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Assigning Tickets (video)

You may want to assign tickets to your teammates in eDesk if they’re better suited to solving the issue or if you’re overwhelmed for example.  

Assigning tickets with Round Robin

eDesk's Round Robin feature automatically assigns tickets to your Support Agents, sharing the workload across the team and maximizing efficiency. Before…

Assigning tickets in eDesk

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…

Connecting Etsy with eDesk

Etsy is a global online marketplace, where people come together to make, sell, buy and collect unique items.  By connecting your Etsy account…

Configuring your eDesk Mailbox

The eDesk Mailbox is highly configurable and it's super easy to set it up to suit your requirement.  This help file will guide you through…

Managing your team’s permissions using roles

All of your eDesk teammates have a user role associated with their account, giving them access to different tools in eDesk. It’s easy to…

Creating new custom roles to manage user permissions

All of your eDesk teammates have a user role associated with their account, giving them access to different tools in eDesk. It’s easy to…

Using Aircall in eDesk

Aircall is a cloud-based phone system built to support customer service and sales teams. It allows you to manage your inbound and outbound calls,…

Adding Notes on Aircall

Aircall is a cloud-based phone system built to support customer service and sales teams. It allows you to manage your inbound and outbound calls,…

Role permissions

All of your eDesk teammates have a user role associated with their account, giving them access to different tools in eDesk. It’s easy to…

Building a powerful collaborative workspace! (video)

Watch this video and find out how easy it is to build a powerful collaborative workspace in eDesk!

Smart Inbox

One of the problems customers face as they begin to use eDesk is managing the large number of messages that can come in from various channels.  

Responding with Snippets (video)

We encourage you to use snippets in your replies to customers to save time whilst sending professional and thorough responses!  

Reduce spam and system messages in your Mailbox

Is your Mailbox filling up with unnecessary spam or system messages from your marketplaces? This help file will show you how to display only…

Using Message Rules in eDesk

Using as many Message Rules as possible will ensure that your customer interactions will always be handled by the right team members. It will…

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