The new contact form interface gives you everything you need to structure forms just the way you like
With a super clear, easy-to-navigate setup, you can quickly build forms that capture all the essential info from customers while keeping things neat, organized, and looking sharp!
One-stop customization. Choose only the fields that matter most to your business. Keep your forms concise, focused, and tailored to capture the right info every time.
Organized layouts. Arrange each element to match your workflow. Your forms stay polished and professional, with a clean structure that looks great on any website.
Multiple forms for different teams. Set up separate contact forms for each team, directing inquiries straight to the right department to keep things organized.
Easy management. Handle all your contact forms in one place. Adding, removing, or updating forms on your website is quick and hassle-free.
Create forms that work for you and make every customer connection count!
This year wasn't just about keeping up but about stepping up. The updates added to your toolbox and elevated the way you connect, support, and grow. Let's take a look at these updates and make sure you know and use them in your daily support.
Save time with smart sets of actions. Automate repetitive tasks and breeze through tickets like a pro. Learn more
Fair workloads with auto-assignmentKeep workloads fair with auto-assignment. Spread tickets evenly and let your team focus on what matters. Learn more
AI-powered language detectionSupport customers in any language. Detect and route tickets instantly for smooth multilingual support. Learn more
Enhanced reporting insightsGet more precise insights with new reports on handling time and agent performance. Spot trends and improve flows. Learn more
Custom SSO for secure loginsSimplify and secure logins with Custom Single Sign-On — perfect for enterprise teams who need extra protection. Learn more
Full visibility with audit logsStay in the know with the audit log. Track who did what and when — it's all there for you. Learn more
New ticket sources addedTurn ChatBot and Webflow interactions into tickets automatically so nothing slips through the cracks.
Avatars for personalizationMake your profile your own with avatars! Add some personality or match your company's branding for a unique touch. Learn more
Dark mode for better focusWork comfortably, day or night, with Dark mode. It's easier on the eyes and looks sleek, too! Learn more
Create and manage automations easily with rules. The updated design makes automation simpler and quicker to set up than ever before. Learn more
Canned response in rulesAdd canned responses to rules to keep follow-ups, feedback requests, and replies swift and super personal.
Improved ticket viewsSort and filter tickets your way with the updated views. Stay organized and find what you need in no time. Learn more
Auto-saving ticket ratingsRatings are now saved automatically — no extra steps needed. Get feedback here and now, and keep growing. Learn more
Adding people to tickets manuallyLoop in colleagues or managers directly from the manual ticket creation form. It's quick and hassle-free.
Redesigned email settingsSetting up emails is now easier than ever with the redesigned, intuitive settings layout. Learn more
Better mobile experienceNavigate the app effortlessly with the improved mobile view. See ticket details faster and get more done on the go.
Manage customer questions and Shopify orders in HelpDesk. Track shipments, view order details, send updates, and more. Learn more
WordPress integration for better ticketingConvert WordPress contact form submissions into HelpDesk tickets instantly and streamline website support. Learn more
Slack integration for real-time support messagingConnect HelpDesk with Slack and manage tickets directly from your team's favorite communication app.
Contact Form 7 integration for effortless ticket creationQuickly turn submissions from Contact Form 7 into HelpDesk tickets to keep all inquiries organized. Learn more
Salesforce integration for seamless data managementSync HelpDesk with Salesforce to manage customer data and tickets seamlessly in one place. Learn more
Clearbit integration for enriched customer profilesAutomatically add valuable insights like job titles and company details to customer profiles with Clearbit. Learn more
This year, we launched the HelpDesk blog to give you a go-to space for tips, guides, and insights to make your work easier.
There's something for everyone, from topics like Workflow, IT Services, and Cybersecurity to handy "How to" guides and deep dives into integrations. With categories to help you navigate, finding the resources you need has never been simpler.
This year was incredible, but we're all just getting started, right?
Thank you for being such an important part of this journey. Your dedication inspires us!
May 2025 bring even more tools, features, and opportunities to help you raise the bar in customer care. Let's make it the best year yet — together.
Give your eyes and computer a rest with dark mode
Easier on the eyes. Reduce eye strain, especially in low light.
Saves battery. Extend battery life on OLED/AMOLED screens.
Better focus. Less bright light means fewer distractions.
Accessibility. Ideal for those with light sensitivity or visual impairments.
Sleek look. Enjoy a modern and stylish interface.
Fancy trying it?
We've refreshed the rule section with a sleek, user-friendly design to make everything more explicit and easier to use ⚙
Previously called "Workflows," this change not only introduces a new name but also sets the stage for even smarter automation and customization in the future.
What's new?
Streamlined layout. A more organized interface guides you through each step for a smoother, more intuitive experience.
Clear visual flow. Follow the path from conditions to actions, seeing precisely what you're setting up at a glance.
Although the settings have remained the same, the revamped design makes managing rules more enjoyable. Are you ready to give it a try?
Get things done more quickly and easily, even on the go. We've reimagined mobile ticketing to bring essential details upfront and streamline your view. This update makes ticket management quicker, smoother, and — dare we say — enjoyable!
Get crucial details at a glance:
Instantly view ticket status, requester's email, and assigned agent all in the ticket list.
New timestamp format shows "X minutes, hours, or days ago" for quick reference — no more exact date-checking needed!
Now, within any ticket:
Full ticket titles appear across the header, so no hidden details.
Direct access to the conversation feed from any link — stay focused on updates, ready to jump in.
Message view maximized for clarity:
Default one-line text box expands screen space for reading.
Formatting options are tucked away, leaving tools accessible without clutter.
Upgraded mobile ticketing so you can handle every task effortlessly!
Keep track of your ticket management with the new "Handling time by status" report.
This report gives you a clear view of how long tickets stay in each status and how much time they spend with different agents or teams. By understanding these patterns, you can easily identify where delays are happening and take steps to improve your response times ️
Use this report to:
Track the median of how long tickets are held in the Open, Pending, and On Hold statuses.
Compare different team performances.
Assess individual agent efficiency and identify training needs.
Get a daily breakdown of handling times by status.
Identify delays. Spot teams or agents with longer handling times.
Improve processes. Implement changes and monitor their impact.
Track performance. Get insights at the team and agent levels.
Start using this report today to refine your processes.