# eDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is eDesk the right Customer Service solution for you? Explore 71 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/137210/xSellco-Helpdesk/reviews --- eDesk 4.4 (71) [View alternatives](https://www.capterra.com/p/137210/xSellco-Helpdesk/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of eDesk Ease of use 4.4 Customer Service 4.4 ## Pros and Cons in Reviews MP Michael P MDRetail, 11 - 50 employeesUsed the software for: More than 2 years. “Customer service experience, I recommend \[sensitive content hidden\] she went out of her way to assist us with a query and if very professional and polite“ June 17, 2024 LD Loic D European Sales ManagerComputer Hardware, 2 - 10 employeesUsed the software for: Less than 6 months. “We'd have dreamt of a solution that could scan all past exchanges with customers and produce appropriate responses. But very objectively, there's nothing behind it, it's a feature that we never use at all.“ August 30, 2023 JK Jerry K OwnerRetail, 2 - 10 employeesUsed the software for: More than 2 years. “Excellent automation, easy to set up, good reporting, able to integrate to all channels, multi-language support,“ August 29, 2023 FC Frank C CEORetail, 2 - 10 employeesUsed the software for: Less than 6 months. “Adding to the confusion, eDesk claimed that we had 130 support tickets when we actually had no more than 5.“ September 19, 2023 JS Jake S PartnetRetail, 2 - 10 employeesUsed the software for: More than 2 years. “We've used the product since it was called Reply Manager, which was so fairly priced and worked well for our needs.“ February 1, 2024 FC Frank C CEORetail, 2 - 10 employeesUsed the software for: Less than 6 months. “Multiple Plans Added to Cart:The very first problem arose during the checkout process.“ September 19, 2023 VK Viktor K ECommerce managerFood & Beverages, 2 - 10 employeesUsed the software for: 6-12 months. “Large number of integrationsFlexible settings Good automation options“ August 29, 2023 VK Viktor K ManagerRetail, 2 - 10 employeesUsed the software for: More than 2 years. “Some features now cost extra May be too complicated for smaller users“ August 29, 2023 ## Showing most helpful reviews Showing 1-25 of 71 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Russell R. Director Used the software for: 2+ years ### "Great System - used for a couple years" December 12, 2017 4.0 Pros Multi Channel functionality and to be onboard with a growing company who are actively investing and improving the platform on a noticeable timescale... When we first started using the platform we thought it was great value and did a good job, although there were a few naff bits. However through feedback and their own growth the platform has grown to match all and now offer more features than the more renowned systems. Review Source JK Jerry K. Owner Retail Used the software for: 2+ years ### "Easy to use, effective, effecient" August 29, 2023 5.0 Utilize for all customer support uses. Saves time and allows for small support team. Pros Best help desk software out there. Excellent automation, easy to set up, good reporting, able to integrate to all channels, multi-language support, Cons Nothings comes to mind as eDesk solves all our needs Alternatives considered [ChannelReply](https://www.capterra.com/p/242288/ChannelReply/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Gorgias](https://www.capterra.com/p/155357/Gorgias/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing eDesk Considered eDesk the best all in one solution Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Better product, easier to use, ability to integrate to all channels natively vs needing assorted plugins which did not work for us Review Source FC Frank C. CEO Retail Used the software for: Less than 6 months ### "eDesk Review: Poor Communication and Overbilling Issues" September 19, 2023 1.0 As the CEO of a small business, I regretfully have to advise others to steer clear of eDesk based on our experiences.Multiple Plans Added to Cart:The very first problem arose during the checkout process. We had initially placed the Professional plan into our cart but reconsidered and chose the Performance+ plan the following day. However, the checkout process didn't give us a chance to review our cart, and we were unknowingly billed for both plans.Customer Service's Misstep:During the setup, we sought assistance through eDesk’s customer support feature. The customer service representative informed us that we were running two plans simultaneously and offered to remove one. Assuming it was a system glitch possibly related to a trial we used previously, we agreed. To our surprise, they removed the less expensive Performance+ plan that we had intended to use.Misleading Ticket Counts:Adding to the confusion, eDesk claimed that we had 130 support tickets when we actually had