Desk.com

Overview

Reviews

Desk.com - it does the job

9
We started using Desk in our technical support team but we are now expanding it to account manager team. It's a pretty straightforward …

Indispensible.

10
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 …

Desk.com Review

8
We are using it for Customer Support. When a user writes in for any issues or inquiries, it goes through Desk and the respective …

Use desk, get results

10
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 …
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Desk.com Review

8
We use Desk.com company-wide to communicate with our guests and make sure we're doing everything we can to satisfy them.
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Desk.com gets the job done

8
Desk.com is used for all support cases as well as Social Listening, via Tweets and Facebook page mentions. Cases are routed to …
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Done at my Desk.

6
My company offers a Software as a Service to our clients. We use Desk to handle incoming email inquiries and internal tasks. We use …
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Pricing

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What is Desk.com?

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce. It is no longer sold. Desk.com collects and organizes all of an organization’s customer conversations (Facebook, Twitter, Gmail, chat) into a prioritized actionable list, and gives business simple tools…

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.desk.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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

Alternatives Pricing

What is Salesforce Service Cloud?

Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social…

What is Mojo Helpdesk?

Mojo Helpdesk is a relatively simple online help desk / ticketing system aimed at SMBs. It offers an affordable pricing plan starting at $24 for eleven agents, and scales with the number of agents using the software.

Features Scorecard

No scorecards have been submitted for this product yet..

Product Details

What is Desk.com?

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce. It is no longer sold.

Desk.com collects and organizes all of an organization’s customer conversations (Facebook, Twitter, Gmail, chat) into a prioritized actionable list, and gives business simple tools to effectively respond to their customers.

Desk.com is a Salesforce product and provides seamless integration with Salesforce CRM.

Desk.com is designed to help businesses take control of their customer support! The vendor offers demos and free trials.

Desk.com 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 Screenshots

Desk.com ConsoleDesk.com Issue ScreenDesk.com Reporting and Analytics

Desk.com 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 Integrations

Desk.com Competitors

Desk.com Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web

Alternatives

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Frequently Asked Questions

What is Desk.com's best feature?

Reviewers rate Support Rating highest, with a score of 7.6.

Who uses Desk.com?

The most common users of Desk.com are from Mid-size Companies and the Computer Software industry.

Reviews

(1-8 of 8)
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Katie Nix | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Review Source
Lower pricing per user. That's about it! Other companies have all-around better features and easier user interfaces, but Desk can beat them on pricing even at higher account tiers. Included knowledgebase tools are a plus, and fairly easy to manage.
Benjamin Hemstreet | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
The big turn off to this product was the price and poor integration to existing systems. We were in the process of launching a new CRM and needed a tool that would work well with this new tool. Desk.com is a partner and works closely where Zendesk did none of that
Vivek Chawla | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Kayako
    • Interesting, but really clunky and unstable at the time.
  • Cerberus Help Desk
    • Oh man, I really like the Cerberus guys. I had done a Cerb implementation way back in the early days at Web.com, so I knew the product well. Unfortunately, their SaaS version at the time was sort of limited. Let me repeat, though: the Cerberus team is really great, and they do have a wonderful product.
  • Salesforce
    • I'm a huge fan of Salesforce, but it was FAR too expensive (and WAY overkill) for what I needed at the time.
  • Zendesk
    • Not so much "short listed" as "will never, ever, ever give these people money again" listed.
I chose to go with Desk.com (called Assistly at the time) because:
  1. Their pricing was awesome.
  2. Their product was gorgeous.
  3. Their APIs and customizations were extensive.
  4. Their UI just made sense, and it worked all the time. This was a huge departure from Zendesk.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Originally, I was using Salesforce to keep track of students and their progress through the system (with an end goal in mind). It was really great for handling students on a case by case basis with the different fields and and sections for multiple people to complete as the student progresses. Desk.com met our needs from a customer service tracking point of view. We're able to keep track of what types of questions students are asking and gives us an easy communication board for answering questions. These two services are not quite comparable because they serve different purposes but if you're looking to do support, Desk.com is easily customizable.
July 08, 2014

Done at my Desk.

Score 6 out of 10
Vetted Review
Verified User
Review Source
I was not involved in the selection process of Desk.com vs. competitors but we are discontinuing our Desk.com subscription this month and instead opting to use Service Cloud as our new ticketing system. It allows better integration with Salesforce.com and also is more client based (referring to the reporting and stats I brought up).