We have made significant enhancement in our automation rules, introducing the feature of ‘Ticket Requester’ in ‘Send Email’. This enhancement marks a pivotal step in customizing and automating communication, allowing businesses to reach out to ticket requesters effortlessly. This innovative feature empowers you to

Managing customer contacts is an essential part of any helpdesk system. A helpdesk usually has multiple channels for customers to reach out to, such as Email, Phone, Microsoft Teams, Support Portal, Web Forms, and more. For instance, in your organization, it is possible that

In your Desk365 helpdesk, you have the flexibility to create and use multiple custom ticket forms that align with your specific requirements. For example, you might need to collect different information for different workflows and having the same form for different functions might not

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. Desk365 makes it easy to do

When a customer contacts an agent directly with a query or request, the agent can create a ticket on their behalf using the Agent portal. The customer’s name is listed as the ticket requester. Additionally, agents can also raise tickets for themselves in the

As an administrator of your organization, you can use app setup policies in Teams admin center to both install and pin apps, as well as manage which particular users have the ability to upload custom apps. Pinning helps encourage the use of relevant apps

Assigning tickets to the correct groups within your organization is a critical aspect of ensuring timely and accurate resolution. One of the most useful automation rules is assigning tickets to groups during ticket creation. This feature allows you to categorize customer requests based on

One area where automation plays a crucial role is in the use of ticket forms. However, simply having ticket forms is not enough. Businesses must also configure automation rules to ensure that the requests and enquiries are handled efficiently. One common use case for

One of the key challenges faced by helpdesk teams is ensuring that tickets are promptly assigned to the appropriate agents. However, manually assigning tickets can be time-consuming and prone to human error. This is where automation rules come into play. In this help center

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 properties and updates that happen