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Assigning Tickets (videos)

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.  

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…

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…

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…

Troubleshooting: Why is my order not showing on the ticket?

This help file will guide you through what actions to take if your order isn't showing on a ticket. Before you start    You need…

Favouriting tickets

Favouriting tickets is an easy way to keep important queries in one place so that you can access them quickly. This help file will show you…

Tickets Insights

The Insights section in eDesk allows you to consult stats and data so you can have a better understanding of how your team, products, and entire…

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.  

Creating new tickets and external emails

Create tickets in eDesk to deliver proactive support to your customers, and keep all your correspondence together by sending external emails…

Close Amazon tickets with a No Response Needed template

Automate great customer care by creating pre-written messages that eDesk sends automatically to the customer upon closure of Amazon tickets. This…

Deleting Tickets

Is your Mailbox filling up with lots of resolved tickets that take up space and are no longer relevant? This help file will show you how…

Merging Tickets

Merging tickets allows you to combine two related tickets together. This is helpful in keeping your Mailbox clean and ensuring there is no…

Troubleshooting: Contact Form tickets

If you use a contact form on your website or webstore, maybe you noticed that the system messages are imported in eDesk without the customer's…

Troubleshooting: Why are my tickets not imported?

This help file will guide you through what actions to take if your tickets aren't imported in eDesk. Before you start    You need…

Leave tickets open by default

We understand that each person works differently therefore we made it very easy to customize settings in eDesk.  In this help file, we’ll…

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