eDesk Updates

eDesk Updates

www.edesk.com

The expand option in Composer is now order and context aware

by Evan De Vere Hunt, Senior Production Manager
The Expand option is a great way to start with a quick shorthand message and let AI complete it for you. Now, it’s even more powerful—it can leverage order and ticket data to enhance your messages with greater accuracy and personalization.
New
AI

Ticket Sharing just got better!

by Maura Cunningham
You can now include Order numbers when sharing tickets with external collaborators. This enhancement provides more context for third parties, making issue resolution faster and more efficient. Shared tickets are secure, with customer
Improvement

Pre-sales now powered by AI!

by Maura Cunningham
We’re excited to announce that our Pre-sales feature, now includes support for webstores and is powered by eDesk AI! This means you can engage with potential customers across even more platforms, providing timely answers to their queries
Improvement

Take Control of Your Gmail Read Status from eDesk!

by Maura C
Seamlessly sync your Gmail read statuses with eDesk. Did you know, when you connect your Gmail to eDesk via the Google App, you can choose when to mark your messages as read in Gmail? Choose between marking them read when 'Pulled into
Improvement

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

by Darren Heaphy
New
Announcement
AI
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

Updated Chat Insights with Enhanced Chatbot Details!

by Maura C
Our latest update to Chat Insights now offers deeper analysis of your Chatbot usage. Instantly see how many chats were fully handled by Ava, how many were managed (or missed) by agents, and how many tickets were created from live chats
Improvement

CDiscount tracking now available!

by Maura C
We can now pull in tracking information for all your CDiscount orders, making it easier to respond to customers. Use #tracking_code or #tracking_code_link snippets in your templates or directly in replies to quickly populate CDiscount
Improvement

Enhanced chatbot Q&A report for deeper insights!

by Maura C
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.
New
Improvement

Improved Snooze Ticket Functionality!

by Maura C
We've improved our snooze tickets feature! We now have a more user-friendly calendar, making it easier to navigate between months. Plus, the current date is now the earliest you can select for snoozing a ticket, reducing the chance of
Improvement