If you have moved to eDesk from ReplyManager, you now have access to a lot more marketplaces and features that ReplyManager did not support. 

Contents

Mailbox
Left Hand Nav
Ticket List
Inside the Ticket
Reply Box

Dashboard

Avatar Menu
Settings
Smart Tools
Users

Reply Manager supported primarily eBay, Amazon and email channels. eDesk integrates with many more marketplaces such as Magento, Shopify and Walmart. Click here to see a full list of integrations. To add more integrations, go to Settings → Mailbox Settings → Channels → + Add Channel.
  • Tickets can be found in the Mailbox 

Mailbox

Left Hand Nav

My Tickets

  • Tickets can now be assigned an Owner
  • Each ticket can have only one Owner
  • The owner of the ticket is responsible for gathering the necessary information from other agents by mentioning them and then responding to the ticket
  • Users can be assigned as Owners manually using the drop downs inside the ticket or automatically using rules 
     

Mentioned

  • Each ticket can have an unlimited number of Mentioned users 
  • This is similar to assigning a user to a ticket in Helpdesk 
  • The idea is that there is an Owner assigned who is responsible for replying to the customer 
  • If assistance is required from another user, they can be mentioned on the ticket 
  • Users can be Mentioned on a ticket manually using the drop downs inside the ticket, automatically using rules or by typing @ and the users name when leaving a note
     

Pre-Sales

  • Pre Sales houses new tickets where the customer has not placed an order 
  • The ticket will show the product and product details along with the message 
  • Respond quickly to make the sale!
     

Statuses

  • eDesk statuses match those in Reply Manager for the most part
  • New Tickets
    • New tickets that have been created but not yet responded to
    • They have never require a response from you 
    • They will also appear in To Do
  • To Do 
    • Needs Action on Reply Manager
    • Tickets that require a response from you
    • They have been responded to in the past
  • Waiting
    • Tickets that are open and waiting for a reply from the customer (or for an input from you)
    • These will not show in To Do
  • Snoozed
    • Later in Helpdesk
    • Tickets that have been temporarily removed  from New/To Do to reopen at a specified time 
    • When the specified time is reached, the ticket will appear in New/To Do
  • Resolved
    • Tickets that have been closed
    • These will reopen if the customer sends another email 
  • Recently Updated 
    • Tickets that have been updated recently (any change - email, note, status change etc.)
       

Pinned Filters

  • Create and pin filters to the left hand nav to access tickets based on certain criteria
    • Use conditions such as Marketplaces, Channels, Status, Users Tags, Created at dates etc.
    • For more information on Filters, click here
Please see our video guide that will navigate you through the inbox here

Ticket List

Bulk Actions

  • Snooze 
    • Snooze tickets in bulk instead of clicking into each ticket separately 
  • Merge tickets
    • Keep the Mailbox neat and replies in order by merging tickets and responding on only one ticket 
    • If a previously merge tickets receives a new message, the main ticket will reopen
    • Tickets cannot be un-merged
  • Archive and Delete  
    • Archive  a ticket to remove it from the Mailbox
    • It can always be unarchived 
    • Once a ticket has been archived, it can be permanently deleted from the inbox
       

Magic Wand

  • The magic wand uses AI to suggest a response, allowing you to respond with one click directly from the Mailbox without clicking into the ticket
  • Hover over the icon to see the incoming message and the suggested response
  • Click the send icon to reply to the message if you are happy with the suggestion
  • To customize magic wand responses, create an AI template  
     

Inside the Ticket

Top Nav

  • View the email subject and the tags that have been assigned to the ticket 
  • The green ‘Read’ tag means the ticket has been opened and viewed 
  • The pencil icon opens the reply box
  • The alarm clock icon allows you to snooze the ticket
  • The tag icon displays how many tags are assigned to the ticket
  • The User icon allows you to assign or remove an owner
  • The @ symbol allows you to mention a user 
     

Reply Box

Replying to a Ticket

  • Clicking the pencil icon at the top of the page or the reply button below the messages inside the ticket opens the Reply box
  • Select a Reply, Note or External message using the tabs
  • Customize messages using the formatting options which includes emojis
  • Attach invoices to your messages which will be sent as an attachment 
  • Select a Template
  • When typing the message body, # will display a list of Snippets and _ will display a list of Templates
  • Add an attachment
  • CC email addresses
     

