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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…

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…

Using Out-of-Office Templates in eDesk

Manage your customer's expectation by setting up eDesk to auto-respond to any messages that arrive when your offices are closed for a holiday. This…

Using Rule-Only Templates in eDesk

Create a Rule-Only Template take the pressure off your teams and let eDesk automatically handle the commonly-asked questions from your customers. This…

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…

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…

10 Message Rules you need to create in eDesk!

Message Rules in eDesk tell the inbox to automatically perform actions such as tagging and routing messages based on the conditions you decide.…

Using Auto-Reply Templates in eDesk

Auto-Replies are a type of auto-responder in which eDesk replies automatically to customer messages that arrive after your office has closed…

What are the best practices for providing super fast customer support?

Customer support is a balancing act between high customer expectations and your team’s limited resources. Customers want fast and accurate…

What are the best practices for creating a 5-star customer experience?

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…

Common uses of Message Rules

Use eDesk's Message Rules to automate ticket management, giving your team more time to deliver 5 star customer support.  This help file provides…

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