Welcome to eDesk, the future of eCommerce Customer Support!

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.
  • 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 Getting started 

If you look to the top nav, you will see that we are in the Mailbox section. 

  • This is where you will find all your messages from your customers. 

Looking first at the left navigational bar, you can see the My Tickets tab. 

  • These are tickets that are assigned specifically to you. 

The @ Mentioned tab contains messages that your colleagues have tagged you in, in order to get some assistance. 

Next is the Pre-Sales tab. 

  • Pre-Sales is a really high-value new feature in eDesk. 

  • Pre-Sales queries are messages from customers who are yet to buy but are showing buying intent. 

The next section categorizes your tickets by their current status, so for example if they are New Tickets or need action. 

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. 

Use the Customise Table Layout button to change the layout of your Mailbox. 

Another great feature in eDesk is Bulk Actions

  • To make this option appear, you will need to first select the tickets from the bulk action and then choose what you would like to do. 

  • There is a multitude of options to choose from here, including Merging tickets, Snoozing tickets, and Archiving tickets.

One of the ways eDesk makes it easier to respond to your customers is through creating and suggesting responses to messages. 

This can be harnessed first of all through the Magic wand

  • The Magic wand is a feature that identifies customer messages which eDesk AI can resolve. 

  • When eDesk is confident that it has an accurate response, you will see the Magic wand icon appear in your Mailbox. 

  • Simply hover over it to reveal the suggestion from eDesk, click on it, and your ticket is resolved. 

If eDesk AI is torn between multiple potentially correct answers, it places them at the bottom of the ticket for you to consider them and select the one that is most fitting so I can review these potential answers and for example select this one because I think it’s the best for this situation.

Taking a step back if we look at the top nav, you can see the email subject and the Tags that have been assigned to the ticket. 

  • The pencil icon opens the reply box where you can select between a Note, a Reply, and an External message

  • The alarm clock icon allows you to snooze the ticket.

Now let's look inside the reply box. 

  • Here you can find all the formatting options that you'd expect but also the ability to attach invoices to message.

Further Readings


If you would like to find out more about getting your Mailbox setup, click here.

If you would be interested in learning more about Message Rules with eDesk, click here.