eDesk ‑ AI, Helpdesk & Chat

Every review carries the store that wrote it and how big that store is, and 3 of them are complaints you can read in full.

• 5★2026-04-01

  It's wonderful to have our Ebay, Amazon and Shopify messages all come into one place. Previously we were using a gmail acount, which was the cheapest way but did not provide for a way to keep track of open and closed messages. From eDesk we can message, cancel orders, assign messages to specific customer service reps and do refunds for all of our marketplaces. My staff was upset when we moved over to eDesk. As the business owner I set it up and our agent complaining started - for a couple of days. Then everyone started to see how much easier customer services becomes with Edesk. There is a learning curve to eDesk but it's well worth the effort. We don't use the eDesk ai auto response but do use templates to answer the same questions, which saves us a ton of time. We've been using eDesk for about 18 months. We also use Shipstation, reason being Shipstation keeps the customer address available. Apparently eDesk has a different privacy agreement with Amazon and cannot show addresses after the items have been shipped. Shipstation (there's a free version) with eDesk is a great one two punch. When we have support questions with edesk we usually get an answer back within a couple of hours. As a business owner, it costs us a minimum of 50 cents a minute to do anything. The time savings with Edesk pays for itself many times over.

  Spectral Paints · outside the top 100k

  Link to this reviewVerify at sourcespectralpaints.biz

• 5★2026-03-27

  Been using eDesk since two years now and it's the best CRM tool I could find out there. Runs stable and has exceptional (human!) support. They helped me with every problem I encountered along the way. Big props for that. Maybe a little pricey, but you get what you pay for. Only concern for me for the last couple of months is that the integrated AI system seems a little weak compared to current models. Wish for an upgrade or even the ability to choose ones own model via API.

  Ausgeknipst · outside the top 100k

  Link to this reviewVerify at sourceausgeknipst.de

• 5★2026-03-24

  Have been using eDesk for many years - great piece of kit - highly recommend

  Rymora · outside the top 100k

  Link to this reviewVerify at sourcerymora.com

• 5★2024-11-04

  Brilliant app and a great support team behind it, as an omni channel business this has been invaluable in consolidating customer service requests from a wide range of channels all with differing setups and profiles. Loads of time and resource saved on sorting and resolving customer issues and the team are always keen to help optimise it's functionality within your business

  cellier.co.uk · outside the top 100k

  Link to this reviewVerify at sourcecellier.co.uk

• 5★2024-10-11

  Their AI is a game-changer, providing fast, accurate responses and freeing up agents for complex issues. We're thrilled with the results and highly recommend eDesk.

  ZYBUX · outside the top 100k

  Link to this reviewVerify at sourcezybux.co.uk

• 5★2024-10-10

  This app is outstanding and offers exceptional value for money by significantly reducing the time spent responding to messages. eDesk streamlines customer service, making it far more efficient and manageable. I can’t imagine how we would operate without it.

  curtainsdirect2u · top 100k store

  Link to this reviewVerify at sourcecurtainsdirect2u.co.uk

• 5★2024-10-09

  We've been using eDesk for a little over a month, and I have to say that the features it has are incredible! The only thing that I do not like is not being able to personalize the main set up. For example, I'd like to create individual sections for each company, within the company. For example, there is a section called "New Tickets" and "To Do" and it will show a number beside it to indicate how many tickets are in it. Those folders do not work for our company so we had to create pinned filters. The filters do not show a number next to it to indicate how many tickets or if a new one comes in. The pinned filters are also located further down that the "To Do", and it's a bit confusing because you are drawn to the "To Do" rather than a pinned filter. But all in all, the features are great!

  Leven Rose · top 100k store

  Link to this reviewVerify at sourcelevenrose.com

• 5★2024-10-09

  Our experience with eDesk over the past year has been nothing short of transformative for our customer service team. The platform's ability to consolidate all aspects of customer communication into a single, cohesive interface has been a game changer. This integration has remarkably streamlined our workflow, enabling our team to access essential information efficiently and collaborate more effectively. They have great features and allow us to create many templates to make our response time to our customer faster. We do recommend having this tool part of your customer service team!

  Bugatti Collections · top 100k store

  Link to this reviewVerify at sourcebugatticollections.com

• 5★2024-09-30

  We've been using eDesk for over a year now and we couldn't recommend it enough! We are able to keep all our socials and marketplaces in the one space where they are individually categorised and tagged for convenience. The features and tools are endless! It is also brilliant for reporting!

  RESPONSIBLE · unranked store

  Link to this reviewVerify at source

• 5★2024-09-25

  I have been using eDesk for 9 months now and definitely recommend it for businesses. Replying to customer support tickets is now incredibly efficient, saving me so much time and effort. Plus, I love that I can connect and manage multiple marketplaces all from one place. It makes my workflow so much smoother! They have a lot of great features to help that I love including assigning rules, snoozing tickets, insights, a chat/widget option.... it's endless! One of my favourite features is the AI tool—it’s a fantastic addition that really helps streamline my responses. I’ve encountered a few minor issues along the way, but I must say, the I.T. team is exceptional. They’re quick to respond and resolve any problems I’ve had, which gives me great peace of mind.

  Double Wood Supplements Intl. · top 100k store

  Link to this reviewVerify at sourcedoublewoodsupplements.store

Read all 16 with sources – and filter them to the complaints, the recent ones, or the stores big enough to matter.

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