--- title: eDesk Reviews meta_title: 'eDesk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 73 reviews by the users' company size, role or industry to find out how eDesk works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 73 scale: '5' date_modified: '2026-07-17' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # eDesk Reviews **Vendor:** xSellco Software **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.5/5.0 **Total Reviews:** 73 ## About eDesk eDesk empowers eCommerce sellers to accelerate growth with AI-driven support that converts, resolves, and retains. Built on three pillars: Pre-sales Support, Streamline Support, and Build Loyalty. eDesk centralizes all customer conversations in one Smart Inbox, enabling instant, AI-powered responses and seamless issue resolution. Deliver always-on self-service, cut response times with powerful automations, and uncover opportunities with advanced reporting. Designed for fast-growing brands, eDesk helps you scale effortlessly, boost operational efficiency, and turn customer support into a powerful growth driver. Start your free 14-day trial or book a demo today! ## eDesk Pros & Cons **What users like:** - Users find eDesk's **ease of use** impressive, benefiting from intuitive design and efficient, supportive assistance. (22 reviews) - Users highlight the **prompt and helpful customer support** from eDesk, enhancing their overall experience and efficiency. (21 reviews) - Users value the **efficiency** of eDesk, appreciating quick support and streamlined communication across multiple platforms. (19 reviews) - Users value the **time-saving centralization** of eDesk, enhancing efficiency and collaboration across customer support channels. (18 reviews) - Users appreciate the **time-saving template feature** of eDesk, enhancing efficiency in customer service tasks. (18 reviews) - Easy Setup (13 reviews) - Users love the **time-saving automation** of eDesk, streamlining customer service with templates and smart AI assistance. (12 reviews) - Time-saving (12 reviews) - Simple (9 reviews) - Users appreciate the **AI assistance** from eDesk, enabling quick responses and efficient management of customer communications. (8 reviews) **What users dislike:** - Users find the **learning curve steep** , as advanced settings and workflows require time to master and understand. (7 reviews) - Users experience **ticketing issues** with filtering, automatic categorization, and duplicate ticket creation affecting their workflow. (6 reviews) - Users find the pricing of eDesk to be **quite steep** , making it prohibitive for smaller businesses and larger teams. (5 reviews) - Users find eDesk's interface **not intuitive** , requiring time to understand advanced settings and workflows effectively. (5 reviews) - Users find the **automatic ticket categorization frustrating** , as it complicates management and impedes workflow efficiency. (5 reviews) - Users experience **data inaccuracy** issues, leading to confusion with ticket creation and estimated delivery dates. (4 reviews) - Users experience a **difficult learning curve** when starting with eDesk, though support helps ease the process. (4 reviews) - Lack of Features (4 reviews) - Lack of Integrations (4 reviews) - Limited Marketplaces (4 reviews) ## eDesk Reviews ### 1. good customer support experience **Rating:** 5.0/5.0 stars **Reviewed by:** Francisco Javier P. | Systems Operations & Support Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** September 22, 2025 **What do you like best about eDesk?** My teams use it to answer customer questions and it fits well for the pourpose. **What do you dislike about eDesk?** The team has not mentioned any downsides about eDesk itself. **What problems is eDesk solving and how is that benefiting you?** It helps my colleagues answer customer support type of issues, customer queries and feedback from customers. **Official Response from eDesk Admin:** > Hi Francisco, Thank you so much for sharing your experience with eDesk! We’re really happy to hear that your teams find it helpful for answering customer questions and that it’s working well for your needs. It’s also great to know your colleagues are benefiting from having everything in one place for customer support and feedback. We truly appreciate your kind words and are glad to have you as part of the eDesk community. Best, The eDesk Team ### 2. Carlos, Thank you so much for you help, you are so nice and professional. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Hardware | Small-Business (50 or fewer emp.) **Reviewed Date:** September 30, 2025 **What do you like best about eDesk?** easy to correct and sort, some remind to do is great. **What do you dislike about eDesk?** Many ticket's message can't show in one of the ticket completely. Sometime will missing because the message not in the same channel, so I will confuse what happen, and open ticket may take some time when system update, I can sure not my network problem, because I open online video is so fluent. **What problems is eDesk solving and how is that benefiting you?** Help correct message to handle together **Official Response from eDesk Admin:** > Hi there, Thank you for your feedback! We’re glad to hear you find eDesk helpful for sorting and managing messages, and it’s wonderful to know Carlos was able to support you in such a professional way. We also appreciate your note on tickets and message display. Feedback like this helps us keep improving the platform so it works even better for you. Best, The eDesk Team ### 3. Exceptional Personable Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Small-Business (50 or fewer emp.) **Reviewed Date:** June 13, 2025 **What do you like best about eDesk?