eDesk Updates

Elevate your customer intelligence with Segments

by Noor Saleh
New
With Customer segmentation, customers who have similar characteristics or attributes will now be automatically grouped into a customer segment so you can quickly identify and serve them better! What is the value behind this? Assign custom

An updated Outlook integration (OAuth2)

by Noor Saleh
Improvement
Integrations
We've updated our integration with Outlook to OAuth2. What does this update mean? Similar to Google Mail, you will no longer need to set up email forwarding and instead are authorising eDesk to send and receive emails on your behalf (and

Introducing The Customer View

by Noor Saleh
New
Available today on all accounts is the Customer View, this presents a full view of your shoppers and any engagement they’ve had with support. With the full context of your shoppers’ order and conversation history, your support agents can

We've added WhatsApp

by Noor Saleh
New
Integrations
To continue improving our award-winning unified inbox, we have made some improvements to our WhatsApp Integration to drive better customer support outcomes. Here’s a recap of what you can do: Auto-assign WhatsApp messages to

We've added Macy's!

by Noor Saleh
New
Integrations
Great news! We’ve now added Macy’s Inc as a native integration on our App Store. Connecting your Macy’s shop to eDesk will allow you to see all of your messages, orders and order information in one place to help your support team stay on

We now support Amazon Belgium 🇧🇪

by Noor Saleh
New
Integrations
Following the launch of Poland, Sweden and Netherlands, Amazon has continued extending its localized European coverage with the launch of Amazon Belgium. The launch brings Amazon’s total number of European marketplaces to 10, and eDesk is

Create contact forms

by Noor Saleh
New
Improvement
You can create customised contact forms via our Live Chat widget as an alternative to Live Chat. To get started just create a widget and choose between it being a Live Chat or a Contact Form 👉 Here’s a more detailed guide from

Creating a tag directly from Mailbox 🔖

by Noor Saleh
Improvement
In addition to improving the presentation of tags within the Mailbox menu, you can now create a tag without needing to access the Settings page! Simply click on the New Ticket dropdown from the top right corner of your Mailbox, and select

Password protection for your Knowledge Base 🔐

by Noor Saleh
Improvement
Restrict access to your Knowledge Base library by enabling our new password page - a landing page that adds password protection to your library. The password can be shared with agents or customers who you want to allow to view your