eDesk Updates

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Introducing Report Extracts for powerful insights at your fingertips

With Report Extracts, you can now generate tailored CSV reports from eDesk about tickets, channels, agents, tags, and languages, so you can know your business more and provide exceptional customer service. Report Extracts are available

Introducing Report Extracts for powerful insights at your fingertips

eDesk AI now speaks your language!

by Evan De Vere Hunt, Senior Product Manager

We're thrilled to announce that eDesk AI is now available in German, French, Italian, and Spanish. With this improvement, you can enjoy AI-powered customer support in your preferred language. eDesk AI summaries, classifications and

AI Composer supports line breaks

by Darren Heaphy

Sometimes you might use AI Composer to rephrase a suggested response, or perhaps you’re copying and pasting from somewhere else. Now we’ve added support for line breaks so the AI composed response includes the breaks between paragraphs

Say hello to the AI Composer in your reply box!

Transform messages to your customers with the new AI Composer feature. Typing up a perfect response has never been easier - with any writing style. With the composer conveniently located in your reply box, you can highlight your message to

Sign in with Google

by Darren Heaphy

“Sign in with Google” means you can authenticate your account with eDesk using your Google account. What this means is that if the email address you currently use to log in to eDesk is a Google account then you can now log in to eDesk

Introducing Ticket Share for off-platform collaboration

by Darren Heaphy

We’re delighted to announce our new “Ticket Share” feature, which allows for off-platform escalation and collaboration with individuals, teams or companies outside of eDesk, who aren’t required to be set up as users on your account, and yet

Call Log reporting

by Darren Heaphy

We’ve extended Voice reporting with new “Call Log” section. This report captures each answered, missed call or voicemail with playback options and ticket actions (create a new ticket for follow up, call shopper back, view related tickets

We've updated scheduled replies and send status

by Darren Heaphy

As part of the overall changes to the reply box we’ve also improved the options for scheduling when your reply is sent and whether, upon sending, to change the status of the ticket. With the scheduled reply option you can pick quick options

We've updated scheduled replies and send status

We've improved the Reply Box

by Darren Heaphy

We’ve rolled out some improvements to the Reply box experience: We removed the icons from Reply, Note etc (so it’s less busy) We’ve tidied up the formatting, template, attachment and CC options The reply box will now automatically expand

We've improved the Reply Box