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| Connect your ecommerce store | ||||
| Shopify i Instantly connect your Shopify store, sync eDesk with your orders and match to any incoming conversations. Now includes managing cancellations, refunds and returns directly from eDesk |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| BigCommerce i Instantly connect your BigCommerce store, sync eDesk with your orders and match to any incoming conversations |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| Magento (Adobe Commerce) i Instantly connect with Magento, sync eDesk with your orders and match to any incoming conversations |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| Wix i Instantly connect with Wix eCommerce, sync eDesk with your orders and match to any incoming conversations |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| Prestashop i Instantly connect with your Prestashop platform, sync eDesk with your orders and match to any incoming conversations |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| Shopware i Instantly connect your Shopware platform, sync eDesk with your orders and match to any incoming conversations |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| WooCommerce i Instantly connect with your WooCommerce store, sync eDesk with your orders and match to any incoming conversations |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| Custom-made webstores i Custom-made websites, or custom built platforms that power your site, can be integrated with eDesk via our RESTful API |
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| Connect your marketplace (B2B and B2C) | ||||
| Amazon i Instantly connect any of your Amazon stores, all 21 markets including the recently launched Amazon Belgium supported, and match to any post-purchase conversations or escalations |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| eBay i Instantly connect to any of the 20 eBay regions and automatically retrieve all eBay orders and messages into eDesk |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| Walmart i Instantly connect to any eBay region and automatically retrieve all eBay orders and messages into eDesk |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| Etsy i Connect to your Etsy store, automatically retrieve orders and message notifications |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| + access to 200 more marketplaces i Connect to, and centralise support for, any of the integrated marketplaces available via eDesk. Learn more |
Up to 5 channels
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Up to 10 channels
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Unlimited channels
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Unlimited channels
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| Gmail i Connect your Gmail account directly using Google's OAuth2 or set up specific mail forwarding conditions |
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| Outlook i Connect your Outlook account using Microsoft's OAuth2 or set up specific mail forwarding |
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| Yahoo i Connect your Yahoo account using Yahoo's mail forwarding conditions |
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| Direct email forwarding i Connect any other mail client to eDesk using mail forwarding. Learn more |
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| Contact forms i Setup contact forms with eDesk directly to host on, or connect your existing forms from, your webstore to eDesk |
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| Custom SMTP configurations i You can set up your eDesk account to connect to your email provider’s SMTP server (for your From addresses in eDesk). Learn more |
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| Social Media and Messaging | ||||
| Facebook i Supports sponsored ads, mentions, DM's via Messenger and posts |
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| Instagram i Supports comments on posts, mentions and DM's |
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| Twitter i Supports both replies and DM's |
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| WhatsApp i Allows you to receive and respond to buyer initiated WhatsApp messages via eDesk. Additional rates apply, learn more |
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| Live Chat | ||||
| Web widget i Embed support on your website. Allow customers to get the help they need by taking actions like submitting a ticket, or starting a conversation with an agent. |
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| Custom reference content i Provide direct links to your FAQ's, returns, customer portal or whatever content might be useful to your shoppers |
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| Missed chat follow ups i Any abandoned or missed chat creates a ticket for follow up |
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| Chat Prompts i Trigger customisable chat prompts across your webstore to prompt a shopper to engage with your brand |
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| Snippets/macros i Snippets are customer and order details that can be referenced by an agent with shortcuts |
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| Chat widget customisation i Customize the widget to match the look and feel of your brand |
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| Agent transfer of live chat i Live chats can be seamlessly handed off to another agent |
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| Typing Indicator & realtime preview i Both your shopper and your agents can see when the other is typing, agents can see a live preview of what the customer is typing so they can start to prepare a response |
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| File & image uploads i File uploads (and in-chat image previews) are supported from agent and shopper |
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| Initiate WhatsApp from Live Chat i Allow your shopper to engage with you via WhatsApp so the conversation can be continued on their mobile device |
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| Custom Fields i Create or present custom fields or drop-downs |
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| Tag automation i Automatically attach specific tags to each chat session |
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| Realtime language translation i Support international customers without additional agents. eDesk can automatically, and in real-time so no delay is experienced by your shoppers, translate your customers' messages into your native language; and automatically translate your responses back into theirs. |
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| Multi-agent collaboration i Allow multiple agents to join and collaborate on a live a chat session |
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| Customisable pre-chat forms i Present more options or questions that the shopper can select from before initiating a chat session |
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| CSAT surveys i Let customers provide feedback about their support experience by rating their engagement with you. When you enable CSAT (customer satisfaction ratings), the shopper will receive an prompt to rate this session upon conclusion of the chat |
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| Remove "Powered by eDesk" branding i Choose whether to remove the "Powered by eDesk" branding at the bottom of our live chat widget |
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| Voice | ||||
| Make and receive calls directly from eDesk i Any agent with voice permission can initiate a call or receive a call directly from eDesk without needing additional software or accounts with other providers. Additional rates apply, learn more |
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| Number forwarding i If you already publish support numbers and don't wish to change them, you can forward calls from that number directly to your eDesk number |
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| Buy a number i Set up the numbers you want directly from eDesk, limited initially to UK, US, Canada and Ireland with more coming soon |
