Reference · built on requestConnectorSupport & service desks

eDesk

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

Request accessPricing ↗

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.

Inputs

  • 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

Requirements

  • 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