DeskDay September 2024 Product Update Note: Integrations and Mobile Service Desk making their entrance

As September rolls out, we’ve made some serious upgrades to DeskDay that were designed to supercharge your MSP’s efficiency. Whether it’s the early access to NinjaOne RMM our Mobile Service Desk to our privileged customers, or streamlined billing with auto-generated invoice numbers, these new features are here to lighten your load and boost your performance.

Take a look at the release notes and discover how these enhancements can help you deliver faster, smarter service for your clients.

Early Bird Version of NinjaOne RMM for Privileged Customers

The DeskDay-NinjaOne integration simplifies MSP operations by automating ticket creation from system alerts and providing direct remote access to client devices. This allows MSPs to respond faster to issues, preventing missed alerts and reducing downtime. The integration enhances productivity by centralizing alert management and remote troubleshooting within the DeskDay interface.

Early Bird Version of Mobile Service Desk for Privileged Customers

The mobile service desk lets MSPs manage tickets and provide real-time support from anywhere, increasing flexibility and responsiveness. Techs can address tickets on the go, improving service delivery without being tied to a desk, ensuring quicker resolutions and better customer satisfaction.

Export Data from Tickets, Projects, and Timesheets as CSV 

Exporting data from tickets, projects, and timesheets as CSV files enhances reporting and decision-making for MSPs. By providing quick access to critical information, this feature allows for easier sharing, auditing, and custom analysis.

Clickable Dashboard Data for Tickets 

Clickable dashboard data for tickets streamlines navigation and boosts tech efficiency. This update reduces time spent switching between dashboard views and ticket details, allowing techs to respond to issues faster. The enhanced navigation improves ticket resolution workflows, leading to quicker responses and higher customer satisfaction.

Chat Mode Indicators for Private, Public, or Self-chat 

Chat mode indicators for private, public, or self-chat provide a clear communication context, reducing errors and privacy risks. Techs can confidently manage internal or user communications, knowing their current chat mode. This ensures smoother operations and secure interactions, whether handling private notes or engaging in public discussions with teams.

Additional Updates and Enhancements: 

• Revamped the notes & time drawer to improve the time entry process and enhance user experience.
• Added the option to auto-generate invoice numbers specific to each MSP.
• Brought in default billing template for MSPs.
• Introduced a new section under “Ready to Bill” for fixed contracts.
• Invoice numbers can now be manually edited and modified within the invoice.
• Updated the sorting order on the customer filter inside the ticket table in ascending alphabetical order.
• Updated the format for scheduled and actual time in the ticket to display as hours and minutes.
• Blocked the addition of assignees in closed and canceled tickets.
• Updated the design of the searchable country field on the signup page.
• Made the last name field mandatory during signup.
• Updated the design of the product and expense drawer.
• Updated toaster content when adding products and expenses.
• Set a character limit for product name and product type, and fixed issues when inputting large amounts for the price.
  

Bugs fixed:

• Fixed issue with displaying resource name in the time entry.
• The count of selected filters not appearing within the ticket table filters.
• Unable to update a customer’s email and phone number.
• Fixed issues with deleting time entries.
• Removed the round checkbox from the checklist section during ticket creation.
• Fixed ticket creation time to now align with the resource’s time zone.
• Removed the dark background color from the invoice ID field, making it non-editable on click.
• Corrected the email content error in the “Reset Password” email for resources.
• Fixed notification count mismatch when clearing sample data.
• Fixed issues with sending attachments via email.
• Resolved sorting issues in the ticket list based on usernames.
• Fixed chat visibility issues in email-based tickets.
• Messages sent from the System App are no longer listed in the notifications for older tickets.
• Blocked the ability to add a child ticket to a merged ticket.
• Fixed caching issues within child tickets.
• Resolved design issues with the Timesheet Approve/Reject modal.
• Fixed issues with multi-select options in notifications where blocking the save button popup.
• Resolved an issue where messages sent by customer users from the IT Connect mobile app were only appearing in their notification section.
• Fixed issues with time entries of different customers being selected in the “Ready to Bill” section.
• Corrected the missing % symbol in the tax field on invoices.
• Fixed an issue with receiving emails for invoice drafts.
• Corrected the template dropdown on the invoice page accessed through “Ready to Bill.”
• Fixed the toaster error when only spaces were entered into the mail subject field.
• Resolved issues when adding 0% tax for billing templates.
• Fixed a caching issue in the tax drawer.
• Fixed no service type was showing in the “Ready to Bill” table for products and expenses.
• Fixed issues with the discount field in billing templates.
• Resolved issue where contract details are displayed randomly when selecting advanced settings.
• Resolved the required field validation message issue on the Tax configuration page.
• Fixed issues with fetching the mail subject and body from billing templates when creating invoices from a draft.
  

