TicketDesk Form-Specific Assignments and Instant Status Updates

SmartKit’s July 9, 2026 update improves TicketDesk team routing, ticket visibility, timeline scanning, and agent workflow speed.

Form-Specific User Assignments

TicketDesk now supports form-specific team member assignments.

Workspace teams can restrict specific forms, such as Technical Solution, to selected agents only. The form editor now includes a multi-select box where allowed agents can be chosen for each form.

This gives teams tighter control over who receives and handles different types of requests.

Smarter Auto-Assignment

The Auto-Assign engine now respects form-specific assignments.

When Auto-Assign is enabled, TicketDesk will round-robin new tickets only between the agents assigned to that specific form.

If Auto-Assign is turned off, only the agents assigned to that form will be able to see its unassigned tickets in their queue. This keeps unrelated tickets away from agents who are not responsible for that request type.

New Ticket email alerts are also sent automatically to all assigned agents for that form when a ticket comes in.

Relative Timeline Timestamps

The Activity Timeline now shows dynamic relative timestamps next to the exact date.

Updates can now display labels such as just now, 2 mins ago, or 3 days ago, making it easier to quickly understand how fresh each ticket event is while still keeping the precise timestamp visible.

Instant Status Updates

Ticket status changes are now faster.

The mandatory note popup and manual Update Status button have been removed from the agent workflow. Agents can now change a ticket’s status by selecting a new value from the dropdown, and the update is saved instantly.

This makes everyday ticket handling smoother, especially for teams processing many requests.

Ticket Action Bar Redesign

The ticket view action bar has been redesigned for better alignment and readability.

The Assignee and Status dropdowns now sit in a clean unified row with consistent sizing, fixed 42px heights, and wider boxes to prevent longer names from being cut off.

Dropdown Fixes

We fixed an issue where the Workspace Owner was missing from the Assigned Team Members form dropdown and the Assignee ticket dropdown.

The system now ensures the owner is always selectable alongside invited agents, keeping routing and assignment options complete.

This update makes TicketDesk more flexible for specialized teams, faster for agents, and clearer for everyone managing request queues.