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Creating new custom roles to manage user 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…

Webinar: Message Rules (video)

In this webinar, our Customer Success Team will demonstrate how online sellers use Message Rules in eDesk.  

Managing your team’s permissions using roles

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…

Using Custom Fields in eDesk

Custom fields are a very powerful tool in eDesk, allowing you to link additional information to a customer query. In this help file, we'll…

Spotlight on Smart Tools (video)

In this video, we will talk about Smart Tools, which is the most powerful feature of eDesk.  

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…

Customizing the display in your eDesk Mailbox

Did you know that you can customize the information that's shown in your Mailbox and also control the way information is displayed?  This…

Auto-responding to messages containing keywords

Create a Rule-Only template to auto-respond to messages based on their content. How useful!  This help file will guide you through how to…

Spotlight on Manual Usage Templates (video)

In this video, we will talk about the Manual Usage Templates in eDesk, which helps agents save time and deliver an excellent customer experience.  

Responding with Templates (video)

 It's important to reply to customers using Templates in eDesk to provide the fastest and most professional customer support!  

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…

Introduction to eDesk's chatbot

Lighten the load on your support team by welcoming eDesk's AI chatbot, powered by Ava, into the team! eDesk makes it super easy to set up your…

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…

Configuring your eDesk Mailbox

 The eDesk Mailbox is highly customizable, allowing you to tailor it to your specific requirements. Any changes you make will only apply to…

Troubleshooting: Ticket status changing automatically

This help file will guide you through what actions to take if your tickets are changing status automatically in your eDesk mailbox. Before…

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