eDesk Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users find eDesk to be user-friendly, appreciating the intuitive interface and efficient customer support for quick assistance. (22 mentions)

Users commend the efficient customer support of eDesk, providing quick and helpful assistance whenever needed. (21 mentions)

Users value the efficiency of eDesk, enjoying quick support and streamlined customer communication in one platform. (19 mentions)

Users appreciate the centralized customer communication of eDesk, enhancing efficiency and making support management effortless. (18 mentions)

Users praise eDesk for its time-saving features, including templates and AI assistance for efficient customer service. (18 mentions)

Users find the learning curve steep, as advanced settings and workflows require time and effort to master. (7 mentions)

Users face ticketing issues with filtering inefficiencies and automated categorization, complicating ticket management and organization. (6 mentions)

Users find eDesk's pricing to be quite steep, making it prohibitive for smaller businesses and larger teams. (5 mentions)

Users find the interface not intuitive, making initial setup and self-use challenging despite reliable system performance. (5 mentions)

Users find the automatic ticket sorting frustrating, leading to confusion and delays in managing support requests. (5 mentions)

5 Pros or Advantages of eDesk

1. Ease of Use

Users find eDesk to be user-friendly, appreciating the intuitive interface and efficient customer support for quick assistance.

See 22 mentions

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Verified User

Small-Business (50 or fewer emp.)

4.5/5

"Sleek Design and Always-Helpful Support"

What do you like about eDesk?

Very sleek design and their support is always there to help. Very easy to use, and has many tools to review our customer service. I use it every singl

Angie S.

Small-Business (50 or fewer emp.)

4.5/5

"Easy Setup and Fast, Helpful Support for New eDesk Users"

What do you like about eDesk?

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, co

2. Customer Support

Users commend the efficient customer support of eDesk, providing quick and helpful assistance whenever needed.

See 21 mentions

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Verified User

Small-Business (50 or fewer emp.)

4.5/5

"Sleek Design and Always-Helpful Support"

What do you like about eDesk?

Very sleek design and their support is always there to help. Very easy to use, and has many tools to review our customer service. I use it every singl

Angie S.

Small-Business (50 or fewer emp.)

4.5/5

"Easy Setup and Fast, Helpful Support for New eDesk Users"

What do you like about eDesk?

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, co

3. Efficiency

Users value the efficiency of eDesk, enjoying quick support and streamlined customer communication in one platform.

See 19 mentions

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Angie S.

Small-Business (50 or fewer emp.)

4.5/5

"Easy Setup and Fast, Helpful Support for New eDesk Users"

What do you like about eDesk?

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, co

Stefan P.

Small-Business (50 or fewer emp.)

5.0/5

"Powerful all-in-one tool for scalable customer support"

What do you like about eDesk?

eDesk centralizes all customer messages from different marketplaces and channels in one place, which saves a huge amount of time. The automation rules

4. Features

Users appreciate the centralized customer communication of eDesk, enhancing efficiency and making support management effortless.

See 18 mentions

See Related User Reviews

Verified User

Small-Business (50 or fewer emp.)

4.5/5

"Sleek Design and Always-Helpful Support"

What do you like about eDesk?

Very sleek design and their support is always there to help. Very easy to use, and has many tools to review our customer service. I use it every singl

Stefan P.

Small-Business (50 or fewer emp.)

5.0/5

"Powerful all-in-one tool for scalable customer support"

What do you like about eDesk?

eDesk centralizes all customer messages from different marketplaces and channels in one place, which saves a huge amount of time. The automation rules

5. Helpful

Users praise eDesk for its time-saving features, including templates and AI assistance for efficient customer service.

See 18 mentions

See Related User Reviews

Verified User

Small-Business (50 or fewer emp.)

4.5/5

"Sleek Design and Always-Helpful Support"

What do you like about eDesk?

Very sleek design and their support is always there to help. Very easy to use, and has many tools to review our customer service. I use it every singl

Angie S.

Small-Business (50 or fewer emp.)

4.5/5

"Easy Setup and Fast, Helpful Support for New eDesk Users"

What do you like about eDesk?

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, co

5 Cons or Disadvantages of eDesk

1. Learning Curve

Users find the learning curve steep, as advanced settings and workflows require time and effort to master.

See 7 mentions

See Related User Reviews

Angie S.

Small-Business (50 or fewer emp.)

4.5/5

"Easy Setup and Fast, Helpful Support for New eDesk Users"

What do you dislike about eDesk?

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

Stefan P.

Small-Business (50 or fewer emp.)

5.0/5

"Powerful all-in-one tool for scalable customer support"

What do you dislike about eDesk?

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,

2. Ticketing Issues

Users face ticketing issues with filtering inefficiencies and automated categorization, complicating ticket management and organization.

