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 find eDesk fantastic because it keeps everything in one place, like live chats and emails, and has excellent AI features. The customer service from eDesk is always responsive and resolves any questions we have, and they are very willing to help us build and develop our brand by taking our feedback into account for product development. The initial setup was very easy, with detailed and dedicated onboarding from start to finish. Review collected by and hosted on G2.com.

Nothing 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.

Being able to manage multiple accounts from one place is really vital for our business. We've been using eDesk for years. It's easy to use, you can connect different sources. We mostly use email inboxes. Their support are generally quick and helpful too. Review collected by and hosted on G2.com.

It can run slowly sometimes and downtime has been an issue recently. Review collected by and hosted on G2.com.

I love eDesk. I find their help service amazing; they are always helpful and friendly. The initial setup was very easy, especially with our manager helping throughout the process. Review collected by and hosted on G2.com.

I love everthing about it 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.