What's new in Desk365
Stay up to date with the latest feature releases, enhancements, and announcements across Desk365.
December - 2025
Customizable email template for 'Notify Group' action within Automations
We’ve upgraded the Notify Group action in Automation Rules.
You can now edit the email subject and message sent to a group when a rule is triggered across ticket creation, updates, time-based triggers, and round robin triggers.
Even better, dynamic placeholders are available, so you can include ticket details like ticket id, subject, contact name, group name, and more.
This gives you more control over how your team is notified. No more one-size-fits-all alerts.
Head to Settings > Productivity > Automation > Notify Group in Do Action to try it out.
Dynamic ticket subject with placeholders in Automation Rules
You can now customize ticket subject using dynamic placeholders across all automation rules, including ticket creation, updates, time-based triggers, and round robin triggers.
This means your ticket subject can automatically include key details like ticket ID, contact name, priority, or other context, no matter when the automation runs.
Try it out in Settings > Productivity > Automation > Set Ticket Subject in Do Action
Include contact details when exporting Time Entries
You can now include contact fields such as name, email, phone number, company name, and more when exporting Time Entries.
- Select contact details alongside time entry fields.
- Get richer, more complete CSV exports.
- Perfect for billing, reporting, and audits.
This makes it easier to connect logged time with the right contacts, no extra lookups needed.
Try it out in Tickets > All Tickets, Open & Pending, or any Custom View > Actions > Export > Export Time Entries.
November - 2025
Introducing the Exports tab to track export history
Stay on top of your data exports with the new Exports Tab under Admin.
Here you can:
- View all exports from the past seven days for tickets, contacts, and companies.
- Sort by type or date and download the files directly.
- Control visibility with role-based access in Settings > Admin > Roles > Settings and Reports.
Round Robin automation triggers
You can now trigger automation rules immediately after tickets are assigned through Round Robin.
This allows you to automate follow-up actions post-assignment — such as adding notes, setting priority, or assigning to a group — giving you greater flexibility and control over your ticket workflows.
Filter by agent mentions in notes, improved notifications, and a new 'API' channel
This update brings several enhancements across collaboration and channels:
- Filter by agent mentions in private and public notes to quickly find tickets needing your input.
- The notification templates for Reply & Close and Merged Tickets can now be edited, giving you the flexibility to customize the messages sent to requesters.
- API as a dedicated channel – easily track, filter, and report on API-created tickets.
October - 2025
Multiple ticket forms with a fresh new interface
You can now create and manage multiple ticket forms in Desk365 — both for your Agent Portal and Web Forms.
- Design different forms for various departments or request types.
- Control form visibility for all agents or specific agent groups.
- Generate unique URLs for each web form and deactivate them anytime.
- Clone existing forms to save time when creating similar ones.
Along with this, Desk365 introduces an all-new, streamlined interface for managing ticket forms. Every option has been redesigned for easier navigation, faster access, and a more intuitive experience.
Smarter ticket closure with group-based rules
We’ve made ticket closure more flexible in Desk365! Here’s what’s new:
- Group-specific closure rules: Create custom closure rules for each team — IT, HR, Facilities, and more. No more one-size-fits-all global rules.
- New closure condition: You can now close tickets when at least one reply or note is added, giving teams more flexibility while keeping workflows smooth.
Support portal now supports RTL languages
Your Support Portal now fully supports right-to-left (RTL) languages, including Arabic, Hebrew, and Persian.
This enhancement builds on the previously released 25-language update — ensuring that your portal layout, text alignment, and interface automatically adapt to RTL scripts for a seamless localized experience.
Improved dashboard cards on the home tab
We’ve added new ways to visualize your team’s performance on the home tab dashboard.
- A new Tickets by Category card shows a clear breakdown of tickets by category and subcategory.
- The Average Times card now supports group filters, helping you compare response and resolution metrics across teams
Updated role permissions for ticket assignment
Previously, there was a single setting — ‘Can Assign Tickets’, which allowed roles to assign tickets to both agents and groups.
