eDesk's Pre-sales tools help you turn prospective customers into buying customers, by streamlining your pre-sales enquiries and enabling your team to answer quickly to seal the deal.

Before you start

  • You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.

01 Let's talk about Pre-sales

Pre-sales refer to inquiries from potential customers, usually about product details, availability, shipping options, or other information they need to make a purchase decision.

Pre-sales messages are valuable sales opportunities, but they can become lost opportunities if not handled promptly. That’s where eDesk’s Pre-sales come in. It can help your team prioritize and respond to inquiries quickly, increasing conversions and driving revenue.

02 Pre-sales in eDesk

eDesk helps your team efficiently manage pre-sales enquiries and convert leads into paying customers through:

1) AI Classification of pre-sales enquiries
eDesk’s AI scans incoming tickets, identifies messages with buying intent, and classifies them as Pre-sales tickets for easy prioritization.
An AI Classification for an incoming messages as Pre-Sales.
2) The Pre-sales view
All tickets classified as Pre-sales are automatically listed in the Pre-sales view, ensuring your team can quickly respond to these enquiries. Learn how to use the Pre-sales view in the next section.
The Pre-Sales view.

03 Using the Pre-sales view

To access the Pre-sales view:

  1. Go to your eDesk Mailbox.
  2. Select Pre-sales in the left-hand menu.
    • If the option isn’t visible, it means there are currently no tickets classified as Pre-sales.
Pre-sales view in eDesk.

How It Works:

  • Ticket Placement:

    • Incoming Pre-sales tickets are automatically added to the Pre-sales view.
    • Unresolved Pre-sales tickets will also appear in the Waiting or To Do views.
    • Once resolved, tickets are removed from the Pre-sales view and moved to Resolved.
    • If a customer replies to a Pre-sales ticket, it remains in the Pre-sales view until an order is attached to the ticket or linked to the customer.

SLA Icons:

Each ticket in the Pre-sales view is flagged with one of the following SLA icons:

Flame (Hot Lead): The ticket is less than 2 hours old.

Cloud (Not-So-Hot Lead): The ticket is between 12 and 2 hours old.

Snowflake (Cold Lead): The ticket is older than 12 hours.

Ticket Details:

When you select a ticket in the Pre-sales view, you’ll see:

  • The product title and image (if available).
  • A link to the product on the marketplace.
  • The regular ticket layout and Reply Box for crafting responses.

Further Reading

To find out more about our Report Extracts, click here.
Learn how to use Tag Groups in eDesk here.