Let's go through what we got done in Milestone M28 (Jan 13 - Jan 26).Bug Fixes:<ul><li>Enhanced email parsing to automatically exclude signatures and irrelevant content, ensuring customer replies remain concise and focused.</li><li>Resolved an issue with parsing emails containing deeply nested HTML elements, which previously caused multiple errors; all are now addressed.</li><li>Fixed additional email parsing issues where certain HTML tags were not properly removed from the plain text version of replies.</li></ul>

Milestone M28 updates

Add custom fields to tickets to capture additional information.

Custom ticket fields

Save and use predefined responses for common customer inquiries.

Canned responses

Create personalized ticket views to suit different workflows.

Custom views

Add internal notes to tickets visible only to your team.

Private notes

Organize tickets using tags for better tracking and filtering.

Ticket tags

Apply actions to multiple tickets simultaneously for efficiency.

Bulk action on tickets

Tag customers for better segmentation and tracking.

Customer tags

Automatically distribute tickets evenly to agents in a rotating order.

Round Robin ticket routing

Balance ticket distribution based on agent workload for fairness.

Load Balance ticket routing

Track and view all actions and changes made to tickets.

Ticket activity log

Combine related tickets into one to avoid redundancy and simplify resolution.

Merge tickets

Set up approval workflows for certain ticket actions.

Manage approvals

Define your business hours to align with SLA rules and availability.

Set business hours

Organize tasks related to each ticket for better task management.

Create tasks list

Collect customer feedback to measure satisfaction and improve service.

Customer satisfaction rating

Ensure timely responses with SLA reminders and escalations.

SLA reminders & escalations

Automatic alerts for ticket updates and activity on your email.

Email notifications

Create and manage API keys to connect with third-party tools and integrations.

Manage API keys

Prevent duplicate responses by notifying agents if a ticket is already being worked on.

Collision detection

Manage multiple email inboxes for better organization.

Mailboxes

Organize tickets by customer companies for better ticket tracking and support.

Add company details

Create and manage web forms for capturing customer inquiries.

Web forms

Assign agents to groups to handle specific types of tickets or tasks.

Groups

Access detailed reports to track team performance and ticket trends.

Report and analytics

Click Shift + ? to see keyboard shortcuts for quick and easy navigation.

Keyboard shortcuts

Create self-service articles to help customers resolve issues independently.

Knowledge base articles

Set permissions and roles to control team members' access levels.

Custom roles and permissions

NeetoDesk Features

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NeetoDesk makes managing customer queries easy and organized. When a customer reaches out,         a "ticket" is automatically created, allowing you to track, prioritize, and assign it to agents         quickly. All tickets are visible in one place, making follow-ups and timely resolutions simple.

Manage customer queries with NeetoDesk.

Automation rules in NeetoDesk help you perform pre-defined actions automatically when certain         events occur. These rules can automate various tasks, reducing the workload on support staff         and improve customer response times.

Automate your tasks & reduce workload.

NeetoDesk's Service Level Agreement (SLA) helps you set clear expectation. This feature allows         you to define ticket response and resolution deadlines based on priority and business hours,         ensuring your agents consistently deliver the high-quality service.

Never miss a deadline with Service level agreement.

With customer satisfaction rating, easily gather direct feedback from customers after each         interaction. After resolving a support ticket, a survey is sent to the customer to rate the         quality of the support, giving you accurate insights into your service quality.

Track customer satisfaction.

NeetoDesk's Reports and Analytics enable performance measurement through metrics on tickets,         agent performance, group performance, and customer satisfaction. This feature facilitates you         to monitor and identify pain points to improve and achieve timely resolution of customer issues.

Measure performance with reports and analytics.

Provide support on the go with NeetoDesk mobile app. Respond to tickets, access customer       information, and keep your support team productive wherever you are.

NeetoDesk Mobile App

NeetoDesk app allows you to view and manage all your support tickets at one place. No more         switching between different platforms, everything you need is right at your fingertips. Stay         organized and respond quickly to customer inquiries without missing a beat.

Manage all your tickets with ease.

Easily add and capture important ticket details with just a few taps. Whether it's a new issue         or an update to an existing ticket, you can quickly input relevant information and ensure nothing         is overlooked.

Quickly capture ticket details & more

Deliver timely assistance with real-time push notifications. Get alerts for new tickets, updates,         and customer messages, allowing you to respond immediately. With NeetoDesk, you can provide instant         support to your customers, ensuring their needs are met as quickly as possible.

Provide instant support as mails or notes

Stay connected on the go with NeetoDesk mobile app. Respond to tickets, access customer     information, and keep your support team productive wherever you are.

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Ticket Management

Integrations

Security & Access Control

Support

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NeetoDesk is a helpdesk ticketing solution for efficient customer support, streamlining inquiries, providing resolution and enhancing customer satisfaction.

Milestone M28 updates

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