Tonight, we have finalized the Desk.com launch by changing the Assistly.com web addresses to Desk.com.  There are no immediate changes, and your Assistly.com addresses will redirect for at least 6 months.  For details of the changes, please see the “What’s … Continue reading →

When we rolled out the new Desk.com platform on January 31st, we did not change the web addresses for our customer systems as we wanted minimize the impact on your operations.  This weekend, we will be finalizing the Desk.com roll-out … Continue reading →

The Desk.com Mobile Agent can now be accessed by Flex Agents making it possible to deliver whole company support from anywhere by anyone.   Mobile flex usage works the same as desktop flex usage. Flex users access the mobile agent at http://yoursite.assistly.com/mobile.  For … Continue reading →

We apologize for the interruption in your business today. This afternoon, we saw an unexpected increase in self-help traffic which caused a temporary connectivity issue for the Agent Console. This connection issue was intermittent from approximately 1:58pm until 3:16pm Pacific … Continue reading →

Tonight’s update includes a new Keywords field for Knowledge Base Articles. The Keywords are used to help identify and prioritize Support Center search results.  You can control the importance of the matches on Keywords using the Advanced Settings of the Support Center. … Continue reading →

Today, we identified an issue with the three default time based business rules.  The issue resulted in cases that met the criteria not being updated.  This only affected the following default rules: Close Case (Disabled by default for sites created … Continue reading →

We realize how important customer service is to your business and we’re incredibly sorry for the troubles we’ve caused you over the past few weeks.  We are diligently working to improve what has been a challenging month for us in … Continue reading →

Tonight’s update incorporate your feedback to enhance the personalized knowledge base articles. Now, when agents insert prepared answers that contain liquid, agents will be able to immediately see the substituted values and make updates as necessary.

With tonight’s update, New Interaction rules can now be limited to apply to specific channels.  This corrects an issue where channel specific rule criteria, such as “Email From”, created an error for cases created by another channel.  When creating a … Continue reading →

Tonight’s update allows users to add a note when forwarding a case to another agent. This is a great way to add context to a case when sharing it with another user in your Assistly site. The notes are shown … Continue reading →