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: Configure Automation Rules in Desk365

Automation rules in Desk365 help you define a workflow with a predefined set of actions that have to occur during Ticket Creation as well as during Ticket Updates. These actions can be triggered based on specific ticket or account properties and updates that happen to them. With the ability to

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A Beginner’s Guide to Microsoft Power Automate (2023)

In today’s fast-paced and technology-driven world, it’s crucial to be as efficient as possible to keep up with the demands of work and life. Microsoft Power Automate, previously known as Microsoft Flow, is a powerful cloud-based service that provides a solution for automating repetitive and time-consuming tasks, streamlining workflows, improving

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Desk365 now with Right-To-Left (RTL) language support

We’re thrilled to inform you that Desk365 now offers Right-To-Left (RTL) language support, enabling support agents to provide enhanced customer assistance to end-users who primarily use RTL languages such as Arabic, Hebrew, Urdu, Persian, and more. At Desk365, we understand how important it is to communicate with customers in a

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How To: Use Reports in Desk365

As a modern helpdesk solution, Desk365 offers a range of features designed to help businesses manage customer enquiries and support requests efficiently. One of the key aspects of Desk365 is its robust reporting module, which provides users with valuable insights into their support operations. Desk365 offers three types of reports:

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Using Original Contact as Ticket Requester in Teams

Desk365 streamlines conversational ticketing for Microsoft Teams, making it effortless for support agents to create tickets from incoming messages using the Desk365 Teams Support Bot. Previously, if an agent created a ticket from Teams Chat and Public Channels on behalf of another user, the ticket would be created but it

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Using original sender as ticket requester in agent forwarded emails

Support agents who have established personal relationships with customers often receive a high volume of support-related emails and feedback in their personal inboxes. As a support agent, it is crucial to monitor support-related emails that are sent to your personal inbox to ensure that you do not miss any important

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How To: Use Nested Dropdown fields

The Nested Dropdown is ideal for organizations with more complex workflows and the need for several dropdown options to be selected before arriving at the final choice. These fields allow you to create a hierarchy of options within a dropdown menu, allowing users to drill down and select a specific

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How To: Use Dropdown with Sections Field in Desk365 Using Desk365, you can create any number of ticket fields that can be used in ticket forms. You’ll find two ticket field types in Desk365: Single level and Multi-level. Single Level Fields: These are fields that have a single level of hierarchy like Dropdown, Text Input, Date, Number etc.

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How To: Configure Ticket Properties

When working in a helpdesk software, it’s important to have access to the right information at the right time. Before today’s feature upgrade, all groups within an organization could see all ticket fields, regardless of whether they were relevant to them. However, not all information is relevant to every team

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