eDesk pricing, plans and documented features
Each row shows what eDesk's own pricing pages and help articles say about one feature on each plan.
Last checked:
Covers the Essential, Growth, Professional and Enterprise plans on the current pricing page.
| Feature | Essential | Growth | Professional | Enterprise |
|---|---|---|---|---|
| SLA policies | Not included | Included | Included | Included |
| Automatic assignment | Not listed | Not listed | Not listed | Not listed |
| Custom agent roles | Not included | Couldn't verify (sources disagree) | Add-on only | Add-on only |
| SAML single sign-on | Not listed | Not listed | Not listed | Not listed |
| Public knowledge base | Not listed | Not listed | Not listed | Not listed |
| Custom reports | Not listed | Not listed | Not listed | Not listed |
| Listed prices (USD) | $39 per agent/month billed annually · $49 per agent/month billed monthly | $89 per agent/month billed annually · $115 per agent/month billed monthly | $119 per agent/month billed annually · $149 per agent/month billed monthly | contact sales |
- Included:
- the vendor's own page names this plan for the feature.
- Not included:
- the vendor's own page says this plan doesn't have it.
- Not listed:
- the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing.
- Couldn't verify (sources disagree):
- the vendor's own pages say different things, so we can't confirm it either way.
- Add-on only:
- the vendor documents it on this plan only with a paid add-on or extra condition.
Price source · checked 12 Oct 2026
eDesk pricing table (prices and billing periods) · eDesk
eDesk pricing · eDesk
Costs beyond the seat price
Account-wide notes
- AI Agent costs $0.99 per outcome, charged once per ticket.
- AI Assist costs $30 per agent a month.
- Translate costs $19 per agent a month; additional fees may apply.
- Feedback costs $99 per account a month.
- eDesk Talk and WhatsApp have their own monthly fees and usage charges, listed in the help centre; the currency is not stated.
Read-only users
- Essential, Growth, Professional: The pricing table says not included on Essential and Growth and lists 2 on Professional; the read-only users article says read-only users are free once an account has more than 4 paid users.
- Enterprise: The pricing table lists unlimited read-only users on Enterprise but says limits may apply; the read-only users article says they are free once an account has more than 4 paid users.
- Essential, Growth, Professional, Enterprise: Limited access; cannot respond to tickets.
Other helpdesks with the same documented features
These helpdesks have a plan that documents this feature: SLA policies.
- Freshdesk: from Pro · $55 per agent/month billed annually
- Front: from Professional · $65 per user/month billed annually
- Gorgias: Starter, Basic, Pro, Advanced, Enterprise
- Help Scout: from Standard · $25 per user/month billed annually
- HubSpot Service Hub: from Professional · $90 per user/month billed annually
- Intercom: Expert · $132 per user/month billed annually · monthly: not recorded
- LiveAgent: from Medium business · $29 per agent/month billed annually
- Zendesk Suite: from Suite Professional · $115 per agent/month billed annually
- Zoho Desk: from Standard · $14 per user/month billed annually
SLA policies
Limits:
- SLA timers show only for To Do tickets in the Mailbox.
- A Company SLA cannot be set for eBay channels.
Source for SLA policies · checked 12 Oct 2026
Setting Service Level Agreement (SLA) Targets · eDesk · checked
“Service Level Agreements (SLAs) define the level of service a customer can expect from a seller or marketplace.”
Setting Service Level Agreement (SLA) Targets · eDesk · checked
“You can set up SLA timers to help agents meet SLA response targets. An SLA timer represents the time period in which agents should respond to a customer message.”
eDesk pricing table (prices and billing periods) · eDesk · checked
Setting Service Level Agreement (SLA) Targets · eDesk · checked
“Note: At the moment, it's not possible to set a 'Company SLA' for your eBay channel(s)”
Setting Service Level Agreement (SLA) Targets · eDesk · checked
“If the timer reaches zero before an agent has responded, the timer reads Overdue + [the minutes/hours/days since the SLA target was reached] .”
