This help file will walk you through adding complimentary information to your orders and tickets in eDesk.


Before you start

 
  • You’ll need an eDesk account. To find out how to do this, click here.
 

01 What are Order notes?

Order notes will allow you to add more information regarding your orders within your eDesk account.

They allow any user to leave a note on the right-hand side of a ticket or in the order slider for an order, inside the Orders tab.

The idea is to leave a note pertaining to the order as opposed to one that is related to the ticket.

Once an Order note has been left, it will appear inside any new or existing ticket which has the order attached.

It will also appear in the information slider for that order inside the Orders tab.

02 How can I add Order notes in eDesk?

To add order notes to eDesk, simply follow the instructions below:

  • Leaving a note inside a ticket

  1. Click on the relevant ticket.

  2. In the Ticket View section, select the Order notes tab.

  3. Write down your note in the Add Note section and hit Enter on your keyboard. 

  • Leaving a note via the Orders tab

  1. Click on Orders on the left-hand side bar.

  2. Choose the order you wish to leave a note for, click on it and select the Order notes tab.

  3. Write down your note in the Add Note section and hit Enter on your keyboard. 

And that's it! Your notes will be added to the relevant order and be visible to all other agents.
 



03 What are Returns info?

Returns info will allow you to add more information regarding your returns within your eDesk account.

Similarly to Order notes, any user can add Returns info on the right hand side of a ticket or in the order slider for an order by selecting the Returns Info tab.

This tab can be viewed by all users inside the ticket or in the Orders tab.

04 How can I add Returns info in eDesk?

To add Returns info to eDesk, simply follow the instructions below:

  • Adding Returns info inside a ticket

  1. Click on the relevant ticket.

  2. In the Ticket View section, select the Returns Info tab.

  3. In the form showing, you can select the return dates, enter the reason of the return, the tracking number and upload/download your tracking labels.

  4. When you're done, simply press Save Return Information to save the data.

  • Adding Refunds info via the Orders tab

  1. Click on Orders on the left-hand side bar.

  2. Choose the order you wish to add Returns info for, click on it and select the Return info tab.

  3. Again, you can fill out the returns information for this order and hit Save Return Information at the bottom of the screen when you're done.

And that's it! Your Returns info will be added to the relevant order and be visible to all other agents.


Further Readings

If you would like to find out more about the Dark Mode in eDesk, click here.

If you would be interested in learning more about bulk actions in eDesk, click here.