# Page 2 | eDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of eDesk ## Showing most helpful reviews Showing 26-50 of 71 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use rP rob P. Dispatch Manager Retail Used the software for: 1-2 years ### "Has made our help desk much more streamlined." December 13, 2017 5.0 Streamlined our customer service team role by providing the right information with the tools to action it. Pros It has taken all of our marketplace messages, from eBay to our website and combined them all into one easy to understand message inbox, it is ordered so your always replying to the most urgent messages first no matter which marketplace the message has come from, it also has a count down timer next to each message so you know how long each message has been waiting, particularly important when Amazon requires a reply in 24 hours. One of the main advantages is that most if not all messages sent from a customer will import into one message thread, so if a customer is trying to play customer services off different representatives it is great for reading back through what has or hasn't been said, both by the customer and your own customer services. There are a number of other features such as auto reply's and folder sorting an flagging that we haven't used, but they seem like very useful features for some business. One area that has helped greatly save time is the template feature that drags in customer information, allowing you to have a list of predetermined reply's but the emails are still personalised to the customer, with names, addresses, usernames etc all importable to a message. Xsellco are always developing the platform and adding new features, live chat is something we plan to explore further in the future, all in all a great bit of software. Cons From a set up point of view, having to attach each market place individually for each country you sell in can be a long process, given the Amazon integration requires a little more work than the eBay sites also, that is more to do with Amazon and eBay, rather than Xsellco though. Their is a lot too Xsellco also and option can be hidden in menus you'd not think to look in. I think an ability to have a test environment within Xsellco would be beneficial for automated reply testing and generally helping you test templates etc. The live chat does need fleshing out a bit, but as previously stated, they are updating all the time. Overall not many negatives. 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 NA Norbert A. MD Printing Used the software for: 2+ years ### "eDesk review" August 29, 2023 4.0 I was a bit disappointed that my latest inquiry about a new feature went unanswered. This lack of response impacted my overall experience with the platform. Pros I’ve been using eDesk as a support ticket management platform for Etsy, eBay, Amazon, and Shopify. Overall, I find it to be an average solution. Cons The platform is slightly expensive but offers decent features for managing multiple channels. Alternatives considered [Replyco](https://www.capterra.com/p/204918/Replyco/) Reason for choosing eDesk We are considering switching. Review Source DS Dylan S. Product Manager Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Honestly, eDesk just works" August 30, 2023 5.0 Pros Don't miss a customer inquiry ever again. eDesk has helped me keep tabs on customer correspondence and has put our team into the category of companies that take care of their customers. Cons I don't know if I have found it yet, but we need some automatic programming tools.Preset programs that will sort customer emails based on eDesk users already use. Review Source LD Loic D. European Sales Manager Computer Hardware Used the software for: Less than 6 months ### "Nice solution for Customer Service" August 30, 2023 4.0 Pros . Without doubt, the biggest plus is the connection to all marketplaces. No need to go to every marketplace to answer every customer, everything is synchronized in the eDesk inbox. . Another plus is the immediate availability of all customer information, including order and tracking numbers. If a customer has sent us a message directly, without going through the marketplace, we can also easily link it to their order. . Last but not least, snippets and templates. You can prepare full responses or partial responses, and use them very easily to reply to customers. Cons One of the key features highlighted by eDesk is its artificial intelligence. 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. The number of cases for which it is possible to use their tool is very limited, and a response based on a template is generally much more effective. Review Source RK Rachel K. Customer Service Retail Used the software for: 1-2 years ### "It used to be so good" May 29, 2020 2.0 Overall, we are disappointed with the product and the service. Pros When "eDesk" was "xsellco" it actually worked, so that was nice. Cons It doesn't work. You have to close out the software sometimes to get it to refresh. You will occasionally not be able to open attachments, use snippets, or copy/paste. You will check all folders to make sure there are no overdue messages and then come in the next day to several messages that spontaneously appeared overnight. The "To Do" folder will say one number but then there is not that number of messages in the folder, so the information it displays isn't correct. Every time we try to talk to customer service, they tell us how to sort the messages within the folder, which is not even the complaint we have (though the filters do reset every single time you leave the folder, so you have to re-organize all of your filters every time). Overall it is a terrible site that took away all of the functionality that it previously had. They claim that it is six times faster to answer emails, but it takes twice as long. It reformats your snippets in messages to add