eDeskFreshdeskeDesk vs Freshdesk

eDesk vs Freshdesk: $186 apart for five people

An ecommerce help desk for marketplaces against a help desk: eDesk is $186 a month cheaper for five people. Where eDesk and Freshdesk split, and a third option for small teams.

By Khalid Nouri, founder of SellioPricing check dates are listed with each vendor below

Try the third optionSellio pricing

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The short answer

Pick eDesk if you sell on Amazon, eBay or Walmart and want marketplace messages in the same queue as email. Pick Freshdesk if your support is email tickets first and you want SLAs, time tracking and field service in one help desk. For five people, eDesk is $186 a month cheaper than Freshdesk ($89 a month on eDesk against $275 on Freshdesk), before AI. Sellio Mini, at $45, comes in $44 below eDesk. eDesk and Freshdesk both include email in the price; only eDesk has website chat and Instagram. Neither eDesk nor Freshdesk includes WhatsApp and Telegram outright. For a team of two to ten weighing eDesk against Freshdesk, the third option below puts chat and tickets at one workspace price.

At a glanceeDeskeDeskFreshdeskFreshdesk
Built aroundMarketplace orders · Amazon, eBay, WalmartEmail tickets · chat is the separate Freshchat
Entry plan$39/mo · Essential: 1 store$19/agent/mo · Growth: email and tickets
Chat in the price$39/mo · live chat on every plan$55/agent/mo · Pro, with Freshchat on top
AI agent$0.99 per outcome · AI Agent on every plan$49 per 100 sessions · 500 trial sessions once per account
Copilot for agentsAI Assist add-on$29/agent/mo · Freddy Copilot
Free planNone · 14-day trialNone · 14-day trial

The six differences that decide it

Everything else on this page follows from these.

  1. 01

    Where a conversation starts

    eDeskeDesk

    As a ticket with the marketplace order beside it, so a reply can quote the shipment. Freshdesk raises tickets too, from email tickets.

    FreshdeskFreshdesk

    As a ticket in an email queue. Chat conversations live in Freshchat and become tickets when escalated. eDesk raises tickets too, from marketplace orders.

  2. 02

    What the seat buys

    eDeskeDesk

    Plans are priced by connected stores, from one on Essential at $39 to ten on Professional. $89 for five people, against $275 on Freshdesk.

    FreshdeskFreshdesk

    $19 buys email tickets on Growth. Chat and messaging mean adding Freshchat or an Omni bundle. $275 for five people, against $89 on eDesk.

  3. 03

    How the AI is billed

    eDeskeDesk

    The AI Agent is on every plan at $0.99 per outcome, charged only when it resolves a ticket. Freshdesk meters AI ($49 per 100 sessions) above the seats as well.

    FreshdeskFreshdesk

    Freddy AI Agent: 500 trial sessions once per account, then $49 per 100. Freddy Copilot is $29 per agent on top. eDesk meters AI ($0.99 per outcome) above the seats as well.

  4. 04

    Channels in the price

    eDeskeDesk

    Marketplace messages, email, live chat and social; WhatsApp on the higher plans, no Telegram. website chat and Instagram are here and not on Freshdesk.

    FreshdeskFreshdesk

    Email and web forms on every plan; chat, WhatsApp and Instagram arrive with Freshchat. eDesk adds website chat and Instagram, which Freshdesk lacks.

  5. 05

    Beyond the inbox

    eDeskeDesk

    Feedback requests, translation and reporting for sellers on several marketplaces. Freshdesk is a help desk instead.

    FreshdeskFreshdesk

    Field service, time tracking, SLAs and a marketplace; the wider Freshworks suite for IT and sales. eDesk is an ecommerce help desk for marketplaces instead.

  6. 06

    Time to the first reply

    eDeskeDesk

    Hours: connect the stores and the mailbox; the order data follows. Freshdesk is a day or two.

