Build on DeskDay your way: Public API and MCP support is now live and available for early access. Request access
Team DeskDay Team DeskDay
This past quarter at DeskDay has been focused on one clear goal: giving MSPs and IT teams more control over service delivery while reducing the manual work that slows teams down.
In Q2, we rebuilt key parts of the DeskDay experience across SLAs, recurring work, ticket collaboration, end-user support, automation, and integrations. The result is a more connected, more proactive service desk that helps your team stay on top of commitments, collaborate better, and automate more of the repeatable work.
Here is what is new.
DeskDay is opening up new ways to connect your PSA with the tools, workflows, and AI systems your team already uses.
With the new Public API, teams can start building external integrations around DeskDay data and workflows, including tickets, customers, users, billing, time entries, attachments, SLAs, and more.
We have also introduced MCP support, helping AI-native tools and agents connect with DeskDay context more directly. This means your AI workflows can work with more relevant service delivery data, such as tickets, customers, SLAs, service history, and operational context.
This is especially useful for MSPs looking to connect DeskDay with RMM tools, accounting systems, dashboards, automation platforms, internal scripts, or AI agents.
SLA management has been completely rebuilt to give teams stronger control over service commitments.
You can now manage SLA targets based on ticket priority, define more accurate response and resolution expectations, and track SLA progress more proactively.
The rebuilt SLA experience also includes proactive breach alerts and multi-level escalations, helping teams act before a ticket turns into a missed commitment.
Instead of manually watching every ticket, DeskDay helps surface the ones that need attention, so techs and managers can respond faster and keep service delivery on track.
Ticket collaboration is now easier to manage directly inside DeskDay.
With conversation threading, techs can bring the right people into a ticket conversation without pushing the discussion into messy email chains. You can CC techs, customer users, and even external vendors directly into ticket chat.
The ticket conversation stays connected to the ticket, making it easier for everyone to follow the context, updates, and decisions in one place.
We also added improvements like message search, pinned conversations, and @mentions, so teams can quickly find important updates, keep key conversations visible, and bring specific people into the discussion when needed.
The customer-facing IT-Connect experience has been upgraded to make support easier for end-users.
IT-Connect v2 introduces a cleaner interface and a redesigned all-in-one ticket view, helping users raise tickets, track updates, follow conversations, and stay informed without needing to chase support through email.
The improved experience gives end-users better visibility into their requests while helping MSPs and IT teams deliver a more modern, organized support experience.
For teams managing multiple customers and end-users, this means fewer scattered conversations and a smoother support journey from ticket creation to resolution.
DeskDay automation now covers more of the repetitive actions that techs usually handle manually.
You can automate actions like starting timers, attaching knowledge base articles, adding checklists, applying tags, and more based on ticket events such as ticket creation, ticket closure, or status changes.
This helps teams standardize their service process without relying on techs to remember every manual step.
For example, a ticket can automatically receive the right checklist when created, a relevant KB article can be attached based on the ticket type, or a timer can start when work begins.
The goal is simple: reduce repetitive clicking, keep processes consistent, and give technicians more time to focus on work that actually needs human judgment.
Together, these updates make DeskDay more flexible, more proactive, and easier to build around.
From stronger SLA control to automated recurring work, better ticket collaboration, improved end-user support, and new API and MCP capabilities, Q2 was all about helping teams run service delivery with less friction.
We are excited to keep building toward a smarter, more connected PSA experience for MSPs and IT teams.
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