As 2025 comes to an end, it’s time to reflect on everything you’ve achieved this year. Here at OneDesk our mission is always to make your work life simpler and more productive. We’ve been hard at work, rolling out updates and new features designed to enhance your experience and empower your teams to achieve more.
This year-end recap highlights some of the most impactful updates that have made OneDesk more powerful and user-friendly. For a comprehensive look at all the enhancements we’ve introduced, we invite you to explore the release notes section on our blog.
A Fresh Face: UI Redesign
We kicked off a significant visual and functional overhaul with a brand-new UI redesign. This wasn’t just about a new coat of paint; we redesigned the user experience to be cleaner, less cluttered, and more in line with modern enterprise applications. Key highlights of the redesign include:
- A Fresh, Uncluttered Look: We’ve updated the interface to provide a more intuitive and visually appealing workspace.
- Customizable App Sidebar: You now have more control over your workspace, with the ability to hide, show, and reorder the applications on your left-hand sidebar.
- New Dark Theme: For those who prefer a different viewing experience, we’ve introduced a new Dark Theme that can be enabled by your administrator.
- New Quick-Access Toolbar: Common filters, groupings, and view options are now conveniently located above the grid on the right, saving you precious clicks.
Smarter Support with AI Handoff
In our commitment to intelligent automation, we introduced new options for managing your AI Agent conversations, ensuring a seamless handoff to your human agents when needed. This update provides more granular control over your automated support, allowing you to:
- Define AI Intervention: Choose to have the AI Agent answer chats when your team is online or only when they are offline.
- Customize Handoff Triggers: In scenarios where the AI is active with human agents available, you can now customize the rules that trigger a handoff.
- Enhanced Customer Options: When interacting with the AI, customers can now rate the AI’s response or request a human agent if your team is online.
Introducing OneDesk Voice
Announced in our May 2025 update, OneDesk Voice brings a new dimension to your customer interactions. This exciting new feature allows you to accept incoming calls directly within OneDesk, further centralizing your communication channels and streamlining your support processes.
Configurable Detail Panel
Understanding that every team has unique needs, we introduced a highly requested feature: the configurable detail panel. Now, when you click on an item, a tabbed detail panel opens on the right, providing all the necessary information without extra clicks. This modern approach to information display allows for a more focused and efficient workflow.
Your Day, Your Way: The User Dashboard
Kicking off the year in our January 2025 release, we launched the new User Dashboard. This personalized space provides each user with a tailored overview of their work, helping them to stay organized, prioritize tasks, and monitor progress effectively.
These are just a few of the highlights from a year dedicated to improving your OneDesk experience. We are proud of the progress we’ve made, and it’s all thanks to your valuable feedback and support.
As we look towards 2026, we’re filled with excitement for what’s to come. We encourage you to continue sharing your feature ideas with us. Your insights are what shape the future of OneDesk.
Here’s to working smarter, together, in 2026