    FreshdeskFreshdesk

    A day or two: connect the support address, set groups and SLAs, then add Freshchat for the widget. eDesk is hours.

Sources: eDesk pricing · Freshdesk pricing. Each vendor’s own comparison of the other is linked so you can weigh both sides against ours.

What each one looks like

A look at the agent workspace. Interfaces can vary by plan and product version.

The eDesk ticket view: the marketplace message with the order and shipment on the right
eDeskeDesk. The eDesk ticket view: the marketplace message with the order and shipment on the right
The Freshdesk ticket view: the queue on the left, the ticket thread and the properties panel
FreshdeskFreshdesk. The Freshdesk ticket view: the queue on the left, the ticket thread and the properties panel

Pricing references: eDesk pricing page (recorded 2026-09-13); Freshdesk pricing page (recorded 2026-09-06). Prices change; confirm current terms with each vendor.

eDesk, Freshdesk and Sellio, side by side

Fifteen things a support team checks. A dash means the product does part of it or charges extra for it.

FeatureeDeskeDeskFreshdeskFreshdeskSellio

Pricing

Pricing model
By connected stores; AI per outcome
Per agent; AI per agent and per session
Per workspace; seats and channels are plan limits
Free plan
None; 14-day trial
Not on the pricing page; 14-day trial
2 seats, 1 channel, 1 AI agent, no trial clock

Channels

Website live chat
All plans
Via Freshchat or Omni
One script tag; guides for HTML, React, Next.js and more
Email in the inbox
All plans
Core of the product
From Mini: forward your support address; reply from the thread
WhatsApp
Higher plans
Via Freshchat or Omni
From Mini: WhatsApp Business API, several agents on one number
Instagram DMs
Social messaging
Via Freshchat or Omni
From Mini: Instagram DMs beside web chat
Telegram
Not offered
Not native
From Mini: paste a bot token; the webhook is set for you
Slack, Discord, Teams (two-way)
Not offered
Slack and Teams notifications
From Mini: two-way threads; a reply there reaches the customer

AI

AI agent trained on your docs
Trained on the store
Freddy, trained on the knowledge base
Crawl your site, upload PDFs and FAQs; answers only from those
How AI is billed
$0.99 per outcome
500 one-time trial sessions, then $49 per 100
Metered from an included credit, with caps you set
AI hands off to a person
Escalates to an agent
Escalates to agents
On low confidence, a keyword, or a teammate taking over

Support operations

Tickets
With order data
Ticket-first
On Plus: raise from any chat; customer, back-office and tracker
Visual workflow automation
Rule-based automations
Automations, form-based
From Mini: 11 triggers, 18 actions, no code
Analytics and CSAT
Growth and up
Reports and CSAT
From Essentials: response times, resolution, CSAT; topics and email reports on Plus

Apps

Desktop app (Windows, macOS)
Browser and mobile
Browser and mobile only
Native Windows and macOS apps

Which one, for whom

Pick eDesk if

  • You sell on Amazon, eBay or Walmart and want marketplace messages in the same queue as email.
  • You want an AI agent billed only when it resolves something.
  • Five people cost $186 a month less than on Freshdesk ($89 against $275), before AI.
  • You need website chat and Instagram in the price, which Freshdesk does not include outright.

Pick Freshdesk if

  • Your support is email tickets first and you want SLAs, time tracking and field service in one help desk.
  • You are already on Freshworks products and want the same admin and billing.
  • Time to the first reply is a day or two here and hours on eDesk.
  • Its pricing model suits you better than eDesk's: per agent per month, billed yearly. Day passes for occasional agents.

The third option: Sellio

  • Your team is two to ten people on chat, messaging and email. Weigh workspace pricing against $89 a month on eDesk against $275 on Freshdesk for five people; the billing units and included features differ.
  • You want a ceiling on AI spend: eDesk meters AI ($0.99 per outcome) above the seats, Freshdesk meters AI ($49 per 100 sessions) above the seats, and Sellio stops at the cap you set.
  • You need Telegram and native Windows and macOS apps, which neither eDesk nor Freshdesk includes.

