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The Orders tab

The Orders tab will allow you to see all of the orders placed on the marketplaces and channels you have connected to eDesk as well as their…

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…

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.  

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.  

Leaving Internal Notes (video)

You may want to add internal notes to your tickets in eDesk for reference or to help people out.  

Glossary of Industry Terms

This help file is a practical and easy-to-use guide to common terms used in the e-commerce industry and that you might come across when using…

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…

Replying in Bulk (video)

The bulk Reply option in eDesk will allow you to respond to multiple tickets in one go, allowing you to save time and be more efficient.  

Sending emails via SMTP in eDesk

There are a variety of ways to set up a From email address in eDesk. If you want to use an email address that isn’t provided by eDesk, then…

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…

Inviting Users (video)

eDesk will help you improve your team's collaboration by creating user accounts for each one of your employees.  

Connecting ChannelAdvisor with eDesk

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

Requesting Shopify reviews

The Shopify integration for eDesk's Feedback allows you to request feedback for the orders you received from your Shopify customers. This…

Requesting WooCommerce reviews

The WooCommerce integration for eDesk's Feedback allows you to request feedback for the orders you received from your WooCommerce customers. This…

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…

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