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 a Custom Ticket View

https://www.youtube.com/watch?v=wuTnxfIrMe4 Custom Views help you to organize tickets better by grouping them into lists based on a defined set of criteria. For example, you can create a view for open tickets that are assigned to you, a view for tickets with specific SLAs applied to it, a view for tickets

Read More »

How To: Customize Ticket Statuses in Desk365

https://www.youtube.com/watch?v=tWdwZkgPLY4 A support ticket will go through multiple teams and support agents during its lifecycle. Each of the teams and agents working on the ticket perform multiple operations on the ticket, from replying to the customer to adding additional notes and updating ticket properties, before assigning the ticket to another

Read More »

Product Updates – September 03, 2022

We’ve rolled out several new awesome & exciting updates this week. They include the ability to have your own custom ticket statuses, multi-brand knowledge base, additional options to sort tickets, customization options in the agent web portal header section, SLA based filter options, and minor bug fixes. Let’s take a

Read More »

IT Support Levels: How L0, L1, L2, L3, L4 Support Tiers Work

The well-known business axiom “Customer is King” effectively summarizes the importance of prioritizing customer satisfaction. Customers usually have high expectations from the support team. And it’s a no-brainer responding to their questions immediately and resolving their issues can have a positive impact on your business. But it’s not always as

Read More »

Product Updates – August 20, 2022

We’ve rolled out several new awesome updates this week. Updates include new formatting options in the Text Editor, select column choices in the Support Portal, a new automation rule to Email Contacts, Ticket Activities List for individual tickets, new charts in Productivity reports, and minor bug fixes. Let’s dig into

Read More »

How to Use Microsoft Teams as a Help Desk

https://www.youtube.com/watch?v=TbIbdCdn6_A According to this Business of Apps article, the number of active users using Microsoft Teams saw a huge rise during the pandemic from 75 million in April 2020 to 270 million users in 2022, growing by a percentage of about 260%. Teams also outperformed Slack’s 18 million active users

Read More »

How To: Configure Customer Support Portal

https://www.youtube.com/watch?v=PIOGQUTTe-E Giving customers fast, and immediate answers will help in improving customer satisfaction and make the brand stand out. What is a Customer Support Portal? A customer support portal is a self-serve, web-based online portal where your contacts can create tickets, check on the status of previously created tickets, view

Read More »

How To: Set Up Forwarding Rules in Office365

A key part of setting up your own custom support emails with Desk365 is making sure you’ve set up the correct forwarding rules so that emails sent to your custom email are forwarded to Desk365. In this article we’ll go over how to do this in Office365. Forwarding Email Address

Read More »

How To: Configure SLAs and apply them to tickets

https://www.youtube.com/watch?v=4YjzTpgRKYo One crucial aspect of providing exceptional customer service is ensuring that Service Level Agreements (SLAs) are configured and applied to tickets appropriately. This article will guide you through the process of configuring SLAs in Desk365 so that they can be easily applied to any ticket.  No SLA Policy When

Read More »

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

Read More »

By using this website, you agree to our use of cookies. We use cookies to provide you with a great experience and to help our website run effectively.