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How to set up a Company SLA

In this video we show you how to set up a Company SLA based on your working hours, for your email and webstore channels.   

Setting Service Level Agreement (SLA) Targets

Service Level Agreements (SLAs) define the level of service a customer can expect from a seller or marketplace. One of the most important service…

Auto-Reply Templates: Set Customer Expectations & Protect SLAs

Auto-replies are automated responses that are sent when your team is unavailable - perfect for evenings, weekends or high-volume periods. Many…

AI powered summaries

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

Setting up your Business Hours in eDesk

If you have your Business Hours set, the SLA timer will only count down during your set hours. This ensures your response performance metrics…

Connecting your Support Email with eDesk

A Support email address is the main point of contact for any customer purchasing from you.  Connecting your Support Email will allow all…

The Company Settings in eDesk

Company Settings allow you to optimize eDesk to meet the needs of your company and users. This help file will guide you through all the Company…

Setting up your Company details

The company details section allows you to customize and optimize eDesk to meet the needs of your company and users. This help file will guide…

Tickets Insights

The Insights section in eDesk allows you to consult stats and data so you can have a better understanding of how your team, products, and entire…

Mark Waiting tickets as Resolved after a certain amount of time 

We understand that each person works differently therefore we made it very easy to customize settings in eDesk.  In this help file, we’ll…

Chats Insights

The Insights section in eDesk allows you to consult stats and data so you can have a better understanding of how your team, products, and entire…

Creating signatures

By including a signature at the bottom of the messages you send to your customers, you'll give your customers a more personal experience and…

The Live dashboard: A real-time view of your account

The Live dashboard offers a real-time snapshot of the activities occurring in your eDesk account. It's a dynamic dashboard that refreshes…

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…

Fine-tune your customer care with eDesk's Report Extracts

eDesk gives you unique insights into the customer care you provide across your entire customer base. Our Report Extracts feature enables you…

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