You can now set colors for the Chat Widget itself, allowing you to customize this feature even more!
How do I set the color?
Simply go into Admin > Chat > Site Widget & Chat, and customize your colors!
You can now set colors for the Chat Widget itself, allowing you to customize this feature even more!
How do I set the color?
Simply go into Admin > Chat > Site Widget & Chat, and customize your colors!
We are really excited to announce that the new Trello helpdesk integration for DeskPRO is available from v5.6.
What is Trello?
Trello is a collaboration tool that organizes your projects into boards. In one glance, Trello tells you what's being worked on, who's working on what, and where something is in a process.
How do I enable the Trello integration with DeskPRO?
From the Admin Dashboard under Apps > Apps you can now install the much anticipated Trello App!
Once installed, you will be able to log in with your Trello account and sync this with your DeskPRO Helpdesk.
How do I use Trello with DeskPRO?
The new app allows you to Search, Pick and Create cards and link them to Tickets - all in one place! You can then see Tickets within Trello cards that appear in the relevant project boards!
Searching for cards:
Simply search the name or URL of the card!
Picking existing cards:
Simply select the card from an exsiting board or list!
Creating a new card:
Simply Add a title and description and add to a list on a board!
On the reports dashboard, you can now choose to select which team you want to see data for so you can see key metrics and stats per helpdesk team.
When a ticket has a ZIP file attached to it, you can now click on the 'View files' drop down and only download the most relevant files that you need.
You can now choose between the option to use a Gregorian or Arabic calendar for custom date fields.
Under Admin > Server > Server Settings there is now a checkbox to disable CSP headers. CSP is enabled by default.
Under Admin > Tickets > Email Accounts you can now choose to disable certificate validation for you SMTP outgoing emails.
Many email servers check DKIM/SPF headers for all incoming email. Now, you can configure DeskPRO to reject email messages that have failing DKIM/SPF headers. You can enable this from Admin > Tickets > Email Accounts > Advanced Settings.
The Zapier integration with DeskPRO is now available on your helpdesk (v5.4 and above).
Zapier is an automation tool that connects all of your various apps together. Now Zapier works with DeskPRO too! You can set up automations for events like new tickets, ticket updates, new people, and new organizations. For example, whenever a new ticket enters a certain filter, maybe you want to create a new Trello card.
This also works the other way. Configure Zapier to perform DeskPRO actions in response to other apps. For example, when a Wufoo form is submitted, create a ticket in DeskPRO.
Zapier helpdesk integration is currently in beta and is invitation only. Please contact us at email@example.com to request access. General availability of the DeskPRO Zapier app is expected in a couple of weeks.
We have added a setting that allows you to disable email preview text. Many email clients will show you a preview of email contents (e.g Outlook and Gmail). Enable this option to enable smart preview text so your client will show proper message contents. Without this your email client might not be table to show accurate previews. Disable this feature if you don't want this information being shown via email. You can find this setting under Admin > Tickets > Email Accounts > Advanced Settings.
DeskPRO has a number of fields that have hierarchies such as Departments, Organizations, Categories, Products and Custom choice fields. Reports will now denote hierarchy for example being able to see a total count for the organization and its sub-organizations. The below image demonstrates a few real life examples of what the reporting will allow.
We are always looking for ways to improve your experience with DeskPRO in terms of making it more user friendly. This is why we have introduced 'Click-to-edit' fields on tickets. You can now simply click on any field in your ticket properties box, such as Workflow or Category, and edit it straight away. Click on a field, edit it and press save at the bottom to make a change. You don't have to click on the gear to make fields editable anymore which is a great time saver and makes this process a lot more effortless.
We are really excited to introduce the ability to add rules based on custom fields to your ticket layouts. You can now add custom fields and create dependencies just like you can currently with our in-built fields. This adds a new level of customization, flexibility and dynamicness to your contact forms, as you can now expose only the most relevant fields to your users, based on what they have previously selected. This also means your agents get all of the information they need first time round and your users aren't subjected to the visual clutter of many optional fields that do not apply to them.
Hopefully you find this to be a useful feature that streamlines your communication with your users and allows your agents to be more efficient and faster at answering inquiries and troubleshooting issues.
To create custom field dependencies, simply go to Admin > Tickets > Departments > Layouts. Each field on your layout has a cog that allows you to add advanced customization. Select this and you will see the option 'Only show this field based on custom criteria'. You can then select from any custom fields you have created and set your rule!
Internet Explorer 9, released by Microsoft on March 14th, 2011, will no longer be supported by DeskPRO. This is for both On-Premise and Cloud users. This is in line with Microsoft's announcement in early 2016 to end support (including security updates) for old versions of Internet Explorer. More information on this here.
End of support means that DeskPRO will not fix any bugs related to Internet Explorer 9. This also means that the agent and admin interfaces will not work optimally when using Internet Explorer 9.
