eDesk Updates

eDesk Updates

www.edesk.com

Extending classifications to all tickets

by Evan De Vere Hunt, Product Manager
We're taking our ticket classification to the next level. Soon, eDesk's AI won't just stop at tickets with orders – it's diving deep into every ticket, ensuring that it identifies the root cause for all your incoming queries. That means
AI
Coming soon

Slash customer support volume with eDesk's AI Chatbot

by Evan De Vere Hunt, Product Manager
Get ready for the biggest customer support upgrade you’ve ever seen. Our super-smart AI chatbot is here to lighten the load on your team and lend a hand, effortlessly solving your customer’s questions. It’s like having a new team member who
AI
Coming soon

eDesk AI is Upgrading to GPT-4!

by Evan De Vere Hunt, Product Manager
Get ready for a boost in intelligence! We're thrilled to announce that eDesk's AI is leveling up, making the move to Open AI's latest model, GPT-4. This upgrade means more power, smarter responses, and an even better support experience for
AI
Coming soon

Report on resolved tickets with Report Extracts

by Clodagh Callan
Improvement
We’ve added a new option when generating report Extracts. You can now generate a report based on Resolved tickets. So when selecting the date range, you can select whether to include tickets created between the dates or tickets resolved
Report on resolved tickets with Report Extracts

Improved password security 🔐

by Darren Heaphy
Recently we’ve added support for signing in with your Google or Microsoft credentials. For those logging into eDesk directly with your email address and password we’ve made two changes to improve your account security: Passwords
Improvement

View Instagram Stories Alongside Customer Messages

by Evan De Vere Hunt, Senior Product Manager
Improvement
Integrations
We're excited to announce a significant improvement our Instagram experience – now you can seamlessly view the Instagram story to which a customer has replied. In the past, while we displayed customer replies to stories as tickets in eDesk,
View Instagram Stories Alongside Customer Messages

Enhanced Mobile Chat Experience

by Clodagh Callan
Improvement
We have made the chat widget more responsive to the screen size on mobile and added the option to minimize the window. Paired with the adjustable chat widget icon size, your customers will have a much more pleasant experience using chat
Enhanced Mobile Chat Experience

Automatically tag tickets when a template is sent

by Clodagh Callan
We have added a new option in Template settings. You can now select a tag which will be assigned to the ticket when the template is used. This will help you easily find tickets which received an out of hours template for example!
Improvement

Amazon Fulfillment type on order panel

by Evan De Vere Hunt
New
Integrations
Improvement
We now display the Amazon Fulfillment type on the Order Panel in the ticket. So whether it’s MFN, MFN Prime, or FBA you’ll see it in the order panel.
Amazon Fulfillment type on order panel