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| Call routing i Round robin call routing for agents with voice permission |
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| Incoming caller ID & intelligence i Surface context about the caller directly in their dialler |
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| Voicemail i Any missed call records the voicemail left by the caller and is embedded within a ticket for follow up |
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| Call mute i At any point you can mute an active call |
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| Integrate with your eCommerce stack | ||||
| ChannelAdvisor i Automatically present order adjustments in eDesk so agents have greater context, learn more |
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| Linnworks i View order information from Linnworks & add notes on order-related tickets inside eDesk. |
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| Aftership, Veeqo and Shipstation i Automatically get tracking details for your orders from our integrated shipping solutions |
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| Advanced RESTful API i Integrate eDesk into your eCommerce stack with our RESTful API |
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| Centralised Workspace | ||||
| Unified & centralised agent workspace i A unified workspace allows your team to manage queries from sales channels, web, mobile and social channels in one single place. No need for multiple tabs or copy/paste from other systems. |
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| Customer interaction and order history i See the full history of your engagement with a customer, including any previous tickets, active and previous orders |
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| Universal customer profile i Extend the customer history to any of your connected engagement channels in eDesk |
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| SLA management i Different sales channels have different SLAs, all of which are measurable and manageable through eDesk. |
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| Automatic order & customer context i eDesk automatically displays order details alongside support queries, so your team has all the data it needs to respond to your customers quickly and accurately. |
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| Customer & Order Snippets i When creating a custom reply an agent can effortless fetch customer or order specific details without needing to retype them with our snippets |
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| Internal notes i Any ticket can be annotated with internal notes by agents recording actions or comments, these aren't visible to your customer |
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| Snooze tickets i Temporarily suspend an active ticket for a duration (waiting on a reply, it's been escalated etc) |
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| Prioritise/watch with favorites i Mark which tickets you need to keep a close eye on with favourites |
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| Collision detection i Alert agents if other other colleagues are already working on, or looking at, the same ticket |
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| Translated interface i The eDesk interface is available in English, Spanish, French, Italian and German |
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| Pre-purchase support i Pre-sales separates and prioritizes sales queries to the right team members, so you can respond more quickly and convert those opportunities into more sales. |
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| Smart Inbox i Automatic categorisation of incoming tickets means you can get an 'at a glance' view of the type of queries coming (cancellations, order updates tc) |
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| Automatic smart segmentation i Instantly see who is a new customer, or a VIP customer, and empower your team to make better decisions on how to deal with issues. |
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| Collaboration Tools | ||||
| Read only (viewer) accounts i Read-only users can access eDesk for free, but cannot make any changes to your account or respond to tickets. |
Up to 2 read-only users
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Up to 5 read-only users
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Up to 10 read-only users
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Unlimited
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| Ticket sharing with agents i Agents can pull other agents into a ticket or reassign to them |
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| @ mention colleagues i @mention a colleague in eDesk if their support is needed or they need to be kept informed of an action |
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| Off-platform escalations & collaboration i Easily loop suppliers and partners into the support conversation to help get matters resolved quickly. |
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| Support Workflows | ||||
| Manual & automatic ticket tagging i Streamline support by creating and automating what tags to apply a ticket and when |
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| Smart templates i Choose from pre-written responses suggested as appropriate replies to a ticket, or reply automatically to common queries or in defined circumstances. Templates include customer and snippets so they're contextual and relevant |
Up to 50 templates
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Up to 100 templates
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Unlimited
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Unlimited
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| Shopify order adjustments i Update an order, refund, return or cancel directly from eDesk |
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| Bulk ticket management i Adjust the work in a click by bulk editing, assigning or moving tickets |
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| Automatic customer invoice generation i Stay on top of invoicing and save time by creating templates that you can use to automatically generate invoices for your order-related tickets. |
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| Customisable views and workflows i Shape your workflows in eDesk to work the way you want by creating specific workflows or views (for both teams or individuals) |
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| Custom Fields i Add custom data fields and filters to any tickets and your reporting data such as internal customer values or reference numbers. |
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| Custom SLA management i In addition to the channel-specific SLA's you can create your own specific SLA's to measure response and resolution against your company targets |
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| Customer sentiment alerts i Every incoming message has sentiment detection and presented to agent, this can be combined with your automated to better prioritise your support |
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| Automations & Intelligence | ||||
| AI powered response selection i Allow agents to respond immediately to incoming queries with one click, using AI that auto-suggests relevant answers. |
Up to 50 responses
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Up to 100 responses
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Unlimited
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Unlimited
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| Out of hours advanced templates i Ensure customers always get a response to their questions, even when support is not available, with our rules based templates |
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| Peak busy period templates i Create custom templates to automate responses to your customers during peak sales and support periods |
