General system features

A short presentation on the general features of the EddyDesk system.


The solution is modular, so you have ample opportunities to manage the rights of the system users. To do this, you need to go from the Management to the "Groups, access rights" section.

By default, the following groups are created: administrator, employee and client with the corresponding rights. You can create a new group or edit an existing one. In the settings of each group - you can activate or deactivate the necessary modules, as well as give users the rights to the necessary actions.




The next significant influence on user rights in the system is exercised by "Departments". This section allows you to:

  • to divide the flows of requests; 
  • access to them for your employees. 


For example, you can create a support department and a department of financial matters. Separate the accesses, as a result the employees of one department will not see the questions of other departments, and the manager will be able to control everything. In the same way you can build support levels.


For each Department, you can connect channels through which calls will be received, such as: 

  • e-mail;
  • messengers;
  • social networks. 


When you receive a request from a new user, his contact information is automatically added and the system creates a user card in the "Contacts" section, where you can, among other things:

  • add users; 
  • leave a note and attach files;
  • view contact information;
  • users' request history.


By default, the system has many standard email notifications - you can disable or edit all templates in the corresponding section. In the requests settings you can set the parameters actual for you, change the information display, as well as change the request ID format.


In the global settings are the main settings, including appearance of the system. If you have any difficulties with settings of the appearance, please contact us - our colleagues will be glad to help you!


To automate the work the Dispatcher or Trigger is used (a set of rules). The idea is the following:  you can create an unlimited number of sets of conditions - actions. For example, if a new request comes and it contains the word urgent, we set the priority urgent and send an e-mail to the responsible employee. Thus you can create the necessary notifications, work with SLA terms (terms of request execution) and come up with many ways to automate your work:



Another way to automate your work in the system is Macros - you can perform sets of actions with a request with one click, in case you have a lot of typical actions - this will be relevant.



The system has basic reports with basic information. If you need a unique report, use the section "Report constructor" with an export to Excel/CSV:



Using the "Knowledge base" module you can publish information that is relevant to you. You have the ability to divide access rights by users, make information both publicly available and for specific groups of users. Please note that the "Knowledge base" is also used for prepared answers to customer requests.


Work with user requests in the system is possible through two sections: Requests and Omnichannel.

The Requests section contains all requests coming into the system and all options to work with them. You can also use search and filters to filter the requests. Filters can be both personal (each user sets them for himself/herself), and global - they are set in the system settings for user groups.


The Omnichannel section is provided for working with requests from social networks and messengers and designed for fast processing of customers' requests by operator, has a more simplified and convenient for operational work interface: