August has been a feature-packed month at Desk365. Earlier this month, we rolled out a set of thoughtful enhancements focused on reporting, privacy, and ticket management, like the new Average Time in Status Report, private-by-default forwarded messages, and easier ways to clear ticket field values. If you missed it, you could catch up on the first set of August updates here.
But we didn’t stop there. We are back with the Desk365 Product Updates – Phase 2, August 2025, and this round is all about making everyday workflows even smarter. With enhancements to surveys, canned responses, ticket fields, and custom views, this phase is designed to give support agents more flexibility, streamline routine actions, and improve overall efficiency.
Let’s take a closer look at what’s new in this release.
1.
Smarter ticket fields management
Quick search for ticket fields
Managing ticket fields just got easier. With the new search bar, you can instantly find the ticket field you’re looking for by typing in its agent label, no more endless scrolling through long lists. (Note: search works on the agent label for now, not the contact label.)
Load more for long lists
To keep things clean and easier to navigate, ticket fields now load in manageable chunks instead of displaying all at once. You can simply click Load More to expand the list and view additional fields as needed.
These updates make organizing and managing ticket fields faster, simpler, and more efficient, especially for teams with large setups.
Learn more about working with ticket forms and fields in Desk365 here.
2.
Update existing custom views directly from filters
Custom views help you organize and monitor tickets your way, and now it’s even more convenient to set them up. When you apply filters on the ticket list, you’ll see the option to instantly create a new Custom View from the drop down next to the apply filters button.
If you’re already working within an existing view, you have the option to save the updated filters to that same view. This makes it handy to turn filtered searches into reusable views on the fly, keeping your workspace organized without adding extra steps. It’s a quick, efficient way to keep track of the tickets that matter most to you.
3.
More flexibility in surveys
Customer surveys are one of the most effective ways to capture feedback, and with this update, you now have greater control over how they’re delivered. You can either include the survey link directly within the Resolved or Closed email notification, or send it as a separate follow-up message.
Adding it to the closure email keeps things simple and seamless, reducing inbox clutter and often resulting in higher response rates. On the other hand, sending the survey as a standalone email ensures the request for feedback stands out on its own, which can help when you want customers to give it more attention. This flexibility allows you to tailor the survey experience to the way you engage with your customers.
4.
JSON support for placeholders
We’ve expanded JSON placeholder capabilities to make your automations and communications more powerful:
- Automations: Nested dropdown fields in JSON placeholders are now supported in ‘Send email’ automations, giving you richer context when setting up automated workflows.
- Notifications: You can also use JSON placeholders with nested dropdown fields in agent and contact notifications, ensuring your messages always include the right level of detail.
Unlike regular placeholders that only show the final selected value, JSON returns the entire hierarchy. For example, instead of showing just Virat, JSON will display the full path: Sports → Cricket → Teams: India → Players: Virat. This gives full context in agent and contact notifications and automations while also making workflows smarter by letting automations act on the complete structured data.
5.
Canned responses: New sort options
Canned responses are one of the best ways to deliver faster, more consistent replies, but as your library grows, finding the right one quickly becomes important. To make this easier, we’ve introduced new sort options in both the ticket details page and the canned responses settings page.
In the ticket details page, you can sort canned responses either by Name or by Created Time. When sorting by Name, responses appear in ascending order by default, but you can easily switch to descending. Similarly, sorting by Created Time allows you to quickly view either the newest or the oldest templates first, helping agents pick the right response faster without interrupting their workflow.
Within the canned responses settings page, the flexibility applies to sorting by Name and Visibility. By default, responses are listed alphabetically in ascending order, but you can also switch to descending to suit your preference. This makes it much easier for admins to organize and manage a large library of responses.
These improvements ensure that canned responses remain easy to find and efficient to use, whether you’re managing templates or responding directly to a ticket.
6.
New API enhancements – Share To and Watcher
We’ve added new capabilities to existing APIs to give you more visibility and control. You can now see which contact’s ticket has been shared with, and who the current watchers are on a ticket. These enhancements make it easier to keep the right people informed and ensure smoother collaboration across teams.
With these August Phase 2 updates, Desk365 is continuing its mission to make your helpdesk smarter, faster, and more adaptable to the way your team works. The best way to experience these updates is to try them out yourself. If you’re already using Desk365, head over to your agent portal and explore the new features in action. New here? Start a free 21-day trial today and see how Desk365 can transform the way your team manages support.
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