In Desk365, you can add the “Updated By” and “Closed By” columns to your ticket view. These columns provide a clear view of who has made recent updates to a ticket and who closed it. This feature adds transparency and helps you easily track
Managing customer access and ensuring secure support ticket creation are vital aspects of any helpdesk system. Desk365’s “Support Bot Allowed Domains” option is designed to enhance security and simplify the management of user access. Previously, the allowed domains for the Support Bot were linked
To enhance your helpdesk performance and speed up daily ticket handling, Desk365 automatically archives closed tickets that have been inactive for a certain period. Archiving helps reduce the load time for ticket views, especially in systems with a large volume of tickets. By archiving
The Load-aware Round Robin method in Desk365 is a powerful feature designed to help support teams manage customer support tickets in a fair and balanced way. This feature ensures that no one support agent gets overwhelmed with too many tickets, while tickets are still
The Announcements feature in Desk365 is a powerful tool that allows administrators to communicate crucial information directly to both end users and support agents. Displayed prominently at the top of the Support Portal and Agent Portal, announcements ensure that important messages are not missed.
Managing your knowledge base effectively is crucial for maintaining an organized and up-to-date repository of information. Desk365 provides robust tools for editing and deleting categories, folders, and articles within your knowledge base. This guide will walk you through the steps for making these changes,
By default, your Desk365 support portal URL will look something like this: “https://arsenalit.desk365.io/support” While this URL works well, you can change it and have a custom domain URL to offer a more professional appearance that aligns better with your brand that looks something like the below:
Desk365 offers powerful automation features designed to enhance productivity and streamline workflows within your support team. One such feature is the ability to automatically assign a ticket to the responding agent if the ticket is unassigned. This automation is a valuable addition to Desk365,
The Round Robin ticket assignment system in Desk365 ensures that tickets are correctly distributed among support agents. The feature streamlines ticket assignments by automating the process, ensuring a balanced distribution of workload among support agents. By circularly assigning tickets or based on the load
As the digital world grows, so does the need to protect personal and sensitive information. Encrypting custom help desk fields is essential for securing data from unauthorized access and identity theft. Desk365 provides this security through field-level encryption using Advanced Encryption Standard (AES). In
