The bulk Reply option in eDesk will allow you to respond to multiple tickets in one go, allowing you to save time and be more efficient.
Merging tickets allows you to combine two related tickets together. This is helpful in keeping your Mailbox clean and ensuring there is no…
This help file highlights the difference between tickets that have been read (physically opened) and unread by an agent. Before you start You’ll…
Customer support is a balancing act between high customer expectations and your team’s limited resources. Customers want fast and accurate…
Tickets have different statuses through their journey from new to resolved, each helping you to keep your mailbox organized. There are multiple…
You may want to assign tickets to your teammates if they’re better suited to solving the issue or if you’re overwhelmed. This help file…
If you need someone else in your team to help you with a ticket, all you need to do is @mention them and the ticket will appear in the Mentioned…
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…
In this video, we will talk about the Mailbox View in eDesk, which gathers all your messages from all your connected channels into one consolidated…
Watch this video and find out how you and your Team can save time with eDesk through automation!
There are a number of ways to respond to messages in eDesk. You can decide to send manual responses, AI responses, pre-written templates, snippets,…
Is your Mailbox filling up with lots of resolved tickets that take up space and are no longer relevant? This help file will show you how…
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