This help file will guide you through what actions to take if you can't access certain screens in eDesk.
Before you start
- You need to have an eDesk account. To find out how to create one, click here.
- Some troubleshooting might require an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
Check your Permissions
The most common reason why certain features are missing or not showing in your account is if you don't have access to it.
Example: you're logged into your eDesk account but the Mailbox tab is missing.
To get around this, you can follow the instructions below:
Get in touch with an Admin user in your eDesk account and ask them to review your Permissions in the Settings → Company Settings → Users section. They will be able to either update your User Role or your User access with the permission to view the Mailbox and you will have access then after you log out and log back into your account.
Check your Subscription plan
Another common reason why certain features are missing or not showing in your account is if the feature itself isn't included in your eDesk subscription plan.
Example: if you're using the eDesk Essential plan, you won't have access to Message Rules or Auto-Responders.
If you wanted to access these features, you can simply follow the instructions below:
- Get in touch with an Admin user in your eDesk account and ask them to upgrade the account in the Settings → Company Settings → Subscription section so you can have access then.
Still experiencing issues?
Don't hesitate to contact our Support Team for help!