Solve customer queries faster and more accurately by collaborating with the exact people you need answers from. Better yet, see the entire conversation in one thread so everyone is kept in the loop.
When a customer service agent needs help from a colleague, they can quickly @mention them in the ticket to loop them into the conversation. With eDesk’s new Share feature, agents can also invite colleagues who don’t have an eDesk account to join the conversation, ensuring that everyone has the necessary context to provide great customer support.
In some cases, a customer service agent may need to escalate an issue to a third party, such as a courier or supplier. With eDesk, agents can easily share the ticket with external parties, giving them access to the full conversation context and, if enabled, the customer’s order information. This ensures that everyone involved in the support process is aligned and able to provide a resolution quickly.
For larger organizations, collaboration across teams can be challenging. With eDesk’s collaborative helpdesk, multiple teams can work together in one central location.
For example, a customer service agent can easily collaborate with a member of the product team to provide more detailed information about a product, helping the agent to provide a more accurate and informed response to the customer.
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.