This help file will guide new eDesk users through the Mailbox and help them familiarise themselves with some of its great features.
Before you start
- You'll need to have an account with eDesk. If you want to find out how to create one, click here.
- For some Mailbox features, you’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
01 The eDesk Mailbox
The Mailbox is where you'll view, organize, and respond to messages that arrive from your customers via the channels you have connected to eDesk. Customer messages and your responses to them are organized into tickets. Learn more about tickets here.
In the image below, we've numbered each section of the Mailbox to correspond with the sections of this help file.
1: Top Navigation
This navigation bar is where you navigate through the sections within your Mailbox. This is where you will find all of your tickets, and be able to view their customer messages, respond to your customers, and organize your tickets to help you keep on top of your customer care.
- Quick Filter
Quick Filters are preset channel filters. Learn more here.
- My Tickets
These are tickets that are assigned specifically to you. To find out how tickets are assigned by you or your colleagues, click here.
eDesk can also be configured to assign owners automatically in a round-robin. To find out more about eDesk's round-robin, click here.
These are tickets in which your colleagues have mentioned you, in order to get your assistance.
Pre-Sales queries are messages from customers who are yet to buy but are showing buying intent. Learn more here.
The categories are:
- New Tickets
Brand new tickets that you’ve never responded to before and that require action.
- To do
Tickets that require action. These include new tickets and tickets that you’ve responded to but need further follow-up action.
Tickets that have been actioned but aren’t ready to be closed. Use the Waiting status if you know the ticket isn’t going to be resolved when you reply. When you reply to a customer message in eDesk, the ticket will be closed by default, and have a Resolved status. However, if you don't want the ticket to be closed this time, simply uncheck the Close ticket checkbox in the Reply Box, and the ticket status will be changed to Waiting instead.
Tickets that have been temporarily removed from New and/or To-Do categories to reopen at a specified time. When the snooze time has elapsed, the ticket will return to where it originated. To find out more about how to snooze tickets, click here.
Closed tickets. Tickets in the Resolved category will reopen if the customer responds to you or sends another email.
- Recently Updated
This view lists tickets that have been changed recently, e.g., the customer sent a new message, a Support Agent added a note to it, or the status was changed.
Tickets you've favorited. Learn about favoriting tickets here.
Messages that eDesk has identified as Spam.
The next section in the Top Navigation offers some very useful tools:
- Pinned Filters
Pinned filters are custom filters that you have created yourself. For example, you could pin all tickets for a particular marketplace or for a SKU.
You can tag tickets and then view the tickets with common tags in folders in this section. Learn about tags here.
- Smart Tools
Smart Tools enable you to create smart workflows, route tickets, and automatically reply to commonly-asked customer questions, so you can deliver lightning fast customer care. Learn all about Smart Tools here.
2: Left-hand Navigation (top)The left-hand navigation is where you jump to the different dashboards that eDesk offers. The range of dashboards you can see in this menu is determined by the eDesk plan your business uses.
From top to bottom, the menu items take you to the following dashboard views:
Your eDesk home page.
Where you'll manage your customer messages. The focus of this help file!
Learn about ticket insights here.
Learn about Feedback here.
Learn about the Orders tab here.
- eDesk Chat
Learn about eDesk’s Chat here.
- Customer View
Learn about Customer View here.
- Knowledge Base
Create a Knowledge Base to educate your customers about your products and reduce queries by up to 30%. Learn more here.
- eDesk Talk
Learn all about supporting your customers via a phonecall here. All calls are logged in Mailbox tickets.
3: Left-hand Navigation (bottom)At the bottom of left-hand navigation are the following menu items:
- Invite user
This is where you’ll invite colleagues to eDesk so that they can use it to manage customer queries. Learn more here.
- App Store
The App Store provides a bunch of ready-to-use integrations that make it really easy to connect eDesk to a new channel. Learn more here.
Configure your eDesk to suit your workflow and your business. The plan your business uses and the role assigned to your user account will determine which settings you can access in this dashboard.
4: eDesk AI: Agent AssistOne of the ways eDesk makes it easier to respond to your customers is through creating and suggesting responses to messages using AI. Learn about eDesk’s great AI features here.
The Mailbox offers an intelligent Agent Assist feature, which you access by selecting the Sparkle icon in the row for a ticket.
- Agent Assist's AI identifies customer messages that eDesk AI can resolve.
- Select the Sparkle icon to see an AI-powered suggested response to the customer's message.
- If you choose to use the AI-powered response, simply select Send and your ticket is resolved.