** The customer service representatives are exceptional—friendly, helpful, and genuinely committed to assisting in every possible way. They go above and beyond to resolve any issues efficiently and with care. I highly recommend their support team **What do you dislike about eDesk?** They are currently in a phase of exploration and growth, so some features are still in development. However, I’m confident they will continue to evolve and implement valuable new features over time **What problems is eDesk solving and how is that benefiting you?** They are currently focused on enhancing their AI to ensure responses are more precise and accurately targeted. **Official Response from eDesk Admin:** > Hi there, Thank you for such wonderful feedback! We’re thrilled to hear that our support team has made such a positive impression and that their dedication and care have helped you. It means a lot to know their efforts stand out. We also appreciate your thoughtful note about features still in development. We’re committed to continuing to grow and evolve, and feedback like yours helps guide us in the right direction. Best, The eDesk Team ### 4. Big Help! **Rating:** 5.0/5.0 stars **Reviewed by:** Božo L. | E-commerce Manger, Small-Business (50 or fewer emp.) **Reviewed Date:** June 13, 2025 **What do you like best about eDesk?** Simplicity and constant upgrades of their service. Customer service is great and always helpful. **What do you dislike about eDesk?** Not much. Sometimes it is hard to stay in sync with all the new updates **What problems is eDesk solving and how is that benefiting you?** All messages are in one place. **Official Response from eDesk Admin:** > Hi Božo, Thank you for your feedback! We’re so glad to hear that you value eDesk’s simplicity, ongoing improvements, and our helpful support team. It’s also great to know that having all your messages in one place is making things easier for you. We appreciate your note on keeping up with updates and will continue working to make the experience as smooth as possible. Best, The eDesk Team ### 5. Great experience so far **Rating:** 5.0/5.0 stars **Reviewed by:** Patrick S. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** June 09, 2025 **What do you like best about eDesk?** Especially the AI features help us a lot in optimizing our daily work flow. **What do you dislike about eDesk?** AI features are sadly quite expensive at the moment. **What problems is eDesk solving and how is that benefiting you?** Automatization for our customer service at smartport.de (a German smartphone online retailer). **Official Response from eDesk Admin:** > Hi Patrick, Thank you for your feedback! We’re glad to hear that the AI features are helping optimize your daily workflow and support your customer service automation. It’s great to know eDesk is making a difference for your team at smartport.de. We appreciate your note on pricing and will keep working to deliver even more value as we improve. Thanks again for sharing your experience! Best, The eDesk Team ### 6. Helpful customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Small-Business (50 or fewer emp.) **Reviewed Date:** July 01, 2025 **What do you like best about eDesk?** Very easy to use, great customer support. **What do you dislike about eDesk?** There is nothing to dislike about eDesk. **What problems is eDesk solving and how is that benefiting you?** All the messages are in one place. **Official Response from eDesk Admin:** > Hi there, Thank you for your kind words! We’re delighted to hear that you find eDesk easy to use and that our support team has been helpful. It’s also great to know that having all your messages in one place is making things simpler for you. Best, The eDesk Team ### 7. Sky-High Prices - Plunging Value **Rating:** 0.0/5.0 stars **Reviewed by:** James M. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2023 **What do you like best about eDesk?** Like many other helpdesk software providers, they had suitable integrations. **What do you dislike about eDesk?** 1. Hugely overpriced and they regularly increase your pricing. Our price has grown to 360% of where it started in only 3 years. Many competitors offer a much more attractive pricing model. If you like your prices to rise regularly and have no confidence in what your future pricing model will look like, this is the company for you! 2. It constantly glitches and features don't work as they should. They will always tell you the problem is not on their side and that you should reach out to companies like Amazon to have them investigate. Basically, this just deflects the problem and you live in the hope that the issue will be fixed in future. **What problems is eDesk solving and how is that benefiting you?