UVdesk offers a cloud-based and open-source helpdesk solution that helps eCommerce store owners to manage customer interactions. Support tickets can be managed, tasks can be managed, emails can be sent, and customer follow-up can be tracked. Pros: UVdesk is a customer support tool specifically designed for eCommerce and takes into account e-commerce merchants’ unique needs. With UVdesk, you can search for and manage customer conversations more effectively using tags, priority, status, and labels. With UVdesk, you can automate your processes by creating a set of rules and presets for tickets coming from different channels. You can also collaborate seamlessly with UVdesk’s features such as assigning agents, sending private notes, forwarding replies, etc. Besides paid pricing plans, UVdesk offers a free open-source helpdesk. First-time users may find the layout intimidating and confusing.
To generate value from the product, you’ll need to undergo a steep learning curve. There are times when error messages are not clear. As a result, you won’t know what’s causing the problem and will need to contact their support team. There have been reports of canned responses being delayed and agents having to manually send them instead. The UVdesk pricing model is based on a “per person, per month” basis. With a growing team, this can be extremely costly.