Desk365’s knowledge base feature within the reply editor allows support agents to seamlessly reference and incorporate knowledge base articles when responding to tickets. This functionality streamlines the support process, ensuring that customers receive accurate and consistent information without agents needing to manually search for

The Generate KB Article feature in Desk365’s AI Copilot enables support agents to convert ticket details into knowledge base articles effortlessly. This helps in documenting common issues and their solutions, reducing repetitive ticket handling and improving knowledge sharing within the team. With this feature,

The Summarize Ticket feature in Desk365’s AI Copilot allows agents to quickly extract key information from lengthy ticket conversations. This is particularly useful for handling complex queries with multiple responses, ensuring agents don’t have to sift through long threads to understand the issue. With

When it comes to customer support, every second counts. With Desk365’s Draft with AI feature, agents are empowered with lightning-fast drafting capabilities. With this tool, agents can streamline their workflow by effortlessly crafting responses, correcting grammar, and even translating messages into multiple languages. Let’s

Desk365’s AI Copilot is a powerful AI-driven feature designed to enhance agent productivity by automating knowledge base creation and summarizing lengthy ticket conversations. With AI Copilot, agents can efficiently manage tickets, reduce manual effort, and improve customer support responses. AI Copilot offers three key AI-powered

Effective contact management is essential for maintaining an organized and efficient helpdesk. Desk365 offers multiple ways to handle unwanted, inactive, or problematic contacts through suspension, deletion, and permanent deletion. Understanding these processes helps ensure that your system remains clutter-free while also complying with data

One of the biggest challenges in managing a helpdesk is ensuring that multiple agents don’t accidentally duplicate or conflict with each other’s responses. This can lead to confusion, delays, and frustration for both agents and customers alike. To tackle this challenge, Desk365 offers two

In many organizations, certain tasks or requests require approval or changes from specific individuals or teams before they can proceed. For example, issuing equipment, processing financial requests, or granting special access often involves multiple stakeholders. Desk365’s approval management/change management streamlines this by automating and

Microsoft Entra ID, previously known as Azure Active Directory, is a cloud-based identity and access management service that helps organizations manage user identities and secure access to their resources. Desk365 integrates with Microsoft Entra ID using the SCIM 2.0 protocol, enabling seamless user provisioning

Business hours and holiday lists are essential tools for managing Service Level Agreements (SLAs) in your helpdesk. They ensure that tickets are processed within the expected time frames based on your organization’s working hours and holidays. This guide will walk you through what multiple