The Deskpro Digest: October 2023
- Authors
-
- Name
- James Godwin
- Role
- Product Manager
Welcome to the latest edition of The Deskpro Digest, your go-to source for all the latest updates, features, and enhancements from Deskpro.
Let's take a look at some of the exciting updates we've pushed in October and how they can transform your help desk experience!
October in Numbers
This month, the development team has been focused on a host of new features that will be released throughout November. This means October has largely involved enhancements to the interface that help make day-to-day tasks more efficient and improve the help desk experience for both agents and end-users.
✨ Product Spotlight ✨
Recently, we extended part of our core functionality - the ability for users to be associated with multiple organizations in your help desk. To enhance this feature further, we've now added the option to manually set a ticket's organization.
Better centralization and management of user information
While our default behaviors will continue to set the Organization based on the User’s primary Organization, Agents with the necessary permissions can now manually modify this. This added flexibility simplifies ticket management, ensuring tickets are always linked to the most appropriate organization.
Add links to Help Center Forms
In our ongoing effort to enhance user experience, we've introduced a new ability for your Help Center Forms. Now, you can seamlessly incorporate links into the title or description fields of your forms.
Enable users to interact with your forms more intuitively, and give them a more streamlined experience as you can better provide context, guidance, and information at any step of your Form.
Learn more about constructing effective Help Center Forms
Streamlined stat management
This update offers quick and easy access to the stats editor, helping you make any edits to stats efficiently.
Just hover over a stat on the Navigation Panel and select edit to get started.
Learn more about using Reports
Expanded options for sort, group, and view preferences
We're thrilled to announce enhanced features for your Ticket Queues! We've expanded your ability to sort, group, and view preferences, providing you with more control and flexibility.
This includes the ability to sort by ticket subject, and for those using our Kanban View, we've added more date and time values. These updates aim to streamline your ticket management and organization process, saving you time and effort.
Additional Voice Permissions
Control the Agents that can mark themselves unavailable for queues.
Giving you greater control over team availability and empowering Agents to have autonomy over their workload.
Improved Email Variable menu
The titles for Email Template Variables have been made more descriptive to make navigation clearer.
This update will make it easier to find and use the most appropriate variable.
Other improvements to your help desk
We've made a series of enhancements designed to make your agent experience more streamlined and user-friendly across the product functionality and interface.
- Improved legibility across the interface: To improve readability, we've darkened the color of the gray text used across the interface. This subtle change enhances contrast and makes the interface more accessible.
- Added tooltips to Macro options: We added tooltips to improve the clarity of the Macro options Add Snippet, Add Reply, and Add Note to provide better guidance for Agents applying the actions.
- User's Organization will be auto-filled if known: To streamline ticket creation, the User's primary organization will now be auto-populated in the Ticket Form if they are associated with any organizations.
- Performance and speed enhancements: We've made updates to the behavior of queries against ticket counts, queues, and permission checks to improve the speed and performance of the interface.
You can check out more details and read about all the features and improvements that are now available from our changelog.
If you haven't yet, you should check out our Refer-a-Friend program. Recommend Deskpro to a friend or colleague and if they go on to use Deskpro, you both get a $250 Amazon voucher!
Refer a Friend
Share Deskpro with colleagues, professional connections, and friends in seconds from your profile under "Refer a Friend".
Team Deskpro Update 🐘
We wanted to share some of the Halloween fun we got up to at Deskpro HQ 🎃👻
To celebrate, we decked out the office in some creepy decor and the team conjured up some terrifyingly tasty treats for our Spooky Snacks event. Take a peek:
