--- 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: '2026-08-07' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- ### eDesk Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users find eDesk's **ease of use** impressive, benefiting from intuitive design and efficient, supportive assistance. [(22 mentions)](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2241888&qs=pros-and-cons#reviews) Users highlight the **prompt and helpful customer support** from eDesk, enhancing their overall experience and efficiency. [(21 mentions)](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=1453622&qs=pros-and-cons#reviews) Users value the **efficiency** of eDesk, appreciating quick support and streamlined communication across multiple platforms. [(19 mentions)](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2099108&qs=pros-and-cons#reviews) Users value the **time-saving centralization** of eDesk, enhancing efficiency and collaboration across customer support channels. [(18 mentions)](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2099065&qs=pros-and-cons#reviews) Users appreciate the **time-saving template feature** of eDesk, enhancing efficiency in customer service tasks. [(18 mentions)](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=1453450&qs=pros-and-cons#reviews) Users find the **learning curve steep** , as advanced settings and workflows require time to master and understand. [(7 mentions)](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=1976752&qs=pros-and-cons#reviews) Users experience **ticketing issues** with filtering, automatic categorization, and duplicate ticket creation affecting their workflow. [(6 mentions)](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2282686&qs=pros-and-cons#reviews) Users find the pricing of eDesk to be **quite steep** , making it prohibitive for smaller businesses and larger teams. [(5 mentions)](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2241827&qs=pros-and-cons#reviews) Users find eDesk's interface **not intuitive** , requiring time to understand advanced settings and workflows effectively. [(5 mentions)](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2283036&qs=pros-and-cons#reviews) Users find the **automatic ticket categorization frustrating** , as it complicates management and impedes workflow efficiency. [(5 mentions)](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2283057&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of eDesk ##### 1. Ease of Use Users find eDesk's **ease of use** impressive, benefiting from intuitive design and efficient, supportive assistance. [ See 22 mentions ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2241888&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Angie S.") AS 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 highlight the **prompt and helpful customer support** from eDesk, enhancing their overall experience and efficiency. [ See 21 mentions ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=1453622&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Angie S.") AS 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, appreciating quick support and streamlined communication across multiple platforms. [ See 19 mentions ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2099108&qs=pros-and-cons#reviews) See Related User Reviews ![Angie S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Angie S.") AS 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 SP 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 value the **time-saving centralization** of eDesk, enhancing efficiency and collaboration across customer support channels. [ See 18 mentions ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2099065&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U 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 SP 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 appreciate the **time-saving template feature** of eDesk, enhancing efficiency in customer service tasks. [ See 18 mentions ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=1453450&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Angie S.") AS 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 to master and understand. [ See 7 mentions ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=1976752&qs=pros-and-cons#reviews) See Related User Reviews ![Angie S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Angie S.") AS 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 SP 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 experience **ticketing issues** with filtering, automatic categorization, and duplicate ticket creation affecting their workflow. [ See 6 mentions ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2282686&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jake S.") JS 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 the pricing of eDesk to be **quite steep** , making it prohibitive for smaller businesses and larger teams. [ See 5 mentions ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2241827&qs=pros-and-cons#reviews) See Related User Reviews ![Jake S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jake S.") JS 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "E G.") EG 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 eDesk's interface **not intuitive** , requiring time to understand advanced settings and workflows effectively. [ See 5 mentions ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2283036&qs=pros-and-cons#reviews) See Related User Reviews ![Angie