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.
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.
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
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.
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.
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.
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.
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.
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.
You can become a champion of support while reaping exciting rewards with our new Refer-a-Friend program.
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.