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Using Message Rules to route and auto-assign tickets

Automate your workflow and keep your inbox tidy by creating Message Rules that will automatically trigger actions on your eDesk tickets.

Let customers know your team is out-of-office with Autoreply and OOO templates

Create templates for eDesk to use when autoresponding to your customers outside office hours or during holidays.

Using Rule-only templates to automate customer support

Take the pressure off your teams and let eDesk’s Rule-only templates automatically handle the commonly-asked questions from your customers.

Search and Filters

Find tickets using search and filters These options can be found in the top nav 01 Search Here you can type in any keywords related to…

Mailbox Dashboard

View ticket stats within the Mailbox Dashboard of eDesk  Here you will find the definition of some available statistics  Overview Tickets

Deleting Tickets

You can choose whether to Archive or Delete tickets Archiving tickets  Archiving a ticket assigns a new status  To archive a ticket: Select…

Enterprise Reports

View and download account data with the Enterprise Reports suite System, Channel and User Reports You will find a selection of reports…

Leave tickets open by default

Using the leave ticket open by default option in My Account Set the default status after replying on a ticket Please note each user will…

eBay Channel Settings

To get started, you must connect your eBay store to eDesk If you have not yet done so, please click here for a step-by-step guide 01 Getting…

Using Manual Usage templates to send prewritten messages to your customers

Help your teams respond to customers quickly, by creating ready-to-go templates that they can select and send.

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