Collaborate with colleagues
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.
Escalate to a third party
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.
Get messages in front of the right person – automatically
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.
Working together has never been easier. Try eDesk for free today.
14-day trial • No credit card required • Guided setup