Hosting HESK


HESK is a free support ticket and knowledge base application. Initially released in 2009, HESK has grown be become one of the most popular free support solutions.

1 click installation HESK

1 click installation

Easy update HESK

Easy update

Backup and restoration HESK

Backup and restoration


e-Commerce and Business
Current version
Last update
18 April 2016
English + 14 others

System Requirements

Installation size
6 MB
What's new


18 April 2016 - 6MB
  • changed email piping and pop3 fetching files line endings to Unix format for compatibility
  • security: removed private info from query string, reported by Alec Broughton (www)
  • security: require email to view tickets setting is now enabled by default
  • fix: pagination in private staff messages not working
  • fix: wrong links to index and KB page in help files
  • in customer side emails are now shown as a link

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2 February 2016 - 6MB
  • improved reCaptcha library to work with cURL
  • verify MySQL privileges before installing/upgrading
  • fix: respect attachments settings in KB form (minimum 3 if enabled)
  • fix: always checking for maintenance mode when downloading attachments
  • fix: missing tag in Reports

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12 September 2015 - 6MB
  • HESK now supports Zend OPcache enabled
  • modified PHP7 depreciated class constructors
  • improved handling of values/options when changing custom field type
  • simple anti-SPAM image now uses PNG or GIF support if JPEG is not enabled
  • trim "Help Desk URL" trailing slash when saving settings
  • fix: send customer notification of a new staff reply in the correct language
  • fix: merging tickets could hide old replies until a new reply is posted
  • fix: preserve table prefix in installation script on connection error
  • fix: session expired error when trying to reset password
  • fix: don't send out content-type headers for CLI scripts

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18 March 2015 - 6MB
  • fix: \0 converted to null byte in XML export
  • fix: closedby column in hesk_tickets table must accept signed values

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(security release)
28 February 2015 - 6MB
  • fix: POP3 fetching task timeout can be disabled
  • fix: security issue reported by Michał Bentkowski (www)

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(major version)
23 February 2015 - 6MB
  • HESK is now compatible with PHP 5.6
  • minimum MySQL server version is 5.0.7
  • select which columns to display in ticket list
  • staff can now manage notifications and preferences for other users
  • option to disable email notifications to customer when they submit a new support ticket
  • notify customer when a ticket is marked Resolved (by staff without replying or automatically)
  • track what knowledgebase articles were suggested to the customer when submitting a new ticket
  • remind customer to check SPAM box for confirmation emails after submitting ticket
  • existing staff responses will be marked as read when customer replies over email
  • ticket templates for faster submitting of common tickets from admin interface
  • additional buttons to easily submit responses with different ticket statuses
  • improved handling of the goto parameter in admin panel (Lisandro Ubiedo)
  • require access control when testing connections (Lisandro Ubiedo)
  • don't start a new POP3 fetching task if the previous is still running
  • fix: fieldset legend element not aligned properly in most browsers
  • fix: set correct MIME type for servers sending nosniff header
  • fix: adjust MySQL time in legacy hesk_formatDate() function
  • fix: remove all non-ascii chars from attachment names
  • fix: custom checkbox fields not staying selected
  • staff can indicate a reply as a reply from the customer
  • use HESK knowledgebase only (no help desk)
  • allow staff to reset forgotten passwords
  • HESK can be put in maintenance mode
  • ability to find tickets by Owner
  • added support for reCAPTCHA API v2
  • the "Time worked" feature can be disabled
  • HESK width increasted of 960 pixel by default
  • show service messages on help desk homepage
  • option to prevent customers from resolving tickets
  • link customer IP addresses to an IP whois service
  • new email tag %%ID%% prints sequential ticket ID
  • save ticket response message for later without replying
  • set default customer notification box selection in Profile
  • ticket notes now allow attachments and can be modified
  • staff members are now ordered by name for easier selection
  • customers can select email reminder to list all or open tickets
  • three time formats available for the "Updated" column in ticket list
  • "Submit a ticket" form fields can now be populated using GET and POST
  • when saving settings don't test SMTP and POP3 connection if no changes
  • optionally show "Click to select" for ticket category, priority and custom fields
  • skip customer notification of new ticket if a SPAM tag is in email subject
  • customer email and staff signature field length increased to 1000 chars
  • accept or reject emails with no message (email piping/POP3 fetching)
  • on Categories page added links to list all tickets in each category
  • when listing knowledgebase articles verify the category exists
  • show related knowledgebase articles when viewing an article
  • when creating tickets from emails respect the Reply-To: tag
  • change ticket priority for selected tickets in ticket list
  • set default priority for ticket categories
  • minor changes to the interface
  • ban email addresses
  • ban IP addresses

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5 August 2014 - 6MB
  • fix: correct TinyMCE update to 3.5.11 from version 2.5.4

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4 August 2014 - 6MB
  • fix: MySQL test ignoring new database name when verifying tables
  • fix: adjust time if MySQL and PHP use different time zone setting
  • fix: single quotes not escaped properly in Javascript
  • updated TinyMCE to 3.5.11

