What's new in Desk365
Stay up to date with the latest feature releases, enhancements, and announcements across Desk365.Â
December - 2024
Enhanced Contact Deletion: Delete Contacts Forever
We’ve improved the process for deleting Contacts. Previously, permanently deleting a Contact required contacting our support team. Now, you can delete Contacts forever directly from the Deleted Contacts tab. Once a Contact is deleted permanently, all associated data, including ticket history and interactions, will be erased and cannot be recovered.
New Filters: "Updated By" and "Closed By"
You can now refine your ticket views on the Tickets List page with the “Updated By” and “Closed By” filters. These filters allow you to sort tickets based on the agent, contact, or system responsible for updates or closures. Simply scroll to the filters panel, select your desired criteria, and apply the filter to quickly locate relevant tickets.
This enhancement streamlines workflows and makes ticket management more efficient.
Notify Contacts via Teams: New Automation for Instant Alerts!
Customer communication just got a major upgrade! Introducing our ‘Notify Contact via Teams’ automation feature: now you can create automation rules to notify ticket requesters via Microsoft Teams whenever a ticket is created or updated.
Enhanced Date Field Control
Take control over your date selections with our new enhancement to date fields in tickets! No more worrying about irrelevant date entries – here’s how it works:
- When unchecked: You can only select current or future dates during ticket creation, ensuring relevant date entries.
- For ticket updates: You can select dates up to the ticket’s creation date, maintaining data accuracy.
Simplified Contact Deletion
Managing contacts just got a whole lot easier! We’ve taken the hassle out of deleting contacts. Previously, you had to manually delete all associated tickets before removing a Contact.
Now, with this enhancement, when a Contact is deleted, all associated tickets are automatically moved to the Spam folder, saving you time and effort.
API Upgrade: Version 3
We’re excited to introduce Desk365 API Version 3, delivering improved security, performance, and integration. Key updates include:
- OpenAPI specification.
- Subdomain based access.
- Enhanced pagination.
- Standardized custom fields.
- SLA names in ticket fields.
We’ve also introduced new features, including customizable sign-in and sign-up visibility, improved email templates and business hours interface, and smarter contact search within filters
October - 2024
Customize Response Editor, Updated By, Closed By, and More
We’re continuously innovating and adding powerful new features to enhance your Desk365 experience. Check out the latest updates now live on the platform:
- Set the default behavior for the ticket response editor to suit your needs.
- Announcements are now visible on the Agent Portal.
- Availability of Updated By and Closed By in the Tickets List page and in Ticket Exports.
Archived Tickets
To boost your helpdesk efficiency and streamline daily ticket management, we’ve introduced automatic archiving for closed tickets that have been inactive for over 120 days.
While all ticket data remains fully accessible across the platform, these tickets are now grouped under ‘Archived Tickets’, ensuring faster loading times for views like ‘All Tickets’ and custom ticket views.
September - 2024
Load-aware Ticket Assignments
We’re excited to announce that, as promised, Load-aware Round Robin is now live on Desk365! This new method intelligently balances workloads to prevent any agent from becoming overloaded. Check it out today by navigating to Settings > Ticket Assignments.
September 24 - New Features and Enhancements
We’re thrilled to unveil a host of exciting new features that our stellar engineering team has rolled out to elevate your Desk365 helpdesk experience even further! Here’s what’s new:
- New feature to broadcast announcements.
- Added a new attachment ticket field.
- Introduced folders for organizing your Knowledge Base.
- Enhanced customization options for your Support Portal.
- Expanded filter choices for the Desk365 API.
- Enabled retrieval of survey data via the API.
- Provided detailed insights into email deliverability failures.
- Streamlined the attachment capability in Support Bot replies.
August - 2024
Automated Ticket Assignments!
We’re delighted to announce a significant new update to your Desk365 Help Desk! You can now automate ticket assignments using the round robin method. Explore this feature by going to Settings > Ticket Assignments tab
Custom Domains!
We’re excited to share that you can now personalize your Desk365 customer support portal with your own custom domain URLs. Begin setting up your custom domain by navigating to Settings > Support Portal tab
Enhanced Ticket Search in Support Portal
We’ve introduced an improved ticket search feature within your Support Portal. Try it out now.
We’re continuously working to enhance your experience and have more updates on the way. Keep an eye out for future enhancements!
July '24 Enhancements and Updates
We’ve made several exciting updates to your Desk365 helpdesk experience:
- Introducing ePHI Ticket Fields for sensitive information management.
- Automate adding Watchers to tickets.
