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DeskDay May Release Notes

May was a big month for the DeskDay product team. This release brings major improvements to service desk chat, a fully redesigned IT-Connect experience, a reimagined ticket details screen, and a wide range of stability and workflow improvements across the platform.

Here’s what’s new and improved.

What’s New

Conversational Threading (CC in Tickets) is now Live

  • Manage Chat Participants: Collaborate with the right people on every ticket. You can now add internal technicians, internal customer users, and external vendors or contacts as participants in ticket conversations. Participants can be added or removed at any time, giving you complete control over who is involved in the discussion.
  • Participant Activity Timeline: Always know who is in the conversation. All participant additions and removals are now automatically recorded within the ticket chat timeline. DeskDay shows who added or removed a participant and when, giving you complete visibility and a clear audit trail of conversation membership changes.
  • Chat Search: Search through chat history to quickly find past messages, important context, and key conversations without endless scrolling.
  • Pin Messages: Pin important messages within a ticket chat for quick reference, so critical information never gets lost in the conversation.
  • Edit Sent Messages: Technicians can now edit chat messages within one minute of sending them, making it easy to correct mistakes or update information quickly.
  • Public Chat as Default: New tickets now default to public chat, helping technicians communicate directly with customers while still allowing internal and self messages and notes when needed.
  • @Mentions in Chat: Use @mentions to notify specific team members and users directly within ticket conversations, so important requests and updates are seen promptly.
  • Variables in Canned Notes: Canned notes now support dynamic variables, automatically inserting ticket details, customer information, and other fields into predefined responses.
  • Keyboard Shortcuts for Messaging: New keyboard shortcuts let technicians compose, send, and navigate messages more efficiently without relying on the mouse.

IT-Connect v2: Full Redesign (Is Now live)

A cleaner, more intuitive experience for your customers.

IT-Connect has been completely redesigned to deliver a more modern and streamlined experience for end users submitting and tracking support requests.

  • Channel settings for IT-Connect: Administrators can now configure channel settings to control which features are displayed within the IT-Connect application for customer users, creating a more customized experience for each organization.
  • Redesigned Ticket Details Screen: Everything you need, in one view. The ticket details screen has been completely redesigned. Technicians can now manage conversations, notes, time entries, checklists, knowledge base articles, and more directly within the ticket view itself. Everything is available inline, eliminating the need to switch between drawers and multiple screens.
  • Email Feedback on Ticket Resolution: Capture more satisfaction ratings, automatically. Customers can now receive feedback requests by email when their tickets are resolved, making it easier to collect satisfaction ratings and improve service quality.
  • Default Email Templates: We’ve updated the default email templates for newly created accounts to align with current branding, messaging, and content standards.

Enhancements & Fixes

  • Checklist Import: Fixed an issue where importing checklists containing more than 20 items could fail or produce incomplete results.
  • Timesheets: Fixed an issue preventing rejected timesheets from being edited or updated with new activities. Also fixed an issue where submitted timesheets continued routing approval requests to a previous manager after a manager change.
  • Recurring Tickets: Fixed an issue where skipping a future recurring ticket occurrence could incorrectly skip the next upcoming scheduled occurrence instead of the selected one.
  • IT-Connect Sessions: Fixed intermittent logout issues affecting IT-Connect users. Users will now remain signed in and will only be logged out after one year of continuous inactivity.
  • Helena + Hudu Integration: Resolved issues between Helena and Hudu that were causing synchronization failures.
  • Automation Rules: Fixed intermittent automation rule failures that could prevent workflows from executing as expected.
  • Long User Lists: Resolved display issues when working with large user lists in integration settings and dropdown selectors.

Legacy SLA Migration: Fixed issues related to updating SLA policies that were migrated from older account configurations.