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How Tos

How to do specific tasks in Desk365

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Release notes and product updates

Getting Started

Setup guides that help you get started.

How to use ‘Dropdown with Sections’ field in your ticket form

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. Multi-level

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How to export tickets from Desk365

Exporting tickets from your helpdesk can be a valuable way to analyze and manage customer support data. It is also helpful for creating reports, tracking ticket volume data, sharing information with other team members, and identifying areas for further improvement in your support team operations. When you export tickets from

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Say hello to Desk365’s new powerful text editor

We’re super excited to announce that we have launched a new text editor that you can use while replying to tickets, creating help center articles, and editing your profile signature. The new editor has powerful capabilities that makes it easy to use and customize, such as inline editing, adding tables,

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How to Customize the Desk365 Teams Support Bot

Desk365 Teams Support Bot is used by your Contacts (customers/users/end-users/employees/students) to create tickets, check on statuses, and respond to agents all from within Microsoft Teams. At Desk365, we deeply listen to our customers, and we have rolled out a slew of enhancements to the Teams Support Bot this week. The

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How to Create Custom Ticket Forms

In Desk365, you can create and use multiple custom ticket forms according to your own needs. A ticket form is a set of predefined ticket fields for a specific service request. For example, you might need to collect different information for different workflows and having the same form for different

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Customizing Ticket Statuses

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

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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

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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

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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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How To: Add custom fields to the Create Ticket form

https://www.youtube.com/watch?v=QAGkaScSQNw You can customize ticket forms in Desk365 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

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