The Deskpro Digest: August 2023
- Authors
-
- Name
- James Godwin
- Role
- Product Manager
In August, we've focused on expanding our omnichannel platform with our newest channel and adding more integrations for you to connect to.
August in Numbers
As we spring forward into September, let's take a moment to reflect on the changes that have been made in the last month!
Let's take a look at all the new things in your help desk!
✨ Product Spotlight ✨
We have launched Instagram, our newest communication channel, adding to our comprehensive omnichannel suite.
Whether you want to deliver customer service, answer questions, or simply interact with your followers, Instagram Direct Messaging on Deskpro guarantees that every message gets the attention it deserves.
Recurring Ticket Improvements
We added Ticket Fields, Language, Labels, and Assignment options to Recurring Tickets.
Plus you can now search for Users and Agents using their name or email address.
Create Tickets with prefilled fields
You can now share a direct URL with optional custom values to create a new Ticket in the Agent Interface with specific ticket fields pre-populated so Agents are directed to the right step.
Updates to the Agent IM interface
We updated the UI of the Agent Instant Messaging app.
The updates align the design with other Deskpro Global Apps to enhance the appearance of the app, as well as improve the intuitiveness of the menus.
Improved Knowledge Base Editor
You can now create a Knowledge Base Article in Pending, so it is added to the Publishing Workflow automatically.
And the Article Editor will now load the last used editor, whether default or HTML.
Configure the My Tickets area
Admins can now Configure the My Tickets section on the Help Center.
Select which fields and in what order they display for end-users managing their Tickets via the Help Center.
Map Usergroups during CSV import
We’ve added Usergroup options to the User CSV Importer, so you can select Usergroups when mapping User data during the upload process.
Simplifying the data import experience.
🚀 Performance Enhancements 🚀
We also spent time working on live updates and load speeds to provide a better experience for Agents and ensure they get information in real time! Here's a quick summary:
- We added live updates to User and Organization profiles so any information will update instantly.
- We’ve improved the efficiency of querying the last_seen property when using our API.
- We updated the logic of Ticket Lists to optimize performance when running queries.
- When you update your help desk language, custom field titles will now update without needing to refresh.
- Quickly insert a divider into the ticket reply box with ‘---’ and ‘Enter’.
- When you add or remove a Star from the Ticket Preview Menu it will update instantly.
You can check out more details and read about all the features and improvements that are now available on Deskpro from our changelog.
Deskpro's latest Apps & Integrations
In August, we dropped four new apps!
Our new integrations let you extend the help desk further by linking tech your team already uses with Deskpro.
- Manage and track projects and tasks with Asana: Effortlessly create, link, edit, and track your Asana tasks directly from Deskpro. Giving support agents the information they need, at their fingertips. Learn more
- ClickUp helps simplify task management: Combine your task management and ticketing capabilities to empower your support agents with crucial status updates without having to leave the help desk. Learn more
- Streamline HR management with PeopleHR: Let your employees seamlessly access and view HR data alongside ticket interactions to provide a more efficient and straightforward support experience. Learn more
- Manage and support Apple devices with SimpleMDM: Help your Apple Admins efficiently manage and support your organization's Apple devices directly from Deskpro. Learn more
And now your Deskpro apps update automatically when the newest version is deployed. No more waiting for weekly releases, you get the latest features right away!
We're excited for you to start seeing the benefit of these new updates, we hope they further improve your experience with Deskpro and your team's efficiency.
Look out for next month's newsletter to get the lowdown on everything we'll be working on throughout September!
