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Product Updates

Stay up to date with the latest features, fixes, and enhancements to initdesk.

New Feature

Message translation

Understand customers in their native language directly within the ticket view.

What's New

  • One-click translation: Instantly translate individual messages without leaving the thread.
  • 5 Languages: Launching with support for English, Portuguese (Brazil), Spanish, French, and Italian.
  • Zero Friction: Eliminate the need to copy-paste text into external tools.
Note: This is the first version of our translation feature. We are actively working on adding more languages.
Message translation
New Feature

Waiting Customer tab

A new Waiting Customer tab makes it easy to track conversations that are waiting on a customer reply.

What's New

  • Instant visibility: See all tickets waiting on the customer in one place.
  • Ticket count: The tab shows the total number of waiting tickets.
  • Smarter follow-ups: Spot the right moment to nudge customers before conversations go stale.
Waiting Customer tab
New Feature

Installable app (PWA)

Install initdesk as an installable PWA (Progressive Web App) from Google Chrome in one click, then use it in a standalone app window (no browser tabs) for a faster, more focused support workflow.

How to install

  1. Open initdesk in Google Chrome
  2. Click the Open in app button in the address bar (or the browser menu)
  3. Confirm to add initdesk to your desktop
Install initdesk as a PWA
New Feature

Get notified on Slack

We've added a Slack integration to deliver ticket notifications directly to your workspace.

What's New

  • Real-time alerts: The initdesk bot notifies you immediately when new tickets arrive.
  • Channel mapping: Route specific inboxes to specific Slack channels.
  • Inbox control: Enable or disable notifications for specific inboxes.
Connect your workspace in Settings to get started!
Slack integration
Enhancement

Improve AI draft suggestions

We've enhanced our AI capabilities to provide smarter draft suggestions.

What's New

  • Ticket summarization: Each ticket gets summarized when arrives and when resolved, and is used to provide smarter draft suggestions.
  • Context-aware suggestions: AI now considers past tickets from the current customer.
  • Plugins: We've integrated plugin data, providing more context about your team and your customers.
Try it out in your next conversation!