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Channel Reports

The Channel Reports section is a marketplace-specific reporting tool showing useful information relevant to that marketplace. It currently supports…

Fine-tune your customer care with eDesk's Report Extracts

eDesk gives you unique insights into the customer care you provide across your entire customer base. Our Report Extracts feature enables you…

Automate your Report extracts to generate reports on a schedule

Report extracts allow you to extract specific data about your Agents, Channels, Tickets, Tags, Chats, Chatbot, User log, SLA breaches, Custom…

Mentioning Agents (video)

You may want to mention your teammates in certain tickets in eDesk when you need a second opinion or if their help is required.  

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.  

Webinar: Message Rules (video)

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

Monitoring your Amazon Feedback Quota

Amazon continues to tighten their policy on Buyer-Seller Messaging; therefore it is important to ensure you are not exceeding the allowed quota…

Feedback Overview

In eDesk Feedback, the Overview page is now the Feedback landing page. It shows current, relevant, actionable information at a glance. This…

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.…

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…

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…

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…

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…

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…

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…

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