6330
  • 30 Jul 2025
  • 2 Minutes to read
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6330

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Article summary

Revamped Automated Tasks

The automated tasks experience is enhanced with features like

  1. Pre-Built Templates and Task Details:
    We’ve added a template selection popup to streamline task creation from pre-built templates. The task details tab now includes history logs and task metrics, providing more transparency and tracking.
  2. Simplified Automated Task Management:
    We’ve introduced a new right-side modal UI for managing automated tasks. This makes it easier to create, update, clone, and delete tasks without leaving the current page, streamlining task management.
  3. Calendar Widget:
    We’ve also added a calendar widget for date-based triggers, making task scheduling more intuitive.

Added Helpdesk Kanban View

Exciting updates have been made to the Helpdesk module with the addition of Kanban View, designed to improve ticket organization and enhance task management efficiency.

  1. Organized by Timeframe, SLA, Status, and Priority:
  • You can now sort your tickets based on timeframes such as Created Today, Created Yesterday, and Created This Week, so you can easily find tasks that need immediate attention.
  • SLA (Service Level Agreement) is now clearly visible, so you can see the deadlines for your tasks and ensure they are completed on time.
  • Tickets are organized by priority (Low, Medium, High) to help you focus on the most urgent tasks first.
  • The status of each ticket (e.g., Open, In Progress, Closed) is clearly displayed, helping you track progress without opening each ticket.
  1. Customizable Columns:
    You now have the ability to move or remove columns to suit your workflow and preferences.
  2. Smooth Drag-and-Drop:
    With the drag-and-drop feature, you can move tickets easily between columns to update their status and reflect their progress in real-time.
  3. Quick Ticket Overview:
    Each ticket displays essential details like status, priority, SLA, and timeframe, giving you a quick snapshot of the ticket’s information without opening it.

Added Knowledge-base Article Import/Integrations

OneDrive

  1. Upload & Convert:
    Import Microsoft Word documents from OneDrive and automatically convert the content into text for the respective Knowledge Base article.
  2. Seamless Workflow:
    Directly convert and add documents from OneDrive to the Knowledge Base with ease.

Embedded Knowledge-base articles on the ticket show page

A new Knowledge Base button is now available within the ticket system, allowing users to easily browse, search, and insert article links directly into comments or descriptions. The feature offers a smooth UI and one-click copy for seamless referencing.

Active toggle on people’s profiles

An Active toggle is now available on the People profile page to manage user availability for Helpdesk assignments. Inactive users are excluded from assignment dropdowns in automated tasks, ensuring only active teammates are included in ticket workflows. Previously selected deactivated users remain visible with a "Not Active" label, and tasks will automatically skip them.

Enhanced Custom Form User Experience

The drag-and-drop functionality in custom forms is now smoother and more responsive. Automatic scrolling activates when moving fields near the top or bottom of the screen, improving form-building efficiency. Layout adjustments support larger forms while maintaining a clean, consistent design across all devices.


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