In version 3.2.8, we focused on improving Gantt charts for projects and offers. In addition, this packed bundle of news also includes further uses of AI in requests and several UX simplifications in controls.
Gantt chart in Projects
To make better use of projects in CDESK, we have introduced a series of improvements to the Gantt chart – a smart tool for project management. The Gantt chart is now more flexible and better suited to your requirements.
A list of new and improved features can be found in the article below.
Offers
When improving offers, we focused on better customisation of the offer result, whether it’s working with individual items, basic offer parameters, or the final print report. We believe that the easier it is to create a clear, understandable and precisely targeted offer, the more the module becomes a real support in everyday work.
Gantt chart in Projects
More flexible left panel
We devoted great attention to the adjustment of the left section, which contains columns with objects and important data. We added new columns to it, which are an essential part of some objects. With version 3.2.8 the following columns have been added:
- Request type
- Status
- Tags
- Assignee
The order of columns in the left section can be changed by the user, similar to the modules Requests or Fulfilments. For this, there is the “Column Settings” section, which allows not only to sort columns, but also to add or remove them.
To make it easier to navigate between projects, the left side now also includes the option to save filters or advanced search based on multiple criteria.
New planning mode
The option to select the Planning Mode has been added to objects. In the “Planning Mode” field in the details of requests, tasks and project deals, you can choose between two values:
- Automatic
- Manual
Automatic planning mode aligns the deadlines of the parent object with the child objects. Manual mode allows the user to manipulate the schedule within any time frame. In this example, the project deal does not have to have the same deadline as the parent project.
New colour scheme in Gantt charts
We have implemented a new colour scheme that makes colours clearer throughout CDESK. For objects displayed in Gantt charts (Projects, Project Deals, Project Requests, Tasks, etc.), the following colours have been selected:
Editing the order of objects in the Gantt overview
In the Gantt chart, we have ensured the order of objects so that no user can accidentally or mistakenly rearrange the order of objects for themselves or their colleagues.
The measures consist of:
- Displaying in real time according to the current status (always after refresh)
- Removing dependencies on the original initialisation value of objects
- Removing order numbers that are no longer needed in the Gantt chart
- Removing custom column sorting, i.e. everyone now sees the same order and avoids mistakes in communication
Option to organise project deals within a project and transfer them to the Gantt chart
In version 3.2.8, you can organise the overview of project deals according to your preferences. Using the drag and drop function, you can change the order of project deals by dragging them. After saving, the new order is also applied to the layout in the Gantt chart.
Offers
Add a discount for each item separately
Unlike the previous version, it is now possible to add a discount individually to each item in the offer. The option to add a total discount to the offer is still available. The discount field is located below the description and name of the offer.
Offers issued in the name of different suppliers in one CDESK environment
If you provide services from your CDESK under the name of several companies, you will probably need to issue offers under different suppliers. These suppliers are represented by an accounting entity through which invoicing is carried out.
The suppliers under which you provide your services and materials are added in Global Settings > Billing, section Companies – Accounting Entities. All contact details of the supplier company, transferred from the Address Book module, are also stored here.
The offer details now include a Supplier field, where you need to select one of the suppliers assigned to the environment.
The data from the supplier field is also displayed in the header of the PDF export of the offer, including the company registration and VAT number.
Default VAT according to the last issued offer
After issuing an offer, the system remembers whether the prices were listed with or without VAT. This will be reflected when creating the next offer. This feature depends on the “Show prices with VAT” switch in the offer details. If it is disabled in the offer, it will also be disabled by default when creating the next offer.
Correction of notifications to customers from offers with global settings
If a customer contact from an offer is assigned as a notification recipient in the global settings, the notification will be sent to them even if the Send copies of offers switch is disabled in the contact settings.
In practice, this means that the notification settings from the offer in Global Settings take precedence over the settings in the contact details. (Previously, the setting from Global settings blocked it, which was incorrect.)
Option to change the order of items by drag and drop
The order of items in the offer can now be changed using drag and drop. The possibility of movement is indicated by a symbol (arrow).
Visual differentiation when selecting a contact/account
Contacts that are available for selection in the offer details are distinguished by two symbols, depending on whether they are customer accounts or contacts. Contacts are represented by the icon 
and customer accounts by 
. Please note that customer accounts can log in to CDESK and view either their own data or data for the entire company directly in the portal. Since the last version, you can also create such an account yourself, simply by enabling their email domain or specific email address in the company settings. If you have a customer whom you do not want to give access to, but you want them to receive notifications, keep them as a contact and do not allow them to create an account themselves.
