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Automate customer resolutions with zero human intervention, reducing response times and freeing up your team capacity.
Reach new levels of efficiency with AI-powered features that boost agent productivity by up to 46%.
Provide flawless support in any language, ensuring a seamless experience for international customers.
Get more positive reviews fast with smart automated review requests.
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EssentialStart for free |
GrowthStart for free |
ProfessionalProStart for free |
EnterpriseContact us |
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Centralize |
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| Online stores included ii All your online stores in one place. Connect with Shopify, BigCommerce, Magento, WooCommerce, PrestaShop, Shopware, Amazon, eBay, Walmart, Mirakl, Cdiscount, Kaufland and more. | 
1 online store |
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10 online stores |
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| Centralized support workspace ii Centralized support workspace A unified workspace for all your agents efficiently handling queries from everywhere you sell and service customers. | |
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| eCommerce platform integrations ii eCommerce platform integrations Connect with the leading platforms including Shopify, BigCommerce, Adobe,Prestashop, Shopware and WooCommerce. Up to 5 on Growth plan. Talk to us for custom pricing. | |
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| Marketplace platform integrations ii Marketplace platform integrations Connect with nearly 300 marketplace platforms including Amazon, eBay, Walmart, Mirakl, Cdiscount, Kaufland and more. Up to 5 on Growth plan. Talk to us for custom pricing. | |
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| CRM, inventory and shipping integrations ii CRM, inventory and shipping integrations Integrate with your preferred eCommerce tools including Klaviyo, ChannelEngine, Linnworks, ShippingBo, AfterShip and more | |
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| TikTok Shop ii TikTok Shop Connect with TikTok Shop and unleash social sales growth in new markets. | |
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| Email ii Email Connect with every email provider including Google, Outlook, Yahoo! plus direct email forwarding and custom SMTP configurations | |
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| Live Chat ii Live Chat Enable your website visitors to interact directly with you customer and sales teams live! Additional fees may apply. | |
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| Voice ii Voice Make and receive calls directly from eDesk or integrate with your favourite voice solution. Additional fees may apply. | Add on: eDesk Talk or Aircall | |||
| Social messaging ii Social messaging Connect Facebook, Instagram, Twitter and WhatsApp messaging channels. Additional fees may apply for some channels. | |
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| Contact forms ii Contact forms Add contact forms to your website and enable customers to get in touch 24/7 from wherever you sell. | |
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| Advanced RESTful API ii Advanced RESTful API Access our RESTful API to integrate with your eCommerce stack. | |
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| Custom API and integrations ii Custom API and integrations Custom API work and specific integrations available. | |
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Personalize |
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| Customer, order and tracking status ii Customer, order and tracking status Access full customer details plus order history and delivery status within each ticket. | |
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| Sentiment analysis ii Sentiment analysis Determine a customer’s demeanor (such as positive, neutral, or frustrated) and respond appropriately. | |
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| Customer segmentation ii Customer segmentation Track and manage full customer history and export seamlessly to your CRM solution (e.g. Klaviyo). | |
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| Templates ii Templates Comprehensive suite of template features for single-click and automated response management. Up to 50 on Growth plan. Talk to us for custom pricing. | |
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| Snippets ii Snippets Speed up handling time and personalization with shortcuts for customer, order, delivery and agent data. | |
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| Order adjustments ii Order adjustments Adjust orders directly within eDesk to streamline workflows. Available on specified platforms depending on their capabilities. | |
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Automate |
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| SLA management and alerts ii SLA management and alerts Granular and configurable Service Level Agreement (SLA) management by marketplace, store or messaging channel. | |
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| Rule-based automations ii Rule-based automations Leverage comprehensive automation features leveraging snippets, rules, tags, auto-responders, bulk edits and templates. (Limits may apply) | |
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| Workflow optimizations ii Workflow optimizations Quickly route customer queries to the right team member(s) based on a wide range of available parameters. (Limits may apply) | |
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| AI interpret and summarize ii AI interpret and summarize Reduce the time spent scanning and trying to understand messages from customers. | Add on: AI Assist | |||
| AI sentiment analysis ii AI sentiment analysis Determine the sentiment of the customer (negative, neutral, or positive) so agents can respond appropriately. | Add on: AI Assist | |||
| AI intelligent classifications ii AI intelligent classifications Identify the root cause of queries (e.g. damaged product) so agents can react faster. | Add on: AI Assist | |||
| AI suggested responses ii AI suggested responses Receive highly personalized suggested responses which can be easily edited before responding with a single-click. | Add on: AI Assist | |||
| AI message composer ii AI message composer Compose a draft response and leverage AI to instantly change the tone, rephrase, or expand messages to customers. | Add on: AI Assist | |||
| AI language translation and routing ii AI language translation and routing Highest quality language translation with advanced grammar and fluency capabilities. Additional fees may apply. | Add on: AI Assist | |||
| Conditions-based webhooks ii Conditions-based webhooks Embed into eDesk automation sending API requests to your internal systems (to trigger API requests). | |
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AI Virtual Agent and Chatbot As part of AI Automations, charged at per resolution |
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| AI powered chatbot ii AI powered chatbot Ava will triage website queries and resolve instantly or escalate to your support team. | Add on: AI Automation | |||
| Flow builder ii Flow builder Direct Ava’s interactions, providing complete control over your customer's support experience. | Add on: AI Automation | |||
| Content hub ii Content hub Train Ava for a highly personalized, context-aware service experience. | Add on: AI Automation | |||
| Knowledge base ii Knowledge base Internal and customer-facing knowledge base / FAQ to centralize all product and policy documentation. Additional fee may apply. | Add on: AI Automation | |||
