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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 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 configure Ticket Properties

We’ve made improvements in the ‘Ticket Properties’ menu to display the order of ticket fields according to your choice in the Agent Portal and the Teams Agent Bot. Before this upgrade, if you had multiple forms and if you’re working on a ticket related to Employee Onboarding Form, you may

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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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How to Change the order of ticket field filters

As most of our customers requested further improvements in the Filters option to change the order of filters displayed in the Agent Portal, we’ve gone ahead and made these changes live in the Desk365 app today to make the ‘Filters Order’ display according to your choice. How to change the

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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 use Read Only Text Field in Desk365

Using Desk365, you can create any number of custom ticket fields that can be included in ticket forms. There are ‘Default’ ticket fields like Subject, Priority, Status, Type, and more that are already part of Desk365. Other than the ‘Default’ fields you can also add customized fields that are more

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How to change the language in the Desk365 Teams Support Bot

Yes, you’ve heard it right. Now, you can customize the Desk365 Teams Support Bot and make it appear in your native language. It’s now possible to change the language that you prefer in the bot, so that all items use the selected language (like ticket fields, ticket buttons). Steps to

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How to Create a Custom Role

Roles are used to configure how your support team members can access Desk365. For example, you may want new members of your team to just have access to view the tickets and maybe add notes to them, but not respond to support requests. Roles can be configured for different scope

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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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