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Desk.com (discontinued)

Desk.com (discontinued)

Overview

What is Desk.com (discontinued)?

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.

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Recent Reviews

TrustRadius Insights

Desk.com has been widely used by organizations to effectively handle customer support, IT, and accounting departments. Users have found …
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Choose Desk.com today

10 out of 10
July 12, 2022
Incentivized
Our company uses Desk.com mainly to handle the service level of customer success. Our customers are able to create cases (same as tickets) …
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so easy to use love it

10 out of 10
July 02, 2022
Incentivized
I love using this program and how easy it is to use, our company appreciates it and we've used other systems in the past that just weren't …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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What is Desk.com (discontinued)?

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.desk.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

What is Salesforce Service Cloud?

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

What is Freshdesk?

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user…

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Product Demos

Desk.com Demo: The All-in-one Customer Support System

YouTube

See How One Kings Lane Grows Retail Sales with Desk.com

YouTube

Desk to Service Cloud Migration Tool with Product Demo

YouTube

Exports - Order Desk Demo Series 10 of 12

YouTube

Desk.com demo

YouTube

Live Desk.com Overview: Power up your customer support

YouTube
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Product Details

What is Desk.com (discontinued)?

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.

Desk.com (discontinued) Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Additional Features

  • Supported: Salesforce Integration

Desk.com (discontinued) Screenshots

Screenshot of Desk.com ConsoleScreenshot of Desk.com Issue ScreenScreenshot of Desk.com Reporting and Analytics

Desk.com (discontinued) Video

Desk.com helps you make customers happy. The out-of-the-box customer support app has everything fast-growing companies need to provide awesome customer service and grow their businesses faster than ever.

Desk.com (discontinued) Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web

Frequently Asked Questions

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.

Verint Messaging, Freshdesk, and HappyFox Help Desk are common alternatives for Desk.com (discontinued).

Reviewers rate Usability highest, with a score of 8.3.

The most common users of Desk.com (discontinued) are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(81)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Desk.com has been widely used by organizations to effectively handle customer support, IT, and accounting departments. Users have found value in its ability to log tickets and facilitate seamless communication with customers. Its integration with Salesforce CRM has been particularly praised, as it provides a comprehensive view of customers and increases agent productivity. The built-in customer satisfaction tool and CMS knowledgebase have allowed users to track customer health, monitor agent performance, and provide self-help resources. Additionally, Desk.com serves as a centralized universal inbox for all customer interactions, promoting transparency, workflow management, and increased productivity. It has also proven valuable in streamlining systems, increasing efficiency, and acting as a better alternative to outdated ticketing systems. Moreover, it has been utilized by international education companies to manage various aspects of student situations, while facilities and clearinghouses have relied on it for efficient ticket generation and status updates. Desk.com has served as a primary means of communication with customers for many companies, enabling the allocation and prioritization of tickets among service teams.

Intuitive User Interface: Users have consistently praised Desk.com's intuitive user interface, with multiple reviewers stating that it is highly intuitive and easy to use. The user-friendly nature of the interface, which resembles a normal email platform, facilitates quick adoption and ease of use. This has helped users navigate the software effortlessly and perform tasks efficiently.

Flexible Customization Options: Many users appreciate Desk.com's customization capabilities, with several reviewers mentioning that they value the ability to tailor the software to their specific business requirements. The software allows for easy customization, including setting up email templates, macros, and information sites specific to each user's needs. This flexibility not only enables users to adapt the software as their business evolves but also easily integrate it with other platforms.

Efficient Case Handling: Reviewers frequently highlight Desk.com's efficient case handling capabilities as a key advantage of the software. They find features such as responding to emails, adding notes, and filtering cases based on custom parameters helpful in streamlining their customer support operations. By being able to add notes and filter cases based on specific parameters, users are able to enhance productivity and ensure effective communication and collaboration within their support team.

Limited customization options: Users have expressed frustration with the limited customization options in Desk.com, finding it difficult to tailor the software to their specific needs. Several users have mentioned that this limitation hinders their ability to create a personalized support experience for their customers.

Lacking reporting and search capabilities: Several users have found the reporting and search capabilities in Desk.com to be lacking, making it challenging to analyze data and find information efficiently. Some users have mentioned that they struggle to generate insightful reports or quickly locate specific customer records or tickets due to these limitations.