- Add ‘Share To’ Contacts to tickets through Automations.
- Configure single notifications for actions like ‘reply and close’ or ‘reply and resolve’.
- Support for Vietnamese language in the Desk365 Teams Support Bot.
June - 2024
Share Tickets with other Contacts
We are thrilled to introduce a highly anticipated feature designed to enhance collaboration with your end-users: the ability to share a ticket with multiple contacts beyond the original requester. ‘Share To’ contacts can:
- Receive notifications for all ticket updates.
- Have access to the tickets through their Support Portal and Support Bot
- Be added from the Agent Portal
- Be added from the Support Portal or the Support Bot
Agent Portal within Microsoft Teams!
We are delighted to announce the launch of the Agent Portal within the Desk365 Teams Agent Bot, bringing all essential support features directly into your Teams environment.
May - 2024
May '24 Enhancements and Updates
We continue to enhance your Desk365 helpdesk experience with several recent product updates, including:
- Seamless Microsoft Sign Ins by removing popups.
- Tracking changes in Knowledge Base articles.
- Added Update Time to ticket exports.
- Color differentiation for private and public notes.
- ‘Include Previous’ for tickets created from Microsoft Teams.
April - 2024
Advanced Ticket Search
We’re pleased to announce the launch of an advanced ticket search feature in your Desk365 helpdesk. Now, you can effortlessly search through all aspects of ticket conversations, including private and public notes, contact names and emails, data from custom ticket fields, and even attachment file names, all from one convenient search box.
New AI-Powered Translation and Grammar Assistance
We’re excited to enhance the AI capabilities in Desk365 further by introducing new features to help you craft responses to tickets. Now, you can effortlessly translate your responses into various languages and rely on AI to ensure your grammar is spot on. These new additions complement our existing ‘rewriting’ functionality, broadening the ways we can assist you.
Mastering Version Control in Your Knowledge Base
We’ve rolled out a comprehensive system for managing article versions in your Knowledge Base. This feature allows you to effortlessly track modifications, compare various versions, and restore previous versions as necessary.
March - 2024
'Watchers' and Pausing SLA Timers!
Exciting News! Desk365 is revolutionizing your helpdesk experience with two powerful new features:
- Add ‘Watchers’ to tickets, streamlining communication among agents. Learn more.
- Pause SLA Timers based on ticket statuses, improving SLA accuracy. Find out how.
Dive into these updates now and stay tuned for even more transformative features!
Troubleshooting Email Deliverability Issues
We’ve simplified handling email delivery issues on your Desk365 helpdesk. A new “Email Deliverability” section in the Settings tab lets you quickly identify:
- Bounced Emails: Email addresses to which emails sent from Desk365 have been returned.
- Blocked Emails: Email addresses that have sent an excessive number of emails to your helpdesk, subsequently being blocked by Desk365.
Check it out in the Settings > Admin > Email Deliverability tab.
Contact Notifications via Teams
Say goodbye to one-size-fits-all notifications! Previously, end-users were locked into receiving updates based on the ticket’s creation channel. Now, they can take control and customize how alerts are received – through Email, Microsoft Teams, or both, for any ticket.
Preferences can be updated easily in the ‘My Profile’ section of the Support Portal or with a quick click on the ‘Notifications’ button in the Support Bot.
February - 2024
SOC 2 Type 2 Compliance
We’re thrilled to share that Desk365 has achieved SOC 2 Type 2 compliance, reinforcing our commitment to the highest standards of security and dependability. This significant achievement, coming less than five months after we received SOC 2 Type 1 compliance in October 2023, highlights our steadfast dedication.
Email Domain Verification with SPF
Until now, DKIM verification improved your Desk365 custom support emails’ inbox delivery. We’re excited to add SPF verification, enhancing DMARC compliance and further reducing spam filtering.
January - 2024
KB access restrictions and Time Entries in Automation
Our rock star engineering team is diligently working on new improvements to elevate your support experience. This week, we rolled out several updates enabling you to:
- Add Time Entries to tickets via automations.
- Configure access of Knowledge Base articles to all agents or to agents in specific groups.
Tasks to Do, Ticket Closures, and User Locale
We’re kicking off 2024 with several product updates that significantly improve your Desk365 helpdesk experience. You can now:
- Add ‘Tasks to Do’ to tickets via automations.
- Allow contacts to close their own tickets.
- Support multiple languages with your Desk365 Teams Support Bot.
Check them out today and stay tuned for more feature releases designed to elevate your support game throughout the year.