** Alternative Options - Check out some much better options at the bottom of this review We started with eDesk many years ago where we had an unlimited user account. Since then, eDesk has continually found new ways to raise our prices and reduce the value of the product we originally signed up for. Although they claim to add all these new features throughout the years, the amount of these features that are actually useful is few and far between. For example, they implemented 'AI email summarizations' which initially sounds great. The problem was, that the summaries generated were significantly longer than the actual email. It's a bit of a gimmick anyway as it often missed out key information. I think eDesk have failed to realise the car that companies want to show to their customers and they've emphasised this greatly with how they deal with their own customers. Not a great trait to have for customer service software. Over three years, we’ve seen a staggering 47% increase in our rate with a 10% increase only 8 months ago. Now we are confronted with a proposition that would skyrocket our payment to 245% of its current amount. In 3 years, this means our price will have risen to 360% of where it started once the new prices are in effect. This is with no material change to our level of use of this software. eDesk’s justification? "We have to charge the price we believe our product is worth." Such a mindset overlooks longstanding customer relationships and the evolving competitive landscape of help desk software. Initially, we were promised an ‘unlimited user’ model. However, eDesk pivoted to a ‘per-user’ system, capping our usage without a proportional adjustment in price. So beware, what you sign up for today has historically been proven by eDesk to change when it suits them and likely at a cost to your business! This doesn't take into consideration what they did with xSellco. Search online for "Rising Prices a Growing Pain Point in xSellco Reviews" and you'll begin to build a picture of how this company approaches how much it will charge your business in future. The relentless price hikes, arbitrary shifts in pricing models, and a barrage of inconsequential ‘features’ have marred our user experience. The introduction of seemingly sophisticated AI enhancements, rather than adding value, has become an excuse to inflate costs without delivering proportional practical benefits. Furthermore, eDesk’s recent ticket-based ‘unlimited user’ offering has revealed a strategy that seems more exploitative than empathetic. It appears to be a superficial gesture, presenting an illusory advantage, particularly to small businesses. However, in practice, this model is riddled with impracticalities and prohibitive costs, making it an unfeasible choice for any business beyond a minimal size. Also, the biggest trading period time of the year for most e-commerce businesses is typically the 4-8 weeks leading up to Christmas. Guess when they chose to implement their most recent extreme price change? The 15th November! So basically, they wait until you're at a busy period and you have much bigger things to deal with before they sneak in their price hikes. Their hope is that you'll overlook and forget about it. Now that's not very customer-focused, is it? In conclusion, eDesk has, unfortunately, failed us. Their strategy seems driven more by greed than a desire to offer impactful, value-driven solutions to their users. Their current trajectory raises critical questions about their commitment to customer success and the ethical considerations of their business practices. This is a warning to potential customers for vigilance and a plea to eDesk to re-evaluate and realign their strategies with the true needs and values of their customers. the focus should be on delivering tangible value, practical improvements, and a pricing model that respects customer loyalty and reflects the actual utility of the service. An honest, user-centric approach is crucial to sustaining trust and satisfaction in this competitive domain. Alternatives we're now looking at: Replyco (Much better pricing with unlimited users and unlimited tickets) Re:Amaze - This one is quite exciting as it's a GoDaddy brand Zendesk/Freshdesk/Gorgias/Help Scout - It depends on the use case but these all rank very high for helpdesk software. They can also be combined with 'ChannelReply' for users who need to integrate directly into marketplaces like Amazon, Ebay, Etsy etc. Zoho Desk - This also came up a lot in searches and seems to integrate into marketplaces via ChanelReply or Zapier. Zoho is obviously a huge software company that can be relied upon. Intercom/Front/Happy Fox/HubSpot Service Hub - Some interesting options to explore (all dependent on use case). ### 8. A Maze of Billing Errors and Ineffective Customer Service **Rating:** 0.0/5.0 stars **Reviewed by:** Frank C. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 19, 2023 **What do you like best about eDesk?** Centralizes messages in one inbox. Although limited in it's new AI by comparison to other programs, it is good enough for a small business. **What do you dislike about eDesk?** Lack of customer support, glitching billing issues. Customer support admits that they do not understand how their own billing works. **What problems is eDesk solving and how is that benefiting you?** As the CEO of a small business, I regretfully have to advise others to steer clear of eDesk based on our experiences. Multiple Plans Added to Cart: The very first problem arose during the checkout process. We had initially placed the Professional plan into our cart but reconsidered and chose the Performance+ plan the following day. However, the checkout process didn't give us a chance to review our cart, and we were unknowingly billed for both plans. Customer Service's Misstep: During the setup, we sought assistance through eDesk’s customer support feature. The customer service representative informed us that we were running two plans simultaneously and offered to remove one. Assuming it was a system glitch possibly related to a trial we used previously, we agreed. To our surprise, they removed the less expensive Performance+ plan that we had intended to