eDesk Updates

www.edesk.com

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Extending classifications to all tickets

by Evan De Vere Hunt, Product Manager

We're taking our ticket classification to the next level. Soon, eDesk's AI won't just stop at tickets with orders – it's diving deep into every ticket, ensuring that it identifies the root cause for all your incoming queries. That means

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Slash customer support volume with eDesk's AI Chatbot

by Evan De Vere Hunt, Product Manager

Get ready for the biggest customer support upgrade you’ve ever seen. Our super-smart AI chatbot is here to lighten the load on your team and lend a hand, effortlessly solving your customer’s questions. It’s like having a new team member who

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eDesk AI is Upgrading to GPT-4!

by Evan De Vere Hunt, Product Manager

Get ready for a boost in intelligence! We're thrilled to announce that eDesk's AI is leveling up, making the move to Open AI's latest model, GPT-4. This upgrade means more power, smarter responses, and an even better support experience for

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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

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Report on resolved tickets with Report Extracts

by Clodagh Callan

We’ve added a new option when generating report Extracts. You can now generate a report based on Resolved tickets. So when selecting the date range, you can select whether to include tickets created between the dates or tickets resolved

Report on resolved tickets with Report Extracts

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Improved password security 🔐

by Darren Heaphy

Recently we’ve added support for signing in with your Google or Microsoft credentials. For those logging into eDesk directly with your email address and password we’ve made two changes to improve your account security: Passwords

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View Instagram Stories Alongside Customer Messages

by Evan De Vere Hunt, Senior Product Manager

We're excited to announce a significant improvement our Instagram experience – now you can seamlessly view the Instagram story to which a customer has replied. In the past, while we displayed customer replies to stories as tickets in eDesk,

View Instagram Stories Alongside Customer Messages

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Enhanced Mobile Chat Experience

by Clodagh Callan

We have made the chat widget more responsive to the screen size on mobile and added the option to minimize the window. Paired with the adjustable chat widget icon size, your customers will have a much more pleasant experience using chat

Enhanced Mobile Chat Experience

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Automatically tag tickets when a template is sent

by Clodagh Callan

We have added a new option in Template settings. You can now select a tag which will be assigned to the ticket when the template is used. This will help you easily find tickets which received an out of hours template for example!