eDesk has completely transformed the way we handle customer support. Centralizing messages from multiple channels — including marketplaces, social media, and email — into one single dashboard has saved us a huge amount of time and greatly improved our response speed. The integrations with platforms like Amazon, eBay, and Shopify are seamless, making our workflow much more efficient. The interface is intuitive, and their support team is always quick and helpful whenever we need assistance. Review collected by and hosted on G2.com.

Some integrations may require a bit of fine-tuning at the beginning, and having more advanced customization options for reporting would be a great improvement. However, these are minor issues compared to the overall value the tool delivers on a daily basis. Review collected by and hosted on G2.com.

I really like how eDesk centralizes all our customer communication into one easy-to-manage platform. It saves a huge amount of time by pulling messages from multiple channels, and the interface is very intuitive, making it simple for the whole team to collaborate efficiently. The automation features and AI suggestions also help us respond to customers faster and maintain high service levels. Review collected by and hosted on G2.com.

There isn’t much to dislike, but I do wish the reporting dashboards offered a bit more customization for deeper analytics. That said, the core features are excellent and more than make up for this minor limitation. Review collected by and hosted on G2.com.

I like the intuitive user interface of eDesk and the smart application possibilities. It helps me untangle my support requests on a clear interface and also offers features to respond to individual requests faster and with higher quality. Review collected by and hosted on G2.com.

I would like an iOS smartphone app from eDesk. Review collected by and hosted on G2.com.

eDesk allows us to combine various communications from separate sources, such as marketplaces and email inboxes, and organize them into one place in an easily digestible manner. I like how you can have several sources of communication in one ticket so that you can track all the ins/outs of each case in one place instead of having to look through several different websites/programs. It allows you to set types and categories on each ticket, or can do it automatically for you so that you can run your business with ease. You can also set deadlines on each ticket so that you can make sure you are always staying on top of your day. It is easy to connect each channel. It is simple enough to use. I use it every day for my e-commerce businesses - it has been a great support. The customer support is extremely helpful, and they are always easy to reach. Review collected by and hosted on G2.com.

I disliked when eDesk changed the way our tickets would be displayed when they implemented their AI program. AI was taking over the content of the summary of each ticket and hiding important information. However, when I contacted customer service, they quickly resolved this issue for me. Review collected by and hosted on G2.com.

It's a fundamental tool for our online development in remote sales with Amazon. ANd It's extremely important to highlight the after-sales service: the product explanation, the resolution of questions, and the assistance throughout the entire purchasing process. Friendly, qualified, and responsive. Thank you so much for your help! Review collected by and hosted on G2.com.

If I have to put a negative point, maybe the price for a small company like ours, but it is true that the application is very complete and decisive. Review collected by and hosted on G2.com.

It helps me manage my ecommerce business from anywhere with one login quickly using templates, without the software my job would take far longer on multiple platforms, Review collected by and hosted on G2.com.

I'm less keen on the AI section of eDesk, I do not find it useful as I have templates that are specific to my business which work well. Review collected by and hosted on G2.com.

I really appreciate the exemplary customer support from eDesk, which has been consistently reliable. Setting it up was straightforward, and the assistance from the eDesk team made it even smoother. Additionally, the software significantly enhances our communication efficiency, and I particularly like their reporting features. Review collected by and hosted on G2.com.

I find that a few features like the AI agent could be improved. This aspect doesn't seem to meet my expectations fully, suggesting room for enhancement. Review collected by and hosted on G2.com.

I've been using eDesk for around two years now and it is the best out there! They recently updated their inbox view which at first I couldn't figure out how to use but in seconds I was able to use the live chat widget and a lovely colleague of theirs named David showed me how to use the new feature. I use eDesk every day, I can't recommend it enough! Review collected by and hosted on G2.com.

Believe it or not, I haven't found anything I dislike about it so far! Review collected by and hosted on G2.com.

I'm the IT and Systems manager for a small organization eDesk as a tool has been fantastic for us in allowing us to scale up and provide better support to our clients through automation, translation, and consolidation of channels into one place.

It's primarily a force multiplier for our small Support team enabling them to be compliant with channel expectations in regards to response time without putting a greater staffing burden in place. Review collected by and hosted on G2.com.

The backend administration and user management.

I recently took over the platform from a departing ecommerce specialist and was disappointed to find that there's no functional way for me to be the account owner without paying for a seat in the platform, read only seats do exist but if you are a read only user and the owner of the account you are locked out of changing billing updating settings managing users or anything functional.

The support process from eDesk.

The eDesk team is fantastic and were on top of helping me with everything I asked them about but I found that if I changed pages while I had the chat window up there was no way for me to get back to my existing chat and that I'd have to start a new chat. Review collected by and hosted on G2.com.

This tool is an absolute game-changer if you're managing multiple marketplace accounts. It seamlessly consolidates all your customer emails into a single, centralized inbox—making it incredibly easy to respond to inquiries quickly and efficiently.

Even if you’re only using one account, the built-in AI support and auto-response features are impressive. They help streamline communication and scale customer service without the need to expand your team. Whether you're a solo seller or managing a growing e-commerce operation, this tool empowers you to deliver fast, consistent, and professional support with minimal effort.

Highly recommended for anyone looking to enhance their customer service and stay on top of communications! Review collected by and hosted on G2.com.

Setting up rules does require a bit of a learning curve, but with the support of their comprehensive Knowledge Base—and the option to get personal assistance from their team if needed—it becomes a manageable task. The guidance provided makes the setup process smooth and far less daunting than it might initially seem. Review collected by and hosted on G2.com.