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

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!

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