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AI in Helpdesk

1. AI-Generated Ticket Summaries:

• The system will now automatically create summaries of ticket descriptions and comments. This includes both customer interactions and internal notes from your team.
• This feature is especially useful for long tickets, email-based tickets, and tickets with multiple followers.

2. Easily Change Comment Tone:

• You can now change the tone of your ticket comments with a simple click. A new "AI" section has been added to the comment editor, where you can select from different tone options.
• Once a tone is selected, your comment will automatically update to reflect the chosen tone.

3. Shorten Reply via AI:
   The system now allows you to shorten your replies automatically using AI. This helps make your responses more concise without losing any important information.

Schedule Comments on Tickets

A new Schedule Comment feature has been added to help users manage communication timing more effectively on tickets.

• A dropdown has been added to the "Add Comment" button on the ticket page.
• Users can now schedule comments for a later time or date using predefined or custom options.
• Scheduled comments will be saved and shown with a timestamp indicating when they will be sent.
• Users can choose to receive reminders before a scheduled comment is sent.
• Notification types for reminders include Email, Desktop, and SMS
• Comments can also be edited or rescheduled if needed.

New Assets Integrations – Mosyle & Google Workspace

1. Mosyle Integration (Apple Device Management):
   Users can now integrate Mosyle with Asset Management to automatically sync Apple devices. Once the Mosyle API is activated from your Mosyle portal, you can connect your account by using the API token. This allows for seamless syncing of device data into your asset inventory.

• Automatically import Apple devices from Mosyle into your asset records.
• Reduce manual entry and keep device details up to date.
• Supports all Mosyle subscription tiers with an open API.

2. Google Workspace Device Sync:
   In addition to Microsoft Azure AD, users can now sync devices from Google Workspace. This integration makes it easier to pull in managed devices associated with your organization’s Google accounts.

Directly move Ubiquiti and Meraki Devices to Managed Assets

New functionality has been introduced for assets detected from Ubiquiti and Meraki integrations.

• Devices manufactured by Ubiquiti or Meraki can now be automatically moved into the Managed Assets section upon detection.
• Users can select their preferences on syncing
• This reduces manual steps and ensures key network hardware is properly categorized for tracking and management.

Comment Editing for Basic Users on Ticket Page

A new feature has been introduced to improve comment management on the ticket show page for basic users.

1. Comment Editing for Basic Users:

• Basic users can now edit their own comments directly from the ticket show page
• The "Edit" option is only visible for comments authored by the currently logged-in user
• Comments created by other users cannot be edited, and the option will not appear.

New Page for Microsoft Virtual Desktop in Marketing Site

A new page dedicated to Azure Virtual Desktop has been created, making it easier for customers to learn about the solution and its benefits.

1. Introduction & Key Features:
   A dedicated page for Azure Virtual Desktop has been added to provide a comprehensive overview of the solution. It helps businesses optimize their IT operations by offering flexibility, full control, and scalability. The key features include:

• Control and Flexibility: Full control over virtual desktops.
• Audience: Ideal for organizations needing flexibility and control.
• Customization: Highly customizable with a focus on security and scalability.
• Cost Model: Pay-as-you-go, based on usage or fixed pricing.

2. Comparison Between Azure Virtual Desktop and Windows 365:
   This section provides a clear, side-by-side comparison of Azure Virtual Desktop and Windows 365 to help users determine which solution best fits their business needs. The comparison focuses on aspects like Control, Management, Cost Models, and Target Audience.
3. Visual Enhancements & Next Steps:
   The page features user-friendly visuals, comparison tables, and clear navigation to help users make informed decisions. It also includes actionable steps, offering options to either get started with Azure Virtual Desktop or connect with an expert for further guidance.

New Page Created for Azure Virtual Desktop in Marketing Site

A new dedicated page for Azure Virtual Desktop has been created to provide users with detailed information to help them explore and choose the best solution for their business needs. The following updates have been made:

1. Overview of Azure Virtual Desktop:
   The page introduces Azure Virtual Desktop and explains how it can empower businesses with full control over a scalable, cloud-based desktop experience. Users can learn how this solution can help manage remote work and optimize business needs.
2. Key Features of Azure Virtual Desktop:
   The page provides insights into the key capabilities of Azure Virtual Desktop, including control, flexibility, audience targeting, and customization to suit business infrastructure.
3. Call to Action Buttons for Further Assistance:
   Two options are provided for users to proceed: "Get started with Azure" and "Talk to an Expert" for further guidance and personalized support.

New Page Created for Windows 365 in Marketing Site

A dedicated page has been created for Windows 365 to provide all the details about this solution. The page includes information about how it works, its key capabilities, and a comparison with other solutions, making it easy for users to understand what Windows 365 offers.

1. Overview of Windows 365:
   Windows 365 is a cloud service that delivers a full Windows desktop experience on any device. It’s powered by Microsoft, ensuring security and reliability. Perfect for businesses needing an easy and secure solution for remote and hybrid work.
2. Key Features of Windows 365:

• Fast Setup – Get started in minutes with minimal setup.
• Consistent Experience – Same Windows desktop on any device.
• Microsoft-Managed – Microsoft handles all updates and maintenance.
• Predictable Pricing – Fixed monthly cost for easy budgeting.
• Secure Access – Access your desktop securely from anywhere.
• Reduced IT Workload – No complex configurations or maintenance required.

3. Call to Action for Further Assistance:

Two options are provided for users to proceed: "Get started with WIndows 365" and "Talk to an Expert" for further guidance and personalized support.

New Options Added Under Microsoft Solutions in Marketing Site

Two new options have been added under the IT Solutions > Microsoft Solutions section on the marketing website. These options will help customers easily access relevant software:

1. Microsoft Windows Server: A new link has been added that directs users to the AppDirect software page for Microsoft Windows Server.
2. Microsoft SQL Server: A new link has been added that directs users to the AppDirect software page for Microsoft SQL Server.