eDesk Updates

Manage Instagram Replies Seamlessly with eDesk!

by Maura C
Did you know eDesk can now pull in Instagram's replies to comments? Each reply opens a new ticket within eDesk while linking to the original comment for easier management. Enhance your social media support with this streamlined solution
Improvement

Enhanced Chatbot Handling for Unknown Emails!

by Maura C
We've improved our Chatbot! Now, if a customer triggers a ‘Select Order’ node but their email doesn't exist in eDesk, they're directed down the 'Order not selected' branch, allowing them to be passed to an agent or receive other messages
Improvement

Simplify Chatbot Creation with Our New Template!

by Maura C
Creating a chatbot is now easier than ever with our new template! It includes 4 pre-built flows, featuring an AI flow, ensuring a comprehensive chatbot experience for your customers. Set up your chatbot in just a few clicks, freeing up
New
Improvement

New and improved dark mode for chatbot!

by Maura C
Improvement
Great news for dark mode fans! We've enhanced our chatbot's dark mode for better visibility and comfort. Enjoy creating your flows without straining your eyes, thanks to improved contrast and clarity. Experience a smoother, more

Introducing bulk refresh for your Content Hub!

by Maura C
Keeping your Chatbot current is now easier than ever! Previously, if you made a number of changes to your website, you had to manually refresh each page in your Content Hub to update those changes. With our new bulk refresh feature,
Improvement

Track Agent Performance with Improved Insights!

by Maura C
Quickly view tickets resolved by each agent directly from your Insights dashboard. Track the number of tickets resolved and the replies needed before resolution. Navigate to Insights > Agents > Tickets handled and use the drop-down
Improvement

Enhanced Report Extracts: More control with ticket status filters

by Maura C
Our latest improvement enhances your Report extracts, offering more flexibility in the tickets you are reporting on with new filters. Now, you can filter by ticket status, so that you are only reporting on tickets of the status you
Improvement

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

Ava now supports markdown URL's

by Darren Heaphy
We are excited to announce that Ava now supports markdown URLs! Markdown is a lightweight markup language that makes it easy to format text and add links using a simple syntax. Here’s a quick guide on how to use markdown URL’s in the
Improvement