Difficulties in modifying existing data: Users have reported difficulties in modifying existing data in Desk.com, hindering their ability to make necessary changes to customer records or tickets. Some users have mentioned that this limitation affects their workflow and makes it harder for them to provide accurate and up-to-date information to customers.

Attribute Ratings

Reviews

(1-25 of 38)
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July 18, 2022

Plug and play!!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
As a Salesforce consultant got a chance to work to support customers and develop automated chatbots. I was able to personalise customer support on workflows with the flexibility of drag and drop where we can connect/Integrate multiple systems like Dropbox and many plug-and-play apps from Salesforce AppExchange.
  • Automating redundant tasks
  • Increased productivity
  • Personalised service
  • More chatbot features need to be added.
  • Inbuilt templates for Customer support for closing issues.
  • More number of plug and play applications.
We can select features based on company size and choose solutions for which we opt to. This mainly helps small businesses a lot where we can automate admin tasks which leads to increased productivity so the team can get back to us with the best solutions to help customers on what matters the most!
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are an international education company. We use Desk.com for almost everything that has to do with students and their situation. With Desk.com we also manage housing, activities and courses. In short, we use it for almost everything on a daily basis. Desk.com helps us update information about all the actors involve in the process of international education and it is very efficient in doing so.
  • update student information and daily circumstances
  • communicate about participants globally
  • organize course information and professors
  • It would be nice if Desk.com could be more intuitive
  • It would be nice to find tutorials easily and keep them brief
Desk.com is well suited for most of the things we need to do since it allows to house a ton of information that we need to access from different sites around the world. This is really good to track progress of programs, courses, students, professors and all other vendors we work with. It is not very suited when you need information fast and don't know how to use any of the features.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our company uses Desk.com mainly to handle the service level of customer success. Our customers are able to create cases (same as tickets) or raise a concern through their customer portal and Desk.com would filter these cases or concerns to the relevant department. Recently we have been able to filter incoming emails using Desk.com.
  • Save cases (tickets) for future reference
  • The merging of cases (tickets)
  • Desk.com helps with customer self service
  • Attachments sent in email are not loaded clearly
  • Nothing else so far, everything else is okay
I Rated Desk.com a 10 because of the many functionalities that it has. The Fast email notification. ticket management and Multichannel integration are just a few of the amazing features it has. These features have helped our company. Our service level has drastically improved since we began to use Desk.com
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Was supposed to provide support which seemed like it should have already been included in our Salesforce platforms we signed onto. I wasn’t a big fan of all the add ones required to successfully use Salesforce across the board. Getting immediate help was a plus but considering this (Desk.com) no longer exists they saw that the setup was wrong.
  • Sass
  • Immediate response
  • Ease of use
  • Combine programs
  • Stop making businesses pay for help
  • Increase communication and response time to help tickets
Again, I do feel the response times were good but my beef is the fact that Salesforce continues to splice their products and offering among some at platforms, then they force you to pay extra to get help when issues arise from my experience. It’s no surprise Desk.com folded into any other platform, If only they’d do that with others.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I was handling a call center team back in 2018 and at that time our company was looking for an easy solution which can make life easier and work effective enough in terms of handling the customer data. At that time we were looking for a solution and introduced by a team member this software and I must say it really made the lives of our emnploy much easier
  • handling customer enquiries
  • customer data
  • user interface
  • user interface is good but sometimes it slow down
  • integration should be an easy process rather than so many steps
When it is set up, the rest of the process of using it is easy for employees. The only drawback that I must mention is the support system from the desk.com team. they don't resolve our queries regarding the tool quickly. On the other hand there are same solutions which can be integrated the same way and the support system is super cool
Amritansu Sahoo | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
The desk is easy to use and very basic; it has lots of tools for logging and working cases. It is great but not so customizable due, to which when you need a little more than basics, you are stuck and need to search for a new product. It suited my organization's needs for only two years, and our needs outgrew its features.
  • It is quite intuitive for logging.
  • It has great UI and is very easy to use.
  • New users can be added to the system without much training and practice.
  • Very few customization features.
  • Absence or search tool and reporting tool.
  • Existing data cannot be modified much.
Once I had to search the logs to find cases and data on a particular keyword, but I was not able to do so as there was no search tool available, nor was there a sort or filter tool. I was totally frustrated as I had to skim through the data to complete my task manually.
July 03, 2022

Very helpful tool

Moises Abraham Lacayo Cortes | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
The use case in the company is to help internal customers to streamline the incidents that we carry each of the employees in the management of our daily functions.The objective of this tool is to make the work of each of the company's employees more efficient.