| Multi-brand awareness ii Multi-brand awareness Ava's localization capabilities ensure that customer interactions are precisely tuned to reflect the nuances of different brands and region. | Add on: AI Automation | |||
| Live translation ii Live translation Ava understands and translates queries in any language. Additional fees may apply. | Add on: AI Automation | |||
Collaborate |
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| Read-only (viewer) accounts ii Read-only (viewer) accounts Read-only users can view but not make any changes. Limits may apply. | |
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| Multi-agent collaboration ii Multi-agent collaboration Collaborate and share tickets with other team members to ensure the best response possible is provided to customers. | |
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| Mirakl Operator collaboration ii Mirakl Operator collaboration Unique to eDesk - collaborate with Mirakl marketplace operators and/or customers to improve response times and efficiencies. | |
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| Third-party ticket collaboration ii Third-party ticket collaboration Share tickets with external partners to significantly speed up handling time and your teams ability to resolve issues comprehensively. Available on Professional plans and higher. Talk to us about custom pricing. | |
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| Customize branding of ticket share ii Customize branding of ticket share Include your branding in tickets shared with third-parties. | |
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Feedback and Reviews |
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| CSAT surveys ii CSAT surveys Request CSAT feedback from customers with a personalized and automated outreach once a query has been resolved. Available on Professional plans and higher. Talk to us about custom pricing. | |
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| Ratings and reviews ii Ratings and reviews Automated rule-based requests for ratings and reviews across marketplaces, webstores and review sites such as Trustpilot. | Add on: Feedback | |||
| Negative reviews funnel ii Negative reviews funnel Route negative reivews to your team to ensure speedy response to unhappy customers. | Add on: Feedback | |||
| Proactive messaging ii Proactive messaging Use automated post-sale messaging to engage customers with offers to drive repeat sales or solicit feedback. | Add on: Feedback | |||
Measure |
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| Sales & Service mobile app ii Sales and Service Mobile App Real-time data on sales, tickets and reviews with our mobile app. | Add on: Feedback | |||
| Ticket, agent and channel performance ii Ticket, agent and channel performance Powerful built-in reports to analyze and share key data on your team's performance. | |
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| Advanced sales, product and channel reports ii Advanced sales, product and channel reports The most advanced agent-level, product-level, channel-level and customer-level reporting to help better manage performance. Additional fee may apply. Available on Professional plans and higher. Talk to us about custom pricing. | |
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| Detailed reporting extracts ii Detailed reporting extracts Generate bespoke reports based on any data point including Agents, Channels, Tickets, Tags, Chats, and Languages. Additional fee may apply. | |
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| JSON extracts for BI imports ii JSON extracts for BI imports Generate data-rich JSON extracts for integration into your eCommerce stack. Additional fee may apply. | |
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Administration |
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| Team Administration ii Team Administration Comprehensive team and company administration. Additional fee may apply. | |
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| Custom roles and permissions ii Custom roles and permissions Create advanced custom roles and permissions for your team. Additional fee may apply. | |
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| Custom fields ii Custom fields Add custom fields to your tickets to capture the information that matters to you. | |
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| 2FA Access ii 2FA Access Add an extra layer of security to your account with two-factor authentication. | |
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| Multi-brand workflows ii Multi-brand workflows Manage multiple brand and client processes within a unified platform. | |
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| Access controls by brand ii Access controls by brand Provide granular access rights based on brand or client structures. | |
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| Brand billing management ii Brand billing management Report on and extract brand/client level usage for billing. | |
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| Advanced security features ii Advanced security features Enable greater security protections across your organization. | |
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Onboarding and Support |
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| 24/7 phone and chat support from eDesk ii 24/7 phone and chat support from eDesk Our team is available 24/7 to answer your questions and help you with any aspect of our product. | |
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| Assisted onboarding and training ii Assisted onboarding and training Getting set-up with eDesk is seamless, however our team is on hand to guide you through the set-up process. | |
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| Dedicated account manager ii Dedicated account manager Access a dedicated account manager to ensure you and your team are set up for success. | |
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| Data migrations into eDesk ii Data migrations into eDesk Seamlessly migrate your ticket history from a previous service desk solution. Additional fee may apply. | |
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When you start a free trial with eDesk, you will have access to our most comprehensive plan including all add-ons. If you want to start paying for any of our plans you can do this at any time during your free trial. If you would like to trial a specific plan you can contact us.
Throughout your 14-day trial period, eDesk is in Safe Mode. This means you can connect your channels and safely experiment with eDesk without disrupting your existing support process. Because eDesk is in Safe Mode messages are not stored or sent. you can disable Safe Mode at any time to start replying to your customers.
At the end of your eDesk trial, your data and setup remains intact, however, you will no longer be able to use eDesk. You can login to your account at any time and select a plan to purchase.
No, you do not need a credit card to sign up for a free trial. We only require credit card details when you purchase a plan with us.
If you need to adjust the number of agents on your plan, you can do this at any time by getting in touch with your account manager or customer support and they will help you make any adjustments.
Yes! The AI add-ons are available on all plans, giving you all of eDesk’s most powerful features and workflow automations, such as summaries, classifications, instant personalization, suggested responses, and so much more.
Find out more at support.edesk.com.
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