timestamp1695632934980
Introducing Report Extracts for powerful insights at your fingertips
by Noor Saleh
With Report Extracts, you can now generate tailored CSV reports from eDesk about tickets, channels, agents, tags, and languages, so you can know your business more and provide exceptional customer service.
Report Extracts are available
timestamp1691769900000
Say hello to the AI Composer in your reply box!
by Noor Saleh
Transform messages to your customers with the new AI Composer feature. Typing up a perfect response has never been easier - with any writing style.
With the composer conveniently located in your reply box, you can highlight your message totimestamp1690466640000
Sign in with Google
by Darren Heaphy
“Sign in with Google” means you can authenticate your account with eDesk using your Google account. What this means is that if the email address you currently use to log in to eDesk is a Google account then you can now log in to eDesktimestamp1690327740000
Introducing Ticket Share for off-platform collaboration
by Darren Heaphy
We’re delighted to announce our new “Ticket Share” feature, which allows for off-platform escalation and collaboration with individuals, teams or companies outside of eDesk, who aren’t required to be set up as users on your account, and yettimestamp1689776340000
Call Log reporting
by Darren Heaphy
We’ve extended Voice reporting with new “Call Log” section. This report captures each answered, missed call or voicemail with playback options and ticket actions (create a new ticket for follow up, call shopper back, view related ticketstimestamp1688029440000
"Last message created at" added to Mailbox Filters
by Darren Heaphy
Based on your feedback we added a “Last message created at” filter option so you can filter by tickets within this range
timestamp1687944420000
eDesk API "List Tickets" has filtering options
by Darren Heaphy
We’ve added filtering options to the “GET” request for List Tickets API. This makes it easier to find the tickets you need to fetch and/or update with less API requests required. Our API documentation is available at
timestamp1685530020000
Deliver customized experiences with Klaviyo, now in eDesk!
by Noor Saleh
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
timestamp1685438640000
Pull Outlook emails from up to 10 different emails!
by Noor Saleh
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
