Faveo Helpdesk and Servicedesk at a Glance: What We Achieved in 2024

As 2024 comes to a close, it’s time to reflect on the milestones we’ve achieved as a team. We had ambitious goals for the year, and we’ve worked tirelessly to bring you an enhanced Faveo Helpdesk and Servicedesk experience. Below is a summary of the major new features and improvements that were rolled out in 2024.

Release Overview:

• Total Releases: 21
• Pre-Releases: 18

Key Features Added in 2024:

1. Separate Ticket Forms by Organization:
   Faveo now allows the creation of different ticket forms tailored to individual client organizations, streamlining your service processes.
2. Pre-Release and RC Releases:
   Introduced the concept of RC (Release Candidate) releases before the official updates to ensure smoother transitions and testing.
3. Personal Access Tokens for API Access:
   Enhanced security and flexibility with personal access tokens, allowing easier and more secure API interactions.
4. Telephony Integration with 3CX:
   Now, you can seamlessly integrate Faveo with 3CX for telephony, enabling better communication management.
5. Improved Ticket Search Functionality:
   A new “Search By” functionality allows for more convenient ticket searches without the need for filters, making your workflow faster and more efficient.
6. Intercom Chat Integration:
   Convert Intercom chats into tickets directly within Faveo, allowing for better tracking and resolution.
7. Line App Integration:
   Now, you can manage communications with clients via the Line app directly in Faveo, and track these interactions through ticketing.
8. OAuth 2.0 Integration:
   Strengthened security and streamlined authentication processes with OAuth 2.0, ensuring better data protection and system access control.
9. Servicedesk Dashboard Widgets:
   Specially designed widgets for the Servicedesk product to provide more actionable insights and improve service delivery.
10. Improved Authentication Security and Logs:
    Enhanced logging and security measures for authentication, providing better oversight and security.
11. New Form Builder:
    A revamped form builder now supports sections, columns, a new UI, and pre-seeded asset forms for managing different types of assets with ease.
12. Network Discovery:
    Automatically discover assets on your network, reporting their hardware and software information directly to Faveo for easier asset management.
13. Attachment Scanner for Malicious Files:
    A new attachment scanner has been implemented to identify and flag potentially harmful files for added security.
14. Time-Based Triggers:
    Automate ticket workflows with time-based triggers, allowing you to define actions based on specific time conditions.
15. Vonage SMS Integration:
    The SMS module now supports Vonage, enabling you to send SMS traffic using Vonage’s services directly from Faveo.
16. Agent Software for Windows, Mac, and Linux:
    Our agent software now supports all major operating systems. The software gathers hardware and software information from devices and sends it to Faveo for seamless asset management.
17. Secure Sharing and Redaction of Confidential Data:
    Added functionality to share secret content securely and redact confidential information when necessary.
18. Cisco Smart Bonding Integration:
    Enhanced integrations with Cisco Smart Bonding, designed for cisco partners to provide the best support to their clients while keep cisco support team in the loop
19. Improved Webhooks:
    New capabilities to configure multiple webhooks, providing more flexible and robust integrations with third-party services.
20. Simplified Email Configuration: Streamlined email configuration with the ability to auto-discover DNS details for domain configuration, making the setup process faster and simpler.

Beyond this there were enormous bug, security & performance fixes applied to the product.

Looking Ahead:

We’re excited about what’s to come! Our upcoming roadmap, packed with even more enhancements, is available here. Stay tuned for more updates!

We hope these new features make your Faveo Helpdesk and Servicedesk experience even more powerful and user-friendly. As we step into 2025, we are committed to continuously improving and delivering even greater value to our users.