Here at Desk365, we think the best way to wrap up Q2 2025 is by launching new features and making our helpdesk even more flexible. In this second push of our June 2025 product updates, we’re rolling out a mix of brand-new features and enhancements that boost usability, visibility, and control.
From custom dashboards, smarter real-time alerts, web widget styling & improved ticket exports these updates are all about giving you more clarity and customization.
Let’s dive in and take a closer look at what’s new.
1.
Create and manage multiple home tab dashboards in Desk365
Until now, your Desk365 home tab displayed a single system-defined dashboard for all agents. While this default view gave you helpful insights like ticket stats, tasks, and average response times, we saw room for an upgrade, especially for teams with different goals or workflows.
You can now create multiple dashboards tailored to individual roles, groups, or even your personal workflow.
What’s new:
- Customization: Drag and drop what you see in your home tab. Choose from a variety of dashboard panels like Tickets, Knowledge Base, Survey Responses, Average Times, and more.
- Multiple dashboards: Plus plan users can create up to 5 dashboards.
- Role-based access control: Admins can grant dashboard creation access via Settings → Admin → Roles.
- Access-based visibility: Dashboards can be made visible to:
– All agents
– Specific groups (e.g., HR, Support Tier 1)
– Just yourself (private dashboards)
Click here to learn more about creating multiple home tab dashboards.
2.
Enhanced real-time alerts
Desk365’s real-time alerts already kept your agents in sync with updates like new tickets, ticket updates, and spam actions. Without clear context, agents had to open tickets just to understand what had changed.
With this update, all real-time alerts now include the ticket number and subject—so your agents can instantly grasp what the alert is about.
What’s improved:
- Ticket pop-ups now include messages like:
– “1 New Ticket – #4321: Unable to login”
– “1 Ticket Updated – #5678: Payment failed error”
This makes it faster to triage, prioritize, or take action without losing time clicking into every alert.
- You’ll also see a refresh button when a ticket is created or updated —click it to instantly reload your view and stay up to date with the latest ticket activity.
3.
Customize your web widget appearance
Your support widget is often the first touchpoint customers have with your brand, so it should reflect your style and design guidelines.
With our latest update, you now have more control over how your web widget looks, ensuring it integrates seamlessly with the rest of your website’s design.
Easily customize the widget’s theme color using a hex code or the built-in color picker. Your selected color will be applied to:
– The widget icon
– Buttons inside the contact form
This makes it easy to align the widget with your brand’s primary color palette.
These visual improvements ensure the widget looks clean, accessible, and on-brand—no matter what kind of page it appears on.
This update is purely visual. The dark background toggle itself remains unchanged, but the before/after styling of the widget container has been enhanced for a more modern, cohesive feel.
Learn more about creating a ticket via web forms/web widgets
4.
More flexible ticket exports in the support portal
Previously, ticket exports from the support portal relied on the columns selected in the ticket list and ticket properties view.
Now, exports are based on explicitly selected export fields, giving your team greater control over what is shared.
How it works:
- Navigate to Settings > Channels > Support Portal > Export Fields
- Click Change to manually choose which ticket fields should be included in the export fields. Ticket fields you move to “Selected Fields” will appear in the export file
Learn more about exporting tickets from the support portal.
5.
Smarter search with filters
You can now use filters directly within the search view to narrow down ticket results more precisely. Apply filters like status, priority, type, group, and more while searching to quickly find the tickets that matter most.
Once you’ve filtered your results, you can also export the list, making it easy to analyze or share the data.
This update helps you work faster and stay focused, especially when dealing with high ticket volumes.
These updates in our end of quarter release are all about putting more control in your hands—whether it’s how you visualize your helpdesk data, how quickly your team can act on real-time updates, how your widget appears on your site, or how ticket data is exported and shared.
With custom dashboards, context-rich alerts, visually enhanced widget styling, and more flexible exports, Desk365 continues to evolve into a more powerful and personalized support platform for modern teams.
As always, we’re listening closely to your feedback and continuously working to make Desk365 faster, smarter, and easier to use.
Got questions or want a walkthrough of the new features? Sign up for a demo and we’ll show you how Desk365 can elevate your support operations.
Stay tuned for more exciting updates coming soon!
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