OneDesk for Wholesale Support Work Management
How does OneDesk help my Support team?
Provide Reliable Support for Retailers and Bulk Buyers
Answer Retailer Questions Quickly with B2B Ticketing
Wholesale retailer support teams assist buyers with placing orders, resolving issues, or accessing product info. Use OneDesk's help desk features to manage these B2B support tickets via portal, email, or phone. Create custom views based on retailer size or issue type. Track resolution times against partner support SLAs. Report on common retailer support needs.
Retailer Knowledgebase Answers Common Order Questions
Organize tasks for supporting wholesale/retailer accounts, such as resolving order discrepancies, handling return merchandise authorizations (RMAs), or providing product information. Break down RMA processing into subtasks. Set dependencies requiring manager approval for large credits. Schedule follow-ups on issue resolution.
Measure Time Supporting Retailer Orders
Support teams assisting wholesale/retailer accounts track time spent resolving order issues, managing returns (RMAs), or providing product support. Use OneDesk's timer on tickets or log hours via timesheets. Analyze support effort required for different retailers or product types. Improve B2B support efficiency.
Assign and Track Support Tasks for Retailers
Enhance support for wholesale/retailer accounts. Automatically triage incoming inquiries based on retailer tier or issue type (order status, return request, product info). Send automated replies confirming receipt. Assign complex issues to dedicated account support reps.
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