eDesk
About eDesk
eDesk Pricing
Choose the plan that scales with your stage of growth: Whether you are just starting out or have large customer service teams, we have pricing to suit your individual needs. Ticket based pricing User based pricing
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Free version:
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Most Helpful Reviews for eDesk
1 - 5 of 71 Reviews
Anonymous
11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2022
Great chat support
Clean easy to use User Interface, snap shot view, grouping priority messages based on smart AI messaging.
CONSNothing to mention at present everything works as it should do.
Reasons for switching to eDesk
Unreliable software, limited ability to provide better customer service, missing messages.
Jerry
Retail, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2023
Easy to use, effective, effecient
Utilize for all customer support uses. Saves time and allows for small support team.
PROSBest help desk software out there. Excellent automation, easy to set up, good reporting, able to integrate to all channels, multi-language support,
CONSNothings comes to mind as eDesk solves all our needs
Reason for choosing eDesk
Considered eDesk the best all in one solution
Reasons for switching to eDesk
Better product, easier to use, ability to integrate to all channels natively vs needing assorted plugins which did not work for us
Jake
Retail, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
2
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
5
Reviewed February 2024
Great Product, but Shady Company
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...
PROSFeature-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
Vendor Response
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.
Replied February 2024
Andrew
Textiles, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2021
Has saved us time and money
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.
CONSThere 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.
Reason for choosing eDesk
Quicker sending and receiving messages. Less glitches.
Norbert
Printing, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed August 2023
eDesk review
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.
PROSI’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.
CONSThe platform is slightly expensive but offers decent features for managing multiple channels.
Reason for choosing eDesk
We are considering switching.