What's new in Desk365
Stay up to date with the latest feature releases, enhancements, and announcements across Desk365.Â
September - 2026
Microsoft Intune Integration is now in Public Beta
Microsoft Intune Integration, previously available on a private request-only basis, is now in Public Beta. This means you can now set up the integration yourself and sync your Intune-managed devices with Desk365 Asset Management in a few easy clicks.
Custom Views for Assets and Softwares
Manage and organize assets and software more efficiently with customizable asset views. You can now:
- Create custom views in the asset list and software list using filters such as type, status, location, vendor, etc.
- Control who can create shared custom views with role-based permissions.
- Customize columns in the asset and software list by selecting and reordering up to 20 fields.
Migrate data from Freshdesk to Desk365
Switch from Freshdesk to Desk365 with ease using the new Migration feature to move your existing support data in a few clicks.
- Migrate Tickets, Contacts, Companies, and Knowledge Base Articles by uploading your Freshdesk export ZIP file under Settings > Integrations > Migration.
- Import additional Freshdesk data such as ticket attachments, complete ticket conversations and many more by providing your Freshdesk API key.
- Automatically map Freshdesk fields and dropdown values to their corresponding Desk365 values before importing.
August - 2026
Asset Management enhancements
Manage company assets more efficiently with improved visibility and access control. You can now:
- Control asset access with new Asset Scope settings under Settings > Admin > Roles, with Global, Group Only, or Agent Only Access.
- Configure custom asset access levels based on your team’s requirements using custom roles.
- View company-associated assets from the new Assets tab within each company record.
Expanded Time Entry capabilities
We’ve launched new options for tracking and reporting time entries. You can now:
- Start timers directly from tickets with Quick Start in the Time Entries section.
- Create and manage Time Entry Categories from Settings > Admin > Categories > Time Entry Categories to classify logged time.
- Automate time tracking with new options to start and stop timers and respond to time entry updates.
- Include Time Entry Categories in Ticket Exports for more detailed time tracking and reporting.
More control over Ticket Categories
Manage Ticket Categories with a more organized structure and greater control.
- Manage Ticket Categories and Time Entry Categories separately through dedicated tabs.
- Manage ticket category details and subcategories separately with dedicated Overview and Sub Categories tabs.
- Control who can assign categories to tickets on Premium plan, with separate controls for agents and contacts across Support Portal, Support Bot, Web Forms and Web Widgets.
Print Knowledge Base articles
Keep important Knowledge Base information accessible with convenient printing options.
- Print Knowledge Base articles directly from the Agent Portal and Support Portal.
- Choose whether to include article details such as the author, category etc., when printing from the Agent Portal.
- Print Knowledge Base articles through the Support Portal accessed from the Desk365 Support Bot in Microsoft Teams.
Full JSON Placeholders for Dropdowns with Sections
Work more easily with section-based dropdown fields using expanded placeholder options. You can now:
- Access Full JSON for Dropdowns with Sections when inserting placeholders.
- Use the complete JSON structure for section-based dropdown fields.
- Access section-based dropdown data consistently across supported ‘Insert Placeholders’ areas in Desk365.
Private Beta: Microsoft Intune Integration
Sync your Microsoft Intune-Managed devices directly into Desk365 Asset Management. with this integration, you can:
- Automatically sync laptops, mobile devices, or both into Desk365
- Schedule weekly syncs or trigger a manual sync
- Map Intune devices to your existing Asset Types
- Configure field mappings, including custom fields
- Track every sync and download logs from the Sync History page
New Audit Logs experience
For Premium plan users, you’ll see a new ‘Audit Logs’ section under Settings > Security & Compliance, giving administrators a single place to monitor activities across the helpdesk.
You can view and filter:
- Access Logs
- Account Logs
- Asset Logs
- Software Logs
- Ticket Logs
- Settings Logs
- Encrypted Field Logs (now available within Audit Logs)
Use built-in filters to quickly find activities, investigate changes, and simplify auditing.
