Desk365 Product Updates: Maximizing Efficiency and Collaboration

In today’s fast-paced world of customer support and ticket management, having the right tools can significantly impact efficiency and collaboration. Desk365 stands out with its array of robust features designed to streamline workflows and foster teamwork within organizations. In this article, we’ll explore nine key features of Desk365 and examine how each one can enhance your ticketing experience. 

Watcher Feature

The Watcher feature in Desk365 serves as a cornerstone for transparent communication and collaboration among team members. By designating agents as Watchers on specific tickets, Desk365 ensures that relevant stakeholders stay informed about ticket updates, replies, and comments in real-time. This promotes accountability, reduces response times, and enhances overall team efficiency. 

With the ability to add up to 10 agents as Watchers to a ticket, Desk365 empowers teams to involve the right individuals at the right time, minimizing delays and maximizing productivity. Additionally, the integration of Watcher notifications via Email and Microsoft Teams ensures that agents never miss critical updates, even when they’re away from the platform. 

Moreover, Desk365’s Watcher feature extends beyond manual interactions to include automated actions, ensuring that Watchers are notified about relevant activities and updates triggered by automations. By providing a comprehensive overview of ticket history and developments, Desk365 enables Watchers to contribute effectively to ticket resolution, fostering a culture of collaboration and accountability within the team. 

Learn more: Understanding the Watcher Feature in Desk365

Pause SLA Timer

Service Level Agreements (SLAs) are paramount in maintaining high-quality customer support standards. Desk365’s SLA management capabilities, including the ability to pause the SLA timer, empower teams to meet and exceed customer expectations consistently.

By configuring pause conditions for specific ticket statuses, such as “Waiting for Customer Feedback” or “Awaiting Approval,” Desk365 ensures that the SLA timer accurately reflects the time spent actively resolving tickets. This prevents penalties for delays caused by external dependencies or customer input, ultimately enhancing customer satisfaction and loyalty. 

By leveraging the SLA timer pause feature, organizations can optimize their ticket resolution processes, minimize breaches, and deliver exceptional support experiences. 

Learn more: How to Pause the SLA Timer?

Draft with AI

In today’s digital landscape, speed and accuracy are paramount in delivering exceptional customer service. Desk365’s Draft with AI feature empowers agents to craft high-quality responses quickly and effortlessly, leveraging artificial intelligence to streamline drafting workflows. 

By enabling Draft with AI in the Helpdesk Settings, administrators grant agents access to advanced drafting capabilities, including rephrasing, grammar correction, and translation. This feature accelerates response times, improves message clarity, and enhances multilingual support, ultimately driving customer satisfaction and loyalty. 

With intuitive drafting options and real-time AI assistance, Desk365 ensures that agents can deliver personalized, error-free responses that resonate with customers worldwide. By seamlessly integrating AI into the drafting process, Desk365 enables teams to elevate their support interactions and exceed customer expectations consistently. 

Learn more: Draft with AI: Your Ultimate Guide to Faster Ticket Responses

Article Versions in Knowledge Base

Maintaining an accurate and up-to-date knowledge base is essential for providing customers with reliable self-service resources. Desk365’s knowledge base article versioning feature simplifies the process of managing and tracking changes within the knowledge base, ensuring content accuracy and consistency. 


By automatically generating versions for each article edit, Desk365 enables teams to track changes, compare different iterations, and revert to previous versions when necessary. This ensures that users have access to the most relevant and reliable information, enhancing their overall experience and satisfaction. 

With user-friendly restoration options and clear version indicators, Desk365 empowers teams to maintain a dynamic and reliable knowledge base that evolves with user needs. By leveraging article versioning, organizations can uphold content quality standards, drive self-service adoption, and deliver exceptional customer experiences. 

Learn more: Understanding Article Versions in Knowledge Base

Automating Ticket Assignment using Round-Robin

Efficient ticket assignment is essential for distributing workload evenly among support agents and ensuring prompt resolution of customer queries. Desk365’s Round-Robin ticket assignment system automates this process, enhancing agent productivity and customer satisfaction. 



  • Equitable Work Distribution: Round-Robin assignment ensures fair distribution of tickets among agents, preventing overload and minimizing response times. 
  • Streamlined Workflow: Automating assignment based on circular rotation, eliminates manual intervention, allowing agents to focus on resolving tickets promptly. 
  • Scalable Solution: Whether you’re managing a small support team or a large enterprise operation, Round-Robin feature scales effortlessly to accommodate evolving support needs. 

Configuring Notification Channels

Timely communication plays a crucial role in effective support management, and we make it easy for users to tailor their notification preferences across various channels, ensuring smooth collaboration and quick responses. With Desk365, both agents and end-users can personalize their notification settings, choosing to receive alerts via email, Microsoft Teams, or both, to stay updated on ticket status and interactions


Secure Email Communication

Secure and reliable email communication is paramount for businesses to establish trust with their customers and safeguard against cyber threats. Desk365 offers a suite of robust features designed to enhance email security and ensure seamless communication channels.

Email Domain Verification using SPF

Email Domain Verification using SPF (Sender Policy Framework) is a critical mechanism for combating email spoofing and ensuring the authenticity of outgoing emails. By publishing SPF records in the DNS (Domain Name System), organizations can specify which servers are authorized to send emails on behalf of their domain. This feature helps prevent outgoing messages from being flagged as spam by recipient servers, thereby enhancing email deliverability and trustworthiness. 



  • Mitigates the risk of email spoofing and unauthorized use of domain names. 
  • Improves email deliverability by establishing sender authenticity. 
  • Strengthens trust with customers and reduces the likelihood of emails being marked as spam. 

Whitelisting Support Emails

Whitelisting support emails involves prioritizing emails from specific IP addresses to ensure their direct delivery to recipients’ inboxes. By whitelisting Desk365 support emails using Amazon SES IP addresses, businesses can optimize email deliverability and streamline communication processes. This feature guarantees that essential communications reach recipients reliably, fostering efficient support management and customer engagement. 

Whitelisting support emails: 

  • Ensures direct delivery of critical communications to recipients’ inboxes. 
  • Optimizes email deliverability and minimizes the risk of emails being flagged as spam. 
  • Streamlines support management processes and enhances customer engagement. 

Troubleshooting Email Bounces

Email bounces can be a frustrating issue, causing disruptions in communication and potentially impacting business operations. Understanding the various types of bounces and their underlying causes is crucial for effective troubleshooting and improving email deliverability. In Desk365, accessing bounced emails is streamlined through the “Email Deliverability” feature, allowing users to identify recipients experiencing delivery issues. By categorizing bounces into hard and soft types, users can distinguish between permanent undeliverable emails and temporary delivery failures, such as full mailboxes or server issues. Additionally, detailed subtypes and status codes further elucidate the reasons behind each bounce, empowering users to take targeted actions to resolve the issue. 

Desk365’s suite of powerful features, equips organizations with the tools they need to maximize efficiency, collaboration, and customer satisfaction. Whether you’re managing tickets, drafting responses, maintaining a knowledge base or ensuring secure email communication, Desk365 provides the flexibility, visibility, and intelligence required to excel in today’s competitive landscape. Unlock the full potential of your support operations with Desk365 and elevate your customer service to new heights. 

Table of Contents

Choose the right helpdesk for your business

Trusted by the best