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| Rule based workflow automation i Spread the workload evenly across your team with intelligent routing that you can refine and edit. |
Up to 50
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Up to 100
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Unlimited
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Unlimited
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| Language detection & routing i Embed language detection and routing into your automation to route specific territories to individuals or teams |
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| Automatic language translation i Support international customers without additional agents. eDesk can automatically translate your customers' messages into your native language; and automatically translate your responses back into theirs. |
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[Add on]
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| CSAT surveys i Automatically request a CSAT (Customer Satisfaction) survey after a ticket has been resolved (regardless of sales or support channel) to effectively assess your support. |
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| Sentiment & Segment automation i Embed segmentation into your workflows, such as routing or prioritising your top 10% of customers who are unhappy with a specific tag or routing to a specific team |
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| Conditions based webhooks i Embed into eDesk automation sending API requests to your internal systems (to trigger API requests) |
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| eDesk Outreach | ||||
| Automated feedback requests i It takes just a few minutes to set up eDesk Outreach to deliver thousands of review requests every month based on your orders. Enhance scores for your site on Google or Trustpilot, or have your marketplace ratings rise giving your listings greater visibility, learn more |
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| Automated post-purchase engagement i Easily generate follow on sales using targeted post-sale special offers and communications. |
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| Amazon & eBay feedback analysis i Measure your marketplace ratings and reviews across all your connected eBay and Amazon stores |
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| Negative feedback integration i If you receive negative feedback, Outreach will immediately funnel these to the right agents directly in your help desk, so you can reach out and resolve issues and turn things around. |
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| Templates and Snippets i Leverage eDesk's templates and snippets when automating engagement |
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| Automates Amazon's "Request a Review" feature i Uses the official Amazon Request a Review API |
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| Knowledge base | ||||
| Internal (agent facing) knowledge base i Create and password protect policies and procedures accessible only to your support team |
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| Customer facing (hosted) knowledge base i Create self-service articles that help customers find answers to common questions on their own. |
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| Advanced customisation i Customise your knowledge base to be on brand, including custom CSS |
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| Agent searching from ticket view i Embed searching of your self-service articles directly within eDesk so agents can direct shoppers to follow up content |
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| Embedded links i Embed links to specific articles within templates (for example a how-to guide on a product or more information on your shipping policies) |
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| Company Administration | ||||
| Out of the box roles and permissions i Attach specific roles to any of your users in eDesk |
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| Dark or Light mode per individual i Individuals can choose between Light and Dark mode |
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| Customise business hours i Manage your agents' online/offline status according to your operating hours |
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| Custom roles and permissions i Create advanced, customisable, roles and permissions for your team |
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| Reporting & Analytics | ||||
| Sales Insights Mobile App i Track your sales across your connected channels with your mobile app |
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| Historical analysis of agents & channels i Powerful built-in reports help you analyze, understand and share key metrics about your support team |
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| Live Chat performance i Tack and measure engagement and availability of support via live chat |
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| Sales insights i Access a centralised report of sales across all of your connected sales channels (webstores and marketplaces) |
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| Product & support insights i Quickly get an understanding of the relationship between your products’ sales volume and value with contact rates and the number of tickets they generate. |
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| Advanced channel reports i Detailed Amazon, eBay and Walmart-specific data rich reports |
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| Agent performance & utilisation i Easily see how tickets and chats are spread across your team, together with average handling times, one and dones, notes and busiest time periods |
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| CSAT results i Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings |
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| Detailed pre-built Enterprise Reports i When it comes to sharing hard data with other people and systems in your business, eDesk is there to help with custom reports that you can generate when you need to |
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| JSON extracts i Generate data rich JSON extracts for integrating with your own BI toolset |
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| Developer Tools | ||||
| RESTful API i Use eDesk's RESTful APi to integrate with your eCommerce stack |
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| Additional API volume i Extend the rate limits on the eDesk API (useful for migrating historical data) |
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| Customer Onboarding & Training | ||||
| Assisted onboarding & training i Our onboarding team can help you get connected and productive |
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| Email & Chat support from eDesk i Whenever you need it our product experts are at hand via email and live chat (directly available from within your eDesk account) |
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| Integrated Product Walkthroughs i We provide a suite of integrated product walkthroughs and guides to help agents understand eDesk |
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| 24/7 Phone support from eDesk i 24/7 support available via phone |
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| Dedicated account manager / CSM i Get set up for growing success with advanced support and services from the eDesk team |
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Let us help you build out the perfect eCommerce help desk that is specific to your enterprise needs.
Talk to us about:
Available on all trials
eDesk OutreachNEW
Automatically contact customers to generate authentic, positive reviews, follow-up sales offers, out-of-hours responses and pre-emptive messaging if orders are going to be delayed.
Add reviews to:
Auto-translationNEW
Instantly support international customers with automatic
bidirectional
language translation of incoming and outgoing tickets
and chats.
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