About eDesk

eDesk gathers customer interactions from your website, marketplaces and all your social channels into a simple dashboard that your team will love. Spread the customer support load equally among your team, or automatically assign queries to those best suited to solving the issue. With order, product and delivery data to hand, use snippets and pre-built templates to send fast, personalized replies. For common questions eDesk's A.I. will suggest your response so you can answer in just a single click.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

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Key benefits of eDesk

  • Incoming support tickets from all your sales channels in one intuitive dashboard.
  • Native integrations with every major marketplace, webstores, and social media channels - so no need to buy apps!
  • A.I. 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
  • Create a knowledgebase so you can 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

  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, China, Germany, United Kingdom, Ireland, India, Japan, Mexico, United States

    Supported Languages

    English, French, German, Italian, Spanish

    Pricing starting from:

    N/A

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to eDesk

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    Features

    Total features of eDesk: 31

    • API
    • Alerts / Escalation
    • Auto-Responders
    • Automated Routing
    • Call Center Management
    • Channel Management Software
    • Customer Database
    • Customizable Templates
    • Email Management Software
    • Email Templates
    • Feedback Management
    • Help Desk Management
    • Interaction Tracking
    • Knowledge Base Management
    • Live Chat Software
    • Macros/Templated Responses
    • Multi-Channel Communication
    • Multi-Channel Marketing
    • Performance Metrics
    • Queue Management
    • Real Time Reporting
    • Real-Time Chat
    • Reporting/Analytics
    • Self Service Portal
    • Service Level Agreement (SLA) Management
    • Social Media Integration
    • Support Ticket Management
    • Ticket Management
    • Visual Analytics
    • Workflow Configuration
    • Workflow Management Software

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    Reviews

    Overall rating

    4.4 /5
    (45)
    Value for Money
    4.2/5
    Features
    4.1/5
    Ease of Use
    4.2/5
    Customer Support Software
    4.3/5

    Already have eDesk?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 45
    Verified Reviewer
    Overall rating
    • Industry: Retail
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 8.0 /10

    Excellent customer support software

    Reviewed on 2018-02-07

    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.

    Rob P. Rob P.
    Overall rating
    • Industry: Retail
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 8.0 /10

    Has made our help desk much more streamlined.

    Reviewed on 2017-12-13

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

    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.

    Rachel K. Rachel K.
    Overall rating
    • Industry: Retail
    • Company size: 2-10 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 0.0 /10

    It used to be so good

    Reviewed on 2020-05-29

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

    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.

    Ryan S. Ryan S.
    Overall rating
    • Industry: Automotive
    • Company size: 2-10 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Does a great job of providing support for eBay and Amazon

    Reviewed on 2017-11-16

    Amazon requires prompt response to customer inquiries, as does eBay. Customer questions, return...

    Amazon requires prompt response to customer inquiries, as does eBay. Customer questions, return requests, etc. all come into one easy inbox so it keeps the customers happy, and it keeps our selling channels happy with us.

    Pros

    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.

    Cons

    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 :)

    Russell R. Russell R.
    Overall rating
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software

    Great System - used for a couple years

    Reviewed on 2017-12-12

    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.

    Showing 5 reviews of 45 Read all reviews

    eDesk FAQs

    Below are some frequently asked questions for eDesk.

    eDesk offers the following pricing plans:

    • Starting from:
    • Pricing model: Subscription
    • Free Trial: Available

    Essential:_________________$35 per user/month - unlimited tickets/month Team:________________$55 per user/month - unlimited tickets/month Professional:______________$69 per user/month - unlimited tickets/month Enterprise:________________$109 per user/month - unlimited tickets/month

    eDesk has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

    eDesk supports the following languages:

    English, French, German, Italian, Spanish

    eDesk supports the following devices:

    eDesk integrates with the following applications:

    BigCommerce, Facebook for Business, Instagram, Linnworks, Magento Commerce, PrestaShop, Shopify, Twitter, WooCommerce

    eDesk offers the following support options:

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

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