You may want to assign tickets to your teammates if they’re better suited to solving the issue or if you’re overwhelmed. This help file…
eDesk's Round Robin feature automatically assigns tickets to your Support Agents, sharing the workload across the team and maximizing efficiency. Before…
In this webinar, our Customer Success Team will demonstrate how online sellers use Message Rules in eDesk.
You can resolve or close a ticket in eDesk when you're done dealing with the customer's query. Regularly resolving tickets will help you keep…
Watch this video and find out how easy it is to build a powerful collaborative workspace in eDesk!
You may want to mention your teammates in certain tickets in eDesk when you need a second opinion or if their help is required.
Message Rules in eDesk tell the inbox to automatically perform actions such as tagging and routing messages based on the conditions you decide.…
Using as many Message Rules as possible will ensure that your customer interactions will always be handled by the right team members. It will…
Rather than having customer messages spread across different inboxes and message centres without easy access to order information, eDesk Mailbox…
Tags are a great way to organize the Mailbox, giving your customer support process more structure. They allow you to categorize tickets for…
Help your support team respond to customer messages in just a few clicks - making responses fast, efficient, and hassle-free! Before you start Agent…
Service Level Agreements (SLAs) define the level of service a customer can expect from a seller or marketplace. One of the most important service…
Is your Mailbox filling up with lots of resolved tickets that take up space and are no longer relevant? This help file will show you how…
Support teams often opt for a centralized inbox to deal with customers because it's easy to set up and gathers communications into one place.…
Tickets have different statuses through their journey from new to resolved, each helping you to keep your mailbox organized. There are multiple…
