How Tos

How to do specific tasks in Desk365

Updates & News

Release notes and product updates

Getting Started

Setup guides that help you get started.

How to Customize the Home Tab in Desk365

The Home Tab in Desk365 is useful to get a bird’s eye view of the overall performance of your helpdesk. Till date, this dashboard view was fixed and couldn’t be customized. But, as more customers reached out to us to add options to the Home Tab to measure different sets

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How to Create a Custom Ticket View

Custom Views helps to organize your tickets better by grouping them into lists based on a defined set of criteria. For example, you can create a view for open tickets that are assigned to you, a view for tickets with specific SLAs applied to it, a view for tickets coming

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Customizing Ticket Statuses

https://www.youtube.com/watch?v=tWdwZkgPLY4 A support ticket will go through multiple teams and support agents during its lifecycle. Each of the teams and agents working on the ticket perform multiple operations on the ticket, from replying to the customer to adding additional notes and updating ticket properties, before assigning the ticket to another

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Product Updates – September 03, 2022

We’ve rolled out several new awesome & exciting updates this week. They include the ability to have your own custom ticket statuses, multi-brand knowledge base, additional options to sort tickets, customization options in the agent web app header section, SLA based filter options, and minor bug fixes. Let’s take a

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IT Support Levels: How L0, L1, L2, L3, L4 Support Tiers Work

There is a famous age-old business mantra “Customer is King” and that sums it up. Customers usually have high expectations from the support team. And it’s a no-brainer responding to their questions immediately and resolving their issues can have a positive impact on your business. But it’s not always as

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Product Updates – August 20, 2022

We’ve rolled out several new awesome updates this week. Updates include new formatting options in the Text Editor, select column choices in the Support Portal, a new automation rule to Email Contacts, Ticket Activities List for individual tickets, new charts in Productivity reports, and minor bug fixes. Let’s dig into

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How to Use Microsoft Teams as a Help Desk

https://www.youtube.com/watch?v=TbIbdCdn6_A According to this Business of Apps article, the number of active users using Microsoft Teams saw a huge rise during the pandemic from 75 million in April 2020 to 270 million users in 2022, growing by a percentage of about 260%. Teams also outperformed Slack’s 18 million active users

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How to Configure Customer Support Portal

https://www.youtube.com/watch?v=PIOGQUTTe-E Giving customers fast, and immediate answers will help in improving customer satisfaction and make the brand stand out. What is a Customer Support Portal? A customer support portal is a self-serve, web-based online portal where your contacts can create tickets, check on the status of previously created tickets, view

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How To: Set Up Forwarding Rules in Office365

A key part of setting up your own custom support emails with Desk365 is making sure you’ve set up the correct forwarding rules so that emails sent to your custom email are forwarded to Desk365. In this article we’ll go over how to do this in Office365. Forwarding Email Address

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How To: Configure SLAs and apply them to tickets

https://www.youtube.com/watch?v=4YjzTpgRKYo Based on valuable customer feedback, we’ve revamped the SLA module, making it easier to configure and use. In this article, let’s go through some of the concepts and show you how to configure SLAs so that they can be easily applied to any ticket.  No SLA Policy When you

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