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eDesk

eDesk; the most scalable eCommerce customer support tool for

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eDesk Features

Features Summary

Functionality

4.2

/5

60

Total features

44

5 categories

eDesk features

API
Alerts / Escalation
Auto-Responders
Automated Routing
Call Center Management
Call Routing
Channel Management
Client Portal

Common features of eCommerce software

API
Activity Dashboard
Alerts/Notifications
CRM
Campaign Management
Cataloging/Categorization
Channel Management
Content Management

Price starts from

59

Per month

Usage Based

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.2

/5

60

Price starts from

59

Per month

learn more

Total Features

44

Unique features

  • Support Ticket Tracking

  • Prioritization

  • Knowledge Base Management

  • Multi-Channel Marketing

Functionality

4.6

/5

21.6K

Price starts from

0.04

Per month

learn more

Total Features

83

Features in Common

3

Unique features

  • For Retail

  • Recurring Invoicing

  • Transaction History

  • Customizable Dashboard

Functionality

4.6

/5

8.3K

Price starts from

Free

learn more

Total Features

17

Features in Common

1

Unique features

  • In-Person Payments

  • Payment Processing

  • Data Synchronization

  • Promotions Management

Common eDesk comparisons

Reviewers who mentioned features said:

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

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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

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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
  • Likelihood to recommend8/10

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E-desk Techincal Support

Reviewed 7 months ago

I have practically trained myself on how the application works, I went from reading the material to appliying it hands on with creating rules, setting tags, and assigning tickets automatically. It is very user friendly and the fact that we have technical support available during our work hours is excellent when reporting issues or asking for help, they are always ready and willing to assist.

Pros

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.

Cons

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.

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

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Helped me well

Reviewed 4 months ago

Thank you to [SENSITIVE CONTENT], she helped me resolve my issue and was very kind throughout the process. i appreciate the efficient and good work

Pros

Emails are easy to navigate. Customer service is easy to contact and know how to help

Cons

I was having issues viewing my emails correctly

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

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Has made our help desk much more streamlined.

Reviewed 5 years ago

Streamlined our customer service team role by providing the right information with the tools to action it.

Pros

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...

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Really useful tool, saves time and has nice UX. Has room for improvement

Reviewed 5 years ago

saves time and brings CS all under one roof.

Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Fantastic UI clean and simple, data is easy to visualize from the dashboard!

Reviewed 5 years ago
Pros

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

Cons

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.

Vendor response

Hi Ben, I really appreciate your feedback! This is really interesting and something I'll definitely pass onto the team. The filtering function in the software is in fact quite granular, so this is definitely possible. Could you send an email to our support team at support@xsellco.com and ask them to put you in touch with me? I'll be happy to go through this with you. Kind regards Lorna

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

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We have been using XSellco's Helpdesk product for over a year and find it largely does all we need.

Reviewed 5 years ago

Allows us to efficiently manage customer messages from all our sales channels.

Pros

- 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.

Cons

- 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.

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

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Excellent, easy to use and function.

Reviewed 5 years ago
Pros

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!

Cons

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.

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

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Excellent for Ecommerce Retailers

Reviewed 4 years ago

Integration with Ecommerce Software Populated canned responses to save time and increase personalisation experience Integration with live chat on website Single view of all customer support channels

Pros

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.

Cons

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

Vendor response

Hi Andy, Thank you kindly for your review. It's great to hear you're finding our software useful for your business. Your feedback is very valuable to us, so we appreciate you taking your time to provide us with it. Feel free to reach out if you ever have any questions. Kind regards, Holly

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

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Great if you need to manage a busy customer service inbox

Reviewed 5 years ago

Time saver, stream lining customer contact for all channels

Pros

Easy to use, reliable, connects with all the services we need, Magento, eBay, Amazon + social channels for customer direct messages. New staff are easy to train up.

Cons

Don't see much in the way of new features or developments but there's not much else missing. As you can't send third party links in eBay or Amazon messages it would be great to have this flagged before sending to stop warning messages from them. It's good to have chat as well but a way to show different button text depending on if agents are available or not would be good, other providers do this.

