Now that Halloween is done, it’s that time of the year to gear up for Thanksgiving, Black Friday, Christmas, and more! The season of festivity is around the corner, and here at Desk365, that means new features, new releases and upleveling our product. We release new features or enhancements twice a month. This release brings in thoughtful enhancements to help your team save time and stay organized. From export tracking to refined notifications, Round Robin triggers, and a brand-new API channel, these updates are all about giving you more control and clarity in how your helpdesk runs.
Here’s a closer look at what’s new this month.
1.
Exports tab to view your export history
We’ve added a brand-new Exports tab under the Admin section to give you visibility into all export activity related to tickets, contacts, and companies.
Here you can:
- View all exports from the past seven days
- Sort the exports by type and date
- Download the file
Plus, within Roles > Settings > Settings and Reports, you can manage access to the exports tab. Only roles that have this checked will be able to access the Exports Tab.
Learn more about exporting tickets from Desk365.
3.
Round Robin automation triggers
Round Robin assignments just got smarter. You can now automate actions after a Round Robin assignment using the new Round Robin Triggers in Automation. This feature is available exclusively on the Plus Plan, which helps automate follow-up workflows or send notifications once tickets are distributed.
Learn more about automating ticket assignment with Round Robin.
2.
Filter tickets by agent mentions in notes
Agents can now filter tickets based on where they’ve been mentioned in private and public notes.
This makes it easier to find tickets that require your attention, even if you weren’t the original assignee.
A small but powerful productivity boost for collaboration-heavy teams!
Learn more about working with the ticket list page.
4.
Improved notifications – Reply & Close + Merged Ticket
We’ve enhanced contact notifications to give you more flexibility and control over your communication templates.
Reply & close notifications – The reply & close notification was previously system-generated, but you can now edit and customize the message template. Personalize it with placeholders, tailor the tone, and ensure clear communication when agents reply and close a ticket in a single action.
You can also preview both templates, the standard ticket closed notification and the reply & close version, to see exactly how each will appear to requesters.
Merged ticket notifications – The ticket merged notification has also been made fully editable. When two tickets are merged, requesters are automatically informed, with both ticket numbers, subjects, and a link to the primary ticket included. You can now modify this template to better match your team’s messaging style.
Learn more about configuring contact notifications.
5.
API as a new channel
Tickets created through the API now appear under a dedicated ‘API’ channel, instead of being grouped with Support Portal tickets.
Here’s what’s new:
- You can now filter tickets by the API channel.
- The form name in your API payload is optional. You’ll have the option to select a form from the list of Agent Portal ticket forms. If no form is selected, Desk365 will automatically use the default Agent Portal ticket form.
- The API channel is now integrated across Automations, Reports, and Ticket Activities.
This makes tracking and managing API-generated tickets more transparent and organized.
That’s it for the first round of November updates! Curious what we launched before? See all past product updates here.
Stay tuned, we have more exciting improvements coming soon to help you automate, simplify, and scale your customer support operations.
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