A modern HelpDesk must adapt to real workflows—not the other way around. That's exactly why we are continuously developing the eSagu HelpDesk. We are currently focusing on several enhancements that have one thing in common: less friction, more automation, and better control ⚙️.
Below is an overview of the latest improvements and why they make a real difference in everyday life 👇.
🏪 Kaufland Global Marketplace messages directly in HelpDesk
Many marketplace messages still run via email forwarding today. This works, but it is cumbersome and can cause unnecessary hassle in everyday life.
That's why the next step is clear: Kaufland messages are now processed directly in HelpDesk.
Advantages:
- Less setup and fewer sources of error
- Messages arrive faster and more reliably
- Content is more clearly structured
- This is immediately noticeable, especially with higher message volumes
📭 Bye-bye email: eBay messages now land directly in the HelpDesk
The same applies to eBay: email is a useful workaround, but not the ideal integration method. That's why eBay communication now flows directly into the HelpDesk.
This results in:
- More reliable processing
- Better assignment to cases and customers
- More stable scaling with high message volumes
🏷️ Filter workflows by tags – more control, less complexity
Workflows are powerful, but they can quickly become confusing if they are too broad. Now workflows can also be filtered by tags.
This enables:
- Applying rules specifically to certain case types
- Same triggers, but different responses depending on the context
- Clear separation of, for example, returns, invoices, or marketplace cases
Result: even more granular automation
📎 Drag and drop attachments into a new message
Files that already exist in the case no longer need to be downloaded and uploaded again. Attachments can now be transferred directly to a new message using drag & drop.
This saves time ⏱️, reduces clicks 🖱️, and makes working in HelpDesk much smoother.
👀 Improved preview for attachments (e.g., PDFs)
Attachments are part of everyday support work. This makes it all the more important to be able to quickly grasp content without having to constantly download files.
That's why the preview for attachments has been further improved. Files such as PDFs can now be viewed clearly directly in HelpDesk. This saves time, speeds up processing, and makes working with documents much more pleasant, especially in the case of extensive or recurring cases.
✨ The HelpDesk should not create more work, but rather reduce it
These improvements make the HelpDesk noticeably smoother in everyday use: Marketplace communication is more direct, workflows are more targeted, and repetitive tasks are eliminated.
The goal remains a HelpDesk that remains clear, controllable, and efficient even as volumes grow.