Why the change?
Browsers as an external technology, can influence the features and services that DeskPRO offers. These older browsers often lack support for new web technologies as well as the latest security updates from Microsoft. This change therefore allows us to use modern browser technologies to give you and your users the best DeskPRO experience possible- as well as add awesome new features!
What to do if you are using IE 9 or earlier
You need to upgrade to a more modern web browser. If you would like to or have to stick with a Microsoft browser, we would recommend Internet Explorer 11. If you are using Windows 10 you also have the option of updating to Microsoft Edge. These browsers will offer you improved security and an improved user experience.
Google Chrome and Mozilla Firefox are two other alternative browser options you could try out. These browsers are popular with many software providers including us!
If you hae any questions please contact us at firstname.lastname@example.org
We are excited to announce that the first release of our agent and admin redesign will be available to you soon. We are going to be slowly introducing a new look and feel to DeskPRO over the upcoming months, as we aim to have a new clean aesthetic that improves usability of the platform and ultimately functionality too, as we introduce new features and improvements. We understand that even small product changes can sometimes take a little getting used to, but we are confident that they will improve your DeskPRO experience and we are excited to introduce you to many new features in the new year. Please find a detailed walkthrough of all upcoming changes below.
New Header and App Bar
The first big change we have made is removing the separation between the agent and admin interfaces. Unifying the two interfaces means loading the admin section of DeskPRO no longer affects your view in the agent interface. Agents with admin access can simply click on 'Admin' and be in the admin section straight away, making it easy to swap and change between the two interfaces. This change has also substantially reduced loading times across the helpdesk for anyone with both admin and agent access.
We have also taken this opportunity to refresh the icon designs so that they are clearer and more inline with the cleaner aesthetic going forward.
When you first log in you will be greeted with a quick walkthrough guide to show you the ins and outs of our newly updated header. The changes were introduced to accommodate the fact that we have unified the interfaces, which created a need for a more consistent header. Functionality hasn't changed, just the placement and look of certain things and you will now be able to answer live chats, check notifications, search for tickets and create new content while you are in the admin area of your helpdesk.
Profile and Chat: We have moved the profile icon to the far right as this is a more conventional position in a web app and the chat icon follows to the left of this as it relates to your profiles online status.
Views: this remains in the same positions as the old interface.
Notifications: These have been separated from the search bar and moved to the right hand side now as they are not related to search at all.
Search and Recent Activity: This is now accessible in the top left and can be accessed from any area of the interface including Admin and Reporting. Search is no longer linked to just the ticketing interface.
Add New +: This has been moved into the header from the ticketing tab section. Now that the interfaces are no longer separated you can create a ticket, or new content from anywhere in DeskPRO without having to go to the ticketing interface. This will move slightly as other features are added to the header. It will be positioned closer to the tabs in the ticket interface after these changes.
This update will be available in version #5.2 for On-Premise users and Cloud helpdesks will be updated in the near future after the release. We would love to hear your feedback on the new header and app bar so feel free to email us at support.deskpro.com with your thoughts :)
We are excited to announce that you can now create a multi-brand helpdesk on DeskPRO. Multi-branded portals can be used to cater for the different organizations that you provide support to, different brands within your company or the different products and services that your organization offers. Each brand or product can have their own unique, branded portal with tailored content which you can manage from one single helpdesk!
This means unique knowledgebase articles, news posts, download files, chat widgets, contact forms and of course the ability to brand each portal with different logos, colours, fonts and layouts. Each brand will have its own subdomain so you can direct the right users to the right content! For set-up information click here.
Our new portal editor allows you to personalize each of your portals by giving you control over the look and feel, so you can recreate the style of each of your brands. You can edit details such as logos, fonts, welcome messages, colours and positioning. Simply flick between the different brands you have set up to customize each one!
*More advanced editing is available using our template and CSS editor.
Similarly, you can also create a tailored chat widget for each branded portal. This means customizing the colours, positioning, phrases used, as well as proactive chat settings. Simply flick between your different brands to change the widgets accordingly.
Using DeskPRO's departments, you can create unique contact forms for each brand. Capture the information you need from each group of users and only show the departments and fields that are most relevant to them.
Help your users have a more pesonalized experience, by creating custom content for each of your brands. The Publish app will now allow your agents to create knowledgebase articles and categories for each individual brand you set up. This will allow you to display only the most relevant content, and better organize your self-service content and documents for your users.
You can also create separate News posts and upload unique Download materials for each brand. This means your users will only be exposed to updates and content that is most relevant and useful for them.
*Please note, our Feedback feature is not yet available for Multi-Branded Portals.