use. Misleading Ticket Counts: Adding to the confusion, eDesk claimed that we had 130 support tickets when we actually had no more than 5. They used this claim to justify not allowing us to switch to the more suitable Performance+ plan. After a strenuous review of the Json file ourselves, it became clear that their ticket count included emails processed even before we had an eDesk account. Lack of Accountability: When we confronted eDesk's Customer Success Manager about these egregious errors, she stated that she had no understanding of how their own billing or ticket system works. She made no effort to correct the problem, thereby denying us any refunds or plan adjustments. Final Thoughts: While eDesk may promise efficiency and streamlined customer service management, our experience was nothing short of a nightmare. With misleading billing practices, an inadequate customer service response, and zero accountability, I find it impossible to recommend eDesk to any business, let alone small businesses running on tight budgets. ### 9. Good software solution for eCommerce communications **Rating:** 4.0/5.0 stars **Reviewed by:** Amy W. | eCommerce Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 05, 2023 **What do you like best about eDesk?** The software has really improved over time and it links sales directly to the purchase for swift resolutions. There are some nice features that are worth taking the time to get to know and use and one of the aspects that I really like is the customer history showing length of loyalty and total purchase amounts etc. **What do you dislike about eDesk?** Some of the threading is a bit annoying as you can't currently merge tickets from the same customer. **What problems is eDesk solving and how is that benefiting you?** eDesk keeps all of our customer comms in one place and allows us to see the conversation histories and have visibility over which agents have been handling which tickets. They can also share tickets and leave internal notes. ### 10. when using E desk, know you will find all in one place **Rating:** 4.5/5.0 stars **Reviewed by:** Maria Alejandra R. | marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** August 29, 2023 **What do you like best about eDesk?** the fast response we can manage when using the ticket assignment **What do you dislike about eDesk?** is nto that easy to contact the customer support line **What problems is eDesk solving and how is that benefiting you?** the way we can respond to the costumer in his sustoemr service questions from multiple agents and have a tracking of how many ticket an agent has answered is a good tool ### 11. eDesk is best for email solutions for market places. **Rating:** 4.5/5.0 stars **Reviewed by:** Ankit V. | MarketSupport lead, Outsourcing/Offshoring, Small-Business (50 or fewer emp.) **Reviewed Date:** August 31, 2022 **What do you like best about eDesk?** Marketplaces integration such as eBay Amazon and Walmart. Order details for a particular Customer related to tire size and model for which the customer is contacting us. Customer purchases are segregated by the number of orders placed. The number of purchases by the customer through a particular Marketplace. Easy reply and do not get separate threads of email from a customer. The Portal has all information needed when it comes to a particular order. This is best that we do not have to navigate from the edesk site to another site searching for orders or information customer needs about their order. The pricing and discount are easily fetched by desk, no need to look out for order sources or price what the customer has paid. every order is unique but customer is linked to one thread which is seperated by each order so the email trailcs do **What do you dislike about eDesk?** There was no such issue with eDesk for marketplaces, Whatever customer is calling for was picked up on the customer information panel. Want user interface more customizable with colors or fonts that can make it more lively? Of course, the email content should not have any customization but the overall look eg. theme. color, dark mode is awesome and I love that option which was integrated recently in the update. There is hardly any dislike for edesk when working on marketplaces **What problems is eDesk solving and how is that benefiting you?** Customer contact information is easily accessible. Order information along with what product the customer is contacting for. Replying to every customer is quick when it's related to the query about what the customer is contacting for. Narrow down customer issues and provide resolution in a timely manner. Transferring or sharing it with the requested department to make sure the customer query is handled on a timely manner. ### 12. Good integrations but some inconsistency on the reports. **Rating:** 3.0/5.0 stars **Reviewed by:** Julián S. | eCommerce Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 08, 2022 **What do you like best about eDesk?** It's a good tool to get the messages from different marketplaces and sales channels in one place. It has some interesting template tools that help to speed up the replying process. **What do you dislike about eDesk?** Product returns are not that easy to track on the tool. Also, we established an SLA that we wanted to accomplished and it was very difficult to track it with eDesk reports. The price is a little high for the value that is giving us. **What problems is eDesk solving and how is that benefiting you?