eDesk Updates

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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

Introducing Smart Reply: Elevating Agent Efficiency with AI-Driven Responses

New Kaufland Austria integration

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 supplies

New User log report now available!

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

Improved Custom Fields report

We've improved the Custom Fields report in Report Extracts. Previously, all custom fields were included in the CSV download, but now you can filter for a specific field, and only that field will appear in your report. This update

Enhanced chatbot Q&A report for deeper insights!

We've upgraded our chatbot Q&A report in report extracts with valuable new columns, including chat creation date, links to the widget, and most importantly, links to the content hub articles used, along with their confidence scores.

Dark Mode Just Got Better!

We've made another Dark Mode improvement! The 'Customize Table Layout' feature has been revamped, offering much better readability in Dark Mode. This enhancement ensures a smoother, more comfortable user experience, making it easier on

Streamline Your Chatbot Content Hub!

You can now delete articles from the Content Hub in your Chatbot, making it easy to tidy up your content. Simply select those articles you no longer need and click the new ‘Remove content’ option. Keep only relevant articles,

Enhanced Chat Prompts for Better Engagement!

Our latest improvement ensures that Chat Prompts on your website will now display when a Chatbot is enabled, regardless of agent availability. This gives your customers more chances to interact with the Chatbot, increasing the likelihood

New Custom Fields Report Now Live!

We've added a powerful new report for Custom Fields to our Report Extracts! You can now download detailed CSV reports on your Custom Fields, filter by specific fields, ticket types, channels, and ticket owners. Tailor your outputs to