eDesk Updates

Important Etsy Integration Announcement

2024-01-29T14:43:38.923Z

Hi there,

We have some important news that to share about using the Etsy integration in eDesk.

Etsy's API Update
In our continuous effort to safeguard shopper privacy, Etsy has announced a significant change. Starting from February 5, 2024, Etsy will limit access to buyer information, including email addresses, via their API for all third-party applications.

Which Third-Party Applications Are Affected?

This change isn't exclusive to eDesk; it will impact all third-party applications. This includes customer support helpdesk solutions, marketing platforms, and more, across the board.

How Will This Affect Your eDesk Experience?

From February 5, 2024, responding to Etsy buyers directly within eDesk will no longer be possible. But don't worry, you'll still receive incoming messages from Etsy buyers in the form of a ticket in eDesk. While direct replies are no longer available, you can assign tickets to agents, set SLAs, add order notes, and attach order numbers seamlessly.

If you have any questions or concerns about how these changes may impact your customer support management in eDesk, our friendly customer support team is here to help! Feel free to reach out anytime.

We appreciate your understanding and look forward to continuing supporting you and your business.

Exciting news! We've just launched Bol.com on our app store.

2023-11-28T14:49:20.654Z

Bol.com is a leading online marketplace in the Netherlands and Belgium, known for a wide range of products including electronics, books, toys, and much more. Originating in the Netherlands, it has become a household name in both countries.

You can now add Bol.com from our app store.

For a step-by-step guide on how to install and use bol.com, check out our latest support article.

Tracking Code Mapping

2023-11-15T15:15:32.561Z

Map your tracking codes to the correct tracking link.

eDesk's Tracking Code Mapping streamlines the way you manage ‘where’s my order’ queries in eDesk, offering a significant leap in efficiency for your customer support operations. By mapping tracking codes to carriers within eDesk, you can leverage the #tracking_code_link# snippet across templates, swiftly addressing "Where's my order?" questions.

With this enhancement, every "Where's my order?" becomes an opportunity to impress with speed and accuracy. The automatic update feature ensures future orders are linked correctly, making this a critical update for those looking to enhance productivity and customer satisfaction. The Tracking Code Mapping feature is more than just a convenience—it's a strategic advantage for eDesk users. I

Introducing eDesk AI ✨ The next generation of customer support is here!

2023-05-09T08:00:00Z

We are excited to announce the launch of eDesk AI and our latest AI-powered features!

From AI-driven summaries and sentiment analysis, to AI-assisted replies and HandsFree auto responses, eDesk AI is revolutionizing customer support. This helps you reduce support center costs, improve speed, and boost customer engagement.

What does eDesk AI include?

AI Assist features are designed to dramatically enhance agent efficiency by analyzing the incoming customer message and sentiment and combining that with the customer’s order information to craft the perfect reply. All the agents have to do is review it and send it!

AI HandsFree accurately and immediately answers customer questions, reducing support volume and resolution times with no action needed from the agent!

✨AI-driven summaries and sentiment analysis

With AI Message Summary, agents can reduce the time they spend scanning and trying to understand messages from customers. Not only does it provide a concise explanation of the query, our AI can determine the sentiment of the customer (negative, neutral, or positive), and identify the root cause (like damaged product), so agents can digest the message and reply faster.

We are confident that eDesk AI will blow your mind! 🤯

Want to see how it works? You can try out or interactive demo. eDesk AI is available to all customers on our Performance+ plan and existing Enterprise customers, if you'd like to explore activating or test-driving eDesk AI on your own account, contact your Customer Success Manager or get in touch at [email protected]

If you want to find out more, please feel free to read our help articles here.

Welcome to our new release notes 🎉

2022-09-01T10:53:00Z

After listening to customer feedback we decided it’s about time we created a dedicated space to changes to eDesk. Our goal here is to communicate any improvements, notable fixes or new features and integrations that the team have released.

Keep an eye on our roadmap to know what’s coming and support.edesk.com to learn more about how stuff works.

As always, we’re at [email protected] 🙌