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Requesting Google Reviews

The Google Reviews integration allows you to request Google reviews based on the orders you received from your marketplaces and webstores.  This…

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…

How does the Live Chat work for your customers and your team?

The Live Chat available with the eDesk Chat Add-On will help your Support Agents deliver an even better customer experience. This help file…

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…

Connecting Aircall with eDesk

Aircall is a cloud-based phone system built to support customer service and sales teams. It allows you to manage your inbound and outbound calls,…

Common uses of Rule-Only Templates

Check out these example uses for Rule-Only templates, and adapt them to your business needs. This help file will guide you through how to…

Auto-responding during busy times

Create a rule-only template to send acknowledgements to your customers when your Support Agents are under pressure. This help file will guide…

The eDesk Smart Tools

Smart Tools are eDesk’s most powerful features. They enable you to create smart workflows, route tickets and automatically reply to repetitive…

Auto-responding to messages containing keywords

Create a Rule-Only template to auto-respond to messages based on their content. How useful!  This help file will guide you through how to…

Auto-responding to common queries

Create a Rule-Only template to take care of those commonly-asked questions from your customers This help file will guide you through how to…

Merging Tickets

Merging tickets allows you to combine two related tickets together. This is helpful in keeping your Mailbox clean and ensuring there is no…

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…

eDesk Mailbox Tour

Welcome to eDesk, the future of eCommerce Customer Support!  

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…

The 5 step guide to setting up your eDesk Mailbox

Instead of having customer communication all over the place - customer messages scattered across separate inboxes and message centers, without…

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