eDesk Updates

www.edesk.com

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Live Dashboard now displays handled tickets!

by Maura Cunningham

We’ve enhanced the Live Dashboard with a new Handled tickets column, giving you real-time visibility into how many tickets each agent has handled. Track agent performance more effectively and gain deeper insights into your support

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Improved Chat overview

by Clodagh Callan, Product Manager

We’ve revamped the Chat overview and separated chatbot and agent information to give you clearer insights. Chatbot performance – Instantly see how many conversations were resolved by the chatbot and how many led to follow up

Improved Chat overview

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Webinar March 6th : Maximize AI with eDesk - A guide for Support teams

by Maura Cunningham

Join our upcoming webinar to discover how AI can transform your customer support operations! Learn how eDesk’s AI Assist helps teams deliver faster, more empathetic responses, reduce repetitive tasks, and maintain brand

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Streamlined TikTok Shop Order Adjustments

by Evan De Vere Hunt, Senior Product Manager

We’re excited to announce a new feature that lets you handle all TikTok Shop order adjustment actions—cancellations, refunds, returns, and replacements—directly in eDesk. No more hopping between multiple tools or windows! Why You’ll Love

Streamlined TikTok Shop Order Adjustments

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Enhanced Quick Reply

by Evan De Vere Hunt, Senior Product Manager

We’re excited to introduce a major update to Quick Reply, one of the AI-driven features in your AI Assist Pack. Quick Reply helps you respond to simple customer tickets directly from the inbox—no need to click into every single message.

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AI Translation is here!

by Evan De Vere Hunt

We recently launched our AI-powered translation service, which offers improved fluency and grammatical accuracy on the standard eDesk translations your team is using.

AI Translation is here!

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eDesk x ChannelEngine: Now Tracking Orders!

by Evan De Vere Hunt, Senior Product Manager

Good news for ChannelEngine users! eDesk now supports order tracking for ChannelEngine orders, giving you better visibility and more streamlined customer support. With this update, you can track shipments directly within eDesk, ensuring

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eDesk API Update: Improved Sales Order & Contact Filtering

by Evan De Vere Hunt, Senior Product Manager

We’ve enhanced the eDesk API with two key updates to give you more control and flexibility: Update Sales Order with Delivery Dates – You can now update sales orders with estimated delivery dates using the Update Sales Order

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The expand option in Composer is now order and context aware

by Evan De Vere Hunt, Senior Production Manager

The Expand option is a great way to start with a quick shorthand message and let AI complete it for you. Now, it’s even more powerful—it can leverage order and ticket data to enhance your messages with greater accuracy and personalization.