The objective that the company has is to make a more practical workflow for the operation of the company and thus achieve the mission and vision projected.
  • Self-service knowledge base
  • Case routing
  • customer satisfaction surveys
  • Macros, labels and custom fields report
  • SSO for administrators and agents
  • Multilingual customer support
  • Salesforces Integrations
  • Collaboration funcionality
  • User Interface
Is very easy to management users incidents and help us with the workflows to make them more efficient and to help improve the internal customer experience and achieve the goals that the company has set for itself.The scenario in which it is not very good is that with some Salesforce tools it is not so easy to do the integration.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Desk.com provided a cloud solution to provide support to our facility to a clearinghouse. We were able to generate tickets and provide status updates through just a series of clicks, without having to reiterate the issue each time. Overall, this system provided a better solution to a previously outdated ticketing system.
  • Categorization
  • Prioritization
  • Easy to recognize status
  • Screen are sometimes hard to navigate
If you are looking for a system that will have multiple associated tasks, this system is not for you. If you are looking for a system that captures all of the information you need for a ticket, then this is your best bet! Great to use to keep track of project tasks on an individual basis, not as a whole.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Desk.com is used on our website to provide a chat service for our customer support reps to be able to support users who visit our site, we had a few CSRs and Spanish language channels so that the customers who were visiting our site, typically pay a bill would be able to jump on quickly and get the assistance needed by breaking down the barrier of both having to call and language. This worked very well for us for many years.
  • Chat services with customers
  • Email filtering
  • Alerting customers that a user was available to chat or not
  • Email communication channel when live chat agents were not available
  • Their licensing was kind of hard to get a handle of if you needed to change you had to go through a salesperson.
  • Their filtering to get rid of emails that were not about the chats was something that had to be done at the admin level
  • The log in did not sync with AD but this may have changed.
If you have an email like ContactUs@YourDomain.com and you would like to get a handle on the 10 billion emails that you receive each day you can use this to get a handle on it by creating tickets for each email and making sure you are properly responding to the ones that matter. If you want to have a chat service on your website that will show an *AGENT AVAILABLE* link so that they can get help in a solid simple way. If you send emails from a BILLING@YourDomain.com and want to try to get a handle on fixing any email where you are getting bounce backs and want to be able to correct them by assigning each instance as a task to a customer rep (ex: @gmial.com vs @gmail.com)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use this to manage internal and external support desk tickets. This solves issues where our client-facing teams need support from a central team that will help triage their issues. This team then uses Desk.com to either reply or send the information to our engineering team who will then further triage the issue. From a product perspective, this helps to filter the number of tickets that I need to pay attention to. We also use the data from these inbound tickets to gauge how well or how poorly a feature has been launched. We are able to attend to larger churn issues. So I helped implement the categorization of ticket types which now feeds our metrics.
  • Customizability
  • Reporting
  • Integrations to Jira.
  • Customer solutioning.
  • Supporting with best practices.
  • Consolidating responses as one ticket (email integration).
Desk.com is best suited to companies that heavily use salesforce as a source of truth. It makes sense that you want to consolidate all of your customer information in one place. Companies that love metrics should definitely use this tool. This is not good for smaller-sized companies. Desk.com needs a fair amount of set up and it is not best used for teams that don't have a support system for this tool.
Shreyans Parekh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Desk.com and the Salesforce Service Cloud have been absolutely incredible with case management, support, and integration with our Salesforce CRM. We have been able to increase agent productivity by between 25-30% year over year using Desk.com and we are able to give our teams a comprehensive 360-degree view of our customers to deliver personalized and customized service offerings. We are also able to support customers across any channel at scale.
  • Support our customers on any channel at scale.
  • Personalize our customer support experience.
  • Automate redundant admin tasks to boost overall efficiency.
  • Configure workflows and customize consoles effectively.
  • Email support capabilities can definitely be expanded.
  • Enhanced organization and prioritization of support and service tickets.
  • Quickly identifying errors when a ticket is triggered and being able to triage effectively.
