TicketDesk Status Workflow, Team Access, and Custom Forms
SmartKit’s July 1, 2026 update brings a major TicketDesk improvement release, focused on cleaner ticket workflows, stronger team collaboration, working custom forms, better mobile usability, and important reliability fixes.
Simplified Ticket Statuses
TicketDesk now uses a cleaner status list: New, In Progress, Waiting for User, and Closed.
The previous Solved status has been removed. Closed now clearly means the issue has been resolved, making the workflow easier for support teams and requesters to understand.
Status changes also now require a short note describing what was done. Instead of showing a text box all the time, TicketDesk now opens a clean popup when the status is changed, keeping the interface tidy while still preserving useful history.
Stronger Ticket History
Ticket history is now more complete and transparent.
The public ticket status page now shows the full history of a ticket, including every status change, the note attached to each change, and replies from support. Previously, visitors could only see the latest update.
Every status change also records which team member made it, so the timeline clearly shows who did what.
Better Ticket Lists
Tickets are now split into separate Open and Closed tables, making active work easier to manage.
The newest tickets are always shown first, helping support teams see recent requests immediately. We also fixed an issue where the dashboard and ticket list only showed some tickets instead of the full ticket set.
A serious ticket number bug was also fixed. When two tickets were created at the same time, they could previously receive the same ticket number, causing one to silently overwrite the other. Ticket numbers are now generated safely.
Image Attachment Previews
Image attachments now display directly as previews inside the ticket view instead of appearing only as download links.
This makes it faster for support teams to understand issues involving screenshots, photos, device images, error messages, or site problems.
Working Custom Form Editor
TicketDesk now includes a working form editor.
Creating and editing custom request forms now works properly instead of showing a coming soon message. This gives each company more control over the exact information they want to collect from requesters.
Company Settings and Workspace Management
Each company workspace now has its own Settings page.
The new settings area covers company profile details, public portal controls, and email notification preferences.
Workspace owners can also delete a company workspace when needed. Deleting a workspace removes its tickets, sites, forms, and settings.
Team Member Support
TicketDesk now supports team members.
A workspace owner can add other SmartKit accounts by email so multiple people can manage the same company together. Team members can also be removed later when access is no longer needed.
This makes TicketDesk more practical for real support teams, not just single-user workspaces.
Mobile-Friendly TicketDesk
The entire TicketDesk experience has been improved for mobile devices.
The dashboard, ticket list, ticket details, and workspaces page now work more smoothly on smaller screens. A back button has also been added across pages for easier navigation.
Public Landing Page and Content Improvements
Visitors who are not logged in now see a free animated landing page explaining what TicketDesk is and how it works.
The Workspaces page also includes longer descriptions explaining why a support portal matters, what TicketDesk does, and which key features are available.
UI Cleanup and Reliability Fixes
Several leftover icons were removed, and spacing was tightened across multiple pages for a cleaner interface.
We also fixed multiple bugs that caused network error and not working messages on the public portal, custom forms, and settings pages.
This update makes TicketDesk more complete as a real support portal, with clearer workflows, better collaboration, stronger history, and a smoother experience across desktop and mobile.