We’ve now split this into two separate permissions for greater flexibility and control:
- Can Assign Tickets to Groups
- Can Assign Tickets to Agents
This update helps you restrict group-level assignments for certain agents while still allowing them to reassign tickets among members within their group.
Multilingual support portal
Your customers can now experience your Support Portal in 25 different languages, making it easier than ever to deliver localized support experiences.
We’ve also made it simpler to manage these settings; the Language Configuration has now been moved to its own ‘Languages’ section under Admin in your Desk365 settings.
From here, you can:
- Set a default language for your Support Portal.
- Enable multi-language support.
Add contacts as approvers
You can now add contacts (not just agents) as approvers in your workflow, perfect for customers or external stakeholders who need to review and approve requests.
You’ll see icons to distinguish between agents and contacts on both the setup and ticket details pages.
Contacts receive instant notifications when approvals are created, approved, rejected, or canceled.
Bulk reply to tickets
You can now select multiple tickets and send a bulk reply at once. Choose the ‘From’ address from the dropdown and optionally include CCs from the latest conversation.
Automation updates
Two useful improvements:
- You can now include attachments added when the ticket was created or add a custom attachment in ‘Send Email’ do action.
- You can also edit the email template for the ‘Notify Agent’ do action. Microsoft Teams notifications remain system generated.
Improved ticket activity visibility
It’s now easier to track every update made to your tickets. The Ticket Activities section logs changes made to both custom and default fields. For default fields, you’ll see exactly what changed and who made the update.
You’ll also see clear records when two tickets are merged. The activity log will show whether the ticket was merged into another or if another ticket was merged into it – giving you full visibility into both primary and secondary tickets.
This ensures a clear audit trail and better team collaboration
September - 2025
Set ticket subject using automations
You can now configure automations to update a ticket’s subject line whenever conditions are met. The updated subject is also logged in the ticket’s activity history, giving agents full visibility into when and why the change happened.
This ensures urgent or high-priority issues stand out immediately without requiring agents to edit subjects manually.
Notify ticket's assigned group in automations
A new option, ‘Ticket assigned group’ has been added under ‘Notify Group’ in Automations. With this, whenever a ticket is created, all agents in that group can be automatically notified.
This helps reduce the chances of tickets being missed and ensures the right team is always alerted at the right time
Richer notes in automations
You can now add placeholders and rich text formatting when creating public or private notes in automations.
This makes your notes more dynamic, structured, and context-aware – helping agents get clearer information at a glance.
Updated Roles UI – Easier permission management
Roles management is now clearer than ever. Feature access is neatly organized into categories like Home, Tickets, Accounts, Settings, Time Entries, and Approvals, making it simpler for admins to assign the right permissions.
This saves time during setup and reduces errors in role configuration.
Custom fields in automation
You can now use custom fields, both single and multi-level, within ‘Actions’ in automations. This was previously available only when setting conditions for an automation but now can be used to define an action as well.
This means, you can now define and update custom ticket properties without any manual intervention.
Advanced email settings
In this launch, we’re introducing two changes:
- Your email deliverability section has moved. Find it within Settings > Channels > Emails.
- We’ve added brand new advanced settings for emails which you’ll find within the same tab. Within these settings, you can:
- Choose between ‘Reply-to’ or ‘From’ address for contact creation.
- Thread responses to a ticket using the ticket number and a simple prefix.
These changes give you more flexibility within email settings to create and organize tickets. This feature is available only to Plus plan users.
Recover Knowledge Base articles
Knowledge Base articles can now be recovered if deleted. You can restore them from trash and even change their category or folder at the time of recovery or permanently remove them. This gives you more flexibility and control in managing your knowledge base content.
Role-based editing of contacts and time entries
You now have more granular control when defining agent roles. Admins can decide which roles can:
- Create, edit, and delete contacts and companies.
- Create, edit and delete time entries on tickets.
This update makes it easier to assign the right level of access for each team member, ensuring better governance, security, and accountability.
API update: Watchers and Share To
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.
