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Adding new users

Enable better team collaboration by creating user accounts for your team The account admin must create the first user Users with specific…

Templates

Templates in eDesk allow you to create prewritten responses  These can be automated using certain conditions, time and date settings or AI To…

Message Rules

Keep your inbox tidy and create smooth workflows by using simple rules 01 Getting to Messaging Rules Select your avatar in the right-hand…

How Auto-Translation works

Speak to customers in their own language quickly and easily Please note auto translate is available on the Unlimited Plus pack only 01…

✚ Out of Office

This option allows you to set an out of office for a specific date range For example, send the template in response to every incoming message…

✚ Automating Templates

eDesk allows you to automate your templates using Auto replies based on day and time restrictions and also using Rule conditions 01 Directions Select…

Responding to your customer from eDesk

There are a number of ways to respond to messages in eDesk  These can be manual responses, AI responses, pre-written templates and snippets,…

Using Customer Satisfaction Survey (CSAT)

Set up CSat to request feedback from customers after their support ticket has been resolved Once a ticket has been resolved by an agent, a message…

Moving from Helpdesk to eDesk - A Guide

Contents Mailbox Left Hand Nav

The 5 step guide to setting up your eDesk Mailbox

Instead of having customer communication all over the place - customer messages scattered across separate inboxes and message centers, without…

Moving from Reply Manager to eDesk

If you have moved to eDesk from ReplyManager, you now have access to a lot more marketplaces and features that ReplyManager did not support.  Co

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