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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…

Customer Snippets

eDesk’s Customer Snippets let you insert customer or order information into a message with just a couple of clicks. This help file will…

Blocking feedback requests for products, orders and customers

eDesk allows you to block specific products, orders, and customers if you don't want them to receive a feedback request message. This help…

Responding to your customer

There are a number of ways to respond to messages in eDesk. You can decide to send manual responses, AI responses, pre-written templates, and…

Using Custom Fields in eDesk

Custom fields are a very powerful tool in eDesk, allowing you to link additional information to a customer query. In this help file, we'll…

Declaring the reason for contacting Amazon customers (beta)

Want to contact your Amazon customer? Amazon has strict rules for Buyer-Seller messaging, which stipulate that sellers may only send Permitted…

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…

How does eDesk’s Live Chat work for your customers and your team?

Customers love love love the instant results they get when you provide real-time support through Live Chat. eDesk’s Live Chat is simple to…

Product Demo: eDesk simplifies eCommerce Customer Support (video)

What differentiates eDesk from any other help desk is that it's built exclusively for eCommerce.   

Using Amazon's Custom Feedback Rules

Ensure you're compliant with Amazon's restrictions on Buyer-Seller messaging by using one of our Custom Feedback rules. This help file describes…

Webinar: Supercharge your customer service with the eDesk 3.0 (video)

eCommerce has accelerated massively over the last year. As shopping habits have been forced online, new habits have formed, and this trend shows…

Customizing the display in your eDesk Mailbox

Did you know that you can customize the information that's shown in your Mailbox, and also control the way information is displayed?  This…

eDesk Customer View: Get full insights into your customers

Want to build good relationships with your customers? Show them that you know them by checking eDesk's Customer View.  This view combined…

What are the best practices for providing super fast customer support?

Customer support is a balancing act between high customer expectations and your team’s limited resources. Customers want fast and accurate…

What are the best practices for creating a 5-star customer experience?

Nowadays, customers can shop from anywhere, at any time, making it harder than ever to get ahead of the competition! Remember that a single bad…

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