timestamp1730383293955
Introducing the real-time Live dashboard
by Maura C
The Live dashboard offers a real-time view of your eDesk account, helping you monitor performance metrics and customer interactions as they happen.
Track agent activity, ticket volumes, response times, chat, phone engagement and moretimestamp1730383269657
Streamline reporting with Automated Report extracts
by Maura C
Automate your reporting process with eDesk's automated report extracts.
Set up scheduled reports to be generated automatically, including key data on ticket activity, performance metrics, and more.
Customize the reports to suit yourtimestamp1729258200000
CSAT for Chatbot is now available!
by Maura C
Discover how well your Chatbot serves customers with the new CSAT feature in your Chat widget. Previously only available for live chats, CSAT now gathers customer feedback after Chatbot interactions too. Explore all ratings in yourtimestamp1728986280000
Introducing Smart Reply: Elevating Agent Efficiency with AI-Driven Responses
by Darren Heaphy
We’re thrilled to announce the official launch of Smart Reply, now available as part of our AI Assist feature set, following several months of successful beta testing through our Early Adopter Program.
Smart Reply empowers support agents
timestamp1727366698836
Updated Chat Insights with Enhanced Chatbot Details!
by Maura C
Our latest update to Chat Insights now offers deeper analysis of your Chatbot usage.
Instantly see how many chats were fully handled by Ava, how many were managed (or missed) by agents, and how many tickets were created from live chatstimestamp1726505143764
New Kaufland Austria integration
by Maura C
Kaufland, which is one of the most popular retail companies in the world, has now expanded into Poland!
Founded in Germany in 1984, it offers a wide range of household items like groceries, clothing, electronics and gardening suppliestimestamp1725379635387
CDiscount tracking now available!
by Maura C
We can now pull in tracking information for all your CDiscount orders, making it easier to respond to customers.
Use #tracking_code or #tracking_code_link snippets in your templates or directly in replies to quickly populate CDiscounttimestamp1725291625688
New User log report now available!
by Maura C
Our Report Extracts now include a 'User Log' report, allowing you to quickly generate detailed reports for all or individual users with just a few clicks.
We've retained the familiar column headings from the Enterprise reports, so
Subscribe to updates