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Stay on top of key
support metrics and trends.

Powerful built-in reports help you analyze, understand and share key metrics about your support team, your customers, products and sales.

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One source of truth for customer support insights

Whether you sell on one channel or across tens of marketplaces and webstores—eDesk brings everything together for you to compare and analyse customer support and sales performance with one-click ease. 
Spot problems day-to-day and see trends that can empower you to make better decisions across various business functions—from pre-sales and customer support to review generation and inventory management.

Get granular with customisable reporting capabilities

The intuitive document editor makes it super easy for you to publish a library of help articles that ensure your customers have instant access to the on-brand information they need, even during busy periods, out of hours and in different time zones. Assign categories, keywords, and tags to each article to effortlessly direct customers to the most relevant content in just a few clicks, eliminating the need to contact an agent altogether.
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14-day trial | No credit card required | Safe Mode Safe Mode allows you explore eDesk features without affecting your current support process.

So, what exactly can eDesk Insights measure?

SLA & response time

Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings.

Customer satisfaction

Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings.

Sales & orders

Track sales order values from each channel, pinpoint products that are generating the highest number of queries and evaluate their impact on support costs.

Agent performance

See how tickets and chats are spread across your team, together with average handling times, one and dones, notes and busiest time periods.

Ticket volumes

Ticket metrics help you understand volumes, busy periods, resolution averages as well as the channels, tags and query types associated with them.

Voice support

Get access to an overview of voice support performance and see a full history of your support calls, along with the associated ticket and handing time.

The best customer based system we’ve ever had!eDesk gives what we want. The messaging system is very easy to use. I love the idea that you can set the system to automatically assign people in tickets. The email composition is very easy and the filters are awesome! Plus, the eDesk team is easy to be communicated. 🙂 Thank you very much!
Edgardo Amar | June 2017
Results using eDesk
Improved efficiency through automated ticket assignment boosts productivity and customer satisfaction.

See how eDesk can improve your CX, your way

Try eDesk for free: the best way to really see how your support can improve

Sign up for a 14-day free trial and test out all of eDesk’s features – including our full AI suite.

  • Connecting a channel won’t interrupt your current processes
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  • Simple setup with assisted onboarding
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14-day trial | No credit card required | Guided setup

Not ready to connect a channel but still want to explore eDesk? Try our product tour.

Our guided interactive tour of a demo environment gives you a feel for how it all works – at your own pace

  • Test out viewing and responding to queries
  • Get a full scope of what features and insights are available
  • Get familiar with the product to make your setup a breeze
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Self serve product tour

Let our product specialists walk you through eDesk and answer any questions

Don’t play a guessing game of how to improve your support. Our experts are on call to listen to your pain points and find solutions, fast.

  • 1-to-1 personalized discussion with our product experts
  • Address individual team or business issues
  • Discuss any questions around integrations or setup
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eDesk live demo

Everything eDesk has to offer, explained in only 3 minutes

Watch our short demo video showing how eDesk can immediately start saving your business time and money with better, more automated customer support.

  • A quick tour of the eDesk mailbox
  • Demonstration of efficiency-boosting AI features
  • A look at ticket view with all customer & order details

Take a step-by-step, interactive tour through the #1 help desk built exclusively for online sellers

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14-day trial | No credit card required | Safe Mode Safe Mode allows you explore eDesk features without affecting your current support process.
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