eDesk
eDesk is a customer service helpdesk built for online sellers. The company was founded as xSellco and changed its name to eDesk in 2021.
eDesk is a customer service helpdesk built for online sellers. The company was founded as xSellco and changed its name to eDesk in 2021. It pulls buyer messages from marketplaces, webstores, live chat and social channels into one shared inbox, and shows order and tracking details next to each ticket. For eBay, it imports messages, cases, orders, returns and refund details across eBay's 20 marketplaces. eDesk also offers rule-based automations, performance reporting, customer satisfaction surveys and an AI agent charged per resolved outcome. It says it connects to more than 200 marketplaces, webstores, social and logistics channels, with over 300 integrations in its App Store. Its global headquarters is in New York, with offices in Dublin, London, Cork and Derry.
Key features
- Shared inbox for marketplace, webstore, chat and social messages
- Order and tracking data shown next to each ticket
- eBay messages, cases and returns across 20 eBay marketplaces
- Rule-based automations, reporting and CSAT surveys
- AI Agent billed at $0.99 per outcome
- Add-ons for AI replies, translation and feedback requests
FAQ
eDesk lists four plans in USD. Essential is $49 per month billed monthly or $39 per month billed annually, for one store or marketplace. Growth is $115 monthly or $89 annually for five channels. Professional is $149 monthly or $119 annually for ten channels plus onboarding. Enterprise is quoted on request. The AI Agent adds $0.99 per resolved outcome, and add-ons like Translate cost extra.
Yes. eDesk offers a 14-day free trial with full-feature access, and no credit card is required to start. After the trial you pick a paid plan, starting with Essential at $49 per month on monthly billing or $39 per month billed annually. eDesk also advertises a 30-day eDesk Guarantee if your support workload does not go down, so read those terms on the pricing page.
eDesk does not publish a self-service cancel button. First, make sure you are logged in with an Admin account, or ask an Admin in your company to handle it. Then contact eDesk through the support form at edesk.com/contact-support or by emailing support@edesk.com, and a Customer Success Manager will discuss cancelling, downgrading or changing your plan. The help article does not state notice periods or data retention rules.
xSellco is the former name of eDesk. The company was originally founded as xSellco by Ray Nolan, who is now Founder and Chairperson, and it rebranded as eDesk in 2021. The helpdesk product continues under the eDesk name. eDesk is active, lists its global headquarters in New York, and has offices in Dublin, London, Cork and Derry.
eDesk offers more than 300 integrations across marketplaces, communication channels, webstores, operations tools and shipping services. Sales channels include eBay, Amazon, Walmart, Shopify and TikTok Shop. For eBay specifically, eDesk centralizes messages, cases and orders from eBay's 20 marketplaces in one inbox, so sellers with several eBay accounts or sites can reply without logging in and out of each one.
In eDesk, go to the App Store and click the eBay tile under Marketplaces. Click Install App, then choose the eBay marketplace you want from the list. Click Connect eBay, sign in on the eBay login screen and approve access. Once connected, buyer messages appear in the Mailbox screen, and eBay order details show on each ticket and in the Orders screen.
Yes. According to eDesk's eBay setup guide, all messages continue to be delivered to your eBay message center, and replies sent from eDesk are updated there as well. eDesk imports buyer messages, order details, delivery times, returns and refund details. It also adds a short reference code to outgoing messages so replies can be matched back to the right ticket in eDesk.
You can email eDesk support at support@edesk.com or use the Contact support form on the eDesk website. The eDesk Support Knowledge Base at support.edesk.com has help articles on setup, integrations and billing. For questions before buying, the site has separate Contact sales and Book a demo options. Subscription changes, including cancellations, are handled by contacting the support team rather than through a self-service button.
The eDesk AI Agent is available on all plans with usage-based billing. eDesk charges $0.99 only when the agent actually answers a customer or takes a real action on their behalf, counted as one outcome per resolved ticket no matter how many messages it takes. Separate paid add-ons include AI Assist for suggested replies and tone changes, Translate for language translation, and Feedback for automated review requests.
Other customer support platforms used by online sellers include Zendesk, Freshdesk, Gorgias, Kustomer and Intercom, which eDesk itself reviews in its live chat software guide. Tools such as Tidio, Olark and LiveChat focus mainly on chat. For eBay-focused sellers, 3Dsellers also has a helpdesk that combines eBay, Amazon and Shopify messages in one inbox. Marketplace coverage differs a lot, so check eBay support in each tool.
Use 3Dsellers instead
3Dsellers is a listing, order and customer service platform for eBay and other marketplaces.
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