15 years helping Israeli businesses
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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
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Verified Reviewer
Verified LinkedIn User
Consumer Goods, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Great chat support

5.0 2 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.

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 9 months ago

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

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 8 months ago

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

8 months ago

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
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 2 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.

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 9 months ago

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.