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Custom Fields

With custom fields, you can link additional information to a customer query 01 Creating a Custom Field Select your avatar in the top…

Installing eDesk Chat and Contact forms on your website

Engage your website visitors with a smooth live chat experience using the eDesk Chat add-on, and create contact forms that allow them to get…

How eDesk’s Chat works for your customers and your team

Help your Support Agents deliver an even better customer experience with eDesk’s Chat add-on.

Search and Filters

Find tickets using search and filters These options can be found in the top nav 01 Search Here you can type in any keywords related to…

Snippets

Snippets help you provide faster and more personal responses You can create your own custom Snippets, which serve as mini-templates to help…

Enterprise Reports

View and download account data with the Enterprise Reports suite System, Channel and User Reports You will find a selection of reports…

Helpdesk → eDesk Video

eDesk mailbox tour

Welcome to eDesk, the future of eCommerce customer support. This is a quick guide to new eDesk customers familiarise themselves with the…

Setting Service Level Agreement (SLA) Targets

Service Level Agreements (SLAs) define the level of service a customer can expect from a seller or marketplace. One of the most important service…

Amazon Buyer Opt-Out

Amazon allows buyers to opt-out of receiving non-critical messages from sellers. This guide will provide information on how eDesk handles these…

How the eDesk Knowledge Base works

What is the Knowledge Base? The Knowledge Base allows you to publish a library of reliable help articles to your website that enables your…

Managing your team’s permissions using roles

Create, manage, and assign roles to help give your team access to the tools they need and to keep your workspace secure.  All of your eDesk…

Creating new custom roles to manage user permissions

Create custom roles to give your teammates customized access to the tools they need.

Role permissions

Find out what each role permission enables in eDesk so that you can give your teammates the right permissions for their jobs. 

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