How Tos

How to do specific tasks in Desk365

Updates & News

Release notes and product updates

Getting Started

Setup guides that help you get started.

How To: Create and Send Customer Surveys

https://www.youtube.com/watch?v=Z-CaRduOO3Q Getting timely feedback from your customers as they interact with your support team is imperative to understand and improve your customer experience. And, the best way to get timely feedback is to send out surveys whenever a ticket is resolved or closed. With quantifiable data from these surveys you

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How To: Track time spent on tickets

Tracking time spent on tickets is critical for any helpdesk. Desk365 makes it easy to log time spent on tickets and to report on them. To start tracking time spent on a ticket, look for the ‘Time Entries’ section in the Ticket Details page. Add Time Entry: Click the ‘Add

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How To: Configure Custom Support Emails

When you create a Desk365 account we provide you with a default email ID,  support@yourdomain.desk365.io. This will work as a default support email for your support team. Any email sent here will automatically be converted into tickets.  If you would rather use your own custom support email, like support@yourdomain.com,  you

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Desk365 Support Bot Updates

https://www.youtube.com/watch?v=TbIbdCdn6_A Today, we released a major upgrade to the Desk365 Support Bot for Microsoft Teams. If you’ve installed the Support Bot, you’ll need to uninstall it and re-install the new version. Installing is easy and you’ll find step by step instructions here.  Now, let’s dive into the new updates: Create

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Product Updates – April 23, 2022

A couple of enhancements were made to the Desk365 platform this week. Let’s look at them in more detail: Settings access for Group/Department Managers: Giving your Group/Department managers access to the Settings tab helps them create their own group level automation rules, canned responses and so on. However, it also

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How To: Add custom fields to the Create Ticket form

You can customize the Create Ticket forms by adding custom ticket fields that work for your specific needs. To get started, go to the Settings > Admin > Ticket Fields tab in your Desk365 helpdesk. There are two types of custom fields: 1. Single Level Fields: These are fields that

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Product Updates – April 02, 2022

Our rock star engineering team continues to rapidly add features and enhancements based on customer feedback. Let’s dig into this week’s updates: Custom Ticket Fields in Automation Rules All your custom ticket fields can now be used to trigger automation rules. Let’s say you’ve added a date field to your

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Release 2.2.4 Updates – March 26, 2022

This week’s updates include a brand new ticket field, some more enhancements and some bug fixes. Nested Dropdowns We’ve added one more customizable ticket field to our already comprehensive list of fields that you can add to your ticket forms. The Nested Dropdown is perfect for organizations with more complex

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How To: Customize the Create Ticket form

Creating tickets to raise a support request is usually the first experience your users have with your support team. Let’s see how you can configure a Create Ticket form in Desk365 that makes it easy for your users to raise a ticket with fields that make sense for your support

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Release 2.2.3 Updates – March 19, 2022

This week’s release further expanded your ability to customize the Desk365 platform to suit the needs of your helpdesk: Allow Support Portal access to Signed in Users: Now, you have the ability to choose who can create tickets and view the status of those tickets from the Support Portal. The

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