The Deskpro Digest: September 2023
- Authors
-
- Name
- David Anjonrin-Ohu
- Role
- Product Manager
This month has been action-packed at Deskpro as we rolled out four new project management integrations, introduced an exciting feature for Deskpro Enterprise, and implemented numerous enhancements and bug fixes to elevate your overall Deskpro experience. Keep reading for a deep dive into all the latest updates from Deskpro!
September in Numbers
This month's development stats, saw our team making over 100 changes, updates, and fixes across the product functionality.
✨ Product Spotlight ✨
Experience the ultimate peace of mind with Deskpro's newest feature - User Two Factor Authentication (2FA) for Help Center, exclusively available to Enterprise Plan customers. Provide two methods of authentication: Email and Time-Based One Time Password (TOTP).
Add an extra level of security for your end-users
Enabling User 2FA ensures sensitive data is guarded with the highest level of security when Users manage their tickets via your Help Center. You control who it's enabled for and whether it is a mandatory login step, giving you complete control over secure access to your Help Center.
For more details about setting up Two Factor Authentication for your Help Center, check out our User 2FA Guide and enjoy enhanced protection and peace of mind with User Two Factor Authentication in Deskpro's Help Center.
Hola, Bonjour, 你好!
You can now support translation for all your Help Center content for a truly multi-lingual user-facing portal.
Translate and host multi-language Knowledge Base Articles, News Posts, Guide Pages, and Files for your global client base.
Create custom lists fast
Agents can now quickly create Ticket Lists from existing Queues.
The View as List button lets agents copy settings from an existing Queue to create and personalize a custom List in seconds.
Quickly preview search results
We added the option to preview a ticket message in the Global Search app to quickly see why it matched against the search term.
Toggle previews on or off easily from the top bar of the Global Search app.
Filter Lists against custom fields
Agents can now refine Ticket List results by filtering against Ticket Subject, Message, and Text in Custom Fields.
For more useful customization of Ticket Lists for help desk agents.
Add a User to multiple Orgs
We’ve added the ability to associate Users with multiple Organizations.
So users who are members of multiple organizations can be associated with all their relevant companies.
And some of the other important updates and improvements that have been made across your help desk:
- Ticket Summary Auto-Refresh: If an agent edits a Ticket Summary it will be updated for another Agent looking at it without the need to refresh.
- View Language IDs: We added IDs to Language Pack menus so you can more easily apply language to components such as the Messenger Widget.
- Added Department filter for Ticket Search: Agents can now refine Ticket Search using the Department is/is not filter to find tickets faster.
- Increased security for Auth & SSO tests: We enhanced the security of the Auth & SSO tests to ensure passwords are properly obscured during tests.
- Adjust your signature position: Move your signature in the reply box by toggling it on or off, and the signature will be inserted on your mouse cursor.
- Improved Approval Template Menu: The required fields for Approval Templates are now more obvious to improve the creation experience.
- Sort and Group Comments to Review: We added sort and group options (Forum, Brand, Author, Date Created, and ID) to Help Center and Community.
You can check out more details and read about all the features and improvements that are now available on Deskpro from our changelog.
Apps & Integrations
This month, we launched four project management help desk integrations. Get ready to supercharge your task management workflows with these new apps!
Streamline communication between your support, tech, and development teams with integrations designed to extend your team's collaboration capabilities.
- MeisterTask: Simplify everyday tasks with MeisterTask's unparalleled project management capabilities straight from your Deskpro help desk.
- Wrike: Connect your help desk to your Wrike account for robust and versatile project management software at your fingertips.
- Basecamp: Unite your help desk with Basecamp's powerful project management software that supercharges your support teams' task management capabilities.
- Bitbucket: We have built an integration with Jira's native Git tool, Bitbucket, to help development teams collaborate seamlessly with their help desk.
Get connected today! Log into your help desk and open Admin > Apps & Integrations > Apps. Select the app from the Available tab, then follow the instructions to link Deskpro.
Team Deskpro Update 🐘
Last week, regardless of golfing prowess, Team Deskpro took a swing down the virtual driving range and had a whack at some friendly mini-games.
The virtual golf was a great success with the "hole" team getting involved in the fun, blowing off some steam after another productive month.
Refer a Friend
And don't forget Deskpro's Refer-a-Friend program, for every successful referral, both you and your referee get a $250 Amazon voucher!
Share Deskpro with colleagues, professional connections, and friends in seconds from the Refer a Friend menu in your agent settings.
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.
