Smart Tools are eDesk’s most powerful features. They enable you to create smart workflows, route tickets and automatically reply to repetitive customer questions, so you can reply as fast and accurately as possible.

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: certain Smart Tools features might only be available on the Team, Enterprise, and Professional plans or if you have the eDesk Feedback or Chat Add-on. To find out more about this, click here.

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 Team, 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! eDesk can also auto-respond to customer messages with a template, e.g., to tell them the office is closed, or to answer a commonly-asked question.

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Using Templates to save time
 

Using 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. 

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Creating Invoice Templates

Using 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 eDesk

Tag 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 Messages

Feedback 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.

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Respond faster with Snippets

Customer 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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Installing a Live Chat and Contact Forms on your website

How does the Live Chat work for your customers and your team?
 

09 Artificial Intelligence

Accelerate your response time by creating your own one-click responses, using customized AI templates and the magic button.

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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Respond in one click with AI Templates

Quick Reply Responses