Update – Released 03.01.2021

  • Microsoft Teams Extensions: you can add it to your Microsoft Teams and other solutions, it collects tickets from different Workspaces and requests types to show them outside the Helpdesk app. It is configurable enough to filter data and show columns that you care about.
  • Ability to change app theme
  • Ability to change app logo

Update – Released 09.12.2020

  • Filters/Views, it gives the ability to create custom views of tickets to organize and show requests that are most important to you.
  • Change workspace type (Public/Private).
  • General bug fixes.

Update – Released 18.11.2020

  • Form builder, it gives the ability to customize form per request type

Update – Released 05.10.2020

  • Adopt new user experience to manage tickets through workspaces
  • Watchers to subscribe tickets
  • Private notes
  • Posts and mentions

Update – Released 15.03.2020

  • Canned responses to populate predefined responses
  • Custom ID, build ticket id from sequence, area, and date combinations
  • Area admin to edit and re-assign area tickets
  • Calendar to view my important dates such as tasks, tickets, reminders

Update – Released 19.09.2019

  • Added Multi-lingual UI support for Helpdesk: Now supporting Turkish, Russian, Portuguese, Danish, Swedish and Norwegian.
  • General bug fixes.

Update – Released 22.08.2019

  • Added Multi-lingual UI support for Helpdesk: Now supporting English, Arabic, German, French, Italian, Spanish, Dutch and Polish.
  • On-boarding experience revamped.
  • Email templates can be edited, which emails are sent out can be changed.
  • New row in Form Templates: Lookup row.
  • Actual work for each task can be inputted, Helpdesk will then tally the numbers and add them to reports.
  • Ticket creation via email improved.
  • General bug fixes.

Update – Released 28.06.2019

  • Email Communication between ticket authors and assignees.
  • Ticket history now re-designed, includes clearer text and pictures of the user who performed the action.
  • General bug fixes

Update – Released 30.05.2019

  • Activities can be added to tickets. Including tasks (follow-ups, appointments, calls, emails), reminders (follow-ups, appointments, calls, emails) and approvals (through approval templates).
  • Ticket authors can now cancel tickets that have not been assigned yet.
  • Managers of multiple teams can now re-assign tickets between teams.
  • Track users who have re-opened the most amount of tickets, in addition to filtering re-opened tickets in the ticket viewer.
  • General Bug Fixes.

Update – Released 29.04.2019

  • Rich text box added to tickets and service request creation screen.
  • New template for email notifications.
  • Ticket menu’s re-designed to a tab design.
  • Auto-close can be set in hours instead of days.
  • VIP Escalation button now optional (can be toggled on from Miscellaneous Settings).
  • Discussion Board (update now optional, can be created per ticket.
  • Users can open tickets they have access to from the tickets menu now, not just through the new ticket notification or the tasks bell on the upper-right side of the menu.
  • General bug fixes.

Update – Internal release

  • Bug fixes and internal testing.

Update – Released 11.04.2019

  • Added the discussion board to tickets, with the option of sending email notification to relevant parties whenever a comment is left on the board.
  • Re-designed general settings menu.
  • Added manual routing: applies to all tickets. Ticket handling Teams are turned off, ticket assignee is selected directly from the ticket creation screen by entering name or email.
  • General bug fixes.

Update – Released 26.03.2019

  • Added site manager: site managers have view-only permission on tickets that fall under their sites.
  • UI re-design.
  • General bug fixes.

Update – Released 20.01.2019

  • Enhanced user management.
  • Task notifications appear when a new task has been assigned.
  • General bug fixes.

Update – Released 30.10.2018

  • Task delegation added.
  • Ability to export ticket data to Microsoft Excel.
  • Reporting tools added to Excel.
  • General bug fixes

Update – Released 24.09.2018

  • Service Requests module added to Helpdesk.
  • Integration with SteadyPoint Assets Management Add-in now possible.
  • Ticket history now visible
  • Default text can be added to ticket description.
  • Ticket fields customization through form templates.
  • Tickets can be now be re-opened after they have been closed.
  • General bug fixes.

Update – Released 08.06.2018

  • New Routing Engine options: SPOC (Single Point of Contact) and Direct Assignment.
  • Mobile responsiveness.
  • GUI changes.
  • Arabic Language now supported.

Update (Helpdesk Beta) – 14.03.2018

  • Routing Engine: Resource Pool.
  • Ticket life-cycle established.
  • Escalations added.
  • Reminders added.
  • Resource Management added.
  • Knowledge Base added.

Update (Helpdesk Alpha) – 07.01.2018

SteadyPoint Helpdesk is born!

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