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Desk.com (discontinued)

Desk.com (discontinued)

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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Recent Reviews

TrustRadius Insights

Desk.com has been widely used by organizations to effectively handle customer support, IT, and accounting departments. Users have found …
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Choose Desk.com today

10 out of 10
July 12, 2022
Incentivized
Our company uses Desk.com mainly to handle the service level of customer success. Our customers are able to create cases (same as tickets) …
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so easy to use love it

10 out of 10
July 02, 2022
Incentivized
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 …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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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

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

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…

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Product Demos

Desk.com Demo: The All-in-one Customer Support System

YouTube

See How One Kings Lane Grows Retail Sales with Desk.com

YouTube

Desk to Service Cloud Migration Tool with Product Demo

YouTube

Exports - Order Desk Demo Series 10 of 12

YouTube

Desk.com demo

YouTube

Live Desk.com Overview: Power up your customer support

YouTube
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Product Details

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

Screenshot of Desk.com ConsoleScreenshot of Desk.com Issue ScreenScreenshot of Desk.com Reporting and Analytics

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) Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple 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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Comparisons

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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!

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

(1-25 of 38)
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July 18, 2022

Plug and play!!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We can select features based on company size and choose solutions for which we opt to. This mainly helps small businesses a lot where we can automate admin tasks which leads to increased productivity so the team can get back to us with the best solutions to help customers on what matters the most!
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I Rated Desk.com a 10 because of the many functionalities that it has. The Fast email notification. ticket management and Multichannel integration are just a few of the amazing features it has. These features have helped our company. Our service level has drastically improved since we began to use Desk.com
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Again, I do feel the response times were good but my beef is the fact that Salesforce continues to splice their products and offering among some at platforms, then they force you to pay extra to get help when issues arise from my experience. It’s no surprise Desk.com folded into any other platform, If only they’d do that with others.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
When it is set up, the rest of the process of using it is easy for employees. The only drawback that I must mention is the support system from the desk.com team. they don't resolve our queries regarding the tool quickly. On the other hand there are same solutions which can be integrated the same way and the support system is super cool
Amritansu Sahoo | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
July 03, 2022

Very helpful tool

Moises Abraham Lacayo Cortes | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Is very easy to management users incidents and help us with the workflows to make them more efficient and to help improve the internal customer experience and achieve the goals that the company has set for itself.The scenario in which it is not very good is that with some Salesforce tools it is not so easy to do the integration.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
If you have an email like ContactUs@YourDomain.com and you would like to get a handle on the 10 billion emails that you receive each day you can use this to get a handle on it by creating tickets for each email and making sure you are properly responding to the ones that matter. If you want to have a chat service on your website that will show an *AGENT AVAILABLE* link so that they can get help in a solid simple way. If you send emails from a BILLING@YourDomain.com and want to try to get a handle on fixing any email where you are getting bounce backs and want to be able to correct them by assigning each instance as a task to a customer rep (ex: @gmial.com vs @gmail.com)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Desk.com is best suited to companies that heavily use salesforce as a source of truth. It makes sense that you want to consolidate all of your customer information in one place. Companies that love metrics should definitely use this tool. This is not good for smaller-sized companies. Desk.com needs a fair amount of set up and it is not best used for teams that don't have a support system for this tool.
Shreyans Parekh | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It's great for medium-sized businesses like ours that sell multiple products and need multiple teams to be able to view activity for each customer. I don't know how great it would be if we were a company with over 1000 employees. Overall, it's pretty easy to use and easy to train people how to use!
Lilli Gordon | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Extremely user-friendly and easy to use. Ability to integrate as many apps as possible to solve every business need. ability to custom-code and chat with support within the dashboard. Desk.com is very easy to use. I find it more leaned to wards sales and pipeline though rather than a full CRM. So would like to see a similar dashboard just for ticketing and customer service.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It's so easy to use and and the only con it has we would have to say at my company would have to be refreshing. It sometimes does or it will crash but it works awesome and for the most part the call won't disconnect even with the refresh.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
At my current job, we have debated changing to a different helpdesk software. We use one now that worked when the company was much smaller, but it is not working for the company now that it has grown 300%. I mentioned my experience with Salesforce Desk and my love for the software. My only complaint is the interface is very compact and confusing at times. Salesforce is great for workflows, managing requests, and incidents.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Desk.com is a good option for a fairly big organization, with training capacity and organized work plans. It may not be the best option for small startups or small consultancies trying to work out a customer support solution. It a complete software, but may behave slow and may be complicated to use for non tech savvy users.
Guhan Dhandapani | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
As it's cloud-integrated and supports multiple platforms and across devices (although, the mobile version is not stable), the accessibility to view and respond is seamless. But there are no major improvements coming from the application with regards to the statistics, dashboard, and reporting features. It is very well-suited to cover the basic functionalities that are required.
Ignacio Cruz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
If your company has to resolve to many tickets for customer support I would totally recommend it.
In addition, it has an integration with Salesforce (we actually didn't use it, but it's a good thing to have) and other CRM's. We had integration with Pipedrive via Zapier, which was tedious because we had to pay extra to have it.
Michael Kim | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Desk.com is well suited for teams that need to deal with lots of ingoing and outgoing communications. It would be less appropriate for extremely small teams, or for customer service teams that do not need to deal with high volume communications.
Katie Nix | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Seems well suited to high-volume B2C businesses (unfortunately, we are not that!) Complex B2B businesses will run into trouble at every corner. Low price compared with competitors and you definitely get what you pay for. Good for having insight and transparency across teams (easy handoff from customer support to escalation teams with full case & customer history) but difficult to integrate with other systems if your teams aren't all in Desk (for example, if CSM or other teams work primarily out of Salesforce).
September 30, 2015

Desk.com - it does the job

Vuk Lau | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Desk.com is mature support platform without any major flaws. It's easy to setup and easy to scale so anyone can use it, from small startup to large companies. I don't see any particular issues with Desk.com
Score 9 out of 10
Vetted Review
Verified User
1) How many teams want to use Desk?

We currently use Desk between two teams, and at one time we had three. It was stretching Desk VERY thin in terms of rules, filters, and organization. If you have multiple teams that have their own separate ideas for how they want Desk to run, you may be better off getting more than one Desk account.
DeeDee Saladino | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Desk.com is the perfect solution for any business looking for a way to be more organized and better able to track problems and inquiries, both internally and externally. If you have multiple people in a group working with the same customer base and need a way to ensure all information is kept in one spot and can be easily accessed by others, without duplicating or contradicting responses, Desk.com will work well for you.
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