The December 2019 release of OneDesk added the ability to use the @ symbol in conversations in OneDesk. Most of you will be familiar with this type of method to message people from other apps. This article will cover some of the details of how it works in OneDesk.

The December release of OneDesk is a big one with a list of significant improvements and new features. It went live on December 10th 2019.

We just wrapped up our 14 city “Closing Time” tour, where we’ve been gathering local sales leaders for a face-to-face discussion about how customer expectations about the purchasing process are rapidly evolving, and how the sales profession is changing to keep up. Last month in Austin, we recorded a quick discussion with one of our guests, Zendesk customer ClearCorrect, a leading manufacturer of clear orthodontic aligners.

Every Product team likes to run their product management processes their own way. We all know that. Prioritization, workflows, dependency management, and sprint planning all look and feel a bit different depending on the team. Yet, when you need to collaborate and share information you still want your entire team to work from the same source of truth. That’s quite a challenge! To help achieve this we are rolling out two new features we are very excited about: Saved Views and Shared Views.

Messaging Layer Security (MLS) has the potential to be the industry standard when it comes to enterprise collaboration. My colleague, Alan Duric, wrote about the birth of MLS in his blog post, where he outlined how its founding members came together with a vision of transforming enterprise communication.

You’re leading a peace-keeping mission and simultaneously safeguarding your nation against the enemies. It’s a multi-state effort, that involves an active contribution of your colleagues from different departments, some working next door, and some in remote areas. As a leader, there is a dire need for you to maintain an active collaboration and real-time data sharing with all the team members.

Albeit knowing the risk, being a highly regulated Government body, do you still risk to host your sensitive data over the public cloud? It must be a thinkable idea for small and medium-sized businesses to migrate or host their information over SaaS-based applications or on cloud servers. But, the amount of damage that is irrevocable could go unthinkable and unimaginable for data-sensitive enterprises like Governments, Defence Agencies, Medical, Banking, and Large businesses.

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before. We've looked at annual customer service trends in the past, but now it's time to look even further down the road.