eDesk Reviews & Product Details

I like the fact that we can have all messages from all platforms in the same place which makes it easier to manage. I use this all day for customer services and if we have any questions the support team are brilliant and very efficient. Today, there is a new search function on the home page which means it is now easier to find enquiries from each platform. Review collected by and hosted on G2.com.

The tickets automatically adding themselves to different New, To Do or Waiting boxes can be annoying if these have not been dealt with and moved by us. The knowledge base has lots us useful information, though an easier to understand, step by step guide would be better so I could finish implementing new systems without having to ask the support team. Review collected by and hosted on G2.com.

I’ve been using eDesk for several years now and overall I’m really impressed. The interface is clean and intuitive, and it makes handling tickets from multiple channels so much easier. Before eDesk, we were constantly switching between platforms, which was a nightmare. Now everything is centralized, and our response times have improved a lot.

The reporting features are also a big plus – it’s great to get a clear picture of team performance and customer satisfaction in one place. Integrations with most marketplaces and email work smoothly, and I haven’t had any major technical issues so far. Review collected by and hosted on G2.com.

That said, there are still a few areas where it could improve. The Amazon marketplace integration could definitely be better, as it sometimes feels a bit limited compared to other channels. Also, I’ve noticed some inaccuracies with the estimated delivery dates for eBay orders, which can cause confusion with customers. On top of that, the pricing isn’t particularly competitive when you need multiple agents working on tickets at the same time – the cost adds up quickly for larger teams.

Despite these drawbacks, the value it brings to our daily workflow is undeniable, and I’d still recommend eDesk to anyone looking for a reliable helpdesk solution. Review collected by and hosted on G2.com.

It’s very intuitive to use. The AI is efficient, and you can easily customize the view or display for each of your needs. It’s easy to set up new templates, rules, and labels. Filtering information is simple, and the support team is very responsive. Review collected by and hosted on G2.com.

The downside is that we can’t always control when or why the same email creates a new ticket every time. We also can’t group certain emails under the same order number, especially when multiple people contact us about one order, or when a customer reaches out using both the marketplace channel and their personal email. Review collected by and hosted on G2.com.

eDesk truly shines with its comprehensive platform integrations - it connects seamlessly with all the channels we need without any hassle. The ticket organization system is outstanding, making it incredibly easy to track and manage customer inquiries. The user experience is intuitive and clean, which means our team can focus on resolving issues rather than navigating complex interfaces.

The customer support team deserves special recognition - they're genuinely helpful and responsive when we need assistance. I particularly appreciate the ability to request and download our complete ticket history, which is invaluable for reporting and analysis. The ticket workflow management (new, ongoing, resolved) is perfectly structured and keeps our support process running smoothly. Review collected by and hosted on G2.com.

The pricing structure feels steep, especially for smaller teams or growing businesses. While the platform delivers solid value, the cost can be prohibitive for some organizations.

More frustrating is the restriction on adding additional user accounts, even for long-standing customers like ourselves. As a loyal user, I'd expect more flexibility in scaling our team access, but the current limitations make it difficult to accommodate our growing support needs. Review collected by and hosted on G2.com.

Channel integration (Amazon, eBay, Kaufland) is a feature hard to ignore - after research I didn't find any better service to handle messages from different sales channels. Templates and signatures are easy to setup and very helpful when you respond to messages from different channels. Easy to setup - you can respond using eDesk email addresses. Option to pin assign to specific user is great and so are the internat notes. Review collected by and hosted on G2.com.

A lot pricier when you compare it to ordinary mailbox. You need to spend some time to properly configure the tool. Review collected by and hosted on G2.com.

What I like best about eDesk is how it brings all customer interactions into one place. It saves time, reduces the need to switch between different platforms, and makes it much easier to respond quickly and consistently. It really streamlines support and helps deliver a better customer experience."

I really like how eDesk keeps everything organized. Instead of jumping between different inboxes and platforms, I can see all the messages in one place and reply faster—it just makes life so much easier! Review collected by and hosted on G2.com.

Mmmmm tricky one, I'd like to remove some marketplaces that we don't use anymore and add another but with out paying extra. Review collected by and hosted on G2.com.

Three years and counting—I'm a very satisfied user! This company is constantly improving its interface and AI, and the customer service is top-notch. Any technical issues are handled quickly and efficiently by their tech team. Thank you for providing a fantastic all-in-one package for my organization. Keep up the great work! Review collected by and hosted on G2.com.

Sometimes the automatic translator didn't work. It's not what I actually bother as there might be several reasons for that, maybe due to a network connectivity issue on my side, and I can easily cancel and translate the message manually. But it's not a daily issue. I believe edesk technical team is working on this if it is a glitch on their side, they deserve that trust. Review collected by and hosted on G2.com.

eDesk has been brilliant for us.

Easy to set up, even though I'm not at all techie, it allows us to easily manage our customer support efficiently and effectively. I use eDesk every day for my own business and mostly work away from our warehouse. From home, it's very simple to use, but gets even better when I'm away and using eDesk on my iPad.

It is simple to set up message templates, with the option to prefill customer and order information. This can allow you to give a very detailed, friendly reply in seconds. The templates also keep the business tone of voice consistent. Review collected by and hosted on G2.com.

I can't fault it at all, and I am the kind of person who would find a problem if it was there! Review collected by and hosted on G2.com.

Always available on chat to help me, great video calls to set up service and friendly team. Their AI response feature is awesome, tagging is great. Smooth system to use, myself and my colleague really like it Review collected by and hosted on G2.com.

Had some teething problems at the start and switching from a platform like Zendesk wasn't easy, but certainly worth it. 2 years with eDesk now and glad to have grown with them and the development on their system has been great. Would love to see better reporting and a few glitches resolved so will give 9/10 but apart from that, 10/10 truly Review collected by and hosted on G2.com.

It is easier to have all messages in one place, as well as having templated responses which speed up our processing times when it comes to responding to messages. Was easy to set up and customer support is always quick to resolve any issues. We use every day and it is very useful. Review collected by and hosted on G2.com.

Some of our channels aren't quite as easily integrated as others are meaning we still have to check a couple of channels independently Review collected by and hosted on G2.com.