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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…

Managing ticket statuses

Tickets have different statuses through their journey from new to resolved, each helping you to keep your mailbox organized. There are multiple…

Hiding irrelevant CSAT feedback in your Insights

Understanding your customer's experience has never been more important. That's why eDesk allows you to exclude irrelevant or inappropriate customer…

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…

Connecting ChannelAdvisor with eDesk

ChannelAdvisor's multi-channel commerce platform helps brands and retailers improve their online performance by expanding sales channels, connecting…

How to Read/Unread Tickets

This help file highlights the difference between tickets that have been read (physically opened) and unread by an agent.  Before you start   You’ll…

eDesk: What's new in October 2021?

Discover the brand-new Feedback Overview screen, learn new tricks on the eDesk Home page and check out the many new improvements we made! In…

Making Feature Requests

Have you thought of a way that we can improve eDesk? Tell us about it! This help file will guide you through creating a new feature request and…

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…

Payment History

eDesk makes it really easy for you to consult all your previous payments and download your invoices. This help file will guide you through…

Feedback Dashboard

The Feedback Dashboard gives you access to powerful insights and data helping you review your performance with the Feedback add-on.  This…

Making and Receiving calls 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,…

Role 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…

Using Manual-Usage Templates in eDesk

Create a Manual Usage Template to help your teams respond to customers quickly.  

Reduce spam and system messages in your Mailbox

Is your Mailbox filling up with unnecessary spam or system messages from your marketplaces? This help file will show you how to display only…

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