The company details section allows you to customize and optimize eDesk to meet the needs of your company and users.
This help file will guide you through configuring your Company details.
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 What are your Company details?
Your company details enable you to configure how eDesk behaves for your company.
To open the settings for Company, go to Settings → Company Settings → Company.
The settings are grouped under 4 possible tabs, which are General, Business Hours, Mailbox, and, if you have Repricer, a Repricer tab. We talk through the settings in each tab below:
02 GeneralThis section will display general information regarding your company. You will find the following:
The default currency that is used by your company.
The country in which your company is registered. This would be necessary for VAT charges on the invoice.
Where you select the timezone that your company is in. This timezone is used in all time-related features, for example, Business Hours.
Your company VAT number. This is shown on your invoices. Must be entered to avoid paying VAT if the company is VAT-registered.
Time & Date format > Time
Select 12-hour or 24-hour clock to format how time is displayed in eDesk.
Time & Date format > Date
Select the format that eDesk will use to display dates.
03 Business Hours
This is where you set your business hours, which are the days and times in the week during which your business is open to customers. For instructions on how to set your Business Hours, click here.
Note: It's important that these are set if your customers expect a response within an agreed time period as part of a Service Level Agreement (SLA). To learn how SLAs in eDesk are impacted by your Business Hours, click here.
04 MailboxThis is where you can personalize your Mailbox for the company.
This is where you can set up an email signature that will sit at the bottom of any messages that are sent to customers by the users in your company.
Admin users can set a company-wide signature, or a channel-specific signature that is only used for messages on a particular channel, and individual users can also create their own signatures. You will need to decide which approach should be taken, and update the Message Signature field accordingly. For full instructions, click here.
'One and done'
This is where you set a time period in hours for 'One and done'. 'One and done' is where a ticket is resolved with one response and is not then reopened by the customer within the time period set here.
The percentage of 'One and done' tickets is displayed in the Tickets Insights. To find out further information on 'One and done', and other reports on the Tickets Insights, click here.
This is where you set a time period for tickets to be linked to pre-sales queries. If an order arrives within this time period after a pre-sales query from the same customer, then the query is considered a conversion, and the tickets are linked together. To find out further information on eDesk's Pre-Sales feature and reporting, click here.
Include original message with outgoing machine-translated replies
If ticked, the original message from the customer is included in the response when eDesk's Autotranslation feature is used. To find out about Autotranslation, click here.
- Disable eBay buyer order notes
To ensure that Support Agents are alerted to buyer notes for eBay purchases, eDesk creates a system message ticket in the Mailbox when a customer orders through eBay and leaves a buyer note for the seller. The subject of the ticket is "Buyer note for order ..." and the ticket includes the order details and the buyer note.
Pro-tip: If you want to create your own rules for eBay orders with buyer notes, you can use the subject line as a condition that will trigger the rule. For example, Ticket channel > any of these > eBay AND Message subject contains > Buyer note for order AND Ticket type > any of these > System Message. To learn more about message rules, click here.
To disable this feature so that eDesk doesn't create a system message when an eBay order with a buyer note arrives, tick the Disable eBay buyer order notes checkbox. The buyer note will still be viewable in the Buyer notes column of the Orders tab and inside a ticket that has the order attached.
Automatically mark Waiting tickets as Resolved
If this checkbox is ticked, you can set a time period in days, after which a ticket that is marked as Waiting will be marked automatically as Resolved. For an overview of this feature, click here.
Enable CSAT for tickets that have been marked as Resolved
This setting is displayed only if the Automatically mark Waiting tickets as Resolved checkbox has been ticked, and the CSAT option is active on an eDesk channel. If ticked, it instructs eDesk to send a CSAT request for tickets that were automatically marked as Resolved. To find out more about CSAT in eDesk, click here.
Restrict eBay case responses
This is part of a configuration that determines which actions are available to your Support Agents when they are handling eBay cases. For an overview of the restrictions and actions, click here
This tab is displayed only if you have xSellco's Repricer. To learn more about Repricer, click here.
- PAN-EU Amazon Fulfilment Channel
This setting applies only if your company has enrolled on Amazon's Pan-European FBA program.
Select a Pan-EU Amazon Fulfilment Channel from the menu. This is the fulfilment channel/country, and setting it here ensures that Repricer will import the correct FBA fees from Amazon for the Client’s FBA products. If you aren't sure of the fulfilment channel, contact Amazon support for help.