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The right plan for every eCommerce business

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Ticket
Based
User
Based
Enterprise
Plans
Monthly
Annual

Performance+

With built-in AI automations at no extra cost, our ticket-based plans give access to unlimited team members so you can share the load without adding to your costs.

Select the number of customer conversations you support each month:

14-day free trial. No credit card required.

With the leading helpdesk for eCommerce, you can:

Customize your plan with powerful add-ons

Request customer reviews to improve your ratings, service international markets without learning the language, or expand your communication options.

Automatically contact customers for reviews, sales offers, out-of-hours responses, and pre-emptive messaging if orders will be delayed.

Support international customers with automatic bi-directional language translation of incoming and outgoing tickets and chats.
Engage audiences, accelerate sales and drive better customer support outcomes on the platform with more than 2 billion users around the world.

Enhance your customer service with voice support, empowering agents for confident, efficient handling of complex issues.

Estimate the savings you can achieve by switching to eDesk and implementing AI-powered automations

Features you and your team will love

Filtered Mailbox

Create personalized filters so that you and your team can address messages more seamlessly.

Customer View

See your customers, orders, tickets, tracking numbers, total order value, and more all in one place.

Ticket Tagging

Improve reporting and mailbox filtering by labelling, grouping, and organizing your Shopify tickets.

SLA Management

Set your Shopify SLAs and give your team realistic targets for responding to customers.

Insights

eDesk offers insights on SLA compliance, channel stats, products and more.

250+ Integrations

With 250+ integrations, eDesk lets you connect anywhere, all from one smart inbox.

eDesk Talk

Connect one phone number with your eDesk to allow your customer service agents to make and receive calls.

External Ticket Sharing

Easily share tickets with external parties, such as suppliers and shipping carriers.

Knowledge Bases

Let customers easily find the answers they seek by building your own self-service help center.

FAQ

Have any questions?

getting started

When you sign up for your trial of eDesk, you’ll have access to all features of our most powerful eDesk Performance+ plan. If you want to trial a specific plan, just contact us. At any point during the trial you can choose a plan.

Throughout the trial period, eDesk is in Safe Mode. You can connect your channels and safely experiment with eDesk without disrupting their existing support process. Because eDesk is in Safe Mode the message is not sent nor written to the ticket thread.

Safe mode can be deactivated at any time. Once deactivated, the free-trial period will end and you must select a paid plan to continue using eDesk.

At the end of your eDesk trial, your data and setup remains intact. You can login and select a plan to purchase.

No, our trials are free for 14 days.

Plans are month-to-month or annual. You can start/stop or make changes to your plan at any time (but note that refunds are not given for cancellation or downgrades). You can contact us at any time with more questions.

Ticket-based pricing, available on our Performance+ plan, enables you to pay for the volume of customer conversations you support each month. You get unlimited users and access to the widest range of features, and only pay for the tickets you respond to (whether manually or automatically). Our powerful AI-automations are included as standard in our Performance+ plan.

Agent-based plans enable you to pay for the number of agents managing customer conversations through eDesk. You pay per agent and get unlimted tickets in addition to all the features that you need. You can choose from multiple plan options that best suit your business, including the number of templates, channels, users, and more. Our AI-automations are available on these plans for an additional fee.

Setup

Performance+ is our most powerful plan, giving you access to ALL eDesk features, including eDesk AI. It’s also a great solution for businesses that prefer to pay as they scale, instead of paying for each agent, and it’s perfect for retailers that must rapidly onboard new agents during seasonal events.However, eDesk is the only helpdesk that offers the flexibility of ticket-based, user-based, or fully custom enterprise plans. The best way to find out what plan is right for you is to start a trial, test the features, and speak with our product specialists who will help guide you down the right path.

Agent-based plans DO NOT include eDesk AI. You can choose from multiple plan options that best suit your business, including the number of templates, channels, users, and more. Pricing is based on the number of agents you purchase seats for.

