The Pre-Sales section separates sales opportunity queries (Pre-Sales) from regular queries. It houses product queries from customers who have not placed an order.

If you do not have any Pre-Sales section displayed in your eDesk account, this simply means that you don't have any Pre-Sales ticket yet.

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.
 

01 Pre-Sale Tickets

The Pre-Sales section appears on the left-hand side of the Mailbox tab and it acts like all other sections (New/To Do), in that any tickets that show in the Pre-Sales section also show in the New/To Do sections.pre-sales

Pre-Sale tickets are categorized based on the following conditions:

  • No order attached 
  • ‘Product Query’ ticket type


02 Pre-Sales Icons

Pre-Sale tickets have their own unique SLA icons to help you quickly understand if it's a hot lead or not:

SLA icons pre-sales

  • Flame: Customer has come in in the last 2 hours. You've 24 - 22 hours left in SLA (hot lead).
  • Cloud: Customer has come in in the last 2-12 hours. You've 12 - 22 hours left in SLA (not so hot lead).
  • Snowflake: Customer has come in in the last 12-24 hours. You've less than 12 hours left in SLA (cold lead).


03 Information in a Pre-Sale Ticket

The ticket contains the regular ticket layout, a reply box with an image of the product (when available), and the product title.pre sales ticket view Note: You can also click the link to view the item in the marketplace.

Further Readings


If you would like to find out more about our Report Extracts, click here.

If you would be interested in learning more about using Tag Groups with eDesk, click here.