The Deskpro Digest: July 2023
- Authors
-
- Name
- David Anjonrin-Ohu
- Role
- Product Manager
In July, we launched an exciting new program, created exciting new features for you to try, and released hundreds of improvements and bug fixes to enhance your support platform.
July in numbers
You can get a better picture of the updates we pushed in July with our development stats.
Keep reading for more details about how the Product and Development teams have been hard at work utilizing your feedback to improve your Deskpro experience.
✨ Product Spotlight ✨
We have created the Ticket Summary feature to help support agents outline complex support request threads when handing tickets over to other agents and teams.
Where previously long threads could lead to confusion when a different agent tried to make sense of it, Ticket Summary provides a dedicated space for a concise overview of the entire ticket.
Create a clear chain of events with great visibility
Add a Summary from the Ticket Actions menu so any agent who may handle the ticket in the future can understand the context of an issue easily accessible. Use the Ticket Summary to provide a quick and clear understanding of the ticket's history and current situation
You can ensure that every agent is well-informed about a ticket's journey leading to faster and more accurate resolutions for your end users.
Learn more about Ticket Summary
More powerful ticket searching
We improved the power of search for Users and Organizations. The sub-searching enables agents to easily search for an Organization's Users and Tickets, or a User's Tickets from the Global Search app.
Boost clarity of Recurring Tickets
Add a Ticket Reply, or private Agent note to a Recurring Ticket.
You can add more context and share key information for agents each time a Recurring Ticket is created.
Get creative with the HTML editor
You can now edit Knowledge Base Articles with our HTML editor.
Simplifying the editing process for your content and making it easy to switch between the editors with the handy save and switch button.
Filter ticket queues more easily
We have added the ability to group ticket queues at the top of your agent interface in Table View.
This filtering option lets you more efficiently load specific queues with grouping bubbles.
Change default message order
Decide the default order of messages in the ticket thread with our new Admin setting.
Choose the help desk default to align with any tools your team typically uses to maintain consistency.
You can check out more details and read about all the features and improvements that are now available on Deskpro from our changelog.
Even more additions and improvements
We've added the following new options and enhancements to the interface to improve branding and personalization on your Help Center, and some checks and settings that will make Admin configuration easier.
- Welsh Language on Help Center: Welsh is now available to install as a language on the Help Center for your end-users.
- Work Status Column: If you create Round Robins that run based on Work Status, you will now see a Work Status column available in the Agent Profiles section of Admin to make it easier to manage working statuses and workloads.
- New delete tab for Recurring Tickets: You can now easily restore removed Recurring Tickets with the new deleted tab.
- Checks for multi-language content: New checks will make sure you can't uninstall a language pack if you have any multi-lingual content on your Help Center, to make sure it isn't removed.
Team Deskpro Update 🐘
You can become a champion of support while reaping exciting rewards with our new Refer-a-Friend program.
Refer a friend and earn a $250 gift card - in 3 simple steps
Now when you recommend Deskpro to a friend or colleague, for each successful referral, you and your friend will both receive an Amazon gift card (worth $250/£200/€220).
It's really simple to share Deskpro with your friends or colleagues from the Refer a Friend menu in your Agent Settings.
By recommending our software, you can help others discover a solution that streamlines their customer support processes, increases efficiency, and enhances overall productivity. Plus, you can expand your professional network by introducing our help desk software to your contacts in need of software solutions.
And the more friends you refer, the more rewards you receive!
All these exciting new features and improvements are ready for you in the latest version of Deskpro. And we'd love to hear what you think about what the team has been developing.
Stay tuned for next month's edition of The Deskpro Digest, where we'll walk you through even more updates and all the latest features available for your help desk.