Setting Service Level Agreement (SLA) Targets · eDesk · checked
“SLA timers are displayed only for To Do tickets in the Mailbox.”
Automatic assignment
Not listed for any plan (documented for the product, no plan named); check with eDesk.
Why? and source for Automatic assignment · checked 12 Oct 2026
Automatic assignment: Not listed for any plan. The vendor documents it for the product but doesn't name a plan.
- The round robin article names a Team plan that is not on the current pricing page.
eDesk round robin · eDesk · checked
“Round robin is a way of automatically assigning incoming tickets to each of your Support Agents in turn.”
eDesk round robin · eDesk · checked
“@mentions are available if your company is on the Team, Professional or Enterprise plan.”
eDesk round robin · eDesk · checked
Custom agent roles
Essential: not included. Growth: sources disagree. Professional, Enterprise: add-on only. Check with eDesk.
Why? and source for Custom agent roles · checked 12 Oct 2026
Custom agent roles: Essential: not included. Growth: sources disagree. Professional, Enterprise: add-on only. Growth: the pricing table includes custom roles, but both help articles restrict them to Professional or Enterprise. Add-on terms: The pricing table says an additional fee may apply; no amount is stated. An add-on can't confirm a plan.
- The pricing table says an additional fee may apply; no amount is stated.
eDesk roles and permissions · eDesk · checked
“Pro Tip: If you’re on the Professional or Enterprise pack you can clone any of the above roles and then edit it to make your own custom role.”
eDesk custom roles · eDesk · checked
“With eDesk, it’s simple to create new custom roles with your chosen conditions and assign them to teammates.”
eDesk custom roles · eDesk · checked
“In the Permissions section, click the checkbox for each permission to add it to the role.”
eDesk custom roles · eDesk · checked
“You’ll need to be on the eDesk Professional or Enterprise plan to access custom roles.”
eDesk pricing table (prices and billing periods) · eDesk · checked
SAML single sign-on
Not listed in the vendor pages we checked; check with eDesk.
Why? and source for SAML single sign-on · checked 12 Oct 2026
SAML single sign-on: Not listed. The captured helpdesk page mentions SSO but does not document SAML. No captured page ties SAML to a current plan. That doesn't mean it's missing.
eDesk helpdesk page · eDesk · checked
“Single sign-on (SSO) and directory integration for enterprise customers”
Public knowledge base
Not listed for any plan (documented for the product, no plan named); check with eDesk.
Why? and source for Public knowledge base · checked 12 Oct 2026
Public knowledge base: Not listed for any plan. The vendor documents it for the product but doesn't name a plan.
eDesk knowledge base · eDesk · checked
“The Knowledge base feature enables you to create a library of reliable help articles and add it to your website.”
eDesk knowledge base · eDesk · checked
“Reduce customer queries by up to 30% by publishing help articles to your website that enable customers to self-serve.”
Custom reports
Not listed in the vendor pages we checked; check with eDesk.
Why? and source for Custom reports · checked 12 Oct 2026
Custom reports: Not listed. The pricing table lists custom dashboards on Professional and Enterprise, but no captured page documents choosing metrics; report extracts are exports of prebuilt reports. That doesn't mean it's missing.
eDesk report extracts · eDesk · checked
“In a nutshell, you can create reports that contain only the information you're interested in and then download them as a .csv file.”
eDesk report extracts · eDesk · checked
“Automated reports let you schedule data extracts on areas like Agents, Tickets, Channels, Chats or AI.”
eDesk report extracts · eDesk · checked
“Report extracts are available to customers on our Professional and Enterprise plans.”
eDesk pricing table (prices and billing periods) · eDesk · checked
Worth knowing
- Professional, Enterprise: An additional fee may apply for custom roles; no amount is stated.
Common workflow capabilities we've checked
Everyday capabilities shown for context. They do not affect your shortlist.
- Manually assign a support ticket to an agent: Not listed for any plan (documented for the product, no plan named)
- Add private internal notes to a support ticket: Not listed for any plan (documented for the product, no plan named)
- Reuse saved replies in support emails: Documented on: Essential, Growth, Professional, Enterprise
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