extra spaces that need to be taken out every time. It is all ridiculous, especially because it USED to work. Review Source VK Viktor K. Manager Retail Used the software for: 2+ years ### "Great customer support solution for eCommerce " August 29, 2023 5.0 Excellent solution for customer support for eCommerce business Pros Excellent eCommerce connectionsWorks with all channels in all countries etc Ability to pull all information in one place Cons Some features now cost extra May be too complicated for smaller users Review Source CM Calvin M. Customer Service Manager Consumer Goods Used the software for: 6-12 months ### "Live Webchat could be better, Sensitive Insights can be found in the Home tab." January 19, 2022 3.0 Pros Easy to use integrations, performance metrics and data are easy to access, constantly updated and informative for decision making and training. Using an inbox as a ticketing software is Cons The built in webchat is confusing for customers, it often is mistaken for an email contact form. The chat experience is restrictive and feels like instant email, can't tell if a customer is typing or if they have left the chat for good or not. The user permissions are helpful for structuring a department, but user performance data under Insights is still available to those without permissions in the home tab, which defeats the purpose of user permissions Review Source Response from xSellco January 24, 2022 Hi Calvin, I'm really sorry to see your disappointment with the product. I've passed your feedback on to our Product Manager. We are currently working to radical overhaul our chat offering. Many Thanks Eamon MSK Mohammad Salim K. Customer Support Analyst Retail Used the software for: 1-2 years ### "All in one CRM Tool" October 18, 2022 5.0 overall experience is pretty decent Pros the email management is pretty good, trails are pretty much visible and is also cost-effective Cons database management is not that great, profile management need improvement Review Source RV Reyna V. WFM RTA Automotive Used the software for: 1-2 years ### "E-desk Techincal Support" November 29, 2021 5.0 I have practically trained myself on how the application works, I went from reading the material to appliying it hands on with creating rules, setting tags, and assigning tickets automatically. It is very user friendly and the fact that we have technical support available during our work hours is excellent when reporting issues or asking for help, they are always ready and willing to assist. Pros The ability to create rules, also the ability to be able to have the tickets automitcally assigned, and the tags are excellet to have as well so we can sort out the workload and see where we need to have priority. Cons Would love to have the ability for e-desk to not assign tickets if the agents are not logged in. Since they belong to a rule the distribution continues to happen even when they are not here. Review Source A Adam MD Used the software for: 2+ years ### "Really useful tool, saves time and has nice UX. Has room for improvement" November 28, 2017 4.0 saves time and brings CS all under one roof. Pros The biggest pro is the fact that you can see the order details in the sidebar when dealing with tickets, this is the biggest win over other helpdesk software we demoed. Xsellco offer all the details that you need. The usability/UX design is really nice, and templates are super for saving time. Cons The organisation and filter options of the tickets, allowing the customer greater control. This could be greatly improved. The biggest improvement we would like to see is the ability to easiest group list the tickets by sales platform. We use to be able to do this in Zendesk and it was perfect. Secondly the way tickets are auto assigned 'Type' from Amazon is set, and does not allow the customer to alter. A lot of tickets are assigned 'System Message' when they should not be. There are quite a few other tweaks that would make it run smoother from a usability point of view. Review Source TT Teena T. manager customer service Automotive Used the software for: 1-2 years ### "Love Edesk" February 11, 2022 5.0 Pros how easy it was to set up and join all the marketplaces we use Cons The one-piece that makes it a bit more difficult is the search feature you have to make sure you are in the filter for all or you can not make a full search Review Source SW Sam W. Manager Retail Used the software for: 2+ years ### "Excellent Product, Highly Recommended" August 29, 2023 5.0 Pros Lots of helpful features and it's very straightforward to use. Cons Their pricing could be more competitive. Review Source lH linda H. CS team manager Automotive Used the software for: 2+ years ### "linda's good review" March 25, 2022 5.0 its been alright Pros clean look, the dark theme feature is very neat too. Cons crashes every now and then. separate tickets will not show up together. Review Source BG Ben G. Ecommerce Manager Sporting Goods Used the software for: 2+ years ### "Fantastic UI clean and simple, data is easy to visualize from the dashboard!" July 17, 2017 4.0 Pros Clean and simple user interface. Visualisation of data is perfect for our user to take in. Everything integrates into the same dashboard. Cons Filtering message by a channel is not possible or not obvious. When hovering over the heart icon or the bell, there isn't anything to explain what this is. Iconography is great but only if the user is informed as to what it is. A heart icon to one person could be understood as something completely different to another person. Tooltips never hurt anyone. Review Source Response from xSellco July 18, 2017 Hi Ben, I really appreciate your feedback! This is really interesting and something I'll definitely pass onto the team. The filtering function in the software is in fact quite granular, so this is definitely possible. Could you send an email to our support team at