In offer notifications, you can select the role “Supervisor of the responsible assignee” for the status “For verification”
The notification settings for the Offers module (Global Settings > Notifications > Offers) contain statuses that can trigger notifications. The settings also include the roles of recipients who will be notified of the change. With version 3.2.8, the change of the offer status to “For verification” has been extended to include the role of the supervisor of the responsible assignee. This setting must be added in existing environments. If you are just setting up a new CDESK environment, this role will already be preset for the status change “For verification”.
Explanation note at the Customer Contact field
The explanation note at the Customer Contact field when hovering with the cursor displays the following text:
“All selected contacts or customer accounts will be automatically notified for offer approval. Acceptance or rejection can only be performed by a customer account with the appropriate authorisation after logging in. Acceptance of the offer is sufficient if it is confirmed by one customer account.”
Extension of offer editing permissions to offer items
In previous versions, it was possible to edit items in an offer even if the user did not have permission to edit offers. This functionality meant that such users could not edit basic data, but they could edit the items themselves. Version 3.2.8 resolves this problem and removal of the permission to edit offers now also disables the editing of the items themselves.
Requests
AI assistant in solving requests – first version
We are introducing a new way to use artificial intelligence when working with requests – a solution proposal based on existing records in CDESK.
Resolved requests can now be automatically saved to the Microsoft AI search database. The assignee can address the AI in an open request to search for similar requests by pressing the “Solve with AI” button. The AI system searches for relevant requests with a similar description and can immediately summarise them with the AI.
There is a field for refining the selection in the list of selected requests. This means that if you are not satisfied with how the AI search selected requests based on the name and description of the request, you can write a more detailed description to get a new selection of requests, from which you can create a summary.
Currently, the solution is based on displaying solutions according to a single piece of information. You can choose from the Solution, Internal Note, and Fulfilment fields. In the next version, it will be possible to combine these fields, and we are also working on including discussions in the search and results.
This functionality is set in Global Settings → AI, in the AI Assistant for Records section.
The service will be charged in two steps:
1. Operation of an AI search database with semantic search. Three scenarios are available: a) Shared DB operated by CDESK, b) separate DB in the Azure environment under CDESK, c) your own DB in your environment.
Approximately 5 GB of data in a shared DB costs 50 EUR/month.
2. Selected data is summarised using the GPT model and billed using standard consumption tokens.
Addition of the “Device Service: Warranty” column to the list of requests
A “Warranty” column has been added to the request list when using the “Device Service” functionality, which is a type of request with added functionality. The column displays a yes/no value. The column can also be added to the filter, searched by, and sorted into XLSX/XLS format.
Button to revert the response/completion deadline
After changing/deleting the completion or response deadline in a request, you can immediately revert the original date. Use the new button next to these fields. The purpose of this feature is to allow users to return to the set value after changing or accidentally manipulating these dates.
Displaying automatic replies in discussions with the possibility of deletion
Automatic replies received by CDESK, such as notifications of absence from work, are now displayed in full in the discussion. It is no longer necessary to download the original email or click through to messages for processing.
The discussion improvement also includes the option to delete such posts, for example if they make the discussion unclear. All assignees have access to delete posts, as they are not subject to permission restrictions.
When selecting assistant assignees, assignees from the selected assignee group are prioritised
The selection of assistant assignees considers the selected assignee group, if you are using the assignee group selection mode. If a group is selected on the request, those who belong to the selected assignee group on the request are displayed first in the selection of assistant assignees, followed by the others.
Simplification of the configuration of 2nd level service areas in request templates
If the “Restrict to listed areas” mode is selected in the Service Area section of the request template and only a Level 1 service area is selected, the system will now automatically make all Level 2 service areas belonging to it available. This means that when creating a request from a template, the user can select any Level 2 service area that falls under Level 1. This new feature is also indicated by blue text when selecting Level 2 service areas in the template details.
General features
More intuitive discussion views in the right panel
Working in the right panel is faster in the new version, mainly thanks to the arrows in the discussion. If the user moves to the beginning of the discussion, they can immediately return to the last (most recent) post using the down arrow next to the discussion field.
