eDesk

4.4 (71)
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eDesk; the most scalable eCommerce customer support tool for

About eDesk

eDesk helps online retailers deliver seriously extraordinary customer service, everywhere they sell. Designed specifically for eCommerce professionals, eDesk’s AI-powered automation tools streamline customer support processes and reporting. This means users can respond quickly to customer queries and take time back to focus on selling more.

Through its App Store, eDesk offers more native integrations than any other customer support software. It seamlessly integrates with Amazon, as well as 75 other marketplaces, webstores, logistics tools and social networks. This means your support agents can access end-to-end order data with just one click.

eDesk is also the only customer support solution on the Amazon and Walmart developer councils.

To meet the needs of online sellers, eDesk has developed a whole suite of award-winning eCommerce tools. These include:
eDesk Smart Inbox which centralizes all your incoming messages and uses time-saving AI to automatically group queries, prioritize urgent messages and suggest responses.
Insights which automatically analyzes support tickets and feedback so brands can make informed business decisions.
Live Chat and Knowledge base which both enable customers to resolve their queries in real-time.
Feedback which automatically sends out targeted review requests to improve your seller ratings.

eDesk is trusted by thousands of customers worldwide. Each month, it powers over 14 million conversations, which generate billions of dollars of eCommerce transactions annually.


Key benefits of eDesk

  • Incoming support tickets automatically organized, prioritized and assigned to the most experienced agents for a faster response
  • Native integrations with every major marketplace, webstore, and social media channels for a seamless connection experience
  • AI generated suggested responses to enable you to solve tickets in a single click
  • Marketplace SLA countdown so you never miss a deadline
  • Automated responses to cover when your support team aren't available
  • Customizable message templates to enable lighting fast responses
  • Track key metrics like response times and message volume to identify areas which may need improvement.
  • Unlimited tickets with every package
  • Automatically translate all incoming foreign language queries to help you expand globally
  • Knowledge base to empower your customers to solve their own queries
  • One-click invoice generation so you don't have to waste time creating them yourself
  • Creates rules to automatically route tickets to the best suited agent

  • Images

    eDesk Software - Easily meet SLAs and deliver extraordinary customer support for all your channels from within one intuitive dashboard, built for team collaboration.
    eDesk Software - Support the customer, not just the ticket. eDesk shows a full support and order history for every client, enabling smarter decisions and better relationships.
    eDesk Software - Reduce response times, increase efficiency and productivity, and eliminate repetitive tasks with our built-in automations.
    eDesk Software - Use Live Chat and it’s additional features, such as chat prompts and self-service links, to boost your business and build better relationships.
    eDesk Software - Powerful built-in reports help you analyze, understand and share key metrics about your support team, your customers, products and sales.
    eDesk Software - eDesk's powerful Ticket View allows you to consult all your order and customer information directly on your tickets, at one glance.
    View 7 more
    eDesk video
    eDesk Software - Easily meet SLAs and deliver extraordinary customer support for all your channels from within one intuitive dashboard, built for team collaboration.
    eDesk Software - Support the customer, not just the ticket. eDesk shows a full support and order history for every client, enabling smarter decisions and better relationships.
    eDesk Software - Reduce response times, increase efficiency and productivity, and eliminate repetitive tasks with our built-in automations.
    eDesk Software - Use Live Chat and it’s additional features, such as chat prompts and self-service links, to boost your business and build better relationships.
    eDesk Software - Powerful built-in reports help you analyze, understand and share key metrics about your support team, your customers, products and sales.
    eDesk Software - eDesk's powerful Ticket View allows you to consult all your order and customer information directly on your tickets, at one glance.

    Not sure about eDesk? Compare with a popular alternative

    Starting Price

    $0.00
    month
    $0.01
    one-time

    Pricing Options

    Free version
    Free trial
    Free version
    Free trial

    Features

    75
    101

    Integrations

    25
    20

    Ease of Use

    4.4 (71)
    4.7 (7)

    Value for Money

    4.1 (71)
    4.7 (7)

    Customer Service

    4.4 (71)
    5.0 (7)
    Green rating bars show the winning product based on the average rating and number of reviews.

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    Reviews

    Overall rating

    4.4 /5
    (71)
    Value for Money
    4.1/5
    Features
    4.2/5
    Ease of Use
    4.4/5
    Customer Support Software
    4.4/5

    Already have eDesk?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 71
    Verified Reviewer
    Overall rating
    • Industry: Consumer Goods
    • Company size: 11–50 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Great chat support

    Reviewed on 04/02/2022

    Pros

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

    Cons

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

    Jerry
    Overall rating
    • Industry: Retail
    • Company size: 2–10 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Easy to use, effective, effecient

    Reviewed on 29/08/2023

    Utilize for all customer support uses. Saves time and allows for small support team.

    Utilize for all customer support uses. Saves time and allows for small support team.

