If you have your Business Hours set, the SLA timer will only count down during your set hours. This ensures your response performance metrics…
In this video we show you how to set up a Company SLA based on your working hours, for your email and webstore channels.
Dark mode makes working on eDesk easier on your eyes by using a darker theme for the app's user interface, which reduces the amount of light…
eDesk will allow you to create delivery configurations in your account so we can calculate estimated delivery times for you. This help file…
eDesk's Round Robin feature automatically assigns tickets to your Support Agents, sharing the workload across the team and maximizing efficiency. Before…
The eDesk Mailbox is highly configurable and easy to set up to suit your requirements. This help file will guide you through the different…
In this webinar, our Customer Success Team will demonstrate how online sellers use Message Rules in eDesk.
The revolutionary new Smart Inbox leverages eDesk's rich order data to automatically group and prioritize all incoming tickets, so your team…
Auto-Replies are a type of auto-responder in which eDesk replies automatically to customer messages that arrive after your office has closed…
Create a rule-only template to send acknowledgements to your customers when your Support Agents are under pressure. This help file will guide…
Service Level Agreements (SLAs) define the level of service a customer can expect from a seller or marketplace. One of the most important service…
Report extracts allow you to extract specific data about your Agents, Channels, Tickets, Tags, Chats, Chatbot, User log, SLA breaches, Custom…
Smart Reply is an AI tool that helps agents respond faster and more accurately, improving response times and customer satisfaction with instant,…
Agent Assist is a feature of our AI Assist suite of tools. The Agent Assist feature allows you to map your templates to different AI Classifications…
AI Assist is our suite of AI features for messaging. It includes a Content hub, Instructions, AI Smart Reply, AI Agent Assist, AI Summaries, Composer and AI…
