The Deskpro Digest: March 2024

This month, we've launched a range of enhancements to Deskpro, designed to streamline management in the CRM, particularly when updating User information. Additionally, several updates have focused on improving data management capabilities and overall visibility in the interface.

March in Numbers

Before we get into the specifics, let's take a moment to reflect on the number of updates and enhancements we've successfully rolled out in March.

Now we'll dive into how these updates will enhance your Deskpro experience!

? Product Spotlight??

In March, we implemented a fresh design for our CRM profiles. We introduced a new table layout for Tickets on both User and Organization profiles, to give you a clearer overview of information.

We also enhanced Organization Profiles by moving the members list to a dedicated tab within a table format for improved visibility. Letting you switch between an Organization's Members and Tickets in a flash.

You now have the convenience of editing member information directly from the table, whether it's a User's role in the organization, their status as an organization manager, or even removing them from the organization entirely. Plus, clicking a User's name from the member table will open their profile in another tab so you can easily update other details associated with them in your CRM.

The update has been extended to Tickets as well. When you're viewing an Organization Profile from a Ticket, you can edit an Organization's Members, just like on the full Organization Profile.

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Improved SCIM Interactions

We improved the interaction between SCIM and Deskpro fields.

To ensure data mapping from the Identity Provider to Deskpro's fields is a far more streamlined experience.

Ticket Subscription Controls

Organization Managers that belong to multiple organizations, can now choose which organization's tickets they want to be subscribed to, ensuring they are only included in relevant communications.

Social Channels Enhancement

We enabled enhanced customer communication on Facebook, Instagram, WhatsApp, and X by adding support for images, audio, and video in DMs, Posts, and Comments.

Improved Auto-Publishing

We've enhanced the Auto Publishing feature to allow you to schedule your Help Content for publication at your preferred date and time with the new date and time picker.

Learn more about the Help Center

Editing Guides

We've made editing Guide Volumes and Chapters more user-friendly by adding checks and confirmations.

This improvement ensures agents have a clear understanding of where an item is going.

Other enhancements this month ??

1. Global Search Filtering: The filters you configure on the Global Search app will be remembered every time you open Global Search, saving you time and enhancing the search experience.
2. More Detailed Ticket PDFs: When you download a Ticket as a PDF, you will see more comprehensive information about the records linked to a Ticket, including Approvals, SLAs, and Tasks.
3. @mention Agents in a New Ticket: You can @ mention another agent when creating a new ticket with an Agent Note enabling better collaboration and communication among agents.
4. Better Ticket Locking Context: We've added tooltips for Locked Tickets to show who it was locked by when an agent hovers over the padlock icon for improved clarity and transparency.
5. Trigger UI Update: We changed the the Trigger Criteria input for Contains or Does not contain options to make it clearer that you can input multiple values.
6. Agent Only Community Fields: We added Agent Only custom fields to Community, allowing you to create Agent-specific fields for Community Topics.

Check out more details and read about all the features available in Deskpro.

Find out more

Team Deskpro Updates

At Deskpro, we believe in working hard and playing harder. This quarter, our team decided to switch up the usual meet-up routine with a fun-filled evening of darts and bowling!

Start a 14-day?Free Trial?today and test out these new features, or?Book a personalized Demo so we can walk you through the latest updates.