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16 March 2014 - 6MB
  • Firefox built-in spell check is now enabled when creating/editing knowledgebase articles
  • rephrased few commands in the interface for better understanding and consistency
  • fix: some Javascript not working if translated command contains a single quote
  • fix: line separator chars causing Javascript syntax errors in canned responses
  • fix: Hotmail breaks ticket tracking ID in email reply subject by adding spaces
  • fix: define dt and lastchange variables for emails when adding a ticket note
  • fix: email date should be in RFC2822 format (no manual time adjustment)
  • fix: allow upgrading from 2.5.x series without patch files
  • updated pop3.php to avoid a strict standards warning
  • improved and simplified installation/update script
  • added .header a:visited to hesk_style.css
  • user password length is no longer limited
  • updated TinyMCE to 3.5.10

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13 October 2013 - 6MB
  • reports now include "Time worked" summary
  • modified sorting by "Last Replier" field. Staff will be sorted first (by ID), then customers by name
  • fix: toggling limit of categories and features for users should be controlled by selected admin value
  • fix: checking if temporary file exists may cause problems with open_basedir in effect
  • fix: disabled attachments in version 2.5.x don't load all required functions
  • fix: knowledgebase categories have problems with % char in their name
  • fix: anti-SPAM question doesn't accept 0 as a valid answer
  • updated TinyMCE to 3.5.9

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8 August 2013 - 6MB
  • added "Updated" value to the export of tickets to Excel
  • added support for exporting tickets in Zip without Zip library enabled
  • added two new email template tags: %%CREATED%% and %%UPDATED%%
  • reduced memory usage in knowledgebase article suggestion, search and display
  • set last replier name to the email sender name with email piping/POP3 fetching
  • show "Open" and "Resolved" ticket count in reports by user and by category
  • fixed HTML quoted printable chars causing problems in non UTF-8 emails
  • fixed Javascript encoding of UTF-8 URL query parts
  • fixed behavior of hesk_isEmailLoop() function
  • remove invalid UTF-8 bytes from submitted text
  • improved parsing of incoming email messages
  • delete temporary email files on errors

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(major version)
2 July 2013 - 6MB
  • HESK is now fully compatible with PHP 5.5
  • export tickets into Excel (XML spreadsheet)
  • knowledgebase categories can now be ordered
  • show number of private and draft articles in the Knowledgebase categories list
  • new SPAM prevention option built-in: ReCaptcha
  • new special tag for use in email templates: %%EMAIL%%
  • support for %%MESSAGE%% tag in private messages
  • in email piping/pop3 fetching show notice what attachments were removed and why
  • if email contains message add direct links to any attachments at the bottom
  • add the "Reply above this line" tag only if email contains message
  • in emails make sure all fields have HTML special chars properly formatted
  • pop3 fetching now has an option to keep copy of emails on the server
  • pop3 fetching change verify sender name encoding
  • use mysqli extension instead of mysql if available
  • if customer reopens ticket change status to waiting reply from customer and remind customer to add a reply
  • it's now easy to change the name of admin and attachments folders
  • disallow uploads of some file types: .php, .phtml, .php3, .php4, .php5, .phps, .pl, .cgi, .shtm, .shtml
  • optimized several SQL statements for better performance
  • staff can now only run reports for categories they have access to and (by user) only for themselves.
  • option to give staff permission to run full reports
  • removed duplicates from text.php
  • when grouping tickets by owner show current user's on top
  • improved URL parsing to detect all schemes (http, https, ftp, sftp, file, ...)
  • when replying as staff give an option to not send email notification
  • in options.php urldecode $query
  • On Hold and In Progress statuses not cleared from the "Change status to" box
  • empty category value in submit ticket form if no public categories
  • work-around for a bug in older versions of Internet Explorer not allowing https downloads
  • long URLs in messages can be automatically shortened
  • session names shouldn't collide with multiple copies installed
  • email piping limit length of name and subject
  • detect if an attachment file has been deleted
  • show replier first name when printing tickets
  • do not allow rating replies of third party tickets
  • wrong status in email if status changes when replying
  • make "Add to the bottom" default selection for adding canned responses
  • "last changed" sometimes not updating correctly
  • remove the need for server path setting
  • forms need to allow longer emails (now 255 chars)
  • if a customer replies to a ticket with status "New" don't change status
  • "Show newest on top" setting now affects notes as well
  • custom fields need to be converted into plain text before sending in emails
  • hesk_makeURL should detect localhost addresses
  • decode XHTML reserved entities to UTF-8 in emails
  • prevent & in "Site title" setting from becoming & in emails
  • modified knowledgebase search form to make it clearer what the form does (search help)
  • detect if someone tries to post more data than what the server allows (PHP post_max_size limit)
  • expired sessions in admin panel may cause an "Invalid Request" error
  • reloading the page after submitting a KB article creates a new (duplicate) article
  • fix category name and email problems due to MySQL wildcard match
  • for customers, auto-focus first required field when "Submit a ticket" form loads
  • prevent caching of session pages by sending session_cache_limiter nocache
  • private and draft article list showing only 1 draft per category
  • limiting failed login attempts can now be disabled in settings
  • modified the simple anti-spam image a bit
  • count views of private articles
  • when deleting knowledgebase category also delete/move subcategories and attachments
  • fixed an error that can occur when merging tickets in strict MySQL mode
  • if one attachment fails delete others as well
  • fixed problems with \ " < > & in pop3/smtp passwords
  • removed support email variable (not used anymore)
  • removed Connection and Content-length HTTP headers from AJAX posts
  • cache check for updates to 1 per hour
  • updated TinyMCE to 3.5.8
  • updated mime_parser class to 1.85
  • few minor user interface changes

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19 February 2013 - 4MB

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