We're here to help

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 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…

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…

Webinar: Message Rules (video)

In this webinar, our Customer Success Team will demonstrate how online sellers use Message Rules in eDesk.  

Resolving Tickets (video)

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…

Building a powerful collaborative workspace! (video)

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

Mentioning Agents (video)

You may want to mention your teammates in certain tickets in eDesk when you need a second opinion or if their help is required.  

Product Demo: eDesk (video)

eDesk is the only customer support help desk built exclusively for eCommerce. It makes it super easy for customers to get in touch across all…

Inviting Users (video)

eDesk will help you improve your team's collaboration by creating user accounts for each one of your employees.  

10 Message Rules you need to create in eDesk!

Message Rules in eDesk tell the inbox to automatically perform actions such as tagging and routing messages based on the conditions you decide.…

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…

eDesk Mailbox Tour

Welcome to eDesk, the future of eCommerce Customer Support!   This help file will guide new eDesk users through the Mailbox and help them…

Adding Tags 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,…

The 5 step guide to setting up your eDesk Mailbox

Rather than having customer messages spread across different inboxes and message centres without easy access to order information, eDesk Mailbox…

Using Tags in eDesk

Tags are a great way to organize the Mailbox, giving your customer support process more structure. They allow you to categorize tickets for…

Amazon Marketplace Developer Council ebay compatible application Walmart Shopify Partner Magento Technology Partner Google Partner Facebook