Helpshift vs. eDesk

eDesk

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Helpshift	Score 8.3 out of 10	N/A	Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.	$150 per month issue
eDesk	Score 10.0 out of 10	Small Businesses (1-50 employees)	eDesk is an eCommerce Help Desk purpose built for online sellers. eDesk integrates with marketplaces, channels, webstores and social channels and consolidates them into one shared dashboard. The solution provides tools and order data to help users to speedily turn around issues. eDesk allows users to respond to customer queries and meet their Service Level Agreements (SLAs) with Amazon and eBay. eDesk is designed to provide all the order, product, and delivery data within customer…	$0 per month

Pricing

Helpshift

eDesk

Editions & Modules

Starter: $150.00
per month Issue
Enterprise: Please contact Helpshift
per month Issue
Growth: Please contact Helpshift
per month Issue

Shopify Entrepreneurs - 300 Tickets: $39
per month 300 Tickets
eDesk Team: $69
per month per user
eDesk Professional: $109
per month per user
Shopify Entrepreneurs - 2,000 Tickets: $158
per month 2,000 Tickets

Offerings

Pricing Offerings
Helpshift	eDesk
Free Trial
Yes	Yes
Free/Freemium Version
No	Yes
Premium Consulting/Integration Services
Yes	No

Entry-level Setup Fee

No setup fee

Additional Details

Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.

These are yearly plans paid monthly for using eDesk. Month to month plans are available

More Pricing Information

Community Pulse
	Helpshift	eDesk
Top Pros	Pro Customer service Pro Meta data Pro Easy to use	Pro Easy to use
Top Cons	Minus Hard to manage Minus Work for us Minus Allow for customization	Minus Confusing at first Minus Take ownership

Features

Helpshift

eDesk

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Helpshift 6.4 4 Ratings 21% below category average	eDesk 10.0 1 Ratings 23% above category average
Organize and prioritize service tickets	5.54 Ratings	10.01 Ratings
Expert directory	3.64 Ratings	00 Ratings
Subscription-based notifications	6.43 Ratings	10.01 Ratings
ITSM collaboration and documentation	4.53 Ratings	10.01 Ratings
Ticket creation and submission	9.13 Ratings	10.01 Ratings
Ticket response	9.14 Ratings	10.01 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Helpshift 5.0 4 Ratings 43% below category average	eDesk 10.0 1 Ratings 25% above category average
External knowledge base	1.04 Ratings	10.01 Ratings
Internal knowledge base	9.13 Ratings	00 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Helpshift 4.5 4 Ratings 52% below category average	eDesk 8.5 1 Ratings 10% above category average
Customer portal	5.53 Ratings	00 Ratings
IVR	2.71 Ratings	00 Ratings
Social integration	7.31 Ratings	7.01 Ratings
Email support	2.74 Ratings	10.01 Ratings
Help Desk CRM integration	4.52 Ratings	00 Ratings

Best Alternatives
	Helpshift	eDesk
Small Businesses	Agiloft Flexible Service Desk Suite Score 9.0 out of 10	Agiloft Flexible Service Desk Suite Score 9.0 out of 10
Medium-sized Companies	Agiloft Flexible Service Desk Suite Score 9.0 out of 10	Agiloft Flexible Service Desk Suite Score 9.0 out of 10
Enterprises	Salesforce Service Cloud Score 8.7 out of 10	Salesforce Service Cloud Score 8.7 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Helpshift	eDesk
Likelihood to Recommend	9.1 (4 ratings)	10.0 (1 ratings)
Usability	9.0 (1 ratings)	- (0 ratings)
Support Rating	9.1 (2 ratings)	- (0 ratings)

User Testimonials
	Helpshift	eDesk
Likelihood to Recommend	Helpshift Inc. If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend. Incentivized Verified User Anonymous Read full review	eDesk Great for companies that sell on marketplaces and want to merge all of their communications. It saves our customer service agents tons of time, and it also connects easily with ChannelAdvisor. It would not be appropriate for a company that does not sell on marketplaces. Incentivized ES Erika Snow Marketing Manager Read full review
Pros	Helpshift Inc. Their customer support is very responsive. If they have any problems, they fix them quickly. They are constantly trying to improve and expand their offering, which is beneficial to our growing company. It is very user-friendly and easy to manage. The analytics are pretty good as well. Incentivized Angel Brockbank Director of Customer Experience Read full review	eDesk Easy to use for customers Maintains marketplace standards for communication Is the only platform that offers these services Connects with Channel Advisor Incentivized ES Erika Snow Marketing Manager Read full review
Cons	Helpshift Inc. While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications. There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service. The website dashboard that is used to respond to customers has trouble sometimes and is very slow. Incentivized Verified User Anonymous Read full review	eDesk I wish the filters displayed closer to the top of the inbox vs the bottom The new and to-do tabs can be confusing at first Agents must take ownership once in the message; it is not auto-assigned when you click into a message, so there is room for duplication. Incentivized ES Erika Snow Marketing Manager Read full review
Usability	Helpshift Inc. Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon. Incentivized Angel Brockbank Director of Customer Experience Read full review	eDesk No answers on this topic
Support Rating	Helpshift Inc. The few times we've had to contact them, they were courteous and gave us the information we needed swiftly. Incentivized Verified User Anonymous Read full review	eDesk No answers on this topic
Alternatives Considered	Helpshift Inc. Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times. Amanda de Carli Assistente de Costumer Experience Read full review	eDesk They were not even close to offering what xSellco has and the ease of using the platform. eDesk by xSellco is a great price point, is very easy to use, and it also integrates with ChannelAdvisor and Big Commerce, which was a determining factor for us. It also is an Amazon partner and ensures that they are adhering to all of the strict communication rules Amazon has. Incentivized ES Erika Snow Marketing Manager Read full review
Return on Investment	Helpshift Inc. The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift. The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools. Incentivized Verified User Anonymous Read full review	eDesk Saves agents lots of time Creates better communication with customer with less time in between messages Helps us provide great customer service Has helped us meet marketplace communication standards and receive more feedback/reviews Incentivized ES Erika Snow Marketing Manager Read full review
ScreenShots		eDesk Screenshots