In addition, the discussion field adapts. If only one post is available, the size of the field adapts to the size of that post. This means that the discussion field will take up less space in the right panel. The more posts there are, the larger the field will become until it reaches its maximum limit, i.e. the range that was commonly used in previous versions.
Addition of standard filtering options in date fields
As part of the unification of CDESK controls, we have added standard filtering options to native date fields.
Simply enter a field, such as Creation date, into the advanced filter and select one of the following conditions:
- Is
- From
- To (inclusive)
- Between
- Today
- Yesterday
- Last 3 days
- Last week
- Last 24 hours
- Last month
- Current calendar month
- Previous calendar month
- This year
Displaying first results in the central search without grouping, by date of last change
After clicking on the central search for the first time, a list of objects that the user last edited is displayed. They are sorted by the date of the last edit, so that the most recent objects are displayed at the top. In the previous version, objects were sorted by module, which could complicate work and searching.
Possibility to freely move tiles in the request catalogue settings, including changing the level
With version 3.2.8, we have introduced the option to change the level in the tile catalogue tree. In previous versions, it was only possible to change the order of tiles within a single level.
Now you can manipulate tiles outside of the level as well. This means that you can assign a subordinate tile to any item at any level. Using the Drag and Drop function, you can drag a tile under another tile and the entire branch.
Note: Moving a tile also moves all tiles linked to it.
Possibility to create and edit companies in the right panel
The right panel, as a new global, faster and more modern functional element, gets new features with each version. We have currently added new options for companies.
Adding and editing companies: Two buttons have been added next to the Company field in the right panel. One is used to create a new company. Pressing it displays a form. After saving, the company is added to the Address Book and automatically added to the selected object. The second button is used to edit an already assigned company.
TIP: Currently, the right panel is activated via the three dots in the circle
in the Request Name column. We are working on a new way to activate it and will introduce it in one of the next versions.
Simplified value entry in the simple filter
One of the goals of development is to bring minor simplifications to situations that are “annoying” in CDESK. One of these was when using the simple filter, where the cursor did not automatically move to the filter text field when performing a text search. This has been added, and now, for example, when selecting the Request Name filter, you can start typing immediately without having to click in the field.
In the simple filter, the option to use free text has also been added to some columns. Simply enter the search term or a few letters and press the Apply button to start the search immediately.
TIP: Free text search is also available in many other searches using the Switch to Free Text toggle. This applies to fields that are primarily selection lists, such as Assignee and Submitted By.
Fix for loading signatures in the sidebar
If the user’s default signature is set, it will now be automatically inserted into the discussion post entered via the right sidebar.
Added “is/is not” option for selected columns in the Company, Contact, and Requests modules
We have added new search conditions to the list in selected modules. The changes are as follows:
- Company module – added “Is/Is not” option for Company/Name columns
- Contact module – “Is/Is not” for the Contact and Company/Name columns
- Requests module – “Is/Is not” for the Request Name column
Calendar
Old calendar removed
We have permanently discontinued the original Calendar module that you knew from older versions. We have moved all necessary modules and improvements to a significantly faster, optimised and simpler Calendar, which we introduced in version 3.2.7 and are improving with each new version. For existing users, the transition to the new version is automatic.
Standardisation of object colours in the calendar
With the new version, we have also brought order and clarity in the form of colours. The modules follow a complete colour scheme, so each module has its own colour, and you can see it according to the modules that are enabled.
Colour adjustments also apply to differences such as internal request or ordinary request (the same principle applies to fulfilments).
We have also visually distinguished between open and closed objects. Objects on which work is still in progress are marked with a rich colour based on the colour scheme. Closed objects, on the other hand, are pale and more transparent, making objects that require attention stand out in the Calendar.
Default shared filters for calendars and editing their visibility
We have added the ability to create shared default filters and adjust their visibility. The settings are in Global Settings, where you can create shared filters for specific assignees and/or assignee groups. Shared filters can be set for the left and right lists. The left list filters users, while the right list filters object statuses.
When creating a filter, you can also specify who will be able to see it by selecting the checkboxes:
- Show to admins – the filter will be visible to environment administrators. The main administrator always sees the filter.
