urn:noticeable:projects:tdUgf5LRg5d9Xbco5zRkwww.edesk.com2024-04-09T14:28:17.268ZCopyright © eDeskNoticeablehttps://storage.noticeable.io/projects/tdUgf5LRg5d9Xbco5zRk/newspages/iSuTBzFmAJDlF3mojmQj/01h55ta3gsvwwdw59ay5g746j2-header-logo.pnghttps://storage.noticeable.io/projects/tdUgf5LRg5d9Xbco5zRk/newspages/iSuTBzFmAJDlF3mojmQj/01h55ta3gsvwwdw59ay5g746j2-header-logo.png#8e52ffffurn:noticeable:publications:y5afkucCboRu69pY1Xy42024-04-04T14:27:00Z2024-04-09T14:28:17.268Z

Did you know you can request feedback on the service provided by your agents after a ticket has been marked as Resolved? This can be set up per channel and sends an email to the customer after their ticket has been resolved. Any feedback

<p>Did you know you can request feedback on the service provided by your agents after a ticket has been marked as Resolved?</p><p>This can be set up per channel and sends an email to the customer after their ticket has been resolved. Any feedback left by the customer will appear on the Customer Satisfaction dashboard. </p><p>We have improved the “from address” of this email and it now uses the same sending mode as configured by you when connecting the channel. </p>Clodagh Callan[email protected]urn:noticeable:publications:rHOnQBY4KDNHdCNcGqdK2024-03-26T09:25:00Z2024-03-26T09:27:12.397Z

We know the list of reports was difficult to manage as more reports were generated and old ones expired so we have added a new tab for expired reports. Within the expired tab, you can now delete individual ones or in bulk. Keep an eye

<p>We know the list of reports was difficult to manage as more reports were generated and old ones expired so we have added a new tab for expired reports. </p><p>Within the expired tab, you can now delete individual ones or in bulk. </p><p>Keep an eye out for more updates to come for Report Extracts!</p>Clodagh Callan[email protected]urn:noticeable:publications:wsub2usHqLLSFcR0lru02024-02-13T16:07:21.255Z2024-02-13T16:33:59.551Z

We’ve added a new option when generating report Extracts. You can now generate a report based on Resolved tickets. So when selecting the date range, you can select whether to include tickets created between the dates or tickets resolved

<p>We’ve added a new option when generating report Extracts. You can now generate a report based on Resolved tickets. So when selecting the date range, you can select whether to include tickets created between the dates or tickets resolved between the dates. </p><p>We’ve also made some additional improvements:</p><ul><li><p>The most recent reports will be shown at the top by default.</p></li><li><p>Time (duration) columns will be shown as hh:mm:ss which is more useful when manipulating the data.</p></li></ul>Clodagh Callan[email protected]urn:noticeable:publications:cULb3xEnNYARjNxpgQEW2024-02-06T14:40:59.202Z2024-02-06T14:53:40.949Z

Recently we’ve added support for signing in with your Google or Microsoft credentials. For those logging into eDesk directly with your email address and password we’ve made two changes to improve your account security: Passwords

<p>Recently we’ve added support for signing in with your <a href="https://updates.edesk.com/publications/sign-in-with-google?utm_source=noticeable&amp;utm_campaign=edesk.improved-password-security&amp;utm_content=publication+link&amp;utm_id=tdUgf5LRg5d9Xbco5zRk.iSuTBzFmAJDlF3mojmQj.cULb3xEnNYARjNxpgQEW&amp;utm_medium=newspage" rel="noopener nofollow" target="_blank" title="Google">Google</a> or <a href="https://updates.edesk.com/publications/log-in-with-microsoft?utm_source=noticeable&amp;utm_campaign=edesk.improved-password-security&amp;utm_content=publication+link&amp;utm_id=tdUgf5LRg5d9Xbco5zRk.iSuTBzFmAJDlF3mojmQj.cULb3xEnNYARjNxpgQEW&amp;utm_medium=newspage" rel="noopener nofollow" target="_blank" title="Microsoft">Microsoft</a> credentials. For those logging into eDesk directly with your email address and password we’ve made two changes to improve your account security:</p><ol><li><p>Passwords automatically expire if you haven’t already changed it in the last 6 months </p></li><li><p>The new password you’re prompted to choose is subject to a stricter password policy (at least 10 characters containing any combination of at least 1 number, 1 uppercase character, 1 lowercase character and 1 special character)</p></li></ol><p>If your password has expired, we’ll let you know when you next log in. Similarly, when prompted to choose a new password we’ll provide onscreen instructions regarding your new password criteria</p>Darren Heaphy[email protected]urn:noticeable:publications:KauXev13QtaprD4V9kvx2024-02-01T11:15:32.425Z2024-02-01T11:16:03.274Z

