eDesk Updates

eDesk Updates

www.edesk.com

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

Dark Mode Just Got Better!

by Maura C
We've made another Dark Mode improvement! The 'Customize Table Layout' feature has been revamped, offering much better readability in Dark Mode. This enhancement ensures a smoother, more comfortable user experience, making it easier on
New

Streamline Your Chatbot Content Hub!

by Maura C
You can now delete articles from the Content Hub in your Chatbot, making it easy to tidy up your content. Simply select those articles you no longer need and click the new ‘Remove content’ option. Keep only relevant articles,
New

Enhanced Chat Prompts for Better Engagement!

by Maura C
Our latest improvement ensures that Chat Prompts on your website will now display when a Chatbot is enabled, regardless of agent availability. This gives your customers more chances to interact with the Chatbot, increasing the likelihood
New
Improvement

New Custom Fields Report Now Live!

by Maura C
We've added a powerful new report for Custom Fields to our Report Extracts! You can now download detailed CSV reports on your Custom Fields, filter by specific fields, ticket types, channels, and ticket owners. Tailor your outputs to
New

Enhanced Insights with an Updated Ticket Heatmap!

by Maura C
We've taken Insights to the next level by updating the Ticket heatmap to now include Resolved tickets. This improvement allows you to easily track how many tickets were resolved on any given day. For even more precision, simply hover
New

Enhancing Ava’s Flow Builder with New Conditions-Based Logic

by Darren Heaphy
Last week, we introduced Conditions-Based logic in Ava’s Flow Builder, starting with the ability to check whether agents are online and available to take over conversations from Ava. This week, we’re excited to announce an expanded suite of
New
Improvement

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