Team DeskDay Team DeskDay
April was a busy month for the DeskDay product team. This release brings major improvements to recurring work, SLA management, service desk chat, email connector upgrade, automation, and ticket visibility.
Here’s what’s new and improved.
Set it once. Let DeskDay handle the repeat work.
You can now automate recurring tasks such as patch checks, backup audits, quarterly reviews, routine maintenance, and scheduled customer follow-ups.
Create a recurring ticket template once, choose the schedule, and DeskDay will automatically generate tickets with the right customer, assignee, priority, and SLA attached.
Supported recurrence options include:
Daily, weekly, bi-weekly, monthly, quarterly, semi-annually, and annually.
SLA management has been rebuilt from the ground up to give your team more control over how commitments are tracked, enforced, and escalated.
You can now configure SLA behavior with more precision across customers, priorities, schedules, and ticket workflows.
Priority-based targets
Set custom first response and resolution targets for Critical, High, Medium, and Low priority tickets.
Proactive alerts and multi-level escalations
Get notified before an SLA breaches and automatically escalate or reassign tickets when they are at risk.
Flexible timers
Control when SLA timers start, pause, resume, and stop based on ticket status, business hours, custom schedules, and workflow rules.
Global and custom defaults
Apply SLA policies globally or create customer-specific policies where needed.
Advanced SLA controls
Manage timer behavior for reopened tickets, priority changes, and other real-world support scenarios.
Service desk conversations just got more flexible.
We’ve added rich text formatting options inside chat, giving your team better control over how they communicate with customers and internal teams.
You can now use text styling, colors, and formatting options to make messages clearer, cleaner, and easier to read.
We’ve upgraded the Google email connector from IMAP to API-based connectivity.
This improves reliability, strengthens security, and ensures better compatibility with modern authentication standards and Google provider restrictions.
We fixed an issue where the auto-assignee rule was not triggering correctly for newly created and routed tickets.
You can now customize your ticket listing views.
Rearrange columns using simple drag-and-slide controls, so your team can view the ticket data that matters most to them.
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