Automate Customer Reviews | eDesk Feedback

Target happy customers only

Create simple targeting rules to ensure that you only target your happy customers with review requests via email. Base rules on factors, such as on-time delivery, previous positive reviews, product purchased and more.

Even better, when a customer has an open customer service ticket in your eDesk mailbox, custom Feedback rules can be used to automatically block the sending of a review request.

Reduce and resolve negative feedback

Not all experiences are positive, but with Feedback you can pre-empt complaints and let your customers know there’s an issue to reset expectations for delivery, making them less likely to leave a negative review.

When a negative review is received a customer support tickets can be auto-generated and assigned to the right agents so you can reach out and resolve issues and turn things around.

Gain actionable insights

The Feedback Dashboard gives you access to powerful insights to identify areas for concern and refine your Feedback strategy. All previously submitted reviews become visible in the ticket sidebar in your mailbox, along with any review requests that have been sent to that specific customer. This provides your agents with greater context regarding the customer’s brand experience to help effectively manage brand reputation.

Efficient support and feedback are game changers. If you're selling internationally, eDesk should be your go-to tool.

Peter Walsh

CEO, Tekeir

Have any questions?

Is Feedback included when I purchase an eDesk Subscription?

Feedback is included at no additional cost exclusively for eDesk’s Enterprise plans only . For customers subscribed to other eDesk plans ( ticket based or user based), Feedback can be purchased as an add-on at the rates displayed in the pricing chart above. After purchasing the Feedback add-on, it will seamlessly integrate with your existing eDesk account, allowing you to effectively respond to negative feedback and gain visibility of feedback that has been previously requested or received within each customer ticket.

Is eDesk included when I purchase a Feedback Subscription?

From Nov 13 2023 every new Feedback subscription comes with eDesk’s Performance+ Freemium helpdesk plan included. This means that all Feedback users will have 30 eDesk ticket credits per month which can be used to create a new ticket or respond to incoming ticket. If a higher monthly ticket volume is required to manage customer support, users can upgrade to the most suitable paid eDesk plan which will be billed in addition to their current Feedback Subscription. (Unless upgrading to eDesk’s Enterprise plan which includes Feedback as standard.

Is Feedback compliant with eBay and Amazon Feedback guidelines?

Feedback uses the same system behind the Request a Review features in Amazon Seller Central and eBay seller Hub , so it’s 100% compliant with Amazon and eBay’s review request policies meaning you should never need to worry about get penalized for sending feedback solicitation messages via eDesk Feedback.

Can I respond to Feedback I receive on my marketplaces and web stores directly within Feedback?

Starting from Nov 13 2023, every new Feedback subscription comes with eDesk’s Performance+ Freemium helpdesk plan included. This means that all Feedback users will have 30 eDesk ticket credits per month which can be used to create a new ticket or respond to incoming queries. When negative feedback is received in Feedback, users can use their eDesk credits to auto-generate a support ticket and immediately funnel these to the right agent to reach out and resolve the issue. To increase the limit of 30 tickets per month, users must upgrade eDesk Freemium to a paid eDesk plan.

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