{
 "schema_version": "1.0",
 "id": "edesk",
 "name": "eDesk",
 "research_status": "researched",
 "vendor_domain": "edesk.com",
 "category": "Communication & Voice",
 "task": "A help desk, tickets or a shared inbox",
 "summary": "E-commerce helpdesk: one unified inbox for Amazon, eBay, Shopify and email, with order data and an AI Agent that bills per resolved outcome.",
 "best_for": "e-commerce and marketplace sellers who want one unified inbox across Amazon, eBay, Shopify and email — with order data and AI-assisted replies where support and revenue overlap",
 "skip_if": "you run a non-commerce SaaS or service business (general helpdesks fit better and cheaper), or your ticket volume is low enough that a shared inbox already copes",
 "honest_knock": "There are two meters, and the second one is easy to miss. The per-agent price is the entry ticket, but the AI Agent charges $0.99 for every automated resolution on top. That is great when it deflects real tickets, but it is a variable line item that scales with your support volume — model it against your ticket count before assuming a flat bill. And the honest fundamental for any e-commerce helpdesk: the value is only as good as your marketplace integrations actually syncing — test Amazon/eBay/Shopify connections with your real accounts during the free trial.",
 "pricing": {
  "status": "public",
  "entry_price": "$39",
  "entry_price_terms": "Essential, per agent · per agent per month billed annually ($49 billed monthly)",
  "from_price_usd_month": 39.0,
  "plans": null,
  "plans_source": null,
  "notes": "(re-verified 2026-09-29) No free plan: 'Start for free' opens a 14-day full-feature trial with no credit card. Essential $39 per agent/mo, Growth $89, Professional $119 (the plan eDesk marks Most Popular), Enterprise custom — all billed annually. Billed monthly the same plans cost $49, $115 and $149; the annual rate is the '20% off' eDesk advertises. The AI Agent is included on every plan, but its automated resolutions bill separately at $0.99 per outcome: you pay when it actually resolves a query, not per attempt. eDesk claims the agent can automate up to 65% of support across channels, so model the outcome fee against your ticket volume — at 1,000 resolved tickets a month that is $990 on top of the seats.",
  "verified_at": "2026-10-07",
  "source_url": null,
  "schema_offer": {
   "price": 39.0,
   "currency": "USD",
   "description": "Essential, per agent, per agent per month billed annually ($49 billed monthly); AI resolutions bill separately at $0.99 per outcome. Read on the vendor's own pricing page on 2026-09-29.",
   "page": "https://zerotouchsupport.com/edesk-review.html"
  },
  "source_quotes": null
 },
 "free_plan": false,
 "free_plan_evidence": null,
 "cost_traps": [
  {
   "id": "per_seat",
   "label": "Per-seat pricing",
   "evidence": "Essential $39 per agent/mo, Growth $89, Professional $119 (the plan eDesk marks Most Popular), Enterprise custom — all billed annually.",
   "verified_at": "2026-10-07",
   "source_url": null
  },
  {
   "id": "usage_metered",
   "label": "Usage-metered",
   "evidence": "meter: unit · agent seats and resolved AI outcomes",
   "verified_at": "2026-10-07",
   "source_url": null
  },
  {
   "id": "addons_extra",
   "label": "Key features are paid add-ons",
   "evidence": "eDesk claims the agent can automate up to 65% of support across channels, so model the outcome fee against your ticket volume — at 1,000 resolved tickets a month that is $990 on top of the seats.",
   "verified_at": "2026-10-07",
   "source_url": null
  }
 ],
 "compare_with": {
  "name": "Gorgias",
  "why": "Gorgias is the other big e-commerce helpdesk, deepest on Shopify; eDesk leans harder into marketplaces (Amazon, eBay) and per-outcome AI pricing — pick by where your orders actually live and how you want the AI billed"
 },
 "links": {
  "record": "https://aibuildermarketplace.com/api/v1/products/edesk.json",
  "review": "https://zerotouchsupport.com/edesk-review.html",
  "marketplace": "https://aibuildermarketplace.com/marketplace/edesk/",
  "vendor_site": "https://edesk.com"
 },
 "purchase": {
  "seller": "the vendor",
  "how": "AIBuilder Marketplace does not sell this software. Sign up, start a trial or buy on the vendor's site.",
  "handoff_url": "https://www.edesk.com/?red=aibuil",
  "affiliate": true,
  "disclosure": "Where purchase.affiliate is true, purchase.handoff_url is an affiliate link: AIBuilder Marketplace may earn a commission at no extra cost to the buyer. Commission never changes what a record says, and products are not ranked by commission. Where it is false the link is the vendor's plain site."
 },
 "provenance": {
  "research": "hand-researched dossier, read on the vendor's own pages",
  "researched_since": "2026-07",
  "method": "https://aibuildermarketplace.com/how-we-review/",
  "license": "CC BY 4.0. Credit 'AIBuilder Marketplace' with a link to https://aibuildermarketplace.com/atlas/.",
  "note": "A rebuild is not a new measurement: pricing.verified_at is the date that matters."
