eDesk is a customer support and helpdesk platform built for ecommerce brands, helping teams manage tickets from multiple sales channels in one inbox. Connect it to Omnisend to trigger email or SMS workflows in real time when support tickets are created, resolved, or set to waiting – perfect for support follow-up sequences, customer satisfaction campaigns, and re-engaging customers after their issues are resolved.
Setup Process
Step 1. In Omnisend, go to Apps → search for eDesk → click Connect now.
Step 2. You'll see a list of supported integration features. Enable the ones you want to use:
Ticket Created
Ticket Resolved
Ticket Waiting
Omnisend generates a unique webhook URL for each enabled integration feature. Copy the webhook URL for each selected option - you'll add it to eDesk in the next step.
Step 3. For each enabled use case, create a message rule in eDesk.
Go to eDesk → Settings → Message Rules → click New Message Rule.
In the General section, give the rule a name (e.g., "Ticket Resolved") and check Active.
In the Conditions section, set Ticket status → any of these → select the matching status (e.g., Resolved).
In the Actions section, find the Webhook URL field and paste the corresponding Omnisend webhook URL.
Click Save.
Repeat this step for each integration feature you enabled. Each one requires its own message rule in eDesk.
And that's it! Once your message rules are active, eDesk will start triggering events in Omnisend whenever ticket statuses match your conditions.
💡 How eDesk Message Rules Work
Message rules fire when a ticket transitions to the status set in the condition, not when it already holds that status.
This means:
A ticket that is created and then set to, for example, Resolved will trigger the Resolved rule – the status changed, so the rule fires.
Manually re-applying a status a ticket already has will not trigger the rule – there's no status change.
To adjust the default status applied when an agent sends a reply, go to eDesk → Account Settings → Default Send Message Status and select your preferred default.
What Data Is Passed
Custom Events:
Custom Event Name | Description |
eDesk – Ticket Created | Triggered when a new support ticket is created in eDesk. |
eDesk – Ticket Resolved | Triggered when a ticket's status transitions to Resolved. |
eDesk – Ticket Waiting | Triggered when a ticket's status transitions to Waiting. |
💬 Learn more: Create & Manage Custom Events in Omnisend.
FAQ
Why didn't my rule trigger when I manually changed a ticket status?
Message rules in eDesk fire on status transitions, not on the current status value. If a ticket's status was already set to the value in your rule condition, manually re-applying the same status won't trigger it. That's eDesk's current behavior.
Can I change the default status that triggers when an agent replies?
Yes, go to eDesk → Account Settings → Default Send Message Status to set the status automatically applied when agents send replies. This controls which rules fire during standard agent responses.
Can I sync historical ticket data?
No, the integration only syncs events that occur after your message rules are activated. Past tickets won't be imported.
Why didn't my workflow trigger after a ticket event? Check the following:
The message rule in eDesk is set to Active.
The correct Omnisend webhook URL is pasted in the rule's Actions section.
If all is confirmed and the issue persists, disconnect and reconnect the eDesk integration. If it still doesn't work, contact our Support Team.
Didn't find the answer to your question? Reach out to our Support Team through the in-app chat or at [email protected] – our team is available 24/7.