eDesk Reviews & Product Details

All of our Customer Service is handled through eDesk. The software keeps track of all of our communications with our customers. This includes phone calls. It organizes the messages, and makes it very simple for me to answer the customers. Using eDesk has easily cut my customer service time in half. I love it, and I'm not sure how I managed before I started using it. Review collected by and hosted on G2.com.

Alternative Options - Check out some much better options at the bottom of this review

We started with eDesk many years ago where we had an unlimited user account. Since then, eDesk has continually found new ways to raise our prices and reduce the value of the product we originally signed up for. Although they claim to add all these new features throughout the years, the amount of these features that are actually useful is few and far between. For example, they implemented 'AI email summarizations' which initially sounds great. The problem was, that the summaries generated were significantly longer than the actual email. It's a bit of a gimmick anyway as it often missed out key information. I think eDesk have failed to realise the car that companies want to show to their customers and they've emphasised this greatly with how they deal with their own customers. Not a great trait to have for customer service software.

Over three years, we’ve seen a staggering 47% increase in our rate with a 10% increase only 8 months ago. Now we are confronted with a proposition that would skyrocket our payment to 245% of its current amount. In 3 years, this means our price will have risen to 360% of where it started once the new prices are in effect. This is with no material change to our level of use of this software.

eDesk’s justification? "We have to charge the price we believe our product is worth." Such a mindset overlooks longstanding customer relationships and the evolving competitive landscape of help desk software. Initially, we were promised an ‘unlimited user’ model. However, eDesk pivoted to a ‘per-user’ system, capping our usage without a proportional adjustment in price. So beware, what you sign up for today has historically been proven by eDesk to change when it suits them and likely at a cost to your business! This doesn't take into consideration what they did with xSellco. Search online for "Rising Prices a Growing Pain Point in xSellco Reviews" and you'll begin to build a picture of how this company approaches how much it will charge your business in future.

The relentless price hikes, arbitrary shifts in pricing models, and a barrage of inconsequential ‘features’ have marred our user experience. The introduction of seemingly sophisticated AI enhancements, rather than adding value, has become an excuse to inflate costs without delivering proportional practical benefits.

Furthermore, eDesk’s recent ticket-based ‘unlimited user’ offering has revealed a strategy that seems more exploitative than empathetic. It appears to be a superficial gesture, presenting an illusory advantage, particularly to small businesses. However, in practice, this model is riddled with impracticalities and prohibitive costs, making it an unfeasible choice for any business beyond a minimal size.

Also, the biggest trading period time of the year for most e-commerce businesses is typically the 4-8 weeks leading up to Christmas. Guess when they chose to implement their most recent extreme price change? The 15th November! So basically, they wait until you're at a busy period and you have much bigger things to deal with before they sneak in their price hikes. Their hope is that you'll overlook and forget about it. Now that's not very customer-focused, is it?

In conclusion, eDesk has, unfortunately, failed us. Their strategy seems driven more by greed than a desire to offer impactful, value-driven solutions to their users. Their current trajectory raises critical questions about their commitment to customer success and the ethical considerations of their business practices. This is a warning to potential customers for vigilance and a plea to eDesk to re-evaluate and realign their strategies with the true needs and values of their customers. the focus should be on delivering tangible value, practical improvements, and a pricing model that respects customer loyalty and reflects the actual utility of the service. An honest, user-centric approach is crucial to sustaining trust and satisfaction in this competitive domain.

Alternatives we're now looking at:

Replyco (Much better pricing with unlimited users and unlimited tickets)

Re:Amaze - This one is quite exciting as it's a GoDaddy brand

Zendesk/Freshdesk/Gorgias/Help Scout - It depends on the use case but these all rank very high for helpdesk software. They can also be combined with 'ChannelReply' for users who need to integrate directly into marketplaces like Amazon, Ebay, Etsy etc.

Zoho Desk - This also came up a lot in searches and seems to integrate into marketplaces via ChanelReply or Zapier. Zoho is obviously a huge software company that can be relied upon.

Intercom/Front/Happy Fox/HubSpot Service Hub - Some interesting options to explore (all dependent on use case). Review collected by and hosted on G2.com.

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, she stated that she had no understanding of how their own billing or ticket system works. She made no effort to correct the problem, thereby denying us any refunds or plan adjustments.

Final Thoughts:

While eDesk may promise efficiency and streamlined customer service management, our experience was nothing short of a nightmare. With misleading billing practices, an inadequate customer service response, and zero accountability, I find it impossible to recommend eDesk to any business, let alone small businesses running on tight budgets. Review collected by and hosted on G2.com.

eDesk keeps all of our customer comms in one place and allows us to see the conversation histories and have visibility over which agents have been handling which tickets. They can also share tickets and leave internal notes. Review collected by and hosted on G2.com.

the way we can respond to the costumer in his sustoemr service questions from multiple agents and have a tracking of how many ticket an agent has answered is a good tool Review collected by and hosted on G2.com.

Customer contact information is easily accessible.

Order information along with what product the customer is contacting for.

Replying to every customer is quick when it's related to the query about what the customer is contacting for.

Narrow down customer issues and provide resolution in a timely manner.

Transferring or sharing it with the requested department to make sure the customer query is handled on a timely manner. Review collected by and hosted on G2.com.

It can get messy when receiving customer communication from different sources, and this tool helped us to organize and speed up the replying process. You need a high volume of message to be worth it. Review collected by and hosted on G2.com.

data reporting is fantastic! Review collected by and hosted on G2.com.

To quickly and efficiently report on data helps save time that we can use for other places. Review collected by and hosted on G2.com.

Being able to quickly respond to customers in need easily helps us benefit by getting better numbers. Review collected by and hosted on G2.com.