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72 avis
- Secteur d'activité : Logiciels
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Perfect tool for e-commerce ticket management
Publié le 29/08/2023
Avantages
Relativement facile à prendre en main, ce logiciel est un must-have pour répondre aux demandes des clients de toute activité e-commerce ! Je m'en sers tous les jours.
Inconvénients
Il y a toutefois quelques petites améliorations à apporter, dont j'ai déjà fait part à eDesk

- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
Great System - used for a couple years
Publié le 12/12/2017
Avantages
Multi Channel functionality and to be onboard with a growing company who are actively investing and improving the platform on a noticeable timescale... When we first started using the platform we thought it was great value and did a good job, although there were a few naff bits. However through feedback and their own growth the platform has grown to match all and now offer more features than the more renowned systems.
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Easy to use, effective, effecient
Publié le 29/08/2023
Utilize for all customer support uses. Saves time and allows for small support team.
Utilize for all customer support uses. Saves time and allows for small support team.
Avantages
Best help desk software out there. Excellent automation, easy to set up, good reporting, able to integrate to all channels, multi-language support,
Inconvénients
Nothings comes to mind as eDesk solves all our needs
Pourquoi choisir eDesk
Better product, easier to use, ability to integrate to all channels natively vs needing assorted plugins which did not work for usLogiciel antérieur
Zendesk SuitePourquoi passer à eDesk
Considered eDesk the best all in one solution- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 0.0 /10
Great Product, but Shady Company
Publié le 01/02/2024
We've used the product since it was called Reply Manager, which was so fairly priced and worked...
We've used the product since it was called Reply Manager, which was so fairly priced and worked well for our needs. Then it was acquired by XSellco, and it all went downhill. Year after year they increased prices, adding features that small-medium sized businesses may not necessarily need but were forced to adopt. Now as eDesk they again promised certain pricing for us (as a customer for almost a decade, maybe more), and they keep raising the price.
No complaints on the product side, it is very robust. But as a company, I am thoroughly upset at their mistreatment and false promises constantly made to us, and would recommend any company trying to keep their support/helpdesk costs under control to stay away and explore other alternatives first. You never know what you'll be forced to pay within the next year...
Avantages
Feature-rich, integrations with marketplaces
Inconvénients
-Make fake promises
-Do not honor their pricing commitments
-Will raise prices on you again and again
-No regard for customer loyalty
Réponse de xSellco
Hi Jake,
It's important to highlight the extensive efforts we've invested in enhancing our product. Over recent years, we've introduced hundreds of new marketplace integrations, significantly improved user interfaces, and advanced AI automation capabilities. This ongoing development reflects our commitment to delivering a product that not only meets but exceeds contemporary standards.
Our focus has been on increasing the value of our product substantially while managing to keep our core prices competitive and below the rate of inflation. We believe in offering cutting-edge features and a superior user experience at a reasonable cost.
If you would like to let me know your email address I can take a look at your account and see where savings could be made. Our account managemnet team has been in over drive communicating, before during and after any price adjustments so please do reach out to them if you have not done so already.
- Secteur d'activité : Biens de consommation
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Great chat support
Publié le 04/02/2022
Avantages
Clean easy to use User Interface, snap shot view, grouping priority messages based on smart AI messaging.
Inconvénients
Nothing to mention at present everything works as it should do.
- Secteur d'activité : Textile
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Has saved us time and money
Publié le 06/12/2021
Avantages
Brings all customer queries from all platforms into a single mailbox. Templates are great and the system has saved us so much time. When I had a problem with messages not sending I contacted the chat and spoke to Aine whom was very helpful.
Inconvénients
There was an update and now the AI suggestions are difficult to select. You have to hover and try and select the response which can be tricky. In the past before the update you could click on the option easier.
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Great Experience
Publié le 17/06/2024
Avantages
Customer service experience, I recommend [sensitive content hidden] she went out of her way to assist us with a query and if very professional and polite
Inconvénients
Nothing it is really easy to use, have used for several years
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 0.0 /10
eDesk Review: Poor Communication and Overbilling Issues
Publié le 19/09/2023
As the CEO of a small business, I regretfully have to advise others to steer clear of eDesk based...
