eDesk Updates

www.edesk.com

Organise and report on AI classifications

by Clodagh Callan

We have just added updating some of our tools to include AI classifications - Report extracts and Mailbox filters. This means you can now report on AI classifications using Report extracts. Generate a Ticket report which now contains the

Organise and report on AI classifications

Gathering customer satisfaction feedback

by Clodagh Callan

Did you know you can request feedback on the service provided by your agents after a ticket has been marked as Resolved? This can be set up per channel and sends an email to the customer after their ticket has been resolved. Any feedback

Gathering customer satisfaction feedback

Easier to manage Report Extracts!

by Clodagh Callan

We know the list of reports was difficult to manage as more reports were generated and old ones expired so we have added a new tab for expired reports. Within the expired tab, you can now delete individual ones or in bulk. Keep an eye

Easier to manage Report Extracts!

Take action based on fulfillment method

by Clodagh Callan

We have added a new option in the Rule conditions! The fulfilment condition allows you to select the method (specific to each marketplace) and take action such as assign a specific agent or add a tag. Rules have not changed, just add a new

Take action based on fulfillment method

eDesk Insights - the mobile app

by Clodagh Callan

We have been making some changes to our mobile app! We have cleaned up the interface and made it a lot easier to navigate. The Insights apps offers users a mobile version of the Insights section of the desktop app Users can see their

eDesk Insights - the mobile app

Report on resolved tickets with Report Extracts

by Clodagh Callan

We’ve added a new option when generating report Extracts. You can now generate a report based on Resolved tickets. So when selecting the date range, you can select whether to include tickets created between the dates or tickets resolved

Report on resolved tickets with Report Extracts

Improved password security 🔐

by Darren Heaphy

Recently we’ve added support for signing in with your Google or Microsoft credentials. For those logging into eDesk directly with your email address and password we’ve made two changes to improve your account security: Passwords

View Instagram Stories Alongside Customer Messages

by Evan De Vere Hunt, Senior Product Manager

We're excited to announce a significant improvement our Instagram experience – now you can seamlessly view the Instagram story to which a customer has replied. In the past, while we displayed customer replies to stories as tickets in eDesk,

View Instagram Stories Alongside Customer Messages

Log in with Microsoft

by Darren Heaphy

You might have noticed our new “Log in with Microsoft” option on your log in page. You can now authenticate your account with eDesk using your Microsoft account. What this means is that if the email address you currently use to log in to

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