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Adding an internal note

Want to add a note to a ticket that can been seen by the rest of your team but that's hidden from your customer? We'll show you how! This…

Leaving Internal Notes (video)

You may want to add internal notes to your tickets in eDesk for reference or to help people out.  

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 Ticket View (video)

In this video, we will talk about the Ticket View in eDesk, which helps agents supercharge their customer service replies.  

Intro to the Mailbox - Ticket View (video)

 eDesk's powerful Ticket View allow you to consult all your order and customer information directly on your tickets, at one glance!

Intro to Message Rules (video)

eDesk's powerful Message Rules allow you to ensure your customer interactions will always be handled by the right team members. It will also…

Webinar: Message Rules (video)

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

Assigning Tickets (video)

You may want to assign tickets to your teammates in eDesk if they’re better suited to solving the issue or if you’re overwhelmed for example.  

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.   

Spotlight on Smart Tools (video)

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

Spotlight on the eDesk Insights (video)

In this video, we will talk about eDesk Insights! We’ve given eDesk Dashboards a new layout and a new name to go with it.   

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.…

Manager Role

Inside your account, you will see the admin user and manager user identified by different symbols Admin ​ Manager

The 5 step guide to setting up your eDesk Mailbox

Rather than having customer messages spread across different inboxes and message centres without easy access to order information, eDesk Mailbox…

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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