The Deskpro Digest #13
- Authors
-
- Name
- David Anjonrin-Ohu
- Role
- Product Manager
After a year of growth and transformation in 2024, we're thrilled to be building on that momentum as we step into the new year. We're kicking off the year with new features and core functionality updates designed to improve how you connect with and support your users.
Train the brain behind your help desk brilliance 🧠
The latest updates to Deskpro AI provide your team with a tireless AI teammate, helping enhance your support operations every hour of the day.
Pull Knowledge from PDFs
Upload PDF data sources to transform them into organized, searchable content, serving as a valuable information source for AI tools across the help desk.
Expanded Productivity Tools
With AI tools on any channel (Chat, Social, SMS, and more), your team can use AI to draft messages, check spelling and grammar, expand replies, and insert ticket summaries instantly.
Have Smarter Chat Conversations 🤖
Transform your user interactions with the latest enhancements to your Chatbot.
Contextual Chatbot Conversations
Your Chatbot now supports follow-up questions, deepening the conversation while retaining context. This provides users with a more personalized and continuous chat experience.
Extended Bot Response Formats
Enhance your chatbot's capabilities with expanded Chatflow Response Options. Now, by supporting embedded content, audio clips, and file sharing, you can deliver a richer, more interactive user experience.
Simplified Chat Data Collection
Capture user-submitted information during chat interactions and map it directly to custom ticket or user fields, ensuring organized and easily accessible data for future reference.
Streamline Every Communication Channel 💬
Effortlessly manage communication across multiple channels with powerful workflow tools.
Simplify Social Support
Transform Instagram comments into actionable tickets without needing a linked Facebook page, enhancing your social media engagement flexibility.
Multiple Business Hour Sets
Manage calls outside business hours efficiently by linking specific business hours to voice queues, complete with personalized greetings and voicemail options.
Enhance SMS Ticketing with Automated Replies
Set up automatic SMS replies to ensure users receive immediate acknowledgment of their messages, such as "We have received your SMS and will get back to you shortly."
Make your Workspace your own 🎨
Deskpro’s flexibility allows you to customize the view of your workspace. Everything from column layout to ticket grouping, and now, enjoy a more detailed view of ticket assignments.
More Detailed Assignment View
Tailor your ticket view with the new collapsible assignment section, so you can choose between a streamlined or detailed interface to display assigned agent and team names as needed.
Connecting your Tools with Deskpro 🛠️
Integration improvements offer enhanced synchronization with all your favorite external tools.
Sync User Data to your CRM
CRM Sync enhances data management processes by allowing you to synchronize Deskpro user data with Salesforce, or another third-party CRM through webhooks.
HubSpot Custom Field Mapping
Map data to your HubSpot custom fields to better fit your business needs. Names now prefill automatically when creating contacts from Deskpro, simplifying the sync process.
Import and Export Widgets
Effortlessly import and export widgets to maintain consistency across environments or troubleshoot with our team. This functionality supports resolving issues and maintaining smooth integration.
Take a look at all these features yourself with a 14-day free trial or book a demo with our team for a walkthrough.
