eDesk Updates

www.edesk.com

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Watch our AI Assist webinar on-demand!

by Maura Cunningham

Missed our webinar on how AI can transform customer support? Watch the recording to discover real-world strategies, success stories, and a live demo of AI Assist in action. Learn how to boost efficiency and streamline support with

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Live Dashboard now displays handled tickets!

by Maura Cunningham

We’ve enhanced the Live Dashboard with a new Handled tickets column, giving you real-time visibility into how many tickets each agent has handled. Track agent performance more effectively and gain deeper insights into your support

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Improved Chat overview

by Clodagh Callan, Product Manager

We’ve revamped the Chat overview and separated chatbot and agent information to give you clearer insights. Chatbot performance – Instantly see how many conversations were resolved by the chatbot and how many led to follow up

Improved Chat overview

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Webinar March 6th : Maximize AI with eDesk - A guide for Support teams

by Maura Cunningham

Join our upcoming webinar to discover how AI can transform your customer support operations! Learn how eDesk’s AI Assist helps teams deliver faster, more empathetic responses, reduce repetitive tasks, and maintain brand

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Streamlined TikTok Shop Order Adjustments

by Evan De Vere Hunt, Senior Product Manager

We’re excited to announce a new feature that lets you handle all TikTok Shop order adjustment actions—cancellations, refunds, returns, and replacements—directly in eDesk. No more hopping between multiple tools or windows! Why You’ll Love

Streamlined TikTok Shop Order Adjustments

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Enhanced Quick Reply

by Evan De Vere Hunt, Senior Product Manager

We’re excited to introduce a major update to Quick Reply, one of the AI-driven features in your AI Assist Pack. Quick Reply helps you respond to simple customer tickets directly from the inbox—no need to click into every single message.

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eDesk x ChannelEngine: Now Tracking Orders!

by Evan De Vere Hunt, Senior Product Manager

Good news for ChannelEngine users! eDesk now supports order tracking for ChannelEngine orders, giving you better visibility and more streamlined customer support. With this update, you can track shipments directly within eDesk, ensuring

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Ticket Sharing just got better!

by Maura Cunningham

You can now include Order numbers when sharing tickets with external collaborators. This enhancement provides more context for third parties, making issue resolution faster and more efficient. Shared tickets are secure, with customer

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Webinar - Master AI-Driven Support: Boost Productivity by 73%!

by Maura Cunningham

Discover how eDesk’s AI Assist can transform your support team’s efficiency. Some users have already boosted their ticket handling by 73%—equivalent to gaining an extra workday per agent every month! In this exclusive masterclass, you’ll

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