Asset Management enhancements
Introducing several enhancements to manage your IT assets easier. You can now:
- Track every asset and software change with the new Activities tab
- Monitor asset and software activities centrally from the new Audit Logs section in Settings > Security & Compliance
- Create custom asset labels with configurable sizes, orientations, and printable fields
- Export filtered assets and software with custom field selection and dedicated export history
API enhancements
We’ve expanded the Desk365 APIs to make integrations even more powerful. This update includes:
- New Asset Management APIs for assets, asset types, products, vendors, and more
- Support for associating assets with tickets, including bulk associations
- Ticket Search API with two modes for broader and field-specific searches
- Dropdown field filtering in Ticket List APIs
July - 2026
New: Group Signatures and unified signature management
Introducing Group Signatures customizable per support group. You can now create and manage Brand, Group, and Personal Signatures from Settings > Admin > Signatures. With this update, you can:
- Manage all signature types from a single location
- Control whether Group and Personal Signatures are enabled across the helpdesk
- Create and manage Group Signatures for specific support groups
- Allow or restrict Personal Signatures for specific groups
Note: Group Signatures and the associated group-level signature controls are available only on the Premium plan.
Enhanced group management
Managing groups is now easier with a redesigned Group Details page. You can now:
- Manage group settings and members from dedicated Overview and Agents tabs
- Choose whether all agents or only agents from selected groups can assign tickets to a group
- Allow all contacts, or no contacts to assign tickets to the selected group
- Quickly find and add agents to a group using built-in search
Expanded ticket sorting
You can now sort tickets using Custom Fields, making it easier to organize your ticket list based on the information that’s most important to your team. You can now sort tickets using supported custom ticket fields (supported types – Text, Number, Decimal, and Date) and organize tickets based on your specific requirements.
Automation enhancements
Automation is now more flexible with enhancements to time-based triggers and automation conditions. You can now:
- Choose between All Hours (24×7) and Business Hours when configuring time-based triggers
- Calculate elapsed time using the assigned group’s Business Hours, or the Standard Helpdesk Hours when no group is assigned
- Use the new Contains (Exact) and Does Not Contain (Exact) operators to match complete words or phrases instead of partial text
- Apply exact match operators to Subject, Description, Custom Text, and Custom Paragraph fields
June - 2026
Asset management enhancements
Asset management now includes added capabilities for ease of use. You can now:
- Create products and vendors on the fly while adding assets and create vendors directly while adding software.
- Use the Non-Associated Vendor option to select a supplier that’s not linked to the chosen product, ensuring your records reflect the actual source of purchase.
- Prevent duplicate names across asset-related records with enforced uniqueness. Existing duplicates are automatically renamed, keeping your inventory organized and reporting accurate.
- Collapse the view panel in the Assets and Software lists for a cleaner workspace.
New ticket import API endpoints
Two new ticket import API endpoints have been added to streamline ticket migration and historical data imports. You can now:
- Import new tickets along with their complete conversation history using the Import Tickets with Conversations endpoint.
- Import historical conversations and associate them with existing tickets using the Import Conversations for Existing Tickets endpoint.
This enhancement helps maintain complete ticket history, customer interactions, and conversation context during migration.
Ticket activities, now multilingual
The ticket activities section in the Agent Portal now follows your helpdesk-configured language settings, so everyone can track what’s happening on a ticket in the language they work best in.
A small but meaningful improvement that keeps your activity logs consistent with the rest of the localized Agent Portal.Â
24-hour time format is here
You can now choose between the 12-hour and 24-hour time format in the Date Format setting under Helpdesk Settings. Once saved, it applies consistently across the Agent Portal, Support Portal, and email, so time displays uniformly everywhere your team and customers interact with the helpdesk.
Navigate to Settings > Helpdesk Settings to set it up.
Get notified on each survey response
Notify agents and groups when contacts respond to surveys automatically. You can now:
- Choose which survey responses trigger notifications
- Notify specific agents or groups
- Send notifications through Email and Microsoft Teams
- Customize email templates using survey-specific placeholders
This helps teams monitor customer feedback faster and trigger follow-up workflows for support or escalation scenarios. Navigate to Settings > Surveys > Survey Response Notification, to see it in action.