We have over 250 native webstore, marketplace, logistics and communication integrations, ensuring that you can centralize your entire stack within eDesk. You can also build almost anything you want on top of the eDesk platform via our developer API. See all of our integrations here.

Our support team is available 24/7. You can check our full support library with helpful guides. We’re here to help.

User based plans

We understand needs change over the course of a quarter, year, or business. If you need to scale up or scale down your user seats, simply get in touch with your product specialist or customer support and they will help you make adjustments, whether you’re on a monthly or annual plan.

Yes! We have an AI add-on for our user-based 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. Learn more about eDesk AI here.

TICKET-BASED PLANS

A billable ticket is a message initiated through one of the integrated channels which is resolved using eDesk. A ticket that receives a response will only be counted as one billable ticket regardless of how many messages are sent or received on the thread. System messages, feedback requests and spam that are closed via a rule or automation are not counted as billable tickets. Tickets escalated to third parties will be counted as additional tickets.

Agent-based plans DO NOT include eDesk AI. You can choose from multiple plan options that best suit your business, including the number of templates, channels, users, and more. Pricing is based on the number of agents you purchase seats for.

No. Think of each billable ticket on the Performance+ plan as a two-way conversation. An incoming request only becomes a ticket when you respond from within eDesk, either manually, through a rule or automation. If you close a ticket before responding (because it’s spam or a no-reply message), you won’t be charged.

To help you provide uninterupted support you will be notfied via an in-app banner alert when you have reached 90% of you ticket limit. The admin user will be notifed via email and can easily purchase a one-off ticket bundle or plan upgrade via their subscirpion page. Once the ticket limit has been reached, you will continue to receieve tickets in eDesk but the ability to respond will be temporarily suspended until your ticket quota has reset, or a ticket bundle or upgrade has been purchased.

Have more questions? A member of our team would be happy to talk to you.

Helping merchants, big and small, resolve more than 50 million messages every month

Join 5000+ eCommerce sellers providing extraordinary support with eDesk

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Find the eDesk Plan that suits you

