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4 weeks ago

Service Desk: localization and other improvements

Hi all!

It's been a while since we posted something new about Service Desk, and I am happy to share the latest changes with you.

Localization

Service Desk is now fully translated to 10 languages, all thanks to a number of awesome people who volunteered to contribute to the translation process. This is really impressive, as we did not have the chance to hire translation agencies for this feature. Such support from the community is really appreciated and makes us feel that maybe we did one or two things right.

service_desk_localized_de

The following languages are now available:

  • Dutch
  • French
  • German
  • Hungarian
  • Italian
  • Norwegian
  • Polish
  • Portuguese (Brazil)
  • Russian
  • Spanish

There is a global, default language which be set at Service Desk options by an admin, but users can select the one they individually prefer in their personal settings. This will be useful if you have people working in different locations.

New Search

It's no secret that search functionality was rather... limited in Service Desk. Basically, it searched for the exact phrase you typed, and it was rather slow. We did this on purpose back then, since we planned on reusing the awesome new search engine being developed for Targetprocess. This engine is now available in Targetprocess, and you can already find it at our own instance of Service Desk. It will be available for all Service Desk users with our next release (v.3.12.3).

Widget Builder

As you may know, you can embed a simple Widget into any page or application so that users can submit requests right from there, without using the full version of Service Desk. This is not something really new — it was already available in previous versions. However, it was not very convenient to configure it, as you would almost certainly need to consult our guide and form your Widget link by adding parameters manually. We simplified the process by allowing you to configure your Widget at Service Desk Settings:

widget_builder

Improvements in permissions

  • Targetprocess administrators will now see private requests in Service Desk, as they would in Targetprocess.
  • Request owners can see their own private requests even if they are not among requesters anymore.
  • If you are a requester or the owner of a request, you can now see the request in the My Requests list, even if the project is not available in Service Desk. This will help companies who have one project for incoming support tickets, and then distribute requests to the appropriate project by Support Team. In fact, this was the only thing preventing us from deprecating the old Help Desk portal where such a scenario was both supported and critical for some customers.

Usability improvements

  • It is now much easier to find the My Requests list, which was previously hidden under the cogwheel icon.
    my-requests
  • Targetprocess users will now see internal links to Targetprocess for requests and related items.
    links-to-tp
  • We are no longer displaying states in groups (like Open, In Progress, Done) if the projects use only one process. In this case, you will now see your actual states.
  • It is now more clear which request type is currently selected.

There were some other minor bug fixes and smaller improvements as well, such as the addition of my personal favorite black color theme.

We hope you like our Service Desk, and we'd really love to hear your thoughts and feedback.

Have a great weekend everyone!

 

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