eDesk Reviews

Plugs and integrates into all the various channels we need to plug into and provides customer information and data within the help desk ticket. Being able to provide Multi-lingual support in our native language is a fantastic feature as is the ability to utilize response templates. Feedback mechanism works very well and easy to customize to our assorted needs.

Needs to offer an integrated and customizable knowledge base. Ticket numbers are difficult to find. In general, reporting is good but simplistic and needs to be enhanced.

Brings all customer queries from all platforms into a single mailbox. Templates are great and the system has saved us so much time. When I had a problem with messages not sending I contacted the chat and spoke to Aine whom was very helpful.

There was an update and now the AI suggestions are difficult to select. You have to hover and try and select the response which can be tricky. In the past before the update you could click on the option easier.

When "eDesk" was "xsellco" it actually worked, so that was nice.

It doesn't work. You have to close out the software sometimes to get it to refresh. You will occasionally not be able to open attachments, use snippets, or copy/paste. You will check all folders to make sure there are no overdue messages and then come in the next day to several messages that spontaneously appeared overnight. The "To Do" folder will say one number but then there is not that number of messages in the folder, so the information it displays isn't correct. Every time we try to talk to customer service, they tell us how to sort the messages within the folder, which is not even the complaint we have (though the filters do reset every single time you leave the folder, so you have to re-organize all of your filters every time). Overall it is a terrible site that took away all of the functionality that it previously had. They claim that it is six times faster to answer emails, but it takes twice as long. It reformats your snippets in messages to add extra spaces that need to be taken out every time. It is all ridiculous, especially because it USED to work.

Clean easy to use User Interface, snap shot view, grouping priority messages based on smart AI messaging.

Nothing to mention at present everything works as it should do.

Multi Channel functionality and to be onboard with a growing company who are actively investing and improving the platform on a noticeable timescale... When we first started using the platform we thought it was great value and did a good job, although there were a few naff bits. However through feedback and their own growth the platform has grown to match all and now offer more features than the more renowned systems.

I like that the interface is very easy to use. It helps me to seamless manage my customer service across all of the online marketplaces.

I do not like the fact that i cannot create new messages to customer directly through the online software portal.

XSellco Helpdesk is the best Message compiler ever. Such a great product. And amazing price

I don't have any issues with XSellco Helpdesk.

This is a fairly easy to use program. You are able to link all your sales channels and social media accounts to the program to have your customer service in one place.

We have had some glitches with the auto responders but every time we have reached out to customer service they are eager to help

easy axes to emails and ticket handling

customer service is hard to find and have easy resolutions

Ability to use templates to save writing same responses to customers.
Functionality on iPhone app (although it's not wonderful, and it's hard to select response from drop-down menus on iPhone).

Would like more integration with Linnworks, and courier website to allow the tracking link to view more information rather than just taking us to a Google search for the tracking number (which doesn't do anything)

It has taken all of our marketplace messages, from eBay to our website and combined them all into one easy to understand message inbox, it is ordered so your always replying to the most urgent messages first no matter which marketplace the message has come from, it also has a count down timer next to each message so you know how long each message has been waiting, particularly important when Amazon requires a reply in 24 hours.
One of the main advantages is that most if not all messages sent from a customer will import into one message thread, so if a customer is trying to play customer services off different representatives it is great for reading back through what has or hasn't been said, both by the customer and your own customer services. There are a number of other features such as auto reply's and folder sorting an flagging that we haven't used, but they seem like very useful features for some business.
One area that has helped greatly save time is the template feature that drags in customer information, allowing you to have a list of predetermined reply's but the emails are still personalised to the customer, with names, addresses, usernames etc all importable to a message.
Xsellco are always developing the platform and adding new features, live chat is something we plan to explore further in the future, all in all a great bit of software.

From a set up point of view, having to attach each market place individually for each country you sell in can be a long process, given the Amazon integration requires a little more work than the eBay sites also, that is more to do with Amazon and eBay, rather than Xsellco though.
Their is a lot too Xsellco also and option can be hidden in menus you'd not think to look in.
I think an ability to have a test environment within Xsellco would be beneficial for automated reply testing and generally helping you test templates etc.
The live chat does need fleshing out a bit, but as previously stated, they are updating all the time.
Overall not many negatives.

The biggest pro is the fact that you can see the order details in the sidebar when dealing with tickets, this is the biggest win over other helpdesk software we demoed. Xsellco offer all the details that you need. The usability/UX design is really nice, and templates are super for saving time.

The organisation and filter options of the tickets, allowing the customer greater control. This could be greatly improved. The biggest improvement we would like to see is the ability to easiest group list the tickets by sales platform. We use to be able to do this in Zendesk and it was perfect.

Secondly the way tickets are auto assigned 'Type' from Amazon is set, and does not allow the customer to alter. A lot of tickets are assigned 'System Message' when they should not be.

