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.
Find out how to manage all your scheduling activities. Keep employees happy and customers receiving top-notch assistance, all without disruptions ⭐
Operational smoothness. Maintain proper staffing levels at all times.
Employee satisfaction. Fair and predictable schedules boost morale.
Cost management. Manage labor expenses effectively.
Superior service. Consistent staffing enhances customer experiences.
Flexibility. Easily adapt to changes or unexpected demands.
Discover the secrets to perfecting your shift planning in HelpDesk and keeping your actions hassle-free
Let's round up all the achievements of users in the last year! The number of resolved and closed tickets demonstrates the unwavering commitment of users.
9,961,803 solved and closed customer cases by all support agents
10,632,737 actions performed by automated workflows for you
323,816 tickets rated as great or okay by your satisfied customers
Hats off to you!
Take some time to evaluate your personal performance and...