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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…

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.   

Snoozing tickets

The snooze feature is made for situations where a ticket requires action but is currently on hold. A typical example of this is when you’re…

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!

Setting up your Business Hours in eDesk

If you have your Business Hours set, the SLA timer will only count down during your set hours. This ensures your response performance metrics…

Spotlight on Smart Tools (video)

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

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…

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.  

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.…

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.  

Intro to the Mailbox - Smart Inbox (video)

 eDesk's revolutionary new Smart Inbox leverages eDesk's rich order data to automatically group and prioritize all incoming tickets, so your…

Spotlight on the Templates (video)

In this video, we will talk about the Templates in eDesk and how you can use them to reply quicker to customers!  

Resolving Tickets (video)

You can resolve or close a ticket in eDesk when you're done dealing with the customer's query. Regularly resolving tickets will help you keep…

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