We’re kicking off the year with a bang! Our latest updates are here to make your Desk365 experience better than ever. These improvements are all about helping your team work smarter, not harder—streamlining workflows, improving efficiency, and enhancing the way you deliver customer support.Â
From powerful Change management to AI agent, this January update is designed with you in mind. Here’s everything you need to know about the latest features and how they’ll make a difference for your team.Â
1.
AI Agent: Quick, contextual ticket responses
The Desk365 AI Agent is here to make handling customer support simpler and more efficient for your team.Â
This intelligent tool helps agents respond faster and more accurately by drafting replies based on past ticket data and soon knowledge base articles. Â
With support for 15 languages, and the ability to refine or regenerate responses, it’s designed to make every interaction smooth and efficient. Â
Easy to set up and access right from the ticket details window, the AI Agent streamlines workflows, saves time, and ensures consistent, high-quality communication with your customers. It’s like having an extra teammate that’s always ready to help.Â
Learn more about AI Agent
2.
Desk365 Change/Approval management
Desk365’s Change/Approval Management automates and organizes approval processes, ensuring transparency and efficiency for tasks like equipment requests, financial approvals, or granting access. It eliminates back-and-forth emails, reduces delays, and maintains organized records, supporting both sequential and non-sequential workflows.
Key features:
- Sequential workflows: Approvals follow a set order, ideal for hierarchical tasks.Â
- Non-sequential workflows: Flexible approvals where any or all approvers can act simultaneously.Â
- Automation rules: Automatically trigger workflows based on ticket criteria, saving time on repetitive tasks.Â
- Reminders & notifications: Ensure timely action with reminders and updates.Â
- Role-based permissions: Control who can edit, cancel, or manage approvals.Â
- Temporary approvers: Grant limited access to external approvers without disrupting ticket assignments.Â
Learn more about Change/Approval management
3.
Configuring Scheduled Ticket Exports
The Scheduled Ticket Export feature allows you to automate reporting by exporting ticket or time entry data at regular intervals. You can choose from standard views, custom views, or the active ticket view, depending on your reporting needs. Reports can be customized to include specific fields like ticket details, custom fields, or time-related data such as billable hours.Â
Set the frequency (daily, weekly, monthly), specify the recipients, and customize the subject and content of the email. Reports are delivered in .csv format, ready for analysis in tools like Excel. This feature is perfect for tracking team performance, monitoring trends, and sharing insights with stakeholders.Â
Learn more about configuring Scheduled Ticket ExportsÂ
4.
Setting up user provisioning in Microsoft Entra ID
Desk365 integrates with Microsoft Entra ID (formerly Azure AD) using the SCIM 2.0 protocol for seamless user provisioning. This feature enables automatic syncing of contacts between Microsoft Entra ID and Desk365, ensuring data consistency and reducing administrative workload. Updates made in Entra ID are reflected in Desk365 in real-time.Â
Key functionalities include:Â
- Verifying existing users without duplication.Â
- Mapping users to companies based on email domains.Â
- Soft deletes, where disabled users in Entra ID have their tickets moved to spam in Desk365.
Admins can set up provisioning, manage attribute mapping, and monitor sync activities directly within Desk365 for an effortless user management experience.Â
Learn more about Setting up user provisioning in Microsoft Entra IDÂ
5.
Configuring Multiple Business Hours and Holiday Lists
Desk365 now allows organizations to set up Multiple Business Hours specific to their working schedules, with options to define time zones and operating days. You can associate these hours with custom Holiday Lists, ensuring SLA calculations exclude non-working days.Â
For example, if a ticket is received outside Business Hours or on a holiday, SLA timers pause and resume when the next business day begins. Multiple business hours and holiday lists can be configured to accommodate different teams, regions, or operational needs. Â
Learn more about configuring Multiple Business Hours and Holiday ListsÂ
Desk365’s new pricing plans
We’ve refreshed our pricing to make Desk365 even better for your team! With our Standard Plan ($12/agent/month) and Plus Plan ($20/agent/month), you get powerful features tailored to your needs—without hidden costs or surprises.Â
From AI-powered ticketing to advanced automation, we’ve got everything you need to deliver top-notch support at an unbeatable price.Â
See the new pricing plans
See the updates in action
At Desk365, we’re committed to continuously enhancing your customer support experience with features that simplify workflows.Â
We’re confident these updates will elevate your experience with Desk365 and empower your teams to deliver even better customer support. Â
If you’re not already part of the Desk365 family, we’d love to show you what makes our platform unique. Book a live demo to explore these new features and see how Desk365 can be tailored to your workflows. Or dive in with a 21-day free trial to experience it for yourself.Â
Be sure to explore these latest updates and keep an eye out for what’s coming next.
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