What’s new

2610.27.1 October 27, 2026Latest

This release updates the database automatically the first time it starts.

• Security: A signed-in customer could send a specially crafted new-ticket request that named someone else as the requester, or set the assignee, category or SLA. SwanDesk now ignores those fields when a customer opens a ticket. Update is recommended for every installation.
• New: Role permissions. A new Settings > Permissions tab lets administrators choose what Reps and Managers can do: see tickets from every department, delete tickets, edit knowledge base articles, manage canned responses, edit the Change Log, edit tasks and assets, see software license keys, edit vendors, open contracts and the budget, retry failed email, and more. Each role starts with exactly the access it had before, and Reset to defaults puts it back. Buttons a person isn't allowed to use are hidden, and a Rep without task editing sees a read-only view of each task. Settings, users, security, API keys and other administrator tools stay admin-only. Edition limits still apply: a permission never unlocks a feature your edition doesn't include.
• New: Maintenance windows and staff notices in the Change Log (Professional and Enterprise). A change can now carry a maintenance window: start and end time, a short summary, the expected impact, and the office it affects. SwanDesk emails your staff about it, modelled on the maintenance notices internet providers send: an announcement when you save with Email the announcement now ticked (off by default, because most maintenance doesn't affect anyone); reminders a set number of days before the start (default 7 and 1) at a set time of day (default 3:00 PM), plus a final reminder the day before, never more than one a day; a Rescheduled notice when you move an announced window; and Completed and Cancelled notices from the new buttons on the change, sent only if staff were told about it in the first place. For unplanned outages, the Emergency box sends the notice the moment you save, allows a start in the past and an open end ("Until resolved"), and the Completed notice shows when service was restored.
• New: Maintenance notices go To the help desk address with your recipients (usually an all-staff distribution group) in Bcc, so a "Reply All" reaches only the help desk, and a reply becomes an ordinary ticket with a note pointing to the change. Times show your server's time zone (PST/PDT, EST/EDT, ...). The email never includes the change's description, reason or rollback plan, contains no links, and says so. If SwanDesk is not running when a reminder is due, that reminder is skipped rather than sent late. The Change Log list and timeline now show each change's window and status (Scheduled, In progress, Completed, Cancelled). Defaults live in Settings > Change Log; the wording can be edited as the "Maintenance notice" email template (Enterprise).
• Fixed: Saving the password-reminder template (or any template whose event isn't a ticket event) in the email template editor silently changed its event to "Ticket Updated". The editor now keeps every template's event.
• Note: If you customised any page under Settings > Templates (for example the Change Log, knowledge base, asset, software or ticket pages), the saved copy predates these features. Settings > Permissions lists any such page with a Use built-in page button.

2609.28.1 September 28, 2026

• New: Import users from Active Directory. On a server joined to a Windows domain, administrators get an Import from AD button on the Users page. It lists every enabled account in your directory. Tick the people you want, or filter and use Select all shown, and SwanDesk creates them as regular users. Their name, email, phone numbers, job title, office and department come from Active Directory. People who are already in SwanDesk are marked and skipped, so importing again is safe. When someone later signs in with their domain account (Enterprise, External Authentication), they get the account that was imported for them.
• Fixed: Email sent to a help desk address through a distribution group (for example, a shared "Help Desk" group in Exchange) now gets the usual acknowledgement. Before, the group's auto-reply settings suppressed it.
• New: Replies are now added to the right ticket even when the subject has no ticket number, such as a Reply All to the original email. SwanDesk matches the email thread itself. This works for tickets that are still open.

2609.18.2 September 18, 2026

All changes in this release are to AD Password Expiry (Enterprise).

• Changed: The password-reminder email has been redesigned so it no longer looks like a phishing message. It has a fixed subject ("Reminder to change your password"), gives your security policy as the reason instead of warning about lost access, shows details only your IT team would know (the account name and when the password was last changed), says plainly that it contains no links and never asks for a password, and uses your brand color. Unedited reminder templates upgrade automatically; customized ones are left alone.
• Fixed: The reminder subject could read "expires in soon day(s)", and accounts that had already expired were told their password "expires in -5 day(s)". Expired accounts now show their date marked overdue, and accounts that must change their password at next sign-in are told exactly that.
• New: Password change interval. For domains where Active Directory never expires passwords, SwanDesk can date each account from its last password change (for example, every 90 days). These dates are marked "policy" and show as Due soon or Overdue. A real Active Directory expiry always takes precedence.
• New: Any account with an email address can be reminded individually, including accounts whose passwords never expire.
• New: A Changed marker shows when someone changed their password after your last reminder, and a Reminded, not changed yet filter lists who still needs to act.
• Fixed: Saving the reminder settings updates the account list immediately, and Remind all expiring no longer re-sends to people it reminded moments earlier.

2608.31.1 August 31, 2026

• Security: Text submitted by a user could contain template placeholders that the page renderer resolved when that content was displayed, which could cause confidential configuration values — including the license key — to be shown to whoever viewed the page. Ticket descriptions were affected, and those can arrive from customers through the portal or by email. Placeholder handling is now restricted to a small allow-list of display values. Updating is recommended for all installations.
• Fixed: Several pages showed raw template placeholders instead of their text — most visibly the "Forgot Password" dialog. The password reset, two-factor, access-denied and error pages now render correctly.
• New: Common Issues report — surfaces recurring ticket topics over a date range, with an ignore list for terms you don't want counted. HTML, CSV or print.
• New: Ticket Register report — a date-ranged ticket listing with SLA status, scoped to what you can already see. HTML, CSV or print.
• Fixed: Reply emails keep their line breaks after the "… wrote:" divider, and before the reply-online button.
• Fixed: Password-expiry reminder emails now display correctly in Outlook, and the AD password-expiry list no longer comes up empty (Enterprise).

2607.23.4 July 27, 2026

• Fixed: Replies sent from the Inbox now reliably email the customer. Staff replies were being saved to the ticket without notifying the requester.
• Fixed: Outgoing ticket notifications are no longer delayed when the mailbox check runs slowly — they now send promptly.

2607.23.2 July 26, 2026

• Fixed: LAPS local-admin password pull from AD and rotate now work reliably from the web interface (Enterprise).

2607.23.1 July 23, 2026

• New: LAPS — local-admin password rotation with a secure vault (Enterprise).