Let's take a closer look at the Ticket View, which contains all the information and tools you need to respond to your customers fast and deliver a five star customer experience.


This help file describes what's in the Ticket View, and explains how to use it to reply to your customers.

Before you start

  • You'll need an eDesk account. To find out how to create one, click here.

01 Introduction to the Ticket View

Whenever a new customer message arrives into your eDesk, it's put into a ticket. The ticket is shown in your Mailbox and in the Mailboxes of your team mates.

Select the ticket to open the Ticket View, which is where you can view the customer message and any associated order information, and perform actions for that ticket, for example, send a response to the customer, make an internal note, or involve other people that can help you resolve the ticket successfully.

The entire history of the ticket including actions by your team and any follow-up messages from the customer are logged in the Ticket View also so that you can view a full audit trail whenever you need to. Learn more about tickets here.

02 What’s Included in the Ticket View?

The Ticket View gives eCommerce sellers a complete overview of the customer’s message and all related details. This view is not visible to customers.

Ticket information

  1. Ticket status
    The current status of the ticket
  2. Ticket type
    What the marketplace/eDesk have determined is the ticket type. This can be manually changed if needed.
  3. AI Classification
    The classification the AI has given the ticket - based on the first incoming message from the customer. This cannot be manually changed. Displayed only if you are using eDesk AI.
  4. Ticket ID
    The unique identifier of the ticket. Particularly useful when coming into our support team with queries.  
  5. AI Summary
    A short AI-generated summary of the first message from the customer. If you click on the Sparkle icon, you can generate a summary for longer tickets. Displayed only if you are using eDesk AI.

Ticket options

  1. Snooze
    Snooze the ticket to a later time/date
  2. Spam
    Mark the ticket as spam. Note: This will only mark this specific ticket as spam. If the same customer comes in on a new ticket, that one will go into To do. To permanently mark specific tickets as spam, use a Message Rule.  To read more on managing spam, click here. 
  3. Mention
    Use this to mention a teammate on a ticket. Read more here. 
  4. Mark as important/Favourite
    Mark a ticket as important. Or Favourite the ticket. Read more here.  
  5. Assign owner
    Assign an owner to the ticket. Read more here. 
  6. Add tag
    Assign a tag to the ticket. Read more here. 

Customer and Order information

  1. Customer details
    Name and email of customer, if available. Note: Amazon do not provide customer names.
  2. Channel
    The channel which the customer message came in on.
  3. Customer order summary
    The total order value, customer segment and how long they've been a customer. To see more on the Customer view, click here. 
  4. Order information
    Details of the order itself - order number, date ordered, shipping status, tracking number and link (if available), estimated delivery, delivery address and the product(s) and cost of what was ordered.
  5. Order actions
    Allows you to view the order, show in Linnowrks (if connected), open the order in the marketplace, send and view an invoice, open a new ticket for the order and remove the order from the ticket if needed.
  6. Custom fields
    Allows you to add custom fields to the ticket. For more on this, click here. 

Logging and Reply options

  1. Logging
    Logging - user actions, message rules triggered etc. - are displayed throughout a ticket. Click on the link to view the actions.
  2. AI Prompt
    Displayed only if you are using eDesk AI. When the Prompt is highlighted, any suggested AI Smart Reply templates are displayed along the top of the Reply box. For more on Smart Reply, click here. 
  3. Template
    Displayed only if you are using eDesk AI. When the Template is highlighted, any templates you have assigned to a Classification for Agent Assist are displayed along the top of the reply box. For more on Agent Assist, click here.  
  4. Composer
    Displayed only if you are using eDesk AI. Highlight text you type in the reply box and use the Composer to enhance it. For more on Composer, click here. 
  5. Formatting options
    This will show the text formatting options at the bottom of the reply box. 
  6. Manual Templates
    This will show the option to choose your manual templates at the top of the reply box. For more on manual templates, click here. 
  7. Attachments
    Allows you to add an attachment to your message.
  8. CC
    Gives you the option to CC and BCC recipients in your messages.
  9. Reply
    The reply box allows you to respond directly to your customer. 
  10. Note
    Allows you to leave an Internal note for your teammates. Customers will not see this. For more on Internal notes, click here. 
  11. External
    Allows you to send a message to an external email address (like a supplier or courier for example). Customers will not see this. Any replies from the external address will also come in on the same ticket thread. For more, see Section 02 here. 
  12. Share
    Alllows you to share the entire ticket thread with third parties. For more on this, click here. 
  13. Manual templates
    All manual templates that are available for this ticket, which appear when you click the manual tickets icon (6). Note: You can also access your manual templates in the reply box by using the shortcut _ (underscore) and start typing the name of the template.
  14. Formatting options
    All formatting options which appear when you click the formatting options icon (5). 
  15. AI options
    Displayed only if you are using eDesk AI. This option allows you to access the Write with AI option when the reply box is empty and the Enhance with AI option when you have directions typed in the reply box. For more on Smart Reply, click here. 
  16. Schedule send
    Allows you to schedule the message to be sent at a later date/time.
  17. Send status
    Allows you to choose a different status to the default Resolved when sending the message. For more on Send status, click here. 

03 Supercharge your customer support

Now that you're acquainted with the Ticket View, it's time to learn about all the ways in which you can respond to your customers, and how you can automate and speed up these replies using eDesk's AI, snippets, and templates!

Further Readings

For a short video tour of your eDesk Mailbox, click here.

You can also use eDesk's Live Chat to support your customers. For more information, click here.