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News

Jan 24

Release Announcements

Deskpro Horizon Release 2023.4

We are delighted to announce Deskpro Horizon 2023.4. This release includes our new Facebook Channel, adding another social channel for a rounded omnichannel experience to your support. Alongside this, we made improvements to the product UI and fixed bugs to enhance...

Jan 24

Product (Admin)

Introducing the new Facebook Channel in Deskpro

Providing omnichannel support with our newest social media channel has never been easier. Our Facebook integration allows users to contact your agents through the Messenger app for quick help and support, enabling smooth two-way communication with users. You can link...

Jan 18

Release Announcements

Deskpro Horizon Release 2023.3

We are thrilled to release Deskpro Horizon 2023.3.1. This announcement includes an exciting new feature our team has developed to improve how agent time is managed in the helpdesk. This release also includes several new and upgraded features to enhance your...

Jan 18

Product (Admin)

Manage Agent Working Hours with Shifts

We are excited to share our new feature, Shifts. It is designed to streamline managing agent work status and increase control over ticket assignment based on working hours and agent availability. The Shifts feature introduces the concept of work statuses...

Jan 10

Release Announcements

Deskpro Horizon Release 2023.2

We are excited to announce Deskpro Horizon 2023.2. Today, we are launching a range of new and upgraded features which will improve your ability to make your helpdesk your own. For the full details of our exciting new features and a...

Jan 9

Product (Agent)

Toggle the display order of ticket messages

We’ve built the ability to toggle the order of ticket messages in the thread from oldest message to newest and vice versa. This option was added based on requests from customers who want to be able to choose their ti...

Jan 3

Release Announcements

Deskpro Horizon Release 2023.1

Wishing all of our customers a happy new year, and we are delighted to announce the initial release of the new year, Deskpro Horizon 2023.1.1. This initial release includes bug fixes and improvements that our team has been making before the...

Dec 7

Release Announcements

Deskpro Horizon Release 2022.49

We are delighted to announce version 2022.49 of Deskpro Horizon. Our developer team has been working hard to build new features, add functionality, and fix bugs to improve your helpdesk’s performance.New Features We have some exciting new features that wi...

Dec 6

Product (Agent)

You can now search against custom fields to locate tickets

Our Global Search app now supports searching against your helpdesk’s ticket custom fields, making it easier to locate specific tickets in the helpdesk when using the search functionality. We have added the ability to run searches against ticket custom fi...

Dec 6

Product (Agent)

We have added drag and drop to our Kanban View

We have made improvements to our new Kanban view. You can now move tickets into different columns with drag and drop, which will update ticket properties accordingly. You will be able to drag and drop tickets and update their properties...

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Getting Started (26)
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Using Deskpro (266)
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Developer & Reporting (99)
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Legacy: Getting Started (17)
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Legacy: Managing Deskpro On-Premise (131)
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Admin Guide

Welcome to the Deskpro Admin Guide which details installing, configuring and managing a Deskpro helpdesk as an Admin.

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Admin Guide

Welcome to the Deskpro Admin Guide which details installing, configuring and managing a Deskpro helpdesk as an Admin.
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Agent Guide

Welcome to the Deskpro Agent Guide which provides an overview of how to use Deskpro as an Agent.

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Agent Guide

Welcome to the Deskpro Agent Guide which provides an overview of how to use Deskpro as an Agent.
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On-Premise Controller

Welcome to the Deskpro On-Premise Controller (OPC) guide, which details installing, maintaining and monitoring Deskpro On-Premise as a Systems Administrator

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On-Premise Controller

Welcome to the Deskpro On-Premise Controller (OPC) guide, which details installing, maintaining and monitoring Deskpro On-Premise as a Systems Administrator

Reports Guide

This guide offers an introduction to viewing data about your helpdesk usage in the Reports feature.

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Reports Guide

This guide offers an introduction to viewing data about your helpdesk usage in the Reports feature.