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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…

Custom Fields

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…

Mailbox Dashboard

The Mailbox Dashboard will allow you to see ticket stats within eDesk so you can have a clear overview of how your team is performing. This…

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…

Search Filter Download

The Search Download feature allows you to download a list of tickets generated using the filter inside the Mailbox. The columns are defined by…

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…

Using the Pre-Sales feature to make more sales

The Pre-Sales section separates sales opportunity queries (Pre-Sales) from regular queries. It houses product queries from customers who have…

Channel Dashboard

The Channel Dashboard is a marketplace specific dashboard that shows useful information relevant to that marketplace. It currently supports Amazon,…

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…

Automating your Amazon Invoicing

Using eDesk, you can automatically generate invoices and credit notes for your customers using the Amazon VAT Calculation Service. These can…

Role permissions

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

Reduce spam and system messages in your Mailbox

Is your Mailbox filling up with unnecessary spam or system messages from your marketplaces? This help file will show you how to display only…

Making Feature Requests

Have you thought of a way that we can improve eDesk? Tell us about it! This help file will guide you through creating a new feature request and…

Setting up your Company Settings

Company Settings allow you to optimize eDesk to meet the needs of your company and users. This help file will guide you through configuring…

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