Enhanced Attachment Controls in Desk Application
We’ve introduced new enhancements in the Desk application to provide greater flexibility and control over ticket closures and attachments. These updates empower Desk Admins to enforce better documentation practices while also removing previous limitations on attachments.
What’s New
● Configurable Mandatory Attachments on Ticket Closure: Desk Admins can now configure whether an attachment is mandatory when closing a ticket. This setting can be defined at the Ticket Category and Subcategory levels, allowing more granular control based on the type of issue being resolved.
● Unlimited Attachments Supported: The earlier restriction of attaching only a single attachment has been removed. Users can now attach multiple and unlimited attachments when closing a ticket or while adding comments to a desk ticket.
● Improved Documentation and Compliance: Category- and subcategory-level enforcement ensures that critical tickets require proper supporting evidence, while simpler tickets can remain flexible. Multiple attachments further enhance clarity and collaboration during ticket resolution.
These enhancements provide stronger administrative control and a more flexible user experience, ensuring desk tickets are well-documented, compliant, and easier to review throughout their lifecycle
Desk Admin – Complete Redesign for Improved Experience
We’ve introduced a complete redesign of the Desk Admin section to deliver a smoother, more intuitive, and efficient administrative experience. This revamp focuses on improving overall flow, usability, and clarity across all administrative tasks, making it easier for admins to configure and manage desk-related settings.
What’s New
● Redesigned Customer Service Boards: Managing Customer Service Boards is now more streamlined, with an improved layout and clearer workflows that make configuration and ongoing management simpler and more intuitive.
● Enhanced Vendor Service Board Management: The experience for setting up and maintaining Vendor Service Boards has been redesigned to provide better structure, easier navigation, and faster access to key actions.
● Improved Subscription Request Management: Subscription Requests can now be managed more efficiently, with a cleaner interface and a more logical flow that reduces effort and improves visibility into request statuses.
● Simplified Ticket Category & Subcategory Management: Creating, editing, and maintaining Ticket Categories and Subcategories has been completely reworked to ensure a smoother setup process and easier long-term maintenance.
This end-to-end redesign ensures that all Desk Admin configurations are easier to understand and manage, providing admins with a better workflow, improved usability, and an overall enhanced user experience.