August - 2025
Smarter ticket fields management
Quickly find fields with the new search bar, load more when dealing with long lists, and see new fields appear right at the top. Multi-level dropdowns are now easier to manage with expandable parent fields.
This makes ticket field management faster and more organized, especially in large setups.
Update existing custom views directly from filters
In addition to creating new custom views, you can now update existing views straight from a filtered search. Apply your filters, make the changes you need, and save them back to the same view.
This makes it easier to refine and maintain the views you rely on, ensuring they always stay relevant without having to recreate them from scratch
Flexible survey delivery
Choose how you want to collect feedback: include the survey link in your Resolved/Closed email or send it as a standalone follow-up.
Whether you want surveys to feel seamless or more noticeable, you now have complete control over how they’re delivered to your customers.
Smarter automation & responses
Get more power in everyday workflows:
- Nested dropdown fields in JSON placeholders are now supported in ‘Send email’ automations and notifications.
- Easier sorting for canned responses.
- New API enhancements to include ‘Watchers’ and ‘Share To’ in the “List all tickets” and “Get Ticket Details” API endpoints.
Together, these updates make your automations, responses, and integrations more efficient than ever.
Get deeper insights with enhanced reporting
Average time in each status (Productivity Reports)
Quickly spot bottlenecks with new metrics showing how long tickets stay in each status. Filter by hours, days, or minutes, apply Business Hours, and download reports in .csv format.
Ticket-level status time (Ticket Trends Reports)
Download detailed ticket data showing time spent in each status for every individual ticket from the Ticket Trends report to analyze patterns and outliers at an individual ticket level.
Forwarded messages are private by default
When a support ticket is forwarded to another person who is not an agent, the message is added as a private note.
This ensures internal conversations between agents are kept private and not visible to the contact, helping maintain clean communication threads with customers
See who submitted a ticket from the Support Portal
‘Contact’ column in the Support Portal ticket list displays the name and email of the contact who raised the ticket.
This helps you instantly understand ticket origin, especially useful when filtering by ‘Tickets shared with me’.
Agents can enable this by going to: Agent Portal > Settings > Channels > Support Portal > Ticket List Columns
Clear field values in ticket details easily
Need to reset a value in the ticket properties within the ticket details page? You can now clear selected value in the dropdown and custom ticket fields. Just choose the hyphen (‘-‘) to remove a selected value. You can also manually edit or clear date fields.
Note: This option appears only for fields that don’t require manual text input.
July - 2025
New dashboard cards: Tickets by Agent & Priority
Your Dashboard just got more powerful. We’ve added two new cards:
- Tickets by Agent: See who’s handling what
- Tickets by Priority: Quickly spot critical issues.
Each card comes with its own filters, and you can click on any section of the pie chart to jump straight to that filtered ticket view.
Resize columns in your Ticket List view
You can now resize ticket columns in the Ticket List page to suit your workflow – and the best part? Your custom column widths will stay the same even after you refresh the page or log out.
Try it out by dragging the column borders in your Ticket List view.
New languages supported in AI features and Teams Bot
We’ve expanded our language support to include:
Ukrainian, Turkish, Romanian, Thai, Khmer, Malay, Finnish and Slovenian.
These languages are now available in both the Microsoft Teams Support Bot and the Draft with AI feature – so your support team can work more globally than ever.
Load more conversations in Ticket Details
We’ve added a new ‘show more conversations’ option in the Ticket Details page. This lets you load past conversations in chunks of 50, with the flexibility to choose how they’re sorted – either with the latest or earliest on top.
Perfect for digging into long-running tickets.
Set a default language for your AI Agent
You can now configure a default language for all AI-powered actions in Desk365, helping your team deliver responses and content in a consistent language.
Once enabled, the chosen language will apply to:
- AI-generated replies using the Desk365 AI Agent
- Ticket summaries for long or complex conversations
- Knowledge base articles created directly from ticket threads
To update the language, go to Settings → Productivity → AI → Advanced AI and select from the available languages.
