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Setting up your Company details

The company details section allows you to customize and optimize eDesk to meet the needs of your company and users. This help file will guide…

Using Templates to save time

Create ready-to-go templates to help your teams deliver expert customer support in record time! eDesk can also auto-respond to customer messages…

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…

Using Auto-translation in eDesk

Grow your business and support international markets in any language with eDesk’s Auto-translation feature. This help file will explain…

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…

Tickets Insights

The Insights section in eDesk allows you to consult stats and data so you can have a better understanding of how your team, products, and entire…

Connecting eBay with eDesk

Connecting your eBay channel settings will allow your orders, messages, delivery times, returns and refund details to flow into 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.  

Enterprise Reports

Enterprise reports in eDesk will allow you to view and download various types of account data. This very powerful reporting interface helps you…

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…

Troubleshooting: Why is my reply not sending in eDesk?

This help file will guide you through what actions to take if your replies are not sending in eDesk. Before you start    You need…

I've been added to an eDesk account. What do I do next?

Your business has chosen eDesk for their eCommerce Helpdesk, and an Admin user within your business has sent you an email that invites you…

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 Auto-Reply Templates in eDesk

Auto-Replies are a type of auto-responder in which eDesk replies automatically to customer messages that arrive after your office has closed…

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…

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