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: Automations & Intelligence features are available on all plans but with some limitations in the Team plan. 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 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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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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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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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

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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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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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09 eDesk AI

Accelerate your response time and manage your tickets more efficiently by enabling automatic or one-click AI-powered responses using customized AI templates. To find out more, explore eDesk AI here.

Note: eDesk’s AI is available by default only on new ticket based plans. If you’re an existing customer and you want access to eDesk’s AI, you’ll need to jump to a ticket based plan. Learn about our plans here.

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