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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

Would you like us to let the vendor know that you want pricing?

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

(1-22 of 22)
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July 18, 2022

Plug and play!!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
With the help of the Salesforce Desk, we can get smarter services, especially for small companies as a part of customer support. This leads to increased productivity. Adding applications from AppExchange is an awesome feature where we can integrate with a number of other applications available and develop knowledge for individual growth.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I would say it is a best product when you have to take up the customer calls as well as deep dive customer details while addressing their complaints and issues. It is one of the best tools out there in the market and so many multinational companies are taking benefit of the solution. I would recommend it to SME as well as they also need the same thing nowadays as customer satisfaction and data is the key to success in most companies nowadays
Amritansu Sahoo | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Wix Answers was much better compared to Desk.com. It had more excellent and much better and more tools and was very customizable. Luckily it also had a search tool and also the sort and filter tools. The only thing better than Wix Answers on desk.com was that we could keep internal communication records by adding notes on tickets, and it saved a lot of time.
July 03, 2022

Very helpful tool

Moises Abraham Lacayo Cortes | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We liked it as a tool because of the ease and advantages offered by the tool compared to the other solutions evaluated.Due to its ease of implementation and ease of use it adapted very well to the needs of the company, that was the reason why we chose desk.com.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We would have stayed on desk.com if Salesforce did not force us to move off the platform. To be honest it was a great platform at a reasonable price. I was the administrator and our agents were very happy with how things worked. I would go back to them in a heartbeat if I could however it is no longer my responsibility as we moved over to Salesforce lightning and its administration was bundled up in the Salesforce Group.
Shreyans Parekh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Desk.com and Salesforce Service Cloud can be very easily implemented, administered, and scaled across support teams within the organization. It is truly an industry gold standard as it has a lot of great out-of-the-box functionality and does not require as much customization work as competing CRM customer engagement centers. Its automated response and SLA management capabilities are exceptional and very easy to manage compared to its competitive set.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
This one seemed to have the best Salesforce integration and seemed to be the best for having all of our different teams (sales, retention, support, marketing, SRM, etc.) in one place. Also, we were able to get a very good price. The other platforms seemed like they would be too hard to implement. Since all of our customer info was already in Salesforce it made the most sense.
Lilli Gordon | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Desk connects directly with Salesforce with many other teams in the business use. This tool did take longer to set up because of all the customization possibilities. There is a good amount of customization that needs to be completed in order to make it function correctly and create an efficient experience for your team.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Overall, it performs a lot better than all three combined, with a lot fewer glitches and a lot more user-friendly and user experience efficiency. Any new link that needs to be done, takes a lot less time to execute on desk compared to the three others. Simply advanced when it comes to execution this platform is.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We have used Amazon Connect and it's one of the worst systems we've ever used. It will hang up mid-call or just refresh the whole call and go mute the system was horribly designed we prefer Desk.com and will continue to use desk.com at this office company.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Desk is a lot easier to use than Zoho. Zoho has way too much going on, within the software, to be easily manageable. However, SysAid is the easiest, for users, to use because it is extremely basic and straightforward. Our users prefer the easiest method of opening an incident or request for HR or IT. But, with Salesforce Desk you can submit a ticket in several different ways.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Intercom
In my opinion, Intercom is more customer oriented, using chat and real time marketing features. Desk.com is a more old school solution focused on tickets and cases. Desk.com does not have much integration capacities with your platform, Intercom has lots of features around this, making it easy to implement personalization and customization with small budgets.
Katie Nix | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Lower pricing per user. That's about it! Other companies have all-around better features and easier user interfaces, but Desk can beat them on pricing even at higher account tiers. Included knowledgebase tools are a plus, and fairly easy to manage.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Originally, I was using Salesforce to keep track of students and their progress through the system (with an end goal in mind). It was really great for handling students on a case by case basis with the different fields and and sections for multiple people to complete as the student progresses. Desk.com met our needs from a customer service tracking point of view. We're able to keep track of what types of questions students are asking and gives us an easy communication board for answering questions. These two services are not quite comparable because they serve different purposes but if you're looking to do support, Desk.com is easily customizable.
Benjamin Hemstreet | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
The big turn off to this product was the price and poor integration to existing systems. We were in the process of launching a new CRM and needed a tool that would work well with this new tool. Desk.com is a partner and works closely where Zendesk did none of that
July 08, 2014

Done at my Desk.

Score 6 out of 10
Vetted Review
Verified User
Incentivized
I was not involved in the selection process of Desk.com vs. competitors but we are discontinuing our Desk.com subscription this month and instead opting to use Service Cloud as our new ticketing system. It allows better integration with Salesforce.com and also is more client based (referring to the reporting and stats I brought up).
Vivek Chawla | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Kayako
    • Interesting, but really clunky and unstable at the time.
  • Cerberus Help Desk
    • Oh man, I really like the Cerberus guys. I had done a Cerb implementation way back in the early days at Web.com, so I knew the product well. Unfortunately, their SaaS version at the time was sort of limited. Let me repeat, though: the Cerberus team is really great, and they do have a wonderful product.
  • Salesforce
    • I'm a huge fan of Salesforce, but it was FAR too expensive (and WAY overkill) for what I needed at the time.
  • Zendesk
    • Not so much "short listed" as "will never, ever, ever give these people money again" listed.
I chose to go with Desk.com (called Assistly at the time) because:
  1. Their pricing was awesome.
  2. Their product was gorgeous.
  3. Their APIs and customizations were extensive.
  4. Their UI just made sense, and it worked all the time. This was a huge departure from Zendesk.
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