Connected support for e‑commerce

One simple help desk built for online sellers

icon speed Respond faster with xSellco automations

See how Suzuki cut their support times by 84% with xSellco

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Centralized dashboard

Manage customer support from all your sales channels with one intuitive dashboard.

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Full order details

Respond faster with a full view of customer and order details, shipping status, and more – right there within each message.

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Templates & Snippets

Respond to common customer queries in two clicks using eDesk’s customizable message templates. Snippets speed up your responses by automating key details, such as customer name, order details, delivery address and more.

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Fulfill customer expectations for timely responses even during peak support times, or out of office hours with automated responses. Never leave a customer waiting.

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Open your store to new customers internationally. eDesk helps you scale your business without the need for multilingual agents, by giving your team the ability to communicate in every language.

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View full order details within every support ticket, by linking e‑commerce management platforms such as Channel Advisor, Linnworks, BrightPearl and Skubana to your eDesk account.

icon multichannel Simple connected e‑commerce help desk

Centralize customer queries and orders from all your marketplaces, website and channels

help desk software ecommerce integrations


Selling on your own online store? eDesk integrates with all leading shopping carts and e‑commerce web platforms.


eDesk is the only customer support helpdesk that integrates with all the biggest marketplaces to help you scale your e‑commerce business at home and internationally.

Social media

Support your customers and protect your reputation on social media by connecting Facebook and Twitter to your e‑commerce help desk.

Live Chat

Turn browsers into buyers with eDesk live chat. Answer queries in real time and increase customer loyalty. Get in front of your customers and guide them toward purchase completion.

icon collaborate Team up on support

Support better with a collaborative workflow

customer service software assign tickets

Assign tickets

Assign the relevant agent to each query, share the workload and help your customer support team to shine.

customer service software internal notes

Internal notes

Tag teammates to request help on any ticket. Share information with your team about a customer and the status of their query.

customer service software add users

Multiple users

Add your teammates free with just one click! Your entire company can collaborate to resolve customer queries quickly and accurately.

icon organize white Automate workflows, save time

Everything you need to keep your team and tickets organized

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Folders & Filters

eDesk’s folder based system helps you prioritize and filter your messages by order, query type, language and more.

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Labels & Rules

Categorize your incoming messages with labels, so you can quickly identify common support issues. Set rules that automatically apply a label and assign agents or queries to the relevant folders.

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Targeted response times

Meet customer expectations for fast resolution times. Set your own target response times, or maintain the standard marketplace Service Level Agreement of 24 hours. Your inbox will prioritize your messages by time left to respond.

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Collision detection

Receive an alert if your teammate is dealing with the same customer query.

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User permissions

Inboxes, folders and reports can be restricted to specific users.

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Remove the need for agents to log in to your stores to manage support. Control the level of information that is accessible to your team with one dashboard.

icon chart Make smarter decisions

Grow faster with instant insights

customer support software peak times

Peak support times

Schedule and prepare your team to handle the busiest times that your store experiences each week.

customer support software performance reports

Team performance

Improve team performance each week by tracking key metrics like response times and message volume per store, language, query type and more.

customer support software ticket reports

Ticket volume

Recognize trends in your customer support queries. View ticket volume by store, language, query type and create templates to help speed up responses.

customer support software response reports

Response times

Analyze response time metrics by query type, agent and sales channel. Identify trends and recognize opportunities to improve team productivity.

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