See 6 mentions

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Verified User

Small-Business (50 or fewer emp.)

4.5/5

"Sleek Design and Always-Helpful Support"

What do you dislike about eDesk?

Sometimes the tickets I try to find by specific words don't filter well enough but all in all it's a very good platform

Jake S.

Small-Business (50 or fewer emp.)

4.0/5

"Feature-Rich with Pricing Challenges"

What do you dislike about eDesk?

I find the pricing of eDesk very steep, especially when compared to what it was initially. This makes it quite prohibitive for smaller businesses. Add

3. Expensive

Users find eDesk's pricing to be quite steep, making it prohibitive for smaller businesses and larger teams.

See 5 mentions

See Related User Reviews

Jake S.

Small-Business (50 or fewer emp.)

4.0/5

"Feature-Rich with Pricing Challenges"

What do you dislike about eDesk?

I find the pricing of eDesk very steep, especially when compared to what it was initially. This makes it quite prohibitive for smaller businesses. Add

E G.

4.0/5

"Efficient Ticketing But Pricey"

What do you dislike about eDesk?

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

4. Not Intuitive

Users find the interface not intuitive, making initial setup and self-use challenging despite reliable system performance.

See 5 mentions

See Related User Reviews

Angie S.

Small-Business (50 or fewer emp.)

4.5/5

"Easy Setup and Fast, Helpful Support for New eDesk Users"

What do you dislike about eDesk?

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

Stefan P.

Small-Business (50 or fewer emp.)

5.0/5

"Powerful all-in-one tool for scalable customer support"

What do you dislike about eDesk?

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,

5. Ticket Management

Users find the automatic ticket sorting frustrating, leading to confusion and delays in managing support requests.

See 5 mentions

See Related User Reviews

Jake S.

Small-Business (50 or fewer emp.)

4.0/5

"Feature-Rich with Pricing Challenges"

What do you dislike about eDesk?

I find the pricing of eDesk very steep, especially when compared to what it was initially. This makes it quite prohibitive for smaller businesses. Add

Sue B.

Small-Business (50 or fewer emp.)

5.0/5

"Excellent service"

What do you dislike about eDesk?

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

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Julián S.

eCommerce Manager

Small-Business (50 or fewer emp.)

7/8/2022

"Good integrations but some inconsistency on the reports."

3/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Consumer Goods

Mid-Market (51-1000 emp.)

5/19/2022

"Technical Issue was resolved quickly"

4.5/5

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Josh W.

Mid-Market (51-1000 emp.)

7/28/2022

"Fantastic tool for communication"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Marasigan L.

Information Tech

Mid-Market (51-1000 emp.)

7/14/2022

"Works well for quick responses"

3.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about eDesk?

The interface can sometimes be difficult to manage, from support and customer perspective. Review collected by and hosted on G2.com.

Priyanka N.

Ecommerce Account Manager

Mid-Market (51-1000 emp.)

8/9/2022

"Amazing tool to ease your customer support"

5/5

What do you like best about eDesk?

We have linked multiple sites so that all the customer reviews we can see and manage easily Review collected by and hosted on G2.com.

What do you dislike about eDesk?

Nothing, the tool automates the customer reply too Review collected by and hosted on G2.com.

Doug D.

Trainer

Mid-Market (51-1000 emp.)

7/22/2022

"Carlos did an amazing job correcting an issue that happened with 2 of my agents accounts."

5/5

What do you like best about eDesk?

Quick and easy. Great customer support. Review collected by and hosted on G2.com.

What do you dislike about eDesk?

I have not had an issue with the product. Review collected by and hosted on G2.com.

Verified User in Retail

Mid-Market (51-1000 emp.)

8/11/2022

"user friendly, accessibility"

5/5

What do you like best about eDesk?

the interface is really very easy to get used to Review collected by and hosted on G2.com.

What do you dislike about eDesk?

merging with similar profiles on edesk is not available Review collected by and hosted on G2.com.

Verified User in Automotive

Small-Business (50 or fewer emp.)

5/6/2022

"Title"

2.5/5

What do you like best about eDesk?

Transparency was nice. having the tickets lined up was perfect Review collected by and hosted on G2.com.

What do you dislike about eDesk?

Automation was nonexistent in the way we were using it. If we could add macros thatd, be great Review collected by and hosted on G2.com.

Corey V.

Small-Business (50 or fewer emp.)

11/30/2020

"Great tool for managing customer communication"

5/5

What do you like best about eDesk?

All communications with customers can be centralized in one location which makes for easy organization. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Michael C.

eCommerce Manager

Small-Business (50 or fewer emp.)

12/19/2018

"Almost Just Right"

4.5/5

What do you like best about eDesk?

This is the only SaaS that I've come across that actually interfaces, directly with the marketplaces. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.