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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 use Read Only Text Field in Desk365

https://www.youtube.com/watch?v=6XZ_6cYcJKw Using Desk365, you can create any number of custom ticket fields that can be included in ticket forms. There are ‘Default’ ticket fields like Subject, Priority, Status, Type, and more that are already part of Desk365. Other than the ‘Default’ fields you can also add customized fields that are

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How to change the language in the Desk365 Teams Support Bot

Yes, you’ve heard it right. Now, you can customize the Desk365 Teams Support Bot and make it appear in your native language. It’s now possible to change the language that you prefer in the bot, so that all items use the selected language (like ticket fields, ticket buttons). Steps to

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How to Create a Custom Role

https://www.youtube.com/watch?v=CXVSKjZczM8 Roles are used to configure how your support team members can access Desk365. For example, you may want new members of your team to just have access to view the tickets and maybe add notes to them, but not respond to support requests. Roles can be configured for different

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How to Customize the Desk365 Teams Support Bot

Desk365 Teams Support Bot is used by your Contacts (customers/users/end-users/employees/students) to create tickets, check on statuses, and respond to agents all from within Microsoft Teams. At Desk365, we deeply listen to our customers, and we have rolled out a slew of enhancements to the Teams Support Bot this week. The

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How to Create Custom Ticket Forms

https://www.youtube.com/watch?v=6JIk418oA_w In Desk365, you can create and use multiple custom ticket forms according to your own needs.  A ticket form is a set of predefined ticket fields for a specific service request. For example, you might need to collect different information for different workflows and having the same form for

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How to Customize the Home Tab in Desk365

https://www.youtube.com/watch?v=XlNxe6KdXyQ&t=3s 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

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How to Create a Custom Ticket View

https://www.youtube.com/watch?v=wuTnxfIrMe4 Custom Views help you to organize 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

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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 portal 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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