Herodesk App is now available

This update brings three new things to Herodesk: 1) Block contact You can now block a contact in Herodesk. If you do so, all future messages from this contact will automatically be marked as SPAM. If a contact is blocked by mistake, you can always unblock him. 2) A new Junk folder We’ve added a new smart folder named Junk to all Herodesk accounts. It contains all messages that are marked as Spam. You can disable it in your smart folder settings if you don't want it. 3) Added conversation status to rules With this update, you can create Rules and Smart folders that filters based on the status of a conversation. We’ve also added a new Rule to all Herodesk accounts that automatically block a contact if you mark one of his conversations as spam. This rule is disabled by default but can be enabled in the Rules settings. Putting all this together, it’s now possible ensure that when you mark one conversation from a contact as spam, all future messages from that contact will also be marked as spam. And you can see all these conversations in the new Junk folder. In the future, we’ll add functionality to detect spam automatically, so you won’t have to worry about it.

Read full post

Anders Eiler

May 7, 2024

Today, we are introducing Rules: A new power feature that will let you customize how Herodesk works to fit your business needs better. Imagine this: When a conversation has been open (waiting for the customer) for more than 72 hours, close it automatically. When a new conversation is created, if its subject contains the words “automatic reply” or “out of office”, delete it. In other words, by creating rules, you can modify and automate the handling of a series of events in Herodesk. This becomes truly powerful when combined with contact custom fields, tags and smart folders. For example: When a message is received in a conversation, if it is inbound (sent by the customer) and contains the word “return”, add the tag “Return” to the conversation. If you also have a smart folder that contains all conversations tagged with “Return,” all conversations containing that word will now automatically be added to that smart folder! Or … When a new conversation is created, if the contact has more than 10.000 Instagram followers, add a “VIP”-tag to the contact. Given that you have a smart folder that contains all conversations from contacts tagged with “VIP,” you know you should prioritize these conversations. There are hundreds, if not thousands, of ways to build Rules. A Rule’s structure is always like this: WHEN - [something happens] THEN - [add one/more conditions or events] Rules can trigger when a conversation is created, updated or has been open or pending for more than X time, when a message is added to a conversation or when a contact is created or updated. Then, there are many variables upon which you can build your conditions, including message content and contact custom fields. You can have as many And-If conditions as you need to ensure your rule only applies when you want it to. And finally, you can apply one of the current 13 pre-defined events, such as: Change status or assignee on a conversationAdd/remove tags from conversations or contactsAdd an internal note to the conversationSend a message to the customerStart new conversationDelete conversation In the future, we’ll add more conditions and events, such as e-commerce metrics (if the customer has purchased for more than X within the last Y months) and AI (if the customer sounds super angry, tag them with X). The possibilities are endless, and we’d also love to hear your ideas and suggestions about what conditions and events would make sense to you. The new Rules update is available to all Herodesk Plus customers now.

Read full post

Anders Eiler

May 2, 2024

When we launched Herodesk six months ago, we intended to be available internationally from day one. We want to offer our products to customers across countries, time zones, and languages, so it felt natural to launch it in English. However, it seems that we’ve underestimated the importance of localising our product to the markets, languages, and customers we want to attract. That’s why we’re excited to announce that Herodesk is now available in both English and Danish! ?? Every user can decide for themselves which language to use in Herodesk. To change the language: Click on your profile picture in the upper right cornerChoose “Profile”Select your preferred language in the dropdown We’ll be sure to add more languages in the future as we start serving customers from more countries.

Read full post

Anders Eiler

Apr 5, 2024