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.
You can select the Sending mode for email channels to determine the From address of messages sent from eDesk. This help file will guide you…
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…
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…
This help file will walk you through adding complimentary information to your orders and tickets in eDesk. Before you start You’ll…
Tags are a great way to organize the Mailbox, giving your customer support process more structure. They allow you to categorize tickets for…
eBay cases can sometimes be sensitive, therefore we allow users in eDesk to restrict eBay case reponses. This help file will show you how…
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…
In this webinar, our Customer Success Team will demonstrate how online sellers use Message Rules in eDesk.
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…
