eDesk in September: Everything That's New
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September was a big one for eDesk. Peak season prep, a smarter AI Agent, new marketplaces, and a brand new integration all landed in the last few weeks.
Here's everything you might have missed.
AI Agent is now ready for peak season
AI Agent just got a refresh in time for your busiest months. Set it up in minutes with your approved procedures, and it'll resolve tickets accurately, start to finish, no hand-holding required.
Want a hand getting it configured before peak season hits? Our AI specialist team will walk you through it. Book your setup session here.
… and it just got even smarter
We didn't stop there.
AI Agent picked up a handful of upgrades this month:
AI disclosure: eDesk can now let customers know when they're chatting with AI
Webhooks for outcomes: when AI Agent wraps up a procedure, eDesk can ping a URL of your choice with the ticket ID, procedure name, and result
Smart notes & messages: AI Agent can now write internal notes and external messages, not just customer replies
Multishipment order support: AI Agent Procedures now tells single-parcel and multi-parcel orders apart, so delivery answers are spot on
Cancel Amazon orders without leaving eDesk
No more jumping over to Seller Central. You can now cancel Amazon orders straight from the ticket view in eDesk.
Coming soon: processing Amazon refunds the same way, right from the ticket and order screens so your team can close out the whole order without switching tabs or logging into Seller Central.
A whole lot of new marketplaces
More channels, more sales, one inbox. eDesk now supports:
TikTok Shop (Austria, Belgium, Netherlands, Poland)
Staples
Lowe's
Bauhaus
Argos
Autodoc
OBI
Zooplus
New integration: Trustpilot
Your Trustpilot reviews now flow straight into your eDesk mailbox. Respond to feedback, report inappropriate reviews, and use eDesk AI to craft on-brand replies, all without leaving the platform. One less tab open, one more way to protect your reputation.
LinkedIn Live: AI Agent in Practice
Earlier this month we sat down with Stuart Haines, Managing Director at Trade Chem, to talk about how his team uses AI Agent to scale customer support without piling on headcount. We dug into how they built out their procedures, what they'd do differently, and the results they're seeing heading into a busy season.
If you missed it or just want to relive it, you can catch the full conversation here: watch the replay.
That's a wrap on a packed September. A smarter AI Agent, new marketplaces, and reviews landing straight in your mailbox, it's been a month of real momentum.
There's plenty more in the works, and we can't wait to show you. Thanks for building your business with eDesk, we'll keep showing up and improving so we can be right there with you as you grow.
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