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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
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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
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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
(1-17 of 17)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.
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.
- 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
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.
- 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.
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
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.
- 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.
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
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
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.
February 25, 2015
Desk.com for a customer service minded school.
We are using Desk.com across 3 departments. Initially the Student Information Services department was the only team using Desk.com to track student questions. We enrolled other members of the team to
- Great layout for receiving and responding to email inquiries.
- Great Desk.com support including training for new team members and support for questions and inquiries regarding the Desk.com options.
- It's easy to create Macros which is nice to streamline across all agents.
- We need a quicker way to log in-person tickets as most of our questions occur face-to-face.
- While the act of pulling reports is pretty easy based on what you're looking for (by label, by custom field, etc.), the report can only pull so many labels at once and is a laborious process.
- Sometimes the reports show different numbers under various headings like "Times Applied" vs "Cases Resolved" (for labels) so it could be clearer to know what each one means. There are definitions online but not super clear.
July 21, 2014
Use desk, get results
Currently, we use Desk.com in place of a shared Outlook calendar to respond to customer emails. We now have one location for our entire group to log in and view any case they would like to in the event someone is out of the office. We couldn't be happier with the experience and the wonderful customer service you all provide. Our customers write in even more and like its reliability. We are truly pleased with this product and can't wait for new updates to the program!
- Ability to use macros in responses that are most common
- We can label cases to filter through metrics and determine where we may be lacking in our own FAQ section
- We can incorporate our chat program as well.
- Merging cases is nice, but it will not allow you to merge a case with another case if the customer profile is different. Occasionally we have sales people or others in labs who work with the main user of the account and we'd like to have all correspondence in one place.
- We use some labels that act as a checkmark, but you can't see that option when trying to label multiple cases at a time, only the drop down labels.
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 19, 2014
Desk.com gets the job done
Desk.com is used for all support cases as well as Social Listening, via Tweets and Facebook page mentions. Cases are routed to appropriated departments based on the inbound channel or the email address that was submitted to. Agents are able to resolve cases and correspond directly with the client via the interface.
- Handling social interactions and receiving alerts when positive or negative sentiment is expressed socially.
- Routing of cases based on criteria
- Ease of use and setup
- Integration with Salesforce
- Integration with other web api's
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
I can sleep at night thanks to Desk.com!
The company I currently work for uses Desk.com as a primary means of communication with customers regarding their concerns and questions.
Photogenic Inc., is a national souvenir photography company that sells memorable photographs at multiple tourist venues across the US. Although the company is extremely efficient at providing an exceptional photo package for our guests, there are always the inevitable IT issues somewhere along the line. This is where Desk.com helps our company stay on top of any issues that might be overlooked by any one of our employees across the company. Since we upload all photographs to a website, customers will often need help locating their photo or purchasing their photo online. When they email our customer service department, we receive a ticket in Desk.com. Our Customer Support team will then classify that ticket under one of many categories within Desk.com and we can precisely allocate and prioritize each ticket among the service team.
Photogenic Inc., is a national souvenir photography company that sells memorable photographs at multiple tourist venues across the US. Although the company is extremely efficient at providing an exceptional photo package for our guests, there are always the inevitable IT issues somewhere along the line. This is where Desk.com helps our company stay on top of any issues that might be overlooked by any one of our employees across the company. Since we upload all photographs to a website, customers will often need help locating their photo or purchasing their photo online. When they email our customer service department, we receive a ticket in Desk.com. Our Customer Support team will then classify that ticket under one of many categories within Desk.com and we can precisely allocate and prioritize each ticket among the service team.
- Overall, what I like most about Desk.com is it's user interface. Desk.com looks like any normal email platform, and acts in a very similar fashion. I like to equate this to my experience of using Intuit's Quickbooks versus Microsoft's Great Plains - the transition from a very user-friendly program like Quickbooks to a more complex system like GP was a bit daunting for me. However, when I started working in customer service with Desk.com, I felt like I already knew the system even though I had never seen it before.
- Desk.com offers great reporting tools that help companies examine where their weaknesses and strengths are. For my company, we can see which one of our venues sees the most customer service tickets, and then take that information to help diagnose what possible problems the venue may be encountering. Without Desk.com, it would not be nearly as easy to see what locations are having difficulties.
- It seems like a no-brainer thing to say, but the fact that Desk.com organizes tickets chronologically makes life easy for us on the Customer Service Team. If there is ever a weekend where we don't have someone on Desk.com, we can come in Monday morning and knock out the tickets effectively while still maintaining a good turnaround time for our customers.
- When I tag my name with a ticket and then respond to a customer's email, the customer will reply back but the ticket will no longer be assigned to me. Rather, it will be assigned to no one. To us, it looks like we have a new unassigned ticket, even though I had already assigned it to myself. This might be an issue with our system alone however, but this can be frustrating at times.
- When looking at the home screen in Desk.com, I wish the emails would have the ticket number listed in plain view. When one is looking for a particular case, it can be tedious to have to click on a ticket individually just to find a ticket number.
- Defining reporting categories could be made simpler. I know that our CEO wanted to change the category names for a specific report, and I recall him having difficulty doing that on his own without help from the IT department. I however, haven't had to change any report, so I am speaking purely as a bystander on this point.
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!