HelpDesk
This HelpDesk roadmap outlines key projects and updates planned for the coming period. We're currently outlining initiatives for the Q4 2024 that focus on strengthening the ticketing system's functionality and improving the user experience.
We'll update the roadmap every quarter to reflect current and future changes.
To explore past releases and updates, please visit news.helpdesk.com.
AI reply suggestions will introduce Copilot, a live assistant that offers context-aware responses based on previous ticket conversations. This feature will help users reply quickly and accurately, with the suggested responses automatically populated in the message area for easy editing and sending.
Dark mode is scheduled for release to optimize user interaction and system performance. The feature reduces eye strain by lowering screen brightness, which is especially useful in low-light environments. It'll also improve accessibility for users with light sensitivity or visual impairments. The updated interface will support better focus and fewer distractions, promoting higher productivity.
The update of the new workflow capabilities will make it easier to create and manage workflows while offering more powerful options to streamline processes. These enhancements will let users build more efficient workflows tailored to their specific needs, improving overall productivity and flexibility without adding complexity.
AI similar tickets will automatically identify and display related past cases that align with the current ticket, allowing agents to reference previous solutions and apply them to new issues quickly. This feature will significantly reduce resolution time and improve consistency in handling similar cases so that agents can easily access the gathered knowledge without manual searches.
The contact form will be updated to offer greater personalization and flexibility, supporting multiple use cases. Users will have the ability to tailor forms to specific needs, with enhanced options for customization. These improvements aim to create a more versatile and adaptable contact form that better aligns with diverse requirements or use cases.
AI tag suggestions will intelligently analyze the content of each ticket and recommend relevant tags, making it easier to categorize and organize tickets accurately. By automating the tagging process, agents can focus more on resolving issues while maintaining a well-structured system that enhances searchability and reporting. This feature will definitely help streamline workflows and improve data management for more effective ticket handling.
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