At Desk365, we understand that every update matters when it comes to delivering seamless customer service experiences. This November, we’ve introduced several improvements to enhance usability, strengthen security, and streamline workflows. Whether it’s API enhancements for smoother integrations, better customization in your support portal, or more intuitive interfaces, these updates are designed with your success in mind.Â
Here’s a detailed look at what’s new!Â
1.
API changes: Version 3
The release of Desk365 API Version 3 is a significant upgrade, aimed at providing enhanced security, better performance, and easier integration capabilities.Â
Key highlights:
1. OpenAPI specification for documentation
- Our API documentation now adheres to the OpenAPI standard, ensuring clarity and consistency.Â
- Seamlessly integrate with tools like Postman or Swagger UI for efficient development.Â
2. Subdomain-based access
- API calls now use subdomains (e.g., yoursubdomain.desk365.io) for heightened security.Â
- Unique API keys per subdomain restrict unauthorized access.Â
3. New request URL format
- To access the latest features, include /v3 in your API URL, e.g.,Â
https://<<yoursubdomain>>.desk365.io/apis/v3/tickets
4. Enhanced pagination
- Retrieve up to 10,000 tickets in a single session, with customizable ticket counts (30, 50, or 100 per call).Â
5. Standardized custom fields
- Custom fields now use a cf_ prefix for consistency, e.g., cf_department.Â
6. SLA names in ticket details
- View SLA names directly in API responses, enabling better performance tracking and SLA compliance.Â
2.
Customization for sign-in and sign-up visibility
You can now configure the visibility of the Sign-In and Sign-Up buttons on your support portal.Â
- Navigate to Settings > Channels > Support Portal to enable or disable these buttons as per your requirements.Â
- By default, these options remain visible at the top of the support portal, but you now have full control over their appearance.Â
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Learn more about Configuring your Customer Support Portal in Desk365
3.
Improved email templates and business hours interface
To make your day-to-day operations smoother, we’ve focused on enhancing key interfaces and email communications:Â
Email templates:
We’ve redesigned the formatting and alignment of emails sent from Desk365, ensuring they are:Â
- More polished and professional for external recipients.Â
- Easier to read, whether it’s an agent reply, a note from a watcher, or a share-to notification.Â
Business hours UI:
The business hours interface has been revamped to provide better usability.Â
- Configure business hours with greater ease and clarity.Â
- The updated UI simplifies management, ensuring your support goals are consistently met.
Together, these changes create a cohesive, user-friendly environment for managing support operations.Â
4.
Smarter contact search in filters
Finding contacts is now faster and more intuitive:Â
- Typing at least three characters in the search box generates a refined list of matching records.Â
- This feature applies to Create Tickets, Edit Tickets, Merge Tickets, and Filters, as well as the Share-To function within ticket details.Â
No more scrolling through long lists—this enhancement saves valuable time for agents handling multiple queries.Â
From robust API updates to user interface improvements, Desk365’s latest features are designed to optimize your workflow, enhance security, and offer a better overall experience.Â
Start exploring these updates today, and stay tuned for more coming your way!Â
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