We’re thrilled to announce several new features and enhancements in Desk365, designed to improve ticket management efficiency, ensure data security, and enhance user communication. Here’s an in-depth look at our latest updates and how they can be leveraged to optimize your helpdesk operations.
Automate ticket sharing with the ‘Share To’ feature
Desk365’s ‘Share To’ feature enables the automatic sharing of tickets based on predefined conditions. Whether it’s a new ticket creation, an update to an existing ticket, or a time-based trigger, this feature ensures that relevant team members or stakeholders are immediately notified and can collaborate effectively. This streamlined approach minimizes delays in response times and enhances team productivity by automatically routing tickets to the right individuals.
Automated ticket sharing allows for seamless communication among team members. By ensuring that the right people are always in the loop, Desk365 helps prevent miscommunication and delays, leading to faster issue resolution and improved overall efficiency.
For a detailed guide, refer to the article: Using the ‘Share To’ Feature in Automation.
Automatically add Watchers to tickets
Desk365 simplifies the ticketing process with the ability to automatically add Watchers to tickets by configuring automation rules during various stages such as creation, updates, and time-based triggers. This ensures that all relevant parties are promptly notified of ticket activities, ensuring transparency and fostering collaboration. By automating the addition of Watchers, key stakeholders remain informed about critical updates, enabling quicker issue resolution. This feature is especially useful for tickets that require input from multiple agents or need periodic reviews.
For a detailed guide, refer to the article: Add Watchers to Tickets using Automation.
Encrypting ePHI custom help desk fields
Data security is paramount, especially when dealing with sensitive information. Desk365 now offers field-level encryption using Advanced Encryption Standard (AES) to protect electronic Personal Health Information (ePHI) and comply with HIPAA regulations. This feature is crucial for healthcare providers and organizations handling sensitive data, ensuring that personal and sensitive information is secure from unauthorized access and identity theft. Field-level encryption converts data into ciphertext, making it unreadable without the decryption key, thus providing an additional layer of security.
For a step-by-step guide, refer to the article: Encrypting ePHI Custom Help Desk Fields: A Step-by-Step Guide.
Configuring single email notification for ticket resolution
To reduce email clutter and improve communication clarity, Desk365 now allows agents to send a single email when replying to and resolving a ticket based on the agents preference. This feature helps maintain a more organized inbox for contacts while giving agents the flexibility to streamline their notification process. When an agent replies to a ticket and changes its status to “Resolved” or “Closed,” only the reply email is sent, without an additional notification indicating the ticket’s resolution. This reduces unnecessary email traffic and ensures that the most important communication is delivered effectively.
This feature helps maintain a more organized inbox for contacts while giving agents the flexibility to streamline their notification process. Users receive fewer, but more relevant, emails, improving their overall experience.
For a detailed guide, refer to the article: Configuring Single Email Notification for Ticket Resolution.
New language addition to the Teams Support Bot: Vietnamese
We are pleased to announce the addition of Vietnamese to the Desk365 Teams Support Bot. This new language option significantly expands our support capabilities, catering specifically to Vietnamese-speaking users who can now interact with the Support Bot in their native language.
This localization effort means that all elements of the bot, including commands, ticket fields, etc. will be displayed in Vietnamese. This not only helps in reducing language barriers but also enhances the overall user experience by making it more intuitive and user-friendly.
For a detailed guide, refer to the article: How to change the Language in the Desk365 Teams Support Bot.
By leveraging these new features and updates, Desk365 users can significantly enhance their helpdesk operations, ensuring efficient ticket management, improved data security, and streamlined communication.
Stay tuned for more updates and continue to optimize your ticketing with Desk365!
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