eDesk Updates

Identify spam tickets easily when searching for them in Mailbox 🚫

by Noor Saleh
Improvement
When searching in the Mailbox, tickets of all statuses are returned, but spam was not easily identified. We’ve now improved the visibility of tickets that were marked as spam in Mailbox so you can easily view them from your mailbox

We've improved the AI-powered ticket summary

by Darren Heaphy
Improvement
If you have eDesk AI active on your account you’ll know that at any point within a ticket you can generate an AI-powered summary. We’ve changed the behaviour of this capability, now you’ll receive the AI-powered summary in a modal window

Deliver customized experiences with Klaviyo, now in eDesk!

by Noor Saleh
New
Integrations
Drive more personalized marketing campaigns with eDesk's new Klaviyo integration. This integration offers unparalleled flexibility by allowing you to create your own rules for sending events to Klaviyo based on the interactions you have

Pull Outlook emails from up to 10 different emails!

by Noor Saleh
New
If you use Microsoft 365 shared inboxes and want to pull emails from certain folders in certain Outlook email addresses, this update is for you. You are now able to select up to 10 email addresses and for each email address, an Outlook

eDesk AI just got smarter!

by Darren Heaphy
Great news. Our AI Assist and HandsFree classifications just got better. We’re adding over 15 new classifications. More classifications results in faster, smarter, better replies By leveraging a broader set of classifications, we can
Improvement

Edit customer name in Customer View

by Noor Saleh
Improvement
We’ve added the option where you can edit the customer’s name is Customer View in 1 quick step so you can identify the customer in your dashboard more accurately or even customize it. Step by step guide: Go to Customer View from the left

Introducing eDesk AI ✨ The next generation of customer support is here!

by Noor Saleh
New
Announcement
We are excited to announce the launch of eDesk AI and our latest AI-powered features! From AI-driven summaries and sentiment analysis, to AI-assisted replies and HandsFree auto responses, eDesk AI is revolutionizing customer support. This

Add 'Talk to us on WhatsApp' CTA right on your live chat widget

by Noor Saleh
New
Over 2.24 billion people use WhatsApp monthly, making it one of the most popular global mobile messenger apps. Being available wherever your customers are and making it easy for them to reach you can maximize your support and boost your

Improved filter modal for effortless data sorting in mailbox

by Noor Saleh
Improvement
We've made some improvements to the filter modal to help you save time by quickly sorting and finding the data you need. We've enhanced the quick filter icons/layout, moved the create filter button, and tidied up the saved filter options