This means you can now report on AI classifications using Report extracts. Generate a Ticket report which now contains the AI classification as a column.

You can also organise your Mailbox and work more efficiently by filtering the Mailbox based on classification. Just click the filter icon in the top nav and scroll down to AI classification. Create pinned filters so you can access them easily in future.

Rules have not changed, just add a new condition to existing rules or crate a new one and select Fulfilment from the conditions dropdown and select an option/s.

The Insights apps offers users a mobile version of the Insights section of the desktop app

Users can see their Orders, Tickets and Feedback on the go.

The app is available to all users and can be downloaded from the iOS or Android app store.

That’s why we added a dedicated “Negative Feedback” view in your mailbox, it’s a pre-filtered view of any negative feedback tickets from your connected eBay or Amazon stores. Those tickets will still appear in your mailbox as before, this new view means they’re less likely to be lost amongst any other support tickets you might have during these particularly busy periods. We hope you find it useful

• change quantities

• apply a global discount (percentage or fixed amount)

• add shipping

• charge taxes

Once you’ve made the duplicate order a note will appear in eDesk, and you’ll also see a record on the order page on Shopify.

P.S. The feature is only enabled for admins by default. To enable it for other teammates your admins will need to enable the Shopify duplicates permission in the user permissions screen.

You can now add Bol.com from our app store.

For a step-by-step guide on how to install and use bol.com, check out our latest support article.

eDesk's Tracking Code Mapping streamlines the way you manage ‘where’s my order’ queries in eDesk, offering a significant leap in efficiency for your customer support operations. By mapping tracking codes to carriers within eDesk, you can leverage the #tracking_code_link# snippet across templates, swiftly addressing "Where's my order?" questions.

With this enhancement, every "Where's my order?" becomes an opportunity to impress with speed and accuracy. The automatic update feature ensures future orders are linked correctly, making this a critical update for those looking to enhance productivity and customer satisfaction. The Tracking Code Mapping feature is more than just a convenience—it's a strategic advantage for eDesk users. I

What’s new?

eDesk AI already suggests templates to agents based on AI classification, and if Handsfree is enabled, it responds to selected queries automatically.

With this new update, it goes a step further by detecting the language of incoming messages. It then suggests quick and suggested replies (Agent Assist) or sends automatic replies (Handsfree enabled) using the correct language version of the template you've created, just like the example below:

To find out more about how to use this, please read our helpful article here.

We hope you enjoy using this update! If you have any questions or need assistance, please don't hesitate to reach out to our support team. ✨💜