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.