Desk.com and the Salesforce Service Cloud provide a sophisticated suite to easily create and track cases coming in, along with automatically routing and escalating issues as they arise. It allows me to configure my own workflows and customizes consoles with easy drag and drop functionality. It is the perfect help desk software, which integrates with the Salesforce Sales and Commerce clouds seamlessly. The in-app and mobile support is also very expedient and helpful.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use it for all of our support and retention cases. It's an easy way to see all service records, tickets, cancelation requests, etc. for all of the different products and services we sell. It makes it really nice to have our sales, support, implementation, marketing, and retention teams all able to see what's going on within Salesforce.
  • It's easy to use.
  • It's easy to train new teammates on.
  • It's great to be able to view activity among many different products/services for all of our teams together.
  • The interface could be a bit more modern.
  • I don't think it would be the best product to use for bigger enterprise businesses.
  • It is often times slow and glitchy (Salesforce in general is also just slow and glitchy sometimes).
  • It's not great if you're trying to work on many cases at once.
It's great for medium-sized businesses like ours that sell multiple products and need multiple teams to be able to view activity for each customer. I don't know how great it would be if we were a company with over 1000 employees. Overall, it's pretty easy to use and easy to train people how to use!
Lilli Gordon | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use Desk.com to engage with our customers, provide them with self-help resources, and track and create notes related to our interactions with them. The system makes it easy to see what others are doing. Salesforce has become the centerpiece of our sales, customer service, and operations activities. The key benefit is having everything in one place to understand customers and track their history with our company.
  • A lot of customization abilities
  • Easy to use
  • Connects with our other Salesforce activities
  • There should be a open-source training to get you started.
  • It can be bare-bones originally so it takes time to customize.
  • Not great support services.
It is great to be able to customize the fields according to your organization's needs, but this takes a lot of time to set up initially. It is helpful to integrate cases with related accounts, contacts, and opportunities. The cases can be easily escalated to the right queue, and the list view makes it easy to disperse the workload for teams.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Desk.com is the customer ticketing system in use, we have all customers immediately linked from the Shopify platform with Desk.com, and from there, any customer emails and service needs are taken care of there in a timely manner. Also, customers can review our work and rate us and that's how we measure NPR and customer satisfaction on the platform.
  • NPR
  • Ticket assignment and timing
  • Reply to customer needs
  • Easier integration with Shopify
  • Easier integration with HubSpot
Extremely user-friendly and easy to use. Ability to integrate as many apps as possible to solve every business need. ability to custom-code and chat with support within the dashboard. Desk.com is very easy to use. I find it more leaned to wards sales and pipeline though rather than a full CRM. So would like to see a similar dashboard just for ticketing and customer service.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I love using this program and how easy it is to use, our company appreciates it and we've used other systems in the past that just weren't as good unfortunately but were glad to come across Desk.com. It's been a true blessing and we never really have problems or crashing.
  • Hold
  • Not crash
  • Survey
  • Refreshing
  • Multiple calls
  • Queue
It's so easy to use and and the only con it has we would have to say at my company would have to be refreshing. It sometimes does or it will crash but it works awesome and for the most part the call won't disconnect even with the refresh.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have always used Salesforce Desk for organizing helpdesk requests and incidents for the organization, as far as for IT. It has helped a lot with keeping things organized, running reports to see who has what equipment, and keeping up with new hires and terminations. This also eliminated paper, which ended up saving the company a very large sum of funds.
  • Organization
  • Reporting
  • Filtering the dashboard
  • Multitasking within the site
  • I wish the main dashboard homepage had a better interface.
  • Easier transition between embedded tasks.
  • I wish all of the information in the incidents were searchable.
At my current job, we have debated changing to a different helpdesk software. We use one now that worked when the company was much smaller, but it is not working for the company now that it has grown 300%. I mentioned my experience with Salesforce Desk and my love for the software. My only complaint is the interface is very compact and confusing at times. Salesforce is great for workflows, managing requests, and incidents.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We tried using Desk.com to manage our support and customer help operations, for our SaaS products. It is a fairly small organization, of 2-4 support agents and 4-6 programmers that work behind the scenes building the product. SaaS customers contact us with help and feature requests, that need to be answered and processed.
