IT-Connect Web Portal and Collaboration Tools for Better Ticket Management

This month’s DeskDay update is packed with enhancements designed to tackle operational friction and improve both end-user experience and team collaboration. Key updates include the introduction of a new web portal for IT-Connect, enabling end-users to easily create, track, and manage their support tickets. Additionally, we’ve streamlined collaboration by adding the ability to link internal knowledge base references directly to tickets.

These new features, along with a range of other valuable improvements and bug fixes, are all aimed at improving efficiency, reducing manual effort, and enhancing consistency in your daily operations. Here’s a breakdown of what’s new this month—

What’s new in DeskDay?

A new web portal for IT-Connect for end users to easily create, track, and manage their support tickets.

The new web portal is the latest upgrade to the DeskDay ecosystem, joining the already awesome lineup of Teams, mobile, and desktop. Now, your end-users can pick their favorite platform-whether it’s mobile, desktop, Teams, or the web-to create, track, and manage their tickets. It’s all about giving them the freedom to choose how they want to interact with the support team.

Add notes and links as internal knowledge base references on individual tickets for easier collaboration.

This feature streamlines collaboration between techs by allowing them to add internal notes and link relevant Knowledge Base articles directly to a ticket. It makes it easier to access and share useful information, speeds up ticket resolution, and reduces repetitive communication. It also fosters better knowledge sharing within the support team.

Additional Updates & Enhancements

1. Added full name field input for techs and users in creation drawers.
2. Simplified bulk user creation: only full name and email address are now mandatory fields in the uploaded file.
3. Removed mandatory fields (first name, last name); user type is now optional in bulk updates.
4. Set the default user type as ‘Normal’ if not defined on the template.
5. Added option to override global notification settings per customer.
6. Updated activation mail confirmation page for new signups.
7. Included the IT-Connect Web Portal option and link in the onboarding process, the Channels section, and the Downloads drawer.

Bug Fixes

1. Fixed issue where global settings were not consistently applied as defaults for all customers.
2. Fixed issue of Ninja ticket creation notifications not being received on DeskDay Web.
3. Fixed issue of Tags not working properly in the Ticket Table filters.
4. Fixed issue where SSO username appeared as “undefined” for certain older accounts.
5. Added logic to resend the invitation email automatically when login is attempted on a non-activated account.
6. Fixed error in “New chat message” template when overriding global settings with an MSP profile signature selected.
7. Fixed the issue of time added via notes not reflecting in the timesheet.
8. Fixed the issue of modal not closing after activity updates.
9. Fixed issue of ticket assignment notifications not triggering during or after creation.
10. Fixed issue of support desk email chat notifications not arriving for resource users.
11. Added support for saving time entries with zero hours in timesheets.
12. Updated QuickBooks configuration completion message to: ‘Your integration is complete! You’re all set to sync your invoices.’
13. Fixed swapped assignee names in tooltip display.
14. Ensured tickets with billable time entries are always marked as billable.
15. Fixed swapped tech/user names in ticket table display.
16. Applied alphabetical sorting to all tables and dropdowns, except for Tickets, Projects, and Announcements, which follow the latest-created order.
17. Fixed issue where expired default contracts caused errors while closing tickets.
18. Fixed error message display when the assignee is removed from a ticket.
19. Added confirmation drawer indicating all users will be disabled when a customer is marked inactive.
20. Fixed email content missing in ticket status change notifications from IT-Connect.
21. Fixed issue where time entries added from the resource app did not appear in the timesheet.
22. Fixed inability to add time entries via the DeskDay Resource mobile app.
23. Fixed incorrect scheduled time display in Ticket Schedule email template.
24. Fixed issue where sample data, notifications, and messages were only cleared after page refresh.
25. Prevented invitation emails from being sent to resources before account activation.
26. Fixed issue where the company signature was used when no override signature was selected.
27. Fixed issue of individual signatures showing when no global signature was set.
28. Fixed issue of ticket status not updating to ‘Assigned’ on the web when the assignee was added.
29. Fixed invitation email failures when customer name contained a comma (,).
30. Fixed issue where QA checklist completion was not triggering rule failure.
31. Fixed issue where changing boards via bulk update incorrectly triggered status change.
32. Fixed inability to re-add users after account deletion.
33. Fixed signup restrictions for users with previously deleted accounts.
34. Fixed issue of templates being incomplete for known users.
35. Fixed issue where replies from tech team to unknown email addresses weren’t received in private mail servers.
36. Ensured invitation emails are re-sent if superadmin hasn’t activated the account on login.
37. Fixed image ID display issue in chat when sending images from email.
38. Fixed issues with values on Customer Dashboard.
39. Updated onboarding toaster messages for service flow.
40. Implemented customer name sorting ignoring case sensitivity (A–Z, a–z).
41. Fixed issues where old and current status values were incorrect in the notification template.