Desk365 Videos
Explore our collection of quick tutorial videos. Discover product features with concise, easy-to-follow tutorials designed to get you up and running in no time.
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Getting Started with Desk365: Your Modern Helpdesk Ticketing System
Desk365 is your modern helpdesk ticketing system tailored for the Microsoft 365 Workplace. In this video, we’ll delve into the powerful features and seamless integration capabilities of Desk365. From automation rules to SLAs and Knowledge Base, Desk365 streamlines…
Quick Overview of Desk365's Agent Bot and Support Bot for Microsoft Teams
At Desk365, we value delivering exceptional customer experiences above all. That’s why our Agent Bot and Support Bot seamlessly collaborate with your support team. These bots seamlessly merge with your support agents…
Automation in Ticketing System | Desk365
Welcome to our in-depth guide on automation in ticketing systems! In this video, we explore how Desk365 leverages automation to transform customer support and streamline ticket management. Discover the power of…
Mastering Helpdesk SLA Management | Desk365
Understanding and managing Helpdesk SLA Management is crucial for maintaining customer satisfaction and operational efficiency. In this video, we’ll delve into the essentials of Service Level Agreements (SLAs)…
Boost Your Ticket Response Time with Desk365's Draft with AI Feature
Discover how Desk365 empowers agents to deliver exceptional customer support with its Draft with AI feature! In this video, explore how agents can effortlessly craft, refine….
How To: Add Watchers to a Ticket
Discover how our Watcher feature can improve your ticket resolution process. Watchers are integral team members who stay informed and engaged in ticket resolution, ensuring transparency and collaboration within your organization. With Desk365’s Watcher feature…
Discover the Customization Features of Desk365!
Let’s dive deep into the #customization features of #Desk365, the premier #helpdesk #ticketingsoftware designed to align perfectly with your business needs. In this video, we’ll cover: ☑️Help Desk Customization – Learn how…
How To: Setup the Tasks to Do Automation
Streamline your task management process and boost productivity with Desk365’s Tasks to Do automation. With this powerful tool, you can automate the creation and assignment of tasks based on predefined triggers, ensuring…
How To: Add Time Entries to Tickets using Automation
Desk365’s Time Entries automation feature changes the way you manage tickets and streamlines your helpdesk operations. With this powerful tool, agents can effortlessly track and manage the time spent on each ticket…
How To: Add Custom Ticket Types in Desk365
Custom Ticket Types allows businesses to create additional types and unique workflows within Desk365. They allow businesses to define the data they want to capture and how they want to use it to streamline their customer support…
How to Customize the Home Tab
Custom Ticket Types allows businesses to create additional types and unique workflows within Desk365. They allow businesses to define the data they want to capture and how they want to use it to streamline their customer support…
How to Customize the Create Ticket Form in Desk365
Creating tickets to raise a support request is usually the first experience your users have with your support team. Let’s see how you can configure a Create Ticket form in Desk365 that makes it easy for your users to raise a ticket with…
How to Create a Custom Role
You can decide how your support team members can access Desk365. For example, let’s say you want junior support representatives to just have access to view the tickets, assign tickets, and maybe add notes to them, but not respond to support requests.
How to Create a Custom Ticket View
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…
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…
How to Add a Custom Ticket Status in Desk365
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…
How to configure Ticket Properties
We’ve improved the ‘Ticket Properties’ menu to show ticket fields in the order you choose, both in the Agent Portal and Teams Agent Bot. Before, when working on a ticket related to the Employee Onboarding Form, you may have seen fields from other forms…
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…
How to Add a Custom Ticket Status in Desk365
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…
How to configure Ticket Properties
We’ve improved the ‘Ticket Properties’ menu to show ticket fields in the order you choose, both in the Agent Portal and Teams Agent Bot. Before, when working on a ticket related to the Employee Onboarding Form, you may have seen fields from…
How To: Configure Tasks and Reminders in your helpdesk
Watch this video to learn how to configure tasks and reminders in Desk365 help desk. Follow us on social media for more tips like these. New to Desk365? Sign up for a 21-day free trial starting today – https://www.desk365.io/pricing/…
How To: Get notified every time a ticket is created in your helpdesk
Looking for a way to be notified every time a ticket is created in your help desk, even if you are not assigned to it? This is a common use case, where you may want to be aware of all tickets that are coming into your help desk…
How To: Change due date of tickets in Desk365
The ‘Due Date’ for a ticket is calculated based on the resolution time of the SLA policy that is associated with it. It defines the time within which agents have to resolve the ticket. Here’s a short video on how to change due date of tickets in Desk365.
