You can now choose which ticket view opens first. When agents sign in or click Tickets, NeetoDesk opens the first view in their sidebar instead of always opening Unresolved.
To change it, reorder your views in Admin Panel > Ticket views. For example, move Active to the top and agents will land on Active. Agents who can't access that view will land on the first view in their own sidebar.
To learn more, read our help article.
Sometimes customers email team members directly instead of contacting your support address. When a team member forwards that email to NeetoDesk, the ticket should belong to the customer and not the person who forwarded it.
NeetoDesk can now use the original sender’s email address when creating tickets from forwarded emails.
The feature Use original sender as customer for forwarded emails is enabled by default for everyone. Now NeetoDesk identifies the original sender and creates the ticket for that customer.
This keeps customer information accurate and ensures replies go to the right person.
See the help article for details.
You can now rename built-in ticket statuses like New, Open, and Closed, so your team sees the wording they actually use.
To rename a status, go to Admin Panel > Ticket fields > Status and edit the team member label.
Renaming only changes the wording. Tickets keep the same status, and your automations, views, and macros continue to work as before. The new label also appears in ticket list filters and ticket volume reports.
To learn more, read our help article.
If you are moving to NeetoDesk from another helpdesk, you can now bring your existing tickets with you through the API. The Create ticket and Create comment calls accept the original dates, the author's email address, file attachments, and the ticket's id in your previous system.
Imported tickets keep their real dates, so your reports stay accurate, and notifications and automation rules are skipped by default so an import does not email your customers or agents.
To learn more, read the API documentation.
You can now list, create, update and delete custom ticket fields with the API, using your workspace API key. Until now, custom fields could only be managed one at a time in the Admin Panel.
A dropdown field can be created with all of its options in one request, so a field with hundreds of values no longer has to be typed in one option at a time. The same API updates a field later: rename it, add or remove options, or deactivate it when it is no longer needed.
To learn more, read the API documentation.
Out-of-office and other automatic replies that arrive outside an existing ticket conversation no longer create new tickets. NeetoDesk detects them using the headers added by autoresponders and moves them to spam, keeping them out of your inbox and ticket counts.
If an automatic reply is sent to an existing ticket, it will still be added to that ticket as a customer reply. NeetoDesk won’t send an automatic acknowledgement in response, preventing reply loops with autoresponders.
You can now use canned responses when creating a new ticket, not only when replying to one.
A canned response can also update the ticket's status, priority and custom fields when you insert it. For example, a "Refund processed" response can add the reply and close the ticket in one click.
To know more, read this help article.
We've redesigned how you create automation rules. The builder now reads like a sentence: When a ticket is created, if the priority is High, assign it to the Escalations group. This makes it easier to see what a rule does at a glance.
The new builder is live for everyone. Your existing rules keep working as before and open in the new builder when you edit them.
You can now export your tickets as an .xlsx file, and every ticket row carries the requester, the assigned agent, and the whole conversation in plain text.
When a customer asks for a copy of their ticket history, or you need to hand a set of tickets to someone outside the support team, the file is now readable as it is. Each row shows the requester's name and email, the assigned agent's name and email, and a conversation column with the full thread in order, one entry per message with the time it was sent, who wrote it, and whether they were the requester or an agent.
To learn more, read our help article.
You can now see every email NeetoDesk sends about a ticket in the ticket's activity log. Automatic replies from automation rules, customer satisfaction surveys, SLA escalation emails, notices about attachments that were too large, and delivery failure alerts all appear in the conversation timeline, in the order they went out.
When a customer says they never received an acknowledgment, you can open the ticket, click Show activities, and see what actually went out instead of guessing.
To learn more, read our help article.