eDesk Updates

eDesk Updates

www.edesk.com

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
Improvement

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
Improvement

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
Improvement

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
Improvement

We've updated scheduled replies and send status

by Darren Heaphy
Improvement
As part of the overall changes to the reply box we’ve also improved the options for scheduling when your reply is sent and whether, upon sending, to change the status of the ticket. With the scheduled reply option you can pick quick options
We've updated scheduled replies and send status

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
We've improved the Reply Box

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
eDesk Talk enhancement for a better user experience

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
Create new ticket without choosing an agent

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
Improved ticket heatmap in Insights