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
Free trial:
Available
Free version:
Available
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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
Frank
Verified reviewer
Retail, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed September 2023
eDesk Review: Poor Communication and Overbilling Issues
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.
PROSIt centralized our messages and the AI feature, although extremely limited by comparison to most other program's, did organize our inbox somewhat automatically.
CONSGlitchy 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.
Vendor Response
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
Replied October 2023
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.
Dylan
Electrical/Electronic Manufacturing, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed August 2023
Honestly, eDesk just works
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.
CONSI 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.
