Whats new 2019

Dashboard and Form features

This continues to be an area of SupportDesk that customers are leveraging to extend the functional scope of the system and provide great returns. The Form Designer now allows multi-tabbed forms, context sensitive prompts, user defined feedback forms and much more. Multiple tabs also provide an inherent workflow and allow the data to be grouped logically. A new Component now shows a concise view of the Ticket history. Other new features in the Forms include the automatic presentation of the appropriate form based on detection of the user privilege, a preview widget to show the last 10 tickets for the current customer, KPI reports on reporting dashboards with date prompting and “Top x” features.

Improved Room/Resource Bookings

Room/Resource Bookings has had a makeover and now offers an easy and efficient way to manage the booking of rooms or any resources that are available for shared use. The function can be bolted on to any existing SupportDesk Enterprise installation. To accompany Resource books SupportDesk can now send associate emails with an attached .ics (universal calendar format) file allowing bookings to be added to standard calendars.

Chat Integration with Slack

Once you have implemented Slack integration in your WebServer client, you can use the functionality with a chat application that you install from the Slack app directory. Slack acts a gateway for incoming messages from chat applications installed from the Slack app directory so agents can use existing features such as the slash command for creating tickets in SupportDesk from within Slack. The agent will then pick the folder in, which to create the ticket and the ticket will be logged.

Graphical Workflow Designer

SupportDesk now contains a graphical Workflow designer for all your processes, easing design and providing automatic documentation. The Status codes and relationships are created in-sync with the diagram, with fine tuning carried out in the Service Level Management screen.

Visitor Registration

Available as a stand-a-lone or integrated with “Bookings” is the Visitor Registration. All visitors can be quickly booked in and all required data captured along with any special needs or data specific to your environment.

Mobile Interface

The Mobile interface to SupportDesk has had a makeover, but design is still completed using the Form Designer and the Formname_Touch is still in action to offer specific forms if the system detects access via a mobile device.

What's new

SupportDesk 2019

Dashboard and Form features

Improved Room/Resource Bookings

Chat Integration with Slack

Graphical Workflow Designer

Visitor Registration

Mobile Interface

Email Developements

Outlook 365 Add-In

Triggering a QuickCall from mail subjects

Automatic Emails

Email Clipping

SMTP Server

Email Security

Data Driven Email Templates

New configuration features

Change Authorisation

QuickCall/Service Request options

Copy KB to a note

User defined multi select drop down

Last Updated By

Performance Improvements

First Assignment Status

AD Archiving

Increased size for call subject and KBase Problem fields

New to Reporting

Data as Percentages

Dashboard reports

KPI Reports

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What's new

SupportDesk 2019

Dashboard and Form features

Improved Room/Resource Bookings

Chat Integration with Slack

Graphical Workflow Designer

Visitor Registration

Mobile Interface

Email Developements

Outlook 365 Add-In

Triggering a QuickCall from mail subjects

Automatic Emails

Email Clipping

SMTP Server

Email Security

Data Driven Email Templates

New configuration features

Change Authorisation

QuickCall/Service Request options

Copy KB to a note

User defined multi select drop down

Last Updated By

Performance Improvements

First Assignment Status

AD Archiving

Increased size for call subject and KBase Problem fields

New to Reporting