At Desk365, we love launching new features. What we love more is upleveling existing features so they’re constantly evolving to meet our customers’ needs. This week, we’ve launched three improvements to the Desk365 platform. Let’s get right in to it.Â
UI Refresh: Phase 2
If you’ve been following our launches, you know we gave a fresh new splash of color and added functionality to the Desk365 portal. The UI refresh has been happening in phases and this week we’re excited to move into the next phase of launch.Â
This week, within ‘All Tickets’ page and ‘Ticket details’ page you’ll see the columns being made resizable. Simply drag and drop the columns so you can adjust the screen to your preferences.Â
Similarly, within the ticket page. You can drag and drop both the ‘Ticket properties’ column and the ‘Contacts column’. You could even entirely collapse the contact details column to make the ticket details more readable. This way you can remove all distractions and focus on simply solving the ticket.
Your portal will retain your preference and always load in the column widths you choose – until you customize it to look different.
The color coded icons – New Tickets and Customer responded – have been updated within this release to a single purple color. This helps to avoid confusion related to multiple statuses and improves clarity and visibility.
AI Agent
Earlier this year we launched the Desk365 AI agent that uses all your historical ticket data to automatically come up with contextual, and helpful responses to new tickets. This helps agents save time, find the right answers, and customize them in the tone and personality that’s right for your business.Â
With this release AI agent takes into account all the data from your knowledge base as well making its responses more comprehensive and referenceable. The answers the AI agent now generates will carry a link to the Knowledge Base article if appropriate.Â
For now, by default, the AI agent will capture all data from your tickets and your KBase. You can customize this within settings to include or exclude the the data source for the AI agent.
ePHI fields within dropdown with sections
In an era where data breaches are increasingly common, protecting sensitive help desk information is a top priority. Desk365 is HIPAA, SOC2 Type 2, and GDPR compliant. So, offering robust field-level encryption to keep confidential data secure is an important task for us. Â
While you could always capture ePHI fields within forms as single-level fields, you can now enable ePHI fields within dropdown with sections. With this release, you can encrypt responses even within a specific section in a form by adding ePHI fields inside the section.Â
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There you have it, this week’s releases captured in a nutshell. Looking for more details? Read more within our helpdesk. Ready to try the features out? Login now. Haven’t tried Desk365 yet, sign up for a free trial. Â
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