At Desk365, we’re all about helping you work faster, stay organized, and deliver stellar support experiences. Over the past few releases, we’ve introduced powerful features like multiple Home Tab dashboards, ePHI fields within dropdown sections, enhanced real-time alerts, smarter search with filters, AI-powered knowledge base generation, and a lot more.
Now, we’re taking things up another notch with fresh updates that make your ticketing, reporting, and global support even smoother. Let’s dive in.
1.
A more flexible ticket list view
Resize ticket columns
Your Ticket List View is now Your Ticket List View. You can resize ticket columns to suit your workflow — and the best part? Your custom column widths will stay saved even after you log out or refresh the page.
This means no more readjusting columns every time you log back in. Just drag the borders and organize your workspace exactly the way you want.
Collapse and expand views & filters
You can now collapse or expand the Views panel (on the left) and the Filters panel (on the right) whenever you want. This helps you create more space for ticket details when needed, or quickly pull up filters and custom views when you’re digging into specific issues.
2.
Load more conversations in ticket details
Ever had a ticket that feels like an epic saga with too many back-and-forth replies? We’ve got you covered. With the new ‘Show More Conversations’ option in the Ticket Details page, you can load past conversations in chunks of 50 messages.
What’s even better — you can choose how these conversations appear:
- Latest first for a quick glance at recent updates.
- Earliest first when you want to revisit the full ticket history.
Perfect for tackling long-running tickets with multiple follow-ups.
3.
Two new dashboard cards: Tickets by Agent & Priority
A few weeks ago, we introduced multiple Home Tab dashboards, giving you the flexibility to customize views for different roles or departments. Now, we’re adding two new cards that take visibility to the next level:
- Tickets by agents – See exactly how tickets are distributed across your support team. Quickly spot if someone’s overloaded and balance the workload.
- Tickets by priority – Identify critical issues at a glance and prioritize faster.
Both cards include built-in filters, and you can click on any section of the chart to jump directly into the relevant ticket list.
4.
AI & Teams Bot: 8 new languages added
We’re continuing to expand AI-powered global support. The Desk365 Teams Support Bot and Draft with AI feature now support 8 additional languages:
- Ukrainian
- Turkish
- Romanian
- Thai
- Khmer
- Malay
- Finnish
- Slovenian
Whether your team is multilingual or supporting a global customer base, this update makes it easier than ever to work across borders – now in 30+ languages.
These updates build on the momentum of our recent releases like multiple dashboard tabs and enhanced AI features, and we’re not slowing down. Expect more in the upcoming releases.
All these updates are live — just log in and start exploring! From customizable ticket views to smarter dashboards, we’re making Desk365 work your way.
Not using Desk365 yet? Try it free and see why support teams love the balance of simplicity, power, and constant innovation
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