5 months ago
Introducing the real-time Live dashboard
by Maura C
The Live dashboard offers a real-time view of your eDesk account, helping you monitor performance metrics and customer interactions as they happen.
Track agent activity, ticket volumes, response times, chat, phone engagement and more5 months ago
Streamline reporting with Automated Report extracts
by Maura C
Automate your reporting process with eDesk's automated report extracts.
Set up scheduled reports to be generated automatically, including key data on ticket activity, performance metrics, and more.
Customize the reports to suit your5 months ago
Webinar - Maximize Black Friday Sales with TikTok Shop
by Maura C
With TikTok Shop emerging as a major force in eCommerce, now is the perfect time to tap into its explosive growth.
If you’re not yet selling on TikTok Shop, join our exclusive webinar on 23rd October, 2024 at 4 PM (BST) to get ahead of5 months ago
CSAT for Chatbot is now available!
by Maura C
Discover how well your Chatbot serves customers with the new CSAT feature in your Chat widget. Previously only available for live chats, CSAT now gathers customer feedback after Chatbot interactions too. Explore all ratings in your5 months ago
Introducing Smart Reply: Elevating Agent Efficiency with AI-Driven Responses
by Darren Heaphy
We’re thrilled to announce the official launch of Smart Reply, now available as part of our AI Assist feature set, following several months of successful beta testing through our Early Adopter Program.
Smart Reply empowers support agents
6 months ago
New Kaufland Austria integration
by Maura C
Kaufland, which is one of the most popular retail companies in the world, has now expanded into Poland!
Founded in Germany in 1984, it offers a wide range of household items like groceries, clothing, electronics and gardening supplies6 months ago
New User log report now available!
by Maura C
Our Report Extracts now include a 'User Log' report, allowing you to quickly generate detailed reports for all or individual users with just a few clicks.
We've retained the familiar column headings from the Enterprise reports, so7 months ago
Improved Custom Fields report
by Maura C
We've improved the Custom Fields report in Report Extracts.
Previously, all custom fields were included in the CSV download, but now you can filter for a specific field, and only that field will appear in your report.
This update7 months ago
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.