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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…

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 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…

Intro to Snippets (video)

 Adding eDesk's snippets to your customer replies allows you to deliver fast, personal and consistent customer care!

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.  

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…

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…

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