This help file will guide you through all the Smart tools available in your account.
Before you start
- You’ll need to have access to all the Smart Tools in your permissions. If you don’t have access, you can request it from an Admin user within your business.
Note: Feedback is available as an add-on. To find out more about this, click here. If you are not subscribed to Feedback, you will not have the Feedback Rules in your Smart tools.
01 Message Rules
Using as many Message Rules as possible will ensure that your customer interactions will always be handled by the right team members. It will also save you time as eDesk takes the burden of manually tagging and assigning tickets.Note: this Smart Tool will only be available on the Enterprise, and Professional plans. To find out more about this, click here.
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Using Message Rules to route and auto-assign tickets
02 Templates
Create ready-to-go templates to help your teams deliver expert customer support in record time! You can also use these templates with eDesk AI to respond to customer messages automatically or provide AI-powered suggestions for manual selection, e.g., to tell them the office is closed, or to answer a commonly-asked question.
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Using Templates to save timeUsing Manual Usage templates to send prewritten messages to your customers
Using Rule-only templates to automate customer support
Let customers know your team is out-of-office with Autoreply and OOO templates
03 Invoice Templates
Using eDesk, you can automatically generate invoices and credit notes for your customers using the Amazon VAT Calculation Service. These can be generated for VAT orders within the EU, using the tax and order information received directly from Amazon.Related Articles
Creating Invoice TemplatesUsing Invoice Templates
Automating your Amazon Invoicing
04 Custom Fields
Custom fields are a very powerful tool in eDesk, allowing you to link additional information to a customer query.
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Custom Fields in eDesk
05 Tags
Tags are a great way to organize the Mailbox, giving your customer support process more structure. Using the right Tag in your eDesk account will keep your Mailbox organized and save you time, ensuring you always find what you’re looking for right away.
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Tags in eDeskTag Groups in eDesk
06 Feedback Rules
Creating and customizing Feedback Rules allows you to request feedback and reviews from your buyers.Note: this Smart Tool will only be able if you subscribe to the eDesk Feedback Add-On. To find out more about this, click here.
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Feedback Rules and MessagesFeedback Rules for Amazon
Feedback Rules for eBay
07 Snippets
Snippets are a handy shortcut for including customer/order information or even common phrases in the messages that you send to customers. Use them in your customer responses to deliver fast, personal, and consistent customer care.Related Articles
Respond faster with SnippetsCustomer Snippets
08 Widgets
Engage your website visitors with a smooth live chat experience using the Widgets, and create contact forms that allow them to get in touch when you’re not available.Note: this Smart Tool will only be able if you subscribe to the eDesk Chat Add-On. To find out more about this, click here.
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Setting up eDesk's Live ChatHow does eDesk's Live Chat work for your customers and your team?
