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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.  

Adding Notes on Aircall

Aircall is a cloud-based phone system built to support customer service and sales teams. It allows you to manage your inbound and outbound calls,…

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.  

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.   

How to add Order Notes and Returns Info

This help file will walk you through adding complimentary information to your orders and tickets in eDesk. Before you start   You’ll…

Mentioning your teammates

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…

Spotlight on Auto-Reply Templates (video)

In this video, we will talk about Auto-Reply Templates, which will help you deliver the best customer service even when out of the office.  

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.   

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!

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…

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.…

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…

Connecting Outlook to eDesk

Connecting your Outlook account to eDesk is quick and simple using the Microsoft API. This guide walks you through the setup process.

AI Sample Policies and Instructions

When AI Assist or AI Automation is first enabled on your account, a Content hub with 'Sample Policies' and sample Instructions called 'Sample…

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