Skip to main content
TrustRadius
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.

Read more
Recent Reviews

TrustRadius Insights

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

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) …
Continue reading

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 …
Continue reading
Read all reviews

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

Return to navigation

Pricing

View all pricing
N/A
Unavailable

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…

Return to navigation

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
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

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

(1-14 of 14)
Companies can't remove reviews or game the system. Here's why
DeeDee Saladino | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We will be very likely to renew our contract with Desk.com. It is easy to use, and provides us with everything we need to keep our customers and employees happy. They have also been very helpful in catering the application to our specific and unique needs, including working across brands and adding specific content for our products.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We will be renewing our Desk.com account to continue tracking questions and helping service student inquiries via email. As we continue using Desk.com, there are more and more features that we are learning and adopting for our purposes. Originally, we had planned to expand everyone onto our Desk.com account but will still need to play with it a bit to really make it work for each department.
Benjamin Hemstreet | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I chose an 8 because it is easy to use and integrate we are working to make improvements and our support team has bought in. We are able to track soon to close opportunities in it as well as give good feed back to upper management on headcount and other issues
Score 8 out of 10
Vetted Review
Verified User
Incentivized
The system simply has worked since it was implemented. Other departments have been able to create custom routing and workflows to handle other things, such as returns. The service is affordable and since it is working well, there is no compelling reason to stop using it or to try and switch to a competing service.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
If the decision was up to me, I would absolutely renew our use of desk.com. This program is very user-friendly, and has helped our customer service department greatly. It is fairly easy to learn, so new employees are not faced with learning a bunch of really complicated systems when they first start here.
Ryan Rivas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
To be honest, this has been the only customer service program I have worked with. In fact, before April, I was only working as an AP clerk for my company. So when I was also given the job to head up our customer service department, I was nervous that my workload would break me. While it hasn't been a breeze all the time, Desk.com has successfully made my job as easy as possible. In return, I can spend less time dealing with customer tickets because of how easy it is to operate the program. I can effectively stay on top of both of my job duties, because I know exactly where I'll be the next time I open up Desk.com
July 08, 2014

Done at my Desk.

Score 6 out of 10
Vetted Review
Verified User
Incentivized
Please see previous comment. We will not be renewing Desk.com and are instead opting for Service Cloud - another Salesforce product that ties in better with having tickets based off clients rather than single serving tickets. Service cloud was also considered due to the extensive reporting and the ability to import information in (cases for example). We will be migrating at the end of the month.
Score 8 out of 10
Vetted Review
Verified User
The product was good but narrowly focused on customer service, as you'd expect of course but in the grand scheme of enterprise social service, one needs a more "panoramic" approach to social. Additionally, the account managers at the time were not very engaged, did not follow up appropriately, and basically let the grapes die on the vine with this POC. I think they just lost interest. This was shortly after the Salesforce acquisition so maybe that's the reason.
Vivek Chawla | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I love using Desk.com. They have all the features I need and want. They keep updating and improving their app. And, unbelievably, they are extremely affordable, and practically a steal when compared to other premium systems.

Staying with Desk.com is an absolute no-brainer for me as long as I have any say in the matter.
Return to navigation