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Adding new users

Enable better team collaboration by creating user accounts for your team The account admin must create the first user Users with specific…

How Auto-Translation works

Speak to customers in their own language quickly and easily Please note auto translate is available on the Unlimited Plus pack only 01…

Magento V1 API integration

To get started, go to your account avatar, Settings → Channels → + Add Channel Select Webstore integration → Magento This guide outlines…

Mailbox Dashboard

View ticket stats within the Mailbox Dashboard of eDesk  Here you will find the definition of some available statistics  Overview Tickets

Creating signatures

There are three locations in eDesk where you can set your signature User signature: Each user has their own unique signature Company signature:…

ⓘ Magic Button

Respond to messages with one click directly from the Mailbox screen using suggested responses Please note, this option is available on eDesk…

Enterprise Reports

View and download account data with the Enterprise Reports suite System, Channel and User Reports You will find a selection of reports…

Deleting Users

The account admin is the only agent who can permanently delete a user account To get started, select your avatar and go to Settings →…

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…

Leave tickets open by default

Using the leave ticket open by default option in My Account Set the default status after replying on a ticket Please note each user will…

Moving from Helpdesk to eDesk - A Guide

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Assigning tickets in eDesk

You may want to assign tickets to your teammates if they’re better suited to solving the issue or if you’re overwhelmed. How to assign…

Moving from Reply Manager to eDesk

If you have moved to eDesk from ReplyManager, you now have access to a lot more marketplaces and features that ReplyManager did not support.  Co

Managing your team’s permissions using roles

Create, manage, and assign roles to help give your team access to the tools they need and to keep your workspace secure.  All of your eDesk…

Creating new custom roles to manage user permissions

Create custom roles to give your teammates customized access to the tools they need.

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