no more than 5. They used this claim to justify not allowing us to switch to the more suitable Performance+ plan. After a strenuous review of the Json file ourselves, it became clear that their ticket count included emails processed even before we had an eDesk account.Lack of Accountability:When we confronted eDesk's Customer Success Manager, about these egregious errors, they stated that they had no understanding of how their own billing or ticket system works or ticket system works. Pros It centralized our messages and the AI feature, although extremely limited by comparison to most other program's, did organize our inbox somewhat automatically. Cons Glitchy check out, I was shopping their website one day, and decided to come back to it the next day. I did not realize I had their more expensive program in our "cart" as I was now on a new tab. When I went to check out the program most fitting for us, it checked out both services which we didn't know until several days laater. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Response from xSellco October 3, 2023 Dear Frank, We greatly appreciate you taking the time to provide feedback on your experience with eDesk. Your insights are invaluable to us, and we are committed to addressing any concerns you have raised. Regarding the points you've mentioned in your review: Plan Selection Clarification: We understand that there may have been some confusion during the plan selection process, and we'd like to provide further clarification. You initially trialed our user-based plan, and when you decided to make a purchase, our system retained your selection of the user-based plan with the optional AI add-on. Upon clicking "Pay with this card," which you registered with us, our system processed the purchase accordingly. It's important to note that customers who try our user-based plans do not have the option to switch to ticket-based plans on the subscription page. Therefore, the selection of both plans simultaneously would not have been possible. Customer Support Interaction: We apologize for any misunderstanding during your interaction with our customer support team. Providing clear and accurate assistance is a top priority for us, and we genuinely appreciate your feedback. We have conducted an internal review of your case and, aside from the need for improved communication clarity, we could not identify any other issues. We would like to express our gratitude for your initial response to our Chief Customer Officer. However, we have not received a response from you in the past few days, and we would like to continue our conversation. Your satisfaction is important to us, and we are here to assist you further. Best, Eamon VR Verified Reviewer Lead Web Developer Consumer Goods Used the software for: 6-12 months ### "Great chat support " February 4, 2022 5.0 Pros Clean easy to use User Interface, snap shot view, grouping priority messages based on smart AI messaging. Cons Nothing to mention at present everything works as it should do. Switched from [Cloud Commerce Pro](https://www.capterra.com/p/161987/Cloud-Commerce-Pro/) Unreliable software, limited ability to provide better customer service, missing messages. Review Source AW Andrew W. Director Textiles Used the software for: 1-2 years ### "Has saved us time and money" December 6, 2021 5.0 Pros Brings all customer queries from all platforms into a single mailbox. Templates are great and the system has saved us so much time. When I had a problem with messages not sending I contacted the chat and spoke to Aine whom was very helpful. Cons There was an update and now the AI suggestions are difficult to select. You have to hover and try and select the response which can be tricky. In the past before the update you could click on the option easier. Alternatives considered [Replyco](https://www.capterra.com/p/204918/Replyco/) Reason for choosing eDesk Quicker sending and receiving messages. Less glitches. Review Source VR Verified Reviewer Director of Business Development Used the software for: 1-2 years ### "Great experience " February 6, 2018 5.0 Pros I like that the interface is very easy to use. It helps me to seamless manage my customer service across all of the online marketplaces. Cons I do not like the fact that i cannot create new messages to customer directly through the online software portal. Review Source Response from xSellco February 8, 2018 Hi there, Thank you for your review! We always appreciate customer feedback. If you are trying to contact a customer through a marketplace such as eBay or Amazon, you need to go to the Orders tab in your xSellco dashboard > locate the order > Create new ticket. If you have any other questions, please feel free to reach out to us at support@xsellco.com VR Verified Reviewer Marketing Customer Service Manager Building Materials Used the software for: 2+ years ### "Easy to use software " November 1, 2017 5.0 Ease of controlling the customer service part of the company from one program Pros This is a fairly easy to use program. You are able to link all your sales channels and social media accounts to the program to have your customer service in one place. Cons We have had some glitches with the auto responders but every time we have reached out to customer service they are eager to help Review Source VR Verified Reviewer Full Stack Web Developer Used the software for: 2+ years ### "Not a good experience" July 25, 2018 3.0 Pros Has direct integration with eBay and other markets. Creating rules is easy. Design is okay. Good reports. Cons Search is BAD, you cannot properly search on this platform. We have bad experience with xsellco. Support is very slow if you have different timezone. Issues are being solved very slow. Error on their end happens all the time Review Source VR Verified Reviewer VP of Innovation Food & Beverages Used the software for: 6-12 months ### "Simple helpdesk solution but with significant limitations. " June 24, 2020 3.0 It did a job for us but we needed a single system to manage all customer contacts and eDesk simply wasn't as good as some of the competitor products,. Pros Very simple to set up. Good integration capabilities with marketplaces such as Amazon and Ebay. Allows for reviews etc in a single pane of glass. Cons No API and limited further integration capabilities. Not particularly user friendly when compared to competitor systems. Alternatives considered [Gorgias](https://www.capterra.com/p/155357/Gorgias/) Review Source VR Verified Reviewer Director Used the software for: 1-2 years ### "Great customer support. great software, couldn't manage without it now" November 16, 2017 5.0 Pros Ability to use templates to save writing same responses to customers. Functionality on iPhone app (although it's not wonderful, and it's hard to select response from drop-down menus on iPhone). Cons Would like more integration with Linnworks, and courier website to allow the tracking link to view more information rather than just taking us to a Google search for the tracking number (which doesn't do anything) Review Source MG Mathieu G. President Computer Software Used the software for: 1-2 years ### "Perfect tool for e-commerce ticket management" August 29, 2023 5.0 Pros Relativement facile à prendre en main, ce logiciel est un must-have pour répondre aux demandes des clients de toute activité e-commerce ! Je m'en sers tous les jours. Cons Il y a toutefois quelques petites améliorations à apporter, dont j'ai déjà fait part à eDesk Review Source KP Karan P. Associate Information Technology and Services Used the software for: 6-12 months ### "Convenient platform for helpdesk management" November 19, 2021 3.0 Pros Easy to setup, sufficient text/video guides & webinars to help new users get started. App store integrations are simple and intuitive. Ticket management is hassle-free, entire team can access & engage our customer queries. Cons Slightly expensive compared to other tools in this space. Social media integration is not as effective as we had hoped for. Not an ideal fit for enterprise use-cases. Alternatives considered [Freshsales](https://www.capterra.com/p/155563/Freshsales/)[CM.com Communications Platform](https://www.capterra.com/p/196877/CM-com/) Review Source Response from xSellco December 9, 2021 Hi Karan, Thank you for this honest feedback. If there are any features you would like to see please leave them in the got an idea section of the app. Our product team pull from this pool every quarter to improve our product PC Peter C. E-commerce Automotive Used the software for: 2+ years ### "Best In Class" March 15, 2022 5.0 Pros Polished and multi-channel as well as multi-user can scale for any company. Cons Nothing much but possibly the price could be a bit more competitive and affordable. Review Source Response from xSellco March 17, 2022 Hi Peter, It's a great boost to the team to see feedback like this. thank you. Eamon CS manager JC Jessica C. manager Wholesale Used the software for: 2+ years ### "its ok...." August 7, 2018 4.0 Xsellco helpdesk has always been quick to respond with any issues we have had w the repricer right away. Pros It works, they are there when you need help, usually fix whatever the issue is right away. Cons I really dislike we have to pay for help, we are already paying for a month for their services. customer service should be included. Review Source Response from xSellco October 10, 2018 Hi Jessica, Thanks for your feedback. We are happy to report that your account does include phone support. Our Customer Support team have reviewed your account and cannot see any outstanding items. If there is anything you would like to discuss please get in touch and we will have a team member contact you today. Warm regards, The xSellco Team RS Ryan S. President Automotive