What users are saying about
54 Ratings
54 Ratings
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Score 7.3 out of 101

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Likelihood to Recommend

Desk.com

Desk.com is well suited for teams that need to deal with lots of ingoing and outgoing communications. It would be less appropriate for extremely small teams, or for customer service teams that do not need to deal with high volume communications
Michael Kim profile photo

Pros

  • Case filtering based on custom parameters (labels, assignments, time rules) is easy to set up and manage
  • Basic case handling (responding to emails, adding notes)
  • Customized / branded outbound email templates
  • Knoweldgebase tools included in the price of the software
Katie Nix profile photo

Cons

  • I would like to be able to have more ability for customizing the Desk.com agent dashboard for my own particular ease of use, such as hiding columns/rows and more sorting capabilities.
  • I would like to have the ability to add more than one signature for my emails, with capabilities similar to Outlook email software.
  • Perhaps having more status options for tickets would be helpful as well, besides just open, pending, and resolved.
DeeDee Saladino profile photo

Likelihood to Renew

Desk.com8.4
Based on 14 answers
I chose an 8 because it is easy to use and integrate we are working to make improvements and our support team has bought in. We are able to track soon to close opportunities in it as well as give good feed back to upper management on headcount and other issues
Benjamin Hemstreet profile photo

Usability

Desk.com10.0
Based on 1 answer
The UI is clean, well organized, and extremely functional. They don't waste any pixels on fluff and window dressing. When you're in Desk, you're there to Get Stuff Done.
Vivek Chawla profile photo

Reliability and Availability

Desk.com1.0
Based on 2 answers
We've never had a problem with Desk.com's availability.
Vivek Chawla profile photo

Performance

Desk.com10.0
Based on 1 answer
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
Vivek Chawla profile photo

Support

Desk.com7.6
Based on 3 answers
For simple questions, their support is extremely responsive but for some more complicated topics it can drag for days. Also I reported bugs a couple of times and they told me it would be updated but that never happened. Also they are not reassigning tickets for agents that are on holiday so if you are unlucky you will need to wait for your agent to return from his vacation to get the assistance.
Vuk Lau profile photo

Implementation

Desk.com10.0
Based on 1 answer
As I stated earlier, implementation of Desk.com went more smoothly than most. The resources in the "Support Center" are fantastic, and I never ran into anything that left me stumped, angry, or disappointed.
Vivek Chawla profile photo

Alternatives Considered

Desk.com is comparable, on a smaller scale. We went with Desk.com because it provided the functionality we needed and was more affordable.
No photo available

Return on Investment

  • It's helping us keep track of things more efficiently and not having to rely so much on word of mouth or more gsheets
  • We're also able to track certain highs and lows for various departments throughout the school year.
No photo available

Pricing Details

Desk.com

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details
Please see full pricing at www.desk.com/pricing