New in Productivity Reports: 'Responded within SLA' and 'Created vs Responded' metrics are here!
Desk365’s Productivity Reports just got even more powerful with the addition of two new reporting views – Responded within SLA and Created vs Responded.
- Responded within SLA lets you measure how many tickets were replied to within your SLA targets – not just resolved. This gives a more complete picture of how timely your support team is in acknowledging customers, which is key to delivering great service.
- Created vs Responded shows the number of tickets created versus those that received a response within a given time frame. It’s a great way to assess whether your support team is keeping up with incoming volume and maintaining healthy response rates.
– Available for daily, weekly, and monthly views.
– Easily download the data for reporting or presentations
This update gives teams more visibility into agent responsiveness and ensures SLA adherence isn’t just about resolution time – but also how quickly customers are being acknowledged.
Nested Dropdown and Dropdown with Sections - Now exported in JSON
We’re excited to announce an enhancement to ticket field exports in Desk365! You can now export second-level values for both:
- Nested Dropdown fields
- Dropdown with Section fields
These fields will now appear in the export in JSON format, making it easier to retain field structure and context during data processing or integrations.
This structure is especially helpful when you’re working with complex forms, such as employee onboarding, hardware provisioning, or internal request routing.
Note: This export enhancement is currently available only in the Agent Portal.
This update gives teams more flexibility when working with structured ticket data, and ensures your downstream processes get the full picture – not just the top-level field.
June - 2025
Create and manage multiple dashboards
You can now create, customize, and manage multiple dashboards in your Desk365 ‘Home’ tab. Agents and admins can build personalized views. Choose and customize cards like Tickets, Tasks, Knowledge Base, and more.
Admins can choose who can create these custom dashboards, with full role-based access controls. You can then also set visibility of the dashboard to – yourself, your group, or the entire team.
Multiple dashboards feature is available if you have subscribed to the Plus plan.
Filters now work in Search
We’ve made it easier to narrow down exactly what you’re looking for – filters now work within the Ticket Search view. You can apply filters such as status, priority, group, type, and more while using the Search bar to quickly find the right set of tickets.
You can also export tickets directly from the list, making it easier to analyze and share data.
This enhancement helps you work faster and stay focused, especially when managing large volumes of tickets.
Improved web widget styling
We’ve refreshed the web widget design for a cleaner, more modern look. Your widget now blends more seamlessly with your site. You can customize the theme color using a hex code or the color picker.
Additionally, the web form customization panel now includes a clear ‘Web form preview’ heading, so you can instantly see how your form will appear to customers as you make changes
More control over ticket exports in the Support Portal
Ticket exports from the Support Portal are now based on custom-selected export fields, instead of the ticket list and ticket properties view. Admins can choose exactly which fields are available when users export tickets – ensuring relevant, clean, and secure data sharing.
Navigate to Settings → Channels → Support Portal → Export Fields to configure.
Real-time alerts now include ticket number and subject
Real-time alerts are now even more useful – each notification includes the ticket number and subject line so agents can get quick context without opening the ticket.
You’ll see clearer, more detailed, updates like ‘1 New Ticket – #4321: Unable to login’ and can click the ‘Refresh’ button to immediately sync your view when a ticket is created, updated, or marked as spam.
Phase 2: The Desk365 UI refresh
This week, we’ve launched new updates to the brand new Desk365 UI. Within the agent portal, you will now be able to drag and resize columns both within the ticket list view and ticket page.
- Ticket list view: The color-coded ticket status icons have been simplified and redesigned to enhance clarity and visibility.
- Ticket details view: Within a ticket, you can drag the ‘Ticket Properties’ column and ‘Contact Details’ column to the screen width you’d like. You can also collapse ‘Contact Details’ column so you can put the focus on responding to the ticket.
Drag, drop and customize your portal screen to look the way you’d like
Knowledge Base responses within AI agent
The Desk365 AI agent now takes into account your Knowledge Base articles when responding to a customer. It will reference key steps from the article and also link to it. This will make your responses more accurate all while saving your human agents time.