DeskDay August 2024 Product Update Note: Setting New Standards in the MSP Industry

This August, we’re shaking things up at DeskDay with some seriously cool features that are all set to transform the way MSPs work. We’re introducing Multi-ticketing, Watchlist, and Message Hub—each one designed to make your service desk slicker, quicker, and more efficient than ever before.

These aren’t just upgrades; they’re a whole new way of tackling the day-to-day challenges MSPs face. Read the release note to see how smoothly your operations can run when you have the right capabilities at your fingertips.

Multi-Ticketing

By streamlining multiple ticket management, multi-ticketing addresses a common pain point in traditional service desks: the inability to manage multiple tickets simultaneously effectively. This feature allows techs to pin up to seven tickets, enabling them to work on all of them effortlessly without toggling ticket windows or losing context. 

With live ticket timers, techs can monitor the time spent on each issue, ensuring prioritization and timeliness. Multi-ticketing transforms the service desk workflow by reducing the cognitive load and increasing efficiency, allowing techs to handle urgent tasks alongside routine inquiries, thus elevating the overall productivity and responsiveness of MSPs.

Watchlist

By keeping critical tickets, tasks, and projects just a click away, Watchlist helps MSPs quickly access high-priority or frequently referenced items without searching the entire Service desk system. Techs can customize the Watchlist as priorities shift and reduce stress by ensuring every critical task is readily available as a memory aid, always within easy reach. This streamlined access transforms how techs manage time and priorities, keeping them efficient and focused.

Message Hub

DeskDay’s Message Hub centralizes messages in a single, accessible location, reducing the need to toggle between screens or dig through multiple tickets to find and reply to conversations. Instant notifications ensure no message is missed, facilitating quicker responses and continuous progress on ticket resolutions. By streamlining communication, Message Hub helps MSPs improve operational efficiency and enhance the end-user experience by accelerating issue resolution.

Additional Updates and Enhancements: 

• Removed the alert center icon and reorganized notifications and messages into separate sections.
• Moved notifications to the top right corner, adjacent to the profile icon.
• Updated the side navigation bar to expand only when a submenu is available on clicks.
• Added tooltips for modules in the side navigation bar.
• Enabled assignment of a new assignee to projects if the default assignee is removed.
• Made the country dropdown in the sign-up page searchable.
• A button on the side navigation bar was added to inform customers of new changes.

Addressed Bugs:

• Resolved issues with receiving attachments in email replies from users.
• Ensured that all tickets and tasks with active timers appear at the top of the watchlist.
• Addressed updating ticket types for new tickets.
• Fixed a problem with adding a domain previously associated with a deleted customer.
• Corrected pagination issues when no data is present in tables.
• Resolved display issues with taxes and discounts inside the billing template.
• Addressed a message count issue when sending a canned note as a self-message.
• Fixed issues with adding customers whose names were previously used by deleted customers.
• Removed the SLA requirement when creating a service ticket template.
• Resolved UI issues within the billing template under the customer’s Billing & Invoice section.
• Fixed the deletion of project templates.
• Corrected updating the variable attribute name.
• Resolved the ticket ID issue for connection test tickets from N-central.
• Removed the merge option from the ticket table.
•  Adjusted footer height on the timesheet home page.
• Addressed the issue of sending multiple canned notes when clicked more than once.
• Fixed content issues within the control center descriptions.
• Resolved duplicate notifications in the IT-Connect for ticket creation.
• An asterisk symbol was added to the new canned note creation page.
• Fixed the display of inactive resources as active in the resource listing table.
• Corrected the toaster notification for resetting passwords for locked users.
• A word limit for the address field in the company details section was implemented.
• Resolved content issues for resource mail notifications.
• Addressed issues with updating ticket status on notes and time drawer.
• Resolved the bad request error if long characters are added to the SLA title and description.
• Fixed the issue where members couldn’t be removed unless a field value was updated on the user group.
• Resolved UI issues in the resource type details section.
• Addressed an issue with updating contracts during ticket creation.
• Corrected the display of active status for the MSP account owner.
• Removed unnecessary space between the headings of the user section.
• Resolved issues with users not appearing in the customer hub ticket table within customers.
• Corrected UI break on the merge ticket page when the customer has a lengthy name.
• Resolved issues when creating a customer with a name exceeding 256 characters.
• Restricted templates on IT-Connect to users who have that option enabled.
• Removed the mandatory field requirement for the phone number of a resource.
• Added a toaster notification to reset the password for any locked resource account.
• Removed notifications for inactive resources related to ticket creation emails.
• Fixed total and subtotal discrepancies on the invoice dashboard.