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Improved ticket heatmap in Insights
by Noor Saleh
Tired of hovering over each cell to see the values of the cells? We got you!
We’ve added the option to show cell values on all of the cells without having to hover over them, making it MUCH easier to see your team’s performance at a
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Sentiment is now displayed as emojis!
by Noor Saleh
Sentiment in the mailbox list and in the ticket view is now displayed as emojis so you can quickly identify how your customers are feeling through their message tone.
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We've improved Mailbox Filtering
by Darren Heaphy
We’ve made a suite of usability improvements to your mailbox filters, it’s easier to quick-select a filter from the dropdown menu, we’ve tidied up the icons and made it easier to edit, save, unpin or delete your saved public (team-wide) or
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Identify spam tickets easily when searching for them in Mailbox 🚫
by Noor Saleh
When searching in the Mailbox, tickets of all statuses are returned, but spam was not easily identified.
We’ve now improved the visibility of tickets that were marked as spam in Mailbox so you can easily view them from your mailbox
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We've improved the AI-powered ticket summary
by Darren Heaphy
If you have eDesk AI active on your account you’ll know that at any point within a ticket you can generate an AI-powered summary. We’ve changed the behaviour of this capability, now you’ll receive the AI-powered summary in a modal window
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Deliver customized experiences with Klaviyo, now in eDesk!
by Noor Saleh
Drive more personalized marketing campaigns with eDesk's new Klaviyo integration. This integration offers unparalleled flexibility by allowing you to create your own rules for sending events to Klaviyo based on the interactions you have
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Pull Outlook emails from up to 10 different emails!
by Noor Saleh
If you use Microsoft 365 shared inboxes and want to pull emails from certain folders in certain Outlook email addresses, this update is for you.
You are now able to select up to 10 email addresses and for each email address, an Outlook
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eDesk AI just got smarter!
by Darren Heaphy
Great news. Our AI Assist and HandsFree classifications just got better. We’re adding over 15 new classifications. More classifications results in faster, smarter, better replies
By leveraging a broader set of classifications, we cantimestamp1684330320000
Edit customer name in Customer View
by Noor Saleh
We’ve added the option where you can edit the customer’s name is Customer View in 1 quick step so you can identify the customer in your dashboard more accurately or even customize it.
Step by step guide:
Go to Customer View from the left
