Month beginnings are busy at Desk365, because that’s when we’re releasing new features and improvements. From editing announcements and personalizing your Support Portal, to smarter ticket exports, better time tracking, and more control over ticket form visibility, this release gives you the tools to deliver faster, cleaner, and more consistent support.
Let’s dive into what’s new and improved this month:
Enhancements to the support portal experience
1. New portal layout
We’ve given the Desk365 support portal a fresh new look and feel! You’ll now see a more intuitive ‘Create Ticket’ dropdown and a redesigned Tickets page for easier navigation. These improvements are all aimed at making the portal more user-friendly and efficient for both customers and support teams.
And that’s not all, we’ve also rolled out several new features and configuration options to give you even more control over your portal’s appearance and functionality.
2. Custom backgrounds for sign-in & sign-up pages
Branding matters. Now you can add a custom background image to the sign-in and sign-up pages of your Support Portal. It’s a simple way to create a more cohesive, on-brand experience for your users from the very first touchpoint.
Learn how to configure your customer support portal in Desk365
3. Control ticket form visibility
Need to hide or reveal a ticket form in the Support Portal? We’ve made it easy. When editing a ticket form, use the visibility option to decide whether it should appear in the ‘Create Ticket’ dropdown.
This is perfect for:
- Forms meant only for internal or specific users
- Temporarily disabling forms during updates or maintenance
- Keeping the interface clean and relevant for end-users
Learn more about creating custom ticket forms in Desk365
Plus, we’ve introduced a ticket export feature that gives your customers even more control over their support experience—explained below.
Export enhancements
1. Export tickets from the support portal
Your customers can now export tickets directly from the Support Portal, making it easier for them to keep records, share updates, or follow up on requests. It’s another small feature with a big impact on customer convenience.
Learn more about exporting tickets from the support portal
2. Filter by 'Time Entry Started Time'
We’ve also added a new filter to time entry exports: “Time Entry Started Time.” This allows support managers or agents to generate more focused reports by narrowing entries to a specific time window, offering a clearer view into productivity and support load distribution.
Learn more about exporting tickets from Desk365
3. Track ticket engagement with conversation count
We’ve added a new field—”Number of Conversations”, to ticket exports. When selected, your CSV file will now include the total count of ticket conversations, including replies, responses, private notes, and public notes. This is especially useful for analyzing ticket complexity and understanding how much interaction each request required, helping inform future support strategies and team training.
Enhanced time entry capabilities
More precise time tracking with time input. Desk365 now allows agents to input specific time along with the date in time entries. Previously, agents could only log the date; now, you can log exact hours and minutes spent on a ticket. This makes time tracking more accurate, especially for detailed SLA compliance, internal billing, and resource planning.
Edit announcements anytime
No more last-minute panic after publishing an announcement! You can now edit announcements that are either active or scheduled. Whether you need to update the title, tweak the description, change the timing, or adjust visibility settings, it’s all just a click away.
Here’s what you can edit:
- Title
- Description
- Schedule
- Visibility
- Display preferences
Learn how to create and send announcements in Desk365
New placeholders: Watchers and Share To lists
We’ve introduced two powerful new placeholders—”Watchers List” and “Share To List”. These placeholders ensure that updates are automatically sent to everyone who needs to stay in the loop, improving collaboration across teams. Whether it’s internal stakeholders or cross-functional departments, this ensures visibility where it matters.
Learn more about the watcher feature in Desk365 and how to share tickets with specific contacts.
Smart brand signatures with dynamic placeholders
Personalize your support communication even more by using the newly added dynamic placeholders in your brand signature. Now, you can include:
- Signed In Agent Email
- Signed In Agent Name
This adds a human touch to every email your customers receive, clearly showing who is assisting them while reinforcing brand professionalism.
Learn more about adding signatures in your helpdesk
These updates are all about giving you more control and smoother operations. As always, we’re excited to keep improving and bringing you the best in customer support. Not a customer and want to see these features in action? Sign up for a free trial here.
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