We've upgraded parent and child cases, making them capable of solving a lot more scenarios now.

A widget and an API method have been added to automate user identification.

New actions have been added to the rules and additional options have been included in the field settings.

We added a status page that allows you to monitor the performance of key Deskie components in real-time, as well as subscribe to notifications about incidents and scheduled maintenance.

We added integration with another virtual PBX. Now in Deskie you can work with calls from CallGear, which provides international telephony.

How to keep your Deskie account as safe as possible from data breaches.

You can't have too much security, so we added the ability to set up two-factor authentication when logging into the administrator and agent accounts.

We have prepared instructions on how to set up the necessary logic for chats and email cases.

Only official Zalo accounts are connected to Deskie. Customers will be able to add your channel to their contacts to write whenever questions arise.

Now you can import contacts of customers who contacted you via social networks and messengers from CSV or add them via API. When Deskie receives a case from such a customer, agents will have the information they need immediately.

Lacking standard formatting tools for knowledge base articles? Here is the guidance on how to add a table of contents, quotes, informational blocks, or buttons.

Meet sub-administrators, who can be granted access to only certain parts of the administrator account, as well as flexibly customize permissions.

We added roles, bulk editing, search, filters, and additional access settings.

We've enhanced service level tracking. You can now select smaller values for response and closing SLAs, as well as set separate settings for initial and subsequent agent responses.

Are employees using an informal tone, departing from accepted terminology, or failing to maintain professionalism in their responses to users? Disable sending a response if it contains words that could damage the company's image.

We've added the ability to connect Mattermost bots — a flexible open-source platform for team messaging. If you've been looking for an alternative to Slack, we recommend taking a closer look.

We have improved our Chaport integration: agent statuses in Deskie are automatically synchronized with the statuses of associated operators in Chaport, and messages from chatbots configured in Chaport are displayed in Deskie chats.

We've added integration with Twilio, one of the largest providers of the official WhatsApp Business.

Slack and Mattermost both offer excellent features for facilitating discussions through threads. Now, within the Deskie Slack/Mattermost bot settings, you have the option to select where delegate replies should be sent: to the main chat or to threads.

We've added the ability to connect official channels in the LINE messenger. If you're in the Asian market, you'll now be able to support your customers in their preferred channel.

Now Instagram can be connected to Deskie directly, without intermediaries and additional payments. As a bonus, you will be able not only to work with DM's and comments under your posts but also respond to mentions of your account by other users.

In the current conditions, a transition from cost management to quality management is needed — it is quality that is the key value of the modern business. That's why customer support should be taken seriously and be part of your marketing strategy.

Everyone makes mistakes, it is nearly impossible to eliminate them completely. Irritated customers are the unavoidable reality of business anyway. So it depends on your actions, whether they leave you for a competitor or stay.

The true battle for lifetime customer loyalty is quiet and obscure, it goes on backstage. Often these battles are won by support agents, not by top managers. Therefore, a motivated support team is one of the key components of success.

Managing people is hard, but hiring them is no easier. How to catch the attention of true professionals? Today we will talk about how to write an effective job advertisement and conduct an effective interview.

Customers rarely notice what qualities your support team has. However, there are specific skills that make the difference between mediocre help and excellent customer service that boosts loyalty, even when it comes to difficult customers.

In the field of customer support, there are often situations when everything "favors" the shifting of responsibility, or, so called, transfer. However, no one likes this approach. So when a customer addresses a problem, the responsibility becomes yours.

When talking to someone face-to-face, we rarely think about whether that person understood us correctly. Things are quite different when communicating online. Emoji will help you improve this situation.

The usual workday of the customer support representative includes lots of communication on autopilot. That's why it is important to review them once in a while, to think of what can be simplified and improved.