Group tickets by brand, create filters to track these tickets and search for any relevant tickets for any of your brands too! Each ticket will be linked to a brand which will automatically be populated when a ticket is submitted via your portal, agents can update the brand when creating a new ticket, or a ticket is created by email.
To help you adjust your workflows and business processes to efficiently manage your multiple brands, you can create triggers, escalations and SLAs using brands as a form of criteria. Create automations for specific brands only, track brand specific SLAs easily and create processes to automatically assign tickets the correct brand!
You can now insert "brand" as a variable when creating snippets, helping your agents to manage multiple brands productively and efficiently.
Capture data on your key metrics and indicators in relation to each of your brands. Use DeskPRO's reports dashboard and builder to view and export data on brand related queries to determine trends and for any analysis.
Can I restrict agents to specific brands?
Yes you sure can! Let your expert agents manage the brands they know best, by creating permission groups that link to the right department and brand! Allow your agents access to as many brands as needed.
How do I set up unique contact forms for each of my brands?
Brands are linked to departments so you can set up a contact form for each department, and attach the relevant brands! This means you can display brand specific forms by creating unique departments, or display generic support forms to all brands!
The new DeskPRO portal system is now generally available for all customers.
If you're already a DeskPRO customer and you want to try out the new portal on a test helpdesk, you can sign up for a trial at www.deskpro.com/signup/ to explore the great design improvements and new features. (See our earlier post for a reminder of what the new portal system includes).
We'll make the new portal available for existing helpdesks soon - we know a lot of you are excited for this major update! If you have a Cloud helpdesk, we will email you in advance to inform you when your helpdesk will be updated to the new system.
It's important to know about your users. DeskPRO already enables you to keep detailed profiles for users and organizations, with notes, contact information, and easy access to past tickets and activity history.
We've added the ability to store files right on CRM records, for quick reference by your agents. It might be the custom software driver you made for a user, a VIP client's biography, a company operating manual, a set of invoices... anything that will improve your service.
When your DeskPRO helpdesk is upgraded to the latest version, you'll see a new Files section in user and organization profiles.
Have you visited our portal at support.deskpro.com recently? If so, you'll have noticed that it has a shiny, modern new look.
That's because we've updated it to the new DeskPRO portal system. It's not just a cosmetic update; the new portal has lots of new features and improvements which our developers have worked hard to build, based on your feedback and suggestions.
Of course, we're not going to keep this update to ourselves for long. Soon, you're going to be able to use the new portal system on your own helpdesk.
Let's go through the many benefits of the new portal.
The old portal didn't always look great on smaller screens, like smartphones. We've redesigned the new portal from the ground up to use responsive design: in other words, the layout will change to fit whatever device you're viewing it on, whether that's a phone, a tablet, a small laptop or a giant monitor.
Not only does the new portal look better, but it's designed to deliver a better experience for your users.
Here's an example: now, when a user logs in, they will be notified of any new agent replies at the top of the portal.
The list of all a user's tickets also indicates more clearly when a ticket needs a response, as well as providing a lot more information about each ticket at a glance.
The view of an individual ticket has also been greatly improved. Now the user can change who is CC'd in to a ticket after it has been created.
In the old portal, when you searched the portal as a user, the results included all types of portal content mixed together: News posts, Knowledgebase articles, Feedback items, and so on.
If your search term just happened to match a lot of News posts, they would dominate the search results - even if what you were looking for was a Knowledgebase article.
Now with the new system, different types of portal content are shown in separate sections, so it's easy to find the type of content you need.
You'll notice that search now includes the user's own tickets.
We've redesigned the portal editor to give you finer control of exactly how your portal looks. Now you can edit details like font size and element positioning without needing to be a web designer, so it's easier to style your portal to fit with the rest of your brand.
We've moved the controls to turn sections of the portal on and off to a separate page, outside of the portal editor.
If you're taking advantage of DeskPRO's usergroup system to present different portal content to different users, you'll find you can easily preview what the portal will look like to any group.
If you do need to customise the portal at a deeper level, you still have the option to edit the portal templates. You'll find the new template system simpler and easier to understand, and the editing experience has been greatly improved with the addition of color syntax highlighting and auto-complete.
Are wild spam robots submitting junk tickets and comments into your portal, wasting your time? The old portal had a bunch of options to prevent this with "enter these letters" CAPTCHA tests and rate limits. In the new system, you'll find we've put all the settings about this together in one convenient location.
We've also added the option to use Google's reCAPTCHA system, which can verify most humans without even needing them to complete a CAPTCHA challenge at all.
Submitting a new ticket from the portal is greatly improved.
All the input is stored as you type - just like in the agent interface - so if a user's browser crashes or they accidentally close the tab, they can continue right where they left off.
Users can drag and drop attachments to add them to a ticket, and even paste images straight into the ticket message - just like your agents can.
