With this release, you can now print Knowledge Base articles directly from the Support Portal and Microsoft Teams, work with full JSON data for section-based dropdowns, manage ticket and time entry categories through a more organized interface, start ticket timers quickly with quick start, and get better visibility and control over company assets and asset access.
Let’s take a closer look at everything that’s new.
Enhancements to Asset Management
Control asset access with new Asset Scope settings
A new Asset Scope section has been added to Settings > Admin > Roles, giving admins more control over which assets users can access. The setting applies across the asset management areas in Desk365 and provides three access levels:
- Global Access: Users can access all assets and software across all groups and agents.
- Group Only Access: Users can access assets and software managed by their group or managed by them.
- Agent Only Access: Users can access assets and software they manage.
The default Admin, Manager, and Agent roles have Global Access for assets and cannot be modified. To configure a different asset access level, admins can create a custom role and select the required scope based on their team’s needs.
View Company-Associated Assets in one place
The new Assets tab in the Companies section gives support teams a dedicated view of the assets linked to each company.
Navigate to Accounts > Companies > All Companies, open the required company, and select Assets to access its associated assets in one place.
This provides a clearer view of the company’s asset information and makes it easier to find the right asset when handling related support requests.
Expanded Time Entry capabilities
Time Entry Categories can now be created and managed from Settings > Admin > Categories > Time Entry Categories. Once created, these categories can be selected when adding a time entry, helping teams organize and classify the time spent on tickets more effectively.
Tracking the time spent working on tickets is also more convenient with the new Quick Start option. From Tickets > All Tickets, open any ticket and find Quick Start in the Time Entries section to start a timer directly from the ticket without opening the Add Time Entry window.
Time tracking can also be managed through Automation. Run Timer and Stop Timer are now available as actions across all automation rule types. When Run Timer is selected from the Do Action dropdown, a configuration window lets you specify details such as the agent, time entry category, note, and billing information. Stop Timer stops all timers currently running for the ticket when the rule is triggered.
For ticket update automations, Time Entry Added and Time Entry Updated are now available as events, allowing actions to be triggered based on time entry changes.
Additionally, Time Entry Category is now available when exporting time entries, providing more context in exported time-tracking data.
More control over Ticket Categories
The Categories section under Settings > Admin > Categories now has a more organized structure, with Ticket Categories and Time Entry Categories separated into dedicated tabs for easier management.
Within Ticket Categories, the Overview and Sub Categories tabs now provide separate spaces for managing category details and subcategories
The Overview tab also includes a ‘Who can assign this category to tickets?’ section, allowing admins to control which agents can assign categories through the Agent Portal and Teams Agent Bot, and which contacts can assign them through the Support Portal, Support Bot, Web Forms, and Web Widgets. This option is available on the Premium plan.
Print Knowledge Base articles from Support Portal
Users can now Print Knowledge Base articles directly from the Support Portal and Agent Portal, making it easier to keep important information as a physical or offline reference. The ‘Include Article Details’ option is available when printing Knowledge Base articles from the Agent Portal, allowing agents to choose whether article details should be included in the printed copy. Additionally, if the Knowledge Base article includes any attachments it will be listed in the printed copy.
The print option is also available through the Support Portal, accessed via the Desk365 Support Bot in Microsoft Teams, allowing users to print Knowledge Base articles without leaving teams.
Full JSON Placeholders for Dropdowns with Sections
The Insert Placeholders section now includes ‘Full JSON for Dropdowns with Section’, making it easier to work with dropdown fields that contain sections. This provides access to the complete JSON structure of section-based dropdowns when inserting placeholders.
The new option is available across the different Insert Placeholders areas in Desk365, giving you a consistent way to access and use section-based dropdown data wherever placeholders are supported.
We’re excited to bring these enhancements to Desk365, making it easier for teams to manage everyday support workflows with greater convenience, flexibility, and control. From Knowledge Base and time tracking to ticket categories and asset management, these updates are designed to make key tasks smoother and more efficient.
Sign in to your Desk365 Agent Portal to explore what’s new, or start your 21-day free trial and experience these enhancements for yourself.
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