 },
 "cost": {
  "status": "available",
  "engine": "https://aibuildermarketplace.com/agents/#cost",
  "rules": {
   "currency": "USD",
   "unit": "agent",
   "axis": "users",
   "plans": [
    {
     "id": "essential",
     "name": "Essential",
     "model": "per_unit",
     "annual_month": 39,
     "monthly": 49,
     "evidence": "Essential $39 per agent/mo, Growth $89, Professional $119 (the plan eDesk marks Most Popular), Enterprise custom — all billed annually. Billed monthly the same plans cost $49, $115 and $149"
    },
    {
     "id": "growth",
     "name": "Growth",
     "model": "per_unit",
     "annual_month": 89,
     "monthly": 115,
     "evidence": "Essential $39 per agent/mo, Growth $89, Professional $119 (the plan eDesk marks Most Popular), Enterprise custom — all billed annually. Billed monthly the same plans cost $49, $115 and $149"
    },
    {
     "id": "professional",
     "name": "Professional",
     "model": "per_unit",
     "annual_month": 119,
     "monthly": 149,
     "evidence": "Essential $39 per agent/mo, Growth $89, Professional $119 (the plan eDesk marks Most Popular), Enterprise custom — all billed annually. Billed monthly the same plans cost $49, $115 and $149"
    },
    {
     "id": "enterprise",
     "name": "Enterprise",
     "model": "quote",
     "evidence": "Enterprise custom"
    }
   ],
   "usage": [
    {
     "id": "ai_resolutions",
     "label": "AI Agent resolutions",
     "unit": "resolution",
     "price": 0.99,
     "evidence": "its automated resolutions bill separately at $0.99 per outcome"
    }
   ],
   "notes": [
    "Regional pricing: the pricing page carries the same figures in euros for EU visitors (€39/€89/€119 annually, €49/€115/€149 monthly) and lower pound prices for UK visitors (£29/£79/£99 annually, £39/£95/£119 monthly), read 8 Oct 2026. The amounts here are the US-dollar prices."
   ],
   "rules_verified_at": "2026-10-07"
  },
  "growth": {
   "annual": {
    "product_id": "edesk",
    "currency": "USD",
    "axis": "users",
    "unit": "agent",
    "billing": "annual",
    "rows": [
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      "cheapest_plan": "essential",
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       "every": "year"
      },
      "ranges": [],
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      }
     },
     {
      "units": 2,
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      "cheapest_plan_name": "Essential",
      "total_month": 78.0,
      "billed": {
       "amount": 936.0,
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      "ranges": [],
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      "units": 3,
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      "ranges": [],
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     },
     {
      "units": 5,
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      "total_month": 195.0,
      "billed": {
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      "ranges": [],
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     },
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     },
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      "units": 50,
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    ],
    "switch_points": [],
    "conflicts": [],
    "unknowns": []
   },
   "monthly": {
    "product_id": "edesk",
    "currency": "USD",
    "axis": "users",
    "unit": "agent",
    "billing": "monthly",
    "rows": [
     {
      "units": 1,
      "cheapest_plan": "essential",
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      },
      "ranges": [],
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      "ranges": [],
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     },
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      "units": 3,
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      "ranges": [],
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     },
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     },
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      "cheapest_plan": "essential",
      "cheapest_plan_name": "Essential",
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      },
      "ranges": [],
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     },
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      "cheapest_plan": "essential",
      "cheapest_plan_name": "Essential",
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       "amount": 980.0,
       "every": "month"
      },
      "ranges": [],
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     },
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      "units": 25,
      "cheapest_plan": "essential",
      "cheapest_plan_name": "Essential",
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       "every": "month"
      },
      "ranges": [],
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     },
     {
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      "cheapest_plan": "essential",
      "cheapest_plan_name": "Essential",
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      "billed": {
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       "every": "month"
      },
      "ranges": [],
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       "growth": 5750.0,
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      }
     },
     {
      "units": 100,
      "cheapest_plan": "essential",
      "cheapest_plan_name": "Essential",
      "total_month": 4900.0,
      "billed": {
       "amount": 4900.0,
       "every": "month"
      },
      "ranges": [],
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       "growth": 11500.0,
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       "enterprise": "quote"
      }
     }
    ],
    "switch_points": [],
    "conflicts": [],
    "unknowns": []
   }
  }
 },
 "unknowns": [
  "Plan-by-plan prices are not structured in this record yet; pricing.notes has the full text.",
  "Contract terms (cancellation, data export, data location, minimum seats) are not researched as separate fields; pricing.notes mentions them only where the vendor's pricing page does.",
  "Being verified: free trial and refund terms are not yet matched to a verbatim line on the vendor's own pages. Not matched does not mean there is none.",
  "Not tested hands-on by us: what the product does comes from the vendor's pages and our reading of them."