We've added the ability to provide translations for News posts, as you can for other portal content. Users can request email notifications when you publish posts, alongside the existing RSS feed option.
By popular demand, we've added a great new "pro-active" chat feature which allows you to offer a greeting to your users or ask them a question, before they initiate a conversation with you.
This is a great way to make your customers who are looking for support feel that you're eager to help!
While we were improving chat, we also added an easy-to-use editor which allows you to customise how the chat widget looks and behaves. You can change the size and wording of the chat button, use custom colors, change the position and size of the chat window, and more.
If you want to get a feel for how the new portal is better, please check out support.deskpro.com. If you spot any glitches, or have any questions about how the new portal will work on your helpdesk, email us right away at email@example.com.
There's nothing more annoying than losing work because your browser crashed, or, still worse, because you accidentally closed the wrong tab, so you can't even blame the browser.
We hate that too. DeskPRO already automatically saves anything you type in the ticket reply box. Now, we've eliminated another potential frustration by adding automatic saving of your work while you're creating a ticket.
It's very simple to use: if you're creating a new ticket and something happens (whether that's your browser crashing, accidentally closing the browser tab that DeskPRO's open in, or accidentally closing the ticket tab within DeskPRO), just use New Ticket and you can carry on where you left off.
If you decide that you want to abandon what you've typed and start again, you'll notice that there's a Discard Draft button that will delete the ticket contents.
With DeskPRO's snippets feature, your agents can quickly insert common phrases or "canned answers", and use variables to add a personalization, so the pre-written text can address each user by name or refer to details of their ticket.
To get the best out of snippets, it's important to write them carefully and only use them at the right time.
We've now added draft snippets, enabling you to create snippets which aren't shown by default.
You can now save a draft snippet and ask a couple of agents to review it, without making it visible to the rest of your agents until it's ready.
Another use for drafts is to hide snippets that are only useful at a certain time of year. No need to wade through all the snippets about your Easter product line to find the pumpkin spice FAQ.
We've updated the snippets section of the agent manual with full documentation of how to use drafts.
DeskPRO On-Premise admins, update your helpdesk now to get this feature. If you're a DeskPRO Cloud customer, we'll be rolling this out to your helpdesk soon.
If you have a lot of multi-step procedures that your agents need to carry out, you're probably already speeding things up by storing them as one-click macros.
If you've built up a big library of macros, it can take a while to find the right one. We've now added macro filtering so your agents can find the right macro more easily.
With macro filtering, you type a few letters or a word, and DeskPRO instantly displays only the macros which match what you entered.
We've also added the ability to store your macros in nested folders.
Now it's easier than ever for your agents to find the right macro for each situation.
You can even filter within a folder:
DeskPRO On-Premise admins, you can update your helpdesk now to get these features. If you're a DeskPRO Cloud customer, we'll be adding this to your helpdesk soon.
DeskPRO turbo-charges your agents with features to speed up everyday support tasks. Snippets let them quickly insert common phrases or "canned answers". Macros enable them to store several tasks and then carry them out with one click.
So you can ensure you're getting the most out of snippets and macros, we've now added snippet and macro usage reporting through DeskPRO's existing powerful reports interface.
You'll find built-in reports about how often each snippet or macro is used on your helpdesk at the bottom of the Tickets section.
Now you can see if your agents are making the best use of DeskPRO's high productivity interface, or if more training is required. Real usage information also helps you plan new snippets and macros.
If you need a more specific question answered, the same usage information is now available in your custom reports. You'll find the new variables you need to do this documented in the Reports manual.
DeskPRO On-Premise admins, you can update your helpdesk now to get this feature. If you're a DeskPRO Cloud customer, we'll be adding this to your helpdesk soon.
DeskPRO's authentication apps enable your agents and users to log in to your helpdesk with their account details from other services, saving you time on password management.
We know that a lot of DeskPRO helpdesks use authentication apps, so we're always looking for ways to improve them. We're pleased to announce two ways we've made our support for external authentication better.
When you enable agents to log in with an authentication app, you can choose what permissions they are granted.
You couldn't do the same thing for users, until now. For each user authentication app, you can now pick a usergroup that users will automatically join when they log in.
Suppose you have a database full of user records, but you only want to grant portal access to active subscribers; or you have an Active Directory containing records for everyone in your company, but you only want staff from the IT department to become agents.
We've now added a powerful filtering feature that lets you define which user records you want to use for DeskPRO authentication. You can create filters based on any information in your Active Directory, LDAP store, OneLogin, database or other external source.
You'll find full documentation about how to create your own filters in the Filtering a usersource section of the admin manual.
If you're using DeskPRO Cloud, we'll roll both these new features out to your helpdesk within the next few days. If you're using On-Premise, update your DeskPRO to get them now.
If you're the system administrator for a DeskPRO On-Premise installation, you'll naturally take the security of your helpdesk very seriously.
