Trusted by thousands of eCommerce businesses globally
- 4.8 out of 5Shopify
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- 4.5 out of 5G2
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- 4.4 out of 5Capterra
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Support that knows every order, from every channel, every time
Every conversation, full context
Unified inbox - a single place to see all conversations from email, marketplaces (Amazon, eBay), webstore, chat, social, and other channels
Customer, product, & order context - full history, details, and context right in the ticket view (past tickets, orders, returns, tracking). No tab-switching necessary.
Rich message composer - custom reply templates, branding, attachments, HTML support, signatures, & more
Marketplace-specific fields - MP order ID, fulfillment status, fees
Localization / multi-language support for agent UI and customer replies, so everyone feels understood
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Nothing falls through the cracks
Tags / categories / custom fields for ticket metadata and organization
Statuses & priorities - open, pending, resolved, on hold; so the team knows what to do next
Ticket merge / split abilities for easy cleanup
Snooze / follow-up / reminders per ticket, for when life and other priorities get in the way
Searchable history across tickets and customer interactions
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Your whole team in sync
Ticket assignment - assign to individuals or teams, reassign, transfer
Collision detection / agent presence - warns when another agent is viewing or replying to the same ticket
Shared views / saved filters - custom inboxes per role or campaign/department (support, returns, etc.)
Mentions and @-tagging for teammates
Custom routing / business hours / holiday rules
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Resolve more, stress less
Suggested replies - AI Assist provides accurate, contextual replies that you can automatically add to your reply box
AI classification - auto-detects language, topic, & priority, for a head start on support
SLA rules and priority escalation automation
Macros / Canned responses for fast, routine replies
Bulk actions - apply actions to multiple tickets (reply, close, tag)
Auto-assignment rules - route tickets by channel, subject, keywords, or marketplace
Workflow rules & triggers - automations on ticket creation/updates (set priority, add tags, notify)
Snippets and placeholder variables - make shortcuts for adding order number, customer name, etc.
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All channels in one place
Out-of-the-box marketplace & webstore connectors - Amazon, eBay, Walmart, Shopify, Magento, TikTok Shop, & 300+ more
Email & SMTP/IMAP support for standard mailboxes
Chat & social integrations - Facebook, Instagram, webchat
CRM & third-party integrations - to pull customer data or push events
API & webhooks for custom integrations and event triggers
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In control and audit ready
Role-based access control and permissions for agents, managers, admins
Audit logs of changes and replies
KPIs & reporting - first response time, time to resolution, ticket volume, SLA compliance, agent performance, & more
CSAT / customer surveys integrated after ticket resolution
Data encryption, secure marketplace authentication (OAuth/API keys), and enterprise permissions
Backups / redundancy - platform level — vendor dependent
Single sign-on (SSO) and directory integration for enterprise customers
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One support view for everywhere you sell.
Research shows support agents lose nearly an hour every day just searching for information across disconnected tools.
Stop juggling multiple logins and browser tabs. Manage all multichannel messages across Amazon, Shopify, eBay, and 300+ more, all from eDesk's Helpdesk.
Native integrations bring order & customer details, and tracking & shipping info directly into each ticket, so you have everything you need to resolve issues fast.
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"Managing support across shared inboxes and multiple marketplaces is difficult. eDesk solves this by centralising all support from every sales channel into one system built for eCommerce."
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Irene Epp
Operations Support Manager, Pertemba
Faster, smarter support for happy customers, and agents.
Boost agent productivity and meet SLAs with AI classification, bulk actions, and smart filters that organize tickets automatically.
A clean, focused workspace gives you instant visibility into every customer interaction.
Ready-to-use templates and intuitive navigation mean faster resolution times and less stressed teams.
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Centralized support helps you
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Save time
Say goodbye to tab-hopping. Resolve tickets faster with AI and intuitive inbox workflows, in one place.
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Expand your reach
Scale your support effortlessly as order volume grows, and as you expand into more marketplaces.
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Build loyalty
Reply consistently with templates and organized workflows. Happy customers become repeat buyers.
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Try Interactive Tour
See how thousands of eCommerce sellers use eDesk to resolve support faster and increase sales.
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Helpdesk features
Unified multichannel view
Rich ticket view with full order context
SLA tracking
AI ticket classification
Filters, tags, & bulk actions
Rules, templates, & snippets
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Simplify your multi-channel support
Next, see how AI Agent helps you resolve tickets in your helpdesk automatically