eDesk Reviews

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.

Hi there, Thank you for your review! We always appreciate customer feedback. If you are trying to contact a customer through a marketplace such as eBay or Amazon, you need to go to the Orders tab in your xSellco dashboard > locate the order > Create new ticket. If you have any other questions, please feel free to reach out to us at support@xsellco.com

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

Nothings comes to mind as eDesk solves all our needs

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

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.

I’ve been using eDesk as a support ticket management platform for Etsy, eBay, Amazon, and Shopify. Overall, I find it to be an average solution.

The platform is slightly expensive but offers decent features for managing multiple channels.

. Without doubt, the biggest plus is the connection to all marketplaces. No need to go to every marketplace to answer every customer, everything is synchronized in the eDesk inbox. . Another plus is the immediate availability of all customer information, including order and tracking numbers. If a customer has sent us a message directly, without going through the marketplace, we can also easily link it to their order. . Last but not least, snippets and templates. You can prepare full responses or partial responses, and use them very easily to reply to customers.

One of the key features highlighted by eDesk is its artificial intelligence. We'd have dreamt of a solution that could scan all past exchanges with customers and produce appropriate responses. But very objectively, there's nothing behind it, it's a feature that we never use at all. The number of cases for which it is possible to use their tool is very limited, and a response based on a template is generally much more effective.

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.

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.

Excellent eCommerce connectionsWorks with all channels in all countries etc Ability to pull all information in one place

Some features now cost extra May be too complicated for smaller users

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.

No cons were added to this review

Lots of helpful features and it's very straightforward to use.

Their pricing could be more competitive.

Large number of integrationsFlexible settings Good automation options

Pricing structure can be confusing/expensive for small teams Some previously included features are now extras to pay

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...

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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.

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...

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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.

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.

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.

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

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.

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

- 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.

Hi Jessica, Thanks for your feedback. We are happy to report that your account does include phone support. Our Customer Support team have reviewed your account and cannot see any outstanding items. If there is anything you would like to discuss please get in touch and we will have a team member contact you today. Warm regards, The xSellco Team

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

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

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.

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