Control who can edit ticket details
Admins can now configure which roles are allowed to edit ticket details, including contact, subject, description, and attachments. This provides better control over ticket modifications across agent roles.
To configure this permission, navigate to Settings > Roles, select the role you want to update, and enable or disable the ‘Can Edit Ticket’ checkbox
Ticket search and agent portal language
In addition to above changes, we’ve had the following improvements across the helpdesk.
- Ticket search now supports more precise operator-based matching. Use quotes for exact phrases and asterisks for partial word matches. Read more.
- Polish language support is now available in the Agent Portal.
- We’ve improved ‘Draft with AI’ responses with better formatting and outputs for correct grammar and translation.
May - 2026
Multi-Factor Authentication: available on all plans
Secure access is essential for every helpdesk. Sign-ins have always been supported through Microsoft Entra SSO, now we’ve rolled out Multi-Factor Authentication (MFA) along with password policies across Standard, Plus, and Premium plans.
What this means for you:
Add a second layer of protection with:
- Authenticator apps (Microsoft Authenticator, Google Authenticator, or Authy)
- One-time passwords (OTP) sent via email
You can enable one or both methods and allow users to choose their preferred option at login.
MFA can be configured separately for agents and contacts, with role-based controls to ensure only the right users have access.
Agent and Contact Authentication settings
Authentication settings are now organized into dedicated pages for agents and contacts under Settings > Security and Compliance.
From a single place, you can:
- Configure login methods (email, Microsoft Entra SSO, or both)
- Enable MFA
- Set password policies
- Define session timeouts
All settings can be managed independently for agents and support portal contacts.
Note: Portal access for contacts has moved from the support portal to this dedicated section under Contact Authentication > Portal Access.
Read More on Agent Authentication and Contact Authentication
Asset list updates
Make changes to assets without hassle with these new improvements:
- Edit Impact, Location, Managed By Group, and Managed By Agent inline directly from the asset or software list, without opening individual records.
- Select assets or software records and bulk assign a group, agent, or location in one action.
April - 2026
Introducing: Channel Controls
You can now control which support channels are available to your users, all from one place.
Enable or disable Email, Microsoft Teams, Support Portal, Web Forms, and Widget based on your workflow. When a channel is turned off, it’s fully unavailable across the system to avoid confusion and duplicate tickets.
Channel Controls are also role-based, so you can decide who gets to manage these settings.
Asset management improvements​
We’ve introduced new functionality within asset management for teams that handle larger inventories.
- Search and sort products, and vendors for faster navigation.
- Access a quick view pane for product and vendor details within assets.
- Import software in bulk via CSV, with automatic updates to existing records to prevent duplicates.
AI usage visibility & chatbot experience
Now available: more context to AI usage tracking along with improved chatbot experience.
- Credits & Usage – See the contact email of users interacting with your AI Agent, along with conversation details and credits consumed.
- AI chat interface – Refreshed layout, enlargeable chat widget and a dark mode option within the widget configuration.
Automation improvements
- Include CC recipients from tickets in automated emails, ensuring all stakeholders stay in the loop.
- Support for multiple multi-level fields now available in automation conditions.
- Improved automation summary view, for easier understanding of rule logic.
Contacts, email workflows & language support
- Improved contact management with advanced filtering, smarter search, and a cleaner UI grouped under Actions.
- More flexible email workflows with group-based ‘From’ addresses.
- Thai language support now available in the Agent Portal.
AI Agent updates
We’ve introduced a credits usage history in the Credits & Usage section. You can now view credits usage history with conversation details, credits used, and AI Agent info.
Additionally, when deploying an AI Agent, you can now choose whether to automatically pop open the chat widget on a user’s first visit.
We’ve also improved the overall response quality, and AI Agent replies now include source references for better transparency and accuracy.
QR & barcodes for assets
Managing your inventory just got easier with our latest updates to the asset management suite.
