General updates


Jira. New integration

We have updated integration with Jira! Not only the design has become nicer, but also the functionality. What`s new:

1. You can now create an issue in Jira directly from the Usedesk interface:

2. In the dynamic block settings it is possible to limit the projects in which one can create an issue.

3. You can set up the fields, shown in the card of the related issue. The fields’ order can be changed by drag & drop:

More details about the integration with Jira read in the updated article following the link.


Mail notifications. Sending via your own server

Before the update all mail notifications (e. g., about the actions in the company account) were sent via our internal mail server.

This work scheme is not convenient for everyone – for example, some companies cannot send notifications via third-party services because of security instructions. And in case of server blocking, you could be left without notifications.

Now you have an opportunity to switch the sending of mail notifications to your server. To do this you need to add a mail channel in the section «Channels» and set up external connection (if you already have such a channel and you do not need a separate one, skip this step). Then go to the section «Settings» → «Company» and choose the needed channel in the item «Send notifications via»:

Do not forget to click the button «Save» :)


Webhooks. Ticket tracking

Previously some channels sent a webhook when creating a ticket for the first message, and the others — didn’t. It was inconvenient because one had to work with webhooks differently. Now webhooks in all channels work in the same way.

A new checkbox «First message» has appeared in the API-channel settings. You can choose, if you want to track this type of event or not.


Rules. New actions with alarm

Some our clients needed an opportunity to set a reminder via rules rather than manually.
We implemented this functionality! New actions are now available in the rule creation section: «Add reminder» and «Delete reminder»:

The rule can remind of a ticket:

  • on the certain date,
  • at the certain time of the day,
  • after the certain time when fulfilling the rule’s conditions.

For example, this function can be useful in such a situation: the client ordered the service from you, the ticket is closed. After the set period of time the rule reminds the agent of the ticket, and the agent asks the client, if he likes everything. The client will be pleased that you care about him!

Of course, such a letter from the company can be automatic, but if the agent personally writes to the client, the message will be warmer and more personalized. The letter can contain the nuances that were discussed with the client earlier.

Another example of using the functionality — for automatically assigning tickets. For example, when the tickets сome after the working time, and all employees are offline, the tickets remain unassigned in the general list. With this feature you won’t have to manually distribute tickets, which come after working hours. The system will distribute these tickets at the certain time to the certain employee or to the group via the alarm rule.

Suppose the client sends you a new ticket after working hours of the company. The first rule can assign the «On hold» status to the ticket and set the reminder for the beginning of the working day — e. g., for 10:00.

The second rule will find the tickets, which have been opened by the alarm, and then automatically assign them to the right group or the agent.


Сompany settings. Limits

A new block «Limits» has appeared in the company settings:

The block displays the number of agents, internal employees and rules: current and available for the company.

By default, we gave a limit of 2 000 rules to all active companies registered by the time of update. New companies will get a limit of 100 rules. To increase the limit, write to

Mobile app


Two-factor authentication. Android

There is now two-factor authentication in the Usedesk mobile app for Android — if necessary, you can provide your account with the additional level of security.

You can turn on two-factor authentication in the Usedesk web version, in the section «Settings» → «Security».

Read more about two-factor authentication in this article.