** It can get messy when receiving customer communication from different sources, and this tool helped us to organize and speed up the replying process. You need a high volume of message to be worth it. ### 13. Technical Issue was resolved quickly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about eDesk?** Carlos was very helpful and attentive when we reached out for support on a technical issue that prevented us from adding a new user. The issue was escalated to the tech support team and fixed as quickly as they could manage. Thanks for passing the issue along and getting back to us when the issue was fixed. **What do you dislike about eDesk?** It would be nice if the webchat feature had an optional alert sound or notification for when a customer responds in an open chat. The only notification on chats is when a customer starts a chat right now, but if there was a subtle alert or even just an icon for new responses when in multiple chats it would help the customer have a experience and less wait time **What problems is eDesk solving and how is that benefiting you?** data reporting is fantastic! ### 14. Fantastic tool for communication **Rating:** 4.0/5.0 stars **Reviewed by:** Josh W. | IT, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2022 **What do you like best about eDesk?** Great tool for keeping things all in one place with consistency. Specifically, the area for all the tickets really was a lifesaver. **What do you dislike about eDesk?** When opening up a chat and someone responds, there is no noise or indicator. It'd be nice to have one to prevent constant checking of the tab. **What problems is eDesk solving and how is that benefiting you?** To quickly and efficiently report on data helps save time that we can use for other places. ### 15. Works well for quick responses **Rating:** 3.5/5.0 stars **Reviewed by:** Marasigan L. | Information Tech, Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2022 **What do you like best about eDesk?** eDesk definitely blows the competition out of the water by making it easy for support to quickly respond to customers that need help ASAP. **What do you dislike about eDesk?** The interface can sometimes be difficult to manage, from support and customer perspective. **What problems is eDesk solving and how is that benefiting you?** Being able to quickly respond to customers in need easily helps us benefit by getting better numbers. ### 16. Amazing tool to ease your customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Priyanka N. | Ecommerce Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2022 **What do you like best about eDesk?** We have linked multiple sites so that all the customer reviews we can see and manage easily **What do you dislike about eDesk?** Nothing, the tool automates the customer reply too **What problems is eDesk solving and how is that benefiting you?** Saviour for customer service, can manage all the customer queries and reviews ### 17. Carlos did an amazing job correcting an issue that happened with 2 of my agents accounts. **Rating:** 5.0/5.0 stars **Reviewed by:** Doug D. | Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2022 **What do you like best about eDesk?** Quick and easy. Great customer support. **What do you dislike about eDesk?** I have not had an issue with the product. **What problems is eDesk solving and how is that benefiting you?** Carlos corrected 2 agents who were not able to access Edesk for our business. ### 18. user friendly, accessibility **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2022 **What do you like best about eDesk?** the interface is really very easy to get used to **What do you dislike about eDesk?** merging with similar profiles on edesk is not available **What problems is eDesk solving and how is that benefiting you?** customer support, past detailed interaction and records ### 19. Title **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Automotive | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2022 **What do you like best about eDesk?** Transparency was nice. having the tickets lined up was perfect **What do you dislike about eDesk?** Automation was nonexistent in the way we were using it. If we could add macros thatd, be great **What problems is eDesk solving and how is that benefiting you?** Most of all the benefits is the live chat function. Being able to see if they are typing and what not is great. ### 20. Great tool for managing customer communication **Rating:** 5.0/5.0 stars **Reviewed by:** Corey V. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 30, 2020 **What do you like best about eDesk?** All communications with customers can be centralized in one location which makes for easy organization. **What do you dislike about eDesk?** You have to either switch to their live chat (with limited features) or use your own separately. You are not able to integrate your current live chat within this software. **Recommendations to others considering eDesk:** Take advantage of the free trial and a demo for best understanding of the product. **What problems is eDesk solving and how is that benefiting you?** Customer communication effectiveness and management. ### 21. Almost Just Right **Rating:** 4.5/5.0 stars **Reviewed by:** Michael C. | eCommerce Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2018 **What do you like best about eDesk?** This is the only SaaS that I've come across that actually interfaces, directly with the marketplaces. **What do you dislike about eDesk?