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Exploring the Ticket View

Let's take a closer look at the Ticket View, which contains all the information and tools you need to respond to your customers fast and deliver…

Assigning tickets with Round Robin

eDesk's Round Robin feature automatically assigns tickets to your Support Agents, sharing the workload across the team and maximizing efficiency. Before…

Configuring your eDesk Mailbox

The eDesk Mailbox is highly configurable and it's super easy to set it up to suit your requirement.  This help file will guide you through…

Adding limited access Read-only users to your account

Sometimes people from outside your support team, such as managers and colleagues from other functions of the business might want to access eDesk…

Connecting WhatsApp with eDesk - Requirements to onboard

Integrating WhatsApp with eDesk will revolutionize the way your team handles support. By having two way communication via WhatsApp with your…

Connecting WhatsApp with eDesk - Number Porting Onboarding

Integrating WhatsApp with eDesk will revolutionize the way your team handles support. By having two way communication via WhatsApp with your…

Using Message Rules in eDesk

Using as many Message Rules as possible will ensure that your customer interactions will always be handled by the right team members. It will…

Managing Users

eDesk will help you improve your team's collaboration by creating user accounts for each one of your employees. This help file will guide…

Search and Filters

When navigating through your eDesk account, the search and filters option will enable you to find exactly the tickets you're looking for. This…

Connecting Amazon with eDesk

Connecting your Amazon channel settings will allow your orders, messages, delivery times, returns and refund details to flow into eDesk.

Using Customer Satisfaction Survey (CSAT)

Set up CSAT to request feedback from customers after their support ticket has been resolved. Once a ticket has been resolved by an Agent, a message…

Auto-responding during busy times

Create a rule-only template to send acknowledgements to your customers when your Support Agents are under pressure. This help file will guide…

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…

Auto-responding to common queries

Create a Rule-Only template to take care of those commonly-asked questions from your customers This help file will guide you through how to…

Notifications for Chat

To make it easier for you to differentiate between chat interactions, eDesk Chat notifications come in two sounds: one for new conversations…

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