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Spotlight on Smart Tools (video)

In this video, we will talk about Smart Tools, which is the most powerful feature of eDesk.  

The eDesk Smart Tools

Smart Tools are eDesk’s most powerful features. They enable you to create smart workflows, route tickets and automatically reply to repetitive…

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…

Managing your team’s permissions using roles

All of your eDesk teammates have a user role associated with their account, giving them access to different tools in eDesk. It’s easy to…

Creating new custom roles to manage user permissions

All of your eDesk teammates have a user role associated with their account, giving them access to different tools in eDesk. It’s easy to…

Role permissions

All of your eDesk teammates have a user role associated with their account, giving them access to different tools in eDesk. It’s easy to…

Using Manual-Usage Templates in eDesk

Create a Manual Usage Template to help your teams respond to customers quickly.  

Using Templates to save time

Create ready-to-go templates to help your teams deliver expert customer support in record time! eDesk can also auto-respond to customer messages…

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…

Using Out-of-Office Templates in eDesk

Manage your customer's expectation by setting up eDesk to auto-respond to any messages that arrive when your offices are closed for a holiday. This…

Using Rule-Only Templates in eDesk

Create a Rule-Only Template take the pressure off your teams and let eDesk automatically handle the commonly-asked questions from your customers. This…

Respond faster with Snippets

Use Snippets in your customer responses to deliver fast, personal and consistent customer care. This help file will guide you through creating…

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.  

Using Custom Fields in eDesk

Custom fields are a very powerful tool in eDesk, allowing you to link additional information to a customer query. In this help file, we'll…

Using Invoice Templates

Stay on top of invoicing and save time by creating templates that you can use to automatically generate invoices for your order-related tickets. This…

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