How To: Customize notifications sent from your helpdesk
Desk365 will send out automatic notifications to Agents and Contacts based on ticket life cycle events. You can configure them in the Notifications Tab under the settings option in Desk365. Watch this video to learn how to set up notifications in your Desk365 helpdesk.
How To: Use Dropdown with Sections Field
A Dropdown with Sections field is a type of dropdown field that can be configured such that upon selection of a choice, it dynamically displays sections (with their own fields) underneath the dropdown. These fields have multiple levels of hierarchy…
How To: Customize the Create Ticket form with Nested Dropdowns
We’ve launched one more customizable ticket field to our already comprehensive list of fields that you can add to your ticket forms. The Nested Dropdown is perfect for organizations…
How to Change the order of ticket field filters
In response to customer requests for improved Filters options in the Agent Portal, we’ve updated the Desk365 app to allow for customization of the ‘Filters Order’ display. Here’s a short video on how to change the Filters Order in the Agent Portal…
How To: Enable RTL Language Support
At Desk365, we understand how important it is to communicate with customers in a language they are comfortable with. That’s why we are constantly striving to improve our language offerings and provide a seamless experience…
How to change the language in the Desk365 Teams Support Bot
In response to customer requests for improved Filters options in the Agent Portal, we’ve updated the Desk365 app to allow for customization of the ‘Filters Order’ display. Here’s a short video on how to change the Filters Order in the Agent Portal…
How To: Create tickets from Microsoft Teams messages
Do you receive messages in Teams that need to be converted to tickets? Now, ticket creation is made even easier with the Support Bot. Convert any message in Teams into a ticket by clicking on ‘More Actions’ and ‘Create a ticket in Support…
How To: Configure Automation Rules that run on Time Based Triggers
Time Based Triggers allow you to automate actions based on a specific time frame. By setting up automation rules to run on time based triggers, you can save time and improve…
How To: Configure Automation Rules that run on Ticket Updates
Ticket Updates rules are like ticket creation rules, that are triggered during the ticket update process. With ticket updates, it is possible to configure the rules to be triggered only when a particular agent or group of agents perform an update action…
How To: Configure Automation Rules that run on Ticket Creation
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…
How To: Use Desk365 for Multiple Groups
If you’re managing a support team and have multiple groups or departments within your organization that require access to a helpdesk, you might wonder how to segment it such that all groups are able to seamlessly access it…
How To: Configure Customer Support Portal in Desk365
Giving customers fast, and immediate answers will help in improving customer satisfaction and make the brand stand out. A customer support portal is a self-serve, web-based online portal where your contacts can create tickets, check on the status of previously…
How To: Configure SLAs and apply them to tickets
With Desk365, you have a great amount of flexibility in choosing the right SLAs to apply your tickets. You can just go with a helpdesk wide SLA that applies on all your tickets, or use that in combination with company specific default SLAs…
How To: Track time spent on tickets
Tracking time spent on tickets is critical for any helpdesk. Desk365 makes it easy to log time spent on tickets and to report on them. Watch this video to learn how to enable time tracking feature for your tickets in Desk365.
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…
How To: Create and Send Customer Surveys in your helpdesk
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…
How To: Create and Use Canned Responses in Desk365
Canned Responses are predefined templates that can be quickly placed in replies to customers. You can create several predefined templates that can streamline your workflow and improve efficiency. Additionally, you can use placeholders that are dynamically populated…
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