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Absolutely loving Willdesk so far. The platform itself is clean, modern, and very easy to use. It has a huge amount of flexibility for live chat, automation, AI support, workflows, and customer service management all in one place.
One thing that genuinely surprised us was how good the mobile app is. Being able to manage conversations, reply to customers, and monitor support while away from the desk has been incredibly helpful for our operations team.
What really stood out though was the support team. Kim in particular has been absolutely amazing throughout our setup and testing process. Every question or issue we raised (not that there was much at all) was properly investigated, followed up, and resolved with genuine care and attention.
The team has gone above and beyond helping us customise the platform to better suit our business and customer experience needs.
Highly recommend Willdesk to any business store looking for a powerful support platform backed by an incredible support team!!
Thank you so much for this incredible review and for taking the time to share such detailed feedback about your experience with Willdesk! 😊
We’re absolutely thrilled to hear that you’re loving the platform so far and that the flexibility of our live chat, automation, AI support, workflows, and customer service tools has been helping your team manage operations more efficiently.
It’s also wonderful to know that the mobile app has made such a positive impact for your operations team. We know how important it is to stay connected with customers even while away from the desk, so hearing this truly means a lot to us.
Most importantly, thank you for your kind words about Kim and our support team. We genuinely care about every merchant’s success, and we’re so happy to hear that your setup and testing experience felt smooth, responsive, and well supported. Your appreciation for the effort our team puts into customization and problem-solving is incredibly encouraging.
We truly appreciate your recommendation and are excited to continue supporting your business as you grow with Willdesk. Thanks again for being part of our community! 🚀
Best Regards,
Kim|Willdesk Support Team of CWILL
I've been using this app for over a year, and even after subscribing to an annual plan, it still charges $30 every month. After contacting customer service for a refund, I purchased the annual plan again, but it still charges $10 extra every month.
His hidden costs are very high.
Hi there,
This is Sophie from the Willdesk Support Team of CWILL.
Thank you for sharing your feedback. We're sorry to hear about your experience and understand how frustrating unexpected charges can be.
We would like to clarify that our app does not intentionally apply hidden fees. We take billing concerns very seriously, and our team was able to resolve the billing issue promptly.
Please give us another chance to make everything right. If we were able to fully help you with your concern, we would like to know your thoughts by changing the negative review you shared earlier. 🌹
We value your long-term support over the past year and hope to have the chance to make this right. Thank you so much!
Sophie
Willdesk Customer Support Team
Excellent; the team is very professional.
Thank you very much for taking the time to leave a review! 🌟🌟🌟🌟🌟 We really appreciate the 5 stars. We are delighted that you are happy with the customer support. We promise to always try to achieve the best user experience for everybody.
Kindly feel free to send us a message if you need any form of support.
We are always available to help out. 😊👍
Thank you again!
Regards,
Emma
Willdesk Customer Support Team of CWILL.
This is a great app. I use it to manage all my stores customer support. Easier for the team to manage different communication methods in one centralized place.
Thank you so much for taking the time to leave us a wonderful review! We appreciate your feedback. We are glad that you are happy with the app.
We promise to continue to strive in always trying to provide the best user experience.
Please feel free to reach out to us anytime as you need support.
We are available 24/7 to help out. 😇
Happy Holidays!
Emma
Willdesk Customer Support Team of Channelwill
I like the app, and already use it for 1 month, but some features working not correctly. I've already reported several times about 1 month ago and still nothing is fixed. This is really easy fixed and they completely ignore me. I'm afraid that if something important will be in the future, they also will not fix it.
1. Staff can't edit/add Macros. And I have to add all macros manually - this is really annoying.
2. Notes section are super small and limited by characters. This cause us to split notes by lines. This is main feature that we are using, because we need to leave notes about EACH order.
Hi There,
This is Kim from the Willdesk Support Team of Channelwill.
Thank you sincerely for taking the time to share your experience with us. We truly appreciate that you’ve been using the app for the past month, and I’m very sorry for the frustration you’ve encountered. Your feedback is important, and I want to reassure you that you have not been ignored.
📝 Regarding the points you raised:
Staff Editing/Adding Macros
The development team has carefully reviewed this request, and they confirmed that the current system is built with this behavior by design. Allowing agents to edit macros would require significant changes to our overall permission structure, which is unfortunately quite complex and not something we can safely modify at this time.
That said, we truly understand how valuable this capability would be for your workflow. While we’re not able to adjust the feature right now, we have added your feedback to our list of future enhancement considerations so it can be part of upcoming optimization discussions.
Please know that your input is appreciated — it genuinely helps us shape the direction of our improvements.
Notes Section Size & Character Limit
Regarding your request to remove the character limit for notes, our development team has shared that the current system architecture requires this limitation in order to maintain performance and stability across all accounts.
