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Desk.com has been widely used by organizations to effectively handle customer support, IT, and accounting departments. Users have found …
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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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…
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
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
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) Integrations
Desk.com (discontinued) Competitors
Desk.com (discontinued) Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple 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).
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!
- Business Problems Solved
- Pros
- Cons
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 35)Companies can't remove reviews or game the system. Here's why
July 18, 2022
Plug and play!!
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.
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.
July 12, 2022
Choose Desk.com today
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.
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.
July 06, 2022
Very good tool for Customer support agents - A must have solution to grow your business
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
July 05, 2022
A not so good CRM Support software.
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.
July 03, 2022
Very helpful tool
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.
July 03, 2022
Desk.com - Gives you a great "big picture"
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.
July 02, 2022
Desk.com Save Yourself a Headache and Just Sign Up
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.
July 02, 2022
Pretty good for big companies.
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.
July 02, 2022
Increase both customer and agent satisfaction with a solution that integrates seamlessly with your Salesforce CRM.
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.
July 02, 2022
Simple and easy to use!
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.
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.
July 02, 2022
Desk provides all you need in one place
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.
July 02, 2022
so easy to use love it
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.
July 02, 2022
Nearly Perfect Helpdesk
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.
July 01, 2022
Desk.com is a good solution for big enterprises but not that convenient for small companies
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.
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.
February 14, 2018
Using Desk.com at a startup
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.
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.
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.
March 23, 2017
Spend the extra money and get ZenDesk (if you can!)
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.
September 30, 2015
Desk.com - it does the job
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
May 12, 2015
Indispensible.
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.
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.
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.
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.