eDesk Updates

www.edesk.com

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Did you know you can now filter by AI classification!

You can now filter by AI classifications in the mailbox, enabling you to answer all tickets in that classification quickly - or in one go if you choose! You can also pin that AI classification to the sidebar for easy access in the future

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Content hub now supports sitemaps!

You can now enhance your Chatbot's Content Hub by adding a 'Sitemap External Web Page'. This feature automatically includes a list of all your web pages from the sitemap, eliminating the need to manually add each page individually. This not

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Ava supports bold text

by Darren Heaphy

We’ve improved the general formatting of Ava’s answers, including better separation of space between paragraphs and bullet points. Additionally Ava will now recognise titles, bold text or bold markdown (text with ** at beginning and end)

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Improved loading animation for Ava's responses

by Darren Heaphy

We’ve made an improvement to how Ava answers questions from your shoppers, specifically if the answer Ava gives is longer than the visible chat window the focus no longer jumps to the bottom (which had required the shopper to scroll back up

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We’ve Upgraded eDesk AI

by Evan De Vere Hunt

Great news—we’ve upgraded eDesk AI! We’ve enhanced the features you rely on by integrating the latest, groundbreaking AI model from OpenAI, GPT-4. What you’ll notice: Enhanced AI Classifications: In our tests on thousands of tickets,

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We've improved ticket loading times by 40%

by Darren Heaphy

Great news—we've improved our ticket loading speeds by 40%+! Following your feedback, we've invested heavily in our infrastructure and implemented advanced technologies to boost performance. This means faster ticket access for you,

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Gathering customer satisfaction feedback

by Clodagh Callan

Did you know you can request feedback on the service provided by your agents after a ticket has been marked as Resolved? This can be set up per channel and sends an email to the customer after their ticket has been resolved. Any feedback

Gathering customer satisfaction feedback

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Easier to manage Report Extracts!

by Clodagh Callan

We know the list of reports was difficult to manage as more reports were generated and old ones expired so we have added a new tab for expired reports. Within the expired tab, you can now delete individual ones or in bulk. Keep an eye

Easier to manage Report Extracts!

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Break down language barriers with AI Translation.

by Evan De Vere Hunt, Product Manager

Speak your customer's language fluently. We’re launching a new AI translation feature that perfectly translates incoming and outgoing messages more reliably than ever before. eDesk’s AI Translation uses a combination of proprietary language