As the CEO of a small business, I regretfully have to advise others to steer clear of eDesk based on our experiences.Multiple Plans Added to Cart:The very first problem arose during the checkout process. We had initially placed the Professional plan into our cart but reconsidered and chose the Performance+ plan the following day. However, the checkout process didn't give us a chance to review our cart, and we were unknowingly billed for both plans.Customer Service's Misstep:During the setup, we sought assistance through eDesk’s customer support feature. The customer service representative informed us that we were running two plans simultaneously and offered to remove one. Assuming it was a system glitch possibly related to a trial we used previously, we agreed. To our surprise, they removed the less expensive Performance+ plan that we had intended to use.Misleading Ticket Counts:Adding to the confusion, eDesk claimed that we had 130 support tickets when we actually had no more than 5. They used this claim to justify not allowing us to switch to the more suitable Performance+ plan. After a strenuous review of the Json file ourselves, it became clear that their ticket count included emails processed even before we had an eDesk account.Lack of Accountability:When we confronted eDesk's Customer Success Manager, about these egregious errors, they stated that they had no understanding of how their own billing or ticket system works or ticket system works.
Avantages
It centralized our messages and the AI feature, although extremely limited by comparison to most other program's, did organize our inbox somewhat automatically.
Inconvénients
Glitchy check out, I was shopping their website one day, and decided to come back to it the next day. I did not realize I had their more expensive program in our "cart" as I was now on a new tab. When I went to check out the program most fitting for us, it checked out both services which we didn't know until several days laater.
Alternatives envisagées
Zendesk SuiteRéponse de xSellco
Dear Frank,
We greatly appreciate you taking the time to provide feedback on your experience with eDesk. Your insights are invaluable to us, and we are committed to addressing any concerns you have raised.
Regarding the points you've mentioned in your review:
Plan Selection Clarification: We understand that there may have been some confusion during the plan selection process, and we'd like to provide further clarification. You initially trialed our user-based plan, and when you decided to make a purchase, our system retained your selection of the user-based plan with the optional AI add-on. Upon clicking "Pay with this card," which you registered with us, our system processed the purchase accordingly. It's important to note that customers who try our user-based plans do not have the option to switch to ticket-based plans on the subscription page. Therefore, the selection of both plans simultaneously would not have been possible.
Customer Support Interaction: We apologize for any misunderstanding during your interaction with our customer support team. Providing clear and accurate assistance is a top priority for us, and we genuinely appreciate your feedback. We have conducted an internal review of your case and, aside from the need for improved communication clarity, we could not identify any other issues.
We would like to express our gratitude for your initial response to our Chief Customer Officer. However, we have not received a response from you in the past few days, and we would like to continue our conversation. Your satisfaction is important to us, and we are here to assist you further.
Best,
Eamon
- Secteur d'activité : Matériel informatique
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Nice solution for Customer Service
Publié le 30/08/2023
Avantages
. Without doubt, the biggest plus is the connection to all marketplaces. No need to go to every marketplace to answer every customer, everything is synchronized in the eDesk inbox. . Another plus is the immediate availability of all customer information, including order and tracking numbers. If a customer has sent us a message directly, without going through the marketplace, we can also easily link it to their order. . Last but not least, snippets and templates. You can prepare full responses or partial responses, and use them very easily to reply to customers.
Inconvénients
One of the key features highlighted by eDesk is its artificial intelligence. We'd have dreamt of a solution that could scan all past exchanges with customers and produce appropriate responses. But very objectively, there's nothing behind it, it's a feature that we never use at all. The number of cases for which it is possible to use their tool is very limited, and a response based on a template is generally much more effective.
- Secteur d'activité : Impression
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 5.0 /10
eDesk review
Publié le 29/08/2023
I was a bit disappointed that my latest inquiry about a new feature went unanswered. This lack of...
I was a bit disappointed that my latest inquiry about a new feature went unanswered. This lack of response impacted my overall experience with the platform.
Avantages
I’ve been using eDesk as a support ticket management platform for Etsy, eBay, Amazon, and Shopify. Overall, I find it to be an average solution.
Inconvénients
The platform is slightly expensive but offers decent features for managing multiple channels.

- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
Made a huge positive difference to our business, wish I'd found it sooner
Publié le 13/02/2018
Avantages
Made order out of customer service chaos, allowed us to stay on top of customer issues, fully integrated with Amazon Seller Central,
Inconvénients
Set up was challenging until we got their support team involved in helping us. I recommend reaching out for help right from the start
- Secteur d'activité : Fabrication électrique/électronique
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 7.0 /10
Honestly, eDesk just works
Publié le 30/08/2023
Avantages
Don't miss a customer inquiry ever again. eDesk has helped me keep tabs on customer correspondence and has put our team into the category of companies that take care of their customers.
Inconvénients
I don't know if I have found it yet, but we need some automatic programming tools.Preset programs that will sort customer emails based on eDesk users already use.
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Great customer support solution for eCommerce
Publié le 29/08/2023
Excellent solution for customer support for eCommerce business
Excellent solution for customer support for eCommerce business
Avantages
Excellent eCommerce connectionsWorks with all channels in all countries etc Ability to pull all information in one place
Inconvénients
Some features now cost extra May be too complicated for smaller users
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 9.0 /10
Excellent Product, Highly Recommended
Publié le 29/08/2023
Avantages
Lots of helpful features and it's very straightforward to use.
Inconvénients
Their pricing could be more competitive.
- Secteur d'activité : Produits alimentaires
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Excellent all in one CRM solution
Publié le 29/08/2023
Avantages
Large number of integrationsFlexible settings Good automation options
Inconvénients
Pricing structure can be confusing/expensive for small teams Some previously included features are now extras to pay
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Has made our help desk much more streamlined.
Publié le 13/12/2017
Streamlined our customer service team role by providing the right information with the tools to...
Streamlined our customer service team role by providing the right information with the tools to action it.
Avantages
It has taken all of our marketplace messages, from eBay to our website and combined them all into one easy to understand message inbox, it is ordered so your always replying to the most urgent messages first no matter which marketplace the message has come from, it also has a count down timer next to each message so you know how long each message has been waiting, particularly important when Amazon requires a reply in 24 hours.
One of the main advantages is that most if not all messages sent from a customer will import into one message thread, so if a customer is trying to play customer services off different representatives it is great for reading back through what has or hasn't been said, both by the customer and your own customer services. There are a number of other features such as auto reply's and folder sorting an flagging that we haven't used, but they seem like very useful features for some business.
One area that has helped greatly save time is the template feature that drags in customer information, allowing you to have a list of predetermined reply's but the emails are still personalised to the customer, with names, addresses, usernames etc all importable to a message.
Xsellco are always developing the platform and adding new features, live chat is something we plan to explore further in the future, all in all a great bit of software.
Inconvénients
From a set up point of view, having to attach each market place individually for each country you sell in can be a long process, given the Amazon integration requires a little more work than the eBay sites also, that is more to do with Amazon and eBay, rather than Xsellco though.
Their is a lot too Xsellco also and option can be hidden in menus you'd not think to look in.
I think an ability to have a test environment within Xsellco would be beneficial for automated reply testing and generally helping you test templates etc.
The live chat does need fleshing out a bit, but as previously stated, they are updating all the time.
Overall not many negatives.
- Secteur d'activité : Automobile
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
edesk as an important part of our business management
Publié le 11/01/2023
we have been using this portal as an integral part of our jobs and have allow us to handle customer...
we have been using this portal as an integral part of our jobs and have allow us to handle customer messaging in a easy way
Avantages
easy axes to emails and ticket handling
Inconvénients
customer service is hard to find and have easy resolutions
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 0.0 /10
It used to be so good
Publié le 29/05/2020
Overall, we are disappointed with the product and the service.
Overall, we are disappointed with the product and the service.
Avantages
When "eDesk" was "xsellco" it actually worked, so that was nice.
