eDesk Updates

eDesk Updates

www.edesk.com

Track Agent Performance with Improved Insights!

by Maura C
Quickly view tickets resolved by each agent directly from your Insights dashboard. Track the number of tickets resolved and the replies needed before resolution. Navigate to Insights > Agents > Tickets handled and use the drop-down
Improvement

Enhanced Report Extracts: More control with ticket status filters

by Maura C
Our latest improvement enhances your Report extracts, offering more flexibility in the tickets you are reporting on with new filters. Now, you can filter by ticket status, so that you are only reporting on tickets of the status you
Improvement

Ava now supports markdown URL's

by Darren Heaphy
We are excited to announce that Ava now supports markdown URLs! Markdown is a lightweight markup language that makes it easy to format text and add links using a simple syntax. Here’s a quick guide on how to use markdown URL’s in the
Improvement

A small border improvement!

by Maura C
Sometimes the little things need a mention too! We’ve improved the borders on all avatars so now your smiling face will be surrounded by a nicer, smoother border next to your Reply box, your Chat Widget and in your Chatbot. So get
Improvement

Did you know you can now filter by AI classification!

by Maura C
You can now filter by AI classifications in the mailbox, enabling you to answer all tickets in that classification quickly - or in one go if you choose! You can also pin that AI classification to the sidebar for easy access in the future
Improvement
Announcement

Exciting news! You can now connect your TikTok Shop to eDesk.

by Maura C
TikTok Shop allows sellers to create personalized storefronts and efficiently manage inventory. The platform supports businesses of all sizes with tools for order management, secure checkout, post-sales support and brand marketing. By
New
Integrations

Content hub now supports sitemaps!

by Maura C
You can now enhance your Chatbot's Content Hub by adding a 'Sitemap External Web Page'. This feature automatically includes a list of all your web pages from the sitemap, eliminating the need to manually add each page individually. This not
New
Improvement

Ava supports **bold** text

by Darren Heaphy
We’ve improved the general formatting of Ava’s answers, including better separation of space between paragraphs and bullet points. Additionally Ava will now recognise titles, bold text or bold markdown (text with ** at beginning and end)
Improvement

Improved loading animation for Ava's responses

by Darren Heaphy
We’ve made an improvement to how Ava answers questions from your shoppers, specifically if the answer Ava gives is longer than the visible chat window the focus no longer jumps to the bottom (which had required the shopper to scroll back up
Improvement