Scalable pricing, allowing you to access AI-powered customer support, integrations, and real-time analytics as your team grows.
Helps customer support teams by automating responses to common inquiries and suggesting tailored replies, improving response efficiency and accuracy.
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GrowthStart Free Trial |
ProfessionalProStart Free Trial |
Enterprise & AgenciesContact Us |
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Centralize |
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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 & shipping integrations ii CRM, inventory & 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 | Add on | Add on |
| Social messaging ii Social messaging Connect Facebook, Instagram, Twitter & 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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| Custom store and system integrations ii Custom store and system integrations Access our APIs for bi-directional realtime data sharing across your systems. | |
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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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Personalize |
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| Customer, order & tracking status ii Customer, order & 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 & alerts ii SLA management & 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. | |
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| AI sentiment analysis ii AI sentiment analysis Determine the sentiment of the customer (negative, neutral, or positive) so agents can respond appropriately. | |
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| AI intelligent classifications ii AI intelligent classifications Identify the root cause of queries (e.g. damaged product) so agents can react faster. | |
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| AI suggested reponses ii AI suggested reponses Receive highly personalized suggested responses which can be easily edited before responding with a single-click. | |
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| 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. | |
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| AI language translation & routing ii AI language translation & routing Highest quality language translation with advanced grammar and fluency capabilities. Additional fees may apply. | |
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| 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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Ava AI Virtual Agent & Chatbot |
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| Ava AI virtual agent & chatbot ii Ava AI virtual agent & chatbot Ava will triage website queries and resolve instantly or escalate to your support team. | Add on | Add on | |
| Flow builder ii Flow builder Direct Ava’s interactions, providing complete control over your customer's support experience. | Add on | Add on | |
| Content hub ii Content hub Train Ava for a highly personalized, context-aware service experience. | Add on | Add on | |
| 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 | Add on | |
| 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 | Add on | |
| Live translation ii Live translation Ava understands and translates queries in any language. Additional fees may apply. | Add on | Add on | |
| Remove "Powered by eDesk" ii Remove "Powered by eDesk" Choose whether to remove the eDesk branding from the bottom of the chat widget. | |
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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. | Talk to us | Talk to us | |
| 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 & 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. | Talk to us | Talk to us | |
| Ratings & reviews ii Ratings & reviews Automated rule-based requests for ratings and reviews across marketplaces, webstores and review sites such as Trustpilot. | Add on | Add on | Add on |
| Negative reviews funnel ii Negative reviews funnel Route negative reivews to your team to ensure speedy response to unhappy customers. | Add on | Add on | Add on |
| Proactive messaging ii Proactive messaging Use automated post-sale messaging to engage customers with offers to drive repeat sales or solicit feedback. | Add on | Add on | Add on |
Measure |
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| Sales & Service Mobile App ii Sales & Service Mobile App Real-time data on sales, tickets and reviews with our mobile app. | |
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| 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 & 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. | Talk to us | Talk to us | |
| 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 ii JSON extracts 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 including, custom roles and permissions, brand segregation. 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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| 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 & Support |
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| Assisted onboarding & training ii Assisted onboarding & 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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| 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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| 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 migration ii Data migration Seamlessly migrate your ticket history from a previous service desk solution. Additional fee may apply. | |
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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.
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 unlimited 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.
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.
To help you provide uninterrupted support you will be notified via an in-app banner alert when you have reached 90% of you ticket limit. The admin user will be notified via email and can easily purchase a one-off ticket bundle or plan upgrade via their subscription page. Once the ticket limit has been reached, you will continue to receive 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.
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