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News

Set 20

Release Announcements

Deskpro Horizon Release 2022.38.0

We are pleased to announce the release of Deskpro Horizon version 2022.38.0. This release includes several new features that our team has been developing, general improvements, and bug fixes.

Set 20

Product (Admin)

We have created two new SLA types

We have added two new SLA types to give you further control over time-based performance goals. These new types enable you to set more specific ticket handling goals and easily track your Agents’ performance. The two new SLA types are...

Set 20

Product (Admin)

Set a User's organization automatically with a new Trigger Rule

Apply a User’s organization automatically using our new Set Organization trigger. This new Trigger has been added to the Trigger Rule Builder so you can create or update a User’s organization effortlessly.

Set 20

Product (Agent)

Collapse and expand User Profiles to keep your workspace tidy

You can now collapse and expand the user profile on Tickets and Community topics by clicking on the user’s name in the properties. Hiding the User Profile will remove it from your view, giving you more space in the...

Set 13

Release Announcements

Deskpro Horizon Release 2022.37.0

We’re pleased to announce the release of Deskpro Horizon, version 2022.37.0. This release includes some new features that our team has been developing, general improvements to the product functionality and interface, and bug fixes.

Set 13

Product (Agent)

You can now download emails from a User's ticket

You can now download emails by clicking on a User’s email in the ticket thread and downloading it as a .eml file; we added this to make it easier to save specific messages or threads. You can do this...

Set 6

Release Announcements

Deskpro Horizon Release 2022.36.1

We’re delighted to announce the latest release of Deskpro Horizon, version 2022.36.1. This release includes some exciting new features, improvements to the interface and functionality, and a number of bug fixes. Our new features 💫 We have implemented a quick copy...

Set 6

Product (Agent)

Quickly copy data from fields with a click

We implemented a new quick copy function. Agents can now quickly copy information from fields across the helpdesk with one click. Simply hover over a field and click the copy icon, which appears at the end of the row, to...

Set 6

Product (Agent)

You can now view the Email Message Source

We have added the ability to view the Message Source for Emails received by the helpdesk. Viewing the source code of an email can be helpful if you need insights about an email, or it can be beneficial for your...

Set 6

Product (Agent)

Add Snippets and Attachments to the Follow Ups reply actions

You can now use Snippets and add Attachments to Follow Up reply actions. We have added this functionality to Follow Up replies to make it easier for you to create and format these automated responses.

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Getting Started (24)
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Using Deskpro (263)
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Sales, Billing & Legal (29)
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Additional Services (15)
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Developer & Reporting (99)
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Legacy: Getting Started (17)
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Legacy: How-to Videos (17)
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Legacy: Managing Deskpro On-Premise (132)
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Community

Featured topics

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Latest status changes

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Gwidi

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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.