eDesk Reviews

Pros

Working across so many channels is a big advantage and I find the integrations easy to set up and manage.

Cons

Main issue is the cost. A discount or tiered plan would help since we don't use most of the features.

Pros

The integrations are simple to use, while performance metrics and data remain easy for me to access. Regular updates keep the information useful for decision-making and training and using an inbox as a ticketing system adds even more convenience.

Cons

For customers, the built-in web chat can be confusing because it is often mistaken for an email contact form. The chat experience feels restrictive and more like instant email making it difficult to tell whether someone is still typing or has left. User permissions are helpful for structuring departments but performance data under Insights remains visible to users without those permissions on the home tab which defeats their purpose.

Pros

Live chat support has been extremely helpful for me. A support representative walked me through everything and was quick to assist whenever I needed help.

Cons

With the tech support being so helpful, I don't really have any drawbacks to mention.

Pros

Ease of use is a major strength for me and the UI looks clean and appealing.

Cons

Some configuration areas can be tricky. The review also asks for too many fields even though I only received chat support. It would be better to ask only about the relevant action and send the survey at another time.

Pros

Connecting marketplaces to the platform is very easy which makes setup much more convenient for me.

Cons

At times, certain features seem to be missing which can be limiting.

Pros

It's easy to use, provides useful insights and works well for our daily customer service needs across different marketplaces.

Cons

More Amazon features would be useful, including Voice of Customer messages. I'm not sure whether that option is already available.

Pros

Having customer queries from every platform arrive in one mailbox saves me a lot of time. The templates are especially useful and when I had trouble sending messages, the chat support team was quick to help.

Cons

After a recent update, selecting AI suggestions has become more difficult. The response now requires hovering and trying to select it, whereas previously, clicking the option was much easier.

Pros

Creating rules and automatically assigning tickets helps me manage the workload more efficiently. The tagging system is also excellent for sorting requests and identifying which areas need priority.

Cons

One improvement I'd like to see is the ability for e-desk to avoid assigning tickets to agents who aren't logged in. Since they are part of a rule, tickets continue being distributed to them even when they're unavailable.

Pros

Getting started is easy and the text and video guides along with webinars give new users useful support. App store integrations are simple to connect, while ticket management lets the whole team access and handle customer queries.

Cons

Compared with other tools in this space, the pricing is slightly high. Social media integration also hasn't been as effective as we hoped and the platform isn't an ideal fit for enterprise use cases.

Pros

Setting it up is very simple and I like the integration options with marketplaces such as Amazon and eBay. Having reviews and other information available in one place is also useful for me.

Cons

Lack of an API and limited integration capabilities are drawbacks. Compared with competitor systems, the platform also isn't particularly user-friendly.

Pros

When the product was known as Xsellco, it worked really well for me which was something I appreciated.

Cons

Performance has been a major problem at times. The software sometimes needs to be closed completely before it refreshes properly and attachments, snippets or copy-and-paste may stop working. Messages can also appear overnight even after all folders were checked for overdue items. The "To Do" folder sometimes shows an incorrect message count, while filters reset whenever the folder is left, requiring them to be organized again. Customer support has often focused on explaining how to sort messages rather than addressing the actual problem. Overall, the current version has lost functionality compared with the previous one and tasks that were supposed to be faster now take longer. Snippets can also gain extra spaces that have to be removed manually.

Pros

There are plenty of features for the price making it a strong value compared with competitors. I've used it for more than two years and haven't considered switching because I've had very few problems and whenever something small comes up, customer service resolves it quickly.

Cons

The interface isn't the most appealing and could use a cleaner look. Some features also feel a little dull and could be easier to use.

Pros

The Helpdesk is the best message compiler I've used. It's a great product for me and the pricing is excellent.

Cons

So far I don't have any issues with the software.

Pros

It works reliably and whenever I need help, the support team is there for me and usually resolves the issue quickly.

Cons

Having to pay for help is frustrating when we're already paying for the service. Customer support should be included.

Pros

Direct integration with eBay and other marketplaces is a big plus. I can also create rules easily, while the design is decent and the reporting features are useful.

Cons

Search function is poor making it difficult to find information properly. We've also had a bad experience with Xsellco, particularly because support is very slow across different time zones and issues can take too long to resolve. Errors on their end also happen frequently.

Pros

Customer service chaos became much easier for us to manage. The platform keeps our issues organized and helps us stay on top of customer requests while integrating fully with Amazon Seller Central.

Cons

Getting the setup completed was challenging until the support team became involved. Reaching out to the support team from the beginning would make the process much easier.

Pros

Having one central place to manage customer communications saves me from logging into several different systems throughout the day.

Cons

The way this system handles eBay isn't ideal for me. It doesn't always bring the right items to my attention without also showing unnecessary ones.

Pros

For Shopify or Magento merchants, this software can be a huge time saver. Before using Xsellco, we relied on different plugins or manually copied customer email addresses into Shopify to find order details. Now I can see customer order, delivery and product information directly in the helpdesk inbox. Canned responses can also use delivery or product data which makes handling requests much faster and more affordable than many other helpdesk options.

Cons

Some parts of the interface could use improvement but once you get used to them, there aren't really any issues with using the system.

Pros

The interface is very easy for me to use and it helps me manage customer service across multiple online marketplaces efficiently.

Cons

One limitation is that I can't create new messages directly to customers through the online software portal.

Pros

Keeping everything organized in one place has been a major benefit for our company. It also helps us stay connected with customers without having to manage different systems separately.

Cons

iPhone app could definitely be more functional and offer more capabilities.