eDesk

RATING:

4.46

(62)

About eDesk

XSellco Helpdesk is help desk software designed for e-commerce sellers that supports multichannel marketplaces. xSellco offers over 60 e-commerce integrations and centralizes customer support queries from webstores, marketplaces like Amazon, eBay, Walmart, Newegg and Allegro and social channels into one dashboard. Product, order details, delivery information and previous communications are automatically attached to every incoming query. This solution also prioritizes users’ queries based on the message urgency. With Support templates and SmartTags, users can use automatically suggested replies for common queries. XSellco Helpdesk also automatically translates the messages from customers into users' preferred language, enabling users to cater to multiple territ...

eDesk Pricing

Choose the plan that scales with your stage of growth: All eDesk suite with unlimited users or unlimited tickets. Essentials: $89/month - unlimited users, up to 300 tickets/month. Growth: $199/month - unlimited users, up to 1,000 tickets/month. Scale: $399/month - unlimited users, up to 2,500 tickets/month. Pro: $499/month - unlimited users, up to 5,000 tickets/month. or Team*: $69/user/month - unlimited tickets, unlimited free viewers Pro*: $89/user/month - unlimited tickets, unlimited free viewers Enterprise: Custom All plans come with a personalized onboarding service included, to get you up and running in minutes, easily. All the above-mentioned prices are annually billed, excluding taxes. Contact us for monthly pricing. T&C applies. *Minimum 3 seats.

Starting price: 

$89.00 per month

Free trial: 

Available

Free version: 

Not Available

Order details
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eDesk Reviews

Overall Rating

4.46

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4

Functionality

4

Showing 1 - 5 of 62 reviews

Anonymous

Time used: Less than 2 years

Review Source: Capterra 

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

February 2018

Excellent customer support software

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.

Andrew

Company size: 11-50 employees

Industry: Textiles

Time used: Less than 2 years

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

December 2021

Has saved us time and money

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.

alejandra

Company size: 51-200 employees

Industry: Automotive

Time used: More than 2 years

Review Source: Capterra 

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

January 2023

edesk as an important part of our business management

we have been using this portal as an integral part of our jobs and have allow us to handle customer messaging in a easy way

Pros

easy axes to emails and ticket handling

Cons

customer service is hard to find and have easy resolutions

Rachel

Company size: 2-10 employees

Industry: Retail

Time used: Less than 2 years

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

1

VALUE FOR MONEY

2

CUSTOMER SUPPORT

1

FUNCTIONALITY

1

May 2020

It used to be so good

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.

Anonymous

Company size: 11-50 employees

Time used: Less than 12 months

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

February 2022

Great chat support

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.

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