July was a major month for the DeskDay product team. This release brings the next generation of Helena, ticket escalations, public API and MCP access, the foundational capabilities behind our upcoming AI agent release, and redesigned management experiences across the platform.
Meet the next generation of Helena AI you copilot for the Service Desk
Helena brings a new set of AI capabilities that help your team work faster, resolve tickets with more confidence, and deliver a better customer experience.
Solutions: Helena now surfaces AI-powered solutions and recommendations based on its root cause directly inside the ticket, so technicians spend less time diagnosing and more time resolving.
Compose Replies with Input: Generate suggested responses while giving Helena your own instructions or context through a prompt, so every draft fits the situation instead of reading like a template.
Sentiment for Tickets: Helena automatically analyzes customer sentiment, helping your team identify frustrated customers early and prioritize the conversations that need attention first.
Ticket Escalations: When Expertise Matters
Make sure the right people get involved at the right time.
Teams can now escalate a ticket when specialized knowledge or additional support is required. Escalations help complex issues reach the right team members quickly, instead of sitting in a queue while a customer waits.
Public API & MCP
Connect DeskDay to the rest of your stack.
The DeskDay API and MCP are now publicly available. Developers and AI-powered tools can connect directly to DeskDay for integrations, custom workflows, automation, reporting, and AI agent experiences.
The groundwork for AI agents for your service desk started.
Skills let you define specialized capabilities and equip team members with them, so AI agents can handle support scenarios more effectively and more consistently. This is a foundational piece of the AI agent release which is going to release next month.
Enhancements
AI Agent Readiness
Several core areas of DeskDay have been enhanced to support the upcoming AI agent experience.
Control Center: Redesigned with updated grouping and navigation, making features easier to find and manage.
Team Members: Redesigned with a new interface and additional options for configuring team members and AI agent capabilities.
Boards: Redesigned with improved configuration options to support AI-powered workflows.
Ticket & Board Experience
Ticket Table: Added Summary and Description hover previews, along with improved checkbox interactions.
Bulk Selection: Select multiple tickets on the Ticket Board using Shift + mouse click.
Bulk Close: Closing multiple tickets now continues to work for eligible tickets even when one of the selected tickets is already closed.
Device Management: Add or select a device directly from a ticket.
Sentiment Visibility: View ticket sentiment directly from the QA Board and the Ticket Table.
Timeline: Improved in-chat activity visibility, with actions like adding/removing participants shown directly within the conversation timeline.
Draft Preservation: Message and Add Notes drafts are now preserved when the page is refreshed.
Reporting & Billing
Billing Stats API: Expanded API support with comprehensive billing statistics.
Technician Reports: Assigned tickets are now included in technician ticket reports.
Workflow & Automation
Workflow conditions and actions now support additional ticket and contract information.
Ticket Type and Ticket Subtype: Now available in workflow conditions.
Contract: Now available in both workflow conditions and actions.
Editor & Platform
HTML Editor: Increased the editor size for easier content creation and editing.
Platform Consistency: Improved overall usability and consistency across the redesigned areas.
Team DeskDay Team DeskDay
