eDesk Updates

www.edesk.com

We've improved ticket summaries for longer threads

by Darren Heaphy

Our AI-powered summaries of tickets can generate recaps of a conversation which can then be embedded into the ticket itself, copied to your clipboard (to use in other systems) or simply read then dismissed. Sometimes though particularly

2 new permissions on Mailbox

by eDesk Support

In eDesk you can create a custom role and attach permissions to that role. Within those permissions we’ve added new controls, which are active by default, for your mailbox: Archive tickets Delete tickets If you’d like to learn more

New column "Tags"

by Clodagh Callan

Tags in eDesk can be used in a myriad of ways, from root cause selection to flagging escalations or brand segmentation to support level attribution. The eDesk Mailbox allows you to create custom layouts so that you can create the view you

AI Assist reply suggestions and Handsfree replies now work in multiple languages!

We are thrilled to announce a significant enhancement to eDesk AI! Our latest update introduces an advanced language detection feature to our AI-powered suggestions and responses, allowing you to leverage AI for your multi-lingual customer

AI Assist reply suggestions and Handsfree replies now work in multiple languages!

We've added ManoMano to our app store!

ManoMano is a European marketplace specializing in DIY, home improvement and gardening supplies. Launched in France, it now also operates in Belgium, Germany, Italy, Spain, and the UK. For a guide on how to install ManoMano, please follow

We've added ManoMano to our app store!

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