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

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Great customer support. great software, couldn't manage without it now

Reviewed 5 years ago
Pros

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).

Cons

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)

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

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Convenient platform for helpdesk management

Reviewed 8 months ago
Pros

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.

Cons

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.

Vendor response

Hi Karan, Thank you for this honest feedback. If there are any features you would like to see please leave them in the got an idea section of the app. Our product team pull from this pool every quarter to improve our product

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Sending customer emails was so hard before this

Reviewed 5 years ago

Answering emails, integration with 3rd party software, feedback emails, auto translating customer emails

Pros

Answering emails from customers and assigning to different team members has become so easy. The templates feature is amazing

Cons

UI could be imporved and rules are not the easiest to understand but getting in touch with the help desk always fixes any issues

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

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A great way to communicate with your customers across multiple eCommerce sales channels

Reviewed 5 years ago

Centralized customer communication

Pros

One platform to use for multiple eCommerce sales channels Customer Service email communications. With the ability to create email templates for all kinds of customer inquiries.

Cons

The need for better way to filter out multiple emails that are sent to multiple email address that are all linked to Xsellco.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Easy to Use

Reviewed 6 months ago

[SENSITIVE CONTENT] was a great help, see got my issue dealt with ease!

Pros

Works with so many channels, easy to use and intergrate

Cons

Expensive is being the only issue, would help if it was discounted or maybe a tier as we dotn use most of the features

Vendor response

Thanks Hitesh, We love this kind of feedback

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

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[SENSITIVE CONTENT] Support

Reviewed 6 months ago

[SENSITIVE CONTENT] helped me a lot to configure

Pros

Ease of use of the platform. The UI is nice

Cons

Some tricky configuration. This review ask me a lot of fields and i got only a chat support. You should ask me only for that action, and send in other time this survey.

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

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Great Customer Service Support from [SENSITIVE CONTENT]!

Reviewed 7 months ago

So far, the team finds it great to use. I just had a great interaction with Aine on their Customer Support team, She was very responsive and quickly helped me solve the issue with our account.

Pros

Easy to use, intuitive, great insights. We use it daily for our customer service needs across marketplaces

Cons

As much of the Amazon features that can be included, including Voice of Customer messages. Maybe it's in here, I'm not sure.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Okay

Reviewed 5 years ago

Okay

Pros

Easy to use and support many platforms like Ebay, amazon..... and also Channeladvisor that it the most important for me

Cons

Not really support Walmart as a whole like ebay and Amazon, only forward email but can not open the order via Channeladvisor.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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good experience, there is much to improve

Reviewed 5 years ago
Pros

lots of customization features, supports multiple accounts, multiple languages, all in one place. Supports multi-user and notes.

Cons

sometimes servers are offline, it could be faster. It needs to improve the ebay money back guarantee cases management.

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

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This software is good but very slow. Does almost everything we want. Could have deeper integrations.

Reviewed 5 years ago
Pros

We love that it covers almost all situations from all marketplaces that we sell on. Internal notes and tagging are also key.

Cons

The speed. Xsellco is Slow and very laggy. If everything would load faster, we would be a lot happier and more productive.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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Excellent support

Reviewed 6 months ago
Pros

Edesk live chat support super helpful. [SENSITIVE CONTENT] walked me through everything and was quick to help thank you so much

Cons

can not comment as leaving a review due to very helpful tech support

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Big help from [SENSITIVE CONTENT]

Reviewed 7 months ago

So far we had quite good experience. The customer support always help us to solve our problem.

Pros

I like how easy we can connect Marketplaces and eDesk. [SENSITIVE CONTENT]

Cons

Sometime there are some features missing

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Simple helpdesk solution but with significant limitations.

Reviewed 2 years ago

It did a job for us but we needed a single system to manage all customer contacts and eDesk simply wasn't as good as some of the competitor products,.

Pros

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.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Live Webchat could be better, Sensitive Insights can be found in the Home tab.

Reviewed 6 months ago
Pros

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

Cons

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

Vendor response

Hi Calvin, I'm really sorry to see your disappointment with the product. I've passed your feedback on to our Product Manager. We are currently working to radical overhaul our chat offering. Many Thanks Eamon