General updates

Pact. Outgoing messages sent from outside Usedesk

Previously, you couldn't see outgoing messages that agents send directly in messengers and social networks in Usedesk. This applies to the channels we connect to you through the Pact service: WhatsApp, WhatsApp Business, a personal Telegram account and a personal VKontakte account.

In other words, an agent could write to a client not through Usedesk itself, but directly from a personal Telegram number linked to Usedesk. The client would reply, and his message would appear in Usedesk. However, the agent's message would not be uploaded to Usedesk. This was very inconvenient as you couldn't see the full dialog in Usedesk.

We have solved this issue – such outgoing messages are now displayed in Usedesk. They are shown as sent on behalf of the bot.

If the agent writes to the client first outside of Usedesk, a new ticket will be created.

By default, the display of outgoing messages sent outside of Usedesk is disabled. If you want to enable this feature, write to us at support@usedesk.com.

Note: If you are using your own Pact account, the feature cannot be enabled yet.

New integration: Asodesk

Now we are working with Asodesk service – it will allow support to work with reviews of your apps from App Store and Google Play in Usedesk.

Asodesk helps ASO specialists, marketers, developers, product managers and support professionals to develop their mobile apps and games on the App Store and Google Play.

Asodesk allows you to:

  • Increase your app's visibility and the number of installs in the App Store and Google Play;
  • Handle user reviews on the App Store and Google Play faster and more efficiently;
  • Analyze results of search engine optimization and app promotion, evaluate install conversion rates through different sources;
  • Analyze competitors and find the best ideas for your apps;
  • Save time on creating, publishing and updating metadata;
  • Research popular keywords and top charts on the App Store and Google Play;
  • Track app positions by keywords and in top charts;
  • Push the app to the top by getting incentivized installs from real users.

Read more about this integration in our new article.

Mobile Application

iOS app update

Updates in the new iOS version:

  • It is now possible to add tags to tickets;
  • Client profile pictures are now displayed in the chat;
  • Tickets can be filtered by custom fields;
  • You can create tickets in WhatsApp and Telegram Personal channels.