Desk.com

Overview

Reviews

Desk.com - it does the job

9
We started using Desk in our technical support team but we are now expanding it to account manager team. It's a pretty straightforward …

Indispensible.

10
We run a team across the globe, with customer support in more languages than I can recall, and Desk.com helps us bring it all in, spread …

Desk.com Review

8
We are using it for Customer Support. When a user writes in for any issues or inquiries, it goes through Desk and the respective …

Use desk, get results

10
Currently, we use Desk.com in place of a shared Outlook calendar to respond to customer emails. We now have one location for our entire …
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Desk.com Review

8
We use Desk.com company-wide to communicate with our guests and make sure we're doing everything we can to satisfy them.
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Desk.com gets the job done

8
Desk.com is used for all support cases as well as Social Listening, via Tweets and Facebook page mentions. Cases are routed to …
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Done at my Desk.

6
My company offers a Software as a Service to our clients. We use Desk to handle incoming email inquiries and internal tasks. We use …
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Pricing

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What is Desk.com?

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce. It is no longer sold. Desk.com collects and organizes all of an organization’s customer conversations (Facebook, Twitter, Gmail, chat) into a prioritized actionable list, and gives business simple tools…

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

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Alternatives Pricing

What is Salesforce Service Cloud?

Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social…

What is Mojo Helpdesk?

Mojo Helpdesk is a relatively simple online help desk / ticketing system aimed at SMBs. It offers an affordable pricing plan starting at $24 for eleven agents, and scales with the number of agents using the software.

Features Scorecard

No scorecards have been submitted for this product yet..

Product Details

What is Desk.com?

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce. It is no longer sold.

Desk.com collects and organizes all of an organization’s customer conversations (Facebook, Twitter, Gmail, chat) into a prioritized actionable list, and gives business simple tools to effectively respond to their customers.

Desk.com is a Salesforce product and provides seamless integration with Salesforce CRM.

Desk.com is designed to help businesses take control of their customer support! The vendor offers demos and free trials.

Desk.com 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 Screenshots

Desk.com ConsoleDesk.com Issue ScreenDesk.com Reporting and Analytics

Desk.com 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 Integrations

Desk.com Competitors

Desk.com Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web

Alternatives

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Frequently Asked Questions

What is Desk.com's best feature?

Reviewers rate Support Rating highest, with a score of 7.6.

Who uses Desk.com?

The most common users of Desk.com are from Mid-size Companies and the Computer Software industry.

Reviews

(1-17 of 17)
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Michael Kim | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Ignacio Cruz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Katie Nix | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Review Source
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.
September 30, 2015

Desk.com - it does the job

Vuk Lau | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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
DeeDee Saladino | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Transnetyx is using Desk.com across a majority of our organization, including customer service, IT, and accounting departments. Specifically, it was implemented to be used both internally as an IT-employee tool to better track computer and website issues as well as a customer support tool to better track customer inquiries and problems.
May 12, 2015

Indispensible.

Joel Fristrom | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We run a team across the globe, with customer support in more languages than I can recall, and Desk.com helps us bring it all in, spread it out right, and help us to keep going at full speed ahead. Invaluable compared to the old system of slash and grab from a giant mail bag, I highly recommend it to anyone looking to streamline their system.
Benjamin Hemstreet | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Our Support team, until we launched Desk.com, never had numbers to back up their performance for how many cases they had and how they were being handled. They also did not have the ability to easily prioritize customers. Since the launch of this new product we have connected it to our CRM and are able to prioritize cases as well as attach them. Our salespeople have a better understanding of where the customer is in the sales cycle and can make the sales cycle much smoother now.
Kendra Dortch | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
My organization uses Desk.com as a centralized, universal inbox for all customer interaction servicing 3 different customer bases via our multi-branding strategy. The majority of the organization has access to all communication sent to Desk.com sorted by filters and permission levels. Since we work with different customer bases offering 3 unique services, we needed to figure out a way to provide transparency across brands, ability to automate/manage workflow to increase productivity, individual accountability/goal setting with valuable metrics and ultimately a way to service our customers more quickly and efficiently.
Ryan Rivas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The company I currently work for uses Desk.com as a primary means of communication with customers regarding their concerns and questions.

Photogenic Inc., is a national souvenir photography company that sells memorable photographs at multiple tourist venues across the US. Although the company is extremely efficient at providing an exceptional photo package for our guests, there are always the inevitable IT issues somewhere along the line. This is where Desk.com helps our company stay on top of any issues that might be overlooked by any one of our employees across the company. Since we upload all photographs to a website, customers will often need help locating their photo or purchasing their photo online. When they email our customer service department, we receive a ticket in Desk.com. Our Customer Support team will then classify that ticket under one of many categories within Desk.com and we can precisely allocate and prioritize each ticket among the service team.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Desk is currently being used by two teams within our organization (partnership and support). It helps us to keep all of our cases in one place, and has increased our efficiency immensely.

Desk also makes it easy to assign cases between teams. Since our cases are not mutually exclusive, this is very important to us. Additionally, it gives us the freedom through the Help Center and Help Center form to assign rules/labels based on the type of case and be way more efficient in resolving cases.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Currently, we use Desk.com in place of a shared Outlook calendar to respond to customer emails. We now have one location for our entire group to log in and view any case they would like to in the event someone is out of the office. We couldn't be happier with the experience and the wonderful customer service you all provide. Our customers write in even more and like its reliability. We are truly pleased with this product and can't wait for new updates to the program!
Score 8 out of 10
Vetted Review
Verified User
Review Source
Desk.com is used for all support cases as well as Social Listening, via Tweets and Facebook page mentions. Cases are routed to appropriated departments based on the inbound channel or the email address that was submitted to. Agents are able to resolve cases and correspond directly with the client via the interface.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Desk.com is used by our company for our customer service department. Customer emails are imported automatically to desk.com, and all customer phone calls and questions from customers via our live chat function are logged into desk.com. The customer service representatives will open or create a case in desk.com for every single instance of a customer contacting us.
July 08, 2014

Done at my Desk.

Score 6 out of 10
Vetted Review
Verified User
Review Source
My company offers a Software as a Service to our clients. We use Desk to handle incoming email inquiries and internal tasks. We use Desk.com within both my department and then also IT / Operations to keep track of internal tasks. For example, when onboarding a new clients we create tickets to communicate with them the information they need (pulling their contact info from Salesforce - we've integrated), create tickets for ourselves to install and upgrade the site and then for operations to deploy the appropriate upgrades, features and reports to that site. We also use Desk to help monitor ticket demographics through reports based on the use of labels - our software administrators vs. supporters etc.