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Custom
Automations & Intelligence
eDesk AI summaries i Help agents to effortlessly understand customer inquiries with AI generated summaries for individual tickets and entire conversations.
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eDesk sentiment analysis i Empower agents to craft responses that resonate with customers by auto-detecting the sentiment of incoming messages
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eDesk AI categorization i eDesk AI uses contextual analysis to automatically categorize incoming tickets so your agents don't have to.
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eDesk AI response suggestion(s) i Allow agents to quickly respond to incoming queries using AI auto-suggested responses enriched with customer context
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eDesk AI HandsFree respond & resolve i Auto send AI generated responses to address common queries and resolve tickets without any agent intervention
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eDesk AI composer i Allow agents to Instantly expand, rephrase or change the tone of their responses for improved clarity, depth and speed.
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AI Chatbot i Create flow-based responses, enriched with customer data to deflect common queries away from your agents for instant resolution
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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
Rule based workflow automation i Spread the workload evenly across your team with intelligent routing that you can refine and edit.
Unlimited
Up to 50
Unlimited
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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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.
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
Conditions based webhooks i Embed into eDesk automation sending API requests to your internal systems (to trigger API requests)
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 10 channels
Up to 5 channels
Up to 10 channels
BigCommerce i Instantly connect your BigCommerce store, sync eDesk with your orders and match to any incoming conversations
Up to 10 channels
Up to 5 channels
Up to 10 channels
Magento (Adobe Commerce) i Instantly connect with Magento, sync eDesk with your orders and match to any incoming conversations
Up to 10 channels
Up to 5 channels
Up to 10 channels
Wix i Instantly connect with Wix eCommerce, sync eDesk with your orders and match to any incoming conversations
Up to 10 channels
Up to 5 channels
Up to 10 channels
Prestashop i Instantly connect with your Prestashop platform, sync eDesk with your orders and match to any incoming conversations
Up to 10 channels
Up to 5 channels
Up to 10 channels
Shopware i Instantly connect your Shopware platform, sync eDesk with your orders and match to any incoming conversations
Up to 10 channels
Up to 5 channels
Up to 10 channels
WooCommerce i Instantly connect with your WooCommerce store, sync eDesk with your orders and match to any incoming conversations
Up to 10 channels
Up to 5 channels
Up to 10 channels
Custom-made webstores i Custom-made websites, or custom built platforms that power your site, can be integrated with eDesk via our RESTful API
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 10 channels
Up to 5 channels
Up to 10 channels
eBay i Instantly connect to any of the 20 eBay regions and automatically retrieve all eBay orders and messages into eDesk
Up to 10 channels
Up to 5 channels
Up to 10 channels
Walmart i Send and receive messages to/from your Walmart customers & display order data.
Up to 10 channels
Up to 5 channels
Up to 10 channels
Wish i Send/receive messages to/from your Wish customers
Up to 10 channels
Up to 5 channels
Up to 10 channels
Etsy i Connect to your Etsy store, automatically retrieve orders and message notifications
Up to 10 channels
Up to 5 channels
Up to 10 channels
Mirakl(+ access to 200 more marketplaces) i Connect to, and centralise support for, any of the integrated marketplaces available via eDesk. Learn more
Up to 10 channels
Up to 5 channels
Up to 10 channels
Email
Gmail i Connect your Gmail account directly using Google's OAuth2 or set up specific mail forwarding conditions
Outlook i Connect your Outlook account using Microsoft's OAuth2 or set up specific mail forwarding
Yahoo i Connect your Yahoo account using Yahoo's mail forwarding conditions
Direct email forwarding i Connect any other mail client to eDesk using mail forwarding. Learn more
Contact forms i Setup contact forms with eDesk directly to host on, or connect your existing forms from, your webstore to eDesk
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
Social Media and Messaging
Facebook i Supports sponsored ads, mentions, DM's via Messenger and posts
Instagram i Supports comments on posts, mentions and DM's
Twitter i Supports both replies and DM's
WhatsApp i Allows you to receive and respond to buyer initiated WhatsApp messages via eDesk. Additional rates apply, learn more
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.
Chatbot flows i Create flow-based responses, enriched with customer data to deflect common queries away from your agents for instant resolution
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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
Missed chat follow ups i Any abandoned or missed chat creates a ticket for follow up
Chat Prompts i Trigger customisable chat prompts across your webstore to prompt a shopper to engage with your brand
Snippets/macros i Snippets are customer and order details that can be referenced by an agent with shortcuts
Chat widget customisation i Customize the widget to match the look and feel of your brand
Agent transfer of live chat i Live chats can be seamlessly handed off to another agent
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
File & image uploads i File uploads (and in-chat image previews) are supported from agent and shopper
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
Custom Fields i Create or present custom fields or drop-downs
Tag automation i Automatically attach specific tags to each chat session
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
Customisable pre-chat forms i Present more options or questions that the shopper can select from before initiating a chat session
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
Remove "Powered by eDesk" branding i Choose whether to remove the "Powered by eDesk" branding at the bottom of our live chat widget
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