- You can now generate QR codes and barcodes for your assets (individually or in bulk) directly from the asset list.
- Assets can now be associated while creating a ticket across the agent portal, support portal, and support bot.
- Asset management is now also available on the mobile-responsive agent portal for access on the go.
Note Enhancements, API Updates & New Languages
Agents can now add or remove attachments while editing private notes. All changes are tracked in ticket activities for full visibility.
We’ve introduced new API endpoints to update and delete time entries using the Time Entry ID. You can also start or stop timers via API.
We’ve also expanded language support:
- Support portal now includes Malay and Urdu.
- Support Bot now includes UK English, European Portuguese, Spain Spanish
March - 2026
March feature releases in Desk365
We’ve rolled out a set of improvements across APIs, language support, and ticket handling. Read on to see what’s changed:
- Expanded API capabilities:Â Filter tickets by company name, update ticket contacts, and create time entries programmatically.
- More language support:Â Agent Portal now supports Khmer, Finnish, Lithuanian, and Ukrainian, with Japanese added to the Support Bot.
- Enhanced ticket printing:Â Include full conversation history when printing tickets for better context.
These updates help you automate workflows, support global teams, and manage tickets more efficiently.Â
Read more in the support article on APIs, languages, or on ticket details.
February - 2026
Role-based access for AI Agents
You can now control who can view, create, manage, and configure AI Agents with role-based access permissions in Desk365.
Admins can choose exactly what each role can do within the AI Agents module.
We’ve also made several UI and UX improvements to the AI Settings section, making it cleaner, easier to navigate, and more intuitive when managing permissions and AI configurations.
Language switching moved to profile menu​
We’ve simplified how you switch languages in the Agent Portal.
Previously, language selection was available inside My Profile & Settings. It has now been moved to the top-right profile menu, making it faster and easier to change your preferred language from anywhere in the portal.
Just click your profile icon and select your language directly from the dropdown.
This update improves accessibility and reduces navigation steps while keeping your language preferences instantly accessible.
Introducing: Desk365 Premium
We’re thrilled to announce the launch of a brand-new paid plan – Desk365 Premium.
Our pricing plans are built to give teams with different needs the flexibility and functionality needed to scale. At $32/agent/month billed annually, the Premium plan bundles together advanced features to help teams manage sophisticated workflows while balancing both internal and external support use cases.
What’s now available with Premium:
- IT Asset Management
- Scheduled ticket creation
- Custom contact and company fields
- Advanced security and password policies
- Custom departments & company managers
- Data redaction for better HIPAA compliance
- An AI Chatbot trained to deflect tickets – available as an add-on
And yes, this is on top of everything you already get in Standard and Plus. See it for yourself by getting started on a 21-day free trial. Navigate to Settings > Plan & Billing and clicking on ‘Try PREMIUM for Free’.
Meet the new AI Agent
Build, train, test, and deploy multiple AI Agents using Desk365’s most recent updates. Train it using your knowledge base, website, files, or Q&A, customize its behavior, and deploy it to your website or support portal for instant assistance. The AI Agents help deflect L1 tickets and autonomously chats with customers to help with repetitive questions or can escalate and raise a ticket when human intervention is required.
The AI Agent is included in the Plus and Premium as an add-on with limited free credits on a monthly basis.
Multilingual agent portal
You can now use your Agent Portal in 15 languages – making it easier than ever to deliver a truly localized support experience.
Go to Settings > Languages to configure the language for your Agent Portal. Plus and Premium customers can also enable multiple languages for globally distributed teams.
More languages to be added soon. Have suggestions? Reach us on help@desk365.io to share feedback.
January- 2026
New languages added to the support portal
Your customers can now access the Desk365 support portal in two additional languages – Khmer and Hungarian, helping you offer a more localized and seamless support experience.
This update makes it easier to serve global customers in their preferred language, no extra setup required.
Secondary emails in the API
You can now retrieve contact’s details using secondary email and update the secondary email(s) of the contact through the Desk365 API.
No additional setup is required, this update is already live and available via the API.
