16 Oct 2023: A reimagined Turn Helpdesk

Neelke Stadler Updated by Neelke Stadler

We’re launching an Alpha version of the reimagined Turn helpdesk; one where operators have a personal inbox.

The new Inbox becomes the foundation for something even more exciting we’re working hard on (and will be launching later this year): our new routing system! Routing will take care of distributing conversations between your team, allowing them to help people better. Additionally, we have other features coming on the Inbox, such as internal notes, the ability for your team to tag each other for help, and more.

Meanwhile, we’d love it if you could help us test this Alpha version & give us feedback.

The first version of the new Inbox is designed to

  • Make it clear to Operators what's been assigned to them, with a new “Your inbox” tab.
  • Make Operators more productive by reducing the amount of back and forth to navigate around collections.
  • Give everyone, especially managers, a birds-eye view of everything that’s happening, ensuring no one falls through the cracks.
  • Make it easy to stay focused on conversations by collapsing side bars and navigation.
  • Make it faster to act by introducing bulk actions.

This is just the start. Soon your team will also be able to:

  • Set themselves as Available or Away.
  • Experience the power of the routing engine that automatically and randomly distributes chats to all available operators, powering the “Your Inbox” section for everyone. Over time you can define your own set of rules on how chats should be distributed. 
  • Better ways to search and filter.
  • Add comments and notes to each other, to share context and help solve issues more holistically for people. 

If you are excited to get access to this, reach out to neelke@turn.io.

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