Used the software for: 2+ years ### "Does a great job of providing support for eBay and Amazon" November 16, 2017 5.0 Amazon requires prompt response to customer inquiries, as does eBay. Customer questions, return requests, etc. all come into one easy inbox so it keeps the customers happy, and it keeps our selling channels happy with us. Pros Not many competing help desk services do a good job of combining eBay and Amazon support into one inbox to create trackable tickets that can be handled by a team. Cons It is pricy, especially when combined with other XSellco products. They all work very well, but the monthly or yearly costs really add up. At the end of the day, we continue using them so it must be worth it :) Review Source LB Lucy B. CS manager Retail Used the software for: 1-2 years ### "Excellent support" January 18, 2022 4.0 Pros Edesk live chat support super helpful. \[SENSITIVE CONTENT\] walked me through everything and was quick to help thank you so much Cons can not comment as leaving a review due to very helpful tech support Review Source SR Stephen R. CEO Used the software for: 2+ years ### "Great Service with an above industry standard product" December 12, 2017 5.0 Free time and peace of mind. Pros The value. By far this is the most valuable repricer for the money, especially when you combine it with the ease of use messaging system. The ease of setting the min and maxes via the bulk upload Review Source KB Karolína B. Head of customer support Computer Software Used the software for: 1-2 years ### "Big help from \[SENSITIVE CONTENT\]" December 14, 2021 5.0 So far we had quite good experience. The customer support always help us to solve our problem. Pros I like how easy we can connect Marketplaces and eDesk. \[SENSITIVE CONTENT\] Cons Sometime there are some features missing Review Source VK Viktor K. ECommerce manager Food & Beverages Used the software for: 6-12 months ### "Excellent all in one CRM solution" August 29, 2023 5.0 Pros Large number of integrationsFlexible settings Good automation options Cons Pricing structure can be confusing/expensive for small teams Some previously included features are now extras to pay Review Source MS Menachem S. COO Retail Used the software for: 1-2 years ### "A great way to communicate with your customers across multiple eCommerce sales channels" December 13, 2017 5.0 Centralized customer communication Pros One platform to use for multiple eCommerce sales channels Customer Service email communications. With the ability to create email templates for all kinds of customer inquiries. Cons The need for better way to filter out multiple emails that are sent to multiple email address that are all linked to Xsellco. Review Source BL Barry L. Managing Partner Used the software for: 1-2 years ### "This software is good but very slow. Does almost everything we want. Could have deeper integrations." December 12, 2017 5.0 Pros We love that it covers almost all situations from all marketplaces that we sell on. Internal notes and tagging are also key. Cons The speed. Xsellco is Slow and very laggy. If everything would load faster, we would be a lot happier and more productive. Review Source JV Jordan V. Warehouse Manager Consumer Goods Used the software for: 6-12 months ### "Useful but not the easiest to naviagte" August 3, 2017 4.0 Messaging customers in an orderly fashion. Pros It makes it easy to track customers emails and know what is going on in every circumstance. The search tool to find warranty or damages is awesome. Cons It doesn't store conversation we started with customer if we went in through amazon to message customer directly. Review Source JK Joe K. E-commerce director Food & Beverages Used the software for: 1-2 years ### "Perfect." June 7, 2017 5.0 Pros Simplifies and organizes all incoming and outgoing emails and feedback, were talking about five+ selling channels. Cons All good. I would prefer if they also served as a listing tool and inventory management, once they already have so much info of our stored up. Review Source AA Agnese A. Operations Manager Apparel & Fashion Used the software for: Less than 6 months ### "good experience so far, good customer support" July 17, 2017 5.0 More satisfied customers Pros It is easy to oversee multiple sales channels, keeps all the messages in one place and it definitely increases customer satisfaction. Cons having couple problems with Amazon channel , if the message is sent out directly from amazon then i would not update in Xsellco Review Source MP Michael P. MD Retail Used the software for: 2+ years ### "Great Experience" June 17, 2024 5.0 Pros Customer service experience, I recommend \[sensitive content hidden\] she went out of her way to assist us with a query and if very professional and polite Cons Nothing it is really easy to use, have used for several years Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.