We’re delighted to announce our new “Ticket Share” feature, which allows for off-platform escalation and collaboration with individuals, teams or companies outside of eDesk, who aren’t required to be set up as users on your account, and yet still maintain a centralized record of that collaboration within the ticket.

Sometimes you might need to escalate to a third party or a supplier, or maybe you want to loop in another colleague within our organization but outside of eDesk. With our new ticket share feature, you can easily share the ticket with external parties, giving them the full ticket thread and, if enabled, your shopper’s order information.

Here’s a video walkthrough of the feature, more information is available on our help centre here.