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eDesk Logo

eDesk

eDesk; the most scalable eCommerce customer support tool for

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eDesk Pricing, Features, Reviews and Alternatives

eDesk product overview

Price starts from

59

Per month

Usage Based

What is 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.

Key benefits of using 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
  • Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

    FAQs/Forum
    Email/Help Desk
    Chat
    Phone Support
    Knowledge Base

    Training options

    Live Online
    Documentation
    Videos
    Webinars

    eDesk pricing information

    Value for money

    4.2

    /5

    60

    Starting from

    59

    Per month

    Usage Based

    Pricing options

    Free plan
    Subscription
    Free trial
    Pricing range

    Value for money contenders

    eDesk features

    Functionality

    4.2

    /5

    60

    Total features

    44

    5 categories

    Most valued features by users

    Third Party Integrations
    API
    Reporting/Analytics
    Reporting & Statistics
    Customizable Templates
    Alerts / Escalation
    Knowledge Base Management
    Voice Mail

    Functionality contenders

    eDesk users reviews

    Overall Rating

    4.5

    /5

    60

    Positive reviews

    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8.32/10
    Rating distribution

    5

    4

    3

    2

    1

    36

    17

    6

    1

    0

    Pros
    Overall a good value product. Price has increased recently which was quite big but in general a very good product as helps us combine emails from all our sales channels.

    AB

    Amir B.

    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.

    AR

    Anonymous Reviewer

    The helpdesk that imports all of my customer service messages is amazing, streamlined, and easy. I love having the ability to create user logins for each of my customer service reps.

    AR

    Anonymous Reviewer

    Cons
    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.

    RK

    Rachel K.

    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.

    RK

    Rachel K.

    Having couple problems with Amazon channel , if the message is sent out directly from amazon then i would not update in Xsellco.

    AA

    Agnese A.

    Overall rating contenders

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8/10

    Share this review:

    Excellent customer support software

    Reviewed 4 years ago
    Pros

    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.

    Cons

    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Has saved us time and money

    Reviewed 7 months ago
    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support

    Share this review:

    It used to be so good

    Reviewed 2 years ago

    Overall, we are disappointed with the product and the service.

    Pros

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

    Cons

    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...

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8/10

    Share this review:

    Review

    Reviewed 4 months ago

    ok

    Pros

    graphic user interface

    Cons

    lack of complicated rules to configure sometimes rules dont not work

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Great chat support

    Reviewed 5 months ago
    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.

    eDesk FAQs and common questions

    Q. What type of pricing plans does eDesk offer?

    eDesk has the following pricing plans:
    Starting from: $59.00/month
    Pricing model: Subscription
    Free Trial: Available | (No Credit Card required)


    Q. Who are the typical users of eDesk?

    eDesk has the following typical customers:
    Freelancers, Large Enterprises, Mid Size Business, Small Business


    Q. What languages does eDesk support?

    eDesk supports the following languages:
    English, French, German, Italian, Spanish


    Q. Does eDesk offer an API?

    Yes, eDesk has an API available for use.


    Q. What other apps does eDesk integrate with?

    eDesk integrates with the following applications:
    Adobe Commerce, WooCommerce, PrestaShop, Twitter, Mirakl, Meta for Business, Instagram, Linnworks, BigCommerce, Shopify


    Q. What level of support does eDesk offer?

    eDesk offers the following support options:
    FAQs/Forum, Email/Help Desk, Chat, Phone Support, Knowledge Base

    Common eDesk comparisons

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