eDesk Updates

www.edesk.com

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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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Pre-sales now powered by AI!

by Maura Cunningham

We’re excited to announce that our Pre-sales feature, now includes support for webstores and is powered by eDesk AI! This means you can engage with potential customers across even more platforms, providing timely answers to their queries

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Take Control of Your Gmail Read Status from eDesk!

Seamlessly sync your Gmail read statuses with eDesk. Did you know, when you connect your Gmail to eDesk via the Google App, you can choose when to mark your messages as read in Gmail? Choose between marking them read when 'Pulled into

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Updated Chat Insights with Enhanced Chatbot Details!

Our latest update to Chat Insights now offers deeper analysis of your Chatbot usage. Instantly see how many chats were fully handled by Ava, how many were managed (or missed) by agents, and how many tickets were created from live chats

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CDiscount tracking now available!

We can now pull in tracking information for all your CDiscount orders, making it easier to respond to customers. Use #tracking_code or #tracking_code_link snippets in your templates or directly in replies to quickly populate CDiscount

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Enhanced chatbot Q&A report for deeper insights!

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.

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Improved Snooze Ticket Functionality!

We've improved our snooze tickets feature! We now have a more user-friendly calendar, making it easier to navigate between months. Plus, the current date is now the earliest you can select for snoozing a ticket, reducing the chance of

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Enhanced Chat Prompts for Better Engagement!

Our latest improvement ensures that Chat Prompts on your website will now display when a Chatbot is enabled, regardless of agent availability. This gives your customers more chances to interact with the Chatbot, increasing the likelihood