We're excited to announce a significant improvement our Instagram experience – now you can seamlessly view the Instagram story to which a customer has replied. In the past, while we displayed customer replies to stories as tickets in eDesk,

<p><span style="color: rgb(55, 65, 81);">We're excited to announce a significant improvement our Instagram experience – now you can seamlessly view the Instagram story to which a customer has replied. In the past, while we displayed customer replies to stories as tickets in eDesk, identifying the specific story was a challenge. With this update, we bring you the complete context by associating Instagram replies directly with the corresponding story.</span></p><p><span style="color: rgb(55, 65, 81);">Just like on Instagram, you have a 24-hour window to view the story within eDesk. This enhancement ensures that you stay in the loop and can engage more effectively with customers, providing a richer and more contextualized support experience.</span></p>Evan De Vere Hunt[email protected]urn:noticeable:publications:JXE8BoUXP9zDk8OKnrR12024-01-24T10:55:15.703Z2024-01-24T12:06:37.439Z

We have made the chat widget more responsive to the screen size on mobile and added the option to minimize the window. Paired with the adjustable chat widget icon size, your customers will have a much more pleasant experience using chat

<p> We have made the chat widget more responsive to the screen size on mobile and added the option to minimize the window. Paired with the adjustable chat widget icon size, your customers will have a much more pleasant experience using chat on your mobile site. </p>Clodagh Callan[email protected]urn:noticeable:publications:87DEjxhfyPlVC7CiIdjf2024-01-23T12:35:09.158Z2024-01-23T12:35:55.005Z

We now display the Amazon Fulfillment type on the Order Panel in the ticket. So whether it’s MFN, MFN Prime, or FBA you’ll see it in the order panel.

<p>We now display the Amazon Fulfillment type on the Order Panel in the ticket. So whether it’s MFN, MFN Prime, or FBA you’ll see it in the order panel.</p>Evan De Vere Hunt[email protected]urn:noticeable:publications:xjht1pZqI5GDQMH3QcGD2023-12-08T11:22:07.175Z2023-12-08T11:48:03.894Z

As your list of generated reports grows, find reports quickly based on specific criteria, making it a easier to locate and access the reports that matter most to you. You can now filter by when the report was requested and the report

<p>As your list of generated reports grows, find reports quickly <span style="color: rgb(55, 65, 81);">based on specific criteria, making it a easier to locate and access the reports that matter most to you. </span></p><p>You can now filter by when the report was requested and the report type. </p><p>Go to Insights and the Report extract section and click on the filter icon on the top nav to see the new feature!</p>Clodagh Callan[email protected]urn:noticeable:publications:6RhIUoH9VG97PxJYWmfC2023-11-28T15:05:31.279Z2023-11-28T15:14:43.864Z

You can now duplicate Shopify orders directly within eDesk. When you click duplicate on the order panel within a ticket it will open the Shopify duplicate modal, where you can: change quantities apply a global discount (percentage or

<p><span style="color: rgb(65, 65, 65);">You can now duplicate Shopify orders directly within eDesk. When you click duplicate on the order panel within a ticket it will open the Shopify duplicate modal, where you can:</span></p><ul><li><p><span style="color: rgb(65, 65, 65);">change quantities</span></p></li><li><p><span style="color: rgb(65, 65, 65);">apply a global discount (percentage or fixed amount)</span></p></li><li><p><span style="color: rgb(65, 65, 65);">add shipping</span></p></li><li><p><span style="color: rgb(65, 65, 65);">charge taxes</span></p></li></ul><p><span style="color: rgb(23, 43, 77);">Once you’ve made the duplicate order a note will appear in eDesk, and you’ll also see a record on the order page on Shopify.</span></p><p>P.S. The feature is only enabled for admins by default. To enable it for other teammates your admins will need to enable the Shopify duplicates permission in the user permissions screen.</p>Evan De Vere Hunt[email protected]urn:noticeable:publications:9RIaVCi3ABqVoTkE8kVr2023-11-15T15:00:00Z2023-11-10T16:04:23.663Z

If the order attached to the ticket shows the product SKU/s and/or the order number then you can copy that to your clipboard for searching or referencing in other systems (even if the SKU is too long show in the interface) 👍

<p>If the order attached to the ticket shows the product SKU/s and/or the order number then you can copy that to your clipboard for searching or referencing in other systems (even if the SKU is too long show in the interface) 👍</p><p></p><figure><img src="https://storage.noticeable.io/projects/tdUgf5LRg5d9Xbco5zRk/publications/9RIaVCi3ABqVoTkE8kVr/01hewzh73mbekbrzc7yxgqxk4j-image.png" alt="" loading="lazy" title=""></figure><p></p>Darren Heaphy[email protected]