S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Angie S.") AS 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 SP 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 categorization frustrating** , as it complicates management and impedes workflow efficiency. [ See 5 mentions ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2283057&qs=pros-and-cons#reviews) See Related User Reviews ![Jake S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jake S.") JS 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sue B.") SB 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 ![Angie S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Angie S.") AS Angie S. Content Manager Small-Business (50 or fewer emp.) 1/23/2026 "Easy Setup and Fast, Helpful Support for New eDesk Users" 4.5/5 What do you like best 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, 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. 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 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. What problems is eDesk solving and how is that benefiting you? switching over from a previous software to better help our customers with online chat, customer service tickets and linking everything in one spot for our support team I was not the primary decision maker to make the switch, but have been assisting in the changeover Review collected by and hosted on G2.com. Show More Response from eDesk Admin of eDesk [Editedit](https://www.g2.com/survey_responses/edesk-review-12251088/official_response/edit) Hi Angie, Thank you for sharing your experience as a new eDesk user! We’re really glad to hear that setup has been smooth and that our support team has been quick, helpful, and pleasant to work with during the transition. Making onboarding easier is something we care a lot about. We also appreciate your feedback on backend navigation and finding resources like the Knowledge Base and library preview. Insights like this are incredibly helpful as we work to improve usability. Thanks again for your review and for supporting the changeover to eDesk. Best, The eDesk Team Current UserValidated ReviewerSource: Organic ![Verified User in Health, Wellness and Fitness](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Health, Wellness and Fitness") AH Verified User in Health, Wellness and Fitness Small-Business (50 or fewer emp.) 6/17/2026 "User-Friendly Setup and Excellent Support That Streamlines Customer Enquiries" 5/5 What do you like best about eDesk? eDesk is very user-friendly, enabling our customer service staff to manage customer enquiries efficiently. It integrates directly with our major sales channels as well as our email inboxes, which was very easy to set up. The support we have recieved on minor teething issues has been excellent, and the team could not do more for us. Review collected by and hosted on G2.com. What do you dislike about eDesk? As a small business, we’ve found that the per-user, per-month licensing costs can feel high. That said, we generally believe the ROI makes it worth it. Review collected by and hosted on G2.com. What problems is eDesk solving and how is that benefiting you? eDesk brings enquiries from almost all of our customer channels into one place, allowing us to deal with high query volumes at peak season without a hitch. Review collected by and hosted on G2.com. Show More Response from Mariana Maxim of eDesk [Editedit](https://www.g2.com/survey_responses/edesk-review-12971636/official_response/edit) Hi there, Thank you for sharing your experience! We’re delighted to hear that eDesk has been easy to set up and is helping your team manage customer enquiries more efficiently across your sales channels and inboxes. It’s also wonderful to know that our support team has been there to help whenever needed. We’re especially pleased that eDesk is helping you handle high volumes of enquiries during peak periods without missing a beat. Thanks again for your feedback and for choosing eDesk. Best, The eDesk Team Current UserValidated ReviewerSource: Organic ![Shreejal M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shreejal M.") SM Shreejal M. Full-stack Developer Retail Small-Business (50 or fewer emp.) 4/23/2026 "Unified Interface Boosts Seller Reputation" 4/5 What do you like best about eDesk? I like that eDesk connects to most of the popular marketplaces like eBay, Amazon, Walmart, and Temu, providing a unified interface. This is one of the most important features because as soon as the ticket comes in, we see it immediately on eDesk and can respond quickly, helping us keep our response times low. The initial setup was really easy, just a few button clicks, and it was all set up. Review collected by and hosted on G2.com. What do you dislike about eDesk? The API bit of eDesk should be improved with tiered rate limits and improved documentation because both of they are in really bad shape right now Review collected by and hosted on G2.com. What problems is eDesk solving and how is that benefiting you? I use eDesk for ticketing, issue escalation, and customer management. It connects to popular marketplaces, providing a unified interface to manage tickets. This helps keep response times low, which boosts our reputation and makes us a trusted seller. Review collected by and hosted on G2.com. Show More Response from eDesk Admin of eDesk [Editedit](https://www.g2.com/survey_responses/edesk-review-12677437/official_response/edit) Hi Shreejal, Thank you for your detailed feedback! We’re glad to hear that eDesk’s marketplace integrations and unified interface