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AI Classifications

AI Classifications enhance your support experience by automatically categorizing customer queries, enabling personalized and accurate responses. This…

Glossary of Industry Terms

This help file is a practical and easy-to-use guide to common terms used in the e-commerce industry and that you might come across when using…

The Smart Inbox (video)

The revolutionary new Smart Inbox leverages eDesk's rich order data to automatically group and prioritize all incoming tickets, so your team…

Spotlight on the Smart Inbox (video)

In this video, we will talk about the Smart Inbox in eDesk, which gathers tickets into out-of-the-box intelligent categories.   

AI powered summaries

Summaries are the ultimate solution for effortlessly understanding your customer's incoming queries. They take the burden off your shoulders…

Snoozing tickets

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…

Subscription Plans

Whether you’re a small start-up or a large corporation, eDesk offers flexible plans tailored to your business needs, helping you scale and…

Getting started with eDesk's AI

eDesk offers two AI solutions to enhance your customer support: AI Assist, which works in your Mailbox, and AI Automation, which operates via…

Setting up Agent Assist

Help your support team respond to customer messages in just a few clicks - making responses fast, efficient, and hassle-free! Before you start Agent…

What are the best practices for keeping your mailbox organized?

Support teams often opt for a centralized inbox to deal with customers because it's easy to set up and gathers communications into one place.…

Role permissions

All of your eDesk teammates have a user role associated with their account, giving them access to different tools in eDesk. It’s easy to…

eBay Return Cases

Buyers can perform a lot of different actions whenever they placed an order on eBay: start a return or refund request, cancel their order, etc... Whenever…

AI Assist features

AI Assist is a suite of tools in the Mailbox designed to help agents respond faster and more accurately with the help of AI.  The 7 features…

eDesk Mailbox tour

Welcome to eDesk, the future of eCommerce Customer Support! The eDesk Mailbox is where you'll view, organize, and respond to messages that arrive…

AI Automation

AI Automation allows you to resolve tickets automatically with zero human interaction. There are 2 ways this can be done in eDesk:   via…

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