- Show to assignees and operators
- Show for customer accounts
Change to “OR” (unification) in the conditions for assignees in the calendar
When searching for objects in the left panel of the calendar, filtering by “AND” was selected when the calendar was published, which proved to be inappropriate and was changed to filtering by multiple conditions simultaneously according to the values in
- Users
- Assignees
- Assignee groups
- Assignees from a group – i.e. members of assignee groups
Displaying Borrowings in the calendar
Borrowings are now part of the Calendar. They are displayed in the right panel among other modules, which can be turned on and off. In addition to displaying borrowings, you can create them directly in the Calendar, and you can cancel a borrowing or mark it as completed in the calendar.
Editing the selection of assignees
Selecting assignees/users or groups from the left side is more intuitive. If no value is selected in the filters, the user can select any combination of users/assignees and groups using checkboxes. Above the list, there is also an option to select everything under the word User.
Message processing
Prevention of duplicate attachments in message processing requests
When adding discussions via email, the same attachments (in .jpg, .png and other formats), such as icons from email signatures, were repeatedly inserted in the past. In the new version 3.2.8, duplicate attachments are automatically filtered out when processing discussions via message processing so that the same images are not inserted repeatedly.
However, if a user adds the same attachment manually via the portal, the system will retain it – it will not be filtered.
Custom (CDESK) templates for WhatsApp to simplify and automate communication
As an introduction to this feature, we would like to remind you that in WhatsApp Business, you can send new messages either within 24 hours of the first message from the other party (within a so-called conversation) or send a message using a WhatsApp paid template.
Custom templates have now been added to WhatsApp chats to speed up communication and automate receipt confirmations.
To start using custom templates, first assign permissions in the user settings (or user group settings) for the users who will assign the templates. You can create and edit templates in the Chat Templates tab in the Omnichannel menu. They are divided into private and global templates, and there are predefined filters.
To use templates, click on the open book icon 
when writing a new post. The template text will be inserted at the cursor position.
Welcome message via custom template and conversation remains marked as unanswered
WhatsApp Business allows you to set up an automatic reply to customers who initiate a conversation. However, this message directly from WhatsApp is subject to a fee.
CDESK Omnichannel now includes a feature that allows you to set up a welcome message from your own templates, which is sent automatically and free of charge after receiving the “first” message from the customer.
It was also necessary to ensure that such a response is considered a message without a reply. This is also indicated by the symbol 
. The operator is thus also notified of conversations that require further interaction.
Displaying information about the expiry of a conversation
After receiving the first message from a client to your WhatsApp business account connected to CDESK, a 24-hour period begins during which the operator can reply to the customer using a template or their own text. We have recently added a timer under each conversation that indicates the time remaining in the period. Once the time has elapsed, the timer turns red, and the operator must send a message from the WhatsApp paid templates for further communication. To open a 24-hour free conversation, you still have to wait for a response from the customer. So if you need to continue communicating, formulate the template so that the customer will contact you. For example: Your request has been received, but we need some additional information from you. Please contact us by replying to this message.
Deals
Export flat rates
A Flat Rate Report has been added to the Reports > Deals section. Here you can select a deal for a specific company, select the report name and view a preview. If no company is selected, all active flat rates for all deals and companies will be displayed. The report can be downloaded in XLSX format.
The report includes:
- Company
- Deal (number and name)
- Deal code
- Flat rate name
- Flat rate price
- Prepaid hours
- Rate after exceeding the limit
- Currency
- Hours carried over from the past
Approval
Simplified dialogue in free approval
Free approval is a clear choice for companies without a fixed approval structure. The approver can be any user from the APP (Approver) group.
In addition, the free approval form has undergone several changes and is now easier to use. Several fields and options in the form can be disabled in the settings. Free approval is fast and without unnecessary fields.
The description when creating free approval is no longer mandatory, and this field can be marked as Disabled, Optional, or Mandatory in the free approval template. The Approval Evaluation field can also be hidden, and the option to disable the addition of attachments in the form has been added.
The approval name is no longer represented as a separate field in the form but is located under the window title (see Figure below). The result is a clean form that is intuitive to fill out and takes only a few seconds.
Users and groups
The main administrator account is additionally protected against being disabled or deleted
The main administrator account has a specific status for historical reasons. It is closely linked to the functionality of the CDESK environment itself. Disabling it means blocking the entire environment. Occasionally, some users managed to disable this account, making CDESK inaccessible to the entire company.
Therefore, protection against disabling this account directly from the CDESK environment has been implemented. If it is necessary to disable this account (i.e. including the corresponding CDESK environment), the CDESK server administrator can do so via the “root” environment.