eDesk Reviews & Product Details

I like that you can integrate a large number of marketplace platforms in one place, and that you can link it directly to key mailboxes. Review collected by and hosted on G2.com.

The main limitation is the lack of granular reporting on employee ticket-handling performance and the fact that you cannot created mail boxes you are ring fenced by the generic 'New' 'To Do' and 'Waiting' standard filters. I understand that you can use Filters which you can pin but this is not the ideal solution just a work around to get what you need.

There is also a limitation on the ability to pull extracts of filtered ticket views. Review collected by and hosted on G2.com.

Being Able to manage my msgs from 20+ platforms at one place Review collected by and hosted on G2.com.

It gets a little messy, and its dashboard should have a customization option to see how many tickets platform wise so we can filter that easily. 2ndly its resolved button moved to bottom I liked that on top. Review collected by and hosted on G2.com.

I like that I don't need to check every selling platform because eDesk allows me to manage every customer question in one place. The number of integrations eDesk offers is really great and makes it very useful. I switched to eDesk due to the REST API capabilities, the quantity of integrations, and its pricing, which makes it a valuable tool. Despite being new to eDesk, I find it relatively easy to integrate channels. Even though the smart tools are a bit confusing initially compared to the previous product, they offer more functionality. Although it's quite expensive, it provides good value, and so far, I've run into almost no problems. Review collected by and hosted on G2.com.

I think the Allegro integration could be better, but they're working on it. Channels themselves are quite easy to integrate, but the smart tools are a bit confusing at the beginning in comparison to the previous product. Since it's more complicated, it can do a lot more things. It's quite expensive but it gives back. Review collected by and hosted on G2.com.

I find eDesk very intuitive to use. The customer service is very fast and its responses are very relevant. eDesk is our main ticketing tool, essential for receiving customer requests, and it is directly connected to our order software. It also helps us solve technical problems that we cannot manage ourselves, such as replacing the administrator with the account owner when an employee leaves. We quickly adapted to the tool and the whole team quickly got the hang of it. For the use we make of it, it does the job very well. Review collected by and hosted on G2.com.

I don't use the marketplace part because it doesn't interest us. The AI-related responses are not relevant enough for our products, which are very technical, and I can't let it improvise. Our clients appreciate personalized responses, so we prioritize human responses. The setup also took a little time, even though we quickly adapted to the tool. Review collected by and hosted on G2.com.

I like that eDesk is easy to use, and I can label each ticket. My go-to features are Waiting and To Do. The chat person was helpful in changing the software so it doesn’t close tickets after 14 days, and eDesk was simple to install. Review collected by and hosted on G2.com.

I had an issue with eDesk closing tickets after 14 days, even though it can take us longer than that to solve an issue. I also don’t think AI should do customer service work or make recommendations about how we serve customers. It should assist, but we know what our customers are looking for. Review collected by and hosted on G2.com.

I like how eDesk allows multiple users to answer tickets in the same mailbox without confusion. It's great that it helps us keep an easy record of all conversations. I appreciate how customizable it can be—Carlos Moita was able to make a specific change very quickly, which was awesome! He changed an avatar color that wasn't changeable before, preventing duplicate colors and avoiding confusion within the team about ticket assignments. Also, the initial setup was very easy! Review collected by and hosted on G2.com.

No issues currently! They have been excellent over the years. Review collected by and hosted on G2.com.

Responsive, helpful support and a smooth plan upgrade. Carlos took time to understand our needs and made the upgrade easy. Review collected by and hosted on G2.com.

Nothing significant so far. The support experience has been consistently solid whenever we have reached out. Review collected by and hosted on G2.com.

The software is very easy to use, and the team is incredibly helpful whenever I need support. Review collected by and hosted on G2.com.

Some options could be explored in more depth to help cover the current gaps. Review collected by and hosted on G2.com.

eDesk offers plenty of customization options and helps streamline our workflow by letting us bring all of our sales channels together on a single platform. They also offer good support through their live chat option. Review collected by and hosted on G2.com.

The user interface isn’t exactly the most friendly or the easiest to navigate at first. That said, once you get the hang of it, it works well and does what you need. Review collected by and hosted on G2.com.

It's easy to use and navigate. I can have all our accounts in one tool. Review collected by and hosted on G2.com.

The main downsides of using eDesk include high and escalating pricing but other than that, it's all good. Review collected by and hosted on G2.com.