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
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
Managing multiple contacts within an organization often requires giving specific individuals access to all tickets associated with the company. This can be especially useful for managers, team leads, or stakeholders who need visibility into ongoing and resolved issues. Desk365 simplifies this process with its
Integrating Desk365 with Power BI is a straightforward process that involves a few simple steps. You need to import the data from Desk365 into Power BI with the help of the Desk365 API and then you can transform it into customized, impactful reports using Power Query with pagination,
The priority field in ticket forms enables you to assign a level of importance to each ticket. By adjusting the priority, you can set the urgency of a ticket and ensure that it is handled appropriately. This guide will cover how the priority options
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.