Knowledge Base articles are automatically enabled to be included in your AI agent responses but can be turned off within Settings if you choose.
Encrypted Text input field(ePHI) within dropdown with sections
You can now add ePHI fields within dropdown with sections in forms. So far, ePHI fields were available only as standalone form fields. With this release, you can encrypt responses even within specific sections in a form by adding ePHI fields inside sections.
This release will especially help with different functions or departments needing to encrypt the responses they receive from users and customers.
May- 2025
Phase one: UI refresh to your portal
We’ve made new UI upgrades within the Desk365 Agent Portal. This means your screen may look different, but all the features you love stay the same. The new UI is designed to make your experience cleaner, faster, and more efficient.
Highlights:
- Home tab dashboard: Cleaner layout, new widgets, and improved readability.
- Ticket list view: Hover to preview recent messages, with refreshed icons and tighter layout.
- Ticket details page: Clearer headers, better message spacing, and a simplified reply editor.
- Knowledge base: Redesigned folder/article view, updated buttons, and enhanced search.
Smarter Knowledge Base search
Finding content just got easier. The Knowledge Base search now looks beyond article titles – it also searches inside the article content and highlights your search terms in the results.
This makes it faster to locate the exact info you need – whether you’re browsing or helping a customer.
Major Support Portal Upgrade: UI, Controls & More
We’ve rolled out a major update to the Desk365 support portal to enhance both usability and customer experience.
Here’s what’s new:
- Modernized interface: Enjoy a cleaner layout with an intuitive ‘Create Ticket’ dropdown and a redesigned Tickets page for better navigation.
- Custom sign-in & sign-up backgrounds: Add your brand’s identity to the login experience with custom background images.
- Ticket form visibility control: Choose which forms appear in the portal’s ‘Create Ticket’ dropdown – perfect for internal or limited-use forms.
- Ticket export option: End-users can now export tickets directly from the portal for easy sharing and record-keeping.
These changes make your support experience more powerful, personalized, and efficient for both your team and your customers.
Personalize, edit, export: New upgrades to Desk365
From editable announcements and precise time tracking, to new ticket export filters, placeholders, and conversation count metrics – this release packs a punch.
Here’s a quick look at what’s new:
- Edit announcements anytime
- Log time entries with hour & minute precision
- Export time entries by start time
- Track ticket engagement with “Number of Conversations”
- Use new placeholders: “Watchers List” and “Share To List”
- Personalize brand signatures with agent info
April - 2025
Add Brand and Agent Signatures in Ticket Replies
We’ve introduced brand signatures and personalized agent signatures in Desk365 to make your ticket responses more professional and personalized!
Here’s what’s new:
- Brand signature: Add a unified company signature that selectively appears based on your preferences on all agent replies, forwards, and notes – set at the helpdesk level.
- Agent signature: Agents can now configure their own personalized signatures from their profile settings, which override the brand signature.
This update ensures consistent branding and gives agents the flexibility to add their personal touch to every response.
Breadcrumb Navigation in Agent Portal
We’ve added breadcrumb navigation to the Agent Portal to make it easier for agents to understand their location within the interface and move seamlessly between sections, even while interacting with the Agent Portal from Microsoft Teams, aka Agent Bot.
How it helps:
- Easily see where you are within the agent portal at any given time, even when accessing it from within the Agent Bot.
- Effortlessly jump back to previous sections without needing to retrace steps or use the browser’s back button.
This update helps streamline the user experience, reduce clicks, and improve overall efficiency while working inside the portal.
Quickly Insert Knowledge Base Articles in Ticket Replies
We’ve made it easier for agents to provide accurate responses with our enhanced knowledge base integration! Now, support agents can quickly search for and insert knowledge base articles directly from the reply editor.
Here’s what’s new:
- Search for articles using keywords within the ticket reply editor.
- Insert a link to the article or add the full content directly into the response.
- Ensure customers get consistent and well-documented answers without manual searches.
This feature helps agents respond faster and improves the customer experience.
