In this video we show you how to set up a Company SLA based on your working hours, for your email and webstore channels.
Service Level Agreements (SLAs) define the level of service a customer can expect from a seller or marketplace. One of the most important service…
The snooze feature is made for situations where a ticket requires action but is currently on hold. A typical example of this is when you’re…
This help file is a practical and easy-to-use guide to common terms used in the e-commerce industry and that you might come across when using…
The Pre-Sales section separates sales opportunity queries (Pre-Sales) from regular queries. It houses product queries from customers who have…
Watch this video and find out how easy it is to build a powerful collaborative workspace in eDesk!
If you have your Business Hours set, the SLA timer will only count down during your set hours. This ensures your response performance metrics…
eDesk Home is a new page within your eDesk app that helps you to keep track of your mailbox and learn how to get the most from eDesk. Before…
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…
eDesk's powerful AI (Artificial Intelligence) allows you to accelerate your response time by providing one-click AI-powered responses that are…
eDesk's range of AI features are designed to help you deliver fast and exceptional customer support to your entire customer base. Our intelligent…
eDesk's new generation AI Translation enables your business to expand into new geographies without mastering or even knowing the language - allowing…
eDesk’s Auto-translation tool allows you to go global and support your customers in over 100 languages. This help file will explain how…
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…
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…
