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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
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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
(1-18 of 18)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 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.
- Categorization
- Prioritization
- Easy to recognize status
- Screen are sometimes hard to navigate
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
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.
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
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.
- Hold
- Not crash
- Survey
- Refreshing
- Multiple calls
- Queue
Desk.com is an easy-to-use cloud-integrated customer help-desk tool that pretty much covers all the basic options that one requires. It is used to log the tickets through any medium and gives a holistic view of communicating to the customer right from the inception of the ticket to its closure.
- Ease of Use
- Integration across platforms
- Multi-lingual support
- Customizability according to the requirement
- Pricing plan
- Reporting features
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.
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 21, 2014
Desk.com Review
We use Desk.com company-wide to communicate with our guests and make sure we're doing everything we can to satisfy them.
- Desk.com allows for cases to be assigned to departments or specific people. This is very helpful when we receive feedback that may not pertain to my department, but I am able to immediately send it to the appropriate party.
- Desk.com also allows for users to add a note to a case. This allows users to ask each other questions before responding to the guest to make sure we are giving the most accurate answer we can.
- The mobile app could definitely use improvement. I find the app very slow, and it takes multiple clicks to even get a case started/assigned/labeled before I can even begin typing my response to the guest.
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.
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.