Reference · built on requestConnectorSupport & service desks

eDesk

Marketplace tickets, messages, sales orders, and tracking codes from eDesk through its REST API.

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About

eDesk is a help desk for sellers on marketplaces and web stores. A ticket carries a type such as OrderQuery or Refund, a status, a channel, an owner, tags, and a link to the sales order it concerns. Sales orders hold the seller's order id, items, amounts, addresses, and tracking codes, and can be pulled from a marketplace by id. The API is served at api.edesk.com/v1.

Through Fibric, an operator reads tickets as they change, matches each to its sales order and tracking, and proposes a reply, an internal note, an order note, or a change of status, owner, or tags for your approval. Nothing reaches a marketplace until you approve it; each approved change is applied once and logged with its reason and its undo.

This is a reference listing. It documents what Fibric would read from eDesk and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

What it reads

  • Tickets through GET /tickets, filtered by status, type, channel, contact, owner, sales order, and created or last-updated date
  • Ticket fields including type, owner_user_id, tags_ids, sales_order_id, custom_fields, ai_classification, and time_left_to_reply
  • Messages and notes on a ticket, each with a type of Message or Note and a direction of Incoming or Outgoing
  • Sales orders through GET /sales-orders, with seller_order_id, status, order_items, total_amount, ship_to, and tracking_codes
  • Channels through GET /channels, with type, name, country, and currency
  • Users, contacts, tags, tag groups, templates, and order notes

Proposed actions

  • Target capability: propose a reply or an internal note through POST /messages, with a type of Message or Note and the send flag
  • Target capability: propose a status, owner_user_id, tag_ids, or sales_order_id change through PUT /tickets/{ticketId}
  • Target capability: propose an order note on the sales order a ticket concerns
  • Target capability: propose a marketplace order pull through POST /sales-orders/pull by channel_id and seller_order_id

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Answer a where-is-my-order ticket

    When an OrderQuery ticket arrives, the operator reads the sales order's status and tracking_codes and proposes a reply with the carrier and tracking link for your approval.

    With WISMO Deflection

  • Review a refund request

    When a Refund ticket arrives, the operator gathers the sales order, its total_amount, and earlier tickets from the same contact, and proposes a reply and an order note.

    With Concession Review

  • Keep the reply clock

    The operator watches time_left_to_reply on open tickets and proposes an owner and a Priority status before the window closes.

    With Breach Watch

  • Triage by ticket type

    The operator reads a new ticket's type and ai_classification and proposes tag_ids and an owner_user_id.

    With Ticket Triage

What it needs

  • An eDesk account with an API token generated from the dashboard's API token page
  • Channels connected in eDesk for each marketplace or store whose tickets and orders the operator should read
  • For order pulls, the paid pull-orders feature; an account without it receives a 403
  • For Mirakl channels, the Default messages recipients setting configured, or sent messages fail with error code 4024
Authentication
An API token generated in your eDesk account at dashboard.edesk.com/api-token, sent as a bearer token in the Authorization header.

Limits

  • Ticket type and priority cannot be changed through PUT /tickets/{ticketId}; Priority and Unpriority are status values
  • A message that was already created cannot be changed; only notes can be edited
  • Order pulls are capped by age: 2 years on Amazon, 90 days on eBay and Bol, 180 days on Walmart, 12 months on Allegro
  • The reference lists no webhook endpoints and refers to a rate limit without publishing its numbers; changes are found by polling last_updated_at

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request eDesk

Questions and answers

Which marketplaces can eDesk pull an order from by id?
POST /sales-orders/pull takes a channel_id and a seller_order_id and supports Amazon, eBay, Magento, Shopify, BigCommerce, Walmart, Cdiscount, Mirakl, Kaufland, Otto, Allegro, Bol, Fnac, Darty, and ManoMano. Pulling orders is a paid feature; an account without it gets a 403.
How does a reply differ from a note in the eDesk API?
Both go through POST /messages with a ticket_id and a body. A type of Message is queued for the channel when send is true. A type of Note stays internal and is never sent. Once created, a message cannot be changed; only notes can be edited.
Which ticket statuses does eDesk use?
Scheduled, Spam, Unread, Read, Unpriority, Priority, Archived, Open, Pending, and Closed. GET /tickets filters by any of them and PUT /tickets/{ticketId} sets one. Ticket type and priority are not editable through that endpoint.
Ask about eDesk

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with eDesk through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy