Analyze and optimize support operations with comprehensive real-time reporting
A full suite of up to the minute reports on all aspects of your customer operations, enables you to make better decisions in resource, channel and product management.
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.
NEVER MISS AN SLA
Understand your SLA compliance, channel by channel
With each marketplace having their own SLA requirements – and customers expecting shorter and shorter response times – managing your SLA adherence has never been more important. In eDesk you can track how your team is performing when it comes to SLAs, based on each channel’s individual rules.
AI AGENT ASSIST
Maintain excellent support, even during peak periods
Use our powerful insights to determine team coverage needs. eDesk’s dynamic heatmaps identify the busiest periods for queries and how the on-duty team handled the workload. From there, you can predict peak periods, scale your team accordingly, and improve the quality and efficiency of responses to your customers.
The software is great and so good I tried the helpdesk, eDesk. WhileI didn't think I needed it, it has actually helped my business more than the Repricer. LOVE eDesk, CUSTOMER FOR LIFE!"
Eric Marcovitz
April 2017
FULL PERFORMANCE VIEW
Gain a full understanding of team and individual performance
eDesk insights are like a personal assistant for support managers. Within eDesk, you can get a full view of the team’s performance – see how many tickets agents are handling, monitor average handling time, as well as their individual CSAT scores. Quickly identify where your team can upskill and who your top performers are.
AUTOMATED WORKFLOWS
Improve the overall business with in-depth product insights
The support team are the eyes and ears of the business. With eDesk’s insights you’ll be able to report back to the wider business about which products have the best and worst reviews, trends in product sales, as well as products that are generating the most tickets or returns. These invaluable insights will help with business decisions that drive company growth.
We know we have a winning combination of quality service and products because almost half of customers purchase again within six weeks.
Brendan Toone
Direct Sales Manager at Sauder Furniture
Streamline and optimize your entire support operation
Start with a 14-day free trial that includes every feature, then pick the plan that’s right for you.
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