The January 2026 release of OneDesk is now live. Here are some of the great new features and enhancements introduced this release.
New AI Features (KB Article Generation, and Ticket Summaries):
We continue to add productivity-enhancing features to OneDesk. Now Odie (our AI Bot) can help you by:
Summarizing tickets (and tasks):
Odie can read tickets for you and give you a succinct overview to save you time. The AI can summarize the entire ticket including the subject, description, discussions, and key activities.
Writing KB Articles for you
Now, once your team has reviewed and responded to a client or internal inquiry, you may never have to address that inquiry again. ODie can draft a KB article for you to review and you can publish it to your internal or external knowledge base for future reference. What’s even better, is that if these articles are included in your Knowledge Corpus, ODie will also reference it for future inquiries, meaning that an answered question can remain answered forever. Capturing enterprise knowledge for re-use has never been easier!
If you have not tried out Odie you can get the AI add-on or even try it out for free to see if it works for you. Remember the AI is only as smart as the data it can access (the knowledge corpus) so make sure you give it a chance to learn.
Blockers, Predecessors, Duplicates and Related Items
We have greatly enhanced the Linked Items interface and logic, adding some powerful capabilities:
Blockers / Predecessors
When a task or ticket is blocked by an incomplete blocker or predecessor (items that should be performed first), this will show in the list view, letting you know that it is blocked. If you wish to remind or enforce your users to complete the predecessors first a “Validation Rule” (see below) can also be added.
We have also added blockers/predecessors to filters, and automations so you can create custom views, notifications and other automations to get the custom workflow you require for your operations.
Duplicates
We have enhanced the duplicates logic to make the feature much more powerful. Now you can designate a primary duplicate record to which your other duplicates are linked. Merge duplicate tickets into the primary record allowing for much easier management of duplicates.
Filters, automations and validation rules have also been extended to support the duplicate’ relationship allowing for powerful custom views and automations.
Related Items
The related item relationship is when you wish to link 2 items but do not want to give them any particular logic.
Emojis and Reactions !!
We have added emojis to the toolbar for our rich text editor. Now you can show how you feel both in the descriptions and the conversation.
We have also added native Reactions to the conversations. Give and receive a thumbs up, a smile, or maybe a grin in reaction to a message from a colleague, customer, or end-user. You know how reactions work – now OneDesk has them built-in!
Custom Validation Rules
Do you want to make sure that nothing is overlooked when working on a ticket or task? OneDesk’s new ‘Validation Rules’ gives you new powerful tools to help you out.
Validation rules can check that certain conditions are met before allowing the user to proceed with an action.
For example: You want to make sure that a user has performed certain actions before closing a task/ticket, such as logging their time, completing predecessors/blockers, replying to the requester, and much more.
Creating validation rules is easy: simply choose the action, condition, and if the rule is enforced or just a reminder. Do it under ‘Administration > Automation & Rules’.
Note that validation rules are only applied to user-performed actions and not automatic actions performed by automations, system-logic, email, or API calls.
Improvements to Invoicing and Quoting
We continue to enhance our invoicing and quoting flows to add more features, while also streamlining these processes. We have streamlined the invoice and quote creation flows while retaining all the original functionality. If you want an overview of the changes to to these flows please click here.
In addition we have added the following features:
Invoice for multiple ‘Time and Material’ projects on one invoice: You can now add multiple time and material projects to a single invoice to the customer, allowing you to provide a single invoice for all the work and support you performed for them, while organizing it in separate projects.
Add all applicable timesheets to a ‘T&M’ invoice upon creation. This one-click option automatically adds all invoiceable work to the invoice. The timesheets need to be in a ‘T&M’ project, be uninvoiced, be for the invoiced client, and meet all necessary criteria. This will ensure that no invoiceable time is missed, improving your invoicing workflow.
Preview ‘T&M’ invoice: Now you can see the invoice you will create before you create it, saving time from modifying the draft multiple times.
Insert properties into invoice row descriptions. Depending on the summary type, the following properties are available: Item ID, Item Name, Item Description, Project ID, Project Name, Timesheet User, Timesheet Date, Timesheet ID, Timesheet Note.
Summarize rows on ‘Time and Material’ invoices, by project, user, date, timesheet.
Updated SSO
We have updated our Single-sign-on functionality adding:
- Support for multiple SAML2 SSO connections
- SAML 2 for customer connections
- Improvements to the SSO admin UI
- Multiple customizable SSO buttons on the login page for both MFA and Main app
New Onboarding Tour
Bubbles and animation have been added to show you all the features on OneDesk. Each bubble is shown only once. Existing users will have these tours already turned OFF, but if you want to get a refresher, you can always turn them ON and take a look. You may learn something about a feature that you weren’t aware of.
Other Enhancements:
View Original Email (For 72 hours)
Images in email templates
Insert text or html links (active links) into email templates
Set defaults for cost / invoice rates