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Ticket sharing with third parties

Ticket Sharing allows you to collaborate with third parties, such as suppliers or logistics providers, by sharing a secure link to an 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.  

Intro to the Mailbox - Ticket View (video)

 eDesk's powerful Ticket View allow you to consult all your order and customer information directly on your tickets, at one glance!

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.  

Creating tickets (video)

Learn how to easily create tickets in eDesk to respond fast to all of your customer queries!  

What's a ticket in eDesk?

Understanding tickets and how they work in eDesk is key to delivering a fantastic, personal experience for your customers.  This help file…

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…

Webinar: Message Rules (video)

In this webinar, our Customer Success Team will demonstrate how online sellers use Message Rules in eDesk.  

Snoozing tickets

The snooze feature is made for situations where a ticket requires action but is currently on hold. A typical example of this is when you’re…

Spotlight on the Smart Inbox (video)

In this video, we will talk about the Smart Inbox in eDesk, which gathers tickets into out-of-the-box intelligent categories.   

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…

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.  

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…

What are the best practices for keeping your mailbox organized?

Support teams often opt for a centralized inbox to deal with customers because it's easy to set up and gathers communications into one place.…

Exploring the Ticket View

Let's take a closer look at the Ticket View, which contains all the information and tools you need to respond to your customers fast and deliver…

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