At Desk365, it’s often the subtle changes that make a world of difference to how your team works day to day. Beginning this month, we’ve rolled out a series of thoughtful enhancements aimed at simplifying your ticketing workflow, improving visibility, and giving you more control over how support data is shared and tracked. Whether you’re forwarding a ticket, analyzing how long it sits in a particular status, or just cleaning up fields, these improvements are all about helping you work smarter — not harder.
Here’s what’s new this month:
Get a clearer view with average time spent in each ticket status
We’ve made a valuable addition to the Productivity Reports with the new ‘Average Time in Status Report‘, allowing you to analyze how long, on average, your tickets are spending in each status. Whether tickets are stuck in “Open” for too long or moving quickly through “In Progress,” this new level of insight helps you identify bottlenecks and optimize your response workflows.
You can filter the data in hours, days, or minutes, depending on your reporting needs. There’s also flexibility to exclude tickets without SLA policies or apply business hours where applicable. And yes, the report is downloadable just like other performance reports.
You can also export individual ticket-level data from the Ticket Trends report with time spent in each status. This new addition makes it easier to analyze how specific tickets moved through different stages, offering deeper context behind your support trends and helping identify workflow inefficiencies.
Forwarded messages are private by default
With this update, forwarded messages are automatically treated as private notes. That means only agents and team members can see them, keeping your internal collaboration invisible to the customer. It’s a small but important change that ensures cleaner conversations and protects sensitive context that should stay behind the scenes.
Explore the key functions and actions every agent should know on the ticket details page.
Identify the ticket creator right from the support portal
You can easily see who submitted a ticket in the support portal with the “Contact” column added to the ticket list. This column displays the name and email address of the person who originally created the ticket, making it easier for agents to get context at a glance, without opening each ticket.
This is especially helpful when you’re filtering by “Tickets shared with me”, where multiple users may have access to the same ticket. It improves clarity and enhances collaboration across teams.
To enable this column, head to your Agent Portal and navigate to:
Settings > Channels > Support Portal > Ticket List Columns, then add “Contact” to your view.
Easily clear ticket field values
Cleaning up ticket data or resetting selections just got easier. You can clear selected values in the dropdown or custom ticket fields by choosing the hyphen (“-”) option. This makes it faster to undo incorrect selections or clear out fields during reassignment or workflow transitions.
Date fields can also be edited or cleared manually, giving you even more flexibility when managing ticket metadata. This feature is available for dropdowns that don’t require text input and helps keep ticket information accurate and relevant as the ticket progresses through its lifecycle.
While none of these updates are flashy on their own, each one solves a real pain point for support teams, whether it’s preserving privacy, making reporting more insightful, or streamlining how agents interact with ticket data. These enhancements are part of our ongoing effort to remove friction from the support process and give your team the tools they need to be more efficient every day.
We’d love to hear how these updates work for your team. If you have any questions or suggestions, feel free to reach out to us. And if you’re new here, start your 21-day free trial and explore what Desk365 can do for your support operations.
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