There are quite a few other tweaks that would make it run smoother from a usability point of view.

Easy to setup, sufficient text/video guides & webinars to help new users get started.
App store integrations are simple and intuitive.
Ticket management is hassle-free, entire team can access & engage our customer queries.

Slightly expensive compared to other tools in this space.
Social media integration is not as effective as we had hoped for.
Not an ideal fit for enterprise use-cases.

Clean and simple user interface.
Visualisation of data is perfect for our user to take in.
Everything integrates into the same dashboard.

Filtering message by a channel is not possible or not obvious.
When hovering over the heart icon or the bell, there isn't anything to explain what this is. Iconography is great but only if the user is informed as to what it is. A heart icon to one person could be understood as something completely different to another person. Tooltips never hurt anyone.

- One of the tightest integrations with Amazon and eBay we have come across.
- Out of office responses that actually work with Amazon.
- User friendly. Very quick and easy to setup.
- Clean interface that is relatively customisable.
- Good support for different languages.
- Good automation with templates and rules.
- Folders allow for the addition of custom ticket labels.

- Poor chat widget - we chose to use a different provider for this functionality which is a shame as it is not all under one hood.
- Average reporting features that do not allow for exclusion of spam from ticket volumes and lack granular control.
- Habit of truncating long message subjects (although I think this has been resolved now).
- Search feature lacks ability to search custom fields without careful selection of correct customer filter in advanced search.

The ability to create rules, also the ability to be able to have the tickets automitcally assigned, and the tags are excellet to have as well so we can sort out the workload and see where we need to have priority.

Would love to have the ability for e-desk to not assign tickets if the agents are not logged in. Since they belong to a rule the distribution continues to happen even when they are not here.

graphic user interface

lack of complicated rules to configure
sometimes rules dont not work

It works, they are there when you need help, usually fix whatever the issue is right away.

I really dislike we have to pay for help, we are already paying for a month for their services.
customer service should be included.

Very simple to set up. Good integration capabilities with marketplaces such as Amazon and Ebay. Allows for reviews etc in a single pane of glass.

No API and limited further integration capabilities. Not particularly user friendly when compared to competitor systems.

Easy to use integrations, performance metrics and data are easy to access, constantly updated and informative for decision making and training. Using an inbox as a ticketing software is

The built in webchat is confusing for customers, it often is mistaken for an email contact form. The chat experience is restrictive and feels like instant email, can't tell if a customer is typing or if they have left the chat for good or not.

The user permissions are helpful for structuring a department, but user performance data under Insights is still available to those without permissions in the home tab, which defeats the purpose of user permissions

Not many competing help desk services do a good job of combining eBay and Amazon support into one inbox to create trackable tickets that can be handled by a team.

It is pricy, especially when combined with other XSellco products. They all work very well, but the monthly or yearly costs really add up. At the end of the day, we continue using them so it must be worth it :)

Fusion - I love how easy it is to complete emails, how it groups all the history together and fills out all of the customer's information.

Repricer - this is great, simple to use and I love how I can make many decisions from the data Xsellco gives.

Bulk import/export - Such an easy section to use and saves so much time for bulk repricers!

I wish their was an "update" button when a repricer/static is set, rather than simply "refreshing" the page. This can sometimes glitch out and now save your static which is irratating.

If you're a Shopify or Magento merchant, this customer service software is a must. We used to have various plugins or systems that would pull in customer order data, or have to manually copy and paste the customer's email address into Shopify to search for their order details.

Not with Xsellco! You get a unified view of a customer straight in your helpdesk inbox - and can see their order information, delivery information and product information at a glance. You can even have handy canned responses based on delivery data or product data.

It's a huge time saver and very helpful for us - and at a fraction of the cost of a lot of other helpdesk systems.

Some of the interface needs work, but when you get used to that there are 0 issues in using the system.

Easy to setup and user-friendly. Unlimited user accounts.

Helpdesk: It does not filter all system messages and junk. This is a problem since monthly plans are billed according to number of support tickets. This wouldn't be a problem if pricing is billed per user, like SalesForce.

Feedback: It does not filter out refunded orders. This is the most important feature for us. We send emails for product reviews. Our return rate is about 5%. We can not send product review emails for the returned orders.

It does not have global black list for Amazon customers who opted out from emails.

Order download speed is very slow. After 3 days, about 900 orders were downloaded. FeedbackFive downloaded 36,865 orders in 3 hours.

Repricer: We are a private brand. I don't actually need a repricer, but I need to find out piggyback sellers who list knock-offs on our product pages. Repricer doesn't have this feature, but if you can add asin tracking feature showing piggyback sellers, private brands would buy it.

Has a lot of features for a very good price compared to competitors.
Have used for 2+ years and would not consider changing as never had any problems, any small things customer services has sorted out asap.

not the best interface and could look a bit more appealing. Could make some features a little less clumpy