timestamp1739467700863Webinar March 6th : Maximize AI with eDesk - A guide for Support teamsby Maura CunninghamJoin our upcoming webinar to discover how AI can transform your customer support operations! Learn how eDesk’s AI Assist helps teams deliver faster, more empathetic responses, reduce repetitive tasks, and maintain brand
timestamp1739533987911Improved Chat overviewby Clodagh Callan, Product ManagerImprovementWe’ve revamped the Chat overview and separated chatbot and agent information to give you clearer insights. Chatbot performance – Instantly see how many conversations were resolved by the chatbot and how many led to follow up
timestamp1739436807704Streamlined TikTok Shop Order Adjustmentsby Evan De Vere Hunt, Senior Product ManagerNewIntegrationsImprovementWe’re excited to announce a new feature that lets you handle all TikTok Shop order adjustment actions—cancellations, refunds, returns, and replacements—directly in eDesk. No more hopping between multiple tools or windows! Why You’ll Love
timestamp1738934735133Enhanced Quick Reply by Evan De Vere Hunt, Senior Product ManagerWe’re excited to introduce a major update to Quick Reply, one of the AI-driven features in your AI Assist Pack. Quick Reply helps you respond to simple customer tickets directly from the inbox—no need to click into every single message.
timestamp1738665539162AI Translation is here! by Evan De Vere HuntNewAIWe recently launched our AI-powered translation service, which offers improved fluency and grammatical accuracy on the standard eDesk translations your team is using.
timestamp1738336367284eDesk x ChannelEngine: Now Tracking Orders!by Evan De Vere Hunt, Senior Product ManagerGood news for ChannelEngine users! eDesk now supports order tracking for ChannelEngine orders, giving you better visibility and more streamlined customer support. With this update, you can track shipments directly within eDesk, ensuring
timestamp1738317129976eDesk API Update: Improved Sales Order & Contact Filteringby Evan De Vere Hunt, Senior Product ManagerWe’ve enhanced the eDesk API with two key updates to give you more control and flexibility: Update Sales Order with Delivery Dates – You can now update sales orders with estimated delivery dates using the Update Sales Order
timestamp1738170978612The expand option in Composer is now order and context awareby Evan De Vere Hunt, Senior Production ManagerThe 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.
timestamp1737628197922Ticket Sharing just got better!by Maura CunninghamYou 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
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