support@xsellco.com and ask them to put you in touch with me? I'll be happy to go through this with you. Kind regards Lorna aR alejandra R. marketing Automotive Used the software for: 2+ years ### "edesk as an important part of our business management " January 11, 2023 4.0 we have been using this portal as an integral part of our jobs and have allow us to handle customer messaging in a easy way Pros easy axes to emails and ticket handling Cons customer service is hard to find and have easy resolutions Review Source DR Dominic R. Customer Service Manager Used the software for: 1-2 years ### "We have been using XSellco's Helpdesk product for over a year and find it largely does all we need." December 19, 2017 4.0 Allows us to efficiently manage customer messages from all our sales channels. Pros \- One of the tightest integrations with Amazon and eBay we have come across. - Out of office responses that actually work with Amazon. - User friendly. Very quick and easy to setup. - Clean interface that is relatively customisable. - Good support for different languages. - Good automation with templates and rules. - Folders allow for the addition of custom ticket labels. Cons \- Poor chat widget - we chose to use a different provider for this functionality which is a shame as it is not all under one hood. - Average reporting features that do not allow for exclusion of spam from ticket volumes and lack granular control. - Habit of truncating long message subjects (although I think this has been resolved now). - Search feature lacks ability to search custom fields without careful selection of correct customer filter in advanced search. Review Source VR Verified Reviewer IT Administrator Used the software for: 1-2 years ### "Sending customer emails was so hard before this" December 18, 2017 4.0 Answering emails, integration with 3rd party software, feedback emails, auto translating customer emails Pros Answering emails from customers and assigning to different team members has become so easy. The templates feature is amazing Cons UI could be imporved and rules are not the easiest to understand but getting in touch with the help desk always fixes any issues Review Source VR Verified Reviewer Parts General Manager Consumer Goods Used the software for: 2+ years ### "XSellco Helpdesk" February 1, 2019 5.0 Pros XSellco Helpdesk is the best Message compiler ever. Such a great product. And amazing price Cons I don't have any issues with XSellco Helpdesk. Review Source Pellegrino L. Product Manager Used the software for: 1-2 years ### "good experience, there is much to improve" December 18, 2017 4.0 Pros lots of customization features, supports multiple accounts, multiple languages, all in one place. Supports multi-user and notes. Cons sometimes servers are offline, it could be faster. It needs to improve the ebay money back guarantee cases management. Review Source DR Daniel R. sys admin Accounting Used the software for: 1-2 years ### "Review" March 16, 2022 4.0 ok Pros graphic user interface Cons lack of complicated rules to configure sometimes rules dont not work Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing eDesk other platforms integration Review Source AB Amir B. Company DIrector Retail Used the software for: 2+ years ### "Does what you need" September 5, 2019 4.0 Overall a good value product. Price has increased recently which was quite big but in general a very good product as helps us combine emails from all our sales channels. Pros Has a lot of features for a very good price compared to competitors. Have used for 2+ years and would not consider changing as never had any problems, any small things customer services has sorted out asap. Cons not the best interface and could look a bit more appealing. Could make some features a little less clumpy Review Source eO erdem O. partner Retail Used the software for: ### "I set-up a trial account to compare with other email solutions. Setup was very easy. " September 29, 2017 3.0 Pros Easy to setup and user-friendly. Unlimited user accounts. Cons Helpdesk: It does not filter all system messages and junk. This is a problem since monthly plans are billed according to number of support tickets. This wouldn't be a problem if pricing is billed per user, like SalesForce. Feedback: It does not filter out refunded orders. This is the most important feature for us. We send emails for product reviews. Our return rate is about 5%. We can not send product review emails for the returned orders. It does not have global black list for Amazon customers who opted out from emails. Order download speed is very slow. After 3 days, about 900 orders were downloaded. FeedbackFive downloaded 36,865 orders in 3 hours. Repricer: We are a private brand. I don't actually need a repricer, but I need to find out piggyback sellers who list knock-offs on our product pages. Repricer doesn't have this feature, but if you can add asin tracking feature showing piggyback sellers, private brands would buy it. Review Source LE Laura E. customer service supervisor Retail Used the software for: 2+ years ### "Helped me well" March 16, 2022 5.0 Thank you to \[SENSITIVE CONTENT\], she helped me resolve my issue and was very kind throughout the process. i appreciate the efficient and good work Pros Emails are easy to navigate. Customer service is easy to contact and know how to help Cons I was having issues viewing my emails correctly Review Source Janet R. Insurance Agent Used the software for: 6-12 months ### "Made a huge positive difference to our business, wish I'd found it sooner" February 13, 2018 5.0 Pros Made order out of customer service chaos, allowed us to stay on top of customer issues, fully integrated with Amazon Seller Central, Cons Set up was challenging until we got their support team involved in helping us. I recommend reaching out for help right from the start 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.