eDesk Reviews & Product Details

Edesk is fairly easy to use as a new customer. Any issues I needed assistance with, I can get quick support that actually helps! I received polite, correct and efficient assistance when linking our new site to the new edesk software. This has made our setup process a pleasant process. Review collected by and hosted on G2.com.

some features in the backend are a bit difficult to navigate intuitively. for example, to find the knowledge base on my desktop, I need to navigate to the 3 dots, which makes it feel like an afterthought rather than a main feature.

Finding the preview link to the live view of the library has also been a tricky feature. I may just not be looking in the correct spot. Review collected by and hosted on G2.com.

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.

eDesk centralizes all customer messages from different marketplaces and channels in one place, which saves a huge amount of time. The automation rules, templates, and order context make customer support much more efficient and structured. It’s especially helpful for scaling support without losing quality. Review collected by and hosted on G2.com.

Some advanced settings and workflows take a bit of time to fully understand at the beginning. A few features could be more intuitive, but once set up, the system works very reliably. Review collected by and hosted on G2.com.

I like that with eDesk you have many possibilities to map processes. The support is very agile, and changes or corrections are confirmed within a few hours. The tickets are processed very quickly. This has a positive effect on the processing time of the tickets, and you can achieve more with fewer employees. For the setup, we had very good support from eDesk, so it was not an issue for us. Review collected by and hosted on G2.com.

The filter function, when you operate the whole thing in German, is not optimal. However, you can live with it. Review collected by and hosted on G2.com.

I appreciate how eDesk effectively consolidates multiple inboxes, allowing multiple agents to manage customer support inquiries seamlessly. The capability to tag and sort tickets based on topic is incredibly useful for prioritizing inquiries, enabling the team to address priority issues first. I find the message templates feature particularly beneficial, as it streamlines responses and enhances efficiency. The order details embedded in ticket views are also very helpful, providing essential information at a glance and facilitating quicker resolution of customer inquiries. Additionally, the support for managing customer support inquiries from multiple eCommerce marketplaces stands out, as it accommodates the diverse channels we operate on. Review collected by and hosted on G2.com.

I find the pricing of eDesk very steep, especially when compared to what it was initially. This makes it quite prohibitive for smaller businesses. Additionally, the support staff or management can be inconsistent in their responses, as multiple people might give different answers to the same ticket. This inconsistency needs improvement. 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.

I appreciate eDesk's ability to streamline my customer service operations by keeping all communications in one place, ensuring no emails are missed due to the necessity of resolving each ticket. This feature significantly enhances my efficiency and prevents errors that could occur from managing multiple platforms. The integration process is straightforward and user-friendly, making the setup seamless. I value the ticketing system, as it ensures that I have a complete overview of customer interactions, which is crucial for efficient customer service management. eDesk eliminates the need for logging into various platforms, which saves time and simplifies my workflow. Review collected by and hosted on G2.com.

I find the pricing of eDesk to be expensive for the features it offers. 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.