  • Information security and compliance
  • Features and configuration options
  • Fairly priced
  • The interface can be slow in some computers
  • It may need training and some work to get started
Desk.com is a good option for a fairly big organization, with training capacity and organized work plans. It may not be the best option for small startups or small consultancies trying to work out a customer support solution. It a complete software, but may behave slow and may be complicated to use for non tech savvy users.
Guhan Dhandapani | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Desk.com is an easy-to-use cloud-integrated customer help-desk tool that pretty much covers all the basic options that one requires. It is used to log the tickets through any medium and gives a holistic view of communicating to the customer right from the inception of the ticket to its closure.
  • Ease of Use
  • Integration across platforms
  • Multi-lingual support
  • Customizability according to the requirement
  • Pricing plan
  • Reporting features
As it's cloud-integrated and supports multiple platforms and across devices (although, the mobile version is not stable), the accessibility to view and respond is seamless. But there are no major improvements coming from the application with regards to the statistics, dashboard, and reporting features. It is very well-suited to cover the basic functionalities that are required.
Ignacio Cruz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Desk.com is used by customer support, sales and operations. The service helps to organize the tickets from all the customers and tag them by their issue. It also has rules to auto-assign tickets to specific agents and it's really easy to setup.
The sales part is only to receive forms from the webpage. This part is a bit more complicate to setup. You need help from the IT department, but it's worth it.
  • Organize support tickets
  • Receive forms from webpage
  • User interface
If your company has to resolve to many tickets for customer support I would totally recommend it.
In addition, it has an integration with Salesforce (we actually didn't use it, but it's a good thing to have) and other CRM's. We had integration with Pipedrive via Zapier, which was tedious because we had to pay extra to have it.
Michael Kim | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Desk.com is being used by our user loyalty team to keep track of all communications between that team and all of our usability testing panelists, applicants, and our company's customers. It addresses a big business problem in automatically tracking analytics, allowing only one person to work on a case (email) at a time, and helps us quickly and accurately address any issues people are having with our product.
  • Desk.com automatically tracks analytics on all cases coming in and going out.
  • Desk.com helps prevent multiple people from working on the same case. However, it does allow us to assign the case to someone else if we feel that person is more qualified to address the case.
  • Desk.com has very few bugs or server issues that we've seen. This helps prevent any delays in communicating with our customers.
  • It has a little bit of lag sometimes, especially when we're working on a lot of cases at once. It could be smoother in that aspect.
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.
Katie Nix | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Our primary CRM tool for customer support, and our primary CMS tool for customer-facing knowledge. We use it to handle email tickets and live chat, including some automated routing and custom filters. We also use the built-in customer satisfaction tool to track customer health and agent performance. We use the built-in CMS knowledgebase tool as well, for an external (customer-facing) knowledgebase and an internal support staff knowledgebase. Having a CRM allows our support team to be more efficient and transparent, but Desk isn't a particularly great tool considering others on the market.
  • 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
  • Internal knowledge tools are clunky and annoying to access, outside the regular workflow of everyday staff
  • Arbitrary and confusing limitations in business rules and custom fields
  • Arbitrary and confusing limitations in case handling - for example, if you begin a case as a phone call you CANNOT email the customer from the case. As though no one working at Desk has ever sent a follow-up email...?
  • Not very good for B2B, mid-to-large businesses. Difficult to set business rules based on company information (for example, service level/tier) and nearly impossible to track key stakeholders and get clear insight into the relationship at a high level
  • Reporting tools are clunky, slow, and just all-around pretty useless
Seems well suited to high-volume B2C businesses (unfortunately, we are not that!) Complex B2B businesses will run into trouble at every corner. Low price compared with competitors and you definitely get what you pay for. Good for having insight and transparency across teams (easy handoff from customer support to escalation teams with full case & customer history) but difficult to integrate with other systems if your teams aren't all in Desk (for example, if CSM or other teams work primarily out of Salesforce).
September 30, 2015

