Resolve complex queries faster with market-leading collaboration features
Ensure customer questions are addressed comprehensively and rapidly, first time. With a suite of collaboration tools you can manually and automatically loop in and track responses from your colleagues.
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Collaborate like never before with:
Streamline support by getting the right messages to the right agents
No more confusion on who’s answering what. Create a more efficient workflow on your support teams by using our AI-powered agent routing. Automatically route messages to teammates based on channel, message type, time of day, and more.
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Achieve fast and simple collaboration with your teammates by using @mention
When a customer service agent needs help from a colleague, they can quickly @mention them in the ticket to loop them into the conversation, keeping a thread of all communication, increasing context provided and accuracy of responses.
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Get answers from all of your colleagues, even if they don’t have an eDesk login
With eDesk’s Internal Share feature, agents can also invite colleagues who don’t have an eDesk account to join the conversation, ensuring that everyone is up to speed on the initial query and any previous responses. This gives the whole business the means to provide great customer support.
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Make it easier to work with manufacturers, operators, and other external sources
In some cases, a customer service agent may need to escalate an issue to a third party, such as a courier or supplier. Easily share the ticket with any external party, giving them access to the full conversation context and, if enabled, the customer’s order information. This centralizes communication and ensures that everyone involved in the support process is aligned and able to provide a resolution quickly.
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Features you (and your team) will love
SLA Management
Set your SLAs and give your team realistic targets for responding to customers.
Filtered Mailbox
Create personalized filters so that you and your team can address messages more seamlessly.
Ticket Tagging
Improve reporting and mailbox filtering by labelling, grouping, and organizing your tickets.
Customer View
See your customers, orders, tickets, tracking numbers, total order value, and more all in one place.
Knowledge Bases
Let customers easily find the answers they seek by building your own self-service help center.
250+ Integrations
With 250+ integrations, eDesk lets you connect anywhere, all from one smart inbox.
eDesk Talk
Connect one phone number with your eDesk to allow your customer service agents to make and receive calls.
External Ticket Sharing
Easily share tickets with external parties, such as suppliers and shipping carriers.
Learn more
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"eDesk gives what we want. The messaging system is very easy to use. I love the idea that you can set the system to automatically assign people in tickets. The email composition is very easy and the filters are awesome! Plus, the eDesk team is easy to be communicated. "
Edgardo Amar
June 2017
FAQs
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Sign up for a 14-day free trial and test out all of eDesk’s features – including our full AI suite.
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Self serve product tour
Not ready to connect a channel but still want to explore eDesk? Try our product tour.
Our guided interactive tour of a demo environment gives you a feel for how it all works – at your own pace
Test out viewing and responding to queries
Get a full scope of what features and insights are available
Get familiar with the product to make your setup a breeze
Book a live demo
Let our product specialists walk you through eDesk and answer any questions
Don’t play a guessing game of how to improve your support. Our experts are on call to listen to your pain points and find solutions, fast.
1-to-1 personalized discussion with our product experts
Address individual team or business issues
Discuss any questions around integrations or setup
Watch demo video
Everything eDesk has to offer, explained in only 3 minutes
Watch our short demo video showing how eDesk can immediately start saving your business time and money with better, more automated customer support.
A quick tour of the eDesk mailbox
Demonstration of efficiency-boosting AI features
A look at ticket view with all customer & order details
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