eDesk Updates

New User log report now available!

by Maura C
Our 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
New
Announcement

Handy Hint for Your Message Rules!

by Maura C
Did 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
Announcement

New SLA Breaches Report now available!

by Maura C
Stay 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
New
Announcement

Did you know you can now filter by AI classification!

by Maura C
You 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
Improvement
Announcement

Introducing Ava, eDesk's AI agent for eCommerce

by Darren Heaphy
New
Announcement
We 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

Your Support Sidekick: The AI Assistant!

by Evan De Vere Hunt
Meet 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
Coming soon
AI

Empower Your Workflow: AI-Classification-Based Message Rules

by Evan De Vere Hunt
Exciting 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
Coming soon
AI

Extending classifications to all tickets

by Evan De Vere Hunt, Product Manager
We'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
AI
Coming soon

Slash customer support volume with eDesk's AI Chatbot

by Evan De Vere Hunt, Product Manager
Get ready for the biggest customer support upgrade you’ve ever seen. Our super-smart AI chatbot is here to lighten the load on your team and lend a hand, effortlessly solving your customer’s questions. It’s like having a new team member who
AI
Coming soon