With co-browsing, you can get remote access to a client's display to resolve any issue faster. This function is available in Chats.

User report

We have added a few new parameters to the report on users:

  • A number of assigned tickets - the number of all requests assigned to the user over the period (including new and reopened ones).
  • Resolved - it shows how many tickets were classified by the user as "resolved", no matter who they were assigned and in what status.
  • In progress - the number of tickets classified as "in progress" by the user.
  • Pending - the number of tickets classified as "pending" by the user.
  • Processed requests - it shows how many tickets the user interacted with within the set period.

Тhese attributes are also added to the file for downloading.

General report

We added to new columns to the downloadable general report:

  • Status change date - date and time of the last ticket status change.
  • First reply date - date and time of the first user reply given to a client's request.


Client profile in Chats

We have added the option of client profile editing right from the chat page.

WhatsApp chat initialization

If you have integrated WhatsApp through Pact, now you can be the first to start a chat dialogue with a customer.

Channel filters in Reports

All channels created in the account are displayed in report filters now. Besides, we've fixed filters by channel type.

Integration with Facebook

It became much easier to add a Facebook channel for our customers with the general SaaS account.

Interaction with the ticket list

You can open a ticket in a new tab from the overall list without leaving the page.

Feedback form to chats

Information provided by a client in a feedback form can be transmitted directly to a chat dialogue. You can set this option in the widget settings. Moreover, if that is a new client, Usedesk will automatically add his/her profile to the clients' base with the name provided in the feedback form.


"One of"/"All but" filter conditions

Lately, if anybody must not be considered in a filter, you had to pick all users except for one manually. Now you can change a filter condition from "One of" to "All but" and add just the username that shall not be taken into account.

User search

If there are many Usedesk users in your company, you can use a search string above the user list.

Access to chats

If a user does not have permission to work with any chat channel, he/she will not see it in the chat list. However, if you assign a hidden dialogue to such a user, he/she gets full access to work with it.

Address requirements

Not all the address fields are mandatory anymore. For example, it will be enough to add only a city to save changes.


Now you can use emoji, both in regular ticket replies and auto-replies sent by triggers or macroses.