Desk.com (discontinued)

As a full service marketing agency we have a number of clients that require assistance with customer management and support. Desk.com provides a tool/solution for our clients that allows them to engage with their customers across all of their many channels including social media to provide support and community management.

As a Salesforce consultant got a chance to work to support customers and develop automated chatbots. I was able to personalise customer support on workflows with the flexibility of drag and drop where we can connect/Integrate multiple systems like Dropbox and many plug-and-play apps from Salesforce AppExchange.

We are an international education company. We use Desk.com for almost everything that has to do with students and their situation. With Desk.com we also manage housing, activities and courses. In short, we use it for almost everything on a daily basis. Desk.com helps us update information about all the actors involve in the process of international education and it is very efficient in doing so.

Our company uses Desk.com mainly to handle the service level of customer success. Our customers are able to create cases (same as tickets) or raise a concern through their customer portal and Desk.com would filter these cases or concerns to the relevant department. Recently we have been able to filter incoming emails using Desk.com.

Was supposed to provide support which seemed like it should have already been included in our Salesforce platforms we signed onto. I wasn’t a big fan of all the add ones required to successfully use Salesforce across the board. Getting immediate help was a plus but considering this (Desk.com) no longer exists they saw that the setup was wrong.

I was handling a call center team back in 2018 and at that time our company was looking for an easy solution which can make life easier and work effective enough in terms of handling the customer data. At that time we were looking for a solution and introduced by a team member this software and I must say it really made the lives of our emnploy much easier

The desk is easy to use and very basic; it has lots of tools for logging and working cases. It is great but not so customizable due, to which when you need a little more than basics, you are stuck and need to search for a new product. It suited my organization's needs for only two years, and our needs outgrew its features.

We use Salesforce Desk app to interact with our customers who access DAZN.com and the app. Due to its integration facilities, it allows us to provide regional support with local language.

Salesforce provides, the standard of features is very high. Desk also offers the option to add part time agents on for a lesser fee, ideal for projects and business with varying ticket numbers. While the features are the much better than others in the Category, additional options offer features almost as good for a much lower price.

With this tool customer service is much easier to carry out.

Scope is as wide as it can be it was used to manage the Social Media and Email based tickets as well, also there is an option for LIVE Chat with the customers.

Desk.com provided a cloud solution to provide support to our facility to a clearinghouse. We were able to generate tickets and provide status updates through just a series of clicks, without having to reiterate the issue each time. Overall, this system provided a better solution to a previously outdated ticketing system.

Desk.com is used on our website to provide a chat service for our customer support reps to be able to support users who visit our site, we had a few CSRs and Spanish language channels so that the customers who were visiting our site, typically pay a bill would be able to jump on quickly and get the assistance needed by breaking down the barrier of both having to call and language. This worked very well for us for many years.

We use this to manage internal and external support desk tickets. This solves issues where our client-facing teams need support from a central team that will help triage their issues. This team then uses Desk.com to either reply or send the information to our engineering team who will then further triage the issue. From a product perspective, this helps to filter the number of tickets that I need to pay attention to. We also use the data from these inbound tickets to gauge how well or how poorly a feature has been launched. We are able to attend to larger churn issues. So I helped implement the categorization of ticket types which now feeds our metrics.

Desk.com and the Salesforce Service Cloud have been absolutely incredible with case management, support, and integration with our Salesforce CRM. We have been able to increase agent productivity by between 25-30% year over year using Desk.com and we are able to give our teams a comprehensive 360-degree view of our customers to deliver personalized and customized service offerings. We are also able to support customers across any channel at scale.

We use it for all of our support and retention cases. It's an easy way to see all service records, tickets, cancelation requests, etc. for all of the different products and services we sell. It makes it really nice to have our sales, support, implementation, marketing, and retention teams all able to see what's going on within Salesforce.

We use Desk.com to engage with our customers, provide them with self-help resources, and track and create notes related to our interactions with them. The system makes it easy to see what others are doing. Salesforce has become the centerpiece of our sales, customer service, and operations activities. The key benefit is having everything in one place to understand customers and track their history with our company.

Desk.com is the customer ticketing system in use, we have all customers immediately linked from the Shopify platform with Desk.com, and from there, any customer emails and service needs are taken care of there in a timely manner. Also, customers can review our work and rate us and that's how we measure NPR and customer satisfaction on the platform.

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 as good unfortunately but were glad to come across Desk.com. It's been a true blessing and we never really have problems or crashing.

We have always used Salesforce Desk for organizing helpdesk requests and incidents for the organization, as far as for IT. It has helped a lot with keeping things organized, running reports to see who has what equipment, and keeping up with new hires and terminations. This also eliminated paper, which ended up saving the company a very large sum of funds.

We tried using Desk.com to manage our support and customer help operations, for our SaaS products. It is a fairly small organization, of 2-4 support agents and 4-6 programmers that work behind the scenes building the product. SaaS customers contact us with help and feature requests, that need to be answered and processed.

Desk.com is an easy-to-use cloud-integrated customer help-desk tool that pretty much covers all the basic options that one requires. It is used to log the tickets through any medium and gives a holistic view of communicating to the customer right from the inception of the ticket to its closure.

Desk.com is used by customer support, sales and operations. The service helps to organize the tickets from all the customers and tag them by their issue. It also has rules to auto-assign tickets to specific agents and it's really easy to setup.
The sales part is only to receive forms from the webpage. This part is a bit more complicate to setup. You need help from the IT department, but it's worth it.

Desk.com is being used by our user loyalty team to keep track of all communications between that team and all of our usability testing panelists, applicants, and our company's customers. It addresses a big business problem in automatically tracking analytics, allowing only one person to work on a case (email) at a time, and helps us quickly and accurately address any issues people are having with our product.

Our primary CRM tool for customer support, and our primary CMS tool for customer-facing knowledge. We use it to handle email tickets and live chat, including some automated routing and custom filters. We also use the built-in customer satisfaction tool to track customer health and agent performance. We use the built-in CMS knowledgebase tool as well, for an external (customer-facing) knowledgebase and an internal support staff knowledgebase. Having a CRM allows our support team to be more efficient and transparent, but Desk isn't a particularly great tool considering others on the market.

We started using Desk in our technical support team but we are now expanding it to account manager team. It's a pretty straightforward product and for agents it's extremely easy to adopt. It does need some polishing, especially with the Salesforce integration part. I am also not amazed with the new analytics dashboard but all the flaws are minor. In general, we are satisfied with the product and are looking forward on bringing more people to Desk.com