We’re back with the second set of October updates, bringing even more ways to make your helpdesk smarter, faster, and easier to manage.
This round focuses on expanding customization, visibility, and control across your helpdesk; from improved ticket forms and group-based closure rules to RTL language support, enhanced dashboards, and refined role permissions.
Each of these updates is designed to help your team streamline operations, stay organized, and deliver a smoother support experience across every channel.
Let’s take a closer look at what’s new in Desk365 this week.
1.
Create and manage multiple ticket forms with the new UI
We’ve refreshed the Ticket Forms experience in Desk365 with a cleaner, more intuitive interface and expanded capabilities to help you manage forms more effectively across different channels.
What’s new:
Multiple ticket forms for the agent portal
Previously, agents could use only a single default ticket form in the Agent Portal. With this update, you can now create multiple ticket forms for different use cases.
You can also control form visibility, choosing whether a form should be available to all agents or only to agents in a specific group. This gives teams greater flexibility and structure when handling internal requests.
Multiple web forms
You can now create multiple web forms instead of relying on a single one. Each form comes with its own unique URL, allowing you to share specific links for different departments or request types. Anyone with access to the link can submit a ticket directly.
Need to take a form offline temporarily? Simply deactivate it with a single click.
The customization and preview panel has also been updated with a cleaner layout, allowing you to tweak form headers, button text, colors, and confirmation messages — and instantly see how your changes look.
Clone existing forms
Creating similar forms just got faster. You can now clone any existing form — whether from the Agent Portal, Support Portal, Support Bot, Web Form or Web Widget, and use it as a template.
Just click on the three dots next to the form, choose Clone, and select the channel where you want to duplicate it. It’s that simple.
Note: Enhancements to the Agent Portal Ticket Forms and Web Forms are available to Plus Plan users only.
2.
Set closure rules for individual groups
We’ve made ticket closure smarter and more flexible with the introduction of group-based closure rules in Desk365.
Previously, you could configure only one global closure rule across your entire helpdesk. With this update, you can now create multiple closure rules, each specific to a particular group — such as IT, HR, or Facilities.
This allows each team to set their own conditions for when a ticket can be closed or resolved, based on how they operate.
New closure rule conditions:
Earlier, closure rules were limited to two basic options:
- At least one reply is added
- At least one note is added
If both were checked, the condition acted as an AND rule — requiring both actions before closing a ticket.
Now, with the updated dropdown options, you can define the rule more precisely using one of the following:
- At least one reply is added
- At least one note is added
- At least one reply or note is added
- At least one reply and note is added
This gives you finer control over your closure criteria, ensuring tickets aren’t closed prematurely while still keeping your workflows efficient.
Note: If no closure rule is created for a group or if a ticket isn’t assigned to any group, the default closure rule will automatically apply.
3.
Support portal now supports RTL languages
We’re excited to announce that the Desk365 Support Portal now fully supports right-to-left (RTL) languages, including Arabic, Hebrew, and Persian.
In our last release, we introduced support for 25 different languages, helping organizations provide localized experiences to their customers and employees across the globe.
With this update, we’re taking that a step further, ensuring your support portal layout, text alignment, and overall interface automatically adapt for RTL scripts.
Whether your customers type in Arabic or Hebrew, their portal experience will now look and feel completely natural.
4.
Enhanced home tab dashboard with new insights
We’ve made your Desk365 home tab dashboard even more powerful by adding new visual insights and improving existing reports ,helping you monitor your team’s performance at a glance.
New “Tickets by Category” card
A brand-new Tickets by Category card has been added to your dashboard. This interactive pie chart gives you a clear visual breakdown of tickets by their assigned category, helping you understand which types of issues are most common in your helpdesk.
When you filter by a specific category, the chart also displays the subcategories within it, giving you a deeper view of how tickets are distributed.
You can even interact with the labels beside the pie chart to explore specific data points.
Enhanced average times card
The average times card which helps you track response and resolution times has received a useful upgrade. You can now filter these metrics not just by days or hours, but also by groups, allowing you to compare performance across different teams within your organization.
5.
Updated role permissions for ticket assignment
We’ve made a small but important change to how ticket assignment permissions work in Desk365.
Earlier, roles had just one permission:
Can Assign Tickets – which allowed agents with that role to assign tickets to other agents.
Now, we’ve split this into two separate permissions so you can control assignments more precisely:
- Can assign tickets to groups – Allows the user to assign tickets to other groups.
- Can assign tickets to agents – Allows the user to assign tickets to other agents.
This gives admins more flexibility — for example, you can let agents assign tickets within their group, while only managers can assign across different groups.
Note: If a role doesn’t have permission to assign tickets to groups, then during bulk assignment, the agent can only select tickets from the same group.
Learn about setting up custom roles.
That wraps up the second batch of October 2025 updates in Desk365!
With a refreshed ticket forms experience, smarter closure rules, support for right-to-left languages, enhanced dashboard insights, and more control over role permissions, these improvements continue our mission to make your helpdesk simpler, faster, and more flexible.
We hope these updates help your team work more efficiently and deliver exceptional support experiences every day. Stay tuned — more exciting enhancements are on the way soon!
If you haven’t tried these new features yet, log in to your Desk365 account today and explore what’s new. If you are new here take up our 21-day free trial — no credit card, no hassle, just modern customer support made simple.
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