    Pros

    Best help desk software out there. Excellent automation, easy to set up, good reporting, able to integrate to all channels, multi-language support,

    Cons

    Nothings comes to mind as eDesk solves all our needs

    Alternatives Considered

    ChannelReply, Freshdesk, Gorgias, and Zendesk Suite

    Reasons for Choosing eDesk

    Better product, easier to use, ability to integrate to all channels natively vs needing assorted plugins which did not work for us

    Switched From

    Zendesk Suite

    Reasons for Switching to eDesk

    Considered eDesk the best all in one solution
    Frank
    Frank
    Overall rating
    • Industry: Retail
    • Company size: 2–10 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 0.0 /10

    eDesk Review: Poor Communication and Overbilling Issues

    Reviewed on 19/09/2023

    As the CEO of a small business, I regretfully have to advise others to steer clear of eDesk based...

    As the CEO of a small business, I regretfully have to advise others to steer clear of eDesk based on our experiences.Multiple Plans Added to Cart:The very first problem arose during the checkout process. We had initially placed the Professional plan into our cart but reconsidered and chose the Performance+ plan the following day. However, the checkout process didn't give us a chance to review our cart, and we were unknowingly billed for both plans.Customer Service's Misstep:During the setup, we sought assistance through eDesk’s customer support feature. The customer service representative informed us that we were running two plans simultaneously and offered to remove one. Assuming it was a system glitch possibly related to a trial we used previously, we agreed. To our surprise, they removed the less expensive Performance+ plan that we had intended to use.Misleading Ticket Counts:Adding to the confusion, eDesk claimed that we had 130 support tickets when we actually had no more than 5. They used this claim to justify not allowing us to switch to the more suitable Performance+ plan. After a strenuous review of the Json file ourselves, it became clear that their ticket count included emails processed even before we had an eDesk account.Lack of Accountability:When we confronted eDesk's Customer Success Manager, about these egregious errors, they stated that they had no understanding of how their own billing or ticket system works or ticket system works.

    Pros

    It centralized our messages and the AI feature, although extremely limited by comparison to most other program's, did organize our inbox somewhat automatically.

    Cons

    Glitchy check out, I was shopping their website one day, and decided to come back to it the next day. I did not realize I had their more expensive program in our "cart" as I was now on a new tab. When I went to check out the program most fitting for us, it checked out both services which we didn't know until several days laater.

    Alternatives Considered

    Zendesk Suite

    Response from xSellco

    Dear Frank,

    We greatly appreciate you taking the time to provide feedback on your experience with eDesk. Your insights are invaluable to us, and we are committed to addressing any concerns you have raised.

    Regarding the points you've mentioned in your review:

    Plan Selection Clarification: We understand that there may have been some confusion during the plan selection process, and we'd like to provide further clarification. You initially trialed our user-based plan, and when you decided to make a purchase, our system retained your selection of the user-based plan with the optional AI add-on. Upon clicking "Pay with this card," which you registered with us, our system processed the purchase accordingly. It's important to note that customers who try our user-based plans do not have the option to switch to ticket-based plans on the subscription page. Therefore, the selection of both plans simultaneously would not have been possible.

    Customer Support Interaction: We apologize for any misunderstanding during your interaction with our customer support team. Providing clear and accurate assistance is a top priority for us, and we genuinely appreciate your feedback. We have conducted an internal review of your case and, aside from the need for improved communication clarity, we could not identify any other issues.

    We would like to express our gratitude for your initial response to our Chief Customer Officer. However, we have not received a response from you in the past few days, and we would like to continue our conversation. Your satisfaction is important to us, and we are here to assist you further.

    Best,
    Eamon

    Andrew
    Overall rating
    • Industry: Textiles
    • Company size: 11–50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Has saved us time and money

    Reviewed on 06/12/2021

    Pros

    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.

    Cons

    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.

    Alternatives Considered

    Replyco

    Reasons for Switching to eDesk

    Quicker sending and receiving messages. Less glitches.
    Dylan
    Overall rating
    • Industry: Electrical/Electronic Manufacturing
    • Company size: 11–50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 7.0 /10

    Honestly, eDesk just works

    Reviewed on 30/08/2023

    Pros

    Don't miss a customer inquiry ever again. eDesk has helped me keep tabs on customer correspondence and has put our team into the category of companies that take care of their customers.

    Cons

    I don't know if I have found it yet, but we need some automatic programming tools.Preset programs that will sort customer emails based on eDesk users already use.

    Showing 5 reviews of 71 Read all reviews

    eDesk FAQs

    Below are some frequently asked questions for eDesk.

    eDesk offers the following pricing plans:

    • Starting from: $0.00/month
    • Pricing model: Free Version, Subscription
    • Free Trial: Available

    Choose the plan that scales with your stage of growth: Whether you are just starting out or have large customer service teams, we have pricing to suit your individual needs. Ticket based pricing User based pricing

    eDesk has the following typical customers:

    Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    eDesk supports the following languages:

    English, French, German, Italian, Spanish

    eDesk supports the following devices:

    eDesk integrates with the following applications:

    Adobe Commerce, AfterShip, Aircall, BigCommerce, Brightpearl, ChannelAdvisor, ChannelEngine, Gmail, Instagram, Linnworks, Meta for Business, Microsoft Outlook, Mirakl, PrestaShop, ShipStation, Shippingbo, Shopify, StoreFeeder, Twitter/X, Veeqo, Volo, WhatsApp, Wix, WooCommerce, Yahoo Mail

    eDesk offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

    Related categories

    See all software categories found for eDesk.