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AI Composer supports line breaks
by Darren Heaphy
Sometimes you might use AI Composer to rephrase a suggested response, or perhaps you’re copying and pasting from somewhere else. Now we’ve added support for line breaks so the AI composed response includes the breaks between paragraphs
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We've updated scheduled replies and send status
by Darren Heaphy
As part of the overall changes to the reply box we’ve also improved the options for scheduling when your reply is sent and whether, upon sending, to change the status of the ticket. With the scheduled reply option you can pick quick options
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We've improved the Reply Box
by Darren Heaphy
We’ve rolled out some improvements to the Reply box experience:
We removed the icons from Reply, Note etc (so it’s less busy)
We’ve tidied up the formatting, template, attachment and CC options
The reply box will now automatically expand
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eDesk Talk enhancement for a better user experience
by Noor Saleh
We're thrilled to announce that we have made significant improvements to eDesk Talk 📞!
With the recent update, we have migrated the dialer to the left-hand navigation bar in the product, ensuring greater stability and usability for
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Create new ticket without choosing an agent
by Darren Heaphy
When creating a ticket, it was assigned to the creator by default or they could select another user. We have added a None option so it does not have to be assigned and will follow the usual round robin assignment of a rule if there is one
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Improved ticket heatmap in Insights
by Noor Saleh
Tired of hovering over each cell to see the values of the cells? We got you!
We’ve added the option to show cell values on all of the cells without having to hover over them, making it MUCH easier to see your team’s performance at a
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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