AI

  • AI suggests responses to incoming tickets as mentioned above on the Magic Wand
  • These will also be displayed inside the ticket
  • Click the suggested response to use it as your reply
  • To customise magic wand responses, create an AI template
     

Inside the Ticket

  • You will see suggested responses inside tickets
  • These will be applied to tickets that meet the conditions of the preset categories with a high enough confidence level
  • You can customise the AI responses by creating AI templates and you can find some options in the Settings 
     

​Creating Templates

  • When creating a regular template, each type will have an AI Settings tab 
  • Select an AI category and when the category conditions are met, the AI response will be suggested on the ticket
  • Assign the template as the Quick Reply template on the same tab to use the template as a Magic Wand reply
     

Right Hand Nav

Product Blade

  • Clicking the product link on the RHS of the ticket opens the product blade
  • An image of the product and all product details is displayed with a link to view the item on the marketplace
     

Dashboard

Channel Dashboard

  • The channel dashboard is a specific dashboard for eBay, Amazon and Walmart
  • It contains information specific to each marketplace

Ticket Dashboard

  • One and Done shows a percentage of tickets that were resolved in one answer 
  • The ticket must have one incoming and one outgoing message and not reopen within the set period in order to qualify 
  • You can set the time frame in Settings → Company Settings → Company → Mailbox
     

​Avatar Menu

Notifications

  • Product updates, System messages and Important information will be communicated inside the product
  • Access the Notifications centre via the Avatar menu 
  • The red icon will highlight any new notifications

Settings

  • Settings can be found in the Avatar menu

Mailbox

  • One and Done
    • One and Done is a reporting metric to report on the percentage of tickets that are resolved in one message i.e. an incoming message and an outgoing message
    • One and Done settings can be found in Company Settings → Mailbox
    • A ticket will be marked as One and Done if it does not reopen within the specified number of hours

Smart Tools 

Templates

AI

  • Turn AI on or off 
  • Choose the settings
    • ‘One click select & send’ sends the message instantly once clicked inside the ticket or allows you to edit it in the Reply box first when disabled
    • ‘Suggested response enabled for’ allows you to choose if suggested responses show for the first incoming message or all incoming messages

Tags

  • Create and edit tags to organize your Mailbox
  • They can be applied manually inside the ticket, automatically using Rules or at a Channel level inside Channel settings
  • You can search for tickets by Tag in the filter menu 
  • You can access all tickets related t a Tag by selecting the Tag on the right-hand menu of your Mailbox
  • Any folders on Reply Manager will appear as Tags 

Invoices

Channels

  • Instagram, Real.de and Shopware are now available to connect on eDesk
  • We are updating our channel offerings regularly also!

Payments

  • Manage your payments in Company Settings
  • View invoices in Receipts
  • Manage your plan in Subscription


Adding Users

  • Add users by increasing the number in the ‘Choose your team’ field 
  • You will be charged the price of the user for the remainder of your billing cycle
  • You will be charged the full amount for that user (plus any existing users) on the next regular payment date
  • Clicking ‘Pay Now’ will charge the card associated with the account
  • Once the license has been purchased, got to the User setting and enable the Mailbox for that user (Company Settings → Users → select the user → Mailbox tab → Enable → Save)


Removing Users

  • Decrease the number of users in the ‘Choose your team’ field
  • You MUST click ‘Pay Now’  to remove the user
  • On the next payment date, you will be charged for one less user and the inactive seat will be removed
  • No refund or credit will be given for the removed seat 


Add Ons

  • Pro pack
    • Translations
      • Translate incoming and outgoing messages
    • Widgets
      • Add a contact button to your website 
      • Live Chat 
      • “Contact us” page
      • “Contact us” pop up form
    • Enterprise Reporting 
    • API Integration
      • This allows you to connect other applications to eDesk via the API
      • See here for the API documentation

Other Products

Feedback

  • Feedback can be found in the top nav of eDesk 
  • To start a trial of Feedback, click the Feedback tab and the “Start a trial” button

Repricer

  • Repricer can be accessed through the Avatar dropdown
  • Start a trial of the Repricer using the same dropdown or via the Billing page

To see an overview video of eDesk, click here