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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…

Exploring the Ticket View

Let's take a closer look at the Ticket View, which contains all the information and tools you need to respond to your customers fast and deliver…

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…

Building a powerful collaborative workspace! (video)

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

Responding with Snippets (video)

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

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…

Intro to Message Rules (video)

eDesk's powerful Message Rules allow you to ensure your customer interactions will always be handled by the right team members. It will also…

Managing Users

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

Webinar: Message Rules (video)

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

Spotlight on the Ticket View (video)

In this video, we will talk about the Ticket View in eDesk, which helps agents supercharge their customer service replies.  

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…

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