DeskPRO uses a one-way hashing function to store all user, agent and admin account passwords. This means that the real passwords aren't ever stored in the database at all: just a mathematical 'fingerprint' that can be used to confirm the right password was entered, but can't be used to reconstruct it (short of spending decades crunching numbers on a supercomputer).
So even if some wrong-doers get hold of your database backups, they can't get anyone's password.
However, DeskPRO can't use this hash technique to protect the passwords for your ticket email accounts. Your helpdesk has to provide the real password to your mail server or provider so it can download emails.
We've added a new option to the next version of DeskPRO On-Premise which provides more security for your email account passwords.
In the new Server > Encryption section in the admin interface, you'll see an option to encrypt the stored passwords. The details are all explained there, but the up-shot is that this prevents anyone reading the passwords from the database or a backup.
On-Premise admins, update your helpdesk to the new version now to get this feature. (Cloud users, as always, don't have to worry about technical details like this - the way Cloud handles email access means it doesn't store your passwords).
For more information about the improved password security feature, see the Sysadmin manual.
Sometimes a single glitch can produce a flood of tickets. A server goes down or a shipment goes missing, and now dozens of your users have the same problem.
To make it easier to handle that sort of situation, we've added support for problems and incidents to DeskPRO.
A problem is the underlying glitch: the burnt-out server or the missing shipping container.
A problem's incidents are simply the tickets generated by that problem.
(We've taken this terminology from IT support, but we think you'll find this feature useful no matter what you use DeskPRO for).
Tracking problems produces the following benefits for your helpdesk:
We'll be rolling this feature out to all Cloud helpdesks shortly. On-Premise admins, you can update your installation to get it now.
You'll need to enable this feature as explained in this section of the admin manual, and there's full instructions for how to use it in the agent manual.
When users email you directly, rather than writing to your support address, you can just forward their message to DeskPRO. DeskPRO is clever enough to process the forwarded email and make a ticket for the user based on the original message.
This makes for a fast and easy way to get emails into your helpdesk.
We've now added an option to make this feature even easier to use.
At the moment, when you forward an email into your helpdesk, anything above the forward gets processed as a message to the user. So if your email software adds a signature automatically, you have to remember to delete it - otherwise the user will get a short, enigmatic message with just your signature.
Of course, on a busy helpdesk, it's easy to forget to remove your signature.
If this is a problem you've run into, you'll be glad to know that we've added a setting to address this.
In Tickets > Forward Settings, under Ticket Forwarding — Inbound, you'll soon find this option:
Select this option, and any text above the forwarded message is treated as an agents-only note, not a reply to the user, preventing any stray signatures turning into puzzling 'empty' messages.
DeskPRO's billing and time log feature enables your agents to record monetary charges payable to the user, or track the time spent to resolve a ticket.
We've now added the ability to add your own custom fields to billing and time charges. This is ideal if you need to record extra information like the type of service rendered or a billing code.
Custom billing fields give you the same flexibility as DeskPRO's other custom fields: you can store text, dates, or predefined choices, choose if a field is compulsory, and even validate entered text against a pattern using regular expressions.
You can create custom billing fields in the new Fields section under Admin > Tickets > Time Log & Billing. (If you're not already using billing, you may need to enable it in the Settings section).
We'll be rolling this out to DeskPRO Cloud helpdesks over the next few days. If you're a DeskPRO On-Premise admin, you can update your helpdesk to the latest version to start using it right now.
See the admin manual for full documentation about setting up custom billing fields.
Do you check your DeskPRO email notifications on a smartphone or tablet? If so, you've probably noticed that the message previews you get aren't very informative.
On most mobile devices, the previews come out something like this:
REPLY ABOVE, REPLY ABOVE, REPLY ABOVE...
This was bothering us, so we've fixed it. In the next version of DeskPRO, we've tweaked the ticket notification emails so that, on most email apps, you get a preview of the actual message text:
For a few email apps, like Aquamail, you may need to change a setting to see the previews: see this article for details.
If you're a Cloud user, you will start seeing the improved previews in the next few days. DeskPRO On-Premise admins, update your helpdesk to the latest version to get this improvement now.
While we're proud of DeskPRO's web interface, we think it's also important to give your agents the flexibility to help users by email alone.
Currently, agents can reply to any email notification from DeskPRO to create a new ticket message and sent it to the user. Some of our customers have told us that this doesn't fit how they work.
In our latest update, we've added a new setting for admins, plus more guidance for agents.
Admins can now choose whether an agent reply by email becomes a reply to the user, or an internal agent note.
We've also made it much clearer in the notification text what will happen when the agent replies:
If your agents ever need to override the default setting you've chosen, you can train them to use email action codes.
Simply adding #note or #reply at the very top of an email reply lets them specify if they want it to be a reply to the user or an internal note.
