Desk.com (discontinued)

Once I had to search the logs to find cases and data on a particular keyword, but I was not able to do so as there was no search tool available, nor was there a sort or filter tool. I was totally frustrated as I had to skim through the data to complete my task manually.

Desk.com and the Salesforce Service Cloud provide a sophisticated suite to easily create and track cases coming in, along with automatically routing and escalating issues as they arise. It allows me to configure my own workflows and customizes consoles with easy drag and drop functionality. It is the perfect help desk software, which integrates with the Salesforce Sales and Commerce clouds seamlessly. The in-app and mobile support is also very expedient and helpful.

It is great to be able to customize the fields according to your organization's needs, but this takes a lot of time to set up initially. It is helpful to integrate cases with related accounts, contacts, and opportunities. The cases can be easily escalated to the right queue, and the list view makes it easy to disperse the workload for teams.

Desk.com is well suited for most of the things we need to do since it allows to house a ton of information that we need to access from different sites around the world. This is really good to track progress of programs, courses, students, professors and all other vendors we work with. It is not very suited when you need information fast and don't know how to use any of the features.

If you are looking for a system that will have multiple associated tasks, this system is not for you. If you are looking for a system that captures all of the information you need for a ticket, then this is your best bet! Great to use to keep track of project tasks on an individual basis, not as a whole.