eDesk Updates

eDesk Updates

www.edesk.com

We've improved ticket loading times by 40%

by Darren Heaphy
Great news—we've improved our ticket loading speeds by 40%+! Following your feedback, we've invested heavily in our infrastructure and implemented advanced technologies to boost performance. This means faster ticket access for you,
Improvement

Organise and report on AI classifications

by Clodagh Callan
New
We have just added updating some of our tools to include AI classifications - Report extracts and Mailbox filters. This means you can now report on AI classifications using Report extracts. Generate a Ticket report which now contains the
Organise and report on AI classifications

Gathering customer satisfaction feedback

by Clodagh Callan
Improvement
Did you know you can request feedback on the service provided by your agents after a ticket has been marked as Resolved? This can be set up per channel and sends an email to the customer after their ticket has been resolved. Any feedback
Gathering customer satisfaction feedback

Easier to manage Report Extracts!

by Clodagh Callan
Improvement
We know the list of reports was difficult to manage as more reports were generated and old ones expired so we have added a new tab for expired reports. Within the expired tab, you can now delete individual ones or in bulk. Keep an eye
Easier to manage Report Extracts!

Take action based on fulfillment method

by Clodagh Callan
New
We have added a new option in the Rule conditions! The fulfilment condition allows you to select the method (specific to each marketplace) and take action such as assign a specific agent or add a tag. Rules have not changed, just add a new
Take action based on fulfillment method

eDesk Insights - the mobile app

by Clodagh Callan
New
We have been making some changes to our mobile app! We have cleaned up the interface and made it a lot easier to navigate. The Insights apps offers users a mobile version of the Insights section of the desktop app Users can see their
eDesk Insights - the mobile app

Your Support Sidekick: The AI Assistant!

by Evan De Vere Hunt
Meet your team's new best friend in ticket resolution. Our AI Assistant is on a mission to supercharge your support game by suggesting responses, recommending actions, and summarizing conversation histories. With this trusty sidekick by
Coming soon
AI

Empower Your Workflow: AI-Classification-Based Message Rules

by Evan De Vere Hunt
Exciting news for streamlined efficiency! Soon, you'll be able to create message rules based on AI classifications. Respond, assign, tag, and automate more tasks effortlessly. This feature is your ticket to a smoother workflow, allowing you
Coming soon
AI

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