The eDesk API enables you to connect eDesk to the other applications that you use to sell, track, and manage your shop, so that they can send or request information from eDesk.
This help file will explain about the eDesk API, how it can help you boost your customer care, and what you need to do to set it up.
Before you start
- 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.
- You’ll need to be on the eDesk Enterprise plan to access this feature. To learn more about this plan, click here.
01 What's an API?
eDesk makes it easy for you to deliver 5 star customer care by putting all your customer queries, orders, and details into one place. To do this, eDesk needs to be able to connect with the other applications you use for your shop, like marketplaces, webstores, delivery tracking services, social media apps etc. For the most popular applications, we provide a unique app in our app store, which you just install on your eDesk account and follow the instructions to set up a new channel for that application. But what if you want to integrate an application for which there isn't an app in the eDesk app store? Well, that's where the eDesk API steps in!
An API (Application Programming Interface) is like a door to an application that enables other applications to exchange information with it. In the case of eDesk, our API allows other applications to send eDesk customer messages that will create new tickets, update existing tickets, request ticket or order information, and much, much more.
02 What can I do with the eDesk API?
We're always working to add new features to the eDesk API. Depending on permissions, the API allows applications to:
- Add, view, update, delete Tags.
- Create, view, update, delete Templates.
- Create and view Message threads.
- Create, view, update Messages.
- View and update Custom fields.
- Create, view, update, delete Orders.
- Add Tracking Information.
- View and create Reports.
- View Customer information.
- View Channels.
The Developer Guide contains all of the latest features.
03 How do I connect my application to eDesk via API?
For an application to be able to send and receive information to eDesk via our API:1. The application needs to know how to format the requests that eDesk will accept, and it also needs to know where to send them. This information is in our API Developer Guide, which has been created for developers so that they can add eDesk requests to their application. Read the Developer Guide here.
2. The application also needs permission to connect to eDesk. You'll provide them with an API token that will tell eDesk they are authorised to connect. Follow the instructions here.
3. To display messages in eDesk that have been sent to an email address, you'll need to connect an email channel from the eDesk app store. See here for instructions.
Now your eDesk account is ready to use the API. Once the application you want to connect has been updated to communicate with eDesk and has permission to do so, it can share information with eDesk and take your customer care to the next level.
Further Reading
To see some examples of what the eDesk API can do, click here.
To learn how to connect Outlook with eDesk, click here.
