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Replying in Bulk (video)

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.  

Bulk Edit Tickets

The bulk edit options in eDesk will allow you to perform an action on multiple tickets in one go, allowing you to save time and be more efficient. Before…

DMarc Compliance

You may have seen the following banner appear at the top of your account:

How to Read/Unread Tickets

This help file highlights the difference between tickets that have been read (physically opened) and unread by an agent.  Before you start   You’ll…

How to add Order Notes and Returns Info

This help file will walk you through adding complimentary information to your orders and tickets in eDesk. Before you start   You’ll…

Learn to save time with automation! (video)

Watch this video and find out how you and your Team can save time with eDesk through automation!  

Responding to your customer

There are a number of ways to respond to messages in eDesk. You can decide to send manual responses, AI responses, pre-written templates, and…

Spotlight on the Mailbox View (video)

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…

Declaring the reason for contacting Amazon customers (beta)

Want to contact your Amazon customer? Amazon has strict rules for Buyer-Seller messaging, which stipulate that sellers may only send Permitted…

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…

Deleting Tickets

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…

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…

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…

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…

Amazon Buyer Opt-Out

Amazon allows buyers to opt-out of receiving non-critical messages from sellers. This help file will give you all the information on how eDesk…

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