** There are a few bugs that hey don't seem to either want to work out or they just haven't bothered. They are more bothersome things, than broken, but they are annoying. Also, it is hard, sometimes, to figure out what's actually needing to be done, because it will often change the ticket to the wrong status or not let you change to the one that you want. **What problems is eDesk solving and how is that benefiting you?** By keeping all of the tickets in one place and interfacing with the marketplaces, we're able to send and receive messages in one place, as well as keep the team informed and up to date. ### 22. AMAZING **Rating:** 5.0/5.0 stars **Reviewed by:** Ese T. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 28, 2018 **What do you like best about eDesk?** xSellco is amazing! What I love best is the ability to translate a message on the platform, it makes life so much easier. I also admire the 24 hour timed messages; it's a great way to be effective with responses. **What do you dislike about eDesk?** Although I admire xSellco and it's amazing capabilities, I dislike the fact we cannot delete channels by ourselves. **Recommendations to others considering eDesk:** xSellco is an amazing way to manage an e-commerce company, it obtains a number of features that are beneficial, such as a language translation feature, the ability to integrate more than one platform. It's great for small and growing businesses. **What problems is eDesk solving and how is that benefiting you?** Like stated above, as a business we have resolved issues of late replies using the xSellco platform. We have also resolved of having to use multiple platforms to contact customers, by using the integrated services included on the platform. **Official Response from Holly McQuillan:** > Hi Ese. Thanks for your review. We are delighted to hear you are enjoying all the benefits of using xSellco software! Once a channel is deleted all the associated data is lost. For this reason, having to request channel deletions is imperative to avoid accidental deletions. Hope this helps! The xSellco team ### 23. Why choose Xsellco ? **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** July 04, 2018 **What do you like best about eDesk?** Having used 2 other help desks software before I cannot believe how we functioned without the features we now have in Xsellco and which are essential in an eCommerce business: -straight forward and easy to navigate -allows the admin to create and shape the tools to best fit the requirements of the company -extra features for managing the templates and auto replies -creating rules,folders and tags that allows the agents to reduce time spent on filtering/assigning /escalating tickets -channels integration and having access to the order details right on the ticket -chat availability with the support team **What do you dislike about eDesk?** The team dashboard appearance and functionality can be improved,not all information can be downloaded/exported if needed. **Recommendations to others considering eDesk:** I will definitely recomment Xsellco to any business that needs to manage a large incoming of messages from different platforms,having used Zendesk and Freshdesk before,I would never go back to any of them. **What problems is eDesk solving and how is that benefiting you?** -faster resolution to the customers through the multiple channels integration and the order details visibility -dealing with negative feedbacks straight in Xsellco -complex Dashboard with reports and results -Repricer **Official Response from Holly McQuillan:** > Hi there, Thanks for your review. It's great to see that you are making the most of some of the e-commerce specific features of xSellco software! We've taken your feedback on board and we’re working with the Product Development team to improve our software and your user experience in this way. The xSellco team - [View eDesk pricing details and edition comparison](https://www.g2.com/products/edesk/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-03+22%3A09%3A19+-0500&secure%5Bsession_id%5D=98f16e38-1f55-4102-902d-338f665248df&secure%5Btoken%5D=59ab6416b6bd5e2775e69b0cba81b6df685c515192eb2e83432b96c8d205fa23&format=llm_user) ## eDesk Integrations - [Amazon Virtual Private Cloud (Amazon VPC)](https://www.g2.com/products/amazon-virtual-private-cloud-amazon-vpc/reviews) - [Facebook](https://www.g2.com/products/facebook/reviews) - [Instagram for Business](https://www.g2.com/products/instagram-for-business/reviews) - [Klaviyo](https://www.g2.com/products/klaviyo/reviews) - [Linnworks](https://www.g2.com/products/linnworks/reviews) - [Magento Open Source](https://www.g2.com/products/magento-open-source/reviews) - [Mirakl Inc](https://www.g2.com/products/mirakl-inc/reviews) - [PrestaShop](https://www.g2.com/products/prestashop/reviews) - [ShippyPro](https://www.g2.com/products/shippypro-shippypro/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [WooCommerce](https://www.g2.com/products/woocommerce/reviews) ## eDesk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Integration** - Import - Export - APIs **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Store Management** - Localization - Marketplaces **Analytics** - Trends - Performance Tracking - Email Tracking **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Online Marketplace Optimization Tools** - Cross-system Integration - Natural Language Interaction **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top eDesk Alternatives - [Gorgias](https://www.g2.com/products/gorgias/reviews) - 4.6/5.0 (553 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,658 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)