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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
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Desk to Service Cloud Migration Tool with Product Demo
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Exports - Order Desk Demo Series 10 of 12
YouTube
Desk.com demo
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Live Desk.com Overview: Power up your customer support
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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).
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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
(1-19 of 19)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.
- 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.
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
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
- 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
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.
- Customizability
- Reporting
- Integrations to Jira.
- Customer solutioning.
- Supporting with best practices.
- Consolidating responses as one ticket (email integration).
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.
- 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.
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.
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.
- NPR
- Ticket assignment and timing
- Reply to customer needs
- Easier integration with Shopify
- Easier integration with HubSpot
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.
- 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.
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.
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.
- 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
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.
- 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?"
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.
December 18, 2014
Desk.com Makes Support more trackable
Our Support team, until we launched Desk.com, never had numbers to back up their performance for how many cases they had and how they were being handled. They also did not have the ability to easily prioritize customers. Since the launch of this new product we have connected it to our CRM and are able to prioritize cases as well as attach them. Our salespeople have a better understanding of where the customer is in the sales cycle and can make the sales cycle much smoother now.
- Easy to use
- Connects to your CRM
- Business Reporting
- Easy Integration
- Lead Information being pushed to CRM
July 21, 2014
Elevating customer care with Desk.com
My organization uses Desk.com as a centralized, universal inbox for all customer interaction servicing 3 different customer bases via our multi-branding strategy. The majority of the organization has access to all communication sent to Desk.com sorted by filters and permission levels. Since we work with different customer bases offering 3 unique services, we needed to figure out a way to provide transparency across brands, ability to automate/manage workflow to increase productivity, individual accountability/goal setting with valuable metrics and ultimately a way to service our customers more quickly and efficiently.
- Produce valuable metrics/analytics geared specifically towards your organizations business needs.
- Provide immediate support and solutions to its clients
- Customizable packages to help your organization transition smoothly to their CRM system
- Improve native chat feature. Their current native chat feature did not support or meet our needs and we would like to see them bring this feature up-to-speed with other chat services/interfaces.
- Offer more functionality for clients who manage multiple brands in one Desk.com account.
- Multiple email signatures for agents who work under multiple brands working from a single Desk.com account.
July 11, 2014
Desk.com Review
We are using it for Customer Support. When a user writes in for any issues or inquiries, it goes through Desk and the respective department handles the tickets accordingly.
- Everyone is allowed access to see the previous cases and emails coming from the customer.
- We can keep track of the cases and customers and forward it to the right person.
- Desk provides data and analytics to see how users are performing.
- It takes too long to load attachments and photos.
- We can't see the original email when people are forwarding us emails. Especially if they have images in the email, we can't see it.
July 11, 2014
Desk.com is the key to better customer service
Desk.com is used by our company for our customer service department. Customer emails are imported automatically to desk.com, and all customer phone calls and questions from customers via our live chat function are logged into desk.com. The customer service representatives will open or create a case in desk.com for every single instance of a customer contacting us.
- Being able to assign a case in desk.com to anyone in the company who has a login for the program is a great plus. You can sort employees by department within the system, and you can also have a separate section for just managers/supervisors.
- The priority system in desk.com is great. With numbers from 1-10 to choose from, we can set a date to each number. 10 in our company is urgent, needs to be resolved that day. 9 would be the following business day, and so on. This way, when a representative from our customer service department logs into desk.com, they can see all cases that have been assigned to them, and they can see which ones are the most important.
- The ability to create custom fields in desk.com has helped us greatly. We added a field on ours to include a customer's order number, so we don't forget to ask for that, and so any person looking at the case can tell what order the case applies to.
- I wish the macros tab at the bottom was larger. Our employees often forget it is there, and therefore forget to use all the prewritten responses we have created.
- I wish that we could switch back and forth from agent to administrator without opening up a whole new tab. It would be great if we could have a choice of opening it in a new tab or switching from one to the other completely.
July 08, 2014
Done at my Desk.
My company offers a Software as a Service to our clients. We use Desk to handle incoming email inquiries and internal tasks. We use Desk.com within both my department and then also IT / Operations to keep track of internal tasks. For example, when onboarding a new clients we create tickets to communicate with them the information they need (pulling their contact info from Salesforce - we've integrated), create tickets for ourselves to install and upgrade the site and then for operations to deploy the appropriate upgrades, features and reports to that site. We also use Desk to help monitor ticket demographics through reports based on the use of labels - our software administrators vs. supporters etc.
- Notes. It's really nice to be able to leave notes on tickets for internal communication.
- Rules. The business rules are really handy for being able to automate either certain tasks (like automatically closing / deleting out of office responses) and for contacting Desk administrators (a case that you're working on has been updated!)
- Labels. Labels are great in the fact that we can pull reports based off of them and add or create as many as we want. They offer a lot of flexibility and workarounds to compensate for any limitations.
- Reporting. The new business insights are great in the fact that we can now export reports to CSV, but we are still limited (here at Cappex) to pulling off of labels. There is a tab when viewing a ticket to look at customer info. Because our clients are organizations, that is usually what we have in that tab. We'd like to be able to pull based on client. For example, "how many tickets did X organization have this month?" and we're only able to do that through the label "X organization" which heavily relies on the team properly labeling. We feel like it's a workaround to what we'd like to be doing.
- Desk.com is sometimes very slow. Either in loading, to pick up incoming communications or in sending them. We've often experienced "outages" and while Desk.com is very diligent about adding a banner at the top to indicate that you are aware of the problem, there is not much room for detail or insight to give more information.
- There is not much monitoring in place to let us know if an email address got changed (as in our incoming or outgoing) or details that would effect an API like Salesforce.com. It just stops working and while it is our responsibility to keep these things in order, it has sometimes taken a bit of time to both notice and then narrow down the problem. It would be really cool if maybe people dubbed administrators could be notified when something is amiss!
September 23, 2013
Desk.com for happy customers
Score 7 out of 10
Vetted Review
Verified User
- Desk.com is a great tool for tracking client issues and requests. It is easy to configure and change as your business changes. Building rules and logic is easy with the Desk.com interface.
- Customer care metrics are easy to track with the help of Desk.com
- The product does have a fair amount of outages.
Score 10 out of 10
Vetted Review
Verified User
- Desk.com is powerful. ===> They have a robust feature set with lots of customization options.
- Desk.com is beautiful. ===> I'm consistently blown away by how fun and intuitive the User Interface is.
- Desk.com is fun. ===> The "achievements" feature makes working on cases kinda fun. Crazy, I know!
- Desk.com is affordable. ===> I LOVE this part about Desk.com. I still can't believe how damn inexpensive they are, ESPECIALLY when compared to other solutions...ones that aren't even half as robust as Desk!
- There are so many features and options for customization that Desk.com can be a bit overwhelming at first. This fades quickly, though. In my case, it was helped by the "gameified" setup process. I earned "bonus" Flex Hours for each setup task I completed. Silly as it sounds, that actually made me WANT to push through every corner of the setup process, just to get all the Hours! Very cool.