eDesk Updates

We've improved the Reply Box

by Darren Heaphy
Improvement
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

eDesk Talk enhancement for a better user experience

by Noor Saleh
Improvement
We're thrilled to announce that we have made significant improvements to eDesk Talk 📞! With the recent update, we have migrated the dialer to the left-hand navigation bar in the product, ensuring greater stability and usability for

"Last message created at" added to Mailbox Filters

by Darren Heaphy
New
Based on your feedback we added a “Last message created at” filter option so you can filter by tickets within this range

eDesk API "List Tickets" has filtering options

by Darren Heaphy
New
We’ve added filtering options to the “GET” request for List Tickets API. This makes it easier to find the tickets you need to fetch and/or update with less API requests required. Our API documentation is available at

Create new ticket without choosing an agent

by Darren Heaphy
Improvement
When creating a ticket, it was assigned to the creator by default or they could select another user. We have added a None option so it does not have to be assigned and will follow the usual round robin assignment of a rule if there is one

Improved ticket heatmap in Insights

by Noor Saleh
Improvement
Tired of hovering over each cell to see the values of the cells? We got you! We’ve added the option to show cell values on all of the cells without having to hover over them, making it MUCH easier to see your team’s performance at a

Sentiment is now displayed as emojis!

by Noor Saleh
Improvement
Sentiment in the mailbox list and in the ticket view is now displayed as emojis so you can quickly identify how your customers are feeling through their message tone.

We've improved Mailbox Filtering

by Darren Heaphy
Improvement
We’ve made a suite of usability improvements to your mailbox filters, it’s easier to quick-select a filter from the dropdown menu, we’ve tidied up the icons and made it easier to edit, save, unpin or delete your saved public (team-wide) or

Identify spam tickets easily when searching for them in Mailbox 🚫

by Noor Saleh
Improvement
When searching in the Mailbox, tickets of all statuses are returned, but spam was not easily identified. We’ve now improved the visibility of tickets that were marked as spam in Mailbox so you can easily view them from your mailbox