eDesk 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

eDesk

4.4

(71)

Pricing

Starting at $39.00 per month

About eDesk

eDesk is an essential tool for ecommerce businesses looking to provide exceptional customer service across all their sales channels. With its advanced AI-powered automation tools, eDesk simplifies customer support processes and generates insightful reports for eCommerce professionals. This enables users to efficiently manage customer queries and dedicate more time to driving sales growth. By utilizing eDesk, online retailers can focus on enhancing their customers' shopping experience, ultimately boosting their sales and revenue.

Through its App Store, eDesk offers more native integrations than any other customer support software. It seamlessly integrates with Amazon, as well as 75 other marketplaces, webstores, logistics tools and social networks. This means your support agents can access end-to-end order data with just one click.

eDesk is also the only customer support solution on the Amazon and Walmart developer councils.

To meet the needs of online sellers, eDesk has developed a whole suite of award-winning eCommerce tools. These include:
eDesk Smart Inbox which centralizes all your incoming messages and uses time-saving AI to automatically group queries, prioritize urgent me...

eDesk Screenshots

eDesk Pricing and Plans

Starting price: $39.00 per month

Free Trial

Free Version

Free forever

$0.00

usage based, per month

No plan information available

Shopify Entrepreneur Plan

$39.00

usage based, per month

No plan information available

Performance +

$179.00

usage based, per month

No plan information available

Team

$69.00

per user, per month

No plan information available

Professional

$109.00

per user, per month

No plan information available

Confused about pricing? We've got you covered.

Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates.

eDesk Features

Popular features found in Customer Service
Alerts/Escalation
Automated Routing
Call Center Management
Conversation Intelligence
CRM
Knowledge Base Management
Queue Management
Reporting & Statistics
Surveys & Feedback
More features of eDesk
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
API
Automated Responses
Autoresponders
Call Routing
Chatbot
Chat/Messaging
Churn Management
Client Portal
Communication Management
Configurable Workflow
Customer Accounts
Customer Communication
Customer Database
Customer History
Customer Segmentation
Customizable Fields
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Email Management
Email Templates
Engagement Tracking
Event Triggered Actions
Feedback Management
Help Desk Management
Inbox Management
Interaction Tracking
Live Chat
Macros/Templated Responses
Monitoring
Multi-Channel Communication
Multi-Channel Marketing
Multi-Language
Multi-Store
Order Management
Order Tracking
Performance Metrics
Prioritization
Real-Time Analytics
Real-Time Chat
Real-Time Data
Real-Time Monitoring
Real-Time Notifications
Real-Time Reporting
Reporting/Analytics
Returns Management
Reviews Management
Role-Based Permissions
Sales Order Management
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Shipping Management
Social Media Integration
SSL Security
Support Ticket Management
Tagging
Templates
Third-Party Integrations
Ticket Management
Visual Analytics
Workflow Management

eDesk Integrations

Adobe Commerce

Linnworks

BigCommerce

PrestaShop

WooCommerce

Instagram

See all 22 integrations

eDesk User Reviews

Overall Rating

4.4

Ratings Breakdown

59%

28%

Secondary Ratings

Ease of Use

4.4

Value for money

4.1

Customer support

4.4

Functionality

4.2

Verified

Reviewer

Consumer Goods

11-50 employees

Used daily for more than 2 years

Review source

Reviewed February 2019

XSellco Helpdesk

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Jerry K.

Verified reviewer

Retail

2-10 employees

Used daily for more than 2 years

Review source

Reviewed August 2023

Easy to use, effective, effecient

Utilize for all customer support uses. Saves time and allows for small support team.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

Reasons 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 C.

Verified reviewer

Retail

2-10 employees

Used daily for less than 6 months

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

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

Verified

Reviewer

Consumer Goods

11-50 employees

Used daily for less than 12 months

Review source

Reviewed February 2022

Great chat support

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for switching to eDesk

Unreliable software, limited ability to provide better customer service, missing messages.

Andrew W.

Verified reviewer

Textiles

11-50 employees

Used daily for less than 2 years

Review source

Reviewed December 2021

Has saved us time and money

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for choosing eDesk

Quicker sending and receiving messages. Less glitches.

Verified

Reviewer

11-50 employees

Used daily for less than 2 years

Review source

Reviewed February 2018

Great experience

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Vendor Response

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 support@xsellco.com

Replied February 2018

Verified

Reviewer

Building Materials

Used daily for more than 2 years

Review source

Reviewed November 2017

Easy to use software

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

Used daily for more than 2 years

Review source

Reviewed July 2018

Not a good experience

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

Verified

Reviewer

Food & Beverages

1001-5000 employees

Used daily for less than 12 months

Review source

Reviewed June 2020

Simple helpdesk solution but with significant limitations.

It did a job for us but we needed a single system to manage all customer contacts and eDesk simply wasn't as good as some of the competitor products,.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Very simple to set up. Good integration capabilities with marketplaces such as Amazon and Ebay. Allows for reviews etc in a single pane of glass.

Cons:

No API and limited further integration capabilities. Not particularly user friendly when compared to competitor systems.

Verified

Reviewer

Used daily for less than 2 years

Review source

Reviewed November 2017

Great customer support. great software, couldn't manage without it now

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Ability to use templates to save writing same responses to customers. Functionality on iPhone app (although it's not wonderful, and it's hard to select response from drop-down menus on iPhone).

Cons:

Would like more integration with Linnworks, and courier website to allow the tracking link to view more information rather than just taking us to a Google search for the tracking number (which doesn't do anything)

Showing 1 - 10 of 71 Reviews

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