We're here to help

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…

Using Message Rules in eDesk

Using as many Message Rules as possible will ensure that your customer interactions will always be handled by the right team members. It will…

Search and Filters

When navigating through your eDesk account, the search and filters option will enable you to find exactly the tickets you're looking for. This…

Using Customer Satisfaction Survey (CSAT)

Set up CSAT to request feedback from customers after their support ticket has been resolved. Once a ticket has been resolved by an Agent, a message…

Auto-responding during busy times

Create a rule-only template to send acknowledgements to your customers when your Support Agents are under pressure. This help file will guide…

Auto-responding to messages containing keywords

Create a Rule-Only template to auto-respond to messages based on their content. How useful!  This help file will guide you through how to…

Auto-responding to common queries

Create a Rule-Only template to take care of those commonly-asked questions from your customers This help file will guide you through how to…

Customizing the display in your eDesk Mailbox

Did you know that you can customize the information that's shown in your Mailbox, and also control the way information is displayed?  This…

10 Message Rules you need to create in eDesk!

Message Rules in eDesk tell the inbox to automatically perform actions such as tagging and routing messages based on the conditions you decide.…

Assigning tickets in eDesk

You may want to assign tickets to your teammates if they’re better suited to solving the issue or if you’re overwhelmed.  This help file…

What is a ticket in eDesk?

Understanding tickets and how they work in eDesk is key to delivering a fantastic, personal experience for your customers. Let's find out more! This…

Common uses of Message Rules

Use eDesk's Message Rules to automate ticket management, giving your team more time to deliver 5 star customer support.  This help file provides…

Amazon Marketplace Developer Council ebay compatible application Walmart Shopify Partner Magento Technology Partner Google Partner Facebook