What’s new this October in your helpdesk.
We’ve rolled out a fresh batch of improvements and features to make Desk365 even more powerful, intuitive, and efficient. From enhanced approvals to multilingual support, here’s everything you need to know about this week’s updates.
1. Your support portal, now in 25 languages
Your customers can now experience your Support Portal in 25 different languages, making it easier than ever to deliver localized support experiences.
We’ve also made it simpler to manage these settings, the Language Configuration has now been moved to its own Languages section under Admin in your agent portal settings.
From here, you can:
- Set a default language for your support portal.
- Enable multi-language support, allowing users to switch between available languages during their session.
See multilingual support in action on your portal
Once multi-language support is enabled, your customers will be able to choose their preferred language directly from the support portal interface.
A language selector will appear on the top-right corner of your portal, allowing users to instantly switch between available languages without leaving the page.
The entire interface — including menus, navigation items, and system text will update instantly to reflect their selection.
Learn more about configuring your customer support portal.
2. Improved approval process
Approvals just got a lot more flexible.
You can now add contacts as approvers, not just agents. This means customers or external stakeholders can review and approve requests directly within Desk365.
To make things easier, you can differentiate between agents and contacts using the icons shown while configuring your approval process and on the ticket details page.
You can also configure approval notifications for contacts. Contacts added as approvers will receive an email notification right away.
These notifications are sent automatically whenever an approval request is created, canceled, granted, or rejected. A reminder can also be sent if approval is pending.
Note: Microsoft Teams notifications are instant and system-generated, while email notifications can be fully customized using your preferred templates.
Learn more about change and approval management in our help center.
3. Bulk reply
We’ve made replying to multiple tickets faster and simpler.
You can now select multiple tickets and send a bulk reply in one go.
Here’s how it works:
- By default, the “From” address is auto selected based on each ticket’s group.
- If a group has a secondary email address configured, that can be used to send the reply.
- If not, the primary support email address can be used.
You can also choose to include CCs from the latest conversation in your bulk reply and decide whether to add all past conversations from the ticket
Explore more functions and actions within the tickets list page.
4. Automation updates
We’ve added a couple of powerful enhancements to automations:
- When sending an email using the “Do Action – Send Email” option, you can now include attachments added when the ticket was created or add a custom attachment.
- For the “Notify Agent” do action, you can now edit and insert placeholders to the email template used for notifications.
Microsoft Teams notifications for these events will continue to be instant and system generated.
5. Knowledge base cleanup
Keeping your knowledge base organized just got easier.
You can now delete all items in the trash in one click. No more clearing articles one by one.
Explore more about building your knowledge base.
6. Ticket activities
It’s now easier to track every change in your tickets.
- Any change made to custom ticket fields will now appear in the ticket activities section.
- For default fields, you’ll now be able to see exactly what changed along with who made the update. For example, Rachelle changed the ticket priority from Medium to High.
Additionally, when two tickets are merged, the Ticket Activities section records this action as well, ensuring full transparency. You’ll notice one of the following messages depending on which ticket you’re viewing:
- Rolf merged the ticket #261 into this ticket. — This means you’re viewing the primary ticket, which remains open and now includes all conversations and details from the merged (secondary) ticket.
- Rolf closed and merged this ticket into #262. — This indicates that the ticket you’re viewing is the secondary ticket that was merged and closed.
These activities provide a complete audit trial and greater transparency when multiple people are handling the same ticket.
Explore more about using the ticket details page here.
7. API enhancement
For teams using the Desk365 API, there’s a new addition, the knowledge base article URL is now included in API responses. This means your integrations or custom apps can directly access and display KB article links without any extra steps.
That’s all for this week’s updates!
From smarter approvals and cleaner KB management to multilingual support and automation improvements, these updates are all about making your workflow smoother and more flexible.
We encourage you to explore these new features inside your helpdesk and see how they can make a difference to your team’s productivity.
If you’re not using Desk365 yet, now’s the perfect time to give it a try.
Start your 21-day free trial and experience a modern, efficient, and collaborative helpdesk built for today’s teams.
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