 ],
 "verification": {
  "price": "read",
  "free_trial": "being_verified",
  "refund": "being_verified"
 },
 "third_party_video": {
  "url": "https://www.youtube.com/watch?v=VvCwkCQFk4Q",
  "channel": "eDesk",
  "published": "2026-04-07",
  "shows": "the shared inbox, the ticket view and the reporting screens",
  "independent": false,
  "checked_at": "2026-10-20"
 },
 "task_evidence": null,
 "open_questions": [
  {
   "question_id": "edesk:cancellation_terms",
   "key": "cancellation_terms",
   "question": "Can a customer cancel at any time, and what happens to an annual plan that is cancelled mid-term?",
   "status": "open"
  },
  {
   "question_id": "edesk:data_export",
   "key": "data_export",
   "question": "Which data can a customer export, in which formats, on which plans?",
   "status": "open"
  },
  {
   "question_id": "edesk:data_location",
   "key": "data_location",
   "question": "Where is customer data stored, and can a customer choose the region?",
   "status": "open"
  }
 ],
 "vendor_answers": [],
 "agent_channels": {
  "vendor_mcp": null,
  "agent_checkout": {
   "status": "not_checked",
   "detail": "We could not read the vendor's pages as plain HTML.",
   "checked_at": "2026-10-07",
   "method": "homepage, /pricing and the pricing page we cite, read as plain HTML (no JavaScript) and searched for explicit support of purchases by AI agents: Agentic Commerce Protocol, Instant Checkout, Agent Payments Protocol, buy in ChatGPT, agentic checkout"
  }
 },
 "task_scope": {
  "scope": "customer_support_helpdesk",
  "label": "Customer-support help desk",
  "why": "E-commerce helpdesk: one unified inbox for Amazon, eBay, Shopify and email.",
  "source": "our dossier",
  "phrases": [
   "help desk",
   "helpdesk",
   "customer support",
   "customer service",
   "support inbox"
  ]
 },
 "feature_evidence": {
  "features": {
   "gmail_integration": {
    "label": "Gmail integration",
    "phrases": [
     "gmail",
     "gmail integration",
     "works with gmail",
     "connect gmail"
    ]
   },
   "live_chat": {
    "label": "Live chat",
    "phrases": [
     "live chat",
     "website chat",
     "web chat",
     "chat widget",
     "chat"
    ]
   },
   "outlook_integration": {
    "label": "Outlook integration",
    "phrases": [
     "outlook",
     "outlook integration",
     "works with outlook",
     "office 365 email",
     "microsoft 365 email"
    ]
   },
   "shared_inbox": {
    "label": "Shared inbox",
    "phrases": [
     "shared inbox",
     "team inbox",
     "shared team inbox",
     "shared email inbox",
     "shared support inbox"
    ]
   },
   "shopify_integration": {
    "label": "Shopify integration",
    "phrases": [
     "shopify",
     "shopify integration",
     "works with shopify",
     "shopify orders"
    ]
   }
  },
  "evidence": [
   {
    "feature": "shopify_integration",
    "plans": null,
    "quote": "Streamline Shopify customer support with smart, centralized support in eDesk.",
    "context": "eDesk app store; no plan is named.",
    "source": "https://www.edesk.com/appstore/",
    "read_on": "2026-10-07"
   },
   {
    "feature": "outlook_integration",
    "plans": null,
    "quote": "Automatically forward emails from Outlook into eDesk.",
    "context": "eDesk app store; no plan is named.",
    "source": "https://www.edesk.com/appstore/",
    "read_on": "2026-10-07"
   },
   {
    "feature": "gmail_integration",
    "plans": null,
    "quote": "Gmail",
    "context": "Listed as an app under 'Support Email & Comms' in the eDesk app store, but its card repeats the Outlook text, so the page names the integration without describing it.",
    "source": "https://www.edesk.com/appstore/",
    "read_on": "2026-10-07"
   },
   {
    "feature": "live_chat",
    "plans": [
     "Essential",
     "Growth",
     "Professional"
    ],
    "quote": "Live Chat",
    "context": "Key feature on Essential; Growth and Professional list 'Everything in Essential'. Page read from the Netherlands, where it showed prices in euros.",
    "source": "https://www.edesk.com/pricing/",
    "read_on": "2026-10-08"
   },
   {
    "feature": "shared_inbox",
    "plans": [
     "Essential",
     "Growth",
     "Professional"
    ],
    "quote": "Centralized support workspace",
    "context": "eDesk's own name for its shared inbox, listed as a key feature on Essential; higher plans include everything in Essential.",
    "source": "https://www.edesk.com/pricing/",
    "read_on": "2026-10-08"
   }
  ],
  "note": "From the vendor's own pages, with plan, source and reading date. Documented by the vendor, not tested by us; our own tests are in task_evidence."
 }
}