eDesk Updates

www.edesk.com

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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

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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!