# eDesk AI-powered customer support software for eCommerce teams, unifying messages, orders, and channels in one workspace. - Findings24: - Website: - Pricing: Freemium - Categories: AI Chatbot ## What is eDesk? eDesk is AI-powered customer support software built for eCommerce teams that need to manage conversations, orders, and channel activity from one place. It combines a helpdesk, automation tools, and AI features so support teams can handle multichannel volume without moving between separate systems. The product is positioned around eCommerce workflows such as pre-sales questions, order-related support, and post-sale engagement. Its helpdesk, AI Agent, chatbot, and reporting tools are designed to help teams respond faster, organize tickets more efficiently, and keep customer context attached to each conversation. ## What can eDesk do? ### Unified multichannel inbox Bring email, marketplaces, webstore, chat, social, and other channels into one inbox so agents can work from a single support view. ### Rich ticket context See customer, product, and order history directly in the ticket, including past tickets, returns, and tracking details, to reduce tab-switching. ### AI-assisted ticket handling Use AI ticket classification, bulk actions, smart filters, routing, and automated replies to organize work and speed up responses. ### Customizable reply workflows Create and use templates, snippets, rich message composition, signatures, and marketplace-specific fields to answer consistently and work with channel requirements. ### Automation for pre- and post-sale support Use AI Agent, chatbot, and pre-sales tools to answer product and order questions before and after purchase across channels. ### Reporting and feedback tools Track support performance with built-in reporting, SLA tracking, CSAT surveys, and review or feedback workflows. ## Use Cases ### Centralizing multichannel support Handle customer messages from marketplaces, webstores, email, chat, and social channels in one inbox while keeping order and product context attached to each ticket. ### Supporting shoppers before purchase Respond to pre-sales questions with access to inventory, pricing, and knowledge base information so shoppers can get answers before they buy. ### Reducing ticket handling time Automate repetitive work with AI classification, routing, chatbot responses, and smart replies so agents spend less time on manual triage. ### Monitoring support performance Track SLA performance, use reports, and surface customer feedback to manage service quality as order volume grows. ### Managing post-sale feedback Use review requests and feedback workflows to turn support interactions into ratings and customer reviews after purchase. ## Frequently Asked Questions ### How does the free trial work? eDesk offers a 14-day free trial. During the trial, you can connect channels and test the platform in Safe Mode, which means messages are not stored or sent until you disable it. ### Do I need a credit card to start? No. The pricing page says a credit card is not required to sign up for the free trial; card details are only needed when you purchase a plan. ### Are subscriptions monthly or annual? eDesk provides both monthly and annual subscriptions. Plans can be upgraded or downgraded, and annual billing is shown with a 20% savings note on the pricing page. ### How does AI Agent pricing work? AI Agent is included in every plan. Automated resolutions are charged separately at €0.99 each, and there is no additional charge if no automated resolution occurs. ### How do I get help setting up eDesk? The pricing page says setup is straightforward and that support is available 24/7. It also points users to the support library at support.edesk.com. ## Quick Facts - **Category**: AI-powered eCommerce customer support software - **Primary use**: Unified helpdesk for multichannel order and customer support - **Target users**: eCommerce support teams and sellers - **Website**: edesk.com - **Trial**: 14-day free trial - **Pricing model**: Subscription plans with AI Agent included in every plan