are helping you respond quickly and maintain strong response times. It’s great to know setup was smooth and that the platform is supporting your team’s reputation as a trusted seller. We appreciate your feedback on the API and documentation, and will continue working to improve these areas. Thanks again for sharing your experience! Best, The eDesk Team Validated ReviewerSource: Organic ![Info S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Info S.") IS Info S. Owner Small-Business (50 or fewer emp.) 6/17/2026 "Easy Marketplace Integration with Amazing Support and Great Automation" 5/5 What do you like best about eDesk? It’s easy to integrate with marketplaces, and the customer service is amazing. The interface is simple to use, and the templates are great. I was also able to offload our customer service to our customer service agent without any hassle. Review collected by and hosted on G2.com. What do you dislike about eDesk? Not much to complain about. but I wish the Etsy integration was better. Review collected by and hosted on G2.com. What problems is eDesk solving and how is that benefiting you? Helped me organize and centralize all my customer service from our marketplaces and channels. Review collected by and hosted on G2.com. Show More Response from Mariana Maxim of eDesk [Editedit](https://www.g2.com/survey_responses/edesk-review-12972675/official_response/edit) Hi there, Thank you for your wonderful feedback! We’re so glad to hear that eDesk has made it easy to integrate your marketplaces, centralize customer service, and hand off support to your team with ease. It’s also great to know that our templates, simple interface, and support team have helped make your experience a positive one. We appreciate your feedback on the Etsy integration and will continue working to improve and expand our integrations. Thanks again for sharing your experience and for choosing eDesk. Best, The eDesk Team Current UserValidated ReviewerSource: Organic MG Mathieu G. Président Small-Business (50 or fewer emp.) 4/29/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "Good multi-marketplace tool and responsive support, but price increases are not well justified." 3.5/5 What do you like best about eDesk? Tool connected to many marketplaces, responsive support. However, the prices increase every year but I don't see any improvement for me (I don't use the AI features). The interface is quite well designed and the application is fast. Review collected by and hosted on G2.com. What do you dislike about eDesk? I sometimes make improvement suggestions that are nevertheless essential, but they are not taken into account by their teams. Review collected by and hosted on G2.com. What problems is eDesk solving and how is that benefiting you? Allows you to respond quickly to a ticket and automatically move on to another one Review collected by and hosted on G2.com. Show More Response from Mariana Maxim of eDesk [Editedit](https://www.g2.com/survey_responses/edesk-review-12712236/official_response/edit) Hi Mathieu, Thank you for your feedback! We’re glad to hear that eDesk’s marketplace integrations, responsive support, and intuitive interface are helping your team manage customer support efficiently. It’s great to know the platform is delivering a fast and reliable experience. We also appreciate your suggestions for improvements. Customer feedback is incredibly important to us, and it helps shape the future of the platform as we continue to evolve. Best, The eDesk Team 5/30/2026 Current UserValidated ReviewerSource: OrganicAI Translated ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") G Verified User 7/8/2026 "Highly Customizable and Efficient for Ticket Management" 5/5 What do you like best about eDesk? 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. What do you dislike about eDesk? No issues currently. Review collected by and hosted on G2.com. What problems is eDesk solving and how is that benefiting you? eDesk allows our CS team to respond to tickets seamlessly across platforms like Amazon and eBay, enabling multiple users to work in the same mailbox without confusion. It keeps an easy record of all conversations, preventing assignment confusion. Review collected by and hosted on G2.com. Show More Response from Mariana Maxim of eDesk [Editedit](https://www.g2.com/survey_responses/edesk-review-13079979/official_response/edit) Hi there, Thank you for the wonderful review! We're delighted to hear that eDesk is making ticket management easier for your team and that the customization has had such a positive impact. We'll be sure to pass your kind words on to Carlos. Thanks again for your support and we're thrilled to be part of your customer support workflow! Best, The eDesk Team Validated ReviewerSource: Organic ![Svetlana B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Svetlana B.") SB Svetlana B. Chargée de relation client Small-Business (50 or fewer emp.) 4/21/2026 "Easy-to-Use eDesk with Smart Sorting and Response Scheduling" 5/5 What do you like best about eDesk? eDesk is easy to use, and I like the way you can sort and schedule responses based on needs. Review collected by and hosted on G2.com. What do you dislike about eDesk? Sometimes it can be slow, and spam moderation can also be a bit challenging at times. Review collected by and hosted on G2.com. What problems is eDesk solving and how is that benefiting you? eDesk helps centralize and manage customer messages from different channels in one place, which makes it easier to keep track of requests and respond more