The Deskpro Digest: June 2023
- Authors
-
- Name
- James Godwin
- Role
- Product Manager
Across June, our team has been hard at work delivering over 125 updates across the product. These updates include new features, impactful improvements, and numerous bug fixes.
June in numbers
Check out the breakdown of this month's development stats to get a better idea of the progress our team has made.
We've introduced a range of exciting features designed to improve your team's efficiency and make working in Deskpro easier than ever. Here's a rundown of the highlights:
✨ Product Spotlight ✨
An exciting feature now available is Workspaces. Workspaces lets you seamlessly link your Deskpro instances and switch to them directly from the help desk.
Effortlessly switch between different help desks
If you're a member of more than one Deskpro instance, you can now log in to multiple instances simultaneously and effortlessly switch between them with the new Workspaces menu.
No more logging in and out repeatedly. With Linked Workspaces, everything is conveniently accessible directly from the Deskpro interface. Learn about Workspaces
Schedule repeated tickets
Build Recurring Tickets to be created on a regular schedule, auto-filled with key properties and fields that provide all the context agents need when working on repetitive processes.
Organize tickets by Channel
Quickly and easily categorize your ticket queues with the new Group by Channel option.
Tickets are organized based on the channel last used to update the ticket.
Simplified Ticket Search
Easily shift your searches to the Ticket Search feature and conduct in-depth searches effortlessly.
Access Ticket Search directly from the new button on the Global Search app.
Enable external call transfers
Let agents seamlessly handle warm or cold transfers to external calling sources when you have outbound calling enabled to enhance your Voice channel.
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 features and improvements
We've also added the following features and improvements to the platform to enhance efficiency and flexibility working in the help desk.
- Add custom translations for Queues and Lists: Admins can now set custom translations for default Queue Sets, Queues, and Lists, providing a better experience for Deskpro Agents in other languages.
- Quick copy for Ticket IDs and Refs: We've extended the use of our quick copy feature. Simply hover over the field and click to copy the content, making it easier to share information with your colleagues.
- Agent @mentions notification: If you're @mentioned in an Agent Note and the note is edited, you'll now receive a notification to stay up-to-date with any changes made.
- Drag and Drop attachments for new tickets: You can now use the drag and drop method to add attachments when creating a new ticket in the help desk.
Team Deskpro Update 🐘
We also wanted to share some of the exciting things our team has been getting up to over the last month.
Deskpro at Digital First
We attended Public Sector Connect's Digital First 23 Event in Manchester. A conference that looked at digital technology and technology procurement within the government and wider public sector.
We had a wonderful day talking with so many people about Deskpro and listening to the speakers discuss digital innovation within the GovTech environment.
All these features and improvements are available in the latest version of Deskpro. We can't wait to hear what you think about the work we've done!
Stay tuned for next month's edition of The Deskpro Digest, where we'll bring you more exciting updates and the latest features available for your help desk.
