Discover the brand-new Aircall integration, download your Instagram DMs into eDesk and check out the many UI improvements we made!

In our most recent eDesk update, we released a major new integration: Aircall! We also made it possible for you to import not only comments but DMs on Instagram. Last but not least, we released a number of small UI improvements, making it easier than ever to use eDesk!

1. The Aircall integration

Brand-new to eDesk this August, we released a direct integration with Aircall to allow your agents to initiate calls via tickets. 

Erica O’Shaughnessy, Product Growth Lead at eDesk revealed that “By adding the ability to accept calls in eDesk through Aircall, agents will become more efficient as they will no longer need to switch between systems when responding to queries leading to a seamless interaction with customers.” 

Here’s a sneak peek of the brand-new Aircall integration available in your eDesk account:

Features of the Aircall integration in eDesk

  • All voice interactions are auditable and logged into eDesk.

  • eDesk offers the possibility to accept, reject, transfer and make calls directly from your account.

  • An agent can add a voice recording to an existing ticket and create a ticket from a voice call.

  • A brand-new Voice Interactions Dashboard will show your usage and activity.

To learn more about the brand-new Aircall integration in eDesk, click here.

2. Instagram DMs and story mentions

Previously, it was only possible to import Instagram comments within eDesk. We’re delighted to announce that eDesk will now also import DMs and story mentions directly from Instagram!

If you already use the Instagram integration, you don’t need to set anything up, eDesk will do it automatically! 

Features of importing DMs and story mentions in eDesk

  • Now that DMs are imported, you don’t miss out on potential sale opportunities!

  • You no longer have to dig through multiple inboxes to get your messages.

  • You get higher engagement from your audience as you know exactly what’s going on and you can react fast to any query.


To learn more about connecting Instagram with eDesk, click here.

3. New UI improvements

  • Bulk actions revamp
Many eDesk customers use bulk actions within their accounts! Because we understand how popular this option is, we decided to improve it.

We made sure all the actions described in the scroll down menu are named properly and we designed a brand-new UI for them, making everything nicer to the eye.

After selecting tickets in eDesk, you will be able to click on the ellipsis at the top to display all the bulk actions available:

To learn more about bulk actions in eDesk, click here.

Got an idea?

As always, I’m very proud to showcase our team’s amazing work in this monthly product update! At eDesk, we work very hard to continuously release improvements and powerful features to help you deliver 5-star customer service! 

We really hope you’ll enjoy all the new features! If you have suggestions for future releases, send them here. Any feedback or questions? Feel free to reach out to us directly!