This article has full details of how agent replies by email will now work (your agents can also find it using the Help link next to REPLY ABOVE in any email notification).
We'll be rolling this out to Cloud helpdesks over the next few days. If you're a DeskPRO On-Premise admin, you can update your helpdesk to the latest version get this feature right now.
Sometimes when you're creating a ticket on behalf of a user, based on a phone call or live chat or a watercooler conversation, you don't want to send them a message telling them that you know what they just told you. You just want to write down the problem and assign it to the best agent or team to fix it, and then message the user when you actually have something new to say.
We've now updated DeskPRO with the option to create a ticket and start with an internal agent note, instead of a message to the user.
You'll soon see a new TICKET NOTE tab when you're making a new ticket:
You'll notice that the default when you start with a note is to make the new ticket Awaiting Agent - which is what you'll want in this situation 99% of the time.
Of course, you can switch back to the ticket message tab if you realise you do want to send a message after all.
We're going to be rolling this out to your Cloud helpdesk soon. (DeskPRO On-Premise admins: you can update your helpdesk to version #407 or greater to get this right now).
Getting all your support email into a modern helpdesk platform is definitely the way to go (yes, we have a vested interest in saying that, but if you're already using DeskPRO then you'll have seen the benefits for yourself - and if you're not, the free trial page is this way).
But the downside is that it's all your support email. The bounces from the newsletter you just sent out; the misdirected LinkedIn invites; the out-of-office autoreplies, and the incomprehensible automated messages from misconfigured mailservers on the other side of the world.
Not every incoming email is a real user inquiry that should be turned into a ticket.
The solution is to use DeskPRO's flexible triggers system to automatically sort incoming tickets and get rid of these non-ticket tickets. Previously, you had to create triggers that matched common subjects, or the most persistent junk senders.
We've now added new, smart trigger critera that detect bounce notifications and automated responses.
Because these are new criteria within DeskPRO's existing trigger system, you have full control over what happens to these potentially annoying tickets. You can label them, decrease their urgency, assign them to a specific agent team for triage, or just delete them.
We'll be rolling out smarter triggers to Cloud accounts soon. (DeskPRO On-Premise admins: update your helpdesk to version #407 or greater to get the new criteria now).
Managing separate account details for each app your organization uses can be a huge drain on your time. If you ask each of your staff to juggle 37 different passwords, the chances are that most of them will end up being '123456', or, at the very best, 'letmein'.
That's why DeskPRO supports external authentication sources, so your agents and users can log in with their existing credentials from another system. It's one less password to remember.
If you're reading this, you're probably already aware that DeskPRO can fetch account details from Active Directory, LDAP and 6 leading databases. That's not the news.
The news is that we've now added Auto Sync for those sources.
Your helpdesk can automatically update user or agent records, regularly syncing to make sure your account credentials are all up to date (you can sync manually at any time, too).
Enabling Auto Sync for sources you've already installed is as easy as ticking a box and clicking Save.
We'll be rolling out Auto Sync to Cloud accounts soon. (DeskPRO On-Premise admins: update your helpdesk to version #407 or greater to begin auto syncing straight away).
We've revamped the DeskPRO website, with a fresh design to reflect the fact that DeskPRO is the cutting-edge helpdesk platform for 21st century organizations.
There's now a lot more detailed information about DeskPRO's features, and how our platform helps deliver excellent customer service for organizations of all sizes. If you're trying to convince your workplace to adopt a modern helpdesk, or you just want to spread the word about us, be sure to take a look, and send a link to the new site to anyone who could benefit from DeskPRO.
We've updated our customer testimonials page to include more of the big names who rely on DeskPRO every day. If you've been happy with your DeskPRO experience and you'd like to help us out by writing a brief recommendation, please drop us a line at firstname.lastname@example.org.
We'd also like to hear from you if you notice any teething troubles with the new site, like broken links or missing images, or if it doesn't display well in your browser.
Do you ever need a user to give you information about their organization before you can help?
You might need to know a site license code, or whether they work for a charity, or maybe you're trying to collect information about the size of each organization you support.
You can store all this information by adding fields to each organization's record in DeskPRO - but on a busy helpdesk, sometimes this important data ends up in ticket messages, or spread across the records of several users from the same organization.
Now you can make it easier to put information in the right place by adding organization fields to your ticket forms.
That means that when you're updating a ticket, you don't need to click away to the org record to add extra information. You just enter the information and it's added to the relevant org's record.
Even better, when users submit a ticket from the portal, they can add or update an org field (if they're logged in).
This feature is available in the latest DeskPRO update. If you're a Cloud customer, we'll be rolling it out to you over the next few days. Download administrators, you can get it now by updating your helpdesk as usual.