What two, five and ten people pay

eDesk: $89 a month for five ($89 for the account, 5 stores); it does not print a per-seat rate to extend to two or ten. Freshdesk on Pro: $110, $275 and $550 a month for two, five and ten people, before AI. Sellio: Free for two seats; Mini at $45 for five, $44 less than eDesk and $230 less than Freshdesk for five people; Essentials at $95 for ten, the AI credit included. At ten people, Essentials at $95 is $455 under Freshdesk.

Where the two agree, and where they split

eDesk is an ecommerce help desk for marketplaces built around marketplace orders; Freshdesk is a help desk built around email tickets. Neither has a free plan: eDesk offers a 14-day trial, no card, Freshdesk 14 days of Enterprise. eDesk and Freshdesk both include email in the price; only eDesk has website chat and Instagram. Neither eDesk nor Freshdesk includes WhatsApp and Telegram outright. eDesk ($0.99 per outcome) and Freshdesk ($49 per 100 sessions) both meter AI above the seats. eDesk and Freshdesk both raise tickets, and neither eDesk nor Freshdesk ships a desktop app. eDesk is hours; Freshdesk is a day or two.

What each price leaves out

eDesk: AI Agent on every plan at $0.99 per outcome; AI Assist and Translate add-ons. Freshdesk: Freddy AI Copilot $29 per agent per month yearly; 500 AI agent trial sessions once per account, then $49 per 100 sessions. Beside eDesk's $0.99 per outcome and Freshdesk's $49 per 100 sessions, Sellio includes an AI credit with each paid plan. Usage consumes that credit; additional credits cost extra, and you can set a spending cap.

How to decide in an afternoon

  1. Step 1

    Count agents and channels

    Anyone who replies is a seat. List the channels customers actually use.

    5 people reply5 seats
    Website chat61%
    WhatsApp27%
    Email12%
  2. Step 2

    Price the AI you would use

    Estimate monthly conversations the AI could close, then apply each vendor's per-resolution or per-session rate.

    1,200 conversations × 40% AI closes480
    eDeskeDeskSee vendorNot quoted
    FreshdeskFreshdesk$0.49$245
    Sellio$0.05$19

    Illustrative AI-only estimate; vendor units differ. Pack billing is rounded up. Sellio assumes Mini’s $5 credit and $0.05 per conversation.

  3. Step 3

    Trial the shortlist

    Check each vendor’s trial, free plan or demo terms. Where access is available, test one real channel before committing.

    eDeskeDesk · 14-day trial, no card
    FreshdeskFreshdesk · 14 days of Enterprise
    Sellio · Free plan, no card

    Confirm trial access and limits, then evaluate one real channel on each.

Continue your research

FAQ

eDesk vs Freshdesk: the questions people ask

eDesk is an ecommerce help desk for marketplaces built around marketplace orders; Freshdesk is a help desk built around email tickets. eDesk and Freshdesk both raise tickets, and neither eDesk nor Freshdesk ships a desktop app.

  • Entry plan: eDesk $39/mo (Essential: 1 store); Freshdesk $19/agent/mo (Growth: email and tickets).
  • Chat in the price: eDesk $39/mo (live chat on every plan); Freshdesk $55/agent/mo (Pro, with Freshchat on top).
  • Sellio's inbox: WhatsApp and Telegram, which neither eDesk nor Freshdesk has outright, plus the rest of the five, on every paid plan.

The shared inbox page puts Sellio beside eDesk and Freshdesk on the same rows.

Still have a question? Contact us or browse the docs.

Or the third option: one price, every channel.

Sellio puts website chat, WhatsApp, Instagram, Telegram and email in one inbox with tickets and an AI agent, for $45 to $295 a month per workspace.

Get startedRead the docs

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