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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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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…

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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

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
Vivek Chawla | TrustRadius Reviewer
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.
  • Support communication is organized beautifully in one place. This saves time, and time = money for us.
  • Support processes are made more efficient by the Desk.com workflow. Again, a nice time saver.
  • We look more professional to our clients and partners, which strengthens our brand.
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.
I don't work for Desk.com. I don't get special deals from them. In fact, it's been almost 1.5 years since I've spoken to a Desk.com employee.

What I am is a guy who put a lot of professional capital on the line recommending Zendesk, and then watched that become a spectacular failure.

I knew that I had to find something better for implementing my own help desk, and thank God I discovered Desk.com. I only wish I would have found them sooner.

If you are considering going with Desk.com as your help desk, support center, or knowledge base, you would have my full, unreserved endorsement of that decision.
3
We're a small shop, so everyone gets involved with client communication at some point.
1
I'm the go-to guy for support on this.
  • Track customer support cases and interactions.
  • Helps manage social media channels.
  • Private knowledge base for clients and partners.
In 2011, I recommended and implemented Zendesk for a client during a long-term contract. I used the product for almost a year during this engagement.
  • 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.
  • Implemented in-house
I did the implementation myself.
As I stated earlier, implementation of Desk.com went more smoothly than most. The resources in the "Support Center" are fantastic, and I never ran into anything that left me stumped, angry, or disappointed.
  • Self-taught
Super easy to learn. I've implemented help desks from several different vendors, and ramping-up Desk.com was definitely smoother than most. The gameified setup tasks were something I really liked. I wish more companies would do things this way.
We started with a pretty vanilla install, with the exception of some customized templates. I've since integrated Desk with our Salesforce CRM, and that went relatively well.
No
We've never needed premium support.
The few times I've had to deal with actual humans at Desk.com were quick and pleasant.

There is a huge amount of support resources available through Desk's "Support Center". Most of my support needs are addressed by what I can find there.
The UI is clean, well organized, and extremely functional. They don't waste any pixels on fluff and window dressing. When you're in Desk, you're there to Get Stuff Done.
We've never had a problem with Desk.com's availability.
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
  • Salesforce CRM
  • No new integrations planned in the near future.
It was super easy to set up my evaluation system back when Desk was still Assistly. I didn't need to talk to anyone from their team to get started.

I had occasion to deal with an Account Executive when I upgraded my account in 2012. The reason I needed help was because I purchased an AppSumo deal which was supposed to be for "new customers" only. I didn't want to have to start up a new help desk and migrate my data just to redeem the deal, so I called Desk.com (still Assistly at that time), and talked to a guy named Sam.

Sam was super friendly. He made sure I got the AppSumo deal without having to abandon my current install and re-create everything. He was awesome. :-)
I've been around Enterprise Software long enough to know that determining price is a "gouge first, negotiate later" sort of process.

Let's be honest, though. The pricing of Desk.com is extremely reasonable. If you're a small business with 1 to 5 full-time agents, it's going to be hard to get a better deal.

If you're bringing more than 5 full-time agents to table, I say it's worth it to push a little to see what kind of breaks you can get.

If you are pushing for a better deal, please do not stop at "discounts" for paying a year's worth of service up front. The vendor is getting more out of that deal than you are! If you're going to push for discounts, you should push for REAL discounts.
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