open the admin panel (https://www.example.com/helpdesk/admin) and log in with your username. If your password doesn't work anymore, <a href="https://www.hesk.com/knowledgebase/?article=22">reset it</a>.</p></li>
 <li><p>Test HESK to make sure the upgrade was successful and everything works. You may need to modify your Help Desk title and Custom field settings if they are not displaying correctly.</p></li>
 <li>
-<p>If you own a HESK license you might need to <a href="https://www.hesk.com/license">download a new one</a>.</p>
+<p>If you own a HESK license, you might need to <a href="https://www.hesk.com/license">download a new one</a>.</p>
 <p>If not, consider supporting HESK by <a href="https://www.hesk.com/buy.php">purchasing a license</a>.</p></li>
 <li><p>Good luck with using HESK!<br />&nbsp;</p></li>
 </ol>
@@ -203,7 +203,7 @@ https://www.example.com/helpdesk/install</p>
 <h2 id="help">&raquo; HELP and Troubleshooting</h2>

 <div class="notice" style="font-size:15px">
-<p style="text-align:center">For comprehensive and up-to-date help and troubleshooting guides please visit:<br />
+<p style="text-align:center">For comprehensive and up-to-date help and troubleshooting guides, please visit:<br />
 <a href="https://www.hesk.com/knowledgebase/"><b>HESK Knowledgebase</b></a></p>
 </div>

@@ -219,7 +219,7 @@ https://www.example.com/helpdesk/install</p>

 <p>&nbsp;</p>

-<p style="text-align:center">&copy; Copyright <a href="https://www.hesk.com">HESK.COM</a> 2005-2020. All rights reserved.<br />
+<p style="text-align:center">&copy; Copyright <a href="https://www.hesk.com">HESK.COM</a> 2005-2021. All rights reserved.<br />
 &reg; HESK is a registered trademark of Klemen Stirn.</p>

 </div>