A Quarter of Desk365 Product Updates

Ramya Balakrishnan
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Updated on : July 6, 2026 July 6, 2026

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Q2 was a busy quarter for the Desk365 team.

Between April and June, we shipped five product releases covering Asset Management, security, AI, search, automation, migrations, and many smaller improvements across the platform.

Some updates introduced entirely new capabilities, while others made existing workflows faster and easier. Together, they help support teams spend less time switching between screens, searching for information, and performing repetitive tasks.

Here’s a look at everything we launched during Q2.

Asset Management received its biggest update

Asset Management saw the largest set of improvements this quarter, making it easier to manage hardware, software, and related information from one place.

1. QR codes and barcodes

Every asset can now have its own QR code and barcode. Instead of manually searching for an asset, IT teams can simply scan the code to open the correct asset record instantly. This is especially useful during audits, deployments, and on-site support.

2. Link assets while creating tickets

Support agents can now associate assets with tickets while creating them. Having the hardware or software linked from the start gives support agents the context they need without having to search for it later.

3. Asset Management on mobile

Asset Management is now available on the Desk365 mobile app. Whether you’re working at a desk or walking around the office, you can view, update, and manage assets directly from your phone.

4. Easier product and vendor management

We also made several improvements that simplify day-to-day asset administration:

Faster product and vendor search
Create products and vendors without leaving your current workflow
Bulk software import improvements
Bulk editing for assets
Support for Non-Associated vendors

These updates reduce manual work and make maintaining asset information much easier.

Stronger security for every paid plan

Security was another major focus during this Q2.

We made Multi-Factor Authentication (MFA) available across every paid Desk365 plan, along with additional security controls, including:

Password policies
Recovery codes and
Session management

We also redesigned authentication settings so admins can manage portal security from a single location.

Better visibility into AI

As more teams started using AI in their support workflows, understanding how AI performs became increasingly important. So, this quarter, we introduced several improvements that provide better visibility into AI activity:

AI credit history
Conversation history
Contact details
Source references for AI responses

These additions help admins understand how AI is being used and where responses come from.

The chatbot also received several usability improvements including:

Dark mode
Expandable conversations
Automatic greetings for first-time visitors
A cleaner chat experience

We’re also actively working on our upcoming Teams AI Agent, which will bring AI-powered support directly into Microsoft Teams using the same knowledge base already available in Desk365. We’re looking forward to sharing more about that soon, but you can find more info about it here.

More language support

We expanded language support across Desk365 to help teams work more comfortably in their preferred language.

Support Portal now supports:

Malay
Urdu
Thai and
Polish

Support Bot supports UK English, European Portuguese, and Spanish (Spain).

We also added multilingual support for ticket activities in the Agent Portal, making it easier for global teams to collaborate and manage tickets in their preferred language.

Other improvements across the Desk365 helpdesk

Alongside the larger releases, we also made the below improvements across the platform.

Choose exactly which channels are allowed to create tickets.
Build more flexible workflows with enhanced automation options.
Find tickets faster using exact phrase search, wildcards, and advanced search operators.
Control ticket editing with the new ‘Can Edit Ticket’ permission.
Automatically send survey notifications to the right recipients.
Search and find contacts more quickly.
Display time in a 24-hour format based on your preference.
Migrate to Desk365 more easily with new migration APIs that help preserve conversation history.

For a closer look at each of our product releases, check out our individual product update blog posts for April – Phase 1, April – Phase 2, May, June – Phase 1, and June – Phase 2.

Thank you to every customer who shared feedback, requested features, and helped shape these releases. Your suggestions continue to influence what we build next.

We’re already working on the next set of improvements, including our upcoming Teams AI Agent, and we’re excited to share more in the coming months.

If you’re already using Desk365, we hope these updates make your daily work easier. And if you’re new to Desk365, now is a great time to explore everything that’s been added over the past quarter.