eDesk Updates

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 eDesk
New

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 yet
New

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 tickets
New

We've updated scheduled replies and send status

by Darren Heaphy
Improvement
As part of the overall changes to the reply box we’ve also improved the options for scheduling when your reply is sent and whether, upon sending, to change the status of the ticket. With the scheduled reply option you can pick quick options

We've improved the Reply Box

by Darren Heaphy
Improvement
We’ve rolled out some improvements to the Reply box experience: We removed the icons from Reply, Note etc (so it’s less busy) We’ve tidied up the formatting, template, attachment and CC options The reply box will now automatically expand

eDesk Talk enhancement for a better user experience

by Noor Saleh
Improvement
We're thrilled to announce that we have made significant improvements to eDesk Talk 📞! With the recent update, we have migrated the dialer to the left-hand navigation bar in the product, ensuring greater stability and usability for

"Last message created at" added to Mailbox Filters

by Darren Heaphy
New
Based on your feedback we added a “Last message created at” filter option so you can filter by tickets within this range

eDesk API "List Tickets" has filtering options

by Darren Heaphy
New
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

Create new ticket without choosing an agent

by Darren Heaphy
Improvement
When creating a ticket, it was assigned to the creator by default or they could select another user. We have added a None option so it does not have to be assigned and will follow the usual round robin assignment of a rule if there is one