We're excited to announce a much-requested improvement for our customers who use DeskPRO's round robin feature.
(If you're not using round robins yet, they're an automatic way to assign incoming tickets evenly to a list of agents. That way, each ticket is assigned to an agent as soon as it comes in, and there's no temptation to 'cherrypick' the easy tickets.)
As a lot of you have pointed out, round robins would be better if they only assigned tickets to agents on the list who are logged in. So that's exactly what we've done:
Of course, if you want round robins to work as they did before, you don't have to enable this option. You can even set it independently for each round robin list you have.
You'll find this option in Tickets > Round Robin once your helpdesk has been updated to the latest version. On DeskPro Download, you'll need to update from the admin interface as usual. Cloud customers, we'll roll this out to you soon.
DeskPRO can already track user satisfaction by asking users to rate agent replies. We've now added some powerful new features to help you get the most out of satisfaction surveys.
Now you can improve the user response rate with a custom survey request email, and act on those responses instantly with special triggers.
Your users are prompted to fill in the survey when they receive an agent reply by email or view it on the portal; but they may be more focused on getting their problem fixed than on rating your support. We've created a new option to send out a final survey after the ticket has been resolved for a while.
You can change the wording of the email to encourage your users to fill in the survey by letting them know their rating is important to you.
Of course, to deliver great support, it's not enough to collect ratings: you have to act on them too. Now you can use special satisfaction triggers to carry out automatic actions in response to user ratings.
Label positive ratings for your marketing team to use, or follow up on negative ratings before you lose a customer.
These features are available in the latest DeskPRO update. If you're a Cloud customer, we'll be rolling them out to you over the next few days. Download administrators, you can get them now by updating your helpdesk as usual.
If you're asking your users to pick from a large number of possible values for a ticket field, a good way to make it easier for them to find the right option is to use nested choices.
DeskPRO already supports one level of nesting on some fields. Now we've added multi-level nesting for custom choice fields, so you can nest options as deep as you like.
Let's see how that looks on the user portal:
Just as before, you have to select a bottom-level option that doesn't have any suboptions below it before you submit the ticket form. So in this example, you can't select 'Refrigerator' - you have to select one of the subchoices under Refrigerator.
Of course, your agents can view and edit these multi-level fields as well. You can nest options as deep as you like to organize any of your custom fields with predefined choices (select-box, multiple select-box, radio button or checkbox).
To use these new fields, just create a custom choice field as usual, or edit your existing choice fields.
Let's say you'd love to switch to multi-level custom fields, but you already have the same information stored in the built-in Category or Product field for thousands of existing tickets.
We've got you covered. You'll find a new option to convert any of the built-in fields into a custom field.
DeskPRO will explain the conversion process before you confirm, but in brief, you'll keep the values of the field for all your existing tickets, and all your triggers and filters that used the old Category will keep working.
We'll be rolling out this powerful new feature to Cloud users over the next couple of days. If you're a DeskPRO Download admin, you can get it by updating your helpdesk now.
We want to make sure that you can get the best out of DeskPRO, so we've improved the way we publish our manuals and other guides.
From now on, your new destination for DeskPRO documentation is manuals.deskpro.com.
You'll find greatly improved online versions of all the manuals. They're now fully searchable, and you'll find it easier to link to specific sections or bookmark them for future reference.
(And if you prefer PDFs, don't worry - you'll find PDF versions of the manuals there too).
Of course, we'll still be updating our Knowledgebase with useful articles that fall outside the scope of the manuals, like FAQs, troubleshooting help, and configuration examples.
We've moved the content of those manuals into the Admin manual.
We used to host the old PDF manuals on the Download section of our portal. Now they'll be available on manuals.deskpro.com.
Email email@example.com to report any problems.
Our latest update adds a new app to tell you more about how your users connect to you.
You've always been able to see user IP addresses in DeskPRO, but a string of numbers like "18.104.22.168" doesn't tell you much at a glance.
With the new Resolve User Hostnames app, your helpdesk shows you the hostname associated with each IP, giving you a clearer idea of where the user is connecting from. Just mouse over a user message where the age of the message is displayed:
You can also see hostnames on agent messages, so it's easy to find out if another agent is logged in down the hall, or working from home.
You can choose to add a Hostnames section to your tickets, showing details of user (and, optionally, agent) connections:
Hostname information is also accessible through DeskPRO's powerful Report Builder, so you'll be able to analyse where your users are connecting from in as much detail as you need. Just use tickets_messages.hostname in your query. Here's an example of a simple report which retrieves hostname information.
If you want these features, you can install Resolve User Hostnames from Admin > Apps in about a minute. See this article for details.
If you're a DeskPRO Download customer, you'll need to update to the latest build to see the app. If you're on DeskPRO Cloud, we've rolled out the update for you automatically.
