What's new
What changed in DeskAI.
New features, improvements and fixes, month by month, newest first.
Requests in Slack and Teams, single sign-on, and AI you can shape
- New
Raise and answer requests in Slack and Teams
Employees message IT in Slack or Microsoft Teams and get a ticket number back. Agent replies arrive in the same conversation, follow-ups go onto the ticket, and replying after it's resolved reopens it.
- New
SAML single sign-on
On Business and Enterprise, connect Microsoft Entra ID, Okta, Google Workspace or any SAML 2.0 provider. Require it for your domains, and create accounts on first sign-in if you want to.
- New
SCIM provisioning
On Enterprise, your identity provider creates agents, keeps their details current and deactivates people who leave. A deactivated person is signed out within seconds.
- New
AI workflows
On Business and Enterprise, automation rules can ask the AI a yes-or-no question before acting, and have it write a note, choose a tag, set priority or draft a reply with your instructions.
- New
AI tuning
On Enterprise, give the AI your own rules, and it learns from the priorities and categories your agents correct. Preview a ticket with and without tuning side by side.
- New
REST API
On Enterprise, create and work tickets, add replies and notes, and sync knowledge base articles and assets from your own tools, with scoped keys, rate limits, safe retries and an OpenAPI description.
- New
Webhooks that send
Webhooks now deliver ticket created, assigned and resolved, reply sent and satisfaction events, signed with your secret. Before, a webhook could be saved and tested but no event was ever sent.
- New
Security event log
On Business and Enterprise, see sign-ins, refused sign-ins, SSO, SCIM and integration changes, and export them to CSV.
- New
Service catalogue forms and approvals
Each catalogue item asks its own questions. Items that need approval email the approver a link to approve or decline, the SLA starts when it's approved, and a declined request closes with the reason.
- New
Assets on tickets
A ticket shows the requester's devices and licences. Link one, or assign one from stock, and it's recorded on the ticket and in the asset's history.
- New
AI in the Email Inbox
A short summary of each email, whether it needs IT, and AI-drafted replies in a warm, neutral or concise tone. Replies send from the inbox with Cc, and archive, star and read state stay in step with your mailbox.
- New
Merge tickets and log time
Merging carries the conversation and linked assets onto the ticket you keep and closes the duplicate. Time logged on a ticket is saved, with a running total.
- New
Knowledge base that shows its gaps
The employee portal suggests articles while people type. Searches that found nothing are listed for your team, and each shows when a newer article now answers it. Agents' "Was this helpful?" votes are saved.
- New
Scheduled email reports
Ticket, agent, satisfaction and SLA summaries by email, daily, weekly or monthly, or sent straight away.
- Improved
One path for every new ticket
Tickets from the portal, the catalogue, email and the New Ticket form all go through the same routing rules, automations, AI triage and smart routing.
- Improved
Automations per client
For MSPs, a client's automations only run on that client's tickets.
- Improved
Smaller improvements
Replies are matched to their tickets from every connected mailbox. AI-written articles are shorter numbered steps and keep their tags. SLA reports and agent scorecards use each ticket's real SLA result. New Ticket keeps the priority you choose.
- Fixed
Fixes
Tickets from branded client portals submit again. Assets with purchase or warranty dates save. Company admins can convert emails into tickets. Scheduled jobs such as SLA checks and auto-close run reliably. Teams channel alerts now send, each channel's event switches are respected, SLA warnings reach Slack and Teams, and alert links open the ticket.
- New
A live queue, and resolutions that explain themselves
- New
Live updates
The ticket queue, dashboard and ticket page refresh on their own, and new notifications pop up as they arrive. Updates pause while the tab is in the background.
- New
Recent activity on every ticket
The ticket overview shows its latest events as a timeline, with a link to the full history.
- Improved
Resolution notes required
Resolving or closing a ticket, one at a time or in bulk, now asks what fixed it, and the note is kept on the timeline.
- Improved
AI triage you can trust
Triage runs on Claude Sonnet 5. If it ever fails, the ticket's timeline says so, so nobody assumes the AI looked at it.
- Improved
Clearer states
A ticket waiting for triage says so, and an empty or filtered queue tells you what to do next.
- New
A dashboard that starts with your work
- New
Personal dashboard
The dashboard opens on your queue and role, and every stat card opens the matching filtered list.
- Fixed
Analytics counts
Analytics now counts tickets resolved in the period, not only tickets created in it.
- New
See it for yourself
Try the latest DeskAI.
The test drives run DeskAI's newest screens on sample data, or book a demo on your own tickets.