# Onsite Support Reviews **Vendor:** Threecolts **Category:** [Software de Mesa de Ayuda](https://www.g2.com/es/categories/help-desk) **Average Rating:** 4.5/5.0 **Total Reviews:** 1 ## About Onsite Support Onsite Support is a full-stack ecommerce helpdesk built exclusively for online sellers — not adapted from a generic IT service desk, but designed from the ground up for how ecommerce support actually works. The platform consolidates every customer conversation across Amazon, eBay, Walmart, Shopify, TikTok Shop, WooCommerce, Etsy, Newegg, Back Market, Mirakl and 10+ additional marketplaces into a single unified inbox. Every ticket arrives with live order data, customer history and product information already populated — eliminating the need for agents to switch between platforms, manually look up orders or copy-paste information between tools. \*\*What makes Onsite Support different from other helpdesks:\*\* Unlike competitors, Onsite Support was purpose-built for ecommerce sellers managing multichannel operations. The platform's AI engine is trained on each merchant's own data — their order history, product catalog, company policies and marketplace rules — rather than generic large language model responses. This means the AI can resolve real customer questions accurately: order status, return eligibility, product compatibility, troubleshooting, tracking information and more. AI chatbots can be deployed directly on merchant websites and branded support landing pages to deflect tickets before they reach the queue. Agents can take direct action from within every ticket — issuing refunds, applying discounts, canceling orders and creating replacement shipments — without leaving the platform. This reduces average handling time significantly and eliminates the multi-tab workflows that slow ecommerce support teams down. \*\*Amazon sellers\*\* benefit from an exclusive Product Lifecycle Support (PLS) integration that places a branded "Get Product Support" button directly on the customer's Amazon returns page — intercepting return intent before a return is filed and giving sellers a first-line opportunity to resolve the issue, protect their metrics and preserve the sale. \*\*Platform highlights:\*\* - Unified multichannel inbox: 10+ marketplaces natively connected - AI trained on your own order data, product catalog and policies - In-ticket order actions: refunds, replacements, cancellations, discounts - Amazon PLS: return interception before returns are filed - SLA automation with custom rules by marketplace and ticket type - Multi-language AI: automatic language detection and response in 50+ languages - Voice integrations: JustCall, Aircall and AWS Connect built in - WhatsApp integration built in - CSAT surveys, custom reporting and performance dashboards - White-glove onboarding and free data migration from any helpdesk included with every plan \*\* Threecolts is a leading ecommerce software company serving thousands of sellers globally across a suite of tools. Onsite Support benefits from deep Amazon and marketplace expertise built over years of serving the ecommerce community. ## Onsite Support Reviews ### 1. Great Tech Support and Easy Customer Servicing **Rating:** 4.5/5.0 stars **Reviewed by:** Usuario verificado en Salud, bienestar y fitness | Mediana Empresa (51-1000 empleados) **Reviewed Date:** May 07, 2026 **¿Qué es lo que más le gusta de Onsite Support?** Tech support when needed is great! Our CS team is happy with the functionality and ease of servicing customers. **¿Qué es lo que no le gusta de Onsite Support?** Updating the Knowledge base could be a little more user-friendly. I go in there rarely, and it seems each time I have to poke around for a bit before remembering where/how to add or update articles, etc. **¿Qué problemas resuelve Onsite Support y cómo le beneficia eso?** Amazon can make it very difficult for our CS team to help customers. Having a designated help/support page has been a valuable way to assist them more effectively and keep support requests organized. As a result, more customers are able to access our CS team when they need help. - [View Onsite Support pricing details and edition comparison](https://www.g2.com/es/products/threecolts-onsite-support/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-17+07%3A35%3A11+-0500&secure%5Bsession_id%5D=97893509-0653-473a-8212-7ca1ecf595c2&secure%5Btoken%5D=51b7823f5db068c9304683f9b6dc004d27cc2a77a6e90dbb6582ec3ed0ed7ce3&format=llm_user) ## Onsite Support Features **Gestión de tickets y casos** - Experiencia de usuario de creación de tickets - Experiencia de usuario de respuesta de tickets - Flujo - Automatización de respuestas - Gestión de SLA - Archivos adjuntos/screencasts - Colaboración de tickets - Base de datos de clientes y contactos **IA generativa** - Generación de texto - Resumen de texto **Agente AI - Mesa de Ayuda** - Ejecución Autónoma de Tareas - Interacción en Lenguaje Natural - Asistencia proactiva **Canales de comunicación** - Portal del cliente - Enviar un correo electrónico al caso - Chat/Soporte en vivo - Integración social - Voz **Plataforma** - Soporte para usuarios móviles - Personalización - Administración de usuarios, roles y accesos - Integración - Informes - Paneles ## Top Onsite Support Alternatives - [Zoho Desk](https://www.g2.com/es/products/zoho-desk/reviews) - 4.4/5.0 (7,323 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/es/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,932 reviews) - [Zendesk for Customer Service](https://www.g2.com/es/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,500 reviews)