At Desk365, we’re always working to make your helpdesk more powerful, flexible, and easy to use. This September, we’re excited to share a set of updates designed to streamline your workflows, give you deeper control over permissions, and enhance the way your teams collaborate.
From new automation capabilities with custom ticket fields to advanced email setting, these enhancements are all about helping you deliver faster, more personalized support.
Let’s dive into more details about each of these updates.
1.
Using Custom Ticket Fields in Automation Rules
We’ve enhanced the way custom ticket fields work within automation rules in Desk365. Previously, custom fields could only be used as conditions for triggering rules. With this update, you can now also use custom fields in the “Do Action” section of automation rules, making them far more powerful and flexible.
This means you can:
Trigger rules based on the values of custom fields (e.g., if Software Name = Microsoft Teams).
Automatically update related fields when conditions are met (e.g., set Support Level = Premium Support, check IT Intervention, or auto-fill notes).
By combining custom fields with automation rules, you can personalize workflows, ensure consistency, and reduce manual effort. This makes it easier to route tickets correctly, keep teams aligned, and deliver faster, more tailored support experiences.
This enhancement not only expands how custom fields are used but also enables smarter automation by updating fields dynamically, resulting in more efficient workflows and tailored support experiences.
Read more about using custom fields in automation rules
2.
Advanced Email Settings
We’ve introduced Advanced Email Settings in the Desk365 Plus plan, allowing users to gain more control over how incoming emails are processed and converted into tickets. These new options help ensure that tickets are always assigned to the right requester and threaded correctly, even in complex email scenarios.
With this update, you can now:
- Use the Reply-to or From Address for Contact Creation – Capture the actual customer’s email when messages are sent on behalf of others or through distribution lists.
- Ensure Replies Thread Correctly Using ticket number and Prefix – Add desk365-tkt# before the ticket number in the subject line to guarantee responses are appended to the correct ticket.
These enhancements provide greater flexibility in managing your email-to-ticket workflows, reduce misrouted conversations, and help your team deliver faster, more accurate support.
Read more about Advanced Email Settings
3.
Email Deliverability section has moved
You’ll now find Email Deliverability under Settings > Channels > Email instead of Settings > Admin > Email Deliverability.
4.
Recover Deleted Articles with the New Trash Feature
We’ve introduced a new Trash feature for knowledge base articles in Desk365. Instead of being permanently deleted right away, articles that are no longer relevant can now be moved to the trash. From there, they can be recovered later if needed, with the option to update the title, category, and folder during restoration. Once recovered, the article will be saved as a draft for review before publishing. And if you’re certain an article is no longer needed, you still have the option to permanently delete it.
5.
Granular control for Roles
We’ve introduced Access to Time Entries in the custom role. This lets you control visibility and management of time entries. You can restrict access, creation, editing, or deletion of time entries individually.
We’ve also introduced more granular control in the Access to Accounts Tab. If disabled, the tab is hidden, and users can’t create Companies or Contacts. You can also restrict create/edit or delete actions for Contacts and Companies.
6.
API Update: Share To and Watcher in Create/Update Ticket
With this update, you can add or remove Watchers and Share to while creating and updating the tickets. These new capabilities make it easier to keep the right people informed, improve collaboration across teams, and ensure that nothing slips through the cracks.
7.
Web Form URL's path change
We’ve updated the path of the Web Form URL from /app/wf to /wf.
Old URL: https://rtxsolutions.desk365.io/app/wf
New URL: https://rtxsolutions.desk365.io/wf
Our existing links will still work through automatic redirection. But we recommend to update the web form URL in your embedded code on intranet pages for best practice and consistency.
Before
After
With these September updates, Desk365 continues to make your helpdesk more efficient, and tailored to your team’s needs. The best way to experience these improvements is to put them into action. If you’re already a Desk365 user, log in to your agent portal and explore the new features today. New to Desk365? Start your free 21-day trial and see how it can transform the way your team delivers support.
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