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Quick Reply responses

Respond to your customer's messages with one click - it couldn't be easier! Before you start   Quick Reply responses are available…

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…

Subscription Plans

Whether you're a small start-up or a very large corporation, eDesk offers a wide range of plans to suit your business needs and help you grow. This…

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…

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…

Responding with Snippets (video)

We encourage you to use snippets in your replies to customers to save time whilst sending professional and thorough responses!  

Responding with Templates (video)

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

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…

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…

Using Auto-translation in eDesk

Grow your business and support international markets in any language with eDesk’s Auto-translation feature. This help file will explain…

The eDesk Smart Tools

Smart Tools are eDesk’s most powerful features. They enable you to create smart workflows, route tickets and automatically reply to repetitive…

How Auto-translation works

eDesk’s Auto-translation tool allows you to go global and support your customers in multiple languages. Read on to find out how it works. This…

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…

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