I completely understand how helpful a larger note field would be for your workflow, and I’m sorry that we’re not able to adjust this feature at this time. Please rest assured that your suggestion has been added to our official list of feature requests, where it will be reviewed during future planning and improvement discussions.
I completely understand your concern about future issues, and I’m truly sorry that you haven’t seen progress yet. We are committed to improving these features, and your reports have been instrumental in helping us move in the right direction.
If you’re open to it, I would be happy to keep you updated as these improvements roll out. Please feel free to reach out anytime — I’m here to support you.
Thank you again for your patience and for being a valued user of our app.
This app sent a random automated reply to one of our customers, even though we had disabled the chatbot and any AI agent. Too risky. Not recommended.
Hi There,
Thank you for taking the time to share your feedback. We really appreciate it.
We are sorry to hear that an event of an unwanted reply happened to one of your customers. We value your experience, and have shared this incident to our product development team to find the root cause and resolve the problem.
The team is always working to make Willdesk improve all user experience and provide solutions for all types of merchants. We would like to take the opportunity to connect directly with you and discuss how we can help your store requirements.
Thank you again!
Emma
Willdesk Customer Support Team
Support team is indeed quick and professional and they have an app for when you are out and about.
Shopify integration however is not great:
- the order panel in Willdesk only displays a few products from the customers order so need to view order in shopify to see all products.
- order panel in Willdesk does not display variants (sizes, colours etc.). So a lot of clicking back to Shopify for these details.
- shipping type (standard / express etc.) and shipping price paid not displayed in the Willdesk order panel so again, have to go back to Shopify for that.
The pricing is in our opinion a bit misleading. AI is mentioned everywhere in the app store page but you need to pay extra fees which are not disclosed on the app store page, so you might not find this out until after you have invested time evaluating the product.
We do not recommend Willdesk for apparel stores or Shopify merchants that have products with variants but is an ok option otherwise.
Hi There,
Thank you for taking the time to share your detailed feedback — we truly appreciate it. We're glad to hear that our support team has met your expectations and that you find the mobile app convenient when you're on the go.
We’re sorry to hear that the Shopify integration didn’t fully meet your needs, especially when it comes to viewing complete order details, product variants, and shipping information within Willdesk. Your insights are incredibly valuable, and we’ve shared them with our product team as we continue to improve the Shopify experience — especially for stores like yours that rely heavily on product variants and detailed order data.
Regarding the AI features and pricing: we understand your concerns and apologize for any confusion. We’re currently reviewing how we present AI-related features and associated fees to make this information clearer and more transparent from the outset.
We truly value your feedback and are always working to make Willdesk better for all types of merchants. If you're open to it, we’d love the chance to connect directly and discuss how we might better support your needs.
Thank you again,
Kim|Willdesk Support Team
Recently started using Willdesk Helpdesk. So many functions and options to communicate with my customers with AI taking a central focus. Has been a learning curve but must say the support is amazing with very quick responses when sorting any issues or answering questions. I had to reach out again and was given amazing support by Nona to resolve missing widget and some automation issues.
Thank you so much for your thoughtful review! We're thrilled to hear you're enjoying the wide range of features Willdesk Helpdesk offers, especially the AI-driven capabilities. We understand there can be a learning curve, and we're glad our support team — especially Nona — was able to assist you quickly and effectively. Your feedback motivates us to keep improving and delivering the best experience possible. If you ever need anything else, we're just a message away!
Best Regards,
Kim|Willdesk Team
This is by far one of the best AI & Helpdesk app out here this apps capabilities are endless top with support that you can count on when you need them. The features with this app are amazing and the AI learns very fast and the best part is if it gets a question it can't answer it alerts you to take over and make sure customer is happy and has a clear understanding. And handling order is a breeze for this AI no problems accurate information always given to the customer. No more on the phone telling customer order status just direct them to the bot.
Thank you so much for your incredible review! 🙌
We’re thrilled to hear that you’re loving the AI capabilities and the overall experience with our helpdesk app. It’s our mission to make support faster, smarter, and more seamless for you and your customers—and it’s amazing to know the features and real-time takeover alerts are making a real difference for your business.
If there’s ever anything we can do to support you further, we’re always here to help. Thanks again for being a part of our community! 💙
Best Regards,
Kim|Willdesk Team
We used to use ZEN DESK.. and was a good system. But for what we need, WILLDESK is more than enough. Flexible, intuitive and with AI now, even better. Support staff is top notch.. all of them are professional and patient. Great all around company.
Thank you so much for taking the time to leave us an amazing review! We are delighted that you're happy with the app and the support team. We really appreciate your feedback, we are committed to provide the best user experience and we will continue to try to better.
Feel free to contact us anytime for suggestions, questions and support. We are available 24/7 to provide assistance.
Thank you again!
Emma
Willdesk Customer Support Team
