eDesk Features

Allows software to be easily used on multiple mobile devices include phone and tablet devices. This feature was mentioned in 17 eDesk reviews.

As reported in 19 eDesk reviews. Allows users to customize chat colors, text, logos, and branding.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 18 reviewers of eDesk have provided feedback on this feature.

Integrates with other customer service software to improve support and enhance functionality 18 reviewers of eDesk have provided feedback on this feature.

Based on 18 eDesk reviews. Provides analytics tools that reveal important business metrics and track progress

As reported in 18 eDesk reviews. Displays important metrics relating to performance

As reported in 22 eDesk reviews. User Experience of creating and submitting a ticket

User Experience of responding and receiving a response This feature was mentioned in 23 eDesk reviews.

Route tickets based on values of fields, changes to ticket status and time based conditions This feature was mentioned in 22 eDesk reviews.

As reported in 22 eDesk reviews. Respond to common requests with standard reply

Based on 21 eDesk reviews. Offers tools for managing and tracking service-level agreements (SLAs)

Documents and files can be attached to the ticket to communicate with customer issues/resolutions This feature was mentioned in 20 eDesk reviews.

As reported in 21 eDesk reviews. Share and collaborate on tickets with multiple customer service representatives

As reported in 20 eDesk reviews. Central repository for account and contact information

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents This feature was mentioned in 20 eDesk reviews.

As reported in 22 eDesk reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Ability for customer service agents to communicate with customers via live chat to solve problems live 20 reviewers of eDesk have provided feedback on this feature.

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks 17 reviewers of eDesk have provided feedback on this feature.

Based on 18 eDesk reviews. Make and receive calls directly in the application. Track and record calls for analysis.

Provides a repository of information that can be used by those seeking support. 21 reviewers of eDesk have provided feedback on this feature.

As reported in 20 eDesk reviews. Makes articles in the knowledge base searchable on the web.

Based on 20 eDesk reviews. Enables users to engage with other users to solve common issues.

Optimizes the customer self-service experience on mobile devices 20 reviewers of eDesk have provided feedback on this feature.

Based on 20 eDesk reviews. Gives the user targeted, personalized results based on their activity or preferences

Based on 21 eDesk reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks 21 reviewers of eDesk have provided feedback on this feature.

Utilizes artificial intelligence to improve workflows or customer experiences This feature was mentioned in 20 eDesk reviews.

Based on 21 eDesk reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help.

Allows agents to join a customer's browser session and navigate through the website with them.

Based on 19 eDesk reviews. Allows users to customize chat colors, text, logos, and branding.

Archives conversations in a separate location for later reference.

Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner.

Allows for the creation of profiles for contacts and customers.

Provide tools to import data to a third-party marketplace 10 reviewers of eDesk have provided feedback on this feature.

As reported in 10 eDesk reviews. Provide tools to export data from a third-party marketplace

Based on 10 eDesk reviews. Deliver APIs for integration with third-party marketplaces

Ability to manage multiple stores in different languages and currencies 11 reviewers of eDesk have provided feedback on this feature.

Allows users to manage multiple stores on third-party marketplaces This feature was mentioned in 11 eDesk reviews.

As reported in 15 eDesk reviews. Allows users to leave notes or comments on emails or relevant cases.

Based on 14 eDesk reviews. Provides a dedicated space or a thread feature that allows for long-form discussion.

Based on 15 eDesk reviews. Offer in-application assignment and task tracking functionality.

Allows users to create and follow predetermined workflows attached to actions. 14 reviewers of eDesk have provided feedback on this feature.

Allows users to create canned answers or templates for email responses. 15 reviewers of eDesk have provided feedback on this feature.

Integrates without outside software to provide additional functionality or pull information. 14 reviewers of eDesk have provided feedback on this feature.

Provides a tagging system to allow users to sort emails by relevant subject. 14 reviewers of eDesk have provided feedback on this feature.

As reported in 14 eDesk reviews. Analyzes trends in email content and resolution.

As reported in 14 eDesk reviews. Tracks performance and productivity of users inside the application.

Tracks email analytics like emails opened, how long the email was opened for, etc. 14 reviewers of eDesk have provided feedback on this feature.

Allows users to generate text based on a text prompt. This feature was mentioned in 13 eDesk reviews.

Condenses long documents or text into a brief summary. 14 reviewers of eDesk have provided feedback on this feature.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Condenses long documents or text into a brief summary. 16 reviewers of eDesk have provided feedback on this feature.

As reported in 10 eDesk reviews. Allows users to generate text based on a text prompt.

As reported in 10 eDesk reviews. Condenses long documents or text into a brief summary.

Capability to perform complex tasks without constant human input 14 reviewers of eDesk have provided feedback on this feature.

As reported in 14 eDesk reviews. Ability to break down and plan multi-step processes

Works across multiple software systems or databases This feature was mentioned in 14 eDesk reviews.

As reported in 15 eDesk reviews. Improves performance based on feedback and experience

Engages in human-like conversation for task delegation 14 reviewers of eDesk have provided feedback on this feature.

Based on 14 eDesk reviews. Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives This feature was mentioned in 14 eDesk reviews.

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation 10 reviewers of eDesk have provided feedback on this feature.

Anticipates needs and offers suggestions without prompting

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Capability to perform complex tasks without constant human input

Makes informed choices based on available data and objectives