efficiently. It also improves organization thanks to sorting and automation features, which saves time in daily processing. Review collected by and hosted on G2.com. Show More Response from eDesk Admin of eDesk [Editedit](https://www.g2.com/survey_responses/edesk-review-12661346/official_response/edit) Hi Svetlana, Thank you for your feedback! We’re glad to hear that eDesk’s ease of use, sorting, and scheduling features are helping you stay organized and respond more efficiently. We appreciate your note on speed and spam moderation, and we’ll continue working to improve these areas. Thanks again for sharing your experience and for choosing eDesk! Best, The eDesk Team Current UserValidated ReviewerSource: Organic ![Sue B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sue B.") SB Sue B. Customer Service Team Leader Small-Business (50 or fewer emp.) 10/22/2025 "Excellent service" 5/5 What do you like best about eDesk? 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. 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. 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. What problems is eDesk solving and how is that benefiting you? Having all customer enquiries together with order information etc is making a big difference and we are being more efficient due to this. I am currently looking to implement the training content to be able to implement the AI feature to help even more in the future. Review collected by and hosted on G2.com. Show More Response from eDesk Admin of eDesk [Editedit](https://www.g2.com/survey_responses/edesk-review-11687733/official_response/edit) Hi Sue, Thank you for sharing your experience! We’re delighted to hear that eDesk is helping you manage all your customer messages in one place and that our support team has been efficient and responsive. It’s also great to know you’re enjoying the new search function for easier navigation. We appreciate your feedback on ticket sorting and the Knowledge Base. Insights like this help us continue improving and making eDesk even more user-friendly. Best, The eDesk Team Current UserValidated ReviewerSource: Organic ![Pellegrino L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pellegrino L.") PL Pellegrino L. General Manager Small-Business (50 or fewer emp.) 9/16/2025 "Great tool for managing tickets, but pricing could be fairer" 4/5 What do you like best about eDesk? 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. What do you dislike about eDesk? 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. What problems is eDesk solving and how is that benefiting you? Before using eDesk, we were struggling to keep track of customer messages coming from different channels (Amazon, eBay, email, etc.). It was very time-consuming to switch back and forth between platforms, and sometimes tickets slipped through the cracks. With eDesk everything is centralized in one dashboard, which saves us a huge amount of time and helps us respond to customers faster. The automation rules and reporting also make it easier to stay on top of team performance. Overall, it has really streamlined our customer support workflow and improved response times and customer satisfaction. Review collected by and hosted on G2.com. Show More Response from eDesk Admin of eDesk [Editedit](https://www.g2.com/survey_responses/edesk-review-11685126/official_response/edit) Hi Pellegrino, Thank you for being with us for so many years and for sharing your experience. We’re really glad to hear that eDesk has helped centralize your customer messages, improve response times, and make ticket management so much easier. It’s also great to know the reporting and integrations are working well for your team. We appreciate your honest feedback about Amazon, eBay, and pricing. Insights like these help us keep improving, and we’ll continue working hard to make eDesk even better. Thanks again for recommending us and for being part of the eDesk community! Best, The eDesk Team Current UserValidated ReviewerSource: Organic SP Stefan P. Small-Business (50 or fewer emp.) 12/19/2025 "Powerful all-in-one tool for scalable customer support" 5/5 What do you like best 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, 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. 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, the system works very reliably. Review collected by and hosted on G2.com. What problems is eDesk solving and how is that benefiting you? eDesk solves the problem of fragmented customer communication across multiple sales channels by bringing everything into one centralized inbox. This reduces response times, prevents missed messages, and gives full order context to every ticket. As a result, our support team works more efficiently, delivers faster and more consistent responses, and maintains a higher level of customer satisfaction while scaling operations. Review collected by and hosted on G2.com. Show More Response from eDesk Admin of eDesk [Editedit](https://www.g2.com/survey_responses/edesk-review-12119992/official_response/edit) Hi Stefan, Thank you for your feedback! We’re glad to hear that eDesk is helping you centralize customer messages, save time, and scale support without losing quality. It’s great to know features like automation, templates, and order context are making your workflow more efficient. We appreciate your note about the initial learning curve and will keep working to make advanced settings even easier to use. Thanks again for trusting eDesk with your customer support. 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