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), along
The Health Insurance Portability and Accountability Act (HIPAA) sets stringent requirements for protecting health information that can identify individuals. At Desk365, we are committed to providing features that help our customers use our service in a HIPAA-compliant manner. This article explains how you can
Automating ticket management processes can significantly enhance efficiency and response times. Desk365’s ‘Share To’ feature can be integrated into various automation scenarios to streamline ticket handling. This article will guide you through how to effectively use the ‘Share To’ feature in automation for ticket
To enhance communication clarity and reduce inbox clutter, Desk365 allows agents to send a single email when a ticket is replied to, and its status is changed to “Resolved” or “Closed.” This feature is based on the agent’s preference and can be easily configured
