eDesk Updates

eDesk Updates

www.edesk.com

We now show discounts and shipping prices on Magento orders

by Evan De Vere Hunt
Improvement
Integrations
When Magento orders are pulled into Magento we now show the shipping fees and discounts, so you have a clearer record or the customer’s purchase when you’re replying to their queries.
We now show discounts and shipping prices on Magento orders

Respond to post sales questions from your buyers on Etsy

by Evan De Vere Hunt, Senior Product Manager
Improvement
Integrations
We're thrilled to announce exciting enhancements to our Etsy integration, all designed to elevate your customer communication experience. Now, for your Etsy post-sales support questions, you will also see the relevant order data directly on
Respond to post sales questions from your buyers on Etsy

We've improved ticket summaries for longer threads

by Darren Heaphy
Our AI-powered summaries of tickets can generate recaps of a conversation which can then be embedded into the ticket itself, copied to your clipboard (to use in other systems) or simply read then dismissed. Sometimes though particularly
Improvement

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