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Sentiment is now displayed as emojis!
by Noor Saleh
Sentiment in the mailbox list and in the ticket view is now displayed as emojis so you can quickly identify how your customers are feeling through their message tone.
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We've improved Mailbox Filtering
by Darren Heaphy
We’ve made a suite of usability improvements to your mailbox filters, it’s easier to quick-select a filter from the dropdown menu, we’ve tidied up the icons and made it easier to edit, save, unpin or delete your saved public (team-wide) or
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Identify spam tickets easily when searching for them in Mailbox 🚫
by Noor Saleh
When searching in the Mailbox, tickets of all statuses are returned, but spam was not easily identified.
We’ve now improved the visibility of tickets that were marked as spam in Mailbox so you can easily view them from your mailbox
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We've improved the AI-powered ticket summary
by Darren Heaphy
If you have eDesk AI active on your account you’ll know that at any point within a ticket you can generate an AI-powered summary. We’ve changed the behaviour of this capability, now you’ll receive the AI-powered summary in a modal window
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eDesk AI just got smarter!
by Darren Heaphy
Great news. Our AI Assist and HandsFree classifications just got better. We’re adding over 15 new classifications. More classifications results in faster, smarter, better replies
By leveraging a broader set of classifications, we cantimestamp1684330320000
Edit customer name in Customer View
by Noor Saleh
We’ve added the option where you can edit the customer’s name is Customer View in 1 quick step so you can identify the customer in your dashboard more accurately or even customize it.
Step by step guide:
Go to Customer View from the left
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Improved filter modal for effortless data sorting in mailbox
by Noor Saleh
We've made some improvements to the filter modal to help you save time by quickly sorting and finding the data you need.
We've enhanced the quick filter icons/layout, moved the create filter button, and tidied up the saved filter options
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We've improved the way you collaborate using external messages
by Noor Saleh
We’ve improved some functionalities of external messages in eDesk so that you can collaborate more efficiently.
You can now add CC and BCC in the reply box to collaborate with others in your message. eDesk will also remember the email
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New filters and note-taking improvements in Customer View
by Noor Saleh
We're delighted to share an improvement update to eDesk's Customer View where you can now filter customers by channel they come from, their details, whether they have placed an order or whether they have created tickets, and
