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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…

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…

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…

Mark Waiting tickets as Resolved after a certain amount of time 

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

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…

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…

Bulk Edit Tickets

The bulk edit options in eDesk will allow you to perform an action on multiple tickets in one go, allowing you to save time and be more efficient. Before…

Connecting Etsy with eDesk

Etsy is a global online marketplace, where people come together to make, sell, buy and collect unique items. We understand the importance of…

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…

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…

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…

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…

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