Inconvénients
It doesn't work. You have to close out the software sometimes to get it to refresh. You will occasionally not be able to open attachments, use snippets, or copy/paste. You will check all folders to make sure there are no overdue messages and then come in the next day to several messages that spontaneously appeared overnight. The "To Do" folder will say one number but then there is not that number of messages in the folder, so the information it displays isn't correct. Every time we try to talk to customer service, they tell us how to sort the messages within the folder, which is not even the complaint we have (though the filters do reset every single time you leave the folder, so you have to re-organize all of your filters every time). Overall it is a terrible site that took away all of the functionality that it previously had. They claim that it is six times faster to answer emails, but it takes twice as long. It reformats your snippets in messages to add extra spaces that need to be taken out every time. It is all ridiculous, especially because it USED to work.
- Secteur d'activité : Biens de consommation
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 5.0 /10
Live Webchat could be better, Sensitive Insights can be found in the Home tab.
Publié le 19/01/2022
Avantages
Easy to use integrations, performance metrics and data are easy to access, constantly updated and informative for decision making and training. Using an inbox as a ticketing software is
Inconvénients
The built in webchat is confusing for customers, it often is mistaken for an email contact form. The chat experience is restrictive and feels like instant email, can't tell if a customer is typing or if they have left the chat for good or not.
The user permissions are helpful for structuring a department, but user performance data under Insights is still available to those without permissions in the home tab, which defeats the purpose of user permissions
Réponse de xSellco
Hi Calvin,
I'm really sorry to see your disappointment with the product. I've passed your feedback on to our Product Manager. We are currently working to radical overhaul our chat offering.
Many Thanks
Eamon
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 6.0 /10
All in one CRM Tool
Publié le 18/10/2022
overall experience is pretty decent
overall experience is pretty decent
Avantages
the email management is pretty good, trails are pretty much visible and is also cost-effective
Inconvénients
database management is not that great, profile management need improvement
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Great experience
Publié le 06/02/2018
Avantages
I like that the interface is very easy to use. It helps me to seamless manage my customer service across all of the online marketplaces.
Inconvénients
I do not like the fact that i cannot create new messages to customer directly through the online software portal.
Réponse de xSellco
Hi there,
Thank you for your review! We always appreciate customer feedback.
If you are trying to contact a customer through a marketplace such as eBay or Amazon, you need to go to the Orders tab in your xSellco dashboard > locate the order > Create new ticket.
If you have any other questions, please feel free to reach out to us at support@xsellco.com
- Secteur d'activité : Automobile
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
E-desk Techincal Support
Publié le 29/11/2021
I have practically trained myself on how the application works, I went from reading the material to...
I have practically trained myself on how the application works, I went from reading the material to appliying it hands on with creating rules, setting tags, and assigning tickets automatically. It is very user friendly and the fact that we have technical support available during our work hours is excellent when reporting issues or asking for help, they are always ready and willing to assist.
Avantages
The ability to create rules, also the ability to be able to have the tickets automitcally assigned, and the tags are excellet to have as well so we can sort out the workload and see where we need to have priority.
Inconvénients
Would love to have the ability for e-desk to not assign tickets if the agents are not logged in. Since they belong to a rule the distribution continues to happen even when they are not here.
- Secteur d'activité : Matériaux de construction
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Easy to use software
Publié le 01/11/2017
Ease of controlling the customer service part of the company from one program
Ease of controlling the customer service part of the company from one program
Avantages
This is a fairly easy to use program. You are able to link all your sales channels and social media accounts to the program to have your customer service in one place.
Inconvénients
We have had some glitches with the auto responders but every time we have reached out to customer service they are eager to help
- Secteur d'activité : Biens de consommation
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
XSellco Helpdesk
Publié le 01/02/2019
Avantages
XSellco Helpdesk is the best Message compiler ever. Such a great product. And amazing price
Inconvénients
I don't have any issues with XSellco Helpdesk.
Réponse de xSellco
Hi there,
Thank you for taking the time to provide us with great feedback. We are so happy to hear you are finding the xSellco Helpdesk beneficial for your business!!
If you ever have any questions feel free to contact us.
Kind regards,
The xSellco Team.
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
Not a good experience
Publié le 25/07/2018
Avantages
Has direct integration with eBay and other markets.
Creating rules is easy.
Design is okay. Good reports.
Inconvénients
Search is BAD, you cannot properly search on this platform.
We have bad experience with xsellco.
Support is very slow if you have different timezone.
Issues are being solved very slow.
Error on their end happens all the time