timestamp1687944420000
eDesk API "List Tickets" has filtering options
by Darren Heaphy
We’ve added filtering options to the “GET” request for List Tickets API. This makes it easier to find the tickets you need to fetch and/or update with less API requests required. Our API documentation is available at
timestamp1687771380000
Create new ticket without choosing an agent
by Darren Heaphy
When creating a ticket, it was assigned to the creator by default or they could select another user. We have added a None option so it does not have to be assigned and will follow the usual round robin assignment of a rule if there is one
timestamp1687510800000
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
timestamp1687358640000
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.
timestamp1687251540000
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
timestamp1686664080000
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
timestamp1686045780000
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
timestamp1685530020000
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
timestamp1685438640000
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