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
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
Call routing i Round robin call routing for agents with voice permission
Incoming caller ID & intelligence i Surface context about the caller directly in their dialler
Voicemail i Any missed call records the voicemail left by the caller and is embedded within a ticket for follow up
Call mute i At any point you can mute an active call
Integrate with your eCommerce stack
Automation & Management (ChannelAdvisor, BrightPearl etc)
Customer Communications (Klayvio)
Tracking & Shipping (Aftership, Shipstation etc) i i Automatically get tracking details for your orders from our integrated shipping solutions
Advanced RESTful API i Integrate eDesk into your eCommerce stack with our RESTful API
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.
Customer interaction and order history i See the full history of your engagement with a customer, including any previous tickets, active and previous orders
Universal customer profile i Extend the customer history to any of your connected engagement channels in eDesk
SLA management i Different sales channels have different SLAs, all of which are measurable and manageable through eDesk.
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.
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
Internal notes i Any ticket can be annotated with internal notes by agents recording actions or comments, these aren't visible to your customer
Snooze tickets i Temporarily suspend an active ticket for a duration (waiting on a reply, it's been escalated etc)
Prioritise/watch with favorites i Mark which tickets you need to keep a close eye on with favourites
Collision detection i Alert agents if other other colleagues are already working on, or looking at, the same ticket
Translated interface i The eDesk interface is available in English, Spanish, French, Italian and German
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.
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)
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.
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.
Unlimited
Up to 2 read-only users
Up to 10 read-only users
Ticket sharing with agents i Agents can pull other agents into a ticket or reassign to them
@ mention colleagues i @mention a colleague in eDesk if their support is needed or they need to be kept informed of an action
Mirakl Operator collaboration i Communicate with Mirakl operators directly in eDesk for central resolution of customer queries
Off-platform escalations & collaboration i Easily loop suppliers and partners into the support conversation to help get matters resolved quickly.
Customized branding of ticket share i Customise notification emails sent to third-party collaborators with your branding
Support Workflows
Manual & automatic ticket tagging i Streamline support by creating and automating what tags to apply a ticket and when
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
Unlimited
Up to 50 templates
Unlimited
Shopify order adjustments i Update an order, refund, return or cancel directly from eDesk
Bulk ticket management i Adjust the work in a click by bulk editing, assigning or moving tickets
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.
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)
Custom Fields i Add custom data fields and filters to any tickets and your reporting data such as internal customer values or reference numbers.
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
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
eDesk Feedback
Automated feedback requests i It takes just a few minutes to set up eDesk Feedback 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, Feedback 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
Customer facing (hosted) knowledge base i Create self-service articles that help customers find answers to common questions on their own.
Advanced customisation i Customise your knowledge base to be on brand, including custom CSS
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
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)
Company Administration
Out of the box roles and permissions i Attach specific roles to any of your users in eDesk
Dark or Light mode per individual i Individuals can choose between Light and Dark mode
Customise business hours i Manage your agents' online/offline status according to your operating hours
Custom roles and permissions i Create advanced, customisable, roles and permissions for your team
Reporting & Analytics
Sales Insights Mobile App i Track your sales across your connected channels with your mobile app
Historical analysis of agents & channels i Powerful built-in reports help you analyze, understand and share key metrics about your support team
Live Chat performance i Tack and measure engagement and availability of support via live chat
Sales insights i Access a centralised report of sales across all of your connected sales channels (webstores and marketplaces)
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.
Advanced channel reports i Detailed Amazon, eBay and Walmart-specific data rich reports
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
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
Detailed reporting extracts i Generate reports for tickets, channels, agents, tags, and languages, and apply filters to extract the exact data needed.
1,000 ownwards
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
JSON extracts i Generate data rich JSON extracts for integrating with your own BI toolset
Developer Tools
RESTful API i Use eDesk's RESTful APi to integrate with your eCommerce stack
Additional API volume i Extend the rate limits on the eDesk API (useful for migrating historical data)
Customer Onboarding & Training
Assisted onboarding & training i Our onboarding team can help you get connected and productive
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)
Integrated Product Walkthroughs i We provide a suite of integrated product walkthroughs and guides to help agents understand eDesk
24/7 Phone support from eDesk i 24/7 support available via phone
Dedicated account manager / CSM i Get set up for growing success with advanced support and services from the eDesk team

Have specific enterprise needs?

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Let us help you build out the perfect eCommerce help desk that is specific to your enterprise needs.

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  • Custom pricing and contracts
  • Custom onboarding and agent support from our expert eCommerce team.
  • Advanced security measures
  • API integration and custom development