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Using Tags in eDesk

Tags are a great way to organize the Mailbox, giving your customer support process more structure.  Using the right Tag in your eDesk account…

The Smart Inbox (video)

The revolutionary new Smart Inbox leverages eDesk's rich order data to automatically group and prioritize all incoming tickets, so your team…

Sending emails via SMTP in eDesk

There are a variety of ways to set up a From email address in eDesk. If you want to use an email address that isn’t provided by eDesk, then…

Assigning tickets with Round Robin

eDesk's Round Robin feature automatically assigns tickets to your Support Agents, sharing the workload across the team and maximizing efficiency. Before…

Managing your team’s permissions using roles

All of your eDesk teammates have a user role associated with their account, giving them access to different tools in eDesk. It’s easy to…

Role permissions

All of your eDesk teammates have a user role associated with their account, giving them access to different tools in eDesk. It’s easy to…

Smart Inbox

One of the problems customers face as they begin to use eDesk is managing the large number of messages that can come in from various channels.  

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…

Installing a Live 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…

Favouriting tickets

Favouriting tickets is an easy way to keep important queries in one place so that you can access them quickly. This help file will show you…

Managing Users

eDesk will help you improve your team's collaboration by creating user accounts for each one of your employees. This help file will guide…

Search and Filters

When navigating through your eDesk account, the search and filters option will enable you to find exactly the tickets you're looking for. This…

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…

Chats 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…

Respond faster with Snippets

Use Snippets in your customer responses to deliver fast, personal and consistent customer care. This help file will guide you through creating…

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