timestamp1725291625688 New User log report now available!by Maura COur Report Extracts now include a 'User Log' report, allowing you to quickly generate detailed reports for all or individual users with just a few clicks. We've retained the familiar column headings from the Enterprise reports, so
timestamp1723133949094Handy Hint for Your Message Rules!by Maura CDid you know that you can insert an OR condition in your Message Rules using the pipe (|) symbol? If you have a list of emails you want to mark as Spam, use the | symbol to insert them into your Rule without creating a new 'Email
timestamp1721663256482New SLA Breaches Report now available!by Maura CStay on top of your customer care performance with our latest SLA Breaches Report in your Report Extracts. This report lists all tickets that breached SLA, helping you identify areas needing improvement in response times. Download
timestamp1720009517194Did you know you can now filter by AI classification!by Maura CYou can now filter by AI classifications in the mailbox, enabling you to answer all tickets in that classification quickly - or in one go if you choose! You can also pin that AI classification to the sidebar for easy access in the future
timestamp1718280000000Introducing Ava, eDesk's AI agent for eCommerceby Darren HeaphyNewAnnouncementWe are thrilled to introduce Ava, a cutting-edge virtual agent designed to handle up to 72% of your webstore queries instantly. Ava goes beyond the capabilities of a standard AI chatbot. By harnessing advanced AI, automation, and seamless
timestamp1709898864493Your Support Sidekick: The AI Assistant!by Evan De Vere HuntMeet your team's new best friend in ticket resolution. Our AI Assistant is on a mission to supercharge your support game by suggesting responses, recommending actions, and summarizing conversation histories. With this trusty sidekick by
timestamp1709898845114Empower Your Workflow: AI-Classification-Based Message Rulesby Evan De Vere HuntExciting news for streamlined efficiency! Soon, you'll be able to create message rules based on AI classifications. Respond, assign, tag, and automate more tasks effortlessly. This feature is your ticket to a smoother workflow, allowing you
timestamp1709898823775Extending classifications to all ticketsby Evan De Vere Hunt, Product ManagerWe'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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