At DeskPRO, we know it's important that your helpdesk works with the rest of your software. That's why we offer a wide range of apps to integrate with third-party services.
Atlassian JIRA is a powerful issue tracking system. DeskPRO has had JIRA integration for a while, but now we've completely overhauled our JIRA app with more functions and a completely new interface style.
Now you have more options to link JIRA issues and DeskPRO tickets: link one ticket to multiple issues, or create a new issue based on a ticket.
JIRA information is displayed in a collapsible pane; you can open it only when you need it, or if you use JIRA integration a lot, keep it locked open all the time.
The updated app enables you to:
You can also create DeskPRO triggers which respond to JIRA events:
and add JIRA comments from your triggers, SLAs and escalations.
If you're currently using the old JIRA integration, don't worry: when you install the new app, all the links to JIRA that you've already created will continue to work.
See this Knowledgebase article for more details about the JIRA app, including a full installation guide.
You want to spend your time on customer service, not on managing passwords for your helpdesk. That's why DeskPRO provides authentication apps so your agents and users can log in with their details from other systems with our new Single Sign-On (SSO) helpdesk features.
Now we've greatly expanded your options for managing authentication.
We also support the widely-adopted SAML standard, which means you can use many other identity management solutions.
We've added true, automatic Single Sign-On (SSO) helpdesk support. Your agents and users can log in once, on a third-party service or your intranet, and then be signed in automatically as soon as they reach your helpdesk.
Or if you prefer, you can have them confirm the service they want to use to log in:
What if you need to integrate DeskPRO login with your own custom web service? For example, you might want your users to have a single, seamless login for your website and your DeskPRO portal.
Your developers can now implement that easily using the simple JSON Web Token (JWT) standard. We've got documentation and full example code explaining exactly what they'll need to do, and whatever web development language you use, there's probably already a JWT library.
For full details of managing authentication in DeskPRO, see the updated Authentication and SSO chapter in the admin manual.
If you're a coder who needs to integrate DeskPRO with other systems, the good news is that we have a comprehensive REST API. The new good news is that we've made it even easier to use by adding an interactive API browser.
Now you can easily explore the DeskPRO API and try out the available operations from a web interface. Just go to /api/api.html on your helpdesk and enter an API key.
You can enter parameters for any API operation and instantly see the result. So whether you're working out how to do something or troubleshooting existing code, development is quicker and easier.
DeskPRO already supports custom fields stored about your users. They work fine if you want to record information that can have the same range of values across all your users: their shoe size, or their birthday.
But what if you want a field that has different predefined values for each user?
Suppose you sell custom pet accessories, and you want to record which pet a ticket is about. The possible values for User A might be "Fido" and "Tigger", whereas those for User B could be "Shadow" and "Felix". A normal custom field won't work.
Now you can handle this sort of information with per-user custom fields. You can create a field that has different possible values for each user and edit them on the user profile.
When your users submit a ticket from the portal, they can select from their own, personalised values, or even update them.
And of course, we've added per-organization fields too. You could use them to record buildings in an organization, the server or domain a software problem relates to - whatever information you need to track with different values for each user organization you deal with.
Our admin manual has full details of how to use per-user and per-organization fields.
We're always looking for ways to make the agent interface faster and easier to use. Even though DeskPRO is web-based, we want working in your helpdesk to feel like you're using your favourite productivity software, not filling in a series of forms.
Our latest improvement is quick actions for tickets. Just hover your mouse over the title of a ticket in the list pane, and you'll see that the pop-up lets you carry out the most common ticket actions.
You can assign a ticket to yourself, or to any agent or team, or change its status.
As in previous versions, the pop-up shows you the last message on the ticket; now you can also see how old the message is, so you can see at a glance whether it's still relevant.
Web hook actions enable your automatic processes, like triggers, to call external services using the web's HTTP protocol. This means that with a little technical know-how, you can have DeskPRO talk to other web services: your helpdesk could post alerts on your intranet, or your web service could alert users when they have a ticket reply.
We've now added support for variables, so you can customize the HTTP headers and parameters with details of the ticket and provide more precise information to external services.
To use a web hook, just go to your admin interface and add a Call Web Hook action to a trigger, SLA or escalation.
See our admin manual for more details about web hooks.
Unlike other helpdesks, DeskPRO makes it fast and easy for agents to switch between different tickets and other items, with a tabbed interface just like in a browser.
The only downside of tabs is that you sometimes realise you still need a tab about half a second after you close it. That's why the best browser keyboard shortcut ever is Ctrl-Shift-T, to reopen what you just closed.
We've decided to take the lead from browsers and offer a Reopen function for our tabbed interface.
Just right-click on the tab strip, as you would to access the close tabs features, and you'll see that you can quickly reopen tabs. It's even better than the browser shortcut because you can pick from the last five tabs you closed.