eDesk 2026: Benefits, Features & Pricing

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Overview
Screenshots
Pricing and Plans
Features
Integrations
User Reviews
Popular Comparisons

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.

Michael P.

Verified reviewer

Retail

11-50 employees

Used daily for more than 2 years

Review source

Reviewed June 2024

Great Experience

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Customer service experience, I recommend [sensitive content hidden] she went out of her way to assist us with a query and if very professional and polite

Cons:

Nothing it is really easy to use, have used for several years

Jake S.

Verified reviewer

Retail

2-10 employees

Used daily for more than 2 years

Review source

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...

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Feature-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

rob p.

Retail

11-50 employees

Used daily for less than 2 years

Review source

Reviewed December 2017

Has made our help desk much more streamlined.

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Norbert A.

Verified reviewer

Printing

2-10 employees

Used daily for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I’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.

Cons:

The platform is slightly expensive but offers decent features for managing multiple channels.

Reasons for choosing eDesk

We are considering switching.

Dylan S.

Verified reviewer

Electrical/ Electronic Manufacturing

11-50 employees

Used daily for more than 2 years

Review source

Reviewed August 2023

Honestly, eDesk just works

Ratings Breakdown

Ease of use

Functionality

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.

Loic D.

Verified reviewer

Computer Hardware

2-10 employees

Used daily for less than 6 months

Review source

Reviewed August 2023

Nice solution for Customer Service

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

. Without doubt, the biggest plus is the connection to all marketplaces. No need to go to every marketplace to answer every customer, everything is synchronized in the eDesk inbox. . Another plus is the immediate availability of all customer information, including order and tracking numbers. If a customer has sent us a message directly, without going through the marketplace, we can also easily link it to their order. . Last but not least, snippets and templates. You can prepare full responses or partial responses, and use them very easily to reply to customers.

Cons:

One of the key features highlighted by eDesk is its artificial intelligence. We'd have dreamt of a solution that could scan all past exchanges with customers and produce appropriate responses. But very objectively, there's nothing behind it, it's a feature that we never use at all. The number of cases for which it is possible to use their tool is very limited, and a response based on a template is generally much more effective.

Rachel K.

Verified reviewer

Retail

2-10 employees

Used daily for less than 2 years

Review source

Reviewed May 2020

It used to be so good

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Verified

Reviewer

Used daily for less than 2 years

Review source

Reviewed December 2017

Sending customer emails was so hard before this