Customize your AI Agent's Personality for more on-brand responses
Fine-tune your AI Agent’s responses to align with your brand’s voice and industry. With this launch, you can now customize your AI Agent’s personality and provide company-specific details to ensure AI-generated replies are more relevant to your customers.
Here’s what’s new:
- Define your company’s description, industry, and tone of communication.
- Improve response accuracy with AI-generated answers that reflect your brand.
- Deliver more personalized and engaging customer support.
This update helps you create AI-driven responses that are consistent, on-brand, and more helpful to customers.
Retrieve Complete Ticket History & Knowledge Base Articles via API
With our latest API update, developers can now retrieve detailed ticket conversation history and knowledge base content with ease.
What’s included:
- Fetch complete ticket conversations, including ticket descriptions, customer replies, agent responses, and private/public notes.
- Retrieve knowledge base categories, folders, and articles for structured content management.
Enhance integrations by providing a seamless way to access essential support data.
Upgrade your helpdesk with powerful API capabilities!
Stay Updated with Enhanced Notifications & Contextual Email Updates
To improve ticket visibility and collaboration, we’ve introduced two customizable notification types and an enhanced email placeholder.
- Share To notifications: External contacts will now receive updates when a ticket is shared with them, ensuring smooth communication.
- Watcher notifications: Agents added as watchers will stay informed about key ticket events.
- Recent ticket conversations placeholder: Get the last ten ticket conversations included in email notifications for better context.
These enhancements ensure no important update is missed!
February - 2025
New in Desk365: AI Actions, Holiday List Import & Enhanced Support Portal!
1. AI Actions: Automate & Simplify Ticket Management
- Generate KB Article – Instantly turn ticket details into a knowledge base article.
- Summarize Ticket – Quickly summarize long conversations for key takeaways.
2. Holiday List Import: Add Holidays Instantly
- Save time by importing holiday lists in bulk — upload a CSV file with up to 50 holidays per year.
- Supports live import for seamless integration.
- Automatically matches your helpdesk’s date format to ensure SLA accuracy.
- Helps align business hours with non-working days effortlessly.
3. Enhanced Support Portal UI We’ve made major UI improvements to your support portal, including:
- Category icons in the knowledge base for a more intuitive browsing experience.
- Category descriptions are now visible for better navigation.
- Most visited articles are prominently displayed for easy access.
Real-Time Updates
We’ve introduced ‘Real-Time Updates’ in Desk365 to keep your team informed and efficient. Agents will now receive instant notifications for all ticket-related activities, ensuring no updates are missed. Notifications include:
- New Ticket Alerts: Get notified the moment a new ticket is created.
- Ticket Updates: Stay updated on all ticket activities, including contact responses, agent updates (property changes or replies), automation rule applications, round-robin assignments, and more.
We’ll be adding more enhancements, such as displaying precise ticket updates without requiring users to open the individual ticket. Stay tuned for more updates coming soon!
January - 2025
New Year, New Features: Unlock Desk365's Exciting January 2025 Updates!
We’re thrilled to kick off the year with a set of game-changing updates to Desk365 that will supercharge your helpdesk experience! We’ve introduced a new paid plan ‘PLUS’ so that your business can choose the mix of features you need. The new ‘PLUS’ plan includes advanced features. Here’s what’s new:
- AI Agent for smarter & contextual ticket responses
- Effortless Change/Approval Management to streamline your workflows
- Automated ticket exports to save you time on reporting
- Seamless integration with Microsoft Entra ID for improved efficiency
- Multiple business hours and holiday lists for precise SLA tracking
Don’t miss out on these exciting updates! Visit your billing page to upgrade to the PLUS plan or read our latest blog post to explore all the new features and get the most out of your Desk365 experience.
If you’re currently using the ‘Pro’ plan, worry not, there is no change to your current subscription. You will continue to have access to all the features you’ve already loved and used. We now call this ‘Legacy Pro’. We invite you to try the free trial of the ‘Plus’ plan so you can take all the new features out for a spin.
Have questions? Reach us on help@desk365.io
