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 mutliplier 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 adminstration 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.

Very simple, minimalist and working very good to manage SAV by Email with translate option, I'm using every day.

The customer support is very reactive and very helpful.

It's very easy and fast to integrate and install. Review collected by and hosted on G2.com.

I just don't like the feature about Facebook comments it's too much into the inbox and it can be better to add categories for each store on the left menu or preconfigured filter. Review collected by and hosted on G2.com.

Support is very helpful. It has all the integrations I ned. Review collected by and hosted on G2.com.

I'm still discovering Edesk, but for now everything is fine. Review collected by and hosted on G2.com.

We have been using eDesk for 8+ years now. Very satisfied with the features overall. The template messages and SLA countdown timer are particularly useful. We also make use of the auto response feature. The template messages save us a lot of time. Review collected by and hosted on G2.com.

As of November 2025, no Temu integration - hopefully this changes soon. Review collected by and hosted on G2.com.

They offer lots of features to improve your customer service workflow like auto generating invoices, AI templates and gererated responses.

It takes a bit of setting up but the more flows you create the faster you can optimise and automate your processes. Review collected by and hosted on G2.com.

The AI features we're not that impressive when you use the default settings, you must configure them to tailor to your specific niche. But i assume thats pretty normal since you need to train the AI to cater to your business needs. Review collected by and hosted on G2.com.

Strong integrations with all our online channels to manage customer service tickets, including live chat functionality.

Good AI features to improve efficiency and great organisational features to manage multiple channels, multiple agents and multiple languages Review collected by and hosted on G2.com.

Can be difficult to find older messages. Review collected by and hosted on G2.com.

Capable of managing multiple marketplaces within 1 system, including our main email support. The AI system is robust, can read and auto-generate a response depending on the message contents. Back-end support is immediate, responsive, and can resolve all my issues. Review collected by and hosted on G2.com.

Nothing as of right now, everything is great! Review collected by and hosted on G2.com.

Efficient software and good support team Review collected by and hosted on G2.com.

Not so easy to use by oneself. But support team is good. Review collected by and hosted on G2.com.

EDesk is Excellent for many reasons, but my favorite reason is that it saves me so much time with customer service. The Template Feature is outstanding. I have many standard responses that I can pull up in seconds. I also love that the Ai sums up long emails into a few sentences. And the Ai keeps getting smarter. It's like having a personal assistant. I am confident that the Ai will be able to handle the majority of my customer service in the near future. Review collected by and hosted on G2.com.

The only downside is that there is a slight learning curve to get started. (But there is with anything new.) The good news is that eDesk will work one on one with you until you're up and running. Review collected by and hosted on G2.com.