Deskie

22.10.25. Deskie updated its Emoji panel



Customer support service Deskie has updated its emoji library, added new features and optimized the dashboard, making it more user-friendly for agents and improving customer communication. Nearly 500 new icons have been added, along with a search function (you can now find emoji by keyword in both English and Turkish). The editor now displays the emoji itself, not their codes. Emoji are now available in macros and rule actions. The list of recently used emoji has been expanded to 18. Agents and administrators have separate "Recently Used" lists. However, the same list is used within a single account, even if you log in from a different browser or device.


2025. Deskie added termination warnings to support chat



Active chats in Deskie are displayed in a separate window, accessible via the chat icon in the upper-right corner of the agent's account. Chats automatically end after a preset timeout period. Once ended, chats are moved to the all-in-one ticket list, and any new message from the user or agent will reactivate them. Previously, chats could automatically end without any visible notification - even if the agent was still working on them, for example, preparing a response or simultaneously communicating with another customer. In such situations, formerly agent had to go to the all-in-one ticket list, find the relevant ticket next to the chat with the "open" status and send a response to continue the conversation. Now, Deskie will warn you in advance of the impending automatic end of an active chat and offer the option to keep it active.


2025. Deskie now allows to answer customer questions in Telegram



Deskie helpdesk system now allows agents to reply to comments under posts in a Telegram channel. The replies will appear both in the discussion group and directly below the post. Comments under channel posts are technically threads within the corresponding discussion group. When a user clicks "comments" under a post, they are taken to a separate thread within that group. All messages posted under the post are saved in this thread, and Telegram displays them both in the group and directly below the post for convenience. If a bot replies "in a comment under a post," it is actually writing in the associated thread within the discussion group. Therefore, the bot's message is visible both in the group and directly below the channel post.


2025. Deskie improved response templates for WhatsApp Business



WhatsApp Business accounts have a 24-hour window during which you can freely respond to customers with regular text messages. After this window, you can only send templates registered and approved by Meta. These templates are also used to start conversations with users who have never messaged you before. Previously, sending such templates to Deskie required manually composing messages that exactly matched the text of the approved template. Any minor discrepancy resulted in an error. Now, the service's developers have improved the logic for processing these templates so that agents no longer waste time comparing the text of their message with the approved template. Approved Meta templates are now automatically uploaded to Deskie and appear in the macro list at the bottom, after shared and personal macros.


2025. Deskie gets Microsoft Teams channel



Microsoft Teams has replaced the Skype channel in the ticketing software Deskie. Now you can receive messages from users in this channel and reply to them from Omnidesk. Connecting to a Microsoft Teams channel is done via an app built within Microsoft infrastructure. Make sure your Teams subscription and workspace meet the requirements for creating such an app, and familiarize yourself with any limitations that may affect the integration. Creating Microsoft Teams apps is only available to users with Microsoft 365 commercial or government licenses. A Microsoft Teams subscription or any Microsoft 365 plan that includes Teams is required to get started.


2025. Deskie replaced article editor in knowledge base



A new version of the WYSIWYG editor has been implemented in the interface for creating and editing articles in the Deskie knowledge base. It was written from scratch in pure JavaScript, so it should perform significantly better than the previous version. The interface remains predictable and intuitive, so it should be easy to figure out on your own. The editor panel contains everything you need for working with text and inserting elements. Most of the elements are familiar and allow you to format text, add hyperlinks, switch to source code mode, and more. Key changes include block-based layout, quick addition of ready-made information blocks and creation of custom ones, access to the CSS editor directly from the article page, and the ability to set styles for a specific publication. We will discuss these changes in more detail and also highlight some useful new tools.


2025. OpenAI Assistant is now available in Deskie



Customer support software Deskie have added integration with OpenAI's LLM model and customizable AI agent based on OpenAI technologies. When answering customer's questions it can take into account the context of a conversation and depending on the activated tools, search for information in pre-loaded data. This increases the number of useful use cases and improves the quality of OpenAI responses. When setting up an assistant, you upload general information about your product - documentation, knowledge base, specifications and other materials. This data is used to answer standard questions about the product. It either does not change at all during the user interaction, or changes infrequently.