Desk.com - it does the job

Vuk Lau | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We started using Desk in our technical support team but we are now expanding it to account manager team. It's a pretty straightforward product and for agents it's extremely easy to adopt. It does need some polishing, especially with the Salesforce integration part. I am also not amazed with the new analytics dashboard but all the flaws are minor. In general, we are satisfied with the product and are looking forward on bringing more people to Desk.com
  • Extremely easy to adopt
  • Easy to scale
  • New analytics dashboard is missing some basic functionalities and I don't see it as an upgrade compared to the old one
  • Their own support team does not shine
  • Salesforce integration needs some polishing
Desk.com is mature support platform without any major flaws. It's easy to setup and easy to scale so anyone can use it, from small startup to large companies. I don't see any particular issues with Desk.com
May 12, 2015

Indispensible.

Joel Fristrom | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We run a team across the globe, with customer support in more languages than I can recall, and Desk.com helps us bring it all in, spread it out right, and help us to keep going at full speed ahead. Invaluable compared to the old system of slash and grab from a giant mail bag, I highly recommend it to anyone looking to streamline their system.
  • Organization: Simple and clear.
  • Support document creation and updating.
  • Efficiency systems that save thousands of man hours.
  • Greater support for multi-language operation.
  • More built in features, instead of the sheer reliance on plug-ins.
  • Easier color coding.
Desk.com is perfect for customer support.
Score 9 out of 10
Vetted Review
Verified User
Desk is currently being used by two teams within our organization (partnership and support). It helps us to keep all of our cases in one place, and has increased our efficiency immensely.

Desk also makes it easy to assign cases between teams. Since our cases are not mutually exclusive, this is very important to us. Additionally, it gives us the freedom through the Help Center and Help Center form to assign rules/labels based on the type of case and be way more efficient in resolving cases.
  • Help Center. Desk has worked endlessly with us to perfect our Help Center. They are dedicated and willing to work in order to make your product right.
  • Customization. Though we exceeded the rule limitation for Desk, they have still allowed us to take their product and make it our own. We have our own labeling, and priority system which help us hit important SLAs.
  • User education. Whenever there is a new feature released, I feel like I'm in the know about it which is extremely important when we've been requesting certain features for a long period of time. Their communication is on point.
  • Business Insights. Not quite there yet with the analytics, but they have made leaps and bounds when it comes to this area so I can't really complain.
  • Hitting limitations. We have maxed out Desk in a few things (filters, rules, etc.). However, with this being said, they worked tirelessly with us to find workarounds.
  • Admin powers. That page needs a facelift for sure. It's hard to navigate and I find myself constantly saying, "where is X again?"
1) How many teams want to use Desk?

We currently use Desk between two teams, and at one time we had three. It was stretching Desk VERY thin in terms of rules, filters, and organization. If you have multiple teams that have their own separate ideas for how they want Desk to run, you may be better off getting more than one Desk account.
DeeDee Saladino | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Transnetyx is using Desk.com across a majority of our organization, including customer service, IT, and accounting departments. Specifically, it was implemented to be used both internally as an IT-employee tool to better track computer and website issues as well as a customer support tool to better track customer inquiries and problems.
  • Desk.com makes tracking customer inquiries easy. A ticket is created for each customer email by linking to our main customer support email address, and we can create tickets manually for logging phone calls. This allows us to have more than one person keeping track of all inquiries, and we can ensure that everyone in our customer support group is fully aware of all inquiries that particular customer has made, since all are tracked under the customer.
  • Desk.com allows us to put metrics around our customer inquires and IT problems by allowing each ticket to be categorized by subjects of our choosing. This way, we are able to track items of importance to our group, running reports on the different labels used for our tickets, and giving us an overall view of what is being inquired about most, allowing us to see any problems or major concerns in real time.
  • Desk.com provides much flexibility for our needs as a company, allowing us to tailor the software for our everyday use. We are able to set up our own email templates, macros, and information site, as well as labels that are more specific to the work we do.
  • 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.
Desk.com is the perfect solution for any business looking for a way to be more organized and better able to track problems and inquiries, both internally and externally. If you have multiple people in a group working with the same customer base and need a way to ensure all information is kept in one spot and can be easily accessed by others, without duplicating or contradicting responses, Desk.com will work well for you.
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