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What Is eDesk?

eDesk helps eCommerce brands deliver seriously extraordinary customer service, everywhere they sell. Our AI-powered automation solutions streamline customer support processes for faster response time, to improve productivity and profitability. eDesk integrates with 250+ marketplace, webstore, social and logistics channels; more than any other customer support software. The suite covers all the help desk solutions, combined with an award-winning Smart Inbox, Live Chat, Feedback and Insights.

Who Uses eDesk?

Uniquely built for online sellers, eDesk’s customer support solutions empower delivery of outstanding customer experiences, in a fraction of the time, everywhere they sell.

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 - Powerful Ticket View with full order and customer details
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 - Reduce response times, increase efficiency and productivity, and eliminate repetitive tasks with our built-in automations.

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Reviews of eDesk

Average score

Overall
4.4
Ease of Use
4.4
Customer Service
4.4
Features
4.2
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Russell
Russell
Director in UK
Verified LinkedIn User
Used the Software for: 2+ years
Reviewer Source

Great System - used for a couple years

4.0 7 years ago

Pros:

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.

Jerry
Owner in US
Retail, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Easy to use, effective, effecient

5.0 last year

Comments: 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

Jake
Partnet in US
Retail, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Great Product, but Shady Company

2.0 last year

Comments: We've used the product since it was called Reply Manager, which was so fairly priced and worked well for our needs. Then it was acquired by XSellco, and it all went downhill. Year after year they increased prices, adding features that small-medium sized businesses may not necessarily need but were forced to adopt. Now as eDesk they again promised certain pricing for us (as a customer for almost a decade, maybe more), and they keep raising the price. No complaints on the product side, it is very robust. But as a company, I am thoroughly upset at their mistreatment and false promises constantly made to us, and would recommend any company trying to keep their support/helpdesk costs under control to stay away and explore other alternatives first. You never know what you'll be forced to pay within the next year...

Pros:

Feature-rich, integrations with marketplaces

Cons:

-Make fake promises -Do not honor their pricing commitments -Will raise prices on you again and again -No regard for customer loyalty

xSellco Response

last year

Hi Jake, It's important to highlight the extensive efforts we've invested in enhancing our product. Over recent years, we've introduced hundreds of new marketplace integrations, significantly improved user interfaces, and advanced AI automation capabilities. This ongoing development reflects our commitment to delivering a product that not only meets but exceeds contemporary standards. Our focus has been on increasing the value of our product substantially while managing to keep our core prices competitive and below the rate of inflation. We believe in offering cutting-edge features and a superior user experience at a reasonable cost. If you would like to let me know your email address I can take a look at your account and see where savings could be made. Our account managemnet team has been in over drive communicating, before during and after any price adjustments so please do reach out to them if you have not done so already.

Verified Reviewer
Verified LinkedIn User
Consumer Goods, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Great chat support

5.0 3 years 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.

Andrew
Director in UK
Textiles, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Has saved us time and money

5.0 3 years 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.

Michael
MD in UK
Retail, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Great Experience

5.0 8 months ago

Pros:

Customer service experience, I recommend [sensitive content hidden] she went out of her way to assist us with a query and if very professional and polite

Cons:

Nothing it is really easy to use, have used for several years

Frank
Frank
CEO in US
Verified LinkedIn User
Retail, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source
Source: GetApp

Alternatives Considered:

eDesk Review: Poor Communication and Overbilling Issues

1.0 last year

Comments: 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.

xSellco Response

last year

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

Loic
European Sales Manager in Germany
Computer Hardware, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Nice solution for Customer Service

4.0 last year

Pros:

. 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.

Cons:

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.

Dylan
Product Manager in US
Electrical/Electronic Manufacturing, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Honestly, eDesk just works

5.0 last year

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.

Janet
Janet
Insurance Agent in US
Verified LinkedIn User
Used the Software for: 6-12 months
Reviewer Source

Made a huge positive difference to our business, wish I'd found it sooner

5.0 7 years ago

Pros:

Made order out of customer service chaos, allowed us to stay on top of customer issues, fully integrated with Amazon Seller Central,

Cons:

Set up was challenging until we got their support team involved in helping us. I recommend reaching out for help right from the start

Norbert
MD in UK
Printing, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

eDesk review

4.0 last year

Comments: I was a bit disappointed that my latest inquiry about a new feature went unanswered. This lack of response impacted my overall experience with the platform.

Pros:

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.

Cons:

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

Viktor
Manager in UK
Retail, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Great customer support solution for eCommerce

5.0 last year

Comments: Excellent solution for customer support for eCommerce business

Pros:

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

Cons:

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

Sam
Manager in US
Retail, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent Product, Highly Recommended

5.0 last year

Pros:

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

Cons:

Their pricing could be more competitive.

Viktor
ECommerce manager in UK
Food & Beverages, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Excellent all in one CRM solution

5.0 last year

Pros:

Large number of integrationsFlexible settings Good automation options

Cons:

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

rob
Dispatch Manager in UK
Retail, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Has made our help desk much more streamlined.

5.0 7 years ago

Comments: 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 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.

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.

alejandra
marketing in Mexico
Automotive, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

edesk as an important part of our business management

4.0 2 years ago

Comments: we have been using this portal as an integral part of our jobs and have allow us to handle customer messaging in a easy way

Pros:

easy axes to emails and ticket handling

Cons:

customer service is hard to find and have easy resolutions

Rachel
Customer Service in US
Retail, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

It used to be so good

2.0 5 years ago

Comments: 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 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.

Calvin
Customer Service Manager in US
Consumer Goods, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

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

3.0 3 years 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

xSellco Response

3 years ago

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

Mohammad Salim
Customer Support Analyst in India
Retail, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

All in one CRM Tool

5.0 2 years ago

Comments: overall experience is pretty decent

Pros:

the email management is pretty good, trails are pretty much visible and is also cost-effective

Cons:

database management is not that great, profile management need improvement

Verified Reviewer
Verified LinkedIn User
, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Great experience

5.0 7 years ago

Pros:

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.

Cons:

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

xSellco Response

7 years ago

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 [email protected]

Reyna
WFM RTA in Mexico
Automotive, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

E-desk Techincal Support

5.0 3 years ago

Comments: 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.

Verified Reviewer
Verified LinkedIn User
Building Materials
Used the Software for: 2+ years
Reviewer Source

Easy to use software

5.0 7 years ago

Comments: Ease of controlling the customer service part of the company from one program

Pros:

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.

Cons:

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

Verified Reviewer
Verified LinkedIn User
Consumer Goods, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

XSellco Helpdesk

5.0 6 years ago

Pros:

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

Cons:

I don't have any issues with XSellco Helpdesk.

xSellco Response

6 years ago

Hi there, Thank you for taking the time to provide us with great feedback. We are so happy to hear you are finding the xSellco Helpdesk beneficial for your business!! If you ever have any questions feel free to contact us. Kind regards, The xSellco Team.

Verified Reviewer
Verified LinkedIn User
Used the Software for: 2+ years
Reviewer Source

Not a good experience

3.0 7 years ago

Pros:

Has direct integration with eBay and other markets. Creating rules is easy. Design is okay. Good reports.

Cons:

Search is BAD, you cannot properly search on this platform. We have bad experience with xsellco. Support is very slow if you have different timezone. Issues are being solved very slow. Error on their end happens all the time

Adam
MD in